Good Conversation with Ford about Maverick Order

[CSmith]

I usually use Ford Chat to inquire about my two truck orders. I've given them the order number and dealer number and they tell me that my order, both of them, are still in "order processing". Takes a while to get a rep and not very forthcoming with info - but they answered my specific question albeit with the answer I didn't want!

Today I couldn't get Ford Chat to open so I called Ford. Pretty much a night and day difference in the conversation and information shared. For one, they picked up quickly. Even though both my orders are still in "order processing" (sigh...), the rep volunteered more info about both my orders. She gave me the exact date my order was received in the system and that both were accepted at the factory with a completed ROVP.

She also gave me insight into some of the process that I wanted to share with you MTC ladies and gents. Some of you may know this but others, like me, probably don't.

She could "see" that components were being added to each of my orders. She made sure I understood that at the dealership we see a "package" (Lux, FX4, etc.) but that each package had a number of components (makes sense) that are allocated to/reserved for the order over time. She said that her view did not distinguish which package each component was a part of. She did not provide a component count but she did say that my first order, which I told her had a couple of constrained items (Lux, CP360) in addition to FX4 also had more components allocated than my other order with just the FX4 package (which also makes sense). That did not mean my Lux would be built first but only that more components were allocated. She did say that everything was moving forward as expected with no show stoppers other than constraints and recommended I check back with the dealer every couple of weeks to check on order progress.

That's the most information I've received about my order! Chat isn't bad but those peeps are trying to churn thru the queue, quickly. The phone call is definitely a better option which I will use in the future.

More information is always better and takes some of the sting out of the wait.

Icing on the cake - I also got a $100 e-gift certificate to use on accessories!

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[TheSEARCH]

When did you places your orders? it seems to me a 8 month time frame from order to receive,. At least that is my hope.

 

[Cannedtunafishisgood]

When did you places your orders? it seems to me a 8 month time frame from order to receive,. At least that is my hope.

Well hopes are one thing, reality another..

 

[CSmith]

When did you places your orders? it seems to me a 8 month time frame from order to receive,. At least that is my hope.

Both in January - 7th (constrained) and 21st from two different dealers. I don't expect to see them until September if they get built this model year.

 

[Dawgonit]

My reality was 8 months to get a vin. My hope is that I wont get pushed back anymore making me getting it around 11 months from order.

 

[CoryDallas8123]

Welp, seems the squeaky wheel gets the grease is true with Ford and delayed Mav orders. Only those who call get these gift certificates. I’ve only used the chat twice to check my build date. Seems I’ll be calling tomorrow to try and get this fabled gift certificate.

 

[MiBoMa]

When did you places your orders? it seems to me a 8 month time frame from order to receive,. At least that is my hope.

Confirmed order Oct 23 (8 months today). Build week (version 4) Aug. 15.

 

[TheSEARCH]

Well the OP was Early January so September would seem about right. I see some here are well over 8 months. That stinks. My "guess" is the more chips you asked for meaning Lux Package or 360 the longer the delay. That is the way it seems to me anyway reading this forum a lot. Yes some exceptions to the chip thing i mention . Well come this August 15th i will be in the same waiting game you all are in already. My hope is 8 months meaning May 2023. No Lux or 360 for me just a base XLT Hybrid with 3 option slide rear window full size spare and tow hitch. Will see how that works out for me.

 

[Meintc]

Welp, seems the squeaky wheel gets the grease is true with Ford and delayed Mav orders. Only those who call get these gift certificates. I’ve only used the chat twice to check my build date. Seems I’ll be calling tomorrow to try and get this fabled gift certificate.

I've called 2 or 3 times and no gift card for me

 

[Decayed]

I've called 2 or 3 times and no gift card for me

Same here. I even wrote a letter. Ford hates me.

 

[Automate]

I usually use Ford Chat to inquire about my two truck orders. I've given them the order number and dealer number and they tell me that my order, both of them, are still in "order processing". Takes a while to get a rep and not very forthcoming with info - but they answered my specific question albeit with the answer I didn't want!

Today I couldn't get Ford Chat to open so I called Ford. Pretty much a night and day difference in the conversation and information shared. For one, they picked up quickly. Even though both my orders are still in "order processing" (sigh...), the rep volunteered more info about both my orders. She gave me the exact date my order was received in the system and that both were accepted at the factory with a completed ROVP.

She also gave me insight into some of the process that I wanted to share with you MTC ladies and gents. Some of you may know this but others, like me, probably don't.

She could "see" that components were being added to each of my orders. She made sure I understood that at the dealership we see a "package" (Lux, FX4, etc.) but that each package had a number of components (makes sense) that are allocated to/reserved for the order over time. She said that her view did not distinguish which package each component was a part of. She did not provide a component count but she did say that my first order, which I told her had a couple of constrained items (Lux, CP360) in addition to FX4 also had more components allocated than my other order with just the FX4 package (which also makes sense). That did not mean my Lux would be built first but only that more components were allocated. She did say that everything was moving forward as expected with no show stoppers other than constraints and recommended I check back with the dealer every couple of weeks to check on order progress.

That's the most information I've received about my order! Chat isn't bad but those peeps are trying to churn thru the queue, quickly. The phone call is definitely a better option which I will use in the future.

More information is always better and takes some of the sting out of the wait.

Icing on the cake - I also got a $100 e-gift certificate to use on accessories!

What priority are your orders? If you are not priority 2 the factory is not even looking at your order. Since you don't have a VIN yet, I question whether Ford is really "allocating" components to your build. I could see them comparing what your vehicle requires versus what parts are coming in the supply chain. With just-in-time manufacturing you don't want to allocate parts to a specific build too early since a lot of things could change before it's actually built.

 

[MichaelG]

I usually use Ford Chat to inquire about my two truck orders. I've given them the order number and dealer number and they tell me that my order, both of them, are still in "order processing". Takes a while to get a rep and not very forthcoming with info - but they answered my specific question albeit with the answer I didn't want!

Today I couldn't get Ford Chat to open so I called Ford. Pretty much a night and day difference in the conversation and information shared. For one, they picked up quickly. Even though both my orders are still in "order processing" (sigh...), the rep volunteered more info about both my orders. She gave me the exact date my order was received in the system and that both were accepted at the factory with a completed ROVP.

She also gave me insight into some of the process that I wanted to share with you MTC ladies and gents. Some of you may know this but others, like me, probably don't.

She could "see" that components were being added to each of my orders. She made sure I understood that at the dealership we see a "package" (Lux, FX4, etc.) but that each package had a number of components (makes sense) that are allocated to/reserved for the order over time. She said that her view did not distinguish which package each component was a part of. She did not provide a component count but she did say that my first order, which I told her had a couple of constrained items (Lux, CP360) in addition to FX4 also had more components allocated than my other order with just the FX4 package (which also makes sense). That did not mean my Lux would be built first but only that more components were allocated. She did say that everything was moving forward as expected with no show stoppers other than constraints and recommended I check back with the dealer every couple of weeks to check on order progress.

That's the most information I've received about my order! Chat isn't bad but those peeps are trying to churn thru the queue, quickly. The phone call is definitely a better option which I will use in the future.

More information is always better and takes some of the sting out of the wait.

Icing on the cake - I also got a $100 e-gift certificate to use on accessories!

I called Ford yesterday. I asked about the build status, priority and if there is a ROVP. The rep could only provide build status and priority. He said that I would have to contact the dealer for the ROVP status.

I don't know why all the phone reps. can't give you the same amount of information regarding your ROVP status. I will keep calling, maybe I will get lucky and get a competent phone rep.

Still priority 19.

 

[Bburg]

When did you places your orders? it seems to me a 8 month time frame from order to receive,. At least that is my hope.

No, for Hybrids it's been almost a year.

 

[Jakb]

I called Ford yesterday. I asked about the build status, priority and if there is a ROVP. The rep could only provide build status and priority. He said that I would have to contact the dealer for the ROVP status.

I don't know why all the phone reps. can't give you the same amount of information regarding your ROVP status. I will keep calling, maybe I will get lucky and get a competent phone rep.

Still priority 19.

What is likely is that there is no/bad training.

Anyone who has worked or operated a phone center knows there should be a matrix of actions, guidelines and QA.

Not specifically flow script but at least some basic guidance. Being that the responses are all over the board, it points to disorganization and lack of planning.

This makes sense really as prior to 2 years ago, they probably never got phone calls. Orders were delivered quickly and constraints weren't a thing. The phone center probably was mostly sales, basic answers and generic instructions.

 

[skadizzle]

I usually use Ford Chat to inquire about my two truck orders. I've given them the order number and dealer number and they tell me that my order, both of them, are still in "order processing". Takes a while to get a rep and not very forthcoming with info - but they answered my specific question albeit with the answer I didn't want!

Today I couldn't get Ford Chat to open so I called Ford. Pretty much a night and day difference in the conversation and information shared. For one, they picked up quickly. Even though both my orders are still in "order processing" (sigh...), the rep volunteered more info about both my orders. She gave me the exact date my order was received in the system and that both were accepted at the factory with a completed ROVP.

She also gave me insight into some of the process that I wanted to share with you MTC ladies and gents. Some of you may know this but others, like me, probably don't.

She could "see" that components were being added to each of my orders. She made sure I understood that at the dealership we see a "package" (Lux, FX4, etc.) but that each package had a number of components (makes sense) that are allocated to/reserved for the order over time. She said that her view did not distinguish which package each component was a part of. She did not provide a component count but she did say that my first order, which I told her had a couple of constrained items (Lux, CP360) in addition to FX4 also had more components allocated than my other order with just the FX4 package (which also makes sense). That did not mean my Lux would be built first but only that more components were allocated. She did say that everything was moving forward as expected with no show stoppers other than constraints and recommended I check back with the dealer every couple of weeks to check on order progress.

That's the most information I've received about my order! Chat isn't bad but those peeps are trying to churn thru the queue, quickly. The phone call is definitely a better option which I will use in the future.

More information is always better and takes some of the sting out of the wait.

Icing on the cake - I also got a $100 e-gift certificate to use on accessories!

I've tried over the phone and I've tried in the chat and even specifically asked about the gift card, but never got one. They told me to call Marketing, but I haven't yet. Is that the number you called? Did you ask about it or they just offered it?

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