Ford’s Communication

[DBC]

It would be nice if Ford gave more info, but they probably don’t have much info to give. I don’t think this is anything like tracking an Amazon
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At the end of the day, Ford is also the wholesaler here and our business is with the dealer.
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Anyway, I think Ford has done an OK job with room for future improvement on the communication front

The last time I special ordered a car, I received exactly zero communications. Including when the car arrived on the lot.
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And this was in California. Ford is doing far better imo.

I agree with these sentiments 100%. The reporting systems don't all seem to be on the same page but these were developed for dealers not retail customers. The detail and level of detail won't be the same as a retailer would provide.

Overall the level of communication has been pretty good. Bottom line is a month before the MME arrives at the dealer I have an email giving me an estimated arrival date. Plus a web site that provides a lot more detail. With the vagaries of rail shipping there isn't a real possibility of doing better than that.

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[horsiedad]

So, after watching this thread for a few days, here are my thoughts on Ford’s communications:

• This is the age of the Internet and social media. Consumer expectations are much higher these days when it comes to communications.
• People who put down good money to buy $50K+ cars sight unseen are due good communications.
• Customers tend to be more empathetic and forgiving if you bring them into the loop. 2020 has been crazy for sure. Ford: why not share what your challenges are and what you are doing to mitigate them? Tell us about ramping up production in Cuautitlan? Tell us about how your testing is going. Share with us your shipping challenges.
• The Mach Drop was a colossal failure. The first time I called the 800 number as indicated in the promotion, the Ford agent did not have a clue what I was talking about. Also, the promised call from the dealer didn’t happen until I called back a number of times.
• Ford’s different sources of information to not reconcile. The Ford website shows one thing. The tracking site shows something different.
• Yes, you can argue that more information should be coming from the dealers, but Ford knows that this is a potential weakness and could try to compensate by communicating more directly with their customers.
• It doesn’t really matter what other car companies do, or don’t’ do. If you are a leader, you try to do better.
• It doesn’t really matter what Ford has done in the past. If you’re a leader, you try to do better going forward.

Now, don’t get me wrong. I’m excited to be getting my MME in the next couple of months. I’ve never considered cancelling my order. I’m sure that my MME will be everything and more than I expected. I'm just saying that Ford's communications are not up to the level of the car itself.

Lastly, I thank the people that started this forum. It has been a wealth of knowledge. Happy New Year everybody. I hope you have great experiences with your E-pony.

 

[EV Lab]

The Escape/Corsair PHEV Job 1 date has been delayed for a second time now due to the Kuga fires in Europe. They won't start production now until April 5th, so those vehicles won't be reducing Ford's available tax credits as much as planned this year.

My comment was in response to the idea of canceling an order for a 2021 model and waiting for a 2022 model. Not sure what Ford's total EV sales are, but with 2021 MME sales there's a chance they'll be high enough to trigger the beginning of the end to Ford's federal tax incentive eligibility.

 

[DBC]

Now, don’t get me wrong. I’m excited to be getting my MME in the next couple of months. I’ve never considered cancelling my order. I’m sure that my MME will be everything and more than I expected. I'm just saying that Ford's communications are not up to the level of the car itself.

This is likely a management perspective but I couldn't disagree more with your opinion. Ford has done all of us a HUGE favor by essentially foregoing its normal dealer based distribution business model. Rather than giving the dealers an allocation and letting them mark up prices until supply equates with demand, it gave its retail customers the allocation, which had the natural effect of eliminating additional dealer markup.

You're judging Ford as if this unusual model was its normal mode. It's not. It's highly unusual, which means that all the normal processes it uses won't exactly fit the model it's using for the MME.

Criticizing Ford for not having a seamless retail order process is like criticizing Tesla for not providing a stellar dealer experience. To use your words and reasoning, Tesla is failing because, even though it doesn't have dealers:

• It doesn’t really matter what other car companies do, or don’t’ do. If you are a leader, you try to do better.
• It doesn’t really matter what Tesla has done in the past. If you’re a leader, you try to do better going forward.

 

[DaveRuns]

I agree with these sentiments 100%. The reporting systems don't all seem to be on the same page but these were developed for dealers not retail customers. The detail and level of detail won't be the same as a retailer would provide.

Overall the level of communication has been pretty good. Bottom line is a month before the MME arrives at the dealer I have an email giving me an estimated arrival date. Plus a web site that provides a lot more detail. With the vagaries of rail shipping there isn't a real possibility of doing better than that.

I know this isn't Ford's problem or area, but it would be cool to be able to track the rail car along its route.

 

[BlueMach]

I know this isn't Ford's problem or area, but it would be cool to be able to track the rail car along its route.

Ford's dealer-facing system does report passing waypoints for the railcar. If your dealer is nice enough, they can check where the last-reported place of the railcar was.

 

[Illinibird]

I think now that Ford’s communication with it’s customers with build dates is improving. People are starting to get e-mails telling them ETA for delivery at the dealer. Happy ? New Year everybody!

 

[DBC]

I know this isn't Ford's problem or area, but it would be cool to be able to track the rail car along its route.

The salesperson at the Ford dealer told me the rail delivery could be tracked. Unsure if he meant that he would give me a way to track myself or whether he would do it. Hopefully the former!

 

[BlueMach]

The salesperson at the Ford dealer told me the rail delivery could be tracked. Unsure if he meant that he would give me a way to track myself or whether he would do it. Hopefully the former!

The dealer can see the tracking on the railcar. It's up to them if they pass it along, but if your dealer is willing, let us know how the journey goes!

 

[zhackwyatt]

The dealer can see the tracking on the railcar. It's up to them if they pass it along, but if your dealer is willing, let us know how the journey goes!

On my C-max I was able to go to the rail companies website and track it there. Just like UPS or FedEx.

 

[horsiedad]

Criticizing Ford for not having a seamless retail order process is like criticizing Tesla for not providing a stellar dealer experience. To use your words and reasoning, Tesla is failing because, even though it doesn't have dealers:

1. I didn't criticize Ford's ordering process. I criticized their communications.
2. Doesn't matter what Telsa, or any other auto manufacturer is doing. What matters is what Ford is doing for their customers.
3. I'm not sure why so many people use Tesla as their benchmark. In the long term, it's what BMW, Volvo, Volks Wagon, GM, and the others do.
4. We can agree to disagree.

 

[Illinibird]

1. I didn't criticize Ford's ordering process. I criticized their communications.
2. Doesn't matter what Telsa, or any other auto manufacturer is doing. What matters is what Ford is doing for their customers.
3. I'm not sure why so many people use Tesla as their benchmark. In the long term, it's what BMW, Volvo, Volks Wagon, GM, and the others do.
4. We can agree to disagree.

Couldn't have said it more succinctly!

 

[trutolife27]

1. I didn't criticize Ford's ordering process. I criticized their communications.
2. Doesn't matter what Telsa, or any other auto manufacturer is doing. What matters is what Ford is doing for their customers.
3. I'm not sure why so many people use Tesla as their benchmark. In the long term, it's what BMW, Volvo, Volks Wagon, GM, and the others do.
4. We can agree to disagree.

I see your point and his. One this is a ford forum "looks around" yes it is. the other is tesla started doing it a different way first. So yes that is how you would compare.
The ICE way vs the BEV. The more and more you want online and not dealing with people the less you will get.

Tesla does not keep emailing or talking to you. Info is as little as it can be.

 

[engnrng]

I didn't even get this email so it is still very hard for them to communicate

@janitorjim and @Illinibird: Are you signed up to receive emails from Ford Authority? I get 1 to 4 emails almost every day from them. A couple a week involve the Mach E. If you have not signed up to receive their emails, why are you complaining? I also have received every email every step of the way from [email protected] on my Mach E order, but only after I enrolled with them to send me those emails. I imagine with thousands of anxious customers with orders for their vehicles, they spend a lot of time answering inquiries by phone and email. I have not contacted them once, figuring that persistent phone calls from me are not going to help them get my order to my dealer any quicker. More likely such activity will only consume already scarce resources. I will also say that my dealer has sent me some info a few times and always replied promptly when I had a question or comment. I realize my experience with my dealer is likely rare in these circles, but when I placed my order, I took the dealer contact into account and have been pleased so far. Happy New Year!

 

[solarmoo900]

Are you signed up to receive emails from Ford Authority? I get 1 to 4 emails almost every day from them. A couple a week involve the Mach E. If you have not signed up to receive their emails, why are you complaining?

Ford Authority is not related to Ford at all

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