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Hey Y'all,
My name is Eric and I am a manager at a Ford dealership in Southern California, Kearny Mesa Ford. I just received this communication from Ford so thought I'd share it with the masses. Hope this helps somebody!
FYI, you will see 'WBDO' referenced a few times. WBDO is Ford's dealer-facing inventory ordering system.
Bronco Reservationist Dealer Change Process
Consumer interest was so high the night of our reveal, some aspects of our website did not perform as intended for selected Bronco enthusiasts. To resolve any concerns that may have been caused, we have enacted a change dealer process for current Bronco and Bronco Sport reservation holders. This process will be open to all US reservation holders, although not all consumers will be contacted as most of the concerns took place during the first four hours of the reveal.
Starting July 29th, all consumers who placed a reservation between the hours of 8 pm – Midnight EST the night of reveal on July 13th are being notified of their current dealer and informed of the process to change their dealer in case they were unable to select their preferred dealer. These communications are being staggered throughout the first few weeks of August to ensure a smooth customer experience with our call center.
Terms and Conditions:
Customer must contact the Ford CRC to begin the process at (800) 334-4375
Each reservation number can only change dealers once
In order to ensure customers proceed to order with the correct dealership, change dealer requests must occur before close of business on October 31st, 2020
The change dealer process occurs real time during the request being processed by the CRC agent
Customers will receive a change dealer confirmation via email and will be refunded their $100 and now will hold a $0 reservation at the new dealer
The first dealer will be notified of the cancellation in WBDO and via email to the current reservation contact set up in the eCommerce portal
The second dealer will receive notification in the normal channels: WBDO, Dealer CRM and hot alert email. This new reservation is held at $0
Note: Due to technical limitations the original dealer may not see the cancellation record in WBDO for a short period of time. Our technical teams are working to bring these records back into your WBDO screens by mid-August. Thanks for your patience on this.
Why can a customer only change the dealer 1x before October 31st?
The reservation was made between the customer and the Dealer. We are only instituting this change due to system issues that occurred the night of the reveal where some customers were not able to place their reservation with their preferred Dealer.
Why is October 31st significant?
This date was chosen as it is prior to the order bank opening when customers will be eligible to place an order with their preferred Dealer.
When this letter gets posted and someone who doesn’t receive it sees it and says they had an issue but didn’t receive a letter, will we let them change their dealer?
Yes, anyone who contacts the CRC will be able to change their Dealer one time.
What if a customer didn’t receive the letter, didn’t have a problem, and still wants to change their dealer – can they?
Yes, anyone who contacts the CRC will be able to change their Dealer one time.
Why isn’t Bronco Brand / Ford letting all customer’s verify or update their dealer preference?
The reservation was made between the customer and the Dealer. We are only instituting this change due to system issues that occurred the night of the reveal where some customers were not able to place their reservation with their preferred Dealer. We are not asking all customers to verify their Dealer as it would be an additional step we would be asking them to take that would not provide any benefit if everything went as planned the night of the reveal.
The Bronco Team
My name is Eric and I am a manager at a Ford dealership in Southern California, Kearny Mesa Ford. I just received this communication from Ford so thought I'd share it with the masses. Hope this helps somebody!
FYI, you will see 'WBDO' referenced a few times. WBDO is Ford's dealer-facing inventory ordering system.
Bronco Reservationist Dealer Change Process
Consumer interest was so high the night of our reveal, some aspects of our website did not perform as intended for selected Bronco enthusiasts. To resolve any concerns that may have been caused, we have enacted a change dealer process for current Bronco and Bronco Sport reservation holders. This process will be open to all US reservation holders, although not all consumers will be contacted as most of the concerns took place during the first four hours of the reveal.
Starting July 29th, all consumers who placed a reservation between the hours of 8 pm – Midnight EST the night of reveal on July 13th are being notified of their current dealer and informed of the process to change their dealer in case they were unable to select their preferred dealer. These communications are being staggered throughout the first few weeks of August to ensure a smooth customer experience with our call center.
Terms and Conditions:
Customer must contact the Ford CRC to begin the process at (800) 334-4375
Each reservation number can only change dealers once
In order to ensure customers proceed to order with the correct dealership, change dealer requests must occur before close of business on October 31st, 2020
The change dealer process occurs real time during the request being processed by the CRC agent
Customers will receive a change dealer confirmation via email and will be refunded their $100 and now will hold a $0 reservation at the new dealer
The first dealer will be notified of the cancellation in WBDO and via email to the current reservation contact set up in the eCommerce portal
The second dealer will receive notification in the normal channels: WBDO, Dealer CRM and hot alert email. This new reservation is held at $0
Note: Due to technical limitations the original dealer may not see the cancellation record in WBDO for a short period of time. Our technical teams are working to bring these records back into your WBDO screens by mid-August. Thanks for your patience on this.
Why can a customer only change the dealer 1x before October 31st?
The reservation was made between the customer and the Dealer. We are only instituting this change due to system issues that occurred the night of the reveal where some customers were not able to place their reservation with their preferred Dealer.
Why is October 31st significant?
This date was chosen as it is prior to the order bank opening when customers will be eligible to place an order with their preferred Dealer.
When this letter gets posted and someone who doesn’t receive it sees it and says they had an issue but didn’t receive a letter, will we let them change their dealer?
Yes, anyone who contacts the CRC will be able to change their Dealer one time.
What if a customer didn’t receive the letter, didn’t have a problem, and still wants to change their dealer – can they?
Yes, anyone who contacts the CRC will be able to change their Dealer one time.
Why isn’t Bronco Brand / Ford letting all customer’s verify or update their dealer preference?
The reservation was made between the customer and the Dealer. We are only instituting this change due to system issues that occurred the night of the reveal where some customers were not able to place their reservation with their preferred Dealer. We are not asking all customers to verify their Dealer as it would be an additional step we would be asking them to take that would not provide any benefit if everything went as planned the night of the reveal.
The Bronco Team
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