Ford Customer Relations Center no longer giving RR position

[Lou'sBluMav]

Just called Ford Customer Relations Center and the very nice lady said they no longer can provide the progress position of the Railcar during the shipment
REAL BUMMER!

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[onetequilatwo]

From the Administrator in the above Trackers menu
"
If you are going by rail, it’s more complicated…

First you will need the rail car letters and numbers. It is on the visibility report or DORA which is from the dealership. You MAY be able to get it from the SVT people but they seem often in a cranky mood and may tell you to get it from the dealer.

There are two major rail companies.

CSX is everything east of the mississippi
UP is everything west of the mississippi

But they all start out on CSX so once they have it in their system they will follow it all the way.

So, how do you track your truck on a railcar?

First and most important. Never talk to live personnel at the railroad! Only use automated phone system. If it attempts to transfer you to a live person please hang up. The railcar information we are provided by is given as a courtesy and if we call live personnel we may lose the access and ability to track.

CSX
1. Call the CSX 1-800-235-2352
2. When prompted for location or weight, press "1" on your phone for location.
3. When prompted for the car initials, say CN (or whatever initials you have) then wait for the next prompt.
4. When prompted for the car number, say 907048 (or whatever your number is)
5. When prompted for next car say DONE.
6. That's it; enjoy your updated status report.

Union Pacific
1. Call UP at 1 800 877-5123 1 800 877-5123
2. Follow phone prompts for Trace
3. Say the railcar number complete and clearly. Example CN123456 all together
4. Listen for your update

NS Norfolk Southern
1. Call 800-635-5768
2. Press 2.
3. Press 2.
4. Enter the letters on the numeric keypad then press #. As in: TTGX will be 8849
5. Enter the numbers then press #. It wasn't taking my voice prompts but typing worked. "

 

[Lou'sBluMav]

I am well aware of the info on the RR tracking in this site. However, my sales mgr does not seem to have visibilty on the railcar # on VINview, and none of the posted images of VINview on the FMC site show that it is visible. So unless there are some additional steps I can advise him to take to get me the #, I am stymied! (My railcar was yesterday at the Gateway Yard in E. St. Louis to be eventually unloaded at the Dixiana Yard in SC.) Please note also that the people on Ford payroll, answering the phone at their home PCs, have been told NOT to give out the railcar # because the RR personnel have complained to Ford that they have been abused by FMC members who call in and do not follow the instructions to hang up if they reach a real person instead of using the automated system.

 

[pa-outdoorsman]

It's always a few bad apples who ruin it for the rest of us...

 

[Bamajim]

Just got off phone with customer service. I was told my truck is in Arizona waiting to be switched to another train to continue it's Eastbound trip

 

[Lou'sBluMav]

Just called Ford Marketing Center #. After several times the line going dead, got thru and this time the nice lady offered to put me on hold and "go to a different tool", saying that I was now in "Southern Illinois" with the same ETA, assuaging my concern that it was stuck at the large Gateway Yard. I might have just had a lazy contact at the CRC earlier.

 

[onetequilatwo]

@Lou'sBluMav Yes, hear your concern and was a blackout period from there till being unloaded in Barre Massachusetts. The longest wait was from there to my dealer, about 35 miles away. Does your dealership have a BDC manager, who could get the railcar number for you?

 

[Lou'sBluMav]

I just called Ford Marketing Center. The nice guy was able to tell me that yesterday it was still "in transit" moving through Indiana (good news it mde it thru IL and is still moving with the same ETA). He also shared that Ford had changed their instructions in the last week to no longer provide the railcar # nor the exact location along the railway.

 

[JoeTime]

Just called Ford Customer Relations Center and the very nice lady said they no longer can provide the progress position of the Railcar during the shipment
REAL BUMMER!

Ford Chat at Ford.com offered my rail car to me yesterday. It's Mexican TTGX(XXXXXX) I didn't request it either. Now, if I only knew how to track it.

 

[Lou'sBluMav]

I can never catch the Ford chat when the blue box to chat is available. I must be doing something wrong.

 

[JoeTime]

I can never catch the Ford chat when the blue box to chat is available. I must be doing something wrong.

Have you tried it lately? It seems they beefed up the chat response team. I hardly wait anymore.

 

[Lou'sBluMav]

Many times, must not like my Firefox browser.

 

[RonFLA]

Yeah, if you don’t get answers, just call back and ask another call operator until they give you the information. Some are more forthcoming than others. Also, give them feedback for doing the job correctly. I feel they are the unsung hero’s of the Ford team!

 

[BradnChristine]

I can never catch the Ford chat when the blue box to chat is available. I must be doing something wrong.

The Chat box refuses to show up when I use Chrome, but does when I go use Dissenter.

 

[BradnChristine]

And I just Chatted and was told my truck was in Nogales! Finally out of Mexico and moving!!!!

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