Awful Customer Experience

[READY!]

UPDATE: 1/28/22
I was contacted by the Rep that I met at Barret Jackson (Mentioned in original post). He said it was last scanned in El Mirage, AZ (This is in my area).
Also the Ford dealership contacted me saying the same thing but said 7-9 days for delivery.
At least I finally got consistent info from more than one person.
We will see!!!

Hello All,

Post as of 1/26/22

I have a Mustang Mach-E (as well as a Bronco) on order (Almost $120,000 combined). Unfortunately I have had an unbelievably terrible customer service experience with Ford across the board. Below is only regarding the Mach-E.

This is a bit long but it details what an atrocious experience I have had with Ford’s Customer Service, communication, tracking systems, processes and inadequate technology. I cant believe a company of this size operates like they do. There are enormous opportunities for improvement.

Ford’s representatives are complete disconnected from each other and their systems do not have accurate info nor do they show compatibility. Hopefully someone from Ford reads this. I welcome you to contact me, we can figure out a way to exchange info.

Please know that I recognize we are in a unique environment today and I can understand things not going perfectly. Also it is important to state no one at Ford has been rude or unpleasant. Everyone has been professional and courteous.

Mustang Mach-E Order:

The original arrival date was slated for 10/29/2021 – 11/04/2021. Currently I have no delivery date for the vehicle and it is in one of 6 places. Please note each of these locations has been shared with me by a Ford Representative.

1. In transit on a train (Either for the first time or second time.)
2. Kansas
3. Gilbert, AZ
4. Dearborn, MI
5. Ontario Canada
6. Or none of these

Timeline:

1. Order date 5/27/2021.
2. Shipped 9/14/2021
3. Estimated arrival 10/29/2021 - 11/4/2021
4. In preparation for delivery I sold my vehicle 10/28/2021.
5. The Mach-E did not arrive during the delivery window and I was not notified.
6. I logged on to Ford’s website and saw delivery was pushed back a week. This is how I found out about the dely.
7. Later that week I received an email from Ford stating the delivery was pushed one week.
8. Since it was so close to the targeted delivery day I was not aware there was a possibility of a delay. It seemed to be on schedule.
   1. There was no expectation set to state the possibility of a delay nor was I notified of one.
   2. Someone should have at least contacted me a few days or a week ahead of time to alert me about the delay so I was prepared and held on to my vehicle.
9. According to emails and web site, after the original delivery window, the delivery date moved back several times.
10. 12/7/2021 the status on Ford’s website changed from Shipped to Complete Purchase. So I thought it had arrived but it had not. A Customer Service Rep and a Dealer Rep both confirmed it was delivered but they did not know where it was.
11. 1. I went through the “Set up your Mustang Mach-E with Remote Vehicle Setup” process.
    2. The site prompted me to set up payment or financing but I did not complete the process. I wonder if it would have allowed me complete the purchase.
12. After about a month the status changed from Complete Purchase back to Shipped.
13. Fords website currently shows delivery dates of 10/18/2021 – 10/24/2021. WHAT????

Here are some other fun highlights that I have experienced. These are not in order, only randomly listed.

1. My dealership told me it was in town at a facility. It was with other Mach-E’s all will battery issues waiting on a resolution.
2. At a different time Ford Customer Service told us it was a chip problem and the car was not in my area but they did not know where it was
3. We visited the dealership. According to Sales Manager and product Specialist they speculated the delay was caused by a battery issue but they did not know.
   1. Since the car showed as delivered they were going to talk with the Inventory Manager and said he would email me the same day with an update. I did not receive the email.

Here are some of the people involved and what info I have been given. (I did not want to show their names,)

1. Sales Representative – He has been trying to keep me informed but his hands are tied.
2. Dealership Owner and General Manager. I left him a voicemail two weeks ago to please give me a call. I did provide some brief detail. I requested a face to face meeting. HE HAS NOT CALLED ME
3. Sales Manager – He has looked into a few things and has provided me with no definitive information.
4. Inventory Manager was asked twice to email me an update and I never heard from him.
5. Inventory Manager’s Supervisor has been updating me randomly with very limited information. He obtains updates from a Ford Representative and passes the info on to me. No details, only brief answers He does not dig in and ask the Representative questions for more details. (when did it ship, tracking # etc.) I have not heard from him for over a week and a half.
6. Mach-E specialist. She said it was delivered and will try to locate it. She was going to contact The Inventory Manager to see what was going on and ask him to walk the lot. She checked in with me a few hours later to say she was still working on it. I never heard from her again.
7. Ford Customer Service number – Told us it was at a facility in Ontario Canada with a chip issue. On a different day they confirmed it was delivered.
8. Ford Customer Complaint number – Left a voicemail and there was NO CALL BACK.
9. I attended Barret Jackson in Scottsdale, AZ on Saturday and I met a Ford “Info Center Supervisor” based out of Allen Park, MI. We spoke briefly regarding my Mach-E and Bronco orders. He gave me his card and asked me to email him with the details. I did and have not received a response.
10. I’ve seen this car with my Vin number listed for sale on the dealer’s website. I did ask them if they sold my vehicle and they said they have not.

Blah blah blah

Thanks for listening. WOW!

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[RickMachE]

Sorry for your situation. Prior to Covid, I would never sell a car in expectation of a new car arriving. What if it fell off the truck? What if the roof was caved in on the truck (several posts here of that)? What if it were stolen prior to delivery?

As to the tax moves, on a separate thread I explained to people how they could make those moves for most things on the last trading day of the year, once they had a good idea of how the year was finishing.

This must have been your first time ordering a vehicle. If something can go wrong, it will.

It is astonishing that Ford can't use the vehicle's modem and figure out where the hell it is though.

 

[READY!]

Sorry for your situation. Prior to Covid, I would never sell a car in expectation of a new car arriving. What if it fell off the truck? What if the roof was caved in on the truck (several posts here of that)? What if it were stolen prior to delivery?

As to the tax moves, on a separate thread I explained to people how they could make those moves for most things on the last trading day of the year, once they had a good idea of how the year was finishing.

This must have been your first time ordering a vehicle. If something can go wrong, it will.

It is astonishing that Ford can't use the vehicle's modem and figure out where the hell it is though.

I agree on all accounts. Yes first online purchase and learned a lesson.

 

[RickMachE]

I agree on all accounts. Yes first online purchase and learned a lesson.

Online has nothing to do with it. Would have been same experience offline. Yes, lessons learned.

My 5/29/21 order was expected November. It's supposed to have been built the week of 1/10/22. Appears it hasn't been. Maybe it will come by March... Glad I bought a cancelled order in July.

 

[Nklem]

Do you think they sold your car to someone else? Is that probable and you are just getting a run around. ...Just a thought and horrible if that happened. I know it has happened to many. At the least, and its in "storage" condition, ask to see it. I cannot imagine why they would try and hide it. If they will not, I think you will get your answer.

 

[READY!]

Do you think they sold your car to someone else? Is that probable and you are just getting a run around. ...Just a thought and horrible if that happened. I know it has happened to many. At the least, and its in "storage" condition, ask to see it. I cannot imagine why they would try and hide it. If they will not, I think you will get your answer.

Flat out asked them if they sold it. Said no but I don't trust anything they say right now. I will definitely inspect it before taking delivery.

 

[Say Watt]

Flat out asked them if they sold it. Said no but I don't trust anything they say right now. I will definitely inspect it before taking delivery.

It will cost you $40 but maybe you should invest in a CarFax report. You can at least find out if a title was issued.

 

[READY!]

It will cost you $40 but maybe you should invest in a CarFax report. You can at least find out if a title was issued.

Good suggestion, thanks.

 

[bristol16]

Sounds about exactly what most people on here have experienced with the ordering process except of course jumping the gun and leaving yourself without a vehicle and spending money that you don't have. Other than that it's par for the course since orders went live.

 

[shutterbug]

Good suggestion, thanks.

If a title was issued, you should be able to find it on DMV site.

 

[READY!]

If a title was issued, you should be able to find it on DMV site.

Sounds about exactly what most people on here have experienced with the ordering process except of course jumping the gun and leaving yourself without a vehicle and spending money that you don't have. Other than that it's par for the course since orders went live.

Have money was just anticipating a tax savings in 2021. Correct about the vehicle.

 

[Nklem]

Titles in my state take 8-10 weeks to issue.

 

[IamIA]

Given the timeline you mentioned, something does not add up--probably on Ford's end.
Your order on 5/27/2021 would not be eligible for shipment in 9/14/2021, that is way too early. Shipment should have been end of November or December. Perhaps they mixed you up with someone else?

 

[bristol16]

Given the timeline you mentioned, something does not add up--probably on Ford's end.
Your order on 5/27/2021 would not be eligible for shipment in 9/14/2021, that is way too early. Shipment should have been end of November or December. Perhaps they mixed you up with someone else?

Seems about right to me? My late 6/2021 order went into production early 10/2021 and would have shipped in 10/2021 if it wasn't held aside for a couple weeks. They aren't exactly building them first come first served so it's pretty random.

 

[IamIA]

Seems about right to me? My late 6/2021 order went into production early 10/2021 and would have shipped in 10/2021 if it wasn't held aside for a couple weeks. They aren't exactly building them first come first served so it's pretty random.

hmm, back a few months back, several of us were comparing notes on who ordered when and what the status was and those who ordered on 1st day, which was 4/28/2021, those orders, if they were for the GTs, were being assembled in September and shipped at the end of it or in early October. If non-GT, then even later. That his car was ordered a whole month later than ours and yet supposedly shipped sooner than ours, was what stood out for me. It does not add up.

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