Transferring to a new dealer question.

[jpepper07]

This happened to me. 20 days after ordering and them accepting my order, my dealer called and said that due to low allocations, they are adding huge ADM.

I called Ford customer support and after being transferred multiple times and each person telling me that they couldn’t do anything about it, they said that they would escalate and I would hear back by yesterday. I didn’t. In fact, customer service didn’t even seem to have any way to even report it. At one point, they even transferred me to the marketing team.

I’m beginning to believe the ”leaked“ memo was little more than an empty threat and a PR stunt which has since generated a ton of positive press that will eventually lead to disappointEd customers. I’m calling back today. We’ll see what happens.

Please keep us updated. As it may be the route many of us have to take.

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[Marshall]

Because of my experience with phone support, I decided to try "Social" support this time via Facebook. Below is a copy and paste of my entire interaction with a few details redacted:

My name is Marshall [Lastname] and I have a Wave 1 order for the F150 Lightning Pro, Order number [number]. It was accepted by the dealer without markup and last Friday, the dealer called and said that they would be adding $20k markup because they were only getting 1 and if I wasn't okay with the markup, they would cancel my order, refund my deposit, and then configure the truck for another customer.

I called Ford customer support at 1(800) 392-3673 and after explaining the situation and being transferred multiple times I was eventually told that the call would be escalated and that I would get a callback by yesterday. I didn't.

Ford has recently received a lot of positive press from a leaked memo from Andrew Frick stating that if a dealer is acting in a way that is damaging to the brand, Ford would redirect that allocation. I am requesting that you reallocate mine. I am an active member of the F150Gen14 forum and a member of the F150 Lightning Facebook group and will be sharing my experience good or bad with both.

I understand that because dealers are independent entities, this is not an easy problem to solve. I am open to solutions other than changing the allocation if there is one.

Hi Marshall. Thank you for taking the time to send us a message. My name is Zac; I’m a Social Media Specialist for Ford. I would like to take a closer look at your situation regarding your F-150 Lightning order on my end for you. Could you please provide me with the following details?
VIN (if applicable):
Zip code:
Email address:
Best method of contact:
Name and location of selling dealership:
Zac
Ford Service Team

Getting the info now

VIN: No VIN - Order number [number]
Zip code: [zipcode]
Email address: [my email]
Best method of contact: email
Name and location of selling dealership: [dealer name and address]

I appreciate you sharing that information. To clarify, have you had the chance to speak with the Sales Manager at your selling dealership regarding this concern? If so, could you please share any information that they have provided you?
Zac
Ford Service Team

I spoke with [First and Last Name], the Internet Sales Coordinator. She called and left a message on Friday 1/28 and I called back. During that call she stated that she had just spoken to her Ford rep and that they would be getting only 1 allocation for calendar year 2022, I specifically asked calendar year or model year. She said that as a result, they would be marking my Lightning up $20k because "that's what they are going for". And if I wasn't willing to do that, I would need to let them know right away and they would refund my deposit, cancel my order, and configure the truck for another customer. After I got off of the phone with them, I contacted Ford customer support. Sometime between the original call and when I contacted Ford phone support, Nicole sent me a text message saying, "My GM said he is going to try to work with you. We know you are really excited about this truck." I have not spoken to the again as I was waiting for a response from

Thank you for clarifying that for me. I will escalate your case to a Customer Experience Specialist on our Vehicle Reservation team for their review. They will contact you through your preferred method of contact soon to assist with any questions or concerns you may have regarding your F-150 Lightning order. The case number that I have established for you today is CAS-[########]-[A#A#A#]. For further assistance, you may also reach out to our Marketing Program Headquarters at 1-800-334-4375.
Zac
Ford Service Team

So good interaction overall, I guess we'll see what comes of it and if I don't hear anything, at least I have a new number to call.

 

[V8BoatBuilder]

Thanks for all the info! Final question, the dealers can't have different adm for each customer right? I am of the understanding that their order system will let them set adm for ford.com orders but they can't tweak for each person? So if their first orders have adm then they all will have it?

ADM is negotiable for an in-store order.

 

[jfried]

Because of my experience with phone support, I decided to try "Social" support this time via Facebook. Below is a copy and paste of my entire interaction with a few details redacted:

My name is Marshall [Lastname] and I have a Wave 1 order for the F150 Lightning Pro, Order number [number]. It was accepted by the dealer without markup and last Friday, the dealer called and said that they would be adding $20k markup because they were only getting 1 and if I wasn't okay with the markup, they would cancel my order, refund my deposit, and then configure the truck for another customer.

I called Ford customer support at 1(800) 392-3673 and after explaining the situation and being transferred multiple times I was eventually told that the call would be escalated and that I would get a callback by yesterday. I didn't.

Ford has recently received a lot of positive press from a leaked memo from Andrew Frick stating that if a dealer is acting in a way that is damaging to the brand, Ford would redirect that allocation. I am requesting that you reallocate mine. I am an active member of the F150Gen14 forum and a member of the F150 Lightning Facebook group and will be sharing my experience good or bad with both.

I understand that because dealers are independent entities, this is not an easy problem to solve. I am open to solutions other than changing the allocation if there is one.

Hi Marshall. Thank you for taking the time to send us a message. My name is Zac; I’m a Social Media Specialist for Ford. I would like to take a closer look at your situation regarding your F-150 Lightning order on my end for you. Could you please provide me with the following details?
VIN (if applicable):
Zip code:
Email address:
Best method of contact:
Name and location of selling dealership:
Zac
Ford Service Team

Getting the info now

VIN: No VIN - Order number [number]
Zip code: [zipcode]
Email address: [my email]
Best method of contact: email
Name and location of selling dealership: [dealer name and address]

I appreciate you sharing that information. To clarify, have you had the chance to speak with the Sales Manager at your selling dealership regarding this concern? If so, could you please share any information that they have provided you?
Zac
Ford Service Team

I spoke with [First and Last Name], the Internet Sales Coordinator. She called and left a message on Friday 1/28 and I called back. During that call she stated that she had just spoken to her Ford rep and that they would be getting only 1 allocation for calendar year 2022, I specifically asked calendar year or model year. She said that as a result, they would be marking my Lightning up $20k because "that's what they are going for". And if I wasn't willing to do that, I would need to let them know right away and they would refund my deposit, cancel my order, and configure the truck for another customer. After I got off of the phone with them, I contacted Ford customer support. Sometime between the original call and when I contacted Ford phone support, Nicole sent me a text message saying, "My GM said he is going to try to work with you. We know you are really excited about this truck." I have not spoken to the again as I was waiting for a response from

Thank you for clarifying that for me. I will escalate your case to a Customer Experience Specialist on our Vehicle Reservation team for their review. They will contact you through your preferred method of contact soon to assist with any questions or concerns you may have regarding your F-150 Lightning order. The case number that I have established for you today is CAS-[########]-[A#A#A#]. For further assistance, you may also reach out to our Marketing Program Headquarters at 1-800-334-4375.
Zac
Ford Service Team

So good interaction overall, I guess we'll see what comes of it and if I don't hear anything, at least I have a new number to call.

Any updates? Would love to know how ford is handling this corporately.

 

[Marshall]

Any updates? Would love to know how ford is handling this corporately.

Nothing yet. I am probably going to give them a call this weekend sometime.

 

[bmwhitetx]

@Marshall Your conversation with the social rep is very similar to mine for a completely different issue. My son ordered a Mach-E in November and on the Mach-E forum I noticed the social rep would offer a build update with private chat. So I started a private chat. They first asked for VIN, email, etc - a virtual cut and paste of what they asked you. I responded with my son's info. They then replied almost verbatim with yours about "did he contact the dealer and if so what was their response". (Note on yours, you had already told them that answer but they ignored it). After replying with dealer interaction, she promised to open a case with the New Vehicle Support Team and gave me the case number and said I would hear back in a few days. It has been a month. Crickets.

So completely different issue but same social media response. I too was hopeful at first. Sorry. You can try it here, just start a conversation (i.e. private chat) with @Ford Motor Company. (Click the little e-mail icon in the banner next to your user name).

 

[Galaxidan]

Ugh, following

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