damaged in transit beyond repair

[bstoner59]

This isn't the dealer or Ford's fault. Its the shipping company. Ford will simply file a claim for the money they are out. The shipping company's insurance will cover the loss and everyone goes on. Shit happens. Unfortunately, it happened to you this time.

I'm not sure why getting a new truck is an issue?? Would you rather Ford insist that they fix this truck and offer you that?

Man, some of you guys are impossible to please...


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[Gilligan]

You should ask for a matching Ford GT... You won't get anything you ask for, so why not swing for the fences?

 

[Delmer]

I'd go the LinkedIn route and find the right VP to contact and share your story and ask for help. I did a quick search and I landed here with Mark LaNeve

https://www.linkedin.com/in/mark-laneve-7b57b251/

Had a similar situation with a blown engine on a new car at 150 miles and three days of ownership. I got to the right VP and had my pick of a replacement unit within two weeks. Mark could defer you to someone else but worth starting somewhere. Good luck.

I sent that guy a note a while back on LinkedIn asking for some expectation management on early build delays. Not surprisingly, he did not respond.

 

[Dryhole]

Regional rep made a mistake on my order. I had to reorder but regional rep gave me $1,000 discount which was documented on my sales order. The discount came from ford not the dealership.


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[NJSP117]

You should ask for a matching Ford GT... You won't get anything you ask for, so why not swing for the fences?

That's the best advice I've seen yet!!

 

[iumbastu]

I sent that guy a note a while back on LinkedIn asking for some expectation management on early build delays. Not surprisingly, he did not respond.

Fair point - you need to be tenacious to drive the right result. A simple note via LinkedIn won't suffice. If you can get his admin on the phone or get to the VP responsible for NA Sales or Customer service even better. Mark isn't the only option just the first one I found in two minutes of searching.

I would definitely work the phones though and be courteous but firm in identifying you want/expect a proper resolution. This is what was required when I ran into a similar issue as described above.

Remember don't accept a no from someone who isn't authorized to say yes. Simply be patient and work your way up the corporate ladder until you get to the right individual who will say yes...!


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[bstoner59]

Fair point - you need to be tenacious to drive the right result. A simple note via LinkedIn won't suffice. If you can get his admin on the phone or get to the VP responsible for NA Sales or Customer service even better. Mark isn't the only option just the first one I found in two minutes of searching.

I would definitely work the phones though and be courteous but firm in identifying you want/expect a proper resolution. This is what was required when I ran into a similar issue as described above.

Remember don't accept a no from someone who isn't authorized to say yes. Simply be patient and work your way up the corporate ladder until you get to the right individual who will say yes...!


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What result are you trying to drive exactly? He could spend 4 weeks trying to get ahold of someone or he can put the order in and have it expedited, like they already offered, and get it in 4 - 6 weeks.

You guys are delusional on how little the higher ups have to do with this kind of thing. This is so far off their radar. Again, this isn't Ford's fault. It's the shipping company that takes responsibility for this. The best Ford will do is expedite the replacement, which they are willing to do


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[iumbastu]

What result are you trying to drive exactly? He could spend 4 weeks trying to get ahold of someone or he can put the order in and have it expedited, like they already offered, and get it in 4 - 6 weeks.

You guys are delusional on how little the higher ups have to do with this kind of thing. This is so far off their radar.


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I'm not sure if you have experience that you're speaking from but I'm sharing the same steps I took to resolve a similar issue. Hopefully you don't work at Ford..! Give the man at least some hope that he could be in a better position than he is in today.

Bottom line: It took me two days to get to the VP of sales who was willing to swap my car out with a car of my choice as long as the MSRP was within 5% of my purchase price. Four weeks after the engine blew up with metal shavings in the cylinders I had a new ride. Of course that was a German luxury sedan from another brand that may have a different focus on their customer base. However, in my experience if you can get to the right executive they are usually willing to do something to satisfy a customer who is buying one of the brands premium products.

I think asking for a retail order to be allocated / expedited as a replacement is a reasonable request.

If a Ford executive gets on the phone and laughs at him as well, I'd like to know as my spending is discretionary. There are other vehicle alternatives for us to consider if the best response is, "oh that sucks that our third party contracted transport company damaged your vehicle. Get back in line and wait. IF your dealer has any allocation left."

I have a 2014 Raptor now and have been pleased with how Ford has treated me over the last few years.

If you're tied up at the office this week, dangle a night out as an incentive and ask the wife, partner, significant other (if she's available and willing to help) work the phones until u get to a sympathizer customer centric individual in corporate.


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[dmercer3]

I think if it were me, I would ask for ( that’s being polite, there wouldn’t really be a choice ) a conference call with your dealer people and whomever from corp they need to engage to drive an expedited resolution. Legally, if you’ve put money down and delivery has been extended beyond some reasonable time frame without any tangible progress, then the dealer has - again at some point - failed to deliver on the promise. It varies by jurisdiction and this is something that’s last resort stuff because you burn your amicable relationship, if any. But, if you put a deposit down, were told it would be here by *** - by Ford or the dealer and it turns out to not end up here, someone owes you a vehicle. Now someone owes you a reasonable - good faith estimate when your vehicle will arrive. it is not anywhere outside the galaxy of reasonable to expect this.

I realize, this is a really low chance type of problem and would only occur probably less than 1% of the time, but for you, it’s occurred 100% of the time! I’d be understanding, certainly, it’s not the sales guy’s fault, I’d be determined to come to an understanding and I have in my narrow, military mind what the acceptable concessions on their part are for the extended period of time without your vehicle. When the minimal number of those concessions were met I’d consider the offer. If you get concessions verbally, get them in writing. Whether it’s a diversion of some other similarly provisioned unit (dealer retail -- they can wait for another), and expedited order to delivery with a firm date, regular progress reports, whatever.

Make your decision thoughtfully, not in anger, however you approach it. I’m sure the dealer wants to sell a vehicle, so they should be willing to help.

I'm absolutely trying to take this route. The only problem so far is no one will allow me to speak with the regional rep and they are stating he is not returning their calls. Ford customer service just tells me to contact the dealer.

I have now reached out to Mike Levine on twitter and the ford vp via linked in. Otherwise the dealer has been pretty helpful agreeing to do some things at cost rather than retail such as tint and bed liner.

I would hope Ford would take events like this seriously rather than have a customer with one of their most expensive vehicles with a bad story behind it.

I will say this. The responses here are greatly appreciated and are helping me stay calm in this process. So thank you.

 

[smurfslayer]

You’re handling this setback well, for sure. Let’s keep it in perspective:

You have your health, you are in a good position to get an undamaged truck, and soon and it sounds like your customer / dealer relationship is good.

You said nobody “will allow you to speak”. double ewe tee eff is that?
You’re the guy about to dunk almost $70k on a 450 hp off road capable truck, and you can spend this money with the current dealer or not. There is no “allow”, there’s who is going to join you on the call and what is going to get done to resolve the delivery of your asset. True it was damaged in shipping but you don’t have a business relationship with the shipping company, you have a pending transaction with the dealer and they from Ford. The shipping company or entity is completely irrelevant to that discussion. Mistakes and accidents happen, we all get that. It’s what gets done to resolve the mistakes and accidents that truly defines a company.

On the other hand...

“Top, I was hauling the MRE’s from the chow hall and some doofus in a Prius cut us off, all the MRE’s fell off the truck. My bad.”

or

“Top, I apologize for being late. Some doofus in a Prius cut us off and the MRE’s fell out of the deuce. We had to stop traffic, police up all the MREs and get to you ASAP. All the MREs are present.”

which above scenario would result in extra P/T until retirement? Which would be viewed as a successful outcome?

I’ve never ordered a vehicle, my Raptor came from dealer stock but -their- order got delayed too. You however were given a date and bad $hit happened. I would get the dealer staff in a meeting, I would do this in person, to see who is needed to facilitate you getting a truck at or close to your option point most rickety tick tock. Once the action plan is settled on, get the required peeps from Ford, F/P or both on the phone to discuss making that action plan happen.

It’s got to be frustrating. Hang in there and firmly advocate on your behalf. With determination and the right attitude you will unf*ck this conundrum properly.