- Joined
- Jan 6, 2015
- Threads
- 16
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- 404
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- 109
- Location
- Czech Republic
- Vehicle(s)
- 2015 Mustang EB PP / 2011 Focus EB Titanium
- Thread starter
- Banned
- #1
I have just reached a point, where I lost the patience with my dealer's attitude and I sent the below email to Ford EU and Ford US. I know this will come back to me and my dealer will be mad when handing over the car (if they ever do this), but I just had it with them.
Please feel free to read, share or tell me that I'm mad.
Dear Ford Europe,
do you remember the guy with a big grin and messy hair in the attachment? Yes, that's me. I drove over 500km just to see the new Mustang on Munich airport for a few hours. I met some lovely people there and I was absolutely excited about getting a Mustang myself. And we even made it to your Facebook page as a Mustang success story. And I went to Geneve. And to Frankfurt to see it. I wanted to share with you how this happiness has turned to frustration just because of the way your dealer's work and care.
I ordered my car in January in a Czech (soon to be a) Ford store - Ford AMB. I ordered amongst the first 10 customers in my country and my sales representative was very happy and helpful. I paid a deposit on the car and that was the last day I ever felt like they care at all.
Since then, I waited a few months and searched the internet for Mustang news. The EU cars started to be manufactured, specs were finalised, VISTA was updated with delivery dates. Not a single time did my sales guy contact me with any new information by himself. I had to ask every few weeks. When I asked if there were any news, I got a reply every time. I indeed got it. Like "everything is going as planned and you should not worry...".
I did not really believe there are no tracking information available and I asked for my VIN. I contacted Ford US and amazingly, I suddenly knew, where my car was. And I was getting an update each week! What a customer experience! My dealer did not feel the need to tell me anything.
Later in the year my dealer organised an event called the "Ford Days" and they decided to present a Mustang there for the very first time! A personal invitation from my sales guy would have been nice, but OK, no big deal, it's only my 4th car from this dealer in the last 4 years, so I am probably not special.
Then my dealer received their show car! And the first customer cars have been handed over, what a great news! I learned this when I was visiting them to get a service for my second car. Not from my sales guy. From their service people and other sales guys. It would have been nice to get a call from my sales representative that I can come and take a look at their show car or maybe even a take ride while I am waiting for mine. But no, that did not happen.
I asked again where my car is. That was beginning of August (almost 2 months after the scheduled delivery date). I was replied that they will get back to me in the half of August. They didn't.
My point is not that the car is delayed. I was not expecting miracles. But I was expecting a decent customer service. I wanted to feel special because I am buying a special car. I wanted to feel important for my dealer at least because of the almost 40k EUR in my pocket. That is where the frustration comes from and that is what you guys should really improve. If I buy a cheap 40EUR camera on Ebay, the number of information I get is outstanding. And so is the customer service, tracking, emails if I was happy, shipping updates, you name it. I am buying a 40000 EUR car and I have to beg for everything I want to know. And I can really feel they do not care at all.
That is dear Ford, why I am no longer your success story and why I would rather buy a 40EUR ebay camera than a 2015 Mustang again. I am no longer excited about my car and I feel sad for that.
I hope you will take this as a kind feedback to help you improve the way your dealers work. I do not want them to apologise, I do not want anything. I want my car and I want you to have this feedback. Thanks a lot for reading it.
Kind regards,
David
Please feel free to read, share or tell me that I'm mad.
Dear Ford Europe,
do you remember the guy with a big grin and messy hair in the attachment? Yes, that's me. I drove over 500km just to see the new Mustang on Munich airport for a few hours. I met some lovely people there and I was absolutely excited about getting a Mustang myself. And we even made it to your Facebook page as a Mustang success story. And I went to Geneve. And to Frankfurt to see it. I wanted to share with you how this happiness has turned to frustration just because of the way your dealer's work and care.
I ordered my car in January in a Czech (soon to be a) Ford store - Ford AMB. I ordered amongst the first 10 customers in my country and my sales representative was very happy and helpful. I paid a deposit on the car and that was the last day I ever felt like they care at all.
Since then, I waited a few months and searched the internet for Mustang news. The EU cars started to be manufactured, specs were finalised, VISTA was updated with delivery dates. Not a single time did my sales guy contact me with any new information by himself. I had to ask every few weeks. When I asked if there were any news, I got a reply every time. I indeed got it. Like "everything is going as planned and you should not worry...".
I did not really believe there are no tracking information available and I asked for my VIN. I contacted Ford US and amazingly, I suddenly knew, where my car was. And I was getting an update each week! What a customer experience! My dealer did not feel the need to tell me anything.
Later in the year my dealer organised an event called the "Ford Days" and they decided to present a Mustang there for the very first time! A personal invitation from my sales guy would have been nice, but OK, no big deal, it's only my 4th car from this dealer in the last 4 years, so I am probably not special.
Then my dealer received their show car! And the first customer cars have been handed over, what a great news! I learned this when I was visiting them to get a service for my second car. Not from my sales guy. From their service people and other sales guys. It would have been nice to get a call from my sales representative that I can come and take a look at their show car or maybe even a take ride while I am waiting for mine. But no, that did not happen.
I asked again where my car is. That was beginning of August (almost 2 months after the scheduled delivery date). I was replied that they will get back to me in the half of August. They didn't.
My point is not that the car is delayed. I was not expecting miracles. But I was expecting a decent customer service. I wanted to feel special because I am buying a special car. I wanted to feel important for my dealer at least because of the almost 40k EUR in my pocket. That is where the frustration comes from and that is what you guys should really improve. If I buy a cheap 40EUR camera on Ebay, the number of information I get is outstanding. And so is the customer service, tracking, emails if I was happy, shipping updates, you name it. I am buying a 40000 EUR car and I have to beg for everything I want to know. And I can really feel they do not care at all.
That is dear Ford, why I am no longer your success story and why I would rather buy a 40EUR ebay camera than a 2015 Mustang again. I am no longer excited about my car and I feel sad for that.
I hope you will take this as a kind feedback to help you improve the way your dealers work. I do not want them to apologise, I do not want anything. I want my car and I want you to have this feedback. Thanks a lot for reading it.
Kind regards,
David
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