About to Cancel Order

[kel4488]

I ordered a 2011 XLT on Christmas Eve (sterling gray, charcoal leather, 202A package, and some other stuff) from a dealership in Columbia, MD. We agreed on a price, I was fine with the 8wk wait, I gave up my $500 deposit, and left with my copy of the screenshot invoice. I called back after 8wks on 3 different occasions and got 3 different ETA's. Now, my ETA is 3/21 which is probably the day it actually leaves Chicago. My wife attempted to finalize the deal today before our financing expires; but, wait for it.........they ordered it in Kona Blue. I cannot possibly understand how I can physically sit and spec out this vehicle in person, leave with a copy of the agreed upon specs and price, and they get Kona Blue out of Sterling Gray!? I never knew that level of incompetence existed! I'm ok with the snowstorms, quality assurance issues, and backlogs, but this is pathetic. We have customer relations looking into this issue, but I have no more patience after wasting 80something days of my time with these people. I'm sure the XLT and it's extras are living up to this hype that Ford has manufactured, but I'm about to cancel my order and go back to what I'm used to...Toyota.

 

[baxterdown]

Incompetence is not reserved to a single company or industry. Have you ever tried ordering kitchen cabinets from Home Depot? Don't get me started!

 

[sm4astan]

Could also be an honest mistake. Not everyone is perfect.

 

[Bill1234]

Didn't you have to sign the DORA?

 

[Bill #5 Explorer]

Toyota, are you farking kidding me!

Kona Blue is a very nice color. Have you seen in person? Ask them to knock a $1,000 off the deal for their mistake, and you'll take the truck.

Ask them to do a nation-wide search for your color, and options combo, and make them go get the truck. Shipping will cost about $500-1,000 depending on distance. They should pay for the costs involved.

Keep your chin up, it will all work out in the end, you will be very pleased, the new Explorer is an awesome product. It's worth the wait.

 

[IZwack]

Could also be an honest mistake. Not everyone is perfect.

Yes but that's why we coined the term quality assurance. in other words and assuming the order sheet said gray and not blue, the mult QA steps within and after the paint department should have caught this blatant error. Implementation of the correct technology (with a staff that's been trained to use them) should have also prevented such a mistake, and mitigate human error. This isn't a mom and pop shop that's only been around for two years.

 

[Bill #5 Explorer]

What are the order paint codes for Kona Blue and Sterling Grey? I'd bet they are similar, and it was a data entry error by the dealership.

 

[46er]

Don't blame you one bit, I would do the same thing. Might want to shop around as dealers are getting them on their lots, at least around here. I'm waiting till Saturday and if there is no news that show my EX has shipped, it has been waiting for shipment since 3/1, I will be cancelling my order and shopping the dealer lots. I've ordered quite a few vehicles with Ford, unfortunately this is the worst I've seen. The dealership has been great trying to make adjustments to get things moving, but it has had no effect and no explanations from Ford. I was going to finalize the deal before hand, but decided not to. Who knows how long delivery will take. Ford is either being ultra cautious, or they have a serious QC issue.

 

[mattsgt]

Toyota...WHAT!! You must be crazy, don't do that! Toyota's stink...Really though, after recently going through an issue with my dealership I can tell you that unless you get really lucky...most dealerships just suck. In the end they just want a comission and to get you in and out before you change your mind. just my opinion! I had a really nice sales guy years ago. He really tried to do the right thing and was great with customers...The stress of that created such meddical problems for him that he had to go on disability..I think they are unsder a lot of stress and competition. I don't blame you about the color though...I be pissed too.

-M

 

[paulfrank285]

that's why I couldn't sleep even after my dealer placed the order...cos i don't know what to do either after waiting for 2 months, and getting a blue or red XLT or with stone leather inside!!! (i also ordered mine in grey/charcoal combo)...

 

[jeeden]

If your gonna get a toyota, your days are numbered. Not just because it is a toyota, but they estimate running out of parts by the end of this week I think because of the earthquake (most of the vehicles are built here, but most of the parts still come from Japan...and most of the profits go there)

 

[Joe Dirt]

I have to say- after reading all of these order stories, this is part of the reason that we're putting off our order of a 2011 until MY/spring 2012. I'm a Ford guy, and was waiting to see how the launch went before ordering. We're not buying this year. Some of the Sync issues and MFT issues are a little concerning, some of the other minor noise and fitment issues are nothing major, but add that to the poor order filling, and it's not worth it to us to go through with it right now. We're not comfortable with why things are delayed so long, and really just want the process to go smoother before investing

Ford- it looks to an outsider- like you're blowing this one. Get your chit together, and get the dealer allocation mess fixed. This is an important launch, and you're not pulling it off as of right now. Wholly NOT impressed at all as of March 17, 2011. Doesn't mean it can't change or get better as I'm sure it will, but you're losing customers, and the order filling seems to appear irrationally allocated at best.

Just my .02

 

[scottfmc]

Yes but that's why we coined the term quality assurance. in other words and assuming the order sheet said gray and not blue, the mult QA steps within and after the paint department should have caught this blatant error. Implementation of the correct technology (with a staff that's been trained to use them) should have also prevented such a mistake, and mitigate human error. This isn't a mom and pop shop that's only been around for two years.

Pardon? What QA steps in the "paint department" are going to catch a WRONG entry by the dealership. Ford built what was ordered. The dealership ought to offer a large discount for their error and let the OP decide.

 

[Bill #5 Explorer]

I have to say- after reading all of these order stories, this is part of the reason that we're putting off our order of a 2011 until MY/spring 2012. I'm a Ford guy, and was waiting to see how the launch went before ordering. We're not buying this year. Some of the Sync issues and MFT issues are a little concerning, some of the other minor noise and fitment issues are nothing major, but add that to the poor order filling, and it's not worth it to us to go through with it right now. We're not comfortable with why things are delayed so long, and really just want the process to go smoother before investing

Ford- it looks to an outsider- like you're blowing this one. Get your chit together, and get the dealer allocation mess fixed. This is an important launch, and you're not pulling it off as of right now. Wholly NOT impressed at all as of March 17, 2011. Doesn't mean it can't change or get better as I'm sure it will, but you're losing customers, and the order filling seems to appear irrationally allocated at best.

Just my .02

I understand what your saying, but keep in mind this is the Al Gore Internet, and most people come here to vent. Most owners (+95%) would never participate in an internet Forum. There are thousands of happy owners and stories, but we just don't hear about those.

I too wanted to wait for the 2012. But back in January when I saw the new truck, and my boss told me to replace the 2007 company car "within the next 2 months" I was at the dealership by lunch time.

 

[simplysql]

This really isn't a Ford problem - at the manufacturing level, it's a Ford problem at the dealership level. It is scary at how bad the Ford dealerships are. We bought a new XLT after hearing great things about the car (and are satisfied with the vehicle). Prior to this, we've owned Toyotas (4) and Porsches (3) - the differences in dealerships is night and day. One Ford dealer told us that all scheduled maintenance was free for the first 50K miles (false), another told us that they would not be making AWD models in 2011, another told us that you can't get the garage door opener on your sunvisor unless you ordered the LTD. We've decided that pretty much everything they say should be doubted. It scares me to death that we will have to take the vehicle to one of these bumbling idiots to get it serviced. Ford really needs to take a look at their dealership network and insist that these guys bring their level of integrity out of the 1970's.

 

[sjr033]

Ask them to do a nation-wide search for your color, and options combo, and make them go get the truck. Shipping will cost about $500-1,000 depending on distance. They should pay for the costs involved.

.

Agreed! Make the dealer find "your" truck. They made the mistake in the order, they need to fix it at thier cost.

 

[emergeme]

Seems like the people who ordered in December (waaaay in advance) are the ones getting screwed now. Mine was built 2/24. No one knows where it is or when it will be here. To me, that's not a dealer issue. It's sitting somewhere, and it's not here. That's all I know. C'mon people, give the guy a break. If you got the wrong color, you'd be mad too. It's a huge investment of money, and the lack of apologies or trying to straighten out people's situations is regrettable. Things should be going better. Heck, even a "we're so sorry, your car is held up because of "x" and should be on the train 00/00 and arrive 00/00" would completely make me feel better. It's like when United lost my luggage and for 4 days they couldn't tell me where it is and responded "we're too busy at Dulles to check". That is plain old unacceptable.

 

[Maniak]

If we ordered a vehicle, and it wasn't what we ordered, then to me, its not my vehicle.

If we like the new color, then we would take it, but would expect compensation for their screw up.

If we didn't like the color, then its not the vehicle we ordered, hence we would not accept it as our order. They would now have a vehicle on the lot with our specs, other than color that they now have to move.

We almost did that with our mustang. They ordered it slightly wrong and didn't notice it or didn't tell us. Since we went through 3 sales reps by the time the car arrived 6 weeks later the last sales person may not have known. It didn't have the right center caps. It was supposed to have the knock-off looking ones, but only had the tri-bars. We had them throw in a bunch of free oil changes and we are ok without the knock-offs.

~Mark

 

[Joe Dirt]

I understand what your saying, but keep in mind this is the Al Gore Internet, and most people come here to vent. Most owners (+95%) would never participate in an internet Forum. There are thousands of happy owners and stories, but we just don't hear about those.

I too wanted to wait for the 2012. But back in January when I saw the new truck, and my boss told me to replace the 2007 company car "within the next 2 months" I was at the dealership by lunch time.

Not entirely- I have a lot of family on the east side of the state, and way too many people are suffering similar times, 2-3 months+ for delivery and they're not on the forum. I understand people venting, but the dealer allocation system is screwed up, you can't deny that. Ford needs to get these ordering processes realigned in order to handle demand. I know of 2 people on my street that are waiting for Explorers, and one of them is going to drop the order and buy an Acadia within the next week if Ford can't give a real answer as to where the vehicle is, when a guy around the corner ordered his 7 weeks later and already has had it for 3 weeks.

 

[Joe Dirt]

This really isn't a Ford problem - at the manufacturing level, it's a Ford problem at the dealership level. It is scary at how bad the Ford dealerships are. ...We've decided that pretty much everything they say should be doubted. It scares me to death that we will have to take the vehicle to one of these bumbling idiots to get it serviced. Ford really needs to take a look at their dealership network and insist that these guys bring their level of integrity out of the 1970's.

You know, I somewhat agree- which is greatly illustrated that for who knows how long (and still) this forum is the best outlet for information about the vehicle and how it works compared to the dealer. Sadly, we have members that know more about the vehicle even before it was out, than most dealership salesmen will after it's been out for a year.