[Covid van de Mic]

I don't think the plan/expectation is to get anything useful from the number (at least anyone who has called most tech support lines will understand!) but to overwhelm the Ford department to make sure FMC understands retail customers are strongly interested in getting their vans built.

 

[Arwen]

I don't think the plan/expectation is to get anything useful from the number (at least anyone who has called most tech support lines will understand!) but to overwhelm the Ford department to make sure FMC understands retail customers are strongly interested in getting their vans built.

Then I definitely did my part, as I surely made my desire to get my Transit built known in no uncertain terms.

 

[wildercore]

I mostly received vague and general responses that ranged from "I don't know" to "Your dealer is able to see more information". When I asked why some people are getting emails and some aren't...I was told that the reason some people did not receive order confirmation emails was likely that the dealer did not enter the customer's email address correctly. In terms of the delay emails, she said she thought it may be that only people who have older orders are getting them. I think I saw a number of comments from people who received the delay email saying they placed their order 5 months ago so maybe she is right. Though she did admit that she was not provided any information regarding the delay emails, what they said, or how to interpret them. She indicated that my order does not say it was cancelled so there is no reason to think it won't get built.

 

[Covid van de Mic]

And for those who are Priority 02 with Ed, see this note on Blue Oval from a previous(?)-insider.

If Transit's have their Priority set the same way, for those with an 02, it's gonna be likes Jules at the end of Pulp Fiction ...

 

[IamHimeros]

Same as the rest of the responses. Super nice lady, who could provide no details.

 

[wildercore]

Same as the rest of the responses. Super nice lady, who could provide no details.

I wonder if it was the same person I talked to she was very nice and seemed to really want to be helpful. She even had a sense of humor. At the end of the call, she asked if I had any more questions that she could answer vaguely.

 

[quarksmom]

Well I got transferred multiple times and then dropped before I finally spoke to someone. She was polite but of no use in terms of knowing anything. Talk to your dealer - done that they know nothing either. Frustrating.

 

[AlexG]

Same here. Gave them the order number and dealer name: order of your 2022 Transit is in process. The lady acknowledged that the order has been accepted and better info is obtained through the dealer. She did not have visibility of the priority number.

 

[codyutah]

I called and gave the lady the info she asked for. She said to give her a couple minutes. She came back on the line and said there system is down now and I should call back in an hour or so.

 

[Vanimallover]

Just called in (4:18 pm CDT). Same experience as codyutah. She said the system was currently down and that I could call back in about 2 hours, call back tomorrow, or call my dealer.

 

[MrCash]

I just called ~5:30 pm EST, was on hold for ~5 minutes, and then they told me that their system was down and to call back in about 2 hrs. They said they are open until 8:00 pm EST. To be continued.......

 

[LumberJeff]

I mostly received vague and general responses that ranged from "I don't know" to "Your dealer is able to see more information". When I asked why some people are getting emails and some aren't...I was told that the reason some people did not receive order confirmation emails was likely that the dealer did not enter the customer's email address correctly. In terms of the delay emails, she said she thought it may be that only people who have older orders are getting them. I think I saw a number of comments from people who received the delay email saying they placed their order 5 months ago so maybe she is right. Though she did admit that she was not provided any information regarding the delay emails, what they said, or how to interpret them. She indicated that my order does not say it was cancelled so there is no reason to think it won't get built.

My order was placed in October with a confirmation email & I have not received the aforementioned email.

 

[warreng24]

I just called in and got the same as what has been previously reported. They can see my confirmed order in the system, but it has not bee scheduled. They said to reach out to my dealer, who can give better insight into the order status.

 

[MrCash]

Here's a summary of my call. The representative was very helpful considering that I know they don't have all of the info that I wanted (the old "don't shoot the messenger" applies here):

1. I received an email saying that there have been some delays in getting my order scheduled for production. Could you elaborate on what is causing the delay? Is it certain options that I have selected? When can I expect my vehicle to be built? Do you have an estimated ETA? Ford sent this as a courtesy because I was experiencing a longer than average delay. He did not have visibility to what parts are causing the delay, and said that "the dealer can see the manufacturing side" as far as the hold-ups and "I only see the customer side" [which I question how much visibility the dealers have when CVM doesn't know, and if the dealers were so informed, why isn't Ford having the dealers communicate to their customers?]. He said they do not have a good timeline or ETA (they did 2-3 years ago but no longer do with the current situation).
2. [If no definitive time estimate to Question 1, which I expect] Will I still be receiving a 2022 model year build? At this point I should be able to get a 2022 model year. He confirmed that the order window was closed for 2022's and that the 2023 window should open around early September 2022. What happens if you terminate 2022 production and my van is not yet built? He used the example of what happened with the Mach E when they couldn't make all of the 2021 orders. He said that they "automatically rolled over" to a 2022 and that the dealer worked with the customers to work through any options that changed/dropped. He also said that the person in this situation would get priority over new 2023 orders and that the "dealer can explain" (referenced priority codes). [I question some of this because I thought that priority codes are only prioritizing within that dealer as far as what they want built first, but perhaps this is how they do it and they work with their regional reps on this]. Will I receive a 2023 model at the same price, and would those like me receive priority over those who are putting in a 2023 order and did not have a 2022 order? I didn't get a lot of specificity here, but kind of a passing mention of things like private offers, but basically sounds like they try to work with you on that.
3. I understand that you just institute a mid-year price increase. For my model it seems like it would be around $800. Are you raising the price to my dealer, or are you honoring the price at the time that I ordered, which means I could expect them to honor the same price for me when I go to take delivery? He pointed to the Mach E and said that many dealers did raise what they charged when MSRP went up, but that my signed agreement would be a good "leverage tool" and then he reminded me that Ford does not sell to the customer, but the dealer does. He said he can't answer about what the dealer will pay (i.e. are they going to pay more for my October order at delivery than if it were built before the price increase).

My van update: "Still in order processing", "shouldn't be too much longer before it's scheduled" [but no definitive timing or even an estimate]

 

[livinthe208life]

I didn't get anywhere either. I did confirm with my dealer that if I'm still waiting when the 2023 banks open he'd be putting in another order, just incase my 2022 order isn't filled. Hopefully it doesn't come to that. He was still confident my van would get built, but said all predictability is out the window right now. He said he'd be looking into the manufacturing bulletins to see if any of the options on my van were noted.

 

[Purplehayes84]

Where do we find our order number and priority code?

 

[Covid van de Mic]

I wouldn't be surprised if their well meaning (even if most people here think it is long overdue) attempt at communicating to the retail customers of their dealers results in them pulling back from any further communications.

I'm sure they'll figure it out eventually, but probably not in time for the folks here who are waiting for their vans.

 

[Racerb]

Where do we find our order number and priority code?

the preview that was shown to you by your dealer when he built out your order and had you sign it stating this is what you want and how much it cost . In the top left corner was a dealer selected 4 digit "order" code . the dealer also selected a priority of between 10 and 19. When the order is previewed by Ford it will get a new priority. If you didnot keep a copy of the preview order you will need to see your dealer for a copy.

 

[coguzzi]

He used the example of what happened with the Mach E when they couldn't make all of the 2021 orders. He said that they "automatically rolled over" to a 2022 and that the dealer worked with the customers to work through any options that changed/dropped. He also said that the person in this situation would get priority over new 2023 orders

i think here he is telling you what you want to hear, but maybe they DID roll over mach e customers (this i do not know). but since i, and there are many others here, are ones who had our 21 orders cancelled/balanced out. they did NOT just roll us over into a 22, and we DID NOT receive priority. dealer claims they attached highest priority number they could, but has proven to be meaningless honestly. dealer told me they would honor 21 base price ($1200 difference) but ford claims to offer $1500 for cancelled 21 orders.

NOW, i have pretty much zero confidence in my 22 getting actually built as well, so i am foreseeing having to order for a 3rd year in a row to get a 23. you better believe i will be arguing that a 23 is still the 21 base price.

I am patient and understanding that we are in a really tough time right now, much worse than anyone ever imagined. this whole thing really is beyond Fords control. that said, if they really want to go more direct to customer order system, they are not doing a very good launch

 

[livinthe208life]

Thank you for your patience, Xxxxx. The vehicle order status shows it it In Order Processing. Order Processing means the order has been entered into the Ford Ordering System. It will then be scheduled and placed in the first available production week. There is not ETA when it will go into production. Once you get your VIN along with the vehicle order number you can go here for up to date information on your order.
Robert
at 13:27, Mar 22:

https://shop.ford.com/vehicleordertracking

Xxxxx
at 13:27, Mar 22:
It's been over 180 days since I ordered.
Xxxxx
at 13:28, Mar 22:
Can nobody at Ford help me understand the specifics behind what is delaying the build?
Robert
at 13:29, Mar 22:
Certain vehicle lines are being impacted by the global semiconductor shortage, including F-150, Super Duty, Edge, Expedition, and Bronco Sport.

Some customers may have ordered retail units that are impacted by this shortage, and we are unable to provide a reliable, more detailed ETA on their vehicles.

The Covid-19 Global Pandemic has impacted the entire supply base and, in particular, has severely impacted micro-chip availability.
Xxxxx
at 13:29, Mar 22:
I know it's at priority 02 and is a clean, unscheduled build. It's been in that state since December and hasn't moved forward. There must be something that's holding it up. I'm just wanting to know what that is.
Robert
at 13:29, Mar 22:
We apologize for the delay, and we are presently exploring every opportunity to increase production and accelerate the delivery of your vehicle.

We will provide updated information to customers and dealers as it is available. Please stay in touch with your dealer for more information and updates on the status of your order over the next several weeks.
Robert
at 13:30, Mar 22:
I will be happy to forward your feedback and concerns up to Ford.
Xxxxx
at 13:30, Mar 22:
My dealer says he has no more insight or communication from Ford than I'm receiving.
Xxxxx
at 13:30, Mar 22:
I know you don't have accountability or insight, and I appreciate you're in a tough spot.
Robert
at 13:31, Mar 22:
I will most definitely forward your concerns up to Ford. I do not have ETA when someone will reach out to you. Is there anything else I can assist with you today?
Xxxxx
at 13:31, Mar 22:
However, if Ford is going to take the time to send me an email 180 days after ordering to tell me that my order is delayed, that's really a terrible customer experience.
Xxxxx
at 13:32, Mar 22:
Somebody must know what's specifically delayed. It would be great, as a customer, to have insight into that.
Xxxxx
at 13:33, Mar 22:
Think of this from the perspective of building a home. What would you do and how would you feel if the builder just kept saying "I have no ETA on date of completion and I can't tell you what's causing the delay."
Xxxxx
at 13:34, Mar 22:
That would be absurd. The builder knows what's behind the delay, and so does Ford. They should do better at communicating to either their dealers or the customers who ordered.
Xxxxx
at 13:34, Mar 22:
If Ford wants to move to a custom order model instead of a "buy off the lot" model, they have a long ways to go from where they are at.
Robert
at 13:35, Mar 22:
I will most definitely forward all this information up to Ford and you can also reach out to the Marketing Department if you feel your selected dealership is not giving you enough information on your order.
Robert
at 13:35, Mar 22:
Marketing Program Headquarters at 1-800-334-4375, Hours are 8:30 a.m. - 5:30 p.m. EST (Monday-Friday).
Xxxxx
at 13:35, Mar 22:
Please communicate up that this is a terrible customer experience. People understand and appreciate that there is an unprecedented global economic situation, but Fords response is insufficient.
Robert
at 13:36, Mar 22:
I will definitely do that for you today. Is there anything else I can assist with you today?
Xxxxx
at 13:36, Mar 22:
Will do. Thank you and have a good day. I appreciate your willingness to listen, and I know you have no control over the situation. I have no qualms with you. Take care.
Xxxxx
at 13:36, Mar 22:
Nope. Thank you.
Robert
at 13:37, Mar 22:
Thank you for contacting Ford Motor Company. At the end of this chat, there will be a survey that appears regarding your experience with my performance today. We appreciate any feedback you may have. Have a great day!