It seems that one of the most important pieces of equipment for a dealership’s service manager should know how to use is a telephone. If the service manager at Titan Ford in New South Wales, Australia, was able to properly hang up his telephone-machine, then a pretty colossal mess involving a Focus RS head gasket recall could have been avoided. Of course, it wasn’t, which is why we’re here.

Xander is a Focus RS owner from Australia, and, according to his Facebook page, appears to be a fan of small dogs and orange shoes. He had posted about his Focus RS before, a post expressing his displeasure with the head gasket issues that Focus RS have been suffering all over the globe, issues that have led to a recall to replace the improper gaskets.

Xander’s original post has been removed, but the image associated with the post has been re-posted here:

Additionally, Xander has had issues with Titan Ford’s handling of the recall, stating in another Facebook post:

In regards to this Gasket recall, Titan Ford Brookvale first doesn’t even call its RS customers to book in the job. 2nd, when i try and book it in myself I am told by the service lady “we are only doing one RS with a Rental car per week (wtf?), and we already have 3 or 4 booked in (meaning I have to wait till April)“... its just terrible service. I bought the 3rd RS from these amateurs (waited 9 months also), have taken it in for every service to them.

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In response to his Facebook post, Titan Ford’s service manager, Rob Pappalardo, called Xander to discuss his Facebook post, and left the following message, which included a good bit of conversation that occurred after Pappalardo thought he’d hung up the phone:

So, yeah, he calls Xander a “fuckwit.” It’s a nice contrast to that happy little dog-face on that phone screenshot there.

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We’ve reached out to Xander and Ford Australia for comment.

Not a great look for Titan Ford on any level here, and a very good lesson for service departments everywhere: make sure your phones are hung up before saying terrible things about your customers.

Also, replace those head gaskets, already, fuckwits.

(Thanks, Alan!)