In a recent piece from The Atlantic, author Chris Colin described how his Ford Escape suddenly froze while he was driving, which set off a months-long ordeal with Ford’s customer service. Despite the car’s dangerous malfunction, Ford’s representatives failed to replicate or fix the issue. Colin fell into an exhausting loop: long hold times, disconnections and endless retellings of his story to indifferent agents who often mysteriously disappeared or closed his case without explanation.
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