NEVER Factory order a Mustang

[TTown]

NEVER FACTORY ORDER A FORD...the process is a nightmare and the customer service is useless/non-existent. Ford don't give a rat's *** about you once they've booked the sale...they gamble on the fact that you won't cancel the order once they give you a delivery date as you will have already wasted up to 2 months waiting for this information.

Either buy off the lot or choose another manufacturer.

I custom ordered a fully loaded 2019 Mustang GT Premium Convertible from my local dealer on May 11th; remember, this is a $55,000 purchase. At that time I was told, in writing on my purchase order, that my car would be delivered within 6 - 8 weeks. OK, that was a mistake on the dealer's part and, when I still didn't have my VIN after 5 weeks, they admitted their mistake and revised that to a 10 - 12 weeks estimated delivery. I stated clearly at the time that I was ultra-sensitive to delivery as I had a very bad experience with a previous custom factory order.

I eventually got my VIN after about 6 - 7 weeks and COTUS showed my delivery date to be 17 - 18 weeks from the date of my order, with the admonishment that this date is not fixed... it could be longer! The factory order process is a big black hole from the customer's point of view. COTUS is useless...it was showing the details of a previously ordered and delivered Explorer until the VIN was created.

NO CUSTOMER SERVICE: My dealer told me that my order "does not exist" as far as Ford is concerned until the VIN is created. For 5 - 6 weeks they could not tell me when the VIN would be created. They stated that this was in the hands of the regional rep and that neither they nor I had any influence over this. I was told that I was not allowed to even talk to the rep. Ford Corporate were even less help...they claimed that hey had no record of my order and would not have any information until the VIN was created! I was/still am being bounced between Ford Corporate and the dealer.

As I said above, a couple of days after I received the VIN from my dealer COTUS was updated with a delivery date of September 5th, this was revised down to August 31st but, given that nobody, my dealer or Ford Corporate, can/will tell me what the scheduled build/shipping date is, I have no idea if this is accurate or not. But I've been warned again that my August 31st delivery date is not confirmed...with 5 weeks to go, it's almost guaranteed that it won't be delivered earlier but could well be delivered later.

I'm a member of several Mustang forums and I learned from another member last week that they are receiving their (very similar) mustang next week (4 weeks earlier than mine) even though they ordered their vehicle 2 weeks after me. So their net delivery time is 6 weeks earlier than mine even though I placed my order earlier.

I again contacted Ford's Customer Relationship Department but again, that was worse than useless. They claim that they have no knowledge of my build date and that I should work with my dealer. My dealer tells me that they have no more information than I do as they depend on COTUS as well.

So let that sink in...I have made a $55,000 purchase and Ford Customer Service claim that they have no information at all about my vehicle's build date...and, although somebody at Ford must have some information, unless the COTUS dates are totally fictitious, nobody knows or nobody will tell me anything about the status of my purchase...What I am being told is that NOBODY at Ford can/will tell me when my car will be built an delivered.

It is evident from my experience that Ford simply do not care about customers who factory order their cars. The process is arcane, not even my dealer can explain the process or the factors affecting scheduling/build/delivery. Ford operate this process entirely to suit their needs and not those of their customers...I've been told, not in so many words, that if your don't like it we don't care.

My guess is that factory orders are a nuisance to Ford and, as this probably doesn't represent a large revenue stream in the scheme of things, that they can afford to alienate buyers like me...this will by my 5th new mustang purchase, but this experience is sorely testing my loyalty to Ford.

This is not the first time that I've had this problem. I factory ordered a Mustang a number of years ago from another dealer who outright lied about the price/delivery...etc. I was given a 6 - 8 week delivery estimate which turned out to be 20 - 26 weeks. I had to sue the dealer to get my deposit refunded...Ford Corporate were no help then either.

Why is this an issue for me, other than impatience to receive my shiny new mustang convertible whilst the sun is still out? My trade-in is the issue. My trade-in value continues to diminish as every week goes by. Worse...I, like most buyers, am funding my new purchase by using the residual value in my existing Mustang. My dealer will not even discuss the value of my trade-in against the purchase of my new Mustang until the delivery has been scheduled, i.e., 1 - 2 weeks before my new car is due to hit the lot. At that time, I will be in a very weak bargaining position...they can, and probably will, low-ball me as they have me over a barrel. If I get an unacceptably low offer for my existing car, I'll either have to eat several thousand Dollars of loss, i.e., borrow more or, run round like a rat on crack trying to sell the car privately before I have to seal the deal on financing. I obviously can't sell my existing car early as I will then have no transport.

In summary, Ford operate the custom order system for their benefit and their benefit only. It is totally unacceptable to me, as it would be to any reasonable person, that I have committed to a $55,000 purchase and I can get no meaningful information as to when I will receive my product. Adding insult to injury, Ford simply don't care and they could not be less helpful.

Don't even get me started about how Ford prioritized the Bullitt build, frequently with no live customer orders, above the build and delivery of vehicles with real live customers who placed orders in good faith. Another example of Ford stiffing their customers and prioritizing their own interests above those of the customer.

At least in one respect it sounds like you have a shitty dealer. My order (still waiting) was clear; we agreed on the price and value of trade-in up front. It's not my problem if the new mustang takes 12-16 weeks to arrive (when the dearer originally thought around "8 week" and probably figured a couple thousand miles would be added to the trade-in car while waiting).

Sponsored

 

[Kep4]

The dealer and their personnel make a big difference. If your dealer and/or personnel aren't doing their job then you'll have a bad experience, just like any other business.

My Mustang GT is the 5th vehicle purchase from my dealer and sales guy. Easy to get a hold of, returns my calls and email, no BS. Ordered my Mustang April 23rd configured exactly as I want and I'm picking it up tomorrow morning!

 

[analogman]

I factory ordered my 2015 GT PP (because I wanted the Premier Interior Trim package, which I couldn't find on any in-stock cars). It was painless and easy, and the car arrived faster than I expected, about 8 weeks. This was also in an area with what I thought was probably relatively low volume in Mustang sales, Portland Oregon. Luck of the draw I guess.

 

[thunderstrike]

NEVER FACTORY ORDER A FORD...Ford can/will tell me when my car will be built an delivered.
.

Best car to custom order is a Porsche.

 

[Cobra Jet]

You think ordering a new Ford is frustrating and a fiasco?

Hell, try going through the Ford Buy Back process that some of us have with their RAV vehicle reacquirement headquarters; that’s a freaking JOKE as well, along with the joker employee representatives, the lack of respect, the lack of communication, the fact that RAV and the sponsoring Dealership can’t get on the same page - all the while the CUSTOMER is left holding the bag for weeks and sometimes MONTHS on end with NO idea as to what to expect.

In some instances Customers NEW Ford’s are sitting inoperable at the Dealership because Ford Engineerig Team either can’t diagnose or properly fix a problem where the Customer has been back to the Dealership multiple times for the same redundant issues... OR there’s NO parts in stock nationwide for the Dealership to even FIX the vehicle... explain how there cannot be parts in stock for a MASS PRODUCED vehicle...

We’re not talking a few days of down time, some of us have had our then NEW Ford’s sit at the Dealership for several weeks or even MONTHS, while those fortunate enough are granted a Ford loaner to putz around in, all the while making car payments on a new busted ass Ford product that NO ONE can fix.

You’re right in the fact that Ford Corporate either has NO CLUE how Customers are being treated or they just don’t care.

When I had my prior “new” 2016 S550, the car was at the shop more days than I actually owned and drove it. I went through (3) Ford Regional CSR’s, because each time they would magically rotate out of their position. I had FSE’s visit the servicing Dealership multiple times, both the Dealer AND FSE’s were going round and round with the Ford Engineering Techs back at Ford... to no avail. I dealt with that from 1,090 miles up until my finalization with the Buy Back this last Feb @ over 30k miles... then had to deal with RAV for the Buy Back where THAT alone was more stressful than just letting the 2016 sit at the shop... My Buy Back was authorized in Sept 2017, my 2018 was finally special ordered in November 2017, the car was not delivered until Feb 2018!

During my MANY Service Center visits, I got so fed up, I even had someone on this site message me (3) valid Ford Corp email addresses, 1 being Bill Ford and the other 2 being under him. I wrote an email, sent it to all AND even CC’d that same info to my last Ford CSR before RAV... never once did I get any return email at all from ANYONE at Ford Corporate. Those email addresses were valid as confirmed and not one of them was ever bounced back with an invalid email address...

So you tell me, does the Customer matter? Because in my case, I REALLY had to push hard to get Ford to take back my 2016 and get into my 2018... it was no party, it was stressful and it was WORK on my part. Others who have gone through the RAV Buy Back will confirm the same - yes, Ford obliges to make a Customer whole - only depending on how loud that Customer squeaks and what facts the Customer has to back up their claim for a refund or vehicle exchange.

So, with all that said, I completely understand where the OP is coming from 1,000,000%. For those that have not had the pleasure of such ill Ford Customer experiences as noted by others, you’re lucky and I certainly wouldn’t wish it on anyone.

 

[sigintel]

At least Bill Ford didnt call you a Pedo Guy..

 

[Jetnoise]

"Its naive and rude to imply that a custom order makes someone 'needy'. If i'm spending $40k+ for a car, its needs to be exactly what i want, not something similar to what i want."
Would you take 39900 and accept it?

And manufacturing a new car is a little bit more involved than tossing pepperoni on a pizza pie for 20 bucks?

 

[Jetnoise]

↑
Why I'll never understand why anyone has to factory order a Mustang. There's a zillion on the lot around me and you save a ton buying off the lot.
The only car you factory order is something like a BMW, Audi, or Porsche to avoid paying for several thousands in options (as in $10K+) that only ordering can avoid in most dealerships.
Incorrect. You can get the same discounts on ordered cars. The notion that you’d pay sticker just because it’s a custom order is silly, at best. I paid $48k for my $53k+ custom order before sales tax but including tags, title, doc, destination, etc, which means over $6k off sticker. Approximately $5-6k in savings from sticker after incentives is average. Places like Koon’s with $7k below sticker advertisements is after incentives and before tags, title, their ridiculous $600+ doc fee and even before the $900 destination fee - after you add all that in you’re looking at the typical $5-6k discount virtually every dealership will do.
And no, I could not and still cannot find a single Mustang spec’d the way I have mine on any lot in the country - multiple dealerships checked for me prior to me placing an order.


Post your buyers order with those discounts please!!!!
If you are just trolling the internet sites of dealerships you are being mislead by the add. Unless of course your all of these .......new grad, first responder, teacher, x plan' military service, member of some credit union or a customer already of some auto insurance company.......
Devil is in the details.

 

[RichBrew]

"Its naive and rude to imply that a custom order makes someone 'needy'. If i'm spending $40k+ for a car, its needs to be exactly what i want, not something similar to what i want."
Would you take 39900 and accept it?

And manufacturing a new car is a little bit more involved than tossing pepperoni on a pizza pie for 20 bucks?

I've always been picky about getting the specific options that I wanted (my last car was over 300 miles away), but this is the first time i wasn't able to find the options i wanted on a dealer lot. I never said that ordering a car was simple. Its actually pretty frustrating, and i'd rather avoid it if i could. (I actually would prefer not to be buying a car at all right now. I'd rather still have my 2012 fusion. but a drunk driver who took out 3 parked cars kind of ruined that plan) But i learned a long time ago, that for me, its more frustrating to compromise. I keep cars for a long time, so getting it the way i want it is more important to me than the instant gratification that most people are after when they buy shiny new car. would a few bucks change that? i don't think so. But that doesn't make me 'needy' as stated in the post i responded to, just picky. If you're not, do whats right for you, i couldn't care less.

 

[Silver Bullitt]

Post your buyers order with those discounts please!!!!
If you are just trolling the internet sites of dealerships you are being mislead by the add. Unless of course your all of these .......new grad, first responder, teacher, x plan' military service, member of some credit union or a customer already of some auto insurance company.......
Devil is in the details.

That's not an unreasonable expectation, particularly as the MY progresses. MSRP on my special order 2018 301A PP2 w/ active exhaust and Recaros was $47,080. I paid $38,949.95 (including $199.95 dealer fee) before TTL which can vary wildly depending on location. Negotiated price at time of order was $42,699.95 less $3,000 Ford rebate and $750 Ford private cash at time of delivery. Total order to delivery time was 10 weeks. That's $8,130 below MSRP on a $47,080 vehicle. My dealer kept me updated throughout the process including sending me a pic of it sitting on the truck when it came in. They didn't even require a down payment. Your dealer and salesman/sales manager can make all the difference.

 

[Jetnoise]

What month did you get a Ford 3k rebate?
MO and other parts of the country see different mfr involvement.
Good for you on the huge score

 

[Silver Bullitt]

What month did you get a Ford 3k rebate?
MO and other parts of the country see different mfr involvement.
Good for you on the huge score

The $3,000 rebate in the Midwest region expired 7/9/2018. I did not qualify for any of those other rebates. That was the rebate that anyone could get. I haven't checked lately to see what the current rebate is on 2018's. The $750 private cash offer was obtained by calling Ford customer service. I qualified because I purchased a new 2013 F-150 in 2014.

Edit: I took delivery 5/22/2018.

 

[Jetnoise]

You do know what they say about being picky don't you?

I Get the whole needs and wants thing.......needs = gotta have to survive
Get exactly what you want and can muster. Doing so you will appreciate the experience. Make it a good one for yourself and know that when it's delivered it is the latest they have to deliver and the best they can.
You will not be able to remove the smile from your face oh I assure you that .....
It's worth it. You'll see
Stay positive and send the assembly line good karma

 

[Jetnoise]

Over 4K of dealer participation was nice
Good deal !
Processing fee locally is 695 ish
I bought out of state and their "doc fee" was 149
They delivered the car to my front door. Don't discount travel to get car you want. The trick is getting a dealership employee to search their system....

 

[Silver Bullitt]

You do know what they say about being picky don't you?

I Get the whole needs and wants thing.......needs = gotta have to survive
Get exactly what you want and can muster. Doing so you will appreciate the experience. Make it a good one for yourself and know that when it's delivered it is the latest they have to deliver and the best they can.
You will not be able to remove the smile from your face oh I assure you that .....
It's worth it. You'll see
Stay positive and send the assembly line good karma

I can certainly attest. 10 weeks of impatiently waiting made it all worthwhile when I received this.

Sponsored