Frustration with dealership info

[Clay5871]

Thanks to Ford facebook I have been well informed of my Gts progress.

The frustrating thing has been how the dealership has been informing me of details up to 4 weeks behind what I have been able to find for myself.

Last time they contacted me they said they would keep me informed with weekly updates as my delivery was not far off. That was over a month ago and nothing from them since.

As I found out for myself that my vehicle arrived at port last Saturday I contacted the dealership for an update today. My dealer is telling me that their info states that they should receive it about 6th May. My dealer is 15 minutes from the dock.

The Ceva road shipping site indicates that delivery at dealer is scheduled for April 20th, 16 days before the dealership is telling me.

Surely Ford (or the dealership) can do better than this!

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[Surrexen]

My dealer didn't really want to give any dates at all either. They were of the opinion that if they tell me a date etc and something changes it will only bring frustration. So they were very reluctant to provide anything mostly to protect themselves. Regardless I got the information to track it myself from Ford AU and now I don't have to hassle my dealer anymore for information they don't want to give. I can't say I blame them though, it's a long process and delays can occur at so many points along the way I can appreciate the difficulties.

 

[Aus-MustangGT]

Surely with over one year worth of Mustang deliveries you surely can't expect the dealerships to get things right?

 

[TeamDenno]

Thanks to Ford facebook I have been well informed of my Gts progress.

The frustrating thing has been how the dealership has been informing me of details up to 4 weeks behind what I have been able to find for myself.

Last time they contacted me they said they would keep me informed with weekly updates as my delivery was not far off. That was over a month ago and nothing from them since.

As I found out for myself that my vehicle arrived at port last Saturday I contacted the dealership for an update today. My dealer is telling me that their info states that they should receive it about 6th May. My dealer is 15 minutes from the dock.

The Ceva road shipping site indicates that delivery at dealer is scheduled for April 20th, 16 days before the dealership is telling me.

Surely Ford (or the dealership) can do better than this!

According to my dealer, it is Ford providing the dealer with crappy info. As Hammo at Sinclair Ford pointed out, he does not have the time going looking online for VIN numbers daily (as we do after purchase!) and is relying on daily reports thru the Ford system as to when and where the cars are (and the build and delivery process).

He was quite honest in explaining that sometimes the info he has was often out of date.

 

[GrabbberAussie]

According to my dealer, it is Ford providing the dealer with crappy info. As Hammo at Sinclair Ford pointed out, he does not have the time going looking online for VIN numbers daily (as we do after purchase!) and is relying on daily reports thru the Ford system as to when and where the cars are (and the build and delivery process).

He was quite honest in explaining that sometimes the info he has was often out of date.

That's because the sales guys are oh so busy. It ain't that hard for the stock controller or someone else at each dealership to check these maybe once a fortnight, or even once a month - we aren't asking for a daily update.

I have not heard at all from my dealer since the purchase was signed for nearly a year ago - this is off his own bat, the only time we have spoken is when I asked to make a change to the car (took 2 weeks to do) and then asking about pre-delivery checks and plates etc (took 2 weeks to come back to me). I didn't even call, it was an email and you would expect even with an email you would get a response back in 5 business days at the latest. Imagine a business taking 5 days to return an email?
Maybe we all have different perceptions on what good service entails.
I can also 100% guarantee that they will not call when CEVA tells me it has been delivered - you would think at this point the dealer would know about it?

Each dealer is so different in the service they give. A friend sends and email to his dealer and he gets a response the next day and a meaningful response. I distinctly remember the dude telling me that I should stay with a bigger dealer as I will get better service. I signed based more convenience in pick up and close to home and servicing etc. Anyways, the wait is nearly over.

 

[MRK 73A]

Thanks to Ford facebook I have been well informed of my Gts progress.

The frustrating thing has been how the dealership has been informing me of details up to 4 weeks behind what I have been able to find for myself.

Last time they contacted me they said they would keep me informed with weekly updates as my delivery was not far off. That was over a month ago and nothing from them since.

As I found out for myself that my vehicle arrived at port last Saturday I contacted the dealership for an update today. My dealer is telling me that their info states that they should receive it about 6th May. My dealer is 15 minutes from the dock.

The Ceva road shipping site indicates that delivery at dealer is scheduled for April 20th, 16 days before the dealership is telling me.

Surely Ford (or the dealership) can do better than this!

Hi Clay, I suspect we are (should I say we were) on the same boat, and ordered from a Wollongong dealership. I got in contact with them today asking for an update on delivery - also got 6/5/17. I then replied telling them that it is expected at the dealership on Thursday. She was a little surprised I was aware but did assure me she would let me know when it is in the dealership.

 

[Mr_GT]

That's because the sales guys are oh so busy. It ain't that hard for the stock controller or someone else at each dealership to check these maybe once a fortnight, or even once a month - we aren't asking for a daily update.

I have not heard at all from my dealer since the purchase was signed for nearly a year ago - this is off his own bat, the only time we have spoken is when I asked to make a change to the car (took 2 weeks to do) and then asking about pre-delivery checks and plates etc (took 2 weeks to come back to me). I didn't even call, it was an email and you would expect even with an email you would get a response back in 5 business days at the latest. Imagine a business taking 5 days to return an email?
Maybe we all have different perceptions on what good service entails.
I can also 100% guarantee that they will not call when CEVA tells me it has been delivered - you would think at this point the dealer would know about it?

Each dealer is so different in the service they give. A friend sends and email to his dealer and he gets a response the next day and a meaningful response. I distinctly remember the dude telling me that I should stay with a bigger dealer as I will get better service. I signed based more convenience in pick up and close to home and servicing etc. Anyways, the wait is nearly over.

I wish I signed up based on convenience , closer to home, but silly me went and signed up an hour from home ,took advice from another forum, but they are all the same I realized after all. If anything I think he slugged me a bit on price...i never knew about this forum before I put the deposit down.

 

[apsilon]

I've bought probably more than my fair share of cars over the years of a lot of makes. I've never had an experience I was 100% happy with. It's all just degrees of how bad they are.

 

[Sturty91]

Only time my dealer has Contacted me was to provide NSC. Ford Facebook been way more helpful for info

 

[Bagration]

It does get a bit deflating when we are updating the dealership....and not the other way around. I think the notion of a long term relationship with a customer is now generally a distant memory. The dealership was very surprised at the amount of money we had spent with them over the last 5 years - but I don't think that will change the level of service (or lack thereof...)

Still the wait is nearly done and it will all be in the past shortly.

 

[GrabbberAussie]

I've bought probably more than my fair share of cars over the years of a lot of makes. I've never had an experience I was 100% happy with. It's all just degrees of how bad they are.

I have only bought 2 new cars. One Mazda, I liked the guy was really helpful but the wait was only 2 weeks. Toyota.. 3 month wait for an 86, kept me informed every few weeks as to where it is at, even called me before Christmas to wish me a Merry Christmas and to tell me it wouldn't be long now. Both were great experiences. Toyota, have realised now, that great service was to keep my business for servicing.

So buying a car that is close to 70k, one of the most expensive cars Ford sell, you would think that service would be better. Again though a friend who bought from somewhere else says his dealer has been brilliant, asked about the a ncap 2 star rating, sent him the au delivery checklist, dealer says no problems, I know about this list and will take care of it for you 100%.
What the dealer knows, is that the mrs keeps banging on to me about getting a focus Rs, after this experience I know where I won't be going.

 

[apsilon]

I've never bought a Toyota. That might change as I'm thinking of getting a dual cab ute in the next couple of months. I like the look of the Ranger the most and have even mentioned it to the dealer that I'll be shopping for one soon but given their service, I'll be looking hard at the Hilux now as well as others.

I have had a couple of very good sales experiences right up until delivery. My Pajero for example was great then at delivery a couple of accessories were missing with the usual promise to fit them at first service (I now refuse delivery if anything is missing. you'll be amazed at how quickly things get found). First service they weren't available. Trying to chase them up became increasingly difficult to the point they flat out stated they were never going to be included despite being on the contract. Then they started ignoring me. Worst mistake ever. Let's just say I got the accessories plus cash back in the end. If anyone ever noticed Mitsu Aust used to have an ask the CEO thing on the website and now they don't. Guess why.

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