Back to square one - dealer error

[SteveyB]

I ordered my V8 GT fastback, auto with custom pack in December 2015 from my local Trustford ( what an oxymoron!) as they were storing one for the approved dealer in Bristol and I just chanced to see it. The young salesman assured me that although they weren't the approved dealership for Mustang they could indeed take my order and at some point in the future it would be taken over by the Bristol branch.
I duly placed my order, paid my £1000 and began what I thought then would be a 9 month wait for my Mustang.
During that wait I discovered this forum and as many others have said it made that time pass much quicker.
Imagine my excitement in mid March when I got my first screenshot from Vista with my VIN and a provisional May build and August delivery. As far as I was concerned the car was correctly described and no hint of a problem.
Scroll forward to 14th May when my window sticker appeared, again I would have known nothing of this had I not joined this forum, I even excitedly forwarded the link to the window sticker to my dealer so they could share my excitement and be updated by me on progress!

It was at this stage that alarm bells began to ring, there was no mention of any of the features of the Custom pack on the window sticker but as others had pointed out all the things which are mentioned which we don't get like hood vents etc I wasn't too alarmed.
After posting an enquiry here a number of you showed me how both Vista and the window sticker should look and that the options should be listed.

A frantic late night email to my dealer on Tuesday confirmed my fears yesterday when, alerted by me, my dealer apparently checked my order for the first time and realised that the car being built for me TODAY is incorrect as has no options included, they had been missed from the order. Included of course in my order contract and price but not on the Ford computer.

I find myself therefore at the beginning of the queue again after nearly 6 months.

Is the dealer apologetic? Yes
Can they explain it? No , maybe change of staff, not usually selling Mustangs, all these reasons and more.

If not for this forum I would have turned up at the dealership in early August to discover an incorrect car which I didn't want. At this point there may have been a murder.

The dealer is currently trying to locate a demonstrator order, already some way through the order process but not too far to be changed to my specification in order to reduce my wait.

Today I planned to celebrate my car hitting the factory floor but instead just total disbelief that an organisation who's only purpose is to sell cars can be so incompetent.

Sorry for such a downer so early in the morning but maybe it will put some other problems in perspective.

Thanks to all of you who led me to discover this error, the dealer obviously never would have.

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[twiggy]

Just out of interest what colour did you go for? As you maybe aware I've been having major issues with my car and Young Manders was on the look out for a cancelled order for me, at present I just want to sort my car out first before I even think about going down this route, anyway Karen came up with one which I understand it is currently on a boat mid Atlantic, it's a Magnetic V8 Auto but as for bits and bobs i'm not sure, i'll grab the VIN.....back in a mo.

 

[twiggy]

Here you go 1FA6 P8CF 2G 5305717, check it against Ford Etis to see what other bits it has, I understand it's a Bradford car I think, and I think it's the Somerset Bradford not the up North one, In which case it's not far from you.

 

[Heretian]

Window sticker for the above car: http://researchmaniacs.com/VIN-Number-Lookup/WindowSticker/FordSticker.html?title=1FA6P8CF2G5305717

It's a GT Auto in Magnetic with custom pack and black OTT stripe.


Hope you get something sorted. To coin the phrase "they had 1 job..."

 

[twiggy]

Window sticker for the above car: http://researchmaniacs.com/VIN-Number-Lookup/WindowSticker/FordSticker.html?title=1FA6P8CF2G5305

Cheers mate, having checked back on his posts I have a feeling it maybe the wrong colour, at least we tried ;)

 

[kapiteinlangzaam]

Total crap from the dealer, obviously - I wouldnt accept going back to the start of the queue.


Either get Ford UK to bump you up the waiting list (it can be done), or, take a stock car from another dealer in the UK. They do come up from time to time.

 

[SteveyB]

I'm still committed to Ruby Red but thanks for all your help and concern. Let's see what the dealer comes up with today. Just as well I decided not to sell my car isn't it and I forked out for a nice V8 plate which just wouldn't look right on my wife's new Cooper S. So far it's been a joy through the BMW order process with video updates weekly. As they say, you pays your money etc.

 

[SteveyB]

Total crap from the dealer, obviously - I wouldnt accept going back to the start of the queue.


Either get Ford UK to bump you up the waiting list (it can be done), or, take a stock car from another dealer in the UK. They do come up from time to time.

A stock car from another dealer wouldn't be at Dec 2015 price. I'll see what they come up with.
Speaks volumes that even a cock up of this magnitude hasn't generated a phone call from the general manager.

 

[Col3371]

A stock car from another dealer wouldn't be at Dec 2015 price. I'll see what they come up with.
Speaks volumes that even a cock up of this magnitude hasn't generated a phone call from the general manager.

Reckon your Dealer should pay the difference. Their cock up after all

 

[Manders Mustang]

A stock car from another dealer wouldn't be at Dec 2015 price. I'll see what they come up with.
Speaks volumes that even a cock up of this magnitude hasn't generated a phone call from the general manager.

Don't stand for that. You shouldn't have to pay the difference on a mess up BY FORD.


Now, fault shooting, who's fault it could be:

Your dealership created the order, printed the order form and handed it to you, with your spec on. Can it be their fault? Possibly. Depending on how they sent the order through (if they emailed 'Ruby Red Mustang'), however if they faxed, copied or sent a copy of the order form, chances are it's the other Ford branches c0ck up.

Now ford have two issues here:
1 is a customer unprepared to accept said car.
2 is a cancelled order being placed at non-December price, and trying to get that money out of you, which you categorically should not do and I would stand your ground throughout it all.
3 Can they get the car sent back to flatrock to be prepared correctly, is that possible, I do not know.

fyi - general manager of that dealership, you can find his details on their website, I'd be contacting the dealership that actually put your order through (the mustang approved one). As your process was Dealership A (non mustang specific) sent order to Dealership B (Mustang specific) who put the order on their books, and would take delivery of it, only to deliver it then to dealership A.

CC: [MENTION=19216]kjb1906[/MENTION] (Karen Batt - may also be able to source you a car to your spec) [MENTION=18365]Andy Barratt[/MENTION] (Ford UK CEO) [MENTION=20606]j-rowe14[/MENTION] (To source a car of your spec) [MENTION=7992]FordService[/MENTION] (To confirm if possible to send a car back to flatrock to get the extra's added)

 

[stevec]

Kin hell!
WTF!
Speechless!

 

[RobMJ]

Really bad form this mate and feel really sorry for you and hope you get it sorted asap. As mentioned you must get hold of Andy Barrett to see if he can help you.

I had an issue when I ordered my first one, then I cancelled it, then they said it's about to be built. I then said I'd have it only to find out they had ordered me an Auto instead of Manual. :doh:

Perhaps stick with the dream like I have, good luck

 

[SteveS]

Gutted for you. As you say the most basic of tasks - take customers requirements and place order for them - and they screw it up. Defies belief.

 

[Manders Mustang]

Steveyb if you want any of the aboves contact details, give me a PM i'll get them over to you.

 

[NornIron91]

Just when you think that Ford dealers can't get any worse, this happens. I hope you can get a cancelled order, email the ladies at [email protected] and see if they can help.

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