EdCaffreyMS

I've come back to this thread a number of times, and rather than stoop to the same level, I'll just say this: It's obvious that the two individuals above have been on these forums for some time, and each has an huge number of posts. I would surmise that neither has a truck on order. I would also think that rather than flaming people for genuine customer concerns, they would use their experience to offer something constructive and helpful. Both portray what I have come to view as a typical "Union Attitude".....that being a sense of superiority and entitlement. If these forums are suppose to be a "Ford cheering section only" then maybe that should be clearly stated on the sign-up page.

That's the information that the Ford Customer Care Rep gave to me.... if it's fact or fiction.....well, we will likely never know. What we do know is the fact remains that there are a large number of people out there who have been waiting 3 months and beyond for the truck they ordered, with no information or explanation for FoMoCo. While others have ordered and taken delivery of their trucks in as little as 4 weeks......just doesn't make sense. I've committed myself to wait on this truck....I really have no other choice, but I will say that the whole experience has soured me to the "order a new vehicle" thing. If I ever purchase another Ford product, it will certainly be off the lot, where I can at least deal face to face with those selling it to me.

I think I'm wise enough not to feed a GM dealer any information that would make him think I'm a "disgruntled ford customer".....and of course anything he told me would be taken with a grain of salt. You're like a lot of others who have responded to this thread....not reading the whole thing and understanding the scope of it. After throwing several "hissy fits" with Ford customer care, my case was "elevated" and last Friday I got a call from the regional customer care rep. He promised weekly updates until the truck starts moving, and once it does, daily updates. We'll see how that goes. He gave me the information about the transportation issues, which I have passed along to a number of others who are in the same situation I am. The piece of the puzzle that does not fit is the fact that many who placed orders weeks after mine (and many others) have already taken delivery and are not driving their new rigs. It seems that there are a number of individuals who's trucks were built in mid Feb who are in the same boat....waiting and waiting with no information or answers. I think it comes down to this: Those who have been placed on "terminal hold" should be bugging the daylights out of Ford Customer Care.....email and call them daily until you get some answers. I've played the patience game, tried gaining information by being as polite and nice as possible, but it doesn't work. Until you decide to dig in and do whatever you have to do, then your going to get the same old thing.....nothing. In these circumstances, a person basically has two choices....you can either be one of the "sheeple" heard, or you can do what's necessary until you get some action. I've committed myself to wait on this truck, but that doesn't mean I am going to sit around with someone peeing down my back and telling me it's raining.

I thought I would pass this along to everyone.... I got a call from a Ford Customer Care rep. and FINALLY got some information. My truck is still sitting in Dearborn, but at least this individual threw me a bone. (which is all I was ever looking for) I'm at going on 12 weeks waiting, and my truck was released from the factory on 28 Feb. The short version of what he explained to me is this: In Jan there were three major transport companies that handled all of the "Big-3" auto makers' deliveries via rail. In early Feb two of those companies went out of business. Ford immediately signed on with the remaining company, but GM and Chrysler balked, and are trying to negotiate with the transport company. This precipitated a strike and there are now picket lines at the rail head in Dearborn. Apparently workers refuse to cross the picket lines of another union.....and as a result, there are only 1-5 rail cars per day of new vehicles being shipped out of Dearborn, when normally there are 100-150 rail cars of new vehicles being shipped out. The individual I spoke with told me that since I now have a "case number" assigned to my new truck, I would receive periodic phone calls and emails....weekly until movement starts on the truck, and then daily communication once the truck starts to move. All of that won't make the truck get here any faster, but it's at least something.....just some sort of communication/explanation. It's too bad that it took 10 roughly worded emails and 3 phone calls to Ford Customer Care to get it, but some communication is certainly better than none. If what I was told it true, I suspect my truck is sitting at the back of a lot somewhere with about 5,000 others between it and the gates. It would seem logical to me that Ford would make some kind of a statement....at least to the dealers who have angry customers waiting on their vehicles.....even the gentleman I spoke with at FCC agreed with that. While I'm happy for them, the most maddening part for me is that a lot of folks who ordered their trucks weeks after I ordered mine, have already taken delivery. To me, something is seriously wrong with that.

As is the truck! Obviously you either ignored or didn't read that the truck was "released from the factory" on 27 Feb.......so the truck at this point is no different than a washing machine sitting in a warehouse....it's built, done, completed. FoMoCo transmitted the data to the dealership as such, with an ETA of 7 March. Every one of you folks who has chastised me can't seem to understand that I was not, and am not asking to be informed at every turn and detail of the vehicles manufacturing. What I am demanding is that because FoMoCo set a delivery date, then in no way got even remotely close to it, an explanation. And just to be very clear about it, this order was not what some of you have called "custom"....this was an allocation for the dealership from FoMoCo. What needs to be separated and understood is that although they are interrelated, FoMoCo and the dealerships are two distinct and different entities. My Dealership has been nothing but fantastic throughout this whole ordeal, and in my opinion, has been "hamstrung" by FoMoCo I was at the dealership this morning, where I spoke with the General Manager, the New Vehicle Manager, the finance guy, and the salesman that I have been dealing with. Ford is killing their dealerships with the lack of communication. Just this week alone, no less than 6 individuals have cancelled their orders for various Ford vehicles because of the long delivery delays and no available information. If this is happening at my local dealership, then there is little doubt that it is happening at dealerships all across the country. The folks at the dealership are just as frustrated as I am, with the difference being that I'm only waiting on a vehicle..... because of FoMoCo lack of communication, it's costing the dealership BIG bucks in cancelled orders, and customer relations. I'm not asking FoMoCo to "bare it's soul" to the public. I'm not even too concerned about the specific details of whatever "hold" is now in place. What I am concerned with it the complete lack of ANY communication. At this point even a simple "Shipment delayed, ETA TBD" would reflect better on FoMoCo than the continued silence. As to the "competitive advantage", whether FoMoCo realizes it or not, they may very well be giving away any advantage they might have possessed by customers cancelling orders and going to competitors for their vehicle purchases.

I'd actually thought about the possibility of selling the items, but I'd loose money in the process. I still haven't reached my "breaking point" with waiting on the truck...and since my Mrs. works at the dealership, I don't want to cancel the order, and possibly have her catch any backlash. She's already nervous that I have contacted Customer Care, worried that it will come back on the dealership, and possibly her. The whole situation is sad in that the Dealerships are "the face" of Ford, and essentially Ford is cutting off their nose in spite of their face..... the folks at the dealership, from the owner on down, are being kept just as much in the dark as the customers are. It puts the dealers in a really bad spot, being blamed for things by the customers, yet receiving no support or help from Ford. Ford reminds me of the bully kid on the playground.... "I'm bigger than you, and can do whatever I want because there is nothing you can do about it!" The trouble is that sooner or later every bully gets what's coming to them. I also have to wonder if Ford got the "big head" because of all the support and praise for not taking "bailout" money. I know that brought a lot of customers to Ford from other brands. I also believe that Ford is loosing customers because of the extended delays in delivering vehicles. I took the time yesterday to stop by the GM dealership and ask some questions about delivery time on "ordered" vehicles. He did tell me that recently they had some delays due to availability of rail cars, but said that is "fixed". I also asked what a person could expect for a delivery wait when ordering a new Sierra pickup. He told me that right now from the date of order is "input", no more than 5 weeks until it's at the dealership. For now I'll continue to wait for my new truck, but that doesn't mean I'll sit by without asking questions and seeking answers. Regardless of the trash that has been posted about "custom" orders not being important, a customer is a customer, and any customer should be treated as such.....and I will not settle for less.

If my dealership is any indication, Ford's delays are starting to take a toll......I was at the dealership yesterday, and while chatting with the finance guy, he was telling me that this week alone, they have had no less than 6 people who have canceled their orders for F150s. (because of the excessive wait, and the lack of communication from FoMoCo) The sad part is that the dealerships are doing everything they can, but Ford is screwing them too. Many folks don't realize that the dealerships have no more control over things than you or I do. But since the dealership is who they know and deal with, the blame is generally laid on them. I'm kinda stuck in that I already have a new topper, mats, bedrug, etc. sitting here at the shop, gathering dust, all of which are fitted for a 2011 F150. Last week I sold my old truck, and am now driving a "borrowed" vehicle. This truck was the first new vehicle I have ordered in my 48 years, and it has soured me to the whole experience. I cannot image ever going through this again, nor would I ever recommend that anyone else put themselves through this goat rope!

I agree! I ordered a new washing machine from Sears a while back.....when I ordered it they asked me for an email address, and to my surprise, once the order was placed, I got an email during every step of the delivery process. I even got an email one morning, telling me that the delivery to the store would be delayed by one day because there was a "break down" of the transport vehicle. It's pretty sad when Sears can do that with a $600 washing machine, but FoMoCo can't even take the time to keep their dealerships informed when the item is a $40K+ truck! I think being a "squeaky wheel" has finally gotten me a tiny bit of grease. For over a week now, I have been emailing Ford Customer Care an email a day... asking for an explanation as to why Ford has so badly blown their delivery ETA on my new truck. This morning I opened my email and had an email from Ford containing a User ID and password for an online "Customer Survey". Took about 15 mins to complete it. The very last page is a "customer comments" page. Let's just say that I expressed my disappointment in FoMoCo's customer service. It took a total of 3 calls and 8 emails to Ford Customer Care...but maybe, just maybe, someone will now noticed that a lot of folks, who are plunking down some serious $$$$ on a Ford vehicle are not happy. During my last phone call to Ford Customer Care, when I mentioned that I had been waiting for 10 weeks, that seemed to be a trigger for them....reflecting on the conversation, when I told the gal how long I had been waiting, she immediately said that it needed to be "elevated"...maybe that was the trigger for the survey. If your in the same boat as I am....with Ford terribly blowing your ETA, I would encourage you to email or call Ford Customer Care daily....maybe if enough of us do so, the message MIGHT start getting through. Ford Customer Care email: crcfmc@ford.com Ford customer Care Phone: 800-392-3673 It's a shame that it takes all of that to get ANY response from FoMoCo. I can accept delays, as long as the communication is kept open, but that just doesn't seem to be a FoMoCo operating principle.

That's too bad.....The Dealership has been fantastic through this whole goat rope. FoMoCo has kept them just as much in the dark as they have me. The Dealership will get shining marks from me.....and I suppose that FoMoCo will take the credit for good marks given to the dealership.....figures.

Into week 11 since ordering the truck. Same old broken record from FoMoCo...."awaiting transport", with no other information available. Can't wait until Ford sends me their Customer Satisfaction Survey....it's gona be ugly.

My Mrs. just called from work..... She spoke to the VP of the dealership this morning, and was told that about 5,000 vehicles are "awaiting transport" with the hold up being a train derailment. Not sure where or how severe the derailment, but at least that's SOME information! I totally disagree with that. The information that I am basing all my input on, came directly from FoMoCo in the form of data transmitted to the dealership, who in turn, printed the information and passed it to me. This is routine for anyone, anywhere when placing a vehicle order. I am sitting here looking at the hard copy that states "27 Feb Released from factory, awaiting transport, ETA 7 March". That specific print out is dated 28 Feb 2011. Since that date I have received a printout on a weekly basis with the same information, and almost daily verbals updates from the dealership. The issue is not about knowing everything in the production sequence, step by step....it's about being fed data that came directly from FoMoCo indicating specific events will/would occur on or around specific dates, and when that information proved false, no explanations where offered or could be obtained from FoMoCo.

The lack of input or response from Ford to this subject certainly speaks volumes.

No, I wasn't asking for production process tracking....but the day we ordered it (the washer) from Sears, they asked for my email address, and at each step I would get an email. I even got an email one morning telling me that the delivery to the store would be delayed by one day, due to "mechanical break down" of the transporting vehicle. If Sears can do that with a $600 washer, then Ford could certainly do it with a $40K truck! I don't really see the process of information flow with the new truck much differently. The truck was released from the factory on 27 Feb, which indicates to me that the truck is complete, with a status of "awaiting transport" Maybe I'm misinterpreting, but logically that would indicate to me that the vehicle is complete, and ready to be transported by whatever means is dictated, to the dealership. It seems that is where everything came to a halt. No change in status since, and no information as to what or why. So unless I'm not understanding something, the truck has been sitting somewhere (I'm assuming Dearborn since I have no other information to base anything on) in the elements. Contrary to what some might think, I'm not asking for production information each step of the way....I'm asking for a simple status update and explanation as to why my new vehicle is sitting somewhere, and not delivered on, or somewhere around the 7th of March as was indicated to the dealership by FoMoCo. Somebody at the FoMoCo plant in Dearborn set the delivery date, and sent that information. That would also indicate to me that somebody knows the reason why it's not being delivered....so why not send that information? An informed custom may not always be a happy one, but it is far better for customer relations than to be treated like a mushroom.....(I think most are aware of that analogy).

Few words, with massive content. That has been the point of all my posts. My spouse works for the dealership we ordered through, and over the years I have become good friends with most folks who work there, and have come to know/understand how dealerships work/operate. We waited until the dealership received allocations for the vehicle we wanted, and using one of those allocations, placed the order. Generally the dealership runs "details" on everything that has been ordered on Tuesday mornings, but with our vehicle the Secretary has been running a detail every morning. She has even called a few times since our ETA came and went, but FoMoCo will not offer any information beyond what the detail reads. In my estimation the dealership has been wonderful, going above and beyond what I expected. That is the reason why I have been so hard on FoMoCo in this thread, and I believe rightly so. As I said in a previous post....I was kept better informed when I ordered a $600 washing machine from Sears. If Sears can keep me apprised on an item like that, I simply cannot understand how FoMoCo can justify NOT keeping a customer informed on a $40K vehicle. It's a simple matter of customer service and communication.....and no matter what others might say, if you are in business, each and every customer is important.

I've created nothing....Ford created the scenario...by sending out information that the vehicle was released from the factory, with an ETA of 7 March.......then, failing to meet anywhere near that date, offering no explanation or information what so ever, and then, being either unwilling or unable to answer a single, simple question..... "What is the specific delay?" That, is a customer service issue, no matter how you view it or wrap it. You believe that a customer who is spending $40K+ on a product should not be afforded the same level of customer service that Sears can provide when someone orders a washer or dryer? You need to go back to school and take Business 101.

So how does all the bull apply when the truck I'm waiting on IS "dealer allocation"? How do I know that? Let's just say that I have an inside source. As for the rest of your rationalization, it's not even worth an attempt. Concerning customers being willing to accept delays, they may not accept all delays, but you will keep far more customers if you keep them informed, rather than "shutting them out". While the end goal is of course to take delivery of a vehicle, that is not the main thrust of the argument....it's about offering an explanation as to why a vehicle that was released from the factory before the end of Feb is still sitting there.... especially when FoMoCo established and sent an ETA of 7 March to the dealership, who in turn printed that detail and handed it to me. Just how difficult would it be to transmit a message to the dealer? for example: "Delivery delayed due to QC issues, ETA TBD" That wouldn't make the vehicle show up any faster, but it might just give me the illusion that Ford gives a hoot about the consumer, who buys their vehicles and keeps all those union paychecks coming.

That makes absolutely no sense. Isn't anyone who purchases a FoMoCo vehicle a "customer"? And every vehicle that rolls out of the factory is an "order"....whether that order comes from a lone individual, a dealership, or an entity utilizing the vehicle(s) in a Fleet environment. If Ford's business and systems are not setup to accommodate their customers, then something is VERY wrong.

The lack of customer care is 9 emails and 5 phone calls.....each asking the exact same questions, and with the same result.... Side stepping the question(s) and a patronizing "Rest assured, the wait for your new Ford F-150 will be worth it." Dealing with Ford Customer Care is like trying to collect on a UPS insurance claim...you never speak the the same person twice, either via phone or email, so each time you're asked for the same information you've already submitted, all in hopes that you will get tired of chasing your tail and give up. It's an effective way to avoid having to deal with customer issues, but it creates animosity and distrust. I own and operate a business. Customers will accept almost any delay, as long as you communicate and keep them informed. Fail to do so and you breed mistrust, frustration, and anger. All of which are detrimental from a business aspect. I am no different. When I am another company's customer, I expect to be treated as such. What I find so extreme is that FoMoCo is not even keeping their dealerships informed...they are as locked out of information as those of us who are the end consumer. Maybe it shouldn't be this way, but the sad fact is that whenever a consumer has a bad experience, the next time they consider doing business with that entity, the only thing they will recall are the negatives. I can assure you that even though I might "love" the truck if it ever arrives, there will always be that "cloud" of a bad ordering experience, and the terrible customer service hanging over it.

Could anyone shed some light on a couple of things for me? I ordered a new F150. The truck was released from the factory on 27 Feb, and I was given an ETA of 7 March. Now, two weeks beyond that date, the details ran by the dealer all come back "awaiting transport, ETA 7 March" My dealer has bent over backwards to serve me, but they simply cannot get any information out of Ford.... what gives? I have contacted Ford Customer Care several times now, trying to ascertain information, and the experiences have just been maddening.... they don't seem able/willing to answer even the simplest questions. Sorry, got off base there.... Does anybody know what the hold up at Dearborn is?

Ordered: 18 Jan 11 Built: 19 Feb 11 Released from Factory: 27 Feb 11 ETA: 7 march 11 Still no vehicle, and every detail ran since 1 March has said "awaiting transport, ETA 7 March". My dealer has been checking on it almost daily for me, and FoMoCo is ZERO help. Yesterday was two weeks past the ETA, and the best I know is that it's still sitting in Dearborn with all attempts at gaining information hitting a brick wall.......very maddening!

Good Morning! I'm seeking some input on Ford's delivery policy/time table for delivering new vehicles. To give a bit of back ground.... this is the first new vehicle I have ever ordered/purchase. Jan 18 I placed an order for a new F150. My dealer has been great about keeping me updated....the truck was built on 19 Feb, released from the factory on 27 Feb, and I was given an ETA of 7 March, with the detail stating "Awaiting Transport". That's where things have come to a screeching halt. As of two days ago, I check again through the dealer and the detail is still "Awaiting Transport". I've contacted Ford Customer Care, and was sorely disappointed with all the side stepping and "tap dancing"..... My questions were fairly simple: Since my vehicle was obviously not here on the ETA, what exactly does ETA mean to Ford? Does that mean the vehicle should be delivered on that date? A week later? Two Weeks later? A month? And......After dropping $40k on a Ford vehicle, why has it been sitting "awaiting transport" for 3 weeks...whats the hold up/situation??