AnotherCanuck Posted October 23, 2017 Share Posted October 23, 2017 Long time reader, first time poster. I'm looking for some help with my delayed order for a Fiesta ST. I'm hoping someone here could provide some insight or even has a contact at Ford that would be able to assist.I placed an order for a Fiesta ST on May 30th this year, and it's been delayed over, and over, and over again.Here's the latest copy of the Vehicle Visibility Report from the dealer, from October 20th: It finished assembly on August 24th, and subsequently returned to the factory and "re-released" five times since then. The original ETA was the end of August, now it's "TBD".I'm not entirely fussed over the delay, but the problem is I've reached out to both my dealership and Ford Canada, and nobody has been able to explain the delay to me. I've had a case open with a Customer Service Manager at Ford for three weeks now, and all she does is call the dealership and look up my VIN on "Internal Ford Tools". She called me again today with no update and suggested I keep in contact with my dealership... ...The same dealership that also isn't providing me any information beyond the Vehicle Visibility Report.I've asked for my case to be escalated but she kept insisting she, the Customer Service Manager, is as high as it can be escalated.Nobody will pick up the phone to call someone to figure anything out, and they won't provide me contact information to do it myself.If anyone could let me know if there's another way to escalate this with Ford, that would be greatly appreciated. My concern right now is the vehicle was damaged at the plant and is being repaired. This seems especially likely given the severe storms, flooding, and earthquakes that have occurred in Mexico over the past two months. Thanks Quote Link to comment Share on other sites More sharing options...
RPF Posted October 23, 2017 Share Posted October 23, 2017 (edited) It sounds like you have gone as far as you can using the 1-800 number. Your dealer needs to escalate this, starting with their zone rep. Maybe ice-capades can chime in with some suggestions on how to direct your dealer's efforts. I bet your hunch is correct, that it was damaged at the plant, probably while being prepared for shipment. Edited October 23, 2017 by RPF Quote Link to comment Share on other sites More sharing options...
AnotherCanuck Posted October 23, 2017 Author Share Posted October 23, 2017 Thanks for the reply. My dealer supposedly contacted their zone rep (and I think the Field Operations Manager, or something to that effect?) three weeks ago, and I'm still not getting any useful updates. That's why I'm trying to go over their heads at this point. Quote Link to comment Share on other sites More sharing options...
Deanh Posted October 23, 2017 Share Posted October 23, 2017 sadly I don't think here in the US, even with a vin number we could find anything out on a Canadian vehicle.....did the dealer actually forward you a full vin number.... Quote Link to comment Share on other sites More sharing options...
AnotherCanuck Posted October 23, 2017 Author Share Posted October 23, 2017 (edited) sadly I don't think here in the US, even with a vin number we could find anything out on a Canadian vehicle.....did the dealer actually forward you a full vin number.... Yeah, here's the VIN: 3FADP4GX9HM154759 I would love to track the order on Ford COTUS, but it doesn't seem to recognize Canadian orders. Ford ETIS had my VIN up until recently, now it's not showing any information anymore. Edited October 23, 2017 by AnotherCanuck 1 Quote Link to comment Share on other sites More sharing options...
Pioneer Posted October 23, 2017 Share Posted October 23, 2017 Nothing really in Vehicle Visability. Last time it was released the ETA was around November 1st, now it's showing back at the plant with a TBD ETA. Only the zone rep or above will either get it moving or get you answers. Quote Link to comment Share on other sites More sharing options...
RPF Posted October 24, 2017 Share Posted October 24, 2017 Thanks for the reply. My dealer supposedly contacted their zone rep (and I think the Field Operations Manager, or something to that effect?) three weeks ago, and I'm still not getting any useful updates. That's why I'm trying to go over their heads at this point. You might think about requesting that the dealer contact the zone rep and place another order at priority 1. You might get that one built and released before they figure out what's going on with this one. Quote Link to comment Share on other sites More sharing options...
ice-capades Posted October 24, 2017 Share Posted October 24, 2017 It sounds like you have gone as far as you can using the 1-800 number. Your dealer needs to escalate this, starting with their zone rep. Maybe ice-capades can chime in with some suggestions on how to direct your dealer's efforts. I bet your hunch is correct, that it was damaged at the plant, probably while being prepared for shipment. The Dealer needs to get the Zone Manager involved. They can also contact the district/regional scheduler who also has access to others within the company. Quote Link to comment Share on other sites More sharing options...
ice-capades Posted October 24, 2017 Share Posted October 24, 2017 You might think about requesting that the dealer contact the zone rep and place another order at priority 1. You might get that one built and released before they figure out what's going on with this one. Not a bad suggestion considering the time that's passed, etc. The problem is that they're scheduling 2018's now and they won't schedule retail orders until the "OK to Buy" status is achieved. Even so, the district/regional office can still expedite scheduling as Ford's been pushing dealers to order ST Fiesta's and Focus for some time. Quote Link to comment Share on other sites More sharing options...
blwnsmoke Posted October 24, 2017 Share Posted October 24, 2017 Ice, since they will no lo her be offering the ST in the US for 2018, are they even accepting orders for STs? Quote Link to comment Share on other sites More sharing options...
blwnsmoke Posted October 24, 2017 Share Posted October 24, 2017 *no longer be offering Quote Link to comment Share on other sites More sharing options...
AnotherCanuck Posted October 24, 2017 Author Share Posted October 24, 2017 Thanks for the replies, I'll confirm with the dealership that they're in contact with the Zone Manager. Out of curiosity, how many Zone Managers are there? Is this someone a customer could contact themselves?I was promised a call back last night and never received it. Never heard from them today either. If there's no further updates on my current order, then I'll suggest a new order at Priority 1.That's assuming I can ever get a hold of anyone... Ice, since they will no lo her be offering the ST in the US for 2018, are they even accepting orders for STs? The 2018 will be the last run for the Fiesta ST in North America. Quote Link to comment Share on other sites More sharing options...
AnotherCanuck Posted October 27, 2017 Author Share Posted October 27, 2017 Alright, finally got an update from the dealer yesterday, it looks like it's in transit But when I track the railcar with CSXT, the status is "Empty" and "Released by the Customer" in Mira Loma, CA on September 8th.Uhg... Quote Link to comment Share on other sites More sharing options...
fuzzymoomoo Posted October 27, 2017 Share Posted October 27, 2017 CSX as a company is a total train wreck (no pun intended) right now. Probably the absolute worst railroad your car could have ended up on. Quote Link to comment Share on other sites More sharing options...
Deanh Posted October 27, 2017 Share Posted October 27, 2017 sidebar....I own one, without doubt one of the most grin inspiring cars Ive ever owned.....even better after the Mountune upgrade ( 215 hp ).....even got to track ST's in Utah with the Octane Academy...car is an absolute blast.... Quote Link to comment Share on other sites More sharing options...
AnotherCanuck Posted December 4, 2017 Author Share Posted December 4, 2017 Just to provide an update, I have backed out of the sale. The car finally arrived at the dealership two weeks ago (6 months after placing the order). After having been promised compensation for the delay, and after a lot of foot dragging (it took over a week after my car arrived for them to finally call me with an offer), I was only offered a 2yr service plan. 6 months for delivery, 3 months of unknown delays... and I was essentially offered two free oil changes and a cabin air filter. The dealer refused to offer anything more and they put the onus on Ford, saying their hands were tied. So I cancelled and got my deposit back. Back on the market for a FiST. I don't think I'll be factory ordering anything in the future. 1 Quote Link to comment Share on other sites More sharing options...
rmc523 Posted December 4, 2017 Share Posted December 4, 2017 So the car you ordered finally came in......and there was nothing wrong with the car itself. There were obviously delays and it'd be good of them to compensate you, but then you cancelled it/got your deposit back and now are back in the market for the vehicle that was sitting there ready for you to take?? You're so unhappy with having to wait, yet now that it's there, you're ok with waiting more to get some other one that you may or may not find? I understand your frustration with the delays, but I don't understand the logic of walking away. So now you don't have the car you want, you don't have any compensation for the delay (nor would you get one on a future one), and you won't ever get exactly the car you want since you won't order one again. I don't get it. 1 Quote Link to comment Share on other sites More sharing options...
AnotherCanuck Posted December 4, 2017 Author Share Posted December 4, 2017 (edited) So the car you ordered finally came in......and there was nothing wrong with the car itself. There were obviously delays and it'd be good of them to compensate you, but then you cancelled it/got your deposit back and now are back in the market for the vehicle that was sitting there ready for you to take?? You're so unhappy with having to wait, yet now that it's there, you're ok with waiting more to get some other one that you may or may not find? I understand your frustration with the delays, but I don't understand the logic of walking away. So now you don't have the car you want, you don't have any compensation for the delay (nor would you get one on a future one), and you won't ever get exactly the car you want since you won't order one again. I don't get it. I understand the confusion, but it all comes down to not wanting to support bad business. The dealer mistreated me during most of the ordeal and I could not provide them with the sale and the business. Despite many, many requests for information; to this day they have yet to provide information on the cause of the delay. It's very possible they didn't know, but they also weren't pushing Ford for information. Throughout the entire delay, I was promised compensation. ("We'll make it right", etc. etc.) Towards the end of the fiasco, I was told multiple times that the manager was "working with Ford" on a compensation package for me. After my car arrived, I was lied to and told "we can't tell you what compensation we're going to offer until you sign for the car" (big red flag) I declined the above, and said I would not sign until I knew what I was being offered. The manager then calls me and lies again, saying "We can't work out a compensation package with you because you're not a customer in Ford's system yet" After again declining to sign anything until I know what I was being offered, suddenly the manager is able to just "mark the car as sold in the system" so he can start negotiations with Ford (all BS, and what about the negotiations that were supposedly happening weeks ago?) While waiting to hear back, I find out that the front licence plate bracket had been drilled and installed on the vehicle (after multiple confirmed requests that it would NOT be installed). About a week goes by and they finally get back to me with a 2yr/40,000KM FMPP, which I declined (they also lied and said this package was worth "a couple thousand dollars") They refused to offer anything more, and blamed Ford saying that's all they would offer. So yes, the delay is one thing - but being treated like a child and being repeatedly lied to, I don't support business like that. This car was important to me, but it's not worth letting myself get walked over and treated like a fool. There's plenty of FiSTs out there; I'll find one at a dealership that treats me well. Edit: I should add, all of this is for a vehicle that in all likelihood had been damaged at the plant (or in the storms) and was repaired. Nobody at Ford or the dealership would say otherwise, so that devalued the car quite a bit to me. Through my own research, I found out that other FiSTs that were assembled at the same time as mine DID make it to other dealerships on time (early September). Mine was left behind for "unknown" reasons. Edited December 5, 2017 by AnotherCanuck 1 Quote Link to comment Share on other sites More sharing options...
rmc523 Posted December 4, 2017 Share Posted December 4, 2017 Ok, now it makes more sense - I didn't know all that other stuff. Quote Link to comment Share on other sites More sharing options...
akirby Posted December 4, 2017 Share Posted December 4, 2017 If you find another dealer and explain what happened, they should be able to get the zone manager to put in a priority 1 order for a new one. Have you tried a dealer search for what you want? Might be able to find it in stock somewhere now. Ford can also do a national dealer search. Quote Link to comment Share on other sites More sharing options...
AnotherCanuck Posted December 4, 2017 Author Share Posted December 4, 2017 If you find another dealer and explain what happened, they should be able to get the zone manager to put in a priority 1 order for a new one. Have you tried a dealer search for what you want? Might be able to find it in stock somewhere now. Ford can also do a national dealer search. Yup, there's many in stock across the province now. I'm already looking into one that is on order at another dealership. Unfortunately I don't have the requisite 15 posts to make a request in the Order Tracking forum. Would anyone be able to assist in getting the vehicle status if I provide a VIN? Quote Link to comment Share on other sites More sharing options...
Pioneer Posted December 4, 2017 Share Posted December 4, 2017 Yup, there's many in stock across the province now. I'm already looking into one that is on order at another dealership. Unfortunately I don't have the requisite 15 posts to make a request in the Order Tracking forum. Would anyone be able to assist in getting the vehicle status if I provide a VIN? I can help you out. Shoot me a text or just post it here. Quote Link to comment Share on other sites More sharing options...
AnotherCanuck Posted December 5, 2017 Author Share Posted December 5, 2017 I can help you out. Shoot me a text or just post it here. Just sent you a message, thanks! Quote Link to comment Share on other sites More sharing options...
Pioneer Posted December 5, 2017 Share Posted December 5, 2017 The VIN you sent, is that for the vehicle you've been waiting on in this thread, or a different one you've selected to buy? If it's a different one, you don't have very good luck with vehicles. That car was built on October 24th, shipped on October 27th and arrived at the rail yard in Agincourt, ON on November 24th and has a TBD date to be delivered to the dealer. Quote Link to comment Share on other sites More sharing options...
AnotherCanuck Posted December 5, 2017 Author Share Posted December 5, 2017 (edited) The VIN you sent, is that for the vehicle you've been waiting on in this thread, or a different one you've selected to buy? If it's a different one, you don't have very good luck with vehicles. That car was built on October 24th, shipped on October 27th and arrived at the rail yard in Agincourt, ON on November 24th and has a TBD date to be delivered to the dealer. A different one Thanks for checking. Agincourt is *very* close by, but the "TBD" is not reassuring. Edited December 5, 2017 by AnotherCanuck Quote Link to comment Share on other sites More sharing options...
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