sborsch
Well-Known Member
- First Name
- Steve
- Joined
- Jan 21, 2022
- Threads
- 21
- Messages
- 132
- Reaction score
- 291
- Location
- Southern California
- Vehicles
- 2024 MME; 2020 Lexus NX300 Hybrid
- Occupation
- I.T. Consultant
- Thread starter
- #1
When ordering last December, Ford set my expectations with "20+ weeks" for build and delivery. Today marks 24 weeks and, since it appears there are no updates to my account, order, modules, etc., that it's probably a crapshoot when I'll get my MME actually built and delivered.
So today I called @Ford Motor Company customer support. Wanted to ask questions about what the heck is going on with my MME order which has clearly not been built yet, even though 5/30/22 was my already-slipped build week and which was originally to be 5/23/22.
Yes, I'd like my MME. But more than that I'd like Ford to tell me SOMETHING and set an expectation, especially since my build expectation was set when I ordered and their rough 'promise' is now a month overdue.
I've even made calls to local dealers about competitive EVs like the Ioniq 5 (and yes, even Tesla Model Y which would come much later) and here's the kicker: They have been all over me like a bad suit, calling and emailing to keep me interested. The followup is stunningly good compared to Ford.
The sad thing? The company that already HAS my EV order connects with me almost never.
I've only received two emails from Ford in 5.5 months. Besides being a huge missed opportunity to build a long-lasting customer relationship, this twisting-in-the-wind, no information method of getting us to wait does nothing but make people mad, me included.
As usual with Ford communications — currently THE most woefully inadequate corporate customer communicating I've experienced for years — I didn't learn a damn thing on my customer support call and still know nothing. I also contacted my very knowledgeable and experienced dealer rep and, after we connected, it was confirmed that I had more information at my fingertips than he did ... but asked me to check back "in a couple of weeks."
I also had ALOT more information about my build status than the Ford customer service rep did (thanks to this forum). I told her and asked her to confirm: about no modules being turned on yet so my MME is obviously not yet built (true); the order tracking I've done that shows my spot in the queue is still in limbo (true/false as she informed me that most cars are "in production for a month"); and the call resulted in zero other new information or status updates and therefore no expectations could be set.
View attachment 68228
This weekend I also resorted to social media which I also did a month or so ago too. The maddening thing is that @Ford Motor Company and @jimfarley98 on Twitter have had no response to my tweets Sunday or even previous ones over the last 5.5 months (which, I've since learned, is typical and apparently Ford uses social media as a megaphone vs. a phone call method of communicating).
Even though most corporations can't scale their social media response mechanisms to handle milliions of inquiries, where are the worker-bees that respond to tweets? Usually companies with a social media presence have SOME sort of marketing or support function that at least responds to social media with even boilerplate kinds of information.
Ford's responses? Crickets all day, every day.
The irony? When Ford had Scott Monty there running their social media presence, he was an innovator, leader and rockstar. Ford was looked upon as one of the (if not THE) best company managing a corporate social media presence. In fact, when I lived in Minnesota, a local interactive marketing organization had him up for a talk to a few hundred tech and marketing people and he was fantastic.
At the time if someone tweeted to Ford, one of his team (or Monty himself) would IMMEDIATELY respond. Again, even if their response was corporatespeak, Ford at the time wouldn't let customers (or even prospects, competitors or others) be left shouting in the wind with no response. As far as I am concerned, it is unconscionable to let customers like us just sit out here twisting-in-the-wind not knowing jack-shit about our $50k to $70k orders.
OK...that's the end of my rant. I hope someone at Ford reads this thread and does something about communicating with customers.
------------------------------------------------------------
By the way, here are those tweets I mentioned which, like others before them to Ford and CEO Jim Farley, have been met with silence:
View attachment 68229
View attachment 68230
So today I called @Ford Motor Company customer support. Wanted to ask questions about what the heck is going on with my MME order which has clearly not been built yet, even though 5/30/22 was my already-slipped build week and which was originally to be 5/23/22.
Yes, I'd like my MME. But more than that I'd like Ford to tell me SOMETHING and set an expectation, especially since my build expectation was set when I ordered and their rough 'promise' is now a month overdue.
I've even made calls to local dealers about competitive EVs like the Ioniq 5 (and yes, even Tesla Model Y which would come much later) and here's the kicker: They have been all over me like a bad suit, calling and emailing to keep me interested. The followup is stunningly good compared to Ford.
The sad thing? The company that already HAS my EV order connects with me almost never.
I've only received two emails from Ford in 5.5 months. Besides being a huge missed opportunity to build a long-lasting customer relationship, this twisting-in-the-wind, no information method of getting us to wait does nothing but make people mad, me included.
As usual with Ford communications — currently THE most woefully inadequate corporate customer communicating I've experienced for years — I didn't learn a damn thing on my customer support call and still know nothing. I also contacted my very knowledgeable and experienced dealer rep and, after we connected, it was confirmed that I had more information at my fingertips than he did ... but asked me to check back "in a couple of weeks."
I also had ALOT more information about my build status than the Ford customer service rep did (thanks to this forum). I told her and asked her to confirm: about no modules being turned on yet so my MME is obviously not yet built (true); the order tracking I've done that shows my spot in the queue is still in limbo (true/false as she informed me that most cars are "in production for a month"); and the call resulted in zero other new information or status updates and therefore no expectations could be set.
View attachment 68228
Is my MME going to be built next week? The week after? in July or August? No one apparently knows.
This weekend I also resorted to social media which I also did a month or so ago too. The maddening thing is that @Ford Motor Company and @jimfarley98 on Twitter have had no response to my tweets Sunday or even previous ones over the last 5.5 months (which, I've since learned, is typical and apparently Ford uses social media as a megaphone vs. a phone call method of communicating).
Even though most corporations can't scale their social media response mechanisms to handle milliions of inquiries, where are the worker-bees that respond to tweets? Usually companies with a social media presence have SOME sort of marketing or support function that at least responds to social media with even boilerplate kinds of information.
Ford's responses? Crickets all day, every day.
The irony? When Ford had Scott Monty there running their social media presence, he was an innovator, leader and rockstar. Ford was looked upon as one of the (if not THE) best company managing a corporate social media presence. In fact, when I lived in Minnesota, a local interactive marketing organization had him up for a talk to a few hundred tech and marketing people and he was fantastic.
At the time if someone tweeted to Ford, one of his team (or Monty himself) would IMMEDIATELY respond. Again, even if their response was corporatespeak, Ford at the time wouldn't let customers (or even prospects, competitors or others) be left shouting in the wind with no response. As far as I am concerned, it is unconscionable to let customers like us just sit out here twisting-in-the-wind not knowing jack-shit about our $50k to $70k orders.
OK...that's the end of my rant. I hope someone at Ford reads this thread and does something about communicating with customers.
------------------------------------------------------------
By the way, here are those tweets I mentioned which, like others before them to Ford and CEO Jim Farley, have been met with silence:
View attachment 68229
View attachment 68230
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