Ok now I'm pissed.

[Kristian87]

So I know we are all in the same boat here but I like to think of myself as a pretty laid back, patient guy but my experience has just gone from disappointing to downright frustrating.

In an attempt to get some info, I tried a little out of the box thinking and fired an email to the customer relations centre in the US, expressing my disappointment with the communication in the UK. I got a reply back the same day & they politely pointed me in the direction of the UK customer relations centre, adding that I may be able to get an update from them - fair enough.

I want to share with you my email because it's shocking. I will continue with this thread until I get an answer, not because I am desperate for it but out of principle now - others, that supposedly ordered at the same time as me have build dates & I have nothing.

My email:
Hi there,

I’m hoping you can help me. I ordered a Mustang earlier this year from Hartwell Ford in Kidlington. I am after any kind of update in terms of the Mustang in general or my specific order.

There is a general feeling amongst those who have placed an order that the dealerships are poorly informed & cannot provide us with updates. I understand from a friend that ordered a couple of days after me that he has a build date & an estimated delivery date so I am a bit miffed that I cannot get that information from my dealer – his last update was on Monday of this week with “there are no updates”.

This is the reason for my email – to save me harassing my dealer any more, can you shed some light on my order? Or the RHD production in general?

Looking forward to your response.

Many thanks
Kristian

Their response:
Thank you for your reply. I apologise for any confusion. We are delighted to announce that the Mustang is available to order now, and will still be available to order in December. We cannot specify any exact delivery dates at this time but your local FordStore sales advisor will keep you updated with your order. If you have any further questions please do not hesitate to get in touch.

Un-fucking-believable!

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[Paulo1984]

So I know we are all in the same boat here but I like to think of myself as a pretty laid back, patient guy but my experience has just gone from disappointing to downright frustrating.

In an attempt to get some info, I tried a little out of the box thinking and fired an email to the customer relations centre in the US, expressing my disappointment with the communication in the UK. I got a reply back the same day & they politely pointed me in the direction of the UK customer relations centre, adding that I may be able to get an update from them - fair enough.

I want to share with you my email because it's shocking. I will continue with this thread until I get an answer, not because I am desperate for it but out of principle now - others, that supposedly ordered at the same time as me have build dates & I have nothing.

My email:
Hi there,

I’m hoping you can help me. I ordered a Mustang earlier this year from Hartwell Ford in Kidlington. I am after any kind of update in terms of the Mustang in general or my specific order.

There is a general feeling amongst those who have placed an order that the dealerships are poorly informed & cannot provide us with updates. I understand from a friend that ordered a couple of days after me that he has a build date & an estimated delivery date so I am a bit miffed that I cannot get that information from my dealer – his last update was on Monday of this week with “there are no updates”.

This is the reason for my email – to save me harassing my dealer any more, can you shed some light on my order? Or the RHD production in general?

Looking forward to your response.

Many thanks
Kristian

Their response:
Thank you for your reply. I apologise for any confusion. We are delighted to announce that the Mustang is available to order now, and will still be available to order in December. We cannot specify any exact delivery dates at this time but your local FordStore sales advisor will keep you updated with your order. If you have any further questions please do not hesitate to get in touch.

Un-fucking-believable!

Sounds about right. Those of us who have been walking this path for a while now (I'm not going to say it!) gave up on Ford UK a long time ago! I'm assuming it was the mustang priority team you e-mailed, but to be honest they aren't much use either. :frusty:

 

[croyde]

I got that same reply via their FB page, many months ago.

I love that they direct you to the Mustang expert at your local store.

I and others who have placed deposits are the experts, the sales people and even the manager are all clueless.

 

[Kristian87]

I didn't think of the priority team to be honest. Anyone got the email address? I'm in the mood now for some email harassment, in case you cant tell. My favourite part was "We are delighted to announce that the Mustang is available to order now" :doh:

 

[Gryphon]

I'm not in the UK, but I'm in that boat with you. It seems Ford seriously screwed up the launch of this car. Dealers everywhere from Spain to Sweden are clueless, noone knows when or how the cars are coming in... A poor showing for one of the world's biggest companies.

Isn't it strange that when you order a ten pound watch off Etsy, you get an order confirmation, you can update your order status online, and get a tracking number with which you can track your shipment, but for a £35000 car, it's 'Sign here and shut up'?

Seriously.

 

[Kristian87]

fuck it, I'm going to phone them. This will be a laugh.

 

[Kristian87]

The customer relationship centre are "currently experiencing difficulties, please call back at another time" :lol: maybe they are all hard at work learning about the Mustang?

 

[Centurion07]

Yep. Had an almost identical email a few months ago when I wasn't getting anything from my dealer.

Ford must have a bot that automatically sends that bullshit reply when they get any email containing the word "Mustang".

As above, it's absolutely unbelievable that in 2015, when RHD production has already started, that you can't just log into a site, enter the details & track your car.

 

[Travel Lad]

Is it worth a target campaign with all 6g members hitting Ford UK on facebook for answers?

Or do we just sit back and be very 'British' about it and not complain?

I'll bet our US buddies wouldn't take this kind of sh**, mind you they can go and camp out at the factory for answers!

 

[Kristian87]

Not a bad idea, but sadly I am not on Facebook or Twitter! If anyone in the USA is reading this & can help or tell us who to go to we would really appreciate it

 

[deep south]

The UK customer relations centre actualy knows very little about anything; their role is to reply with a "standard" response - so if you are asking a "known" question they can (with the help of their computer systems) send you "that" answer.

Even Ford Australia have been able to put together a more detailed brochure than Ford UK... but look at it from their point of view; they have a backlog of about a year, so there is no point spending a penny on marketing, or investing in this area - at this stage.

My local Ford Store (Hendy in Southampton) don't even plan to have a "Ford Store" area until the end of the year....

I feel your frustration, but I can see if from Ford's view - why spend (waste?) any cash at this stage when the UK RHD production for the next year is already sold...

Once we actually get dealer cars I think it will change, but for now... I can't see it changing. Since they are building RHD cars now, how hard would it be to do a new brochure? At least we now have the handbook available...

 

[Kristian87]

I feel your frustration, but I can see if from Ford's view - why spend (waste?) any cash at this stage when the UK RHD production for the next year is already sold

I agree with you - Ford haven't done much PR & Marketing because they simply don't need to. But for the first (and IMO the most important) customers, there is no excuse not to at the very least keep those people happy.

The "on the list" email was a nice touch but now that we are in RHD production & even our dealers know nothing I find that very poor. It can all change though this month I guess.

I think I will finally join twitter tonight & drop Ford a little note, anyone that fancies doing the same - I will be using #wheresmymustang lol, someone out there must know something!

 

[NewMustangDE]

I and many others can certainly share your frustration. We have all ordered our cars nice and early but the flow of information is one big joke :frusty:

Furthermore, there seems to be no logic in the way Ford plans their schedule when one sees and hears that some cars are made earlier than other cars, but shipped and delivered later. My own being a great example. Lots of cars has been made after and delivered before mine....

Myself and others have writted to Ford Germany, their FB page and all we seem to get is the standard answer. A couple of weeks ago it became a joke when the simply copied and pasted the same answer to everybody, despite having been asked specific questions!

Once i had learned that my car that i ordered on 18/3, produced on 6/5 was further and further delayed (until October, at least!) i simply had enough and made some "other" contacts and demanded that Ford finds me another car, suddenly things started to move. My car is stuck at the emissions plant since May and nobody are prepared to say why. Not that it concerns me, but not even Ford Germany was able to find out, so i was told. Another car was found and it would arrive the following day, which it did. Dealer then calls me on the following day and informs me that my (replacement) car had arrived at the dealer!!!

Long story short, a bit of pressure and i received co-operation from both my dealer and Ford Germany.

Now i am just waiting for the registration docs to turn up as without them, we can not collect cars here. Been a week now and the wait is truly agonising! Every minute one looks and hopes for that ever so important phonecall. Hopefully tomorrow....

 

[Kristian87]

My first tweet!!!

 

[Paulo1984]

My first tweet!!!

like it!so i joined in! @ontourpaul

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