So I ordered a 2011 Mustang V6 Premium Coupe on 4/3. The dealer takes 10 days to place the order. The car gets built 31 days after the order is placed. As of today, it has been 35 days since the car was built and the car has still not shipped and the initial ETA has been missed with no update.
Repeated calls to customer service are met with "Your dealer is the best person to ask about your car." And, "We can escalate this and get back to you within five business days".
Neither option has proved fruitful except that it lets the CSR take other calls that they may get rated better on. No callhas ever been returned. Emails to Ford have also been responded to with canned responses. The gist of all Ford's responses is, "Go away, your problem is typical not anything special. We don't need to do anything."
In the end, I'm left with Ford Customer Service being useless, the dealer being less than useless, and stuck with no idea when I'll get a car I custom-ordered but knowing it has sat in a parking lot in MI for more than a month with no expected delivery date.
So I would ask Bill Ford, Alan Mulally, Dave Pericak, etc. . . . where is my Mustang? Mr. Pericak tells one Mustang buyer to his face that there are no holds on Mustangs. But, in fact, there ARE holds. Mr. Ford is probably just worried that the company is going to be a Blue Oval with a weird looking H in it in 5 years (Hyundai). Mr. Mulally is likely just wondering why his Audi was replaced with some silly over-priced Taurus.
I've been a HUGE Ford fan for years. I've owned many DIFFERENT Fords crossing the entire product line (Ranger, F150, Focus, Escape, Taurus, T-Bird, Escort Mustang, etc.) and now I'm left feeling that Ford doesn't even care about the customer. Marketing touts 11,000 pre-orders but fails to address the THOUSANDS of cars sitting on the lots at AAI with quality issues. Management counts their profits today but fails to acknowledge the harm they're doing to customers by failing to keep them informed. The dealer network has become nothing more than a joke and a place to get free warranty service.
Tomorrow I will attempt to cancel my order. Any company that can build a car in 2 days but can't fix it in 35 clearly has a problem. First with poor manufacturing and second with the inability to address quality problems.
If Ford would like to FIX this issue, look no further than my VIN and the history: 1ZVBP8AM5B5116799.
Thanks,
A dissatisfied Ford owner and former customer