New Scheduling Emails system -- will now be sent once vehicle gets a scheduled build day

[bill67]

@Ford Motor Company

Wow, how inept can the Marketing staff be? I have heard no one complain about getting too many emails. The complaints have all been that not enough information is forthcoming.

Put the emails back the way they were, give us access to track our orders on the web, and provide more information not less. Some of us need to make plans to get rid of an older vehicle or find ways to make it limp along until we get our new Maverick; having some visibility helps us make decisions.

Who does this make it easier on the customer or ford?

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[MinnMavGuy]

So given the change in communicating, Ford advised me last week that there had been "a change" to my order on March 21 and to call back later for details.

So this week I call to check on that and see if I have at least a VIN. I was told there were no changes made March 21.

Ford's communication cluster#$%@! continues.

And despite @Ford Motor Company's pledge of better communications, whoever posts as a company rep here has yet to even acknowledge a week-old email.

 

[theway-yay-ting]

Hey all, I created a poll here so we can create a nice consolidated view for @Ford Motor Company . Please add your vote! https://www.mavericktruckclub.com/f...-communication-preferences.12766/#post-255561

 

[RebellaE]

So are we going to do a "I called/chatted with Ford and got scheduled" thread on Thursdays? It could start off with the phone number and instructions on how to get to the chat...

I am going to chat with Ford every Thursday from no on, for so many reasons, but pettily using Ford resources in revenge for them eliminating a cheap instance of contact is gaining in importance.

I am normally a very sane and forgiving person, but this new system is an active, intentional step away form good customer service. Up until now, I could write Ford's terrible communication off as an older manufacturer that hadn't kept up with the times. But now I know Ford is actively taking steps to make my experience worse.

@Ford Motor Company

P.S. - if you don't want to send out VIN emails when they are assigned, maybe just start showing our Mavericks in the Orders section of our Ford accounts? That way we can know the order is fully correct in the system??????

 

[psklenar]

So you don't feel like you're a Ford customer at all?

No, in all honesty, you could call us a "Ford Customer" only indirectly.

My deposit check was made out to my dealer, not Ford Motor Company. I don't think anyone on here who made a deposit paid Ford directly ... they wrote those checks to their dealers.

It's been explained over and over that if I cancel my order, even before a VIN has been assigned, Ford will still eventually produce the truck and deliver it - to the dealer.

If I continue to wait for my truck, I'll make out the check to my dealer, not to Ford Motor Company. And I DO fully intend to wait for my Maverick ... unless I get a call that my Rivian has been built ... but that's not expected until the end of 2023 or early 2024. That sounds very silly to say, but given that I am unwilling to remove any of the luxury options from my Maverick order ... at this point I almost have to wonder which will be ready for me first.

pat----

 

[theway-yay-ting]

I am normally a very sane and forgiving person, but this new system is an active, intentional step away form good customer service. Up until now, I could write Ford's terrible communication off as an older manufacturer that hadn't kept up with the times. But now I know Ford is actively taking steps to make my experience worse.

Please be sure to vote in the poll - the best we can do is show them the vast majority of folks prefer multiple emails, and a set of poll results is much easier to digest than them reading through our 9+ pages of frustration.

 

[Captain]

Hello All Current and Future Maverick Customers
We fully recognize there is a lot of interest and excitement about the Maverick. We are here to answer your questions and be as transparent with you as possible about any confusion in the ordering, scheduling, and production process. Rest-assured, our goal is to build as many Mavericks as we can and satisfy as many new Maverick customers as possible given global supply chain challenges. Thank you for your interest in Maverick and your patience during this process. Our goal is to build as many Mavericks as we can so you can get out there and enjoy the 2022 North American Truck of the Year!

Should have built LUX packages First In and First Out.... totally not fair, certainly not transparent.

 

[Goose839]

Hello All Current and Future Maverick Customers
We fully recognize there is a lot of interest and excitement about the Maverick. We are here to answer your questions and be as transparent with you as possible about any confusion in the ordering, scheduling, and production process. Rest-assured, our goal is to build as many Mavericks as we can and satisfy as many new Maverick customers as possible given global supply chain challenges. Thank you for your interest in Maverick and your patience during this process. Our goal is to build as many Mavericks as we can so you can get out there and enjoy the 2022 North American Truck of the Year!

Thank you for this communication. Any communication is welcome. We understand that things change based on lots of different reasons, some of which are out of Ford's control. What is most difficult to deal with is the lack of communication and just being in the dark without any sense of what is going to happen and when. So to that point, it's discouraging to hear that the "build week" email is going away and we won't know until the "build day" email arrives about a week or two ahead of build day. The earlier we are kept in the loop the better.

On the other hand, it IS encouraging to hear that the less constrained orders are getting built so hopefully taking the 360 package off my XL Hybrid will help get mine built in 22. But it would sure be nice to have an idea what's happening as far ahead as possible so we can make budgetary and logistical plans.

Thanks for listening.

 

[FirstFord]

@Ford Motor Company

Bad move. I see a few people here saying they were frustrated by changing build weeks, but the solution to that is not less communication.
And as others here have noted, you've now created a situation in which your phone and chat support will be regularly inundated with inquiries and your dealers will be overwhelmed with calls.
That's shifting the problem, and not in a good way.
Best solution is to make Maverick retail orders visible on the My Orders feature of My Ford web page. Failing that...more emails.

 

[Kelli]

@FordMotorCompany

Your post in this forum basically was a waste of time to type.

Please correct your system to give us information. If it's a delay--we won't like it, but at least we will know. If it's scheduling and ran out of a part so rescheduling--still not wonderful, but progress to a point. Found a problem just before shipping and holding to fix--I'd rather have a vehicle that doesn't need to go directly into the shop so I'll wait. At least I would know WHY I'm waiting. An email stating getting pushed to a 2023. Good info to know and depending on any other information you decide to tell me may influence whether or not I'd keep my order. Yet, we will both know where we stand.

Mr. Farley you like that we place orders and that we buy. However, your company is down right shameful when it comes to communicating. You can only say it's a chip shortage for so long when several of the items aren't even chips and can be put on vehicles locally. If that's the only or main hold up on a vehicle, make deals with the dealerships/vendors to get the items added on when they arrive and get the vehicles out to your customers. We are ALL getting tired of this runaround.

 

[Backyard-Dawg]

@Ford Motor Company I would be fine with a VIN Date and then an email when the build day is scheduled. Or even a VIN date and then radio silence. At least with the VIN I know I am getting built and can track it myself when it gets changed around. Now it sounds like I can have a VIN but won't be told until it has a build day scheduled. Not very helpful, especially if we are trying to time selling our current vehicle ourselves rather than trade in.

 

[2pmader]

I heard from the Maverick Brand Manager and found out that they changed when the scheduling emails are sent.

Old system: You received an email as soon as your vehicle received a VIN and scheduled build week. As well as an email if the build week changed or was moved.

New system: You receive an email once your vehicle gets a scheduled build day. Which probably happens about 1-2 weeks out from your build day. Ford was finding that because orders were moving around, they wanted to avoid inundating customers with vehicle scheduled emails. So you may have a build week and vin and not know it until it gets a "Schedule to Day" status.

I voiced my feedback (as a order holder myself) to him. Feel free to tag @FordMotorCompany and voice your opinion. Only way things change is with feedback.

Updated with latest video:

Thanks Tim for keeping us updated. This new procedure it seems would now send out emails any day of the week

 

[Champ]

Every time you're send a build date email it is a real date, but as your date gets closer and supplies don't show up as planned then your date gets moved.

Let us all know if your lame attempt to act as an unsolicited apologist for the corporate missteps in this awful rollout by Ford, to pretend that we, the actual customers, play any important role in their strange, illogical thinking, helps gets you your Maverick sooner than everyone else! Then we will all praise FMC for their magnanimous gesture consisting of instructing a computer to send meaningless E Mails that may or may not have useful information! Good Luck!

 

[Captain]

No, in all honesty, you could call us a "Ford Customer" only indirectly.

My deposit check was made out to my dealer, not Ford Motor Company. I don't think anyone on here who made a deposit paid Ford directly ... they wrote those checks to their dealers.

It's been explained over and over that if I cancel my order, even before a VIN has been assigned, Ford will still eventually produce the truck and deliver it - to the dealer.

If I continue to wait for my truck, I'll make out the check to my dealer, not to Ford Motor Company. And I DO fully intend to wait for my Maverick ... unless I get a call that my Rivian has been built ... but that's not expected until the end of 2023 or early 2024. That sounds very silly to say, but given that I am unwilling to remove any of the luxury options from my Maverick order ... at this point I almost have to wonder which will be ready for me first.

pat----

Bullcrap.. FORD takes all our money.. through legal representative.. You can't buy a Ford from Amazon... and you you know Amazon has better communication.

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