Don't know if I should be upset

[CorvetteDreamin]

Im 1 week since ordering in Va and still don't have a VIN.

Depending on the DAY ordered, that might be just fine. My dealer orders on Thursdays. So if you put your order in on a Thursday or Friday, it might take a whole week just to get the order entered. Then more time to actually process it and issue the VIN.

I wouldn't sweat it just yet.

Sponsored

 

[mpwillis]

Similar experience, but I actually like my dealership that I ended up buying from, despite them being the source of very little information during the order-delivery process. First dealer (Aug 14) wouldn't give me the time of day wrt talking 15 Mustang order - quite unbelievable. Searched for another, they're about 45 miles away, and we did sit down and work up an order. Had a build order and dealer order number (means nothing), but did appear they had thrown it over the fence. I was ordering an EB/Vert/Auto, and in Oct/Nov 14 there were a lot burbles on one or more of those criteria for order acceptance. Late Nov all hurdles cleared and order finally accepted - still no VIN, thus no tracking options through other sources. Finally got VIN early Dec 14, not from the dealer, but from Ford Service (PM her from Rachel, she was GREAT). Now I could track myself (COTUS), and mostly did so in conjunction with info on this site, until delivery in Feb 15. In fact, I became a source of info for my dealer with knowledge obtained on this website. Quite funny in a way, knew more than did they. For me, I liked getting info first hand. Should I have been getting this service from my salesman? Perhaps, but right or wrong I think they focus on dealer orders, on the lot, for which they are already out of pocket, vice customer orders. I'm not sure anyone could have fed me information (even the absence of information) at the rate I was seeking. Like many COTUS addicts, I had my VIN memorized long before delivery!:lol:
They called me when the truck came in (COTUS gets fuzzy right around delivery) and got pics for me on/coming off the truck, and didn't drill holes or attach dealer stickers. Within their capability pretty much red-carpet treatment since.

 

[Xantom]

This is my first new car purchase ever, but not my first experience with car salesman/dealerships. To say I have low expectations from any car salesman or dealership would be an understatement.

I tried to buy local, but after being thoroughly disappointed with the 3 dealerships I contacted I ended up purchasing from a dealership 100 miles away. I have family there so it's not the end of the world to have to drive up there to pick it up. They said they ordered the car but couldn't give me any usable info on the car. Thanks to Jeff from Ford for confirming my order and giving my VIN so I could track it in COTUS. After getting into COTUS I noticed they had ordered my car with Red Line interior. I contacted them and told them I wanted the premier trim package in Ebony. They told me they fixed it. It took a week for the change to show in COTUS, but now the premier trim package was removed entirely. I contacted them again, they then told me that the premier trim could only be ordered in Red Line. So now they removed an entire option from my build and never told me that, and more importantly, never modified the purchase price. Ultimately they got the correct set of options ordered, but had I not been vigilant, I would have been a very angry customer when I went to pick up my car. I would call this par for the course and I wasn't surprised by their lackluster attention to detail. Any lofty expectations I had about buying cars died a long time ago.

 

[tsunami]

My Mustang salesperson had never heard of COTUS! He was so surprised that he could use his own office computer to track his orders. Before that, he had to work with his sales manager who would take up to a week to get back to him about a customer's order. He was very knowledgeable about Mustangs (he owns three including a Shelby), but never trained by Ford to do any customer tracking. Sort of the way Ford treats customers at Flat Rock.

 

[akfinfan]

My Mustang salesperson had never heard of COTUS! He was so surprised that he could use his own office computer to track his orders. Before that, he had to work with his sales manager who would take up to a week to get back to him about a customer's order. He was very knowledgeable about Mustangs (he owns three including a Shelby), but never trained by Ford to do any customer tracking. Sort of the way Ford treats customers at Flat Rock.

I have experienced the same thing. I my problem is that my salesman is barely 25 years old and doesn't know squat about cars or sales or COTUS. I am only dealing with him because I know exactly what I want, am using XPLAN, not getting any special warranty crap etc....and am already preapproved for financing. He will get a "sale" without having to even "sell" me anything.

 

[Spartan]

I'm in northern VA... second ordered Mustang... dealer has never volunteered ANYTHING. I've had to either TELL them or drag it out of them. In fact, the last time I knew exactly what the status was but wanted to see how "helpful" the sales guy would be. His response? "It has only been a few weeks since the order was placed. When the VIN & vehicle status comes available to me, I will let you know." Of course, his boss had already replied with awesome detailed info. :lol:

Now I just need them to NOT drill the front bumper for the license plate. I have my sto n sho in hand ready to go.

What dealer?

 

[FordService]

I found out from the ford customer service people they ordered the car Saturday 3/28. - So yes I was lied too.

Hey CaptainCrash,

I definitely understand where you're coming from. Send me a DM; I'll take a look into this further.

Jeff

 

[CorvetteDreamin]

What dealer?

Cowles Ford.

 

[Blackdog]

So I ordered my mustang 2/12/15 and was told it would be 8-12 weeks, and that I could pretty well plan on 8. I came home found this forum and the great Ford reps who do a good job providing info :ford:.

To date my dealership has not sent me the slightest bit of info about my car. Today is 8 weeks from the day I ordered, and I feel like I should have been contacted. I have the info they could have provided, because I went looking for it on my own. I feel like it is a little petty on my part, but I feel a little snubbed by the lack of communication. It just seems like is not how I would treat someone paying close to 50K for a Ford.

What are the opinions, Am I right for being disappointed in my service, or do I just need to wash the sand out...

Yes you should be upset, I am. I'm in the same situation. I am almost 9 weeks in and haven't heard a peep from my dealer. I've been tracking it on COTUS none the less. I contacted my dealer 8 days ago via email and they still have not produced to me the information that I requested. I've sent multiple email and also spoke to the sale manager on the phone.

I ask to see if their computers reflected what COTUS was telling me,.. NO ANSWER. I asked what available financing options they had available as they had mentioned to me various lender options when I put a deposit down,... NO ANSWER. I asked what the the itemized final cost (with Reg, Title, etc) was so I could provided that information when I go look for financing,.... NO ANSWER. I'm about ready to tell this dealer to stick it up their A$$



Blackdog

 

[Spartan]

Cowles Ford.

Should check with Sheehy or Ted Britt. Avoid Koons.

 

[CorvetteDreamin]

Should check with Sheehy or Ted Britt. Avoid Koons.

Sheehy was the lowest on the TrueCar pricing but I got Cowles to match it.

I've bought from Ted Britt before -- no problems but I used x-plan.

I can't get far enough away from Koons. Never had a good experience. Jerry's isn't much better.

Generally, I think there's probably only 5% of the sales staff who actually give a damn about a single customer except when they're signing papers to buy.

I've been sticking with Cowles because they're close to home, the least of all the evil dealers, and the service manager is all aces. Plus they host the spring National Capital Region Mustang Club show. Aside from marketing though, communication generally sucks.

 

[vt89gtvert]

So I called my dealership and spoke to my salesman. He stated that he called on Monday and was told that the car would be finished on the 14th of this month. I asked why I was only finding out on Friday when I had to call, and he stated that he had been busy...

I stated that I would have ideally like to have had some updates along the way, and was told that they were only allowed to check once a week. I then went into all the info I had, and that I had to go looking for this info, and how I would expect some communication from the place I am purchasing a fairly expensive new car from. He said that he would talk to his people about the topic. I said I would appreciate some feedback on the topic, and that I was expecting a return call.

I expressed that I am fairly locked in at this point, having given $1k in deposit, and having already waited 8 weeks. I did share that I would be expressing my opinion to friends, family, and ford surveys on how it has all gone down.

 

[emeraldprincess]

Wow, glad I found this forum and here I thought it was just me getting a less than stellar customer service. :(

I visited the dealership back on 3-13 and placed my order and haven't heard a peep from my sales guy even after sending two emails. The second email was like a day or two after visiting asking if I could still add the enhanced security package, I figured I would at least get a "sure thing" or "sorry too late" but nothing. From all the comments I've seen I guess Ford isn't big on customer service or sales training when it comes to car info either. My sales guy didn't know any details about the car, I mean he didn't even know that the backup cam was standard or the size rims that come with the Performance Package. I was blown away, albeit I already knew everything about the car so it wasn't like he had to sale me on the features but my goodness have some idea as to what your selling. Guess I was a little shocked since I'm in MI and you know the whole motor city bit lol. This will be my first car from an "American" company.

For the last 5 yrs I've only had to deal with one dealer and sales lady from "Toyota" for both of my current cars and the experience has been superior and that was the one thing I knew I would miss if I decided to switch. :(

 

[RedRain2015]

I think it is all about allocation really......I've heard of dealers without allocation taking 6-7 months to get a car, where as I went to a small dealer with allocation and had my car in less than 6 weeks.
Jeff Greenly at Yocum Ford in Lansdale, PA.......he's the Mustang man. Emailed me ever update himself, weekly!
I've been buying cars for 25 years and this experience has been my best.


Sent from my iPhone using Tapatalk

 

[CorvetteDreamin]

I'd love to see a statistic on the average time of employment for car salesman. I mean, I've been shopping at the same dealer for 20 years and I can't think of anyone that's been there the whole time. On the other hand, some of the service guys have been there that long. My guess is most domestic car dealers simply are trying to move product, not build long-term relationships (not that the two aren't related.)

I also imagine it's hard to be a car salesman with demanding customers, the undecided, the tire kickers, and the "be backs" (those who say they'll be back to make the purchase but never come back.)

Personally, I don't think you should be allowed to sell any product unless you pass a basic knowledge test.

Sponsored