Is FORD customer service always this bad?

[OmgWeAreGettingOne]

So I called the main ford customer service line today for the first time after asking at the dealer. I was trying to see if they could get me any additional information on the delivery date of the maverick. It has been sitting in Wayne MI for the last 3 weeks with an expected dealer delivery date of 5/2 to 5/15. Last status update was 5/1.
Anyways the rep I got was less than helpful and initially didn’t know what a maverick was. Finally gave me the same info as the pizza tracker and said there was nothing else they could do. Could hear the lack of any desire to help on the phone. Maybe I got one bad agent but I wanted to ask if this is typical of calls?? I just am glad it isn’t anything major I am calling on but makes me worry as to the level of support

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[commadorebob]

Dealer would have better info on delivery if it is already on rail. Ford's CSRs just don't have access to that information.

 

[dalola]

I called 4 times during my order period, each time the CS person was pleasant, helpful, and generally seemed engaged in what they were doing.

So, based on my experience, your experience is not typical.....but it's a small sample size, so.....

 

[Grumpa]

I called 4 times during my order period, each time the CS person was pleasant, helpful, and generally seemed engaged in what they were doing.

So, based on my experience, your experience is not typical.....but it's a small sample size, so.....

Communication overall is dreadful! Ford marketing folks are very pleasant but have little or no info. Ford SUX!!!! With all the orders they have they don't give a damn!

 

[dalola]

Communication overall is dreadful! Ford marketing folks are very pleasant but have little or no info. Ford SUX!!!! With all the orders they have they don't give a damn!

So happy you felt compelled to share that with me!

 

[Bear]

Customer service and even my sales person only knows what is presented to them on a screen. My Maverick was also sitting in Wayne and they had no information on when it will be delivered to the dealership. Is it there fault they couldn't provide me with real time information....No! They only know what is presented to them.

 

[robbyrob]

So I called the main ford customer service line today for the first time after asking at the dealer. I was trying to see if they could get me any additional information on the delivery date of the maverick. It has been sitting in Wayne MI for the last 3 weeks with an expected dealer delivery date of 5/2 to 5/15. Last status update was 5/1.
Anyways the rep I got was less than helpful and initially didn’t know what a maverick was. Finally gave me the same info as the pizza tracker and said there was nothing else they could do. Could hear the lack of any desire to help on the phone. Maybe I got one bad agent but I wanted to ask if this is typical of calls?? I just am glad it isn’t anything major I am calling on but makes me worry as to the level of support

. Maybe I got one bad agent
thats true with ANY call to customer service As soon as you even get a hint that this is going to go no where HANG UP collect yourself and re-call
I actually found out what truck company had my maverick and the Ford customer service rep put me on hold and CALLED THE TRUCK COMPANY and came back to me with details regarding the delivery I pick my Maverick up tomorrow 5/19

 

[Timothyd]

So I called the main ford customer service line today for the first time after asking at the dealer. I was trying to see if they could get me any additional information on the delivery date of the maverick. It has been sitting in Wayne MI for the last 3 weeks with an expected dealer delivery date of 5/2 to 5/15. Last status update was 5/1.
Anyways the rep I got was less than helpful and initially didn’t know what a maverick was. Finally gave me the same info as the pizza tracker and said there was nothing else they could do. Could hear the lack of any desire to help on the phone. Maybe I got one bad agent but I wanted to ask if this is typical of calls?? I just am glad it isn’t anything major I am calling on but makes me worry as to the level of support

I had good luck with Customer Service and they were helpful and pleasant. I didn't expect miracles so there's that

 

[OmgWeAreGettingOne]

Thanks. Maybe it was just the one I got. Maybe a newbie. Nice to hear it is not a common occurrence so thanks

 

[OmgWeAreGettingOne]

. Maybe I got one bad agent
thats true with ANY call to customer service As soon as you even get a hint that this is going to go no where HANG UP collect yourself and re-call
I actually found out what truck company had my maverick and the Ford customer service rep put me on hold and CALLED THE TRUCK COMPANY and came back to me with details regarding the delivery I pick my Maverick up tomorrow 5/19

Wow. That is service and I love your truck. Mine is the silver and I cannot wait. You and the other person who replied both had good experiences so guess it was just a one off. Thanks again

 

[bc22]

I called Ford Marketing to see if my order was going to be built. The guy was pleasant but didn't know anything. He did however sign me up for a virtual tour of my non-existent truck so now I get calls from them about that. It's sort of insulting tbh since I am probably not getting scheduled so no, I don't want to take a virtual tour of my non-existent truck.

 

[paneubert]

I still stand by my claim that using the "chat" instead of calling gets better results (and the ability to receive a copy of everything that was "said" to your email).

If you use a super nicely worded template, they treat you nice. When I was waiting for my 2022 model year, I used to chat each Friday. For months and months and months. This is my template.

1. Hello (Insert name of chat agent here)! Hope you are having a good day so far.

Wait for them to reply with something like "Yes, today is going well, thanks for asking".

2. I would like to check on/confirm my Maverick (order status/build week/ build day/shipping info/etc.... here). My dealership tries hard to help with this, but they are having trouble finding the info for me. (this is a lie, but makes the excuse for why you are chatting with them and makes it so they can't tell you to check with your dealership). Thank you!

Immediately hit them with the following info in this format before they can even say anything to what you typed in number 2.

3. VIN: (If you have it).
Order Number: xxxxxx
Dealer Code: xxxxxxx

They will say something like "please give me a few minutes to pull up your order".

4. Sure, take your time. No problem.

They will then come back and give you whatever you asked for. Has never failed me.

 

[rlhdweman]

Hmmm, guy didn't know what a Maverick was, maybe you got the guy who delivers lunch to the salesmen on the phone.

 

[GreenLady]

So happy you felt compelled to share that with me!

BTW I thought the House behind your truck looked pretty cool so I clicked on your website to find it is a rental cabin. Very nice and I thought if was great you have your Maverick in the 360 tour!

 

[Cmcbee]

So I called the main ford customer service line today for the first time after asking at the dealer. I was trying to see if they could get me any additional information on the delivery date of the maverick. It has been sitting in Wayne MI for the last 3 weeks with an expected dealer delivery date of 5/2 to 5/15. Last status update was 5/1.
Anyways the rep I got was less than helpful and initially didn’t know what a maverick was. Finally gave me the same info as the pizza tracker and said there was nothing else they could do. Could hear the lack of any desire to help on the phone. Maybe I got one bad agent but I wanted to ask if this is typical of calls?? I just am glad it isn’t anything major I am calling on but makes me worry as to the level of support

At least your dealer talks to you. Any time I have gone in they act like it’s an inconvenience to even talk to me. Ordered in September 22 and not once have they reached out to me about my order. Their response is always “ you will know something before we will “.

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