Ford deleting Lightning Platinum features without telling the customer!

[Jerry The Cowboy]

Just wait until you have to get that Tesla serviced...

I've owned several Teslas since 2018 and the service experiences have been awesome! They almost always loan me a fully loaded car, many times a newer and better model and their honesty and directness is so enjoyable as a customer. They seem to just want to get your issues taken care of and do their best. I would much rather deal with Tesla service any day than the Hyundai, Ford and Mazda dealers I have interacted with over the past years.
Also scheduling service through the Tesla app is really easy.
And Tesla mobile service has been a good experience also.

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[vbaker4444]

Weird. I just double checked and my Active Motion & Recline are in tact. And my retractable tonneau cover & spray-in liner is good too.

That’s good news! Hope it doesn’t impact anyone or has a small impact if it does.

 

[PiMatrix]

Well I'm still impacted and have begun escalating this all over Ford. Very disappointed on Ford's customer service and politics. This is our first Ford ever and all we have so far is Ford pointing at the dealer and the dealer pointing at Ford with noone taking responsibility. Ford even suggested that the dealer made the change to get the order shipped on time so they could profit. The dealer of course said this was absolutely false. Transparency is rampant in the company, extremely unprofessional. The relationship between Ford and their dealers seems to be 1/10 now due to how EVs are being sold direct yet the dealer is considered responsible for any problems. Their corporate complaint hotline is completely useless, they listen, agree, say what happened is not possible because VIN was assigned, and should be fixed, and then say they are powerless, talk to dealer, then close the ticket 20 minutes later after saying to call back in a few days to check status. I waited 12 hrs to call instead and they actually told me I closed the ticket 20 minutes after a 40 min call with them. Their lIghtning hotline number has someone answering calls that says - nothing happens to Lightning without him knowing because that is his main responsibility, but he knows nothing about Platinum options being dropped on Lightning with 300$ credits. Tells me it's fake news I'm reading.

I'm really having doubts about Ford now and wondering if we made a mistake. Will this kind of thing extend into service and support of a new car? Today Ford confirmed 8,000 layoffs so employees are not in a good mood and are trash talking management. We'll wait a while and hope someone in Ford at some level cares about their Platinum model customers where they are likely making 80% of their profit at least at this stage. Ford is turning a delight experience into a crap experience. Wife wants to cancel and the dealer would love that as he'll flip the truck. When asked about downgrading to Lauriet as one option he said, decide after delivered and then you can cancel and order a new Lauriet. Failed to mention 8K in tax credits are likely gone after Jan and delivery would be another year. No thank you. Talk about a conflict of interest.

Sorry for the vent, but there are some here that may also get a unannounced surprise at delivery. It was only chance I saw the 300 credit. OK, now sunrun, enough said.

I have to say I am completely new to Ford so maybe this is normal but I've been a German fast car person for decades and they treat each customer like they are royalty. They literally bend over backwards to make each issue a delight in the end.

 

[Yellow Buddy]

Just wait until you have to get that Tesla serviced...

Don’t be silly. You don’t get a Tesla serviced.

There’s no service availability.

 

[FlasherZ]

Wife wants to cancel and the dealer would love that as he'll flip the truck. When asked about downgrading to Lauriet as one option he said, decide after delivered and then you can cancel and order a new Lauriet. Failed to mention 8K in tax credits are likely gone after Jan and delivery would be another year. No thank you. Talk about a conflict of interest.

Based on the way you have described the relationships here, I probably trust Ford more than your dealer.

The ultimate litmus test for a dealer is your use case - somehow the order got screwed up. If the dealer would rather you just abandon your order and start all over in the process, especially so they can flip the truck and make money off it, then you (hopefully) can see just how much your dealer cares about its customers. If your dealer's management sits down with you and goes to bat for you, trying to figure out what went wrong in the process, and trying to make it right through their regional manager, then you've got a good dealer.

Not all dealers are soul-sucking leeches of doom - I will say that my dealer knew how excited I was, and they followed along with the process the entire time. No shenanigans, just great service. They called me the moment the transporter arrived, and even offered me the ability to be the very first to drive it from the unloading spot to their prep facility. The next day, I picked it up, free of any "glass etching" or "tru-coat" or "protect-a-seat" or whatever it is they upcharge. But it's a small-town dealer, and word spreads fast: if they screw a customer over, word spreads fast and it DOES impact business.

I observed a dealer attitude problem with the order of a friend of mine. They didn't care about him and did the same "oh, it would be an absolute SHAME if you didn't like the truck you ordered, right?" dance, praying that you'll refuse it. I've talked to some regional managers before - I can tell you that if the dealer wants to be a jackass about it, they can - the laws are on their side, and in many cases Ford can't do anything because the dealer controls the order, not the consumer. Yes, Ford allows you to place the order through their web site, but it's billed as a service offered to make the dealer's life easier and maximize his profit by reducing his training and sales load.

If you haven't already, I would ask to speak to the dealer's general manager. Go in and sit down with them, ask them to bring up your order, and to contact Ford's regional manager to figure out what went wrong. Walk through the issue, showing them. And ask THEM to figure out what happened and how it happened, and what can be done. Let them work some magic together.

Now, don't get your hopes up completely -- in the end, there are any number of potential results... 1) Ford's regional manager might be able to get something done for you, or correct things if it's not too late in the process; 2) you're given an explanation but it's too late in the process, and you'll have to make a decision as to whether to accept the truck as-is or let it go; 3) your dealer refuses to help and proves to be a scumbucket of humanity (proving why 96% of adults in the US despise the dealership process and 24% of adults would rather have a root canal than buy a car at a car dealer), in which case you'll know what kind of business they are and can file complaints with the BBB. There are scenarios where you'll have to make a hard decision.

Ford is trying to change the game that the dealers have locked up in their favor. We're entering the 4th quarter, dealers are winning by 20, and the referees got an extra game check from the dealers to make sure it stays that way. But with the right moves, and especially if consumers fight back, the consumers may win this one eventually.

If I can give you one piece of advice? Think about this logically - if it truly is going to bother you, canceling your order may be the right thing for you. It's going to be tough to avoid that feeling of "the dealer will win", but the only thing you should be concerned about is how you will feel about the vehicle you purchased and you should feel comfortable that you made the right decision for that piece of equipment you're going to own. Then you can go lobby for dealer laws to be changed!

 

[PiMatrix]

Based on the way you have described the relationships here, I probably trust Ford more than your dealer.

The ultimate litmus test for a dealer is your use case - somehow the order got screwed up. If the dealer would rather you just abandon your order and start all over in the process, especially so they can flip the truck and make money off it, then you (hopefully) can see just how much your dealer cares about its customers. If your dealer's management sits down with you and goes to bat for you, trying to figure out what went wrong in the process, and trying to make it right through their regional manager, then you've got a good dealer.

Not all dealers are soul-sucking leeches of doom - I will say that my dealer knew how excited I was, and they followed along with the process the entire time. No shenanigans, just great service. They called me the moment the transporter arrived, and even offered me the ability to be the very first to drive it from the unloading spot to their prep facility. The next day, I picked it up, free of any "glass etching" or "tru-coat" or "protect-a-seat" or whatever it is they upcharge. But it's a small-town dealer, and word spreads fast: if they screw a customer over, word spreads fast and it DOES impact business.

I observed a dealer attitude problem with the order of a friend of mine. They didn't care about him and did the same "oh, it would be an absolute SHAME if you didn't like the truck you ordered, right?" dance, praying that you'll refuse it. I've talked to some regional managers before - I can tell you that if the dealer wants to be a jackass about it, they can - the laws are on their side, and in many cases Ford can't do anything because the dealer controls the order, not the consumer. Yes, Ford allows you to place the order through their web site, but it's billed as a service offered to make the dealer's life easier and maximize his profit by reducing his training and sales load.

If you haven't already, I would ask to speak to the dealer's general manager. Go in and sit down with them, ask them to bring up your order, and to contact Ford's regional manager to figure out what went wrong. Walk through the issue, showing them. And ask THEM to figure out what happened and how it happened, and what can be done. Let them work some magic together.

Now, don't get your hopes up completely -- in the end, there are any number of potential results... 1) Ford's regional manager might be able to get something done for you, or correct things if it's not too late in the process; 2) you're given an explanation but it's too late in the process, and you'll have to make a decision as to whether to accept the truck as-is or let it go; 3) your dealer refuses to help and proves to be a scumbucket of humanity (proving why 96% of adults in the US despise the dealership process and 24% of adults would rather have a root canal than buy a car at a car dealer), in which case you'll know what kind of business they are and can file complaints with the BBB. There are scenarios where you'll have to make a hard decision.

Ford is trying to change the game that the dealers have locked up in their favor. We're entering the 4th quarter, dealers are winning by 20, and the referees got an extra game check from the dealers to make sure it stays that way. But with the right moves, and especially if consumers fight back, the consumers may win this one eventually.

If I can give you one piece of advice? Think about this logically - if it truly is going to bother you, canceling your order may be the right thing for you. It's going to be tough to avoid that feeling of "the dealer will win", but the only thing you should be concerned about is how you will feel about the vehicle you purchased and you should feel comfortable that you made the right decision for that piece of equipment you're going to own. Then you can go lobby for dealer laws to be changed!

Thanks for your comments, all very good advice clearly base on wealth of experience. It is something ford should try to fix, my impression is it’s not just the lightning but a general attitude of sorry, we emphasize, you are right, that’s just they way things work here. And we know it sucks for customer. Then they tell their own story about their own purchase from Ford as if that makes it ok. And then each side blames someone else in the ford ecosystem with no one individually responsible. Yea in the end it’s about responsibility and customer service, not some option. Supply chains a mess we get it.

 

[RidetheLightning]

Build week 8/1 and I just checked my window sticker and I am in the same boat with a Max Recline/"MULTICONTOUR SEAT REMOVAL" delete and a $300 credit. Max Recline was the only option I ordered since the bedliner seemed to be delaying orders and was the biggest reason I went up to Platinum and it seems like it's currently deleted. It looks like some have had it added back again? Either way, just emailed my sales rep - he gave me no notice of the change - and I saw a letter sent to dealers about the seat delete but can't seem to find it now. Currently at a loss as to what I'll do if I accept the truck without the seats I ordered and upgraded to Platinum for - drive it for a while until I can get a Ford or competitor EV truck that has this feature? At this point, I'd take a downgrade to Lariat ER keeping my place in line or a promise that the seats I ordered will be available at a later date. I get supply chain shortages but the communication here is abysmal, especially with the Platinum trim required to get this feature.

 

[RidetheLightning]

If I can give you one piece of advice? Think about this logically - if it truly is going to bother you, canceling your order may be the right thing for you. It's going to be tough to avoid that feeling of "the dealer will win", but the only thing you should be concerned about is how you will feel about the vehicle you purchased and you should feel comfortable that you made the right decision for that piece of equipment you're going to own. Then you can go lobby for dealer laws to be changed!

I get that point of view, but am concerned about the dealer *intentionally* deleting an option to cause a cancelation that they could profit from considerably. I just talked to Ford and they put it back on the dealer, saying only the dealer would delete an option. I have an email in to my dealer, waiting to hear back. I'm not sure which party to believe at this point, since a number of us have had these options deleted, (that makes it seem more like a Ford thing) some to have them added back, but in the end it damages Ford's reputation. If we can't be sure about who is at fault but we have to go through dealers for now, it damages the whole Ford experience. That being said, if it seems like it's likely that the dealer *intentionally* deleted an option, I'm going to take the truck on my own and either "enjoy" it as-is for now and flip it later, or seek to flip it as soon as I can. I can't run out and get the truck Ford advertised to me and took my order for, a Platinum with Max Recline, anywhere anytime soon, and there's not really competition for exactly what Ford's offering here yet, so I might as well get something out of this mess if I truly can't get the truck I ordered anytime soon.

 

[#1 Scuba]

FYI - Here is a link that shows Ford Notified Dealers in June of the cancellation issues on the Lightning.

https://blueovalforums.com/forums/i...2-f-150-bev-lightning-production-information/

 

[Amps]

I'm not sure which party to believe at this point, since a number of us have had these options deleted, (that makes it seem more like a Ford thing) some to have them added back, but in the end it damages Ford's reputation. If we can't be sure about who is at fault but we have to go through dealers for now, it damages the whole Ford experience.

Placing the order, pricing, and sales transaction are between you and the dealer. Ford facilitated the reservation system and the order of reservation conversions to orders. As the waves opened, Ford has been specifying trim and product availability. Ford notified dealers of the unavailability of the option in late May. This one's on the dealer.

https://fordauthority.com/2022/06/2022-ford-f-150-lightning-adds-multicontour-seat-removal-option/

• Customers taking delivery of 22MY F-150 Lightning vehicles that have a Multi-Contour seats with Active Motion® Removal option (91X) on the window label must sign the attached Customer Acknowledgement Form with the understanding that the Multi-Contour Seat Module is not included, deeming the feature not functional, and they are receiving a credit of $300. A copy of the signed Acknowledgment Form must be included in the deal jacket.

 

[RidetheLightning]

Placing the order, pricing, and sales transaction are between you and the dealer. Ford facilitated the reservation system and the order of reservation conversions to orders. As the waves opened, Ford has been specifying trim and product availability. Ford notified dealers of the unavailability of the option in late May. This one's on the dealer.

I get that, but after contacting Ford:

• If Ford tells a dealer to remove an option, doesn't notify the customer, and then tells me via a customer service call that "only a dealer would remove an option" it looks like they are setting the dealer up to take the hit for a decision they made or an issue they had. They should have told me on the call "we told the dealer to remove this option, they should have contacted you"

• At least one person here has had this option re-added to their order. How is that possible if Ford is telling *all* dealers to remove the option? Did that dealer just re-add it in a misguided hope that their customer would actually get the option after all?

 

[Amps]

Did you read the dealer notice referred to in Post #54 by @#1 Scuba ? I'm not sure when you placed the order, but the dealer was supposed to notify you and get your agreement to the deletion (pdf attached). If they had done their job, you may have had time to modify the order to a Lariat. Dealers are very protective of their franchise sales agreements. In your case, they should have done a better job, unless they are only too happy to have a customer abandon the order on a very valuable ADM opportunity.

 

[PiMatrix]

My Ford dealer said they did not delete the options. Ford said the dealer probably did it to not delay the delivery so they got paid on time. Dealer says only Ford can change it back cause a VIN means the order is locked and can't be changed. I've had a VIN for months. Ford Lightning hot line said no way was order changed, he'd know about it, that's all he does all day. It's fake news he said. Ford says only the dealer can make changes to order. It is a screwed up situation with each side blaming the other. Ford customer complaint line said they would research it, they checked and it definately should be fixed after she conferred with the department that handles these issues. She was texting a group of 45 peopel she said and they all read the message. She said I'd get a call in a few days but call back the next day to get status, that it would be thoroughly investigated. I called back and was told someone with my name closed the ticket, I said no way. Then they said the person who took the ticket (45 min phone call) closed the ticket with no explanation other than the dealer has to fix it. She lied. I was then told the dealers "northeast spokesperson" should be contacted by Ford dealer to get it fixed. That person has been on vacation for 2 weeks so Ford dealer said they can't do anything. This is only a part of the story, I won't mention since I don't want to get employees fired in Ford for saying how things are working within. If Ford treated customers the way Amazon does I think they might have twice the sales they do. I'm new to Ford so don't know if this is typical transparent behavior. I can say that there is animosity between Ford and dealers and vice versa at least when it comes to Lightning. It's a shame because I think the work that has gone into Lightning is bold and innovative but there is part of the company screwing up the experience.

P.S. I asked dealer what were options and he suggested waiting the truck arrived and then cancel if I wanted and order Lariat. geese....lose the 8K ITC/state and wait another 1-2 years and they instantly sell it. This is the general manager said this! This needs resolved at a corporate Ford level.

 

[PiMatrix]

Placing the order, pricing, and sales transaction are between you and the dealer. Ford facilitated the reservation system and the order of reservation conversions to orders. As the waves opened, Ford has been specifying trim and product availability. Ford notified dealers of the unavailability of the option in late May. This one's on the dealer.

https://fordauthority.com/2022/06/2022-ford-f-150-lightning-adds-multicontour-seat-removal-option/

That article from early June says - "it’s unclear if trucks that were previously slated to receive this particular feature will be required to add the option. Rather, it seems as if this option is merely a way for customers and/or dealers to speed up the delivery of their trucks by removing the Multicontour seat feature." If the dealer chose this unilaterally and didn't inform us or discuss it is wrong. They told me they have no idea about how it happened. Ford says only they can add that option or add it back. I ask how they can make changes to a locked VIN and there is the sound of crickets, then... have them call their regional spokesperson. That person seems to be on vacation alot!

 

[Deleted member 9341]

My Ford dealer said they did not delete the options. Ford said the dealer probably did it to not delay the delivery so they got paid on time. Dealer says only Ford can change it back cause a VIN means the order is locked and can't be changed. I've had a VIN for months. Ford Lightning hot line said no way was order changed, he'd know about it, that's all he does all day. It's fake news he said. Ford says only the dealer can make changes to order. It is a screwed up situation with each side blaming the other. Ford customer complaint line said they would research it, they checked and it definately should be fixed after she conferred with the department that handles these issues. She was texting a group of 45 peopel she said and they all read the message. She said I'd get a call in a few days but call back the next day to get status, that it would be thoroughly investigated. I called back and was told someone with my name closed the ticket, I said no way. Then they said the person who took the ticket (45 min phone call) closed the ticket with no explanation other than the dealer has to fix it. She lied. I was then told the dealers "northeast spokesperson" should be contacted by Ford dealer to get it fixed. That person has been on vacation for 2 weeks so Ford dealer said they can't do anything. This is only a part of the story, I won't mention since I don't want to get employees fired in Ford for saying how things are working within. If Ford treated customers the way Amazon does I think they might have twice the sales they do. I'm new to Ford so don't know if this is typical transparent behavior. I can say that there is animosity between Ford and dealers and vice versa at least when it comes to Lightning. It's a shame because I think the work that has gone into Lightning is bold and innovative but there is part of the company screwing up the experience.

P.S. I asked dealer what were options and he suggested waiting the truck arrived and then cancel if I wanted and order Lariat. geese....lose the 8K ITC/state and wait another 1-2 years and they instantly sell it. This is the general manager said this! This needs resolved at a corporate Ford level.

All good reminders as to why so many of us bailed on US automakers long ago. They finally have a chance to win some back and are blowing it all to hell. And yet they still stay silent. They just don’t seem to get it at all

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