My Order suddenly doesn’t exist - Oct 9 Hybrid

[Kelli]

I'll say this again in this thread so future customers will remember. If you have co-signed buyer's order and a sales order with the sales code (one letter followed by five numbers on mine) and the order code below it ( one letter with two numbers and one letter on mine, usually four characters of some kind) those documents will support the email confirmation.

You can't delete hard copies or lose them in cyberspace. They'll also become your support documentation if a dealer tries to play "dumb VINCENT"

Do NOT. Repeat do NOT take your original copies in with you to the dealership!! Make a copy. If they get their hands on it and it disappears, you are definitely out of luck. PLEASE make a copy first! Also, don't wait. Going sooner is better. If they are covering their tracks and is definitely sounds plausible, then giving them extra time isn't a good thing. If you don't have luck with the dealer, you might contact an attorney. At least they could send a letter which just might help the dealership find your order. Please keep us all updated and good luck!

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[Vols44]

So true- like for like vehicle- lol - No way that's going to sell for MSRP but ok

I'm sure it won't have an OTD for MSRP. I hade to go to truecar to see three within a 250mi radius for sale and all were around 82k, but like you said those stock orders will probably have a six figure OTD price tag.

 

[Bodageta]

I can’t afford a lightning. That’s the reality.

 

[Bodageta]

Do NOT. Repeat do NOT take your original copies in with you to the dealership!! Make a copy. If they get their hands on it and it disappears, you are definitely out of luck. PLEASE make a copy first! Also, don't wait. Going sooner is better. If they are covering their tracks and is definitely sounds plausible, then giving them extra time isn't a good thing. If you don't have luck with the dealer, you might contact an attorney. At least they could send a letter which just might help the dealership find your order. Please keep us all updated and good luck!

Thanks

 

[Nw_adventure]

I can’t afford a lightning. That’s the reality.

An F150 is giant- No thanks

 

[Vols44]

Do NOT. Repeat do NOT take your original copies in with you to the dealership!! Make a copy. If they get their hands on it and it disappears, you are definitely out of luck. PLEASE make a copy first! Also, don't wait. Going sooner is better. If they are covering their tracks and is definitely sounds plausible, then giving them extra time isn't a good thing. If you don't have luck with the dealer, you might contact an attorney. At least they could send a letter which just might help the dealership find your order. Please keep us all updated and good luck!

Take pics of them on your phone. If the dealer plays "dumb VINCENT" you let the pics speak a thousand words.

My thought final thought is the OP's sales manager doesn't care about the Ford's 75% dealer order name match policy. The MTC related thread on that topic is here: https://www.mavericktruckclub.com/f...ching-policy-on-dealers-bulletin-added.15386/

 

[Bodageta]

Ford somehow has no record of the order ( said it would still show up as cancelled if cancelled) so it probably won’t be a knock on the dealer related to any name match policy. The no record of order is what’s so weird when ford has been corresponding by email. Plus Ford will not look into the issue.

 

[Mabcim]

I have a signed preview order with a sales code and order code and price. There is only one line for a customer signature and they made me sign it. I do not have their signature. I agree with what you say. I just trusted them then. I didn’t ask them to sign. I ordered with the x plan and they said all prices for the x plan are set by ford and they aren’t allowed to change them so no need to worry about pricing surprises etc.

The paper you have probably doesn’t have the correct order code. When I left my dealership, mine had a temporary one.
I know this because I had them mock up pricing on Bronco Sport as well, all the sheets had the same temp order code. The first time I called Ford, they could tell things didn’t line up; I believe they saw one of the Bronco Sport ones. So looked up the real order code for me. That tells me the real order code get assigned when the order is actually put in; at least at my dealership. The sales code is unique to the dealership, so that would be correct on your sheet.
Maybe that is why they can’t find you; incorrect order code. Try calling and saying you don’t have the order code, and maybe they can find that.

 

[Deleted member 14823]

Ford somehow has no record of the order ( said it would still show up as cancelled if cancelled) so it probably won’t be a knock on the dealer related to any name match policy. The no record of order is what’s so weird when ford has been corresponding by email. Plus Ford will not look into the issue.

Maybe someone already asked this, but when you changed the color a few weeks ago did you get any kind of record information about that? I'm assuming an order had to exist in the first place for the dealer to request a change to it. Or is that when the dealer told you that there was no record of the original order?

I also agree with others that said you should use your emails from Ford as proof that you exist in their system. They can look you up by name. They outsource some of their support so please don't take the last person's word as final, call them back and speak to someone else. I'm assuming you called Ford Marketing's Maverick Team at 1-800-334-4375. If you didn't, then try that number.

 

[Deleted member 6544]

It's time to buy a Lightening. Laird Noller in Kansas has one for MSRP. They only want $80,154. The last five of the VIN is: 00164. Here's the full window sticker: https://www.windowsticker.forddirect.com/windowsticker.pdf?vin=1FT6W1EV5NWG00164

Mods delete this post if you feel it's off topic.

Are you being funny? You want the OP to spend approx. $50,000 more for a truck? AND probably have the same trouble with ordering, constraints etc.??
It's not off topic it's off the wall.

 

[pigsareus]

The SR you talked with just looks at records in the database. It's possible that when they went to change the color that the order number got changed to something else, you can call back and ask the SR if they can do a search by email address (since you got the EMs from them) and/or name. It's also possible that there is some weird software problem that when they issued the change for color that the record instead got deleted accidentally. Sometimes it can be an actual delete of the record or it could be that they did not delete it but instead they marked it with some status (I.e. 'not active') so that when they do the search the software looks for active record(s) with your order numbers but does not return it to the SR. They also likely have reports they can run that show records that were deleted/marked as 'not active' and can search for yours. There are typically audit trails associated with DBs so if you can sort of isolate a time frame from when you were able to find it until you weren't they can look at that and figure out where your record was made inactive or deleted..and why. usually there is a 'reason code' associated with the deleting of a record. It's in some database somewhere, unless everyone is trying to cover things up they should be able to tell you. If they have to get the IT department involved then that's how it has to be. It could just be a software bug - they might have added a suffix to your order number when they did the change and now your order number is not found because now instead of order 12345 it is 12345A so when they search for 12345 ...it isn't there..but it is there instead as 12345A. Keep at it - don't let them off the hook they can do the work on this .

 

[DeeZee]

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.....

My dealer advised me or not change a thing on my order because of this issue.

 

[olderbudwiser]

My dealer advised me or not change a thing on my order because of this issue.

Yes, have not heard of this previously but my last trip into dealer. GM told me leave it alone. May take longer but you will get what you ordered.

 

[JoeTime]

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.

Did you put money down of it? Go ahead, on here, and name the sales rep from the dealer, who lied to you.

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