Joined
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20 Posts
Hi All,
I'm writing this in hopes this will draw some attention to Ford's problems with Transit launch and more importantly their nonexistent customer service! Our story started in early July of 2014 where we decided to go with the Ford Transit as our new family vehicle. This was a decision we made after a month of reviewing the Mercedes Spinter and Nissan NV options. We were at that time in a position of need (and still are) due to the birth of our newborn child in June and having outgrown our 2006 Honda Odyssey Touring. We also needed to find a vehicle that could accommodate our two handicap boys that will both be soon wheelchair bound due to the horrible Duchennes Muscular Dystrophy disease. Once we were told we could have a Transit built in 6-8 weeks we decided to go with what we thought was the best choice at the time.
Our problems started as soon as we built our Transit online thru the online build application. We submitted the build after selecting out local dealer. We waited over a week and never heard from the dealer even though the email we received said we would hear from a sales representative within three business days. I called to find out they never received anything. I submitted it again and again nothing. The third time I sent it to my email and forwarded it to them myself.
We then continued to work with them to get some questions answered on the seating removability, wiring, flooring, dual battery, and heavy duty alternator options. We wanted to make sure we were ordering the best options for the mobility conversion. After getting no where with the delear on some of these questions and having them tell me that Ford corporate isn't able to answer them I decided to call the customer service hotline myself. After two weeks of talking to several people in customer service I was told the details of these options weren't available. I should of took my money elsewhere at this time but I reached out thru this forum and to dealers across the US to get my questions answered. After sorting thru this for two more weeks I asked my dealer to start the order.
Thinking we were past the major problems at this time I soon realized it wasn't even close to being over! As soon as they entered the details from the build email I sent them from the corporate build application I found out that the leather seating option wasn't available on the 12 passenger wagon xlt model even though I was able to build this and submit it. I then posted this on this forum to find out someone had seen this at a show on the exact same van. At this time I thought my local dealer didn't know what they were doing so I contacted a dealer from Fort Wayne Indiana. I was told by them that that option was available and they didn't know what they were doing. I decided to move my business. Oh were my problems just starting!
This new dealer calls me the same day to tell me that they were wrong about the leather seats. At this point we were so drained by the process we just had them order it with the dark cloth hoping this would last with the kids. Three days later I was told that it wouldnt be 6-8 weeks it would be closer to 12 weeks.
Two weeks before the 12 weeks delivery we called to check the status since we didnt receive a VIN like we were told we would. Our salesperson called them to find out that it wasn't going to make the date and they didn't know when it would be started for they were waiting on parts. We were completely shocked by this for we had surely thought it would of been done before the holidays and we just are so tired of spending the money driving two vehicles everywhere.
We received word in early December that our Transit was started and was due the week of 12/22. Well that date is past and we are still waiting for a answer. Our dealer says it is done but just missed the train and won't ship until shutdown is over on 1/5/15. The corporate regional customer service manager, Summer, called yesterday to tell me they were sorry and further suggested that they don't know when it will be done and isnt sure where the dealer got their information. I asked to speak to her Supervisor which just called to tell me the same thing and when I asked why I am getting different information from the dealer he suggested that they don't represent Ford and are independent. We are so upset and confused by all of this! How can Ford not know when we are going to get our vehicle and why are they not standing behind their dealer? Any suggestions on how to resolve this would be great!
I can tell you that I have worked for Ford in the past, designing their automated assembly equipment, and this situation would leave us with 10k+/hour in penalties on some of their launches. How can this double standard exist? I find this disheartening and a complete letdown. Please help me spread this word and lets hope they wake up soon for the sake of the domestic automotive industry!
I'm writing this in hopes this will draw some attention to Ford's problems with Transit launch and more importantly their nonexistent customer service! Our story started in early July of 2014 where we decided to go with the Ford Transit as our new family vehicle. This was a decision we made after a month of reviewing the Mercedes Spinter and Nissan NV options. We were at that time in a position of need (and still are) due to the birth of our newborn child in June and having outgrown our 2006 Honda Odyssey Touring. We also needed to find a vehicle that could accommodate our two handicap boys that will both be soon wheelchair bound due to the horrible Duchennes Muscular Dystrophy disease. Once we were told we could have a Transit built in 6-8 weeks we decided to go with what we thought was the best choice at the time.
Our problems started as soon as we built our Transit online thru the online build application. We submitted the build after selecting out local dealer. We waited over a week and never heard from the dealer even though the email we received said we would hear from a sales representative within three business days. I called to find out they never received anything. I submitted it again and again nothing. The third time I sent it to my email and forwarded it to them myself.
We then continued to work with them to get some questions answered on the seating removability, wiring, flooring, dual battery, and heavy duty alternator options. We wanted to make sure we were ordering the best options for the mobility conversion. After getting no where with the delear on some of these questions and having them tell me that Ford corporate isn't able to answer them I decided to call the customer service hotline myself. After two weeks of talking to several people in customer service I was told the details of these options weren't available. I should of took my money elsewhere at this time but I reached out thru this forum and to dealers across the US to get my questions answered. After sorting thru this for two more weeks I asked my dealer to start the order.
Thinking we were past the major problems at this time I soon realized it wasn't even close to being over! As soon as they entered the details from the build email I sent them from the corporate build application I found out that the leather seating option wasn't available on the 12 passenger wagon xlt model even though I was able to build this and submit it. I then posted this on this forum to find out someone had seen this at a show on the exact same van. At this time I thought my local dealer didn't know what they were doing so I contacted a dealer from Fort Wayne Indiana. I was told by them that that option was available and they didn't know what they were doing. I decided to move my business. Oh were my problems just starting!
This new dealer calls me the same day to tell me that they were wrong about the leather seats. At this point we were so drained by the process we just had them order it with the dark cloth hoping this would last with the kids. Three days later I was told that it wouldnt be 6-8 weeks it would be closer to 12 weeks.
Two weeks before the 12 weeks delivery we called to check the status since we didnt receive a VIN like we were told we would. Our salesperson called them to find out that it wasn't going to make the date and they didn't know when it would be started for they were waiting on parts. We were completely shocked by this for we had surely thought it would of been done before the holidays and we just are so tired of spending the money driving two vehicles everywhere.
We received word in early December that our Transit was started and was due the week of 12/22. Well that date is past and we are still waiting for a answer. Our dealer says it is done but just missed the train and won't ship until shutdown is over on 1/5/15. The corporate regional customer service manager, Summer, called yesterday to tell me they were sorry and further suggested that they don't know when it will be done and isnt sure where the dealer got their information. I asked to speak to her Supervisor which just called to tell me the same thing and when I asked why I am getting different information from the dealer he suggested that they don't represent Ford and are independent. We are so upset and confused by all of this! How can Ford not know when we are going to get our vehicle and why are they not standing behind their dealer? Any suggestions on how to resolve this would be great!
I can tell you that I have worked for Ford in the past, designing their automated assembly equipment, and this situation would leave us with 10k+/hour in penalties on some of their launches. How can this double standard exist? I find this disheartening and a complete letdown. Please help me spread this word and lets hope they wake up soon for the sake of the domestic automotive industry!
