📝 UPDATE Dec 12th: My Letter to the Ford Executive Team: Submitted Customer Feedback Proposal and Response

[Efthreeoh]

In this case I used "tech" company as shorthand for companies focused on software development. Ford certainly creates software but that's not their main focus as a company and it shows. While I'm sure Ford has done it's best during this roll-out it's not as if all the planning of this vehicle and it's roll-out started during the pandemic. While the equipment for designing the MIC top may have been produced in Wuhan and Italy, the design( and it's associated issues ) was Fords'.

As far as the position of "Ford completely sucks", I don't think they completely suck but I've never thought their quality was that great. I worked a summer, many years ago, at a Lincoln/Mercury dealer ( only a summer because I'm not cut out to be a car salesman..or in sales in general ). I saw the lack of quality first hand. Even though that was 20 years ago, I still remember showing a customer a new Mercury Mountaineer with the trim falling off around the moon roof. What changed for me was reading good reviews about the Ranger on which the Bronco is at least partially based.

I've driven a Jeep and I don't really like it. I was actually waiting for the new 4Runner when I heard that the Bronco is coming out, though to be honest if a new 4Runner came out, I probably wouldn't be here. I drove the Bronco at the off-roadeo and really like it. I like the design and it's capability but I'm not excited at the possibility of driving a car that has lots of issues.

I'd bet the software development for vehicle design and manufacturing is under a different department than the public-facing web page. Tech is tech IMO.

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[Efthreeoh]

Choices. We all have them... I'm 55 years old and have purchased countless vehicles over the years. If I'm not happy with a vehicle that I'm interested in, I simply don't purchase it. It's really that simple.

I'm a 7/15 reservation holder and mine will be built next month. When it arrives at the dealership, (probably early Feb) I'll look over everything very closely, test drive it and then make my decision. If I'm not 100% satisfied, I'll walk. If I am 100% satisfied, I'll buy it and then it's on me after that.

I'm on the same page. I don't expect it to be perfect. I expect the MIC top to occasionally let a drop or two of water into the cabin; that's just the nature of the design, more seams mean more places for water intrusion. I don't like the tailgate design with the tire hanging off it. After a while, I expect the tailgate to rattle like my YJ did. If it were my design, I'd mount the tire on a bumper swing gate. Hopefully there will be an aftermarket upgrade for a bumper mount. The Pinocchio camera will need relocating...

I know going in the gauge cluster design is not to my liking. But I've had numerous Fords over the years, all manual transmissions, none had a tachometer, so the Bronco will be no different in that respect - LOL.

The driving dynamics have to be really good to overlook my above-stated concerns.

 

[Sasquatchers]

Man, I'm sorry about the laughing reaction. I don't like to make fun of others misfortune. But damn, that is jacked up. I'm laughing not at you but rather the "Quality" that Ford tried to pass along. You did say it was a stormy day purchase. But you didn't say you are a one-eyed sailor shopping for a boat in hurricane. Damn, I still can't get past that jacked up badging.

Yes, honestly it was also a fairly quick test drive and impulse purchase while getting the oil changed on my 2016 Explorer. I was holding out for a Bronco announcement but they practically gave this thing away. I can’t believe I missed the emblem and it took me over a day to notice. But lots of creaks & rattles in the interior among other blemishes. Maybe now that Ford got away from huge rebates they will put some of that money into fit/finish and QC to back it up.

 

[Hossfire]

I don’t see how you can say that Ford spends less in design, but you do have a point that Toyota tends to stick with the tried and true much more than Ford. The down side of that is boring products, but it is obviously a strategy that is working for them.

Ford tends to refresh their platforms more often. They may actually spend more money over time on design, but less money per re-design.

 

[Efthreeoh]

Ford tends to refresh their platforms more often. They may actually spend more money over time on design, but less money per re-design.

Shit, buy a BMW 3-series. Each new platform gets a new engine model too, and usually a new suspension design too.

 

[Headsong]

UPDATE DEC 12TH:

Received another call this morning from the Ford Executive Office, advising me of their documented process to receive Customer Feedback.

We are to contact the, CUSTOMER RELATIONSHIP CENTER, AT 1-800-392-3673.

For the 3rd time, I lobbied for a way to open communication channels to share feedback. No luck.

UPDATE DEC 8TH:

I had two phone calls with the Ford Executive Office. The second call was initiated by me to discuss a proposal. I was invited to send it in writing, which I did, on December 2nd.

Here is the proposal:

The Ford Bronco and/or Customer Experience Team and Bronco6g Forum identify Representatives (1 each) that will work together

o Bronco6g Rep Responsibilities:

§ Collects member-reported REPETITIVE issues with pictures, inclusive of significant Safety, Quality, Manf. or Performance items

§ Assembles data in a structured, sortable format

§ Distributes the collected information to the Ford Bronco/Customer Experience Team Rep, per an agreed-upon frequency schedule

o Ford
Bronco/Customer Experience Team Rep Responsibilities

§ Receives information from the Bronco6g Rep

§ Reviews information with the rest of the Bronco/Customer Experience Team

§ Distributes issues to the appropriate departments for awareness and possible entry into Ford’s RCCA system

§ Communicates, as appropriate, to Bronco6g on status or knowledge of resolutions

I asked if we could try the proposal out for 30 days.

Alas...here is the Ford Exec Office e-mail reply:

"Thanks for contacting Ford Motor Company and providing the proposal below. We researched your request and determined we already have a formal process in place. Our customer’s feedback is important and we appreciate the
information you provided."

I replied: "Thank you for your reply. What is the formal process for Customer Feedback you are referring to? Hopefully your response isn't, "Go see your Dealer". This process is not timely or satisfactory, nor does it represent the direct feedback to Ford Production we are offering."

Heavy sigh.

ORIGINAL POST NOV 28TH:

I wrote this e-mail to top level Ford Executives early this morning, as the Safety, Manf. & Quality issues escaping are bothering me:

"Dear Ford Executive Team,

I am writing to you today about an alarming and ever-growing list of manufacturing and quality defects related to the new Bronco, as posted by Bronco6g Forum members. Please spend some time reading this note, and viewing the attached pictures.

I am a retired Boeing Quality Leader, with 31 years of experience in Engineering, Manf & QMS, including Global Supply Chain. I have a Bronco WildTrak on order that has been reserved since July 14, 2020, and while I am excited to receive it, I am very concerned about the magnitude of safety and quality issues escaping Ford's QMS.

Let's talk about Safety first:

Customers are stranded on the road because radiator coolant hoses are rubbing on pulleys due to unfastened/loose clamps, or, wire harnesses are rubbing on the drive train because clamps are missing. Another was stranded because an alternator belt was installed smooth side down. Yet another had total loss of power because the Negative Battery Terminal was extremely loose. Repetitive reports of loose screws in the fuse blocks (pic attached).

Issues with the MIC 2.0 Hardtop are still rampant. Air pockets/delam, snakeskin, sharp edges cutting owners, significant water intrusion, gaps and seal issues, whistling to name a few.

One Customer received Black Diamond front seats and Badlands back seats. (Pic attached). Another had a hybrid driver's seat: Navy Pier back with Black vinyl front (pic attached).

Missing paint on the interior of the tailgate and fuel door (pic attached), as well as door hinges.

The items listed above are just a small sampling of recent Safety, Manf/Quality issues new Bronco Customers are experiencing. Below is my comprehensive checklist I will be using when I take delivery. These are all issues posted on the Bronco6g forum.

[This is where I inserted contents of my checklist I have been posting as of Nov 29th]. Ref:
https://docs.google.com/document/d/1bCKnGypjpN2g2Qz8UtEC1-eqGUeqm5g9fj0tdrady3E/edit?usp=sharing

Thank you for your time and consideration of my e-mail; I know you all must have very full plates. I welcome your responses, and, if there is anything I can help with please let me know.

Sincerely,

Cat
2 Dr WildTrak, Prod Scheduled week of 12/20/2021.
Order# 5203; VIN 1FMDE5CP4NLA74127"

Thirteen hours later, I received a call from Ford's Executive Office, expressing concern and they are taking this feedback very seriously. My e-mail has been making the rounds, and has been forwarded to Manufacturing for their investigation and resolution of each item to prevent recurrence. The Executive I spoke with agreed these issues should not have left Ford's Quality Management System.

Sometimes, in big manufacturing companies, the Executives don't get alot of feedback directly from their end-users. When they do, improvement actions can be swift. Let's hope this is the case with Ford.

Sadly, that number above doesn't help either. I can tell that the folks answering our calls are nearly as frustrated as we are. They just say, talk to your dealer.....and I explain that Ford won't talk to my dealer, either!! *sighs* is what I get. They know, and they can't help. I'd sure like to find the one guy/gal who decided to do total blackout on information. Someone does know, but can't tell. I'm 5 months sitting on the dirt, and there are 2-3 longer than me. So frustrating to not know anything. It's not too much to ask.

 

[Cat]

Sadly, that number above doesn't help either. I can tell that the folks answering our calls are nearly as frustrated as we are. They just say, talk to your dealer.....and I explain that Ford won't talk to my dealer, either!! *sighs* is what I get. They know, and they can't help. I'd sure like to find the one guy/gal who decided to do total blackout on information. Someone does know, but can't tell. I'm 5 months sitting on the dirt, and there are 2-3 longer than me. So frustrating to not know anything. It's not too much to ask.

I am so sorry you are still on Dirt Mountain. Some folks are getting success via Ford Chat Support, and this phone number: 800-334-4375.

 

[Headsong]

I am so sorry you are still on Dirt Mountain. Some folks are getting success via Ford Chat Support, and this phone number: 800-334-4375.

Thanks, Cat. That's our old # to get nowhere, sorry to say....again, very helpful and compassionate folks who can't do anything.

 

[Mac11]

My coolant hose was just tickling the pulley. ~1 mile after delivery. ~40 total miles on odometer. It appears I have all the retainers but maybe not.

I went ahead a re-engineered that for them with a zip tie.

 

[Cat]

My coolant hose was just tickling the pulley. ~1 mile after delivery. ~40 total miles on odometer. It appears I have all the retainers but maybe not.

I went ahead a re-engineered that for them with a zip tie.

Wow. Thank you for letting us know this issue still exists.

 

[NatureMan]

sounds like most of the shit is because Ford has dumbshit people working for them and blind people putting seats in.Kind of makes me not just Ford .

I thought about saying something political.

 

[Mtns2Climb]

UPDATE DEC 12TH:

Received another call this morning from the Ford Executive Office, advising me of their documented process to receive Customer Feedback.

We are to contact the, CUSTOMER RELATIONSHIP CENTER, AT 1-800-392-3673.

For the 3rd time, I lobbied for a way to open communication channels to share feedback. No luck.

UPDATE DEC 8TH:

I had two phone calls with the Ford Executive Office. The second call was initiated by me to discuss a proposal. I was invited to send it in writing, which I did, on December 2nd.

Here is the proposal:

The Ford Bronco and/or Customer Experience Team and Bronco6g Forum identify Representatives (1 each) that will work together

o Bronco6g Rep Responsibilities:

§ Collects member-reported REPETITIVE issues with pictures, inclusive of significant Safety, Quality, Manf. or Performance items

§ Assembles data in a structured, sortable format

§ Distributes the collected information to the Ford Bronco/Customer Experience Team Rep, per an agreed-upon frequency schedule

o Ford
Bronco/Customer Experience Team Rep Responsibilities

§ Receives information from the Bronco6g Rep

§ Reviews information with the rest of the Bronco/Customer Experience Team

§ Distributes issues to the appropriate departments for awareness and possible entry into Ford’s RCCA system

§ Communicates, as appropriate, to Bronco6g on status or knowledge of resolutions

I asked if we could try the proposal out for 30 days.

Alas...here is the Ford Exec Office e-mail reply:

"Thanks for contacting Ford Motor Company and providing the proposal below. We researched your request and determined we already have a formal process in place. Our customer’s feedback is important and we appreciate the
information you provided."

I replied: "Thank you for your reply. What is the formal process for Customer Feedback you are referring to? Hopefully your response isn't, "Go see your Dealer". This process is not timely or satisfactory, nor does it represent the direct feedback to Ford Production we are offering."

Heavy sigh.

ORIGINAL POST NOV 28TH:

I wrote this e-mail to top level Ford Executives early this morning, as the Safety, Manf. & Quality issues escaping are bothering me:

"Dear Ford Executive Team,

I am writing to you today about an alarming and ever-growing list of manufacturing and quality defects related to the new Bronco, as posted by Bronco6g Forum members. Please spend some time reading this note, and viewing the attached pictures.

I am a retired Boeing Quality Leader, with 31 years of experience in Engineering, Manf & QMS, including Global Supply Chain. I have a Bronco WildTrak on order that has been reserved since July 14, 2020, and while I am excited to receive it, I am very concerned about the magnitude of safety and quality issues escaping Ford's QMS.

Let's talk about Safety first:

Customers are stranded on the road because radiator coolant hoses are rubbing on pulleys due to unfastened/loose clamps, or, wire harnesses are rubbing on the drive train because clamps are missing. Another was stranded because an alternator belt was installed smooth side down. Yet another had total loss of power because the Negative Battery Terminal was extremely loose. Repetitive reports of loose screws in the fuse blocks (pic attached).

Issues with the MIC 2.0 Hardtop are still rampant. Air pockets/delam, snakeskin, sharp edges cutting owners, significant water intrusion, gaps and seal issues, whistling to name a few.

One Customer received Black Diamond front seats and Badlands back seats. (Pic attached). Another had a hybrid driver's seat: Navy Pier back with Black vinyl front (pic attached).

Missing paint on the interior of the tailgate and fuel door (pic attached), as well as door hinges.

The items listed above are just a small sampling of recent Safety, Manf/Quality issues new Bronco Customers are experiencing. Below is my comprehensive checklist I will be using when I take delivery. These are all issues posted on the Bronco6g forum.

[This is where I inserted contents of my checklist I have been posting as of Nov 29th]. Ref:
https://docs.google.com/document/d/1bCKnGypjpN2g2Qz8UtEC1-eqGUeqm5g9fj0tdrady3E/edit?usp=sharing

Thank you for your time and consideration of my e-mail; I know you all must have very full plates. I welcome your responses, and, if there is anything I can help with please let me know.

Sincerely,

Cat
2 Dr WildTrak, Prod Scheduled week of 12/20/2021.
Order# 5203; VIN 1FMDE5CP4NLA74127"

Thirteen hours later, I received a call from Ford's Executive Office, expressing concern and they are taking this feedback very seriously. My e-mail has been making the rounds, and has been forwarded to Manufacturing for their investigation and resolution of each item to prevent recurrence. The Executive I spoke with agreed these issues should not have left Ford's Quality Management System.

Sometimes, in big manufacturing companies, the Executives don't get alot of feedback directly from their end-users. When they do, improvement actions can be swift. Let's hope this is the case with Ford.

Just came across this now. I would like to express my sincerest gratitude to you for taking the time and initiative to do this. Reading this and seeing yours & mybikeisred's last note this morning on the 12/20 group really gives me a sense of comfort with the QC process....even though I'm still in production purgatory. Thank you!

 

[Cat]

A new check box for the delivery check list:
Matching wheeels
(While at it might wanna make sure they all have lugs nuts) b/c Quality is job #1 at Ford.

My friend in Canada realized they installed unwanted Wranglers on his WildTrak...at MAP!

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