"@Ford Motor Company" MTC Participant; MTC Member Feedback

[SVTRIDE]

Curious about @Ford Motor Company MTC member. I’ve been on many Ford product forums eg: Focus RS, Ford Truck Enthusiasts FTE (SuperDuty and Maverick), Mustang Shelbys (350 and 500), Ford GT and have never seen the level of forum interaction as with MTC member @Ford Motor Company who, I take, is a direct OE representative (?). As I am a new Maverick owner (~ 1 month) and relatively short time MTC member, in that short time, I have noticed frequent postings by FMC requesting VIN and dealer info.

This posting is more befitting to those MTC members that have posted issues with their Maverick and have had @Ford Motor Company request VIN and Dealer info in what, I am assuming, is a tacit offering to get involved with a member’s posted vehicle issue.
Here’s the question: Have MTC members noticed issue resolution (perhaps quicker), or feedback from their servicing dealers, that FMC had already reached out to the dealer with advance inquire to the MTC member’s vehicle issue?
Note: The recent spate of reported post firmware update issues is frustrating for me as a new owner to read.

I think it’s great that an OE regularly interacts on a product's forum. As a long time Ford shareholder, I feel better about Ford being actively involved with their customer base. Just curious if that involvement is making a measurable difference.

Perhaps @Ford Motor Company can elaborate a bit more on your involvement / scope wrt repping the OE?
What do you do with requested VIN and Dealer info?
Are you with FCSD, PD, Marketing?
Are you a Ford contractor for that gathers feedback for Ford in general?

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[710-oil-614]

They won't because it's just an AI bot meant to make you feel good. Nobody has benefitted by providing their dealer and vin# to @Ford Motor Company account.

 

[SVTRIDE]

They won't because it's just an AI bot meant to make you feel good. Nobody has benefitted by providing their dealer and vin# to @Ford Motor Company account.

AI involvement never occurred to me but the hallmarks are now more apparent to me as postings are very similarly formatted.

 

[Hot Runr Guy]

AI involvement never occurred to me but the hallmarks are now more apparent to me as postings are very similarly formatted.

There was a thread on this a while back, but I can't seem to find it. Most users reported being referred back to their dealer for assistance.

HRG

 

[colinl]

I don't think it's a bot. It's a person who is an employee of the marketing customer service group that you will get if you call the 800 number or initiate a chat on Ford's main site.

They can help you exactly as much as calling marketing customer service which ranges from a lot regarding order detailed status (they know if your order was previewed, or if it's sitting in a rail yard), but they can't do jack squat if you're having problems with a dealership because dealerships are independently owned and not actually part of Ford Motor Company.

I do not know why they bother asking to help people because I agree that they have little to no ability to actually help.

 

[710-oil-614]

I do not know why they bother asking to help people because I agree that they have little to no ability to actually help.

Two reasons really:

1. To give off the appearance that they are customer service focused, listening to their customers, and making an effort to right the wrong.
2. More importantly - to take the customer complaint away from a public forum.
   1. "Oh man I've got the attention of Ford corporate, things will be better..."
   2. They ask you to provide some information (VIN# / dealership) like they are going to help you. This greatly increases the chance that the individual complaining on a public forum will delay or stop their complaint about the Ford vehicle.

I dealt with @Ford Motor Company for issues I had with my Bronco and they were totally useless. They open up a "case #" for you that is in no way related to your dealer or anything they are doing on their end and have absolutely zero influence on the outcome of your issues.

 

[colinl]

Two reasons really:

1. To give off the appearance that they are customer service focused, listening to their customers, and making an effort to right the wrong.
2. More importantly - to take the customer complaint away from a public forum.
   1. "Oh man I've got the attention of Ford corporate, things will be better..."
   2. They ask you to provide some information (VIN# / dealership) like they are going to help you. This greatly increases the chance that the individual complaining on a public forum will delay or stop their complaint about the Ford vehicle.

there definitely have been quite a few people initially excited to get the response, and then a few -who after finding the assistance to be of no value - post here about it expressing surprise that the official Ford help didn't make any difference.

I can think of one person in particular who opened a thread somewhat like this, except the purpose was to angrily inform MTC that the Ford account here does not meaningfully help with any warranty, pricing or other dealer-related issue.

 

[710-oil-614]

there definitely have been quite a few people initially excited to get the response, and then a few -who after finding the assistance to be of no value - post here about it expressing surprise that the official Ford help didn't make any difference.

I can think of one person in particular who opened a thread somewhat like this, except the purpose was to angrily inform MTC that the Ford account here does not meaningfully help with any warranty, pricing or other dealer-related issue.

Definitely have been some folks (like me!) who show their displeasure for getting the run around from the account but I'd say more times than not they are successful in stemming the original complaint, and then by no effort of their own, the issue gets resolved at the dealer and it looks resolved and they did good things.

 

[SLINGSHOT]

The account is the offspring of the Tooth Fairy and the Easter Bunny.

 

[MavDan]

@Ford Motor Company King of Empty Gestures.

 

[TomD]

Curious about @Ford Motor Company MTC member. I’ve been on many Ford product forums eg: Focus RS, Ford Truck Enthusiasts FTE (SuperDuty and Maverick), Mustang Shelbys (350 and 500), Ford GT and have never seen the level of forum interaction as with MTC member @Ford Motor Company who, I take, is a direct OE representative (?). As I am a new Maverick owner (~ 1 month) and relatively short time MTC member, in that short time, I have noticed frequent postings by FMC requesting VIN and dealer info.

This posting is more befitting to those MTC members that have posted issues with their Maverick and have had @Ford Motor Company request VIN and Dealer info in what, I am assuming, is a tacit offering to get involved with a member’s posted vehicle issue.
Here’s the question: Have MTC members noticed issue resolution (perhaps quicker), or feedback from their servicing dealers, that FMC had already reached out to the dealer with advance inquire to the MTC member’s vehicle issue?
Note: The recent spate of reported post firmware update issues is frustrating for me as a new owner to read.

I think it’s great that an OE regularly interacts on a product's forum. As a long time Ford shareholder, I feel better about Ford being actively involved with their customer base. Just curious if that involvement is making a measurable difference.

Perhaps @Ford Motor Company can elaborate a bit more on your involvement / scope wrt repping the OE?
What do you do with requested VIN and Dealer info?
Are you with FCSD, PD, Marketing?
Are you a Ford contractor for that gathers feedback for Ford in general?

For what it’s worth before I bought my Maverick a year ago I sent a message through Facebook messenger. I was complaining about how dealers were essentially scalping Mavericks. The price scam etc. The person who responded appeared to be a human.
The response was just lip service as the shenanigans are still going on. I got the Farley pull the pants up and “we’re gonna straighten this out” response.
Anyway if you’re mad as hell and not going to take it anymore Messenger might be a method of shaking the tree.

 

[vinnymac]

They won't because it's just an AI bot meant to make you feel good. Nobody has benefitted by providing their dealer and vin# to @Ford Motor Company account.

Well if a AI answered my call I was lucky the AI bot and screaming baby ( in the background)must have been a AI baby bot which there was no help with my issue

 

[710-oil-614]

Well if a AI answered my call I was lucky the AI bot and screaming baby ( in the background)must have been a AI baby bot which there was no help with my issue

How did the @Ford Motor Company account call you? Fascinating!

 

[PapaRico]

@Ford Motor Company is ominously silent thus far. Wonder if they are changing the bot baby diaper?

 

[Bwicka]

Most marketing( outside help and event promo) companies for the manufacturers are outside (contractors) that monitor and provide basic reference service to the corporates using 1099 employees on call with the contractor .a lot of these same companies do the promotion of what appear to be factory displays at off road races, nascar events, Nhra , off road expo ……..
These groups go around the USA with info gathering iPads , get your info , run promotions, do info gathering for vehicle giveaways , set up websites and gather info and feedback , promote at public and civic events with ford displays ……answer questions(if they can) and gather info . But mainly burn contract hours and interaction time and info to get the next multi , multi million dollar contract to do it again next year with another group of temp contract employees .
Part of the big ad wheel of money.
I’ve talked to a few of the traveling people they change up places all around the country and a few others work remotely compiling info for said contract company.

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