damaged in transit beyond repair

[Raptizzle]

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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I'm with on this.

Some people don't want to hear the honest truth at times and this is one of those times.

My family has been a ford dealer for 95 years and I'm certain that I would be offered the same exact resolution as the op has been presented with.

Take the expedited build and it'll be worth it in the end. They can't just pull a truck from someone else.

 

[bstoner59]

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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My wife was a dealer rep for Chrysler for quite sometime. I have been privy to conversations and overheard conference calls. I guarantee you no executive at any car company gives two ***** about this. The first reaction is "who is this guy and how does he have my email?", then he sends it to the dealers rep to talk with the dealer and the customer.

Your engine blowing up is an issue with the car. Ford should do whatever they can to get that car replaced. I bet if this engine blew after the car was bought and titled it would be a different story. The truck being damaged in transit isn't Fords fault. It hasn't been sold yet. No one is out anything because he didn't have anything. You were out a car that you paid for so they needed to get you a replacement ASAP. See the difference?

Not sure you know this but it's pretty difficult to get Raptors right now. You have dealers in CA buying trucks over sticker from dealers in the East. No one wants to let allocation go. Dealer reps can get on the phone and do their best but dealers don't have to help other dealers out and there is nothing that one dealer could offer another to give up a Raptor. Obviously the rep has had it with this situation because they aren't calling back. Maybe he should slow his roll and get the rep on his side. That's his best bet on getting a truck from another dealer, not some VP of supply chain or sales. Not their deal.

But hey, what do I know...


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---------- Post added at 08:14 AM ---------- Previous post was at 08:04 AM ----------

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.

The truck getting damaged are outside the dealer or the manufacturers control. They couldn't be held liable for the delivery not making it. Ford did everything within their power of getting the truck delivered in time. Shipping company screwed up. The shipping company is contracted by Ford to deliver to the dealer. Dealer didn't take possession of the truck so they have nothing to do with it. 3 separate entities. Good luck trying to put blame on anyone but the shipping company. Before you even go down the legal route, you have to have damages. There are no damages. Ford would rather give the deposit back and leave him without a truck order if they were threatened with some punk lawsuit like this.


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---------- Post added at 08:23 AM ---------- Previous post was at 08:14 AM ----------

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.

Ford did nothing wrong. The trucks on dealer lots are not Ford's. The dealer has possession of them and doesn't need to give any up. The only thing Ford can do is expedite an order for you.

So if you haven't already, make sure they have put your replacement order in. Instead of bothering the rep and wasting time calling executives just ask, in the nicest way possible, if the rep and dealer can help get your order to the top of the list.

Constant phone calls asking for things that are outside the realm of possibility are going to be largely ignored. Give them something they can say yes to and go for that. Maybe send the rep a bottle of booze and apologize for the dealer blowing their phone up.


I know it sounds strange, but dealers reps have a little more in their plate than one truck being damaged in transit. I get it's a big deal to you, but in the scheme of things, there's a lot more pressing issues. Especially when the dealer, rep or Ford have zero responsibility in this issue


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---------- Post added at 08:25 AM ---------- Previous post was at 08:23 AM ----------

I'm with on this.



Some people don't want to hear the honest truth at times and this is one of those times.



My family has been a ford dealer for 95 years and I'm certain that I would be offered the same exact resolution as the op has been presented with.



Take the expedited build and it'll be worth it in the end. They can't just pull a truck from someone else.

I bet the dealer in Costs Mesa has an incoming build, with heated steering wheel, that they might be willing to divert






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[df4801]

I think bstoner59's post above is the last post you need on this subject. Great post.
(but I think I'd still ask for a #1 slot on a 2018)

Either way, you are going to wait

 

[dmercer3]

My wife was a dealer rep for Chrysler for quite sometime. I have been privy to conversations and overheard conference calls. I guarantee you no executive at any car company gives two ***** about this. The first reaction is "who is this guy and how does he have my email?", then he sends it to the dealers rep to talk with the dealer and the customer.

Your engine blowing up is an issue with the car. Ford should do whatever they can to get that car replaced. I bet if this engine blew after the car was bought and titled it would be a different story. The truck being damaged in transit isn't Fords fault. It hasn't been sold yet. No one is out anything because he didn't have anything. You were out a car that you paid for so they needed to get you a replacement ASAP. See the difference?

Not sure you know this but it's pretty difficult to get Raptors right now. You have dealers in CA buying trucks over sticker from dealers in the East. No one wants to let allocation go. Dealer reps can get on the phone and do their best but dealers don't have to help other dealers out and there is nothing that one dealer could offer another to give up a Raptor. Obviously the rep has had it with this situation because they aren't calling back. Maybe he should slow his roll and get the rep on his side. That's his best bet on getting a truck from another dealer, not some VP of supply chain or sales. Not their deal.

But hey, what do I know...


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---------- Post added at 08:14 AM ---------- Previous post was at 08:04 AM ----------





The truck getting damaged are outside the dealer or the manufacturers control. They couldn't be held liable for the delivery not making it. Ford did everything within their power of getting the truck delivered in time. Shipping company screwed up. The shipping company is contracted by Ford to deliver to the dealer. Dealer didn't take possession of the truck so they have nothing to do with it. 3 separate entities. Good luck trying to put blame on anyone but the shipping company. Before you even go down the legal route, you have to have damages. There are no damages. Ford would rather give the deposit back and leave him without a truck order if they were threatened with some punk lawsuit like this.


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---------- Post added at 08:23 AM ---------- Previous post was at 08:14 AM ----------





Ford did nothing wrong. The trucks on dealer lots are not Ford's. The dealer has possession of them and doesn't need to give any up. The only thing Ford can do is expedite an order for you.

So if you haven't already, make sure they have put your replacement order in. Instead of bothering the rep and wasting time calling executives just ask, in the nicest way possible, if the rep and dealer can help get your order to the top of the list.

Constant phone calls asking for things that are outside the realm of possibility are going to be largely ignored. Give them something they can say yes to and go for that. Maybe send the rep a bottle of booze and apologize for the dealer blowing their phone up.


I know it sounds strange, but dealers reps have a little more in their plate than one truck being damaged in transit. I get it's a big deal to you, but in the scheme of things, there's a lot more pressing issues. Especially when the dealer, rep or Ford have zero responsibility in this issue


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---------- Post added at 08:25 AM ---------- Previous post was at 08:23 AM ----------




I bet the dealer in Costs Mesa has an incoming build, with heated steering wheel, that they might be willing to divert






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I have said nothing to blame anyone so far, I have said nothing but good things about the dealer. I have said it is not the dealers fault.

I have also said the ford rep never returned the dealers phone call, nor has he spoken to me.

The only thing I have tried to do is get someone on my side, for at least information on a replacement/expedited order. I cant even get that.

Not sure where you saw any negativity from me towards the dealer or ford. I simply want some customer service and someone to talk to.

 

[dmercer3]

I am going to post the resolution here when it happens. Least I can hope for is someone benefits from all the sound experience and advice you guys have given me.

So far the linked in suggestion is paying off. A couple great guys from ford are now willing to help. I also found a built raptor yet to be delivered far far away that may be re-routed in exchange for the expedited allocation.

I am crossing my fingers and expecting nothing. Again, I blame no one for this, and I do appreciate everyone here giving their opinions and advice.

 

[iumbastu]

I am going to post the resolution here when it happens. Least I can hope for is someone benefits from all the sound experience and advice you guys have given me.

So far the linked in suggestion is paying off. A couple great guys from ford are now willing to help. I also found a built raptor yet to be delivered far far away that may be re-routed in exchange for the expedited allocation.

I am crossing my fingers and expecting nothing. Again, I blame no one for this, and I do appreciate everyone here giving their opinions and advice.

Good to hear a little nudge in the right direction could potentially benefit you. I think we all hope you receive an outcome that you're content/happy with.

 

[dmercer3]

Good to hear a little nudge in the right direction could potentially benefit you. I think we all hope you receive an outcome that you're content/happy with.

Don't worry. A good deed doesnt go unpunished lol. You will be quoted sir!

 

[Bark beetle]

If you get an expedited order in now you stand a good chance of getting your truck before those of us with early Oct builds! Right now I think a 2018 will get here before my truck does. Good luck and sorry to see you in this predicament.


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[bstoner59]

I have said nothing to blame anyone so far, I have said nothing but good things about the dealer. I have said it is not the dealers fault.

I have also said the ford rep never returned the dealers phone call, nor has he spoken to me.

The only thing I have tried to do is get someone on my side, for at least information on a replacement/expedited order. I cant even get that.

Not sure where you saw any negativity from me towards the dealer or ford. I simply want some customer service and someone to talk to.

Agreed I don't mean to make it seem like you were being negative.


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[bigcitymike]

1ftfw1rg1hfa83249

Someone found your tuck for sale and mentioned it HERE. Just figured I'd cross-post it as an FYI.


CrazyCheapCars

Did you ever get a replacement?