My Order suddenly doesn’t exist - Oct 9 Hybrid

[Bodageta]

I ordered an xlt hybrid Oct 9,2021 with Fayetteville Ford in Georgia. I received an order confirmation same day by email from Ford. I also received a March 2022 email apologizing for constraints on my order. Last week I had the dealer change my color from silver to white. Today June 20,2022 I called Ford at 1-800-392-3673 to check status. They told me they have no record of my order. I provided the order code and sales code. They told me to call my dealer who said all hybrids had been canceled and he was sorry but it was because I ordered a hybrid. I’ve called Ford two more times. They say hybrids are not cancelled and they should have a record if I had ever had an order even if it was cancelled. Ford says they can’t elevate it for investigation etc as there is no order to investigate. I told them I could show evidence from the Ford emails. My dealer says I can order when the my 2023s open in August. So I’ve waisted 8 or 9 months. I’m not happy and I don’t know what went wrong. I had called Ford and chatted online in the past but possibly with the marketing dept (different contact phone number I think). So my question is has this happened to anyone else? @timbartz @fordvideoguy any ideas? I don’t know what I can do. My dealer is not willing to help. I gave my drivers license and followed up with Ford and received a confirmation email so I don’t think it’s ROVP or whatever it’s called.

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[Bodageta]

 

[Cannedtunafishisgood]

I would move on and never look at ford again. Not much you can do at this point.

 

[olderbudwiser]

I ordered an xlt hybrid Oct 9,2021 with Fayetteville Ford in Georgia. I received an order confirmation same day by email from Ford. I also received a March 2022 email apologizing for constraints on my order. Last week I had the dealer change my color from silver to white. Today June 20,2022 I called Ford at 1-800-392-3673 to check status. They told me they have no record of my order. I provided the order code and sales code. They told me to call my dealer who said all hybrids had been canceled and he was sorry but it was because I ordered a hybrid. I’ve called Ford two more times. They say hybrids are not cancelled and they should have a record if I had ever had an order even if it was cancelled. Ford says they can’t elevate it for investigation etc as there is no order to investigate. I told them I could show evidence from the Ford emails. My dealer says I can order when the my 2023s open in August. So I’ve waisted 8 or 9 months. I’m not happy and I don’t know what went wrong. I had called Ford and chatted online in the past but possibly with the marketing dept (different contact phone number I think). So my question is has this happened to anyone else? @timbartz any ideas? I don’t know what I can do. My dealer is not willing to help. I gave my drivers license and followed up with Ford and received a confirmation email so I don’t think it’s ROVP or whatever it’s called.

Sorry to say but the color change may be the culprit. Dealer my have fat fingered something. Poof gone.

Sorry to read this. Even though i have lot of constraints I refuse to change anything. It should not have been a problem but.....

 

[James D]

Here is CEO Jim Farley's email: [email protected]
You are just as important as any customer ready to give him money. I am sure his assistant can resurrect your order with one phone call.

 

[RR - All the way]

Cannedtunafishisgood. I have read several of your responses. I think you need to start making sure that your tuna consumption consists of albacore tuna only. It contains lower levels of mercury to prevent harm to brain and body........

 

[Bodageta]

FYI, Ford Corporate put me on hold and called my dealer but that did no good.

 

[Bodageta]

Also, Ford said that if the dealer cancelled the order that should still have a record of the order and be able to see it was cancelled but they can find no record it ever existed???

 

[JBnorthTX]

Your dealer said all hybrids have been canceled. That's not true, so my guess is they are covering up something they did wrong. I don't get why there is no record of your order, though. Obviously, you would never have received the emails from Ford without an order.

 

[Bodageta]

I opened a Twitter account to complain to Ford. I’m looking for an email address to write a letter. I don’t know what else to do. I’ve watched this forum and YouTube videos so much I can’t believe it’s ending like this.

 

[huunvubu]

My guess is that the dealer didn't get the ROVP verified by the Nov 15, 2021 deadline.

 

[Bodageta]

Your dealer said all hybrids have been canceled. That's not true, so my guess is they are covering up something they did wrong. I don't get why there is no record of your order, though. Obviously, you would never have received the emails from Ford without an order.

Agree it sounds like the dealer is covering up something but more weird that Ford has no record.

 

[Bodageta]

My guess is that the dealer didn't get the ROVP verified by the Nov 15, 2021 deadline.

That’s a plausible guess but that’s why I contacted Ford multiple times I. The last and asked that question but I never know if they are giving a predefined response or actually checking my order. I asked today if the ROVP thing might be the reason but they said they had no record so couldn’t tell me. I don’t know if the dealer is at fault or Ford but someone made an error.

 

[ITSATRUCK]

Weird. . .never change a thing. Hope you figure it out.

 

[RR - All the way]

Why did Ford send you the confirmation email if there was never an order??? Why did they send you an email about constraints if there was never an order? How did they know you had constraints??? Keep at it. There is an answer somewhere.! ROVP never submitted or submitted too late. You have not yet gotten a sensible answer from Ford.

If you have to, put your questions in writing and mail to Ford customer service with a signature required by someone that they received it.

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