Is Ford really listening???

[Floatman]

I like many here have been irritated by the delays in receiving an ordered truck. Mine has only been ordered since March 10, and is not even close to how long many of you have been waiting! Yes, the delays are because of Covid related issues as well as world wide supply of computer chips. But Ford has to take some of the blame for the 'Just In Time' supply chain which didn't help the problem.
I've bitched on here like many others, felt the frustration of many others, and moaned and complained to my dealer. The dealer is compassionate, but it's not his fault- he's just as frustrated as the rest of us, since he can't get trucks- or cars either.
So while surfing the web, looking for ways to find out exactly where my truck is, and the method of shipping Ford uses from KC to Ontario Canada, ( It's rail, I found out. From a decommissioned US Airbase called Richards Gebaur) I came upon a Facebook link to Ford customer service in Canada. I kind of though 'what the hell, why not', and sent a message. Only took 12 hours and I received a reply!
Here is the response;
Hi Bill, Thank you for taking the time to send us a message. I am a Social Media Specialist for Ford. Congratulations on the F-150 order! I would be happy to look into this for you. To do so, could you please provide the following information: Your full name: The owner's postal code: Email address: The best method of contact: Name and location of selling dealership: Date of order placement:
I responded with the requested info and then got this;
Thank you for sending over that information. After reviewing my resources, I see that your order is marked as "In Transit" with an approximate ETA of Jul-24-2021. It is important to note that this date is subject to change. What I will do for you today is escalate your case to our Ford Regional Customer Service Manager, who works daily with your dealership’s management team. The CSM has access to all Ford resources and will use these resources to assist you and your dealership regarding your situation. The CSM will receive the information you have just provided me and will do a thorough review on your behalf. Your CSM should be reaching out to you within the next two business days. You will receive an email to the email address that you have previously provided. Thanks again for reaching out to us, Bill. Have a good day.

This may turn out to be a a waste of time, and I won't know anymore than I already do which was gleaned through this forum and the other big one, but at least they responded!
I will update when more information is received






You sent Today at 3:09 PM

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[cghall77]

I hit them up on Facebook, IG and Twitter. I get the same response from Steven all the time essentially saying there is nothing they can do, they are processing orders in the order they were received.

Trying to reach out to them again last week and told them not to waste their time with new case numbers or trying to blow smoke up my ass that they are building/shipping in the order they were received. Messages have gone unanswered since Friday morning. ? They used to respond within a day or two. I'm sure Steven is pretty busy. ?

I find them pretty useless and an automated bot would be just as useful on a chat.

 

[bobstar]

I like many here have been irritated by the delays in receiving an ordered truck. Mine has only been ordered since March 10, and is not even close to how long many of you have been waiting! Yes, the delays are because of Covid related issues as well as world wide supply of computer chips. But Ford has to take some of the blame for the 'Just In Time' supply chain which didn't help the problem.
I've bitched on here like many others, felt the frustration of many others, and moaned and complained to my dealer. The dealer is compassionate, but it's not his fault- he's just as frustrated as the rest of us, since he can't get trucks- or cars either.
So while surfing the web, looking for ways to find out exactly where my truck is, and the method of shipping Ford uses from KC to Ontario Canada, ( It's rail, I found out. From a decommissioned US Airbase called Richards Gebaur) I came upon a Facebook link to Ford customer service in Canada. I kind of though 'what the hell, why not', and sent a message. Only took 12 hours and I received a reply!
Here is the response;
Hi Bill, Thank you for taking the time to send us a message. I am a Social Media Specialist for Ford. Congratulations on the F-150 order! I would be happy to look into this for you. To do so, could you please provide the following information: Your full name: The owner's postal code: Email address: The best method of contact: Name and location of selling dealership: Date of order placement:
I responded with the requested info and then got this;
Thank you for sending over that information. After reviewing my resources, I see that your order is marked as "In Transit" with an approximate ETA of Jul-24-2021. It is important to note that this date is subject to change. What I will do for you today is escalate your case to our Ford Regional Customer Service Manager, who works daily with your dealership’s management team. The CSM has access to all Ford resources and will use these resources to assist you and your dealership regarding your situation. The CSM will receive the information you have just provided me and will do a thorough review on your behalf. Your CSM should be reaching out to you within the next two business days. You will receive an email to the email address that you have previously provided. Thanks again for reaching out to us, Bill. Have a good day.

This may turn out to be a a waste of time, and I won't know anymore than I already do which was gleaned through this forum and the other big one, but at least they responded!
I will update when more information is received






You sent Today at 3:09 PM

I hit them up on Facebook, IG and Twitter. I get the same response from Steven all the time essentially saying there is nothing they can do, they are processing orders in the order they were received.

Trying to reach out to them again last week and told them not to waste their time with new case numbers or trying to blow smoke up my ass that they are building/shipping in the order they were received. Messages have gone unanswered since Friday morning. ? They used to respond within a day or two. I'm sure Steven is pretty busy. ?

I find them pretty useless and an automated bot would be just as useful on a chat.

I also get the same canned reply!

 

[tommyk76]

I've hit them up on the chat feature and customer service line multiple times over the past few months. They have given me an escalation case number and I keep following back up with that same number. It sounded originally like they were listening to me and doing something about it but here we are still with a 10/31 ETA on an order from 1/14 and Build date of 4/1. I think they have to sound like they're helping out when really they're actually pretty useless IMO.

 

[spectre446]

I like many here have been irritated by the delays in receiving an ordered truck. Mine has only been ordered since March 10, and is not even close to how long many of you have been waiting! Yes, the delays are because of Covid related issues as well as world wide supply of computer chips. But Ford has to take some of the blame for the 'Just In Time' supply chain which didn't help the problem.
I've bitched on here like many others, felt the frustration of many others, and moaned and complained to my dealer. The dealer is compassionate, but it's not his fault- he's just as frustrated as the rest of us, since he can't get trucks- or cars either.
So while surfing the web, looking for ways to find out exactly where my truck is, and the method of shipping Ford uses from KC to Ontario Canada, ( It's rail, I found out. From a decommissioned US Airbase called Richards Gebaur) I came upon a Facebook link to Ford customer service in Canada. I kind of though 'what the hell, why not', and sent a message. Only took 12 hours and I received a reply!
Here is the response;
Hi Bill, Thank you for taking the time to send us a message. I am a Social Media Specialist for Ford. Congratulations on the F-150 order! I would be happy to look into this for you. To do so, could you please provide the following information: Your full name: The owner's postal code: Email address: The best method of contact: Name and location of selling dealership: Date of order placement:
I responded with the requested info and then got this;
Thank you for sending over that information. After reviewing my resources, I see that your order is marked as "In Transit" with an approximate ETA of Jul-24-2021. It is important to note that this date is subject to change. What I will do for you today is escalate your case to our Ford Regional Customer Service Manager, who works daily with your dealership’s management team. The CSM has access to all Ford resources and will use these resources to assist you and your dealership regarding your situation. The CSM will receive the information you have just provided me and will do a thorough review on your behalf. Your CSM should be reaching out to you within the next two business days. You will receive an email to the email address that you have previously provided. Thanks again for reaching out to us, Bill. Have a good day.

This may turn out to be a a waste of time, and I won't know anymore than I already do which was gleaned through this forum and the other big one, but at least they responded!
I will update when more information is received






You sent Today at 3:09 PM

That's the same canned response everyone is getting. Don't hold your breath

 

[JDMan]

Lol you guys. You are only playing into the system they created to waste your time and defer until your truck is built. Stop it. Just wait or cancel.. their CS reps have a script and have been told what to tell you. They aren't given any actual power, but they are supposed to make it feel like they do.

Just stop.

 

[cghall77]

Lol you guys. You are only playing into the system they created to waste your time and defer until your truck is built. Stop it. Just wait or cancel.. their CS reps have a script and have been told what to tell you. They aren't given any actual power, but they are supposed to make it feel like they do.

Just stop.

I would love to cancel, but I made a huge mistake by trading in our vehicle at time of order. Tax benefits can't be moved to other dealership so I'm told. ?

Have now told the dealer that if the truck doesn't arrive before our trailer season is over (August), then we will take possession and sell it right away. Will place order on a 2022 GMC HD AT4 and hope to have it by spring next year.

 

[Floatman]

Looks like the folks that responded to my post were correct. Just a bunch of well chosen words in reply that basically say suck it up and don’t bother us. Ford customer service just dumped it back to the salesman. Here is the reply
Good morning

On behalf of Ford of Canada, we would like to take a moment and say Congratulations on your new investment with Ford!

I am a customer service manager for Ford of Canada. I have reviewed your case. I would like to give you some information regarding this process. Social media inquiries has to get routed to customer service for review. The social media specialist indicated your order is “In Production” with the tentative arrival date the week of July 24th. This is all the information we have here in customer service as well. There are a number of delay reasons at this time due to the global hit manufacturing has taken due to Covid. Your sales representative at your selling dealership is in the best position to track your vehicle order since they specialize in selling vehicles. Our main role in customer service is overseeing new vehicle warranty repairs. It is Ford of Canada's recommendation you stay in contact with your dealership for further monitoring. We do apologize for the delay and assure you Ford is working diligently to fulfill all orders. Thank you for your patience and understanding during these trying times.

My original query was to ask the method of shipping and time frame from KC to Southern Ontario. I found out independently that information and they didn’t even attempt to address it.

 

[BLoflin]

Sorry, they got your hopes up.... perhaps need to at least change the ! to a ? in your post title, if not also re-arranging the words and put "Is" first....

 

[JDMan]

Yep. Contacting CS is only wasting your time and playing into their scripts.

 

[DeliveryJay]

Yep. Contacting CS is only wasting your time and playing into their scripts.

Apparently im lucky enough to have an appt call scheduled for july 9 guys!!! Amazing i cant wait for the CSM to call and tell me oct 31 eta and still in production somewhere ????

 

[cghall77]

Apparently im lucky enough to have an appt call scheduled for july 9 guys!!! Amazing i cant wait for the CSM to call and tell me oct 31 eta and still in production somewhere ????

I have had 2 of these calls since my build date, April 28th. They apologize for all the parts shortages they are having and ensure you that they are building the trucks based on when the orders received. Have some vins ready so you can challenge them. All I got was they will have to look into it and that my truck was probably stuck because of a part that was not needed on the ones that are shipping. ?

 

[Mark Fischer]

I like many here have been irritated by the delays in receiving an ordered truck. Mine has only been ordered since March 10, and is not even close to how long many of you have been waiting! Yes, the delays are because of Covid related issues as well as world wide supply of computer chips. But Ford has to take some of the blame for the 'Just In Time' supply chain which didn't help the problem.
I've bitched on here like many others, felt the frustration of many others, and moaned and complained to my dealer. The dealer is compassionate, but it's not his fault- he's just as frustrated as the rest of us, since he can't get trucks- or cars either.
So while surfing the web, looking for ways to find out exactly where my truck is, and the method of shipping Ford uses from KC to Ontario Canada, ( It's rail, I found out. From a decommissioned US Airbase called Richards Gebaur) I came upon a Facebook link to Ford customer service in Canada. I kind of though 'what the hell, why not', and sent a message. Only took 12 hours and I received a reply!
Here is the response;
Hi Bill, Thank you for taking the time to send us a message. I am a Social Media Specialist for Ford. Congratulations on the F-150 order! I would be happy to look into this for you. To do so, could you please provide the following information: Your full name: The owner's postal code: Email address: The best method of contact: Name and location of selling dealership: Date of order placement:
I responded with the requested info and then got this;
Thank you for sending over that information. After reviewing my resources, I see that your order is marked as "In Transit" with an approximate ETA of Jul-24-2021. It is important to note that this date is subject to change. What I will do for you today is escalate your case to our Ford Regional Customer Service Manager, who works daily with your dealership’s management team. The CSM has access to all Ford resources and will use these resources to assist you and your dealership regarding your situation. The CSM will receive the information you have just provided me and will do a thorough review on your behalf. Your CSM should be reaching out to you within the next two business days. You will receive an email to the email address that you have previously provided. Thanks again for reaching out to us, Bill. Have a good day.

This may turn out to be a a waste of time, and I won't know anymore than I already do which was gleaned through this forum and the other big one, but at least they responded!
I will update when more information is received






You sent Today at 3:09 PM

Hey Bill when you have time please the email address you have , I ordered 03-03-2021 blend 04-2021 and eta was05-19-2021 , I have nothing , I would like to know if it was ever built , so I can make a decision. Between ram and Chevy , I really hate both But I need a 6 foot bed because I ordered a camper shell to fit a 6 ft bed.

 

[bobstar]

Hey Bill when you have time please the email address you have , I ordered 03-03-2021 blend 04-2021 and eta was05-19-2021 , I have nothing , I would like to know if it was ever built , so I can make a decision. Between ram and Chevy , I really hate both But I need a 6 foot bed because I ordered a camper shell to fit a 6 ft bed.

I am not ordering a shell till I see my truck and decide if I am going to accept it.

 

[Mark Fischer]

I am not ordering a shell till I see my truck and decide if I am going to accept it.

Yes well I was excited when I got a delivery date some a camper shell. Leer takes 6 to 8 week to make truck color I jumped the gun , so now the camper shell is being built probably before the truck gets here , oh shit

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