UK Customers

[SteveUk]

From the dutch thread

"
Er komt beweging in transport mexico naar europa.
Verwachte leverdatum begin maart."


There is movement in transport from Mexico to Europe.

Expected delivery date early March

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[Rudi]

[QUOTE = "SteveUk, post: 94524, lid: 1812"]
Van de Nederlandse draad

"
Er komt beweging in transport mexico naar europa.
Verwachte leverdatum begin maart. "


Er is beweging in transport van Mexico naar Europa.

Verwachte leverdatum begin maart
[/CITAAT]

mijn dealer zei dat het eerste schip dat aankomt een paar MME's zal bevatten.
Het is een feit dat u zich geen zorgen hoeft te maken. He thinks most of them will be dealer cars.

 

[portlandg]

I'm convinced things will look up as that recent Newspaper article stated March and Ford UK would have given that date when asked what to put in the article. Unless they are completely stupid.

The interesting thing is that when I heard from you guys and my dealer that 13 March delivery dates had been put back to 8 May I emailed Rebecca and as is my want had a rant. Now either that email or the one I sent previously to Emma Bergg must have switched on something because Rebecca emailed me yesterday saying that her bosses wanted to know where we all were getting our information from about the delivery delay. Apparently the system that they are working from isn't showing this delay. Presumably it is a different one to the dealers. Maybe our dealers are actually getting the better info even though it is thin on substance.

 

[SashaLondon]

Not sure if this has changed or was the same all the time but the tracker says delivery. Think this has changed since last time I looked however.

2020-03-06

 

[portlandg]

Not sure if this has changed or was the same all the time but the tracker says delivery. Think this has changed since last time I looked however.

2020-03-06

I think you will find that is your receipt date. We are now in 2021

 

[Wonky_Donkey]

My delivery info is coming directly from Vista (via the dealership)

My date was initially Jan/Feb as a rough estimate

My first firm estimate was given as 10th April.

Then I was advised before Christmas that it was 16th March

This week I was told it had changed to 8th May

... I would hope that Rebecca and co all have access to Vista?

 

[portlandg]

My delivery info is coming directly from Vista (via the dealership)

My date was initially Jan/Feb as a rough estimate

My first firm estimate was given as 10th April.

Then I was advised before Christmas that it was 16th March

This week I was told it had changed to 8th May

... I would hope that Rebecca and co all have access to Vista?

I don't think they have. My first eta was on 9th Dec when it was showing assembly offline and build date of 3 Dec with delivery date of w/e 13 Mar just like you. Then, like you and a few others, mine changed to 8 May. Like you all this was via my dealer. He sent me a screen shot of the vista sheet. The problem with vista is that it is dealer specific. All dealers have their own account, password etc so that they are the only ones that can access their customers details otherwise I would be up to see my mate/local dealer everyday checking on things. It would also leave dealers open to having their stock/customers poached by other dealers. I presume that FordUK don't have access to this system. Now if the process was wholly done online without the need for dealer involvement it might be a different matter, but I don't think that will ever happen any time soon.

 

[SteveUk]

What an utter farce!

for the sake of your mental health and blood pressure just don't let it get to you.

When you read posts on the US forum they get emails telling them if there's delay in build dates - has the same been done for the UK customers? honest question as I wouldn't know.

Also I read one post where a US customer wasn't happy getting those emails and just wanted an email when it was built or something - quite the opposite of the communication I think we all like!

Did Emma Bergg respond to you Grahame? if not, I think they're just trying to fog over things with their passive aggressive avoidance of responding by coming out with 'where are you getting your info from' etc

 

[portlandg]

What an utter farce!

for the sake of your mental health and blood pressure just don't let it get to you.

Quite agree.
Trying to run my business does that for me. All this is light relief in comparison ?

 

[Wonky_Donkey]

I don't think they have. The problem with vista is that it is dealer specific. All dealers have their own account, password etc so that they are the only ones that can access their customers details.

That would make sense about it being dealer specific, but you would think Head Office would have like an admin view where they could see everything. Having said that my experience of working in systems analysis tells me that what seems logical quite often isn’t the case LOL

 

[SteveUk]

That would make sense about it being dealer specific, but you would think Head Office would have like an admin view where they could see everything. Having said that my experience of working in systems analysis tells me that what seems logical quite often isn’t the case LOL

it might be a data protection issue not allowing Rebecca to look up info from a VIN but I would think that a bit far fetched.

And not knowing when shipping is going to happen for 100s of cars and thus eta delivery dates / not knowing when delivery is changing for the UK bound ship is a) incompetent or b) b.s

they will be getting at least weekly updates on all of this.

 

[portlandg]

That would make sense about it being dealer specific, but you would think Head Office would have like an admin view where they could see everything. Having said that my experience of working in systems analysis tells me that what seems logical quite often isn’t the case LOL

The problem is that we are all looking at it with simple customer eyes. You place an order for a specific car, it's produced, it gets QC'd and released, gets put on the next available ship, gets off loaded at port and then put on a transporter. Gets delivered to dealer who then PDI's it. You then take delivery.
It is a very simple process until you have to start relying of other people/companies. The steel for the body gets delayed, the paint supplier goes tits up so you have to find another, someone forgot to press send so the washers for the spring assembly didn't get ordered. The list goes on and on. Then Covid came along and put the biggest spanner of all time into the mix. Having said all that, there is still no excuse for the lack of updates/information we are (not) getting

 

[Mercury8]

The process does seem to be highly compartmentalised. After a week I got a reply from Ford customer services about my finance ‘issues’. They initially wouldn’t speak to my dealer due to GDPR rules.
According to them my dealer is going to resolve the issue and contact me in ‘due course’. I can’t face phoning them so will wait and see for the moment.
Once I know where I stand with that then it’s just a matter of getting the delivery date clarified......
Simples?!??

 

[Wonky_Donkey]

The problem is that we are all looking at it with simple customer eyes. You place an order for a specific car, it's produced, it gets QC'd and released, gets put on the next available ship, gets off loaded at port and then put on a transporter. Gets delivered to dealer who then PDI's it. You then take delivery.
It is a very simple process until you have to start relying of other people/companies. The steel for the body gets delayed, the paint supplier goes tits up so you have to find another, someone forgot to press send so the washers for the spring assembly didn't get ordered. The list goes on and on. Then Covid came along and put the biggest spanner of all time into the mix. Having said all that, there is still no excuse for the lack of updates/information we are (not) getting

I've always thought the supply chain for this must be an absolute nightmare! You've got bits coming from all over the world which are all in differing stages of the pandemic with local shutdowns. To be honest it's a miracle they've managed to make as many as they have.

All that said, the company will be split into separate responsibilities like parts, logistics, assembly, sales etc. The whole chain relies on good communication between the different areas, and I think that's what has fundamentally gone wrong here. I don't necessarily think that Rebecca & co in the Online Sales area are necessarily hiding anything or are incompetent. They probably just aren't getting told what's happening and are not being kept in the loop.

...and that's why it gets very frustrating as a customer because you have two different areas in sales telling you different things - but they both think they are giving the right info to the customer and being helpful.

 

[portlandg]

The process does seem to be highly compartmentalised. After a week I got a reply from Ford customer services about my finance ‘issues’. They initially wouldn’t speak to my dealer due to GDPR rules.
According to them my dealer is going to resolve the issue and contact me in ‘due course’. I can’t face phoning them so will wait and see for the moment.
Once I know where I stand with that then it’s just a matter of getting the delivery date clarified......
Simples?!??

I don't understand what the problem is. Your dealer should be the one that is organising your finance just like he would do for any other car he sells. When I confirmed my order and went to do the finance it came up saying that there was a problem and to contact my dealer. When I did he took some details over the phone pressed a few buttons and then said all done approved. Job done. If anything, I think your dealer is getting bogged down by the whole "online" order process and is assuming he doesn't have to do anything.

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