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

[Firefight911]

Truly unfortunate, albeit not surprising, response with your update.

it resonants over and over as to how Ford was portrayed in ‘Ford v Ferrari’. If only we could get someone into the GT40 and scare the bejesus out of them and then explain to them that the silos and layers of chaff that is interfering with real response, understanding, and change of a broken culture.
Cat, chin up and take solace in the forever grateful family we have here and the appreciation of so many of us who appreciate your efforts to make Bronco better.

Thank you!

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[Heffe66413]

With 200000 reservations on the new Ford 150 lightning do you think Ford is setting itself up for another fiasco?

 

[Smheard]

With 200000 reservations on the new Ford 150 lightning do you think Ford is setting itself up for another fiasco?

As one of those 100,000, absolutely it will be a shit show on repeat.

 

[phocion]

Thanks, @Cat, for trying to establish more effective communications.

Too bad Ford isn't interested.

As someone else with a couple decades of experience engineering at big firms, it baffles me why Ford isn't being more transparent with their enthusiast customers. I guess being a century-plus-old firm with strictly defined labor, regulatory, and sales practices, they are somewhat stuck in their ways.

They want the dealers to be the touchpoint for customers. And most dealers don't want to hear anything from a customer unless it's time to sign on the line which is dotted.

 

[mpeugeot]

They are consistent with their tone deaf responses... But at least they are predictable.

 

[mpeugeot]

Excellent write up. Appreciate you taking the time to pen this and send it off to Ford. You realize of course they will now be offering you a job.

Well, it was all going swimmingly until Cat actually stated that she wanted an actual resolution to the problem... At that point, they firmly slammed the door in her face.

 

[airishfan]

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 .

 

[Beach_Bum]

Thank you- You are making a difference! I’m hoping I have better luck with my Black Diamond arriving next week. Had a ton (15ish) of annoying non mechanical issues with my 2020 Explorer ST. These photos show the visible issues— the horribly misaligned Explorer emblem and a huge gap that grew larger between hood and grille/headlight that actually required them to disassemble the front end of the body and reinstall the radiator support. (Stormy day purchase and I didn’t catch the defects)

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.

 

[heavyD]

It's kind of shocking that Ford has no quality control but here we are. As has been said it's kind of amazing that these cars start, steer, and run without going up in flames. How exactly could nobody catch the Explorer emblem put on like that? I believe humans are responsible for putting them on so the person that did that probably laughed as that was their IDGAF gift to an unfortunate owner

 

[Efthreeoh]

Thanks, @Cat, for trying to establish more effective communications.

Too bad Ford isn't interested.

As someone else with a couple decades of experience engineering at big firms, it baffles me why Ford isn't being more transparent with their enthusiast customers. I guess being a century-plus-old firm with strictly defined labor, regulatory, and sales practices, they are somewhat stuck in their ways.

They want the dealers to be the touchpoint for customers. And most dealers don't want to hear anything from a customer unless it's time to sign on the line which is dotted.

No offense meant to Cat by any means, but did you really expect a major automotive company to be interested in a customer's comments (regardless of her professional qualifications and good intentions) on manufacturing quality at MAP? I know my (recently former) company where I worked on major engineering programs would not be interested in an unknown third-party offering comment and help on one of our projects.

I get it B6G is an open public social media platform and drama abounds. But in the real world of real business, the fifth-largest automotive Corportation that has over 100 years of experience in automotive engineering and manufacturing, which has thousands of qualified staff to resolve a few minor quality issues, will look in-house to correct the few noted issues with the Bronco at its initial manufacturing start up. This would be true in any business; none would just accept a "walk-in" to help with issues it knows it can solve.

 

[Efthreeoh]

Mismatched wheels spotted on my
commute….

This is what I mean about drama. So you see two Broncos on a private auto carrier, which indicates that these two units are in local transport from one dealership to another. From the pic, you have no idea why the spare looks different than the other wheels. It could be simply the bead lock ring is missing, or there was an issue with one of the tires and the spare tire was changed out temporarily.

But you assume it is a MAP manufacturing QC issue.

 

[Badlands2015]

This is what I mean about drama. So you see two Broncos on a private auto carrier, which indicates that these two units are in local transport from one dealership to another. From the pic, you have no idea why the spare looks different than the other wheels. It could be simply the bead lock ring is missing, or there was an issue with one of the tires and the spare tire was changed out temporarily.

But you assume it is a MAP manufacturing QC issue.

Well, what I actually see is a Bronco with 4 Sasquatch wheels and one Wildtrak wheel on the back spare. The bronco logo is also blacked out which indicates that it is a Wildtrak Bronco with the wrong wheels. I observed this while driving by.

No drama to my post at all, just a simple observation. If you don’t like the forum or it’s content you are free to leave it after all.

 

[Smheard]

This is what I mean about drama. So you see two Broncos on a private auto carrier, which indicates that these two units are in local transport from one dealership to another. From the pic, you have no idea why the spare looks different than the other wheels. It could be simply the bead lock ring is missing, or there was an issue with one of the tires and the spare tire was changed out temporarily.

But you assume it is a MAP manufacturing QC issue.

As someone who took delivery of a First Edition last week I'll tell you about drama. So step off that high horse and come down and try and find the piece of metal that is rolling around in my roll bar over the back seat. What about the unfinished edges of my MIC 2 hard top? So as someone who's been here for less than six months maybe you should.......... well I'll be polite.

 

[Jdc]

But in the real world of real business, the fifth-largest automotive Corportation that has over 100 years of experience in automotive engineering and manufacturing, which has thousands of qualified staff to resolve a few minor quality issues, will look in-house to correct the few noted issues with the Bronco at its initial manufacturing start up. This would be true in any business; none would just accept a "walk-in" to help with issues it knows it can solve.

I agree with you that most businesses wouldn't accept outside help, but pointing out Ford's 100 years of experience doesn't help your argument. You'd think a 100 year car manufacturing company would have their sh*t together but this roll out is a great example of how they don't. Sure the pandemic is to blame for a lot of their issues but I'm starting to feel like it's just magnifying issues that existed prior to the the pandemic. It still blows my mind that the B&P page was such a mess when they first rolled that out and somehow over a year later it still has issues. As someone who works in the software industry I get that they're a car company and not a tech company but sheesh it's not a crazy complicated page. Then there's the terrible Ford Explorer roll-out which happened prior to the pandemic. There are things I'm willing to overlook because of the pandemic but some of these issues just seem so basic and really put into question their "100 years of experience".

 

[Wanted33]

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.

Well, it was a valiant effort you put forth Cat. Sadly, Ford corporate fell back (like most executives do) to what is comfortable for them. They would rather stick with something that isn't working instead of admitting they were wrong. Been there, seen it, and it is quite infuriating. Thanks for trying ma'am.

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