Called Ford Marketing Got a Weird Answer

[MacDonald_Photo]

So I couldn't take it anymore and fired off a few tweets last week sharing my level of unhappiness with my Bronco being in limbo for the last month. Ford DM'd me and asked for some specific info (likely to verify I am indeed a legit reservation holder) then responded with this:
"Thank you for getting that information for me, Jamie. I will be escalating this case to our specialized Vehicle Reservation team. Your case number is CAS-XXXXXXXX-XXXXXX. For direct assistance regarding your case, I recommend contacting the Marketing Program Headquarters (MPH) at 1-800-334-4375, option 3. Marketing hours are 8:30 a.m. - 5:30 p.m. EST (Monday-Friday). Will A. Ford Service Team"

This was last Thursday.
I called today to see if this effort could yield any results and the person I spoke to on the phone looked up my vehicle and said, "I see it is in discussion currently so you should expect to see some sort of communication via email or through the Ford Tracker soon." I asked her what she meant by it is "in discussion" and she said that if that field on her screen is blank, she would not be comfortable telling the customer anything related to timing. If the field has that message (in discussion) her experience has been that the customer is notified of movement in the system via email and or tracker.

I am just curious what "in discussion" means exactly. It is an odd term to use and I asked her a couple of times about it and she repeated that specific phrase so I believe her system actually says "in discussion".

Has anyone else taken this approach? Using social media to escalate their case? If so, what was your experience like? Did you receive any useful information on your Bronco?

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[MacDonald_Photo]

Are they discussing whether or not I get my Bronco?

Also, they offered some sort of special lease incentive on my current lease.
Not sure what it is as they told me I need to call my dealership and provide them with this specific program number and code for me.
Wondering if they are planning on not getting me my Bronco any time soon and are extending my lease for less money or something. Hell IDK anymore LOL!

 

[noliveaxle]

i talked to a person at ford for my time line and was told it was To Be Discussed. i just assumed they saw TBD and made up their own term.

 

[604Bronco]

Oh, Ford Canada’s social media team is amazing!

I sent them a message on Facebook Messenger recently asking if my order I placed at my local Ford dealership will show up on my Ford.ca account (like my Ford Lightning reservation did). They asked for a bunch of information on my order - No problem, I sent them everything.

Then they respond with a Customer Service rep will email me in a couple days. Uh, ok, that’s fine.

Couple days goes by and I do receive an email. Essentially asking me how they can help me and that they’ll work with the dealership to resolve my question. Super - Thanks for not listening. I simply asked if my order will show on my Ford.ca account. This is not a dealership question it’s a simple yes or no.

They finally respond with some BS that my dealership will be able to provide the most up-to-date information blah blah blah and that the CR rep will follow-up with me in a couple weeks on my inquiry.

Why bother? You’ve turned my simple question into a convoluted mess.

As a (potential) first-time Ford customer, this entire process has been a dumpster fire.

 

[Oceannomad]

“In discussion” sounds like a canned message meaning a generic response they’re pushing to keep the public relations audience happy. The bit about your lease sounds positive though.

 

[Hooper]

I would think that they're trying to get you a bronco quicker. Perhaps bumps someone else to get you yours.

 

[11clayton]

“In discussion” sounds like a canned message meaning a generic response they’re pushing to keep the public relations audience happy. The bit about your lease sounds positive though.

I just got off the phone a minute ago w them and they said the same thing....that shipping is "in discussion" and it's a confirmed change from what they can see on their end.

 

[11clayton]

So I couldn't take it anymore and fired off a few tweets last week sharing my level of unhappiness with my Bronco being in limbo for the last month. Ford DM'd me and asked for some specific info (likely to verify I am indeed a legit reservation holder) then responded with this:
"Thank you for getting that information for me, Jamie. I will be escalating this case to our specialized Vehicle Reservation team. Your case number is CAS-XXXXXXXX-XXXXXX. For direct assistance regarding your case, I recommend contacting the Marketing Program Headquarters (MPH) at 1-800-334-4375, option 3. Marketing hours are 8:30 a.m. - 5:30 p.m. EST (Monday-Friday). Will A. Ford Service Team"

This was last Thursday.
I called today to see if this effort could yield any results and the person I spoke to on the phone looked up my vehicle and said, "I see it is in discussion currently so you should expect to see some sort of communication via email or through the Ford Tracker soon." I asked her what she meant by it is "in discussion" and she said that if that field on her screen is blank, she would not be comfortable telling the customer anything related to timing. If the field has that message (in discussion) her experience has been that the customer is notified of movement in the system via email and or tracker.

I am just curious what "in discussion" means exactly. It is an odd term to use and I asked her a couple of times about it and she repeated that specific phrase so I believe her system actually says "in discussion".

Has anyone else taken this approach? Using social media to escalate their case? If so, what was your experience like? Did you receive any useful information on your Bronco?

I got same reply a few minutes ago. I've been calling daily since 8/2 and this is the first time they've said anything other than, "I can see it's built but I have no further info"

 

[MacDonald_Photo]

I would think that they're trying to get you a bronco quicker. Perhaps bumps someone else to get you yours.

Well, that's not cool.
I mean I am a day one (early, within the first hour) reservation so....As long as I bump someone LATER than me then I'm fine with that.

 

[Theherofails]

I’d love to tell you what it means, but it’s in discussion.

 

[Baddie64]

I would think that they're trying to get you a bronco quicker. Perhaps bumps someone else to get you yours.

I think you forgot the wink emoji?

 

[BeastMode]

So I couldn't take it anymore and fired off a few tweets last week sharing my level of unhappiness with my Bronco being in limbo for the last month. Ford DM'd me and asked for some specific info (likely to verify I am indeed a legit reservation holder) then responded with this:
"Thank you for getting that information for me, Jamie. I will be escalating this case to our specialized Vehicle Reservation team. Your case number is CAS-XXXXXXXX-XXXXXX. For direct assistance regarding your case, I recommend contacting the Marketing Program Headquarters (MPH) at 1-800-334-4375, option 3. Marketing hours are 8:30 a.m. - 5:30 p.m. EST (Monday-Friday). Will A. Ford Service Team"

This was last Thursday.
I called today to see if this effort could yield any results and the person I spoke to on the phone looked up my vehicle and said, "I see it is in discussion currently so you should expect to see some sort of communication via email or through the Ford Tracker soon." I asked her what she meant by it is "in discussion" and she said that if that field on her screen is blank, she would not be comfortable telling the customer anything related to timing. If the field has that message (in discussion) her experience has been that the customer is notified of movement in the system via email and or tracker.

I am just curious what "in discussion" means exactly. It is an odd term to use and I asked her a couple of times about it and she repeated that specific phrase so I believe her system actually says "in discussion".

Has anyone else taken this approach? Using social media to escalate their case? If so, what was your experience like? Did you receive any useful information on your Bronco?

I spoke with Ford Canada last week and he said he was escalating my case as well and someone would call me back within 4 business days. He ended up calling me back a few mins later and said that because my build doesn't have an eta his supervisor said they can not escalate it. My dealership can see that it was produced on July 15th and they had a eta of July 19th.

 

[brettf22]

I also went through the Twitter DM route. Told them my entire story of delays, checking the tracker constantly, etc. Same response: asked for more info, asked for preferred communication method, then told me a "Customer Service Representative" would contact me to discuss. When I finally got an email from this Customer Service Representative, the only info she provided was to ask ...

"Have you check vehicle status online?"

Oh, wait, we can check the status online? Who knew!

Obviously she hadn't read (or been told) any of the info I provided. It's been radio silence since then.

 

[MacDonald_Photo]

I also went through the Twitter DM route. Told them my entire story of delays, checking the tracker constantly, etc. Same response: asked for more info, asked for preferred communication method, then told me a "Customer Service Representative" would contact me to discuss. When I finally got an email from this Customer Service Representative, the only info she provided was to ask ...

"Have you check vehicle status online?"

Oh, wait, we can check the status online? Who knew!

Obviously she hadn't read (or been told) any of the info I provided. It's been radio silence since then.

Call back!
Also, on Twitter did they give you a case number to reference?

 

[Hossamus Prime]

Have you asked to speak to their manager yet?

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