8 Months Wasted, no ROVP on my order

[CursedFrogurt]

So I placed an order for an Ecoboost XLT w/Lux back in October. I've called my dealer and the Ford customer service line on a few occasions to check my status but it's stuck in "Order Processing" for the last 8 months. Each time my Dealer or the Ford CS rep assured me my order was good and I was simply waiting on parts.

However, today I decided to call Ford and check-in. I had an extremely knowledgeable and helpful rep who combed through my order and informed me I did not have the ROVP/COVP completed. None of the previous Ford reps I talked to every brought this to my attention. The rep was very apologetic and nice, and even sent me a $100 gift card for my waiting troubles. I immediately called my dealer who let my call go to voicemail. After leaving a message, they called my several hours later and we discussed the ROVP issue. My dealer ASSURED me that everything was fine with my order but they would check anyways. Well, lo and behold, it seems it was not done correctly. The sales manager I spoke to was nice, but at this point it is too little too late.

The good part of this is that I was having some serious doubts about going with the ecoboost. We recently got my wife a hybrid Escape and we absolutely love driving it, so I think come August I'll be putting in an order for an XLT Hybrid with CP360 (and going through another dealer!). So use this as a cautionary tale. Don't be like me and assume everything with your order is fine. I should have heeded the warning I read on this forum earlier and done my due-diligence.

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[Landric]

Wow, that sucks.

ROVP was a new thing for the Maverick (apparently) for dealers and I can't help but think Ford themselves are primarily to blame for this problem. Why would they have a system that allows their own reps to see the order and it appears to be okay but in reality it will never be selected for scheduling due to the ROVP not being done correctly? How hard would it have been to have the system flag orders that don't have the ROVP approved?

 

[CursedFrogurt]

Wow, that sucks.

ROVP was a new thing for the Maverick (apparently) for dealers and I can't help but think Ford themselves are primarily to blame for this problem. Why would they have a system that allows their own reps to see the order and it appears to be okay but in reality it will never be selected for scheduling due to the ROVP not being done correctly? How hard would it have been to have the system flag orders that don't have the ROVP approved?

I come from an IT and software development background and while getting disparate systems to talk to each other is never easy, like you mention the margin for error is extremely high in this workflow. It really does seem like Ford and the dealer network need to work together to better streamline the process and training.

 

[RR - All the way]

You are probably doing the wise thing; just move on to another dealer. However, this dealer did mess up. If you had received your EB, you could have turned it over and had more for your down payment on the 23MY hybrid. I would consider giving him another chance on the hybrid at three percent less than MSRP or selling at 22MY prices. Whichever is most beneficial to you.

 

[pnorwood54]

same here, even took off copilot to speed it up.
looks a trip to Iowa next year.

 

[KevCuRaoi]

Wow, that sucks.

ROVP was a new thing for the Maverick (apparently) for dealers and I can't help but think Ford themselves are primarily to blame for this problem. Why would they have a system that allows their own reps to see the order and it appears to be okay but in reality it will never be selected for scheduling due to the ROVP not being done correctly? How hard would it have been to have the system flag orders that don't have the ROVP approved?

Yes, ROVP was new. A similar system existed for certain rebates earlier, but it was new for ROVP/COVP to be required for all retail orders.

But the dealership doesn't really have an excuse. Dealerships were notified over and over again that ROVP was necessary. Our reps emailed orders that needed attention. And summaries off approved/pending ROVPs. Someone at the dealership knew....but it was not communicated to the correct person.

 

[Maverickblues]

So I placed an order for an Ecoboost XLT w/Lux back in October. I've called my dealer and the Ford customer service line on a few occasions to check my status but it's stuck in "Order Processing" for the last 8 months. Each time my Dealer or the Ford CS rep assured me my order was good and I was simply waiting on parts.

However, today I decided to call Ford and check-in. I had an extremely knowledgeable and helpful rep who combed through my order and informed me I did not have the ROVP/COVP completed. None of the previous Ford reps I talked to every brought this to my attention. The rep was very apologetic and nice, and even sent me a $100 gift card for my waiting troubles. I immediately called my dealer who let my call go to voicemail. After leaving a message, they called my several hours later and we discussed the ROVP issue. My dealer ASSURED me that everything was fine with my order but they would check anyways. Well, lo and behold, it seems it was not done correctly. The sales manager I spoke to was nice, but at this point it is too little too late.

The good part of this is that I was having some serious doubts about going with the ecoboost. We recently got my wife a hybrid Escape and we absolutely love driving it, so I think come August I'll be putting in an order for an XLT Hybrid with CP360 (and going through another dealer!). So use this as a cautionary tale. Don't be like me and assume everything with your order is fine. I should have heeded the warning I read on this forum earlier and done my due-diligence.

That is truly awful. My dealer did not instill confidence when I ordered. I never have gotten even 1 email from ford in the last 5 months since I ordered. So on Easter Sunday I went in and they showed me on their computer the order was approved by Ford and my priority number was 19 at that time. It's now 10. I never would have known for sure if I didn't get them to do that. Pretty sad that I had to go to that extreme. Wow, hope it goes better for you the next time!

 

[Landric]

Yes, ROVP was new. A similar system existed for certain rebates earlier, but it was new for ROVP/COVP to be required for all retail orders.

But the dealership doesn't really have an excuse. Dealerships were notified over and over again that ROVP was necessary. Our reps emailed orders that needed attention. And summaries off approved/pending ROVPs. Someone at the dealership knew....but it was not communicated to the correct person.

I absolutely do not absolve the dealership of all blame, they should have done better. However, this problem could have been resolved easily if Ford's system would flag orders placed without an approved ROVP. Seriously, why wouldn't you do that, especially with a new system?

 

[KevCuRaoi]

I absolutely do not absolve the dealership of all blame, they should have done better. However, this problem could have been resolved easily if Ford's system would flag orders placed without an approved ROVP. Seriously, why wouldn't you do that, especially with a new system?

I agree. I expect many do have access to that.... But obviously not the people customers are talking to at the CRC!

 

[baseballchamps]

I absolutely do not absolve the dealership of all blame, they should have done better. However, this problem could have been resolved easily if Ford's system would flag orde rs placed without an approved ROVP. Seriously, why wouldn't you do that, especially with a new system?

Ford is ultimately responsible and should make good on the purchase. Using the dealer's error is a complete cop-out. They have strong controls over the dealers who would not excist without them. I would send an email to the head of customer service and ask them to make good on your purchase. ([email protected]) Good Luck!

 

[projectvortex]

I come from an IT and software development background and while getting disparate systems to talk to each other is never easy, like you mention the margin for error is extremely high in this workflow. It really does seem like Ford and the dealer network need to work together to better streamline the process and training.

Now that's the understatement of the century.

 

[Hdang1980]

This is what I assumed happened to the user @Bodageta

 

[NJBob]

Unbelievable I called yesterday and was told my order is in processing. Now you don't even know if that means your order is good. Don't mind waiting but after waiting over 6 months to find out ypur order is no good is BS. Someone needs to get fired! Dec Lariat order. Come on Ford this has to be embarrassing.

 

[Landric]

Unbelievable I called yesterday and was told my order is in processing. Now you don't even know if that means your order is good. Don't mind waiting but after waiting over 6 months to find out ypur order is no good is BS. Someone needs to get fired! Dec Lariat order. Come on Ford this has to be embarrassing.

Other than trying to play the allocation lottery the other reason I ordered from two dealers nowhere near where I live was because I knew they both understood how to successfully enter an order (Long McArthur and Granger). My local dealer says they did it right but I was not willing to bet the farm on it. Right now my order with my local dealer is still "Processing" (confirmed today through Ford Customer Service, I check about once a month). However, clearly "Processing" doesn't mean that ROVP is done and Ford will actually consider an order for production. I don't even bother to check on the Long McArthur and Granger orders, I know they did them right.

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