Why am I no longer a Mustang success story.

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

David, you are not mad, just a typical customer anywhere in the world who has ordered a 2015 mustang.
I have had exactly the same total lack of interest and service from my dealer and from Ford Australia. Once you sign that contract, you cease to exist as far as they are concerned. They know that those who are willing to wait many months or even years, and buy a car they have not seen or driven, or even know the final specs or it, will rarely cancel the deal, no matter how poorly they are treated.
I feel your anger and frustration.
Ford Australia are struggling to sell any cars at the moment, their range of vehicles are as good as any manufacturer, but their respect for their customer is non existent.
I am sure you will enjoy your car when you finally get it, I certainly hope I do, if mine ever turns up.
It will be interesting to see if you get a response to your letter, I phoned Ford Australia to voice my concerns and was essentially told that they weren't interested.
By the way....Czech beer is fabulous. ..

You're not mad, and you're also not alone. Not sure anyone has had a smooth ride and the RHD market has some way to go yet.

I'm not sure its specific to Ford however. I've recently been involved in replacing my wife's car, different manufacturer, and despite it arriving about three weeks after order the dealer was still able to develop an unfathomable disinterest. The rewards for selling a single vehicle must be so small that there's no benefit to providing a great experience to any one buyer. I'm not a salesman but I do deliver a service to an end-user and I just can't understand why anyone would not do the best for their customer. :tsk:

Oh man, I completely understand. How many cars were already delivered? I saw some photos on a Ford CR Facebook page. Dealer situation here in Slovakia is pretty similar what I heard. I ordered from a German dealer and he's really responsive and helpful, very great service and even tho my car was delayed for almost a month, he tried his best to give me the proper info.

EDIT: I've just read the photo thread on Ford CR again, I see you posted there already too. BTW hilarious comments there, people who will never buy a Mustang are bashing Ecoboost, the guy blaming the buyer about stolen money is also priceless. Some people in Slovakia / Czech are so fucking pathetic and sad that this is actually hilarious.

I think you showed an admirable amount of courtesy and self control there. I don't know if I would have been able to do the same if I were in your shoes.

David,

An abolutely fantastic letter

As you probably know, I wrote one to and suddenly, I have a car! It does seems to work....

What I find strange, is that Ford have not picked up on and tapped into the excitement that European buyers are showing with the new Mustang.... They're really missing a trick and an opportunity to earn extra income....

Before even the first car arrived they should have set up accessory depts at the dealers...
Mats, Rousch spoilers, hood scoops, etc.... Mustang interior parts like the boot liner shown on another thread, badges, wheels.... And I'm sure loads of other stuff that we excited buyers would want...

I've ordered a rubber boot liner, and a Borla touring cat back.....FROM AMERICA.... So the ford dealer in the USA was happy to take my money, and I was happy to give it to him....

If I were a European Ford dealer, I'd have had a container full of goodies sent over months ago.....put my Mark up on it and sit back and watch the Euros rolling in...

Whoever the European Ford marketing person is.....isn't very good at their job as I see it..

Enoch said:

What I find strange, is that Ford have not picked up on and tapped into the excitement that European buyers are showing with the new Mustang.... They're really missing a trick and an opportunity to earn extra income....

Before even the first car arrived they should have set up accessory depts at the dealers...
Mats, Rousch spoilers, hood scoops, etc.... Mustang interior parts like the boot liner shown on another thread, badges, wheels.... And I'm sure loads of other stuff that we excited buyers would want...

I've ordered a rubber boot liner, and a Borla touring cat back.....FROM AMERICA.... So the ford dealer in the USA was happy to take my money, and I was happy to give it to him....

If I were a European Ford dealer, I'd have had a container full of goodies sent over months ago.....put my Mark up on it and sit back and watch the Euros rolling in...

Whoever the European Ford marketing person is.....isn't very good at their job as I see it..

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This ^^ :amen:

Excellent letter! I'm really curious about the response of Ford.

Thanks a lot guys for all your responses! You are supportive and kind as always. This is a great community and I am really happy to be part of it! You guys rock! I have carefully read all your responses and I will definitely let you know about the progress.

I know many of you are in a similar situation, but I decided I have no right to speak for the community so I decided to only speak for myself. But if they get back to me, I will definitely mention that my case is not solitary!

NewMustangDE > Where did you send your letter to? [email protected]?

smidra said:

Thanks a lot guys for all your responses! You are supportive and kind as always. This is a great community and I am really happy to be part of it! You guys rock! I have carefully read all your responses and I will definitely let you know about the progress.

I know many of you are in a similar situation, but I decided I have no right to speak for the community so I decided to only speak for myself. But if they get back to me, I will definitely mention that my case is not solitary!

NewMustangDE > Where did you send your letter to? [email protected]?

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A copy to AutoBild helped.....I am sure they would love to hear more!

A copy went to the following:
[email protected]
[email protected]
[email protected]
Ford DE FaceBook page
My dealer Boss
My dealer

NewMustangDE said:

A copy to AutoBild helped.....I am sure they would love to hear more!

A copy went to the following:
[email protected]
[email protected]
[email protected]
Ford DE FaceBook page
My dealer Boss
My dealer

Click to expand...

Thanks a lot! I will use this if an escallation is needed. I will now give them a day or two to correctly respond if they choose to.

Setbacks are normal, your best friend though all this will be cotus.
Find out if EU offers cotus and track your car that way.

I always knew more about my shipment than my sales rep did because of cotus.

Surprised me too that Ford UK hasn't stocked up on aftermarket stuff.

I'm wary of buying from so far away and the postage costs are horrendous.

A UK Ford Dealer with a load of Mustang gear would be very well off by now and my little flat would be full of stuff waiting for my car.

smidra, your letter is really fantastic and it reflects the same situation I'm in.
If my dealer contiues to not care of me, I will sent a copy of your letter (modified to fit my case) to Ford Italy, Ford Europe and Ford US.

You are not mad my friend, you are tired and sad of this behaviour: before you sign the contract, dealer is at your feet; after signing the contract, you are under the dealer's feet. :rant: