Ford parts winch order problem

[Broadcast Static]

I ordered a winch and mount from ford parts using my points and discount code over a month ago. The status says it is still in transit to dealer. A visit to the dealer revealed no new information or any effort on their part to escalate the issue, and the ford parts customer service has been equally useless only starting a case which they assure is of the utmost importance, however they can only sit and wait on a response from ford on how they would like to proceed. I don't want to cancel the order since a discount code and ford pass points were used and I doubt they will be refunded in any decent amount of time, I just want to get the parts I ordered. Does anyone have any other contacts I can try or a way to get a more detailed status on the order or the case looking into it? I am getting nothing from the dealer or the ford parts customer service other than "just wait it out"

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[Rough Rider]

Did you try the Ford Perfromance Parts help desk? I have heard good things about them...

 

[Broadcast Static]

Did you try the Ford Perfromance Parts help desk? I have heard good things about them...

Thanks I'll give them a shot

 

[Broadcast Static]

Did you try the Ford Perfromance Parts help desk? I have heard good things about them...

Unfortunately they said they can't track individual orders and told me to contact my dealer, so no dice there.

 

[flip]

If you ordered it on-line, the dealer is just the drop point and has nothing to do with the order or tracking it.

 

[Brian_B]

Yeah, welcome to the hell that is ordering Ford Performance parts online.

Lots of issues identical to this, and myself I'm 50/50 for orders just getting lost and stuck in limbo. I've had to reverse charges on my credit card for a set of skid plates that got stuck "in shipping" and the dealer never found them, and Ford Performance wouldn't cancel the order since they had "shipped"

Best you can do is keep calling the Ford Performance hotline, like you have been. That is mostly useless, I agree, but it builds a case if you need to do a charge back -- you can show you tried. Document what date/time you called and what was said or promised by the folks on the support line. (if I had a dime for every tech support person who said "I went the extra mile and called around and found out" ... some utterly useless piece of information that did nothing toward getting my order to me)

Also, check in person at your dealer - the stuff shows up on the truck, but none of it is marked as to where it goes, so they may have it crammed in a corner somewhere and not even realize it.

Lastly, if you get no luck either way, you have to go charge back route on your credit card. Which sucks. But that seems to be the only way you can get any traction once things get stuck in limbo. As soon as I started the charge back procedure, ~then~ someone at Ford Performance was able to figure out how to finally cancel my order. Funny how that works. And I went and ordered whatever it was from someplace else.

I only ever order directly from Ford Performance if the deal is so good that it's worth this potential hassle.

 

[flip]

Unfortunately they said they can't track individual orders and told me to contact my dealer, so no dice there.

What dealer is this being shipped to? If you are in KY, it's probably going to come out of the FAD in Cincinnati (assuming they had them in stock), if not, it will be shipped from another FAD to the dealer. If you have an order number they may be able to look it up at the FAD and let you know what's going on.

 

[Broadcast Static]

What dealer is this being shipped to? If you are in KY, it's probably going to come out of the FAD in Cincinnati (assuming they had them in stock), if not, it will be shipped from another FAD to the dealer. If you have an order number they may be able to look it up at the FAD and let you know what's going on.

Thanks for the info, I tried calling the FAD in Cincy and they said they are unable to track ford performance part orders and I would have to call ford performance directly. So it seems so far everyone is passing the buck

 

[Broadcast Static]

Interesting update, I was able to get a XPO tracking number from a chat on ford performance parts website, the first time anyone has actually been able to offer me any legitimate information. When following that tracking number it says that the parts were delivered to the dealer 2 days after I ordered the parts, again over a month ago. When I called them to confirm this they initially said they still show it as "in transit" but I told them I had tracking information and when it was delivered. At this point they said they would need to call me back because they're on a "30 plus acre facility and there's no telling where this might have gotten delivered."

After a while I decided to call the shipping company and try to see who signed for the delivery, which they were happy to send to me when I gave them a shipping number. Turns out it was signed by someone who according to linked-in is the inventory manager for the dealership. I tried multiple times to call them back with this updated information on who they might talk to about the delivery, but of course no one answered the phone and I have yet to get a callback from leaving voicemails, messages and emails. So at this point I think I'll just need to visit the dealer again with the printout of the delivery receipt and not leave until they either find the part or order me another one.

It really pisses me off that it has been there the whole time and yet no one there is competent enough to figure that out. Maybe someone swiped it, or its just sitting in a corner somewhere. But it's pretty obvious that everyone I've talked to has not lifted a damn finger to work on figuring this out for me.

 

[Brian_B]

It really pisses me off that it has been there the whole time and yet no one there is competent enough to figure that out. Maybe someone swiped it, or its just sitting in a corner somewhere. But it's pretty obvious that everyone I've talked to has not lifted a damn finger to work on figuring this out for me.

I totally understand.

Only thing I would say - while your dealer hasn't exactly been extremely helpful, it was Ford Performance and their utterly unfathomably bad "Ship to Dealer" process that puts them in a tight spot.

Crap just shows up on a truck at the dealer - unless they placed the order, they have no idea who it's for, or when they ordered it, or anything. Ford Performance should do a better job, all it would take would be appending a copy of the sales order with contact info on a shipping label or something, or an email to the dealer so they would know what to expect or who to contact when it gets in. That, or just let dealers offer the same discounts at the parts counter as Ford Performance does on their web site.

Now, I'm not exactly excusing your dealer from not at least peeking out on the warehouse floor. But keep in mind yours is one order, and they may have a handful of these arriving, without any info whatsoever, every single day - all stacking up in the warehouse with no info, no clue who to contact, no idea where they belong. In addition to all the parts and such you are ordering for your normal customers. Wouldn't take very long to just get overwhelmed by them.

The fact that it would be such a stupid easy fix and just doesn't get implemented for whatever reason is what really makes me angry.

 

[Broadcast Static]

They finally answered the phone today and I was able to give them the name of the person who signed for the delivery. At that point they were able to track it back to the regular parts desk who just shoved it in a corner and forgot about it. I'm stopping by today to try to pick it up.

 

[Brian_B]

Glad this worked out - I sympathize with the process

 

[BroncoChallenger]

They finally answered the phone today and I was able to give them the name of the person who signed for the delivery. At that point they were able to track it back to the regular parts desk who just shoved it in a corner and forgot about it. I'm stopping by today to try to pick it up.

Yeah I have had issues in the past with stuff like this, even when I order stuff at the dealership. The issue usually is, the managers know what's going on, but the grunts in parts don't always know - they're usually just out of high school and trying to make ends meet while they figure out their lives. I usually end up going in and talking to the service/parts manager (in my case the same guy) and he usually knows right where my stuff is.

I would suggest, in the future, calling in to the dealer you're having something delivered to, and let them know you're expecting it. It may or may not help, depending on your dealership.

 

[Broadcast Static]

Picked it up over my lunch break. I knew I was in the right place when one of the guys behind the counter looked at my bronco and asked me "you loading this thing in your jeep?"

 

[Blue Hen]

When I ordered my winch and had it dropped ship to dealer ( Sheridan Ford ). I was told that the dealer doesn't make any monies off Ford Performance items if ordered online. My dealer was happy to get rid of it since it was taking up space. They used a fork lift to load in back of truck. Sheridan Ford has been great to deal with service and parts.

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