Awful Customer Experience

[Logal727]

Man, sorry to hear this, looks like you've got good detailed notes. A lot of people just aren't resourceful, but looks like you're ready for them to gaslight you and prove them wrong. Hopefully you get it figured out, keep us updated!

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[Peaceowl]

I’m sorry to hear this. It’s just not right, and says nothing good about Ford. I wonder also if they did sell it. Hard to believe the dealership would be so unscrupulous. I can’t even picture what that kind of low life gets to work in sales.

we have seen this happen before on the forum, and I do not recall what it took to find their car or if they ever did. I can only hope Ford can come to your rescue.

 

[rzanzerkia]

OP: read the "people grumpy" thread for more details but this was a wide spread problem for the late Nov/Dec deliveries.
I doubt your dealer sold the car.
Myself, @oadesign and several other's had their cars stuck at rail yard for weeks (mine at least 5 weeks).
Reason was a rear seat belt recall (God knows why it could not be fixed by the dealer).
So yes it's a terrible communication by Ford but have faith and you will enjoy the car (it really is nice).
I understand your frustration with the tax break (I am in the same boat, it's the in-service date that counts not when we purchased. I paid in full, even warrantee etc. started in Nov but didn't get the car till mid January due to Ford hold on the car).
I had also sold my car with anticipation of getting the new car (though I knew what I was getting into) because of the killing on the used car market.
For 5 weeks we had only 1 car, luckily we travelled 3 weeks so we survived...

 

[Carsinmyblood]

My wife and I each ordered Mach Es on May3, 2021. Mine is due the end of Jan., 22 to the first week of Feb, 22. We bought cancelled orders in 1 month and 4 months.

Or cars took nine months. My wife's ordered car might have been received at the dealer last week.

Trust me, there is no way I'd put up with what you've gone through. Nobody should.

 

[Carsinmyblood]

Reason was a rear seat belt recall (God knows why it could not be fixed by the dealer).

I'm betting the battery had to be dropped for access to the floor pan containing the defective belt boss.

 

[Tngo23]

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.

Great idea but here is a cheaper CARFAX buy www.gooffood.com, less than $10....I have used it......Nothing to lose my friend

 

[Matt Bagne]

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!

Unless I missed it, I did not see in your post what model MME you ordered . . . GTPE??

Also, I am wondering what your timestamp is for the Bronco and which trim you ordered, and whether or not there are any shenanigans going on with THAT order.

You and I are in a small group of people who have both a Bronco and MME on order. I just ordered my MME last week so I will be waiting a while, but my reservation timestamp for the Bronco is July of 2020, so I am already 18 months in the can and no sign of a build date yet. And if you spend any time on B6G, the main Bronco forum, you would see that plenty of people have experienced the same thing you described, with their Bronco order. So far my Bronco order has been a quiet, lonely wait. Anyway, I ordered a Badlands, SAS, MIC, LUX, TOW and I am hoping to have my Bronco by summer (basically a two year wait)!

 

[Zathras]

It's really frustrating, but in the US the entire system (manufacturers, transporters, and dealers) for managing customer-ordered vehicles is still in the stone age. With the technology and manufacturing logistics we have (or should have) now, I see no good reason why a customer can't place an online order from the comfort of their own home, with user-specified choices for options, colors, etc. After the order stage, the customer should be able to track production and delivery of the car (through an online portal or app) without needing to beg for cryptic updates from dealers and shippers. But legacy car companies & dealer networks like Ford & GM just can't seem to make this leap.

 

[READY!]

Unless I missed it, I did not see in your post what model MME you ordered . . . GTPE??

Also, I am wondering what your timestamp is for the Bronco and which trim you ordered, and whether or not there are any shenanigans going on with THAT order.

You and I are in a small group of people who have both a Bronco and MME on order. I just ordered my MME last week so I will be waiting a while, but my reservation timestamp for the Bronco is July of 2020, so I am already 18 months in the can and no sign of a build date yet. And if you spend any time on B6G, the main Bronco forum, you would see that plenty of people have experienced the same thing you described, with their Bronco order. So far my Bronco order has been a quiet, lonely wait. Anyway, I ordered a Badlands, SAS, MIC, LUX, TOW and I am hoping to have my Bronco by summer (basically a two year wait)!

Thanks for the response. Ordered Mach E Premium. Bronco Badlands, SAS, MIC, High package (Reservation Date 7/17/2020, Build Date at Dealer 1/21/21, Dealer put in order to ford 11/4/21 )

 

[READY!]

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?

Very possible

 

[READY!]

It's really frustrating, but in the US the entire system (manufacturers, transporters, and dealers) for managing customer-ordered vehicles is still in the stone age. With the technology and manufacturing logistics we have (or should have) now, I see no good reason why a customer can't place an online order from the comfort of their own home, with user-specified choices for options, colors, etc. After the order stage, the customer should be able to track production and delivery of the car (through an online portal or app) without needing to beg for cryptic updates from dealers and shippers. But legacy car companies & dealer networks like Ford & GM just can't seem to make this leap.

All great points I agree with entirely. I work in logistics and we put very small, inexpensive GPS tracking devices on most items. SO easy. If its a cost thing just add it to the damn price.

 

[gpgrim]

My apologies for not having read through the all the posts, but in your original post, I didn't notice you mention the Vehicle Visibility Report. Did you get a copy of that from the dealer at any point? Until the car shows at the lot, that's basically the only way to know where the car is. My vehicle showed "shipped" on exactly the same date yours did, however it wasn't assigned a railcar until a month later and then it made Kansas City around the first weekend in Nov. There it took another month to be transferred to the ramp where it was loaded again onto a railcar taking another 10 days to make it to the Bay Area. The point in all this, is that the only information from Ford on these transfers was via the VVR. Between the VVR updates, it required engaging with the railroads, though KCS was a bit coy on specifics.

 

[READY!]

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.

Nothing adds up with this process right. Geez

My apologies for not having read through the all the posts, but in your original post, I didn't notice you mention the Vehicle Visibility Report. Did you get a copy of that from the dealer at any point? Until the car shows at the lot, that's basically the only way to know where the car is. My vehicle showed "shipped" on exactly the same date yours did, however it wasn't assigned a railcar until a month later and then it made Kansas City around the first weekend in Nov. There it took another month to be transferred to the ramp where it was loaded again onto a railcar taking another 10 days to make it to the Bay Area. The point in all this, is that the only information from Ford on these transfers was via the VVR. Between the VVR updates, it required engaging with the railroads, though KCS was a bit coy on specifics.

Thanks for the response, I am not familiar with the Visibility report. Sounds like all of your points make sense.

 

[READY!]

OP: read the "people grumpy" thread for more details but this was a wide spread problem for the late Nov/Dec deliveries.
I doubt your dealer sold the car.
Myself, @oadesign and several other's had their cars stuck at rail yard for weeks (mine at least 5 weeks).
Reason was a rear seat belt recall (God knows why it could not be fixed by the dealer).
So yes it's a terrible communication by Ford but have faith and you will enjoy the car (it really is nice).
I understand your frustration with the tax break (I am in the same boat, it's the in-service date that counts not when we purchased. I paid in full, even warrantee etc. started in Nov but didn't get the car till mid January due to Ford hold on the car).
I had also sold my car with anticipation of getting the new car (though I knew what I was getting into) because of the killing on the used car market.
For 5 weeks we had only 1 car, luckily we travelled 3 weeks so we survived...

Thanks for the reply. Sounds extremely familiar.

 

[gpgrim]

Nothing adds up with this process right. Geez

Thanks for the response, I am not familiar with the Visibility report. Sounds like all of your points make sense.

The person at the dealership who manages special orders will have access to the VVR. I would find out who this is and reach out to them for a copy.

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