Better Communication

[DEREKC]

Hello Ford Management!

I am here to suggest that a greater effort be placed on customer communication in regards to availability of ordered vehicles. I am one of many that have pre-ordered the Great New Focus, and am patiently waiting while I also await spring. I would however like to communicate that many people are very anxious to receive their new vehicles, but are not receiving any information from Ford or their Ford Dealer. I understand in this case that you have announced that the Focus will be available as of Spring 2011, but might I recommend that estimated date be provided to the dealer network so that they might communicate with the customer. You have raised the bar your vehicles, and I know that you can also raise the bar in this area for yourselves and for the dealers.

By providing a little more communication and a little more effort you will manage to keep people happy...not everyone, but most!

 

Example: http://www.blueovalforums.com/forums/index.php?/topic/44262-whats-the-issue-with-delivery/

 

 

P.S. I very much appreciate Ford's effort to ensure my GREAT NEW FOCUS Titanium is as perfect as possible, as it's worth the wait!!!

 

Thank you,

Derek Cunningham

Ottawa, Ontario

[EdCaffreyMS]

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

[svtenthusiast]

I 2nd the original posters message. Please Ford take this message to heart and improve this side of your business. You can make the best vehicles in the world, but without a consistant, strong customer relationship you are missing out.

[campbell53]

As a dealer we aren't told much. I rely on my daily print outs showing ordered unit status. But it doesn't help much when Explorers are showing estimated delivery the week of 2-2 and it's now almost April. Puts me in a tough spot. I learn more online than I do from Ford.

[2012GrabberGT]

I ordered a 2012 Mustang GT on 02/15/11 and was told 6 to 8 weeks. All I hear from my dealer is there's a shortage on engines. Nothing else. Would be nice to get some feedback to tell why there's a shortage and what steps they are taking to resolve the issue and some kind of time frame. Right now I'm at 6 weeks waiting. Can't wait to get behind the wheel of my baby.

[NickF1011]

I ordered a 2012 Mustang GT on 02/15/11 and was told 6 to 8 weeks. All I hear from my dealer is there's a shortage on engines. Nothing else. Would be nice to get some feedback to tell why there's a shortage and what steps they are taking to resolve the issue and some kind of time frame. Right now I'm at 6 weeks waiting. Can't wait to get behind the wheel of my baby.

 

I would assume 5.0 engine shortages for the Mustang are due to high demand for the engine in the F-150. With the snail's pace of sales on the Mustang right now though, personally I would think any delay at all would be unacceptable.

[dpd]

As a dealer we aren't told much. I rely on my daily print outs showing ordered unit status. But it doesn't help much when Explorers are showing estimated delivery the week of 2-2 and it's now almost April. Puts me in a tough spot. I learn more online than I do from Ford.

You have hit the nail on the head here. The factory to dealer communication systems are antiquated. It's too bad they cannot used this new thing called the Internet...

[EdCaffreyMS]

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.

[2012GrabberGT]

I would assume 5.0 engine shortages for the Mustang are due to high demand for the engine in the F-150. With the snail's pace of sales on the Mustang right now though, personally I would think any delay at all would be unacceptable.

That's one of my thoughts on the issue too. (on the demand for F-150's causing the shortage)

[Marginal Economist]

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.

Do you think your washing machine was custom built for you? Did Sears palce a specific order with Maytag, with special colors, buttons, trim levels, and washing speeds? Did it have 15000 parts?

 

I'll guess the washing machine was already built, and likely in a Sears warehouse ready to ship to a Sears store.

 

There have been a lot of threads blasting Ford, and I understand the frustaration. At the same time, please realize that everyone at Ford wants you to have your truck. Ford does not get paid until the vehicle ships. They want you to have a good experience with your dealership and your vehicle.

 

Things happen that Ford is not in a position to discuss with general public. Stop ships, quality checks, parts delays - they happen. Specific issues are confidential - giving info about a part delay could lead to a competitive advantage for another manufacturer. I understand that this will not satisfy you - but it is reality.

 

Ford has a system that tracks the vehicle and is updated realtime. Sometime weeks will pass and there is nothing to update - if there is a walkout at a transportation company it is hard to give an ETA. If it does not move there is nothing to update.

 

I hope you enjoy your truck when it arrives.

[DEREKC]

My point of this post was to present a professional point of view to Ford in a constructive manner, because I believe in the company and want to help them to improve and be the BEST! I have read many concerns, and thought I would do something about it. I do have a stake in the company simply because I have a Ford Focus Titanium on order, but I am being very patient. My car will arrive when Ford is satisfied that it is next to perfect!

[EdCaffreyMS]

I'll guess the washing machine was already built, and likely in a Sears warehouse ready to ship to a Sears store.

 

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.

 

 

They want you to have a good experience with your dealership and your vehicle.

 

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.

 

Things happen that Ford is not in a position to discuss with general public. Stop ships, quality checks, parts delays - they happen. Specific issues are confidential - giving info about a part delay could lead to a competitive advantage for another manufacturer.

 

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.

[magoo5]

Hello guyss.... stop calling FoMoCo or email them... a receive a call from my dealer tonight and he told me that he receive a call form FORD Canada and they are angry about my 5 maisls and 8 phone calls... If i want to receive my truck with my 4 wheels and stearing i cloe my mouth, i stop my call and my phone and i wait my Vehicule still june maybe Good luck and keep smile

[akirby]

At this point even a simple "Shipment delayed, ETA TBD" would reflect better on FoMoCo than the continued silence.

 

Seems to me that's exactly what they're telling you now and having Ford tell you that directly would serve no purpose other than to give you a "warm and fuzzy".

 

There is a problem they do not want to discuss publicly. It happens.

[DEREKC]

Thank you to the Ford's Executives and Management that have taken the time to read the constructive comments offered here!

 

On a personal note, Thank you in advance for building me a Great 2012 Focus Titanium!!! (VIN, but no build date yet).

[Tazman49]

Hello Ford Management!

I am here to suggest that a greater effort be placed on customer communication in regards to availability of ordered vehicles. I am one of many that have pre-ordered the Great New Focus, and am patiently waiting while I also await spring. I would however like to communicate that many people are very anxious to receive their new vehicles, but are not receiving any information from Ford or their Ford Dealer. I understand in this case that you have announced that the Focus will be available as of Spring 2011, but might I recommend that estimated date be provided to the dealer network so that they might communicate with the customer. You have raised the bar your vehicles, and I know that you can also raise the bar in this area for yourselves and for the dealers.

By providing a little more communication and a little more effort you will manage to keep people happy...not everyone, but most!

 

Example: http://www.blueovalforums.com/forums/index.php?/topic/44262-whats-the-issue-with-delivery/

 

 

P.S. I very much appreciate Ford's effort to ensure my GREAT NEW FOCUS Titanium is as perfect as possible, as it's worth the wait!!!

 

Thank you,

Derek Cunningham

Ottawa, Ontario

[theoldwizard]

I'm pretty certain that the Ford order system is still based on a 1960s computer program that originally relied on PUNCH CARDS ! (It used to be easy to just "pull" the order card out of the deck and put it in the front of the line.) This also "feeds" all the parts ordering/purchasing and scheduling .

 

Ford is still in the "If it ain't broke, don't fix it !" mode.

 

The last big IT project was an attempt to replace Ford's old procurement system. Million were spent on it. Suppliers actually had to log in to get paid (explain that to some small non-production supplier who only handles a handful of order a year with Ford). It was rolled out with much fanfare. The plants refuse to give up the old system because the new system did not handle many of their "special cases".

 

Once the "line in the sand" was drawn between IT and the plants, and IT did the "deep dive" analysis of what changes would be required to the new system, it was deemed to be too costly and they went back to the old system.

 

Ford kills 'Everest' procurement software system

 

A friend was at Ford's IT building a few weeks ago. He said it looked like a ghost town. Hundreds of empty desk and all the lights turned off. Their internal PC help desk is "off shore". If something physical is broke on your PC, the typical wait is 48 hours, if they don;t have to order a part.

 

 

 

Asking Ford to update their order system is just not going to happen any time soon !

[Deanh]

on FMC Dealer TODAY....The launch of the reinvented Explorer and all-new Focus has created a great deal of excitement and anticipation from the public. Customers have responded, generating thousands of retail orders prior to production. As is the case with new vehicle launches, there can be variability in the time it will take for vehicles to arrive at dealers. To ensure we keep our customers that are waiting for a retail order informed, we are developing a consumer facing communication plan to help explain this variability and thank them for their patience.

 

Details of this new program will be available soon but in the meantime, we have worked on the following Q&A's to assist you in managing customer expectations by responding to inquiries regarding lead times.

 

Q: Why are stock orders arriving prior to retails? The retail orders should be first in line.

 

Quality is our top priority. As with industry standards, we ramp up our production slowly during a new product launch to ensure that we are producing the highest quality product. As part of our process, we typically schedule dealer stock orders to be built during this ramp-up period. Once we are in full production, we will begin scheduling the retail orders. Additionally, before every vehicle leaves the plant, it undergoes a thorough inspection to ensure that it is of the highest quality before it arrives at the dealership. This may result in the vehicle taking longer to arrive at the dealer, but it is the right thing to do for the product and the customer.

 

This process will likely result in dealer stock orders arriving prior to early retail orders due to the build schedules.

 

Q: Why is there a lack of accurate information regarding the status of retail orders? I can track a package ordered online and know the status at all times.

 

The shipment of vehicles, especially during new model launches, is significantly more complicated than most online purchases. Our vehicle visibility system allows dealers to track the production and shipping progress of vehicles during new model vehicle launches, however vehicles may be held at the plant for longer periods of time to ensure that we deliver the highest quality products for our customers. When this happens, the system may not accurately reflect the vehicle’s status.

 

We recognize that we must improve the process by which you can accurately see the status of vehicles through the process. We are working with Dealer Council to determine next best steps to improve in this area.

[FordBuyer]

I'm pretty certain that the Ford order system is still based on a 1960s computer program that originally relied on PUNCH CARDS ! (It used to be easy to just "pull" the order card out of the deck and put it in the front of the line.) This also "feeds" all the parts ordering/purchasing and scheduling .

 

Ford is still in the "If it ain't broke, don't fix it !" mode.

 

The last big IT project was an attempt to replace Ford's old procurement system. Million were spent on it. Suppliers actually had to log in to get paid (explain that to some small non-production supplier who only handles a handful of order a year with Ford). It was rolled out with much fanfare. The plants refuse to give up the old system because the new system did not handle many of their "special cases".

 

Once the "line in the sand" was drawn between IT and the plants, and IT did the "deep dive" analysis of what changes would be required to the new system, it was deemed to be too costly and they went back to the old system.

 

Ford kills 'Everest' procurement software system

 

A friend was at Ford's IT building a few weeks ago. He said it looked like a ghost town. Hundreds of empty desk and all the lights turned off. Their internal PC help desk is "off shore". If something physical is broke on your PC, the typical wait is 48 hours, if they don;t have to order a part.

 

 

 

Asking Ford to update their order system is just not going to happen any time soon !

 

That says it all......many empty parking lots around Dearborn campus that used to be full of employee cars. Downtown Dearborn full of For Lease signs where once stood restaurants and other retail stores that serviced Ford employees that long since have been cut from company payrolls. The big Ford Service facility at the corner of Plymouth Rd. and Middlebelt has hardly any employee cars in parking lot. Mostly new car inventory from Bill Brown Ford. For most part, many areas of Ford salaried are working with skeleton crews and I bet antiquated systems as Ford will only spend money if it has to. Most of the bought out Ford salaried guys I know are now back working for Chrysler iin Auburn Hills as Ford still isn't hiring much. Dearborn still looks like a ghost town.

[aneekr]

on FMC Dealer TODAY....

We recognize that we must improve the process by which you can accurately see the status of vehicles through the process. We are working with Dealer Council to determine next best steps to improve in this area.

:happy feet:

[empesario]

Ed adds some insightful comments and I know speaks for many frustrated Explorer orders. Throughout the process of waiting for my vehicle (constructed in early March), my dealer and to a certain degree, FMCo Customer Service have done all they can do to help. However, i am totally puzzled as to why Ford is sending out vehicles non-sequentially. In other words, they are getting vehicles ordered and build well after my vehicle, while my vehicle sits on a ramp, confirmed by FMC CSR to be "awaiting shipment" and "re-released" for about the 7th time. Is Ford using a Last in, first out approach to clearing the supposed 7500 vehicle backlog. Regardless, thats unfair to the customer, and i know the dealer feels the same way as they cannot even get it released.

Edited April 24, 2011 by empesario

[BrewfanGRB]

I ordered a 2012 Mustang GT on 02/15/11 and was told 6 to 8 weeks. All I hear from my dealer is there's a shortage on engines. Nothing else. Would be nice to get some feedback to tell why there's a shortage and what steps they are taking to resolve the issue and some kind of time frame. Right now I'm at 6 weeks waiting. Can't wait to get behind the wheel of my baby.

 

I *totally* understand the feeling of "telling me SOMETHING" and certainly, an updated timeframe of when to expect resolution of the issue and delivery of the vehicle is completely reasonable. However, what I don't understand is the desire of being told "why there's a shortage and what steps they are taking to resolve the issue". How does that help you?

 

If they say "There is an issue in competing delivery. We apologize for the inconvenience this causes because we know that more that anything, you want to drive your brand new vehicle. We now expect resolution of the issue within 2-4 weeks and delivery of your vehicle within a week of that", isn't that really what you wanted to know? If they told you "Well, you see, someone confused centimeters with millimeters and now the casting of X part is totally off, so we had to build all new inventory of part X and check every vehicle to make it was right or wrong and replace the required parts and to avoid any further issues, we reinspected every vehicle. But then, the rail yards have a lot more business due to the economic recovery, so it's taking time for them to increase availability of transport for Ford's vehicles....and of course, then unexpected delays caused by the floods in the middle of country caused re-routing of vehicles already in transit".

 

Well Christ, really has that knowledge changed the delivery timeframe? No. Does it make you accept the delay any easier? Probably not---instead it probably pisses you off even more--for many people, if given that ridiculous explanation, they would say "What a Grade A Clusterfuck Ford's got going on". But the diplomatic answer I used in the beginning of the paragraph does 2 things: It gives you the timeframe you really want to know and it acknowledges the inconvenience and apologizes to you for it. Why isn't THAT enough?

 

Don't get me wrong--waiting as long as you have would have throwing chairs, but only because when I get my mind on a new car, I want it right away. I don't think I would do well with an order vs delivery from stock. And given our ability to get real time communication in so many other areas of our life, your desire for more info is not misplaced. But it has to be relevant and helpful information, wouldn't you agree?

[Moehawk]

Dear Ford,

 

I have been a long time lurker on this site but finally felt the urge to sign up so that I could add my two cents to this discussion. I hope someone from Ford reads this and feels compelled to PM me or email me because after waiting 16 weeks for a Mustang to show up I still do not have it and no one can tell me when I will. This is a summary of the communication I received.

 

Feb 1 - Ordered the mustang. I was told retail orders take priority over stock orders and that I should receive the car in 6-8 weeks.

At 8 weeks - No car and no eta from the dealer. I contacted Ford customer service and they have no idea of a build date.

At 10 weeks - No build date from dealer or Ford customer service.

At 11 weeks - VIN issued, build date April 26th. Contacted Ford customer service and found out an eta of 5-12.

5-12 - Stop by the dealer at 4pm. No car and no idea when it will arrive. 5-12 is just an eta and not an exact date of delivery which I am fine with. No update in Ford's system other than the car was built on 4-26. By the way remember retail orders take precedence over stock orders? I guess not, the dealer has four 2012 Mustangs on the lot including three 5.0s.

5-13 - Call from dealer in response to call I made to Ford customer service on 5-12 regarding where is my car? Now all of a sudden the dealer has information. My car is built and is still in Flat Rock, MI with no eta of delivery.

 

My issue with Ford during this who process is the lack of communication. In my business I deal with customers every day and learned a long time ago they want to be communicated with...even if it is to say there is nothing new to share.

 

I asked the dealer to update me once a week on the status of the order, even if there was no change. This happened the first two weeks and then stopped. I was told when something changes we'll let you know. I asked to be update weekly regardless of changes but was not. I found out that a Ford Customer Service rep frequents several mustang web sites. I began communicating with the reps. This is how I found out what my order number was, VIN, and delivery eta. My dealer should have done a better job of communicating with me but I have already figured out they are in the dark just about as much as I am.

 

Seriously Ford, how can you build a car on 4-26 and then not update the system with any information? Tell the dealer the car is on delivery hold for two weeks waiting for an inspection or there is a problem securing rail cars for shipping but no update is not acceptable!

 

Ford there is one additional frustration that is escalating my dissatisfaction. I am forced to post a message on a web site not knowing whether or not anyone from Ford will read this or respond. I would rather directly communicate higher up in the corporation than to air my complaints on a web site but I have not been provided with this option even though I have asked.

 

The Ford Mustang will be my first Ford product. I thought maybe the first of many but now I doubt it. You see, I like it that you did not take a government bailout and I like what I am seeing in the Fusion and Edge but I never had these issues when buying my Camry or LX330. I love working with the Toyota dealer and Toyota communication has always been fine for me. I cannot say the same about Ford or the dealer...and I really wanted to.

 

Thanks for allowing me to vent. PM me or email me at jmoeller@imonmail.com if you want to talk.

[Marginal Economist]

Dear Ford,

 

I have been a long time lurker on this site but finally felt the urge to sign up so that I could add my two cents to this discussion. I hope someone from Ford reads this and feels compelled to PM me or email me because after waiting 16 weeks for a Mustang to show up I still do not have it and no one can tell me when I will. This is a summary of the communication I received.

 

Feb 1 - Ordered the mustang. I was told retail orders take priority over stock orders and that I should receive the car in 6-8 weeks.

At 8 weeks - No car and no eta from the dealer. I contacted Ford customer service and they have no idea of a build date.

At 10 weeks - No build date from dealer or Ford customer service.

At 11 weeks - VIN issued, build date April 26th. Contacted Ford customer service and found out an eta of 5-12.

5-12 - Stop by the dealer at 4pm. No car and no idea when it will arrive. 5-12 is just an eta and not an exact date of delivery which I am fine with. No update in Ford's system other than the car was built on 4-26. By the way remember retail orders take precedence over stock orders? I guess not, the dealer has four 2012 Mustangs on the lot including three 5.0s.

5-13 - Call from dealer in response to call I made to Ford customer service on 5-12 regarding where is my car? Now all of a sudden the dealer has information. My car is built and is still in Flat Rock, MI with no eta of delivery.

 

My issue with Ford during this who process is the lack of communication. In my business I deal with customers every day and learned a long time ago they want to be communicated with...even if it is to say there is nothing new to share.

 

I asked the dealer to update me once a week on the status of the order, even if there was no change. This happened the first two weeks and then stopped. I was told when something changes we'll let you know. I asked to be update weekly regardless of changes but was not. I found out that a Ford Customer Service rep frequents several mustang web sites. I began communicating with the reps. This is how I found out what my order number was, VIN, and delivery eta. My dealer should have done a better job of communicating with me but I have already figured out they are in the dark just about as much as I am.

 

Seriously Ford, how can you build a car on 4-26 and then not update the system with any information? Tell the dealer the car is on delivery hold for two weeks waiting for an inspection or there is a problem securing rail cars for shipping but no update is not acceptable!

 

Ford there is one additional frustration that is escalating my dissatisfaction. I am forced to post a message on a web site not knowing whether or not anyone from Ford will read this or respond. I would rather directly communicate higher up in the corporation than to air my complaints on a web site but I have not been provided with this option even though I have asked.

 

The Ford Mustang will be my first Ford product. I thought maybe the first of many but now I doubt it. You see, I like it that you did not take a government bailout and I like what I am seeing in the Fusion and Edge but I never had these issues when buying my Camry or LX330. I love working with the Toyota dealer and Toyota communication has always been fine for me. I cannot say the same about Ford or the dealer...and I really wanted to.

 

Thanks for allowing me to vent. PM me or email me at jmoeller@imonmail.com if you want to talk.

 

I don't have all the details - here is what I can put together. Lynch Ford took your order on February 1st. They did not have Mustang allocation at that point for March production (which would schedule in February). On February 15th, Ford ran the retail sweep and saw your unscheduled order. An allocation was given to Lynch for the in late February for April production (March scheduling). The VIN was assigned on April 7 and the car was built the week of April 25th. As of today, it is awaiting shipment (updated less than 3 hours ago.)

 

There are shortcomings in the tracking system. They are being addressed by field ops. In the future, ETA's will get more accurate, but they will always be an estimate. Some info will be shared - some will not. This is not Fed Ex shipping a 3lb package.

 

The dealership had access to the vehicle information. They know what weeks they have allocation for a vehicle and when it has been scheduled. They likely did not have great info between the time the vehicle was produced and now, but they could have kept you updated better in March and April. They have contacts in Chicago to get more info in neccessary.

 

Hopefully it will be delivered shortly and you'll enjoy the new car. The race red is very sharp and the 5.0 is stupid quick. I put 800 miles on a '12 GT 2 weeks ago and had a blast.

[Moehawk]

I don't have all the details - here is what I can put together. Lynch Ford took your order on February 1st. They did not have Mustang allocation at that point for March production (which would schedule in February). On February 15th, Ford ran the retail sweep and saw your unscheduled order. An allocation was given to Lynch for the in late February for April production (March scheduling). The VIN was assigned on April 7 and the car was built the week of April 25th. As of today, it is awaiting shipment (updated less than 3 hours ago.)

 

There are shortcomings in the tracking system. They are being addressed by field ops. In the future, ETA's will get more accurate, but they will always be an estimate. Some info will be shared - some will not. This is not Fed Ex shipping a 3lb package.

 

The dealership had access to the vehicle information. They know what weeks they have allocation for a vehicle and when it has been scheduled. They likely did not have great info between the time the vehicle was produced and now, but they could have kept you updated better in March and April. They have contacts in Chicago to get more info in neccessary.

 

Hopefully it will be delivered shortly and you'll enjoy the new car. The race red is very sharp and the 5.0 is stupid quick. I put 800 miles on a '12 GT 2 weeks ago and had a blast.

 

Thanks for the insight M.E.! Much appreciated.