Help! Ford just cancelled my 2021 order (reservation holder)

[Maximus3311]

UPDATE:

• I got a call Thursday from a guy at Ford Motor Company who is the Sales & Inventory Specialist (fka Zone Manager)
• He said he was personally overseeing resolving this debacle and coordinating with the dealership, field ops and production/plant.
• He said that there was a glitch and my dealer did not and was not doing anything screwy. That the team there is top notch and professional and a great dealer.
• He said he was personally coordinating everything today (Friday) to manually get my order back in the system and ensure that my “Private Offer Price Protection” was also manually fixed up.
• I asked him about what my priority code/status would be since my original date stamp was my reservation date of 6/4/2021 and my order was set to Priority 10.
• He said he was working with Field Ops / Plant to push my Bronco into production at a Priority Code 02
• He gave me his personal cell phone number in case there are any issues or I need help

I have to say after hearing all the horror stories, I am pleasantly pleased and feeling pretty good about my dealer and Ford resolution.

Is there anything else I should be watching out for or asking about that I am missing?

I love this! I've always said the mark of a good company isn't how they act when things are going great - it's how they act when things fall apart.

I have *a lot* of issues with this rollout (ordered in Feb 21 but somewhat mollified by the fact that I finally have a VIN) but stories like this at least make me a little more kindly disposed to them.

I've been following this thread because I know how I would feel after waiting over 2 years...and I'm really happy to hear that (a) your dealer didn't screw you and (b) at least someone at Ford is working to make this right for you.

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[Inlinejohn]

That's great! I was not clear on this ^^

You mean it showed up with more options that you originally ordered?

You said it was delivered in two weeks but haven't seen it - is it out of state so you just haven't traveled to pick it up?

My dealer found me a different Bronco and in fact my original order had been "balanced out" as FORD stated it. In their system it was still showing MY22/balanced out, even though we had all the paperwork that showed I'd been converted to MY23. So in the end the Bronco I'm getting is 1) more than my original order and 2) way more than my changed order when FORD sent out the threat announcement. So the Bronco I'm getting is built and awaiting shipping in a week or 2

 

[JWBroncoATL]

I love this! I've always said the mark of a good company isn't how they act when things are going great - it's how they act when things fall apart.

100% agree with that sentiment and have always thought that myself.

Assuming this all shakes out the way the Zone Manager says, I will certainly be writing to his boss and others at Ford celebrating him and the fact that he dove it to get messy, herd the cats at Ford (he rattled off literally 10 different people he was coordinating with) to fix this situation, take care of a customer and move mountains inside of a massive organization to make it right.

I have gone from considering writing off Ford and NEVER buying another Ford vehicle in my life to feeling great about them just because of this one guy. Fingers crossed he does have it on track, he comes through and my Bronco shows up in a few months. He literally asked me for a favor and that was that when I get it (finally) to take a selfie and send it to him (he gave me his personal cell phone #).

 

[Brumby]

I stand corrected. If this is all true and accurate then you are in great shape.

I think you might be right but the game was with the first order. It wouldn't have been beyond the dealer to sell the original order to someone else with markup and then place another order for you.

That happened to me on a Silverado last year. No one had inventory of anything so they resold my truck right after it hit the lot.

 

[omi205]

This is why I dont trust dealers. Its also why Manufacturers need to take better control of their image.

 

[Natethegreat1979]

Help! I just happened to check my junk email today (I rarely do) and found an email from Ford (see screenshot below) saying that my order (reservation from 2021) was cancelled.

I have been in contact with my dealer (who for the record I had just spoken to yesterday and had already previously ran my order through COVP earlier this year). He assured me the dealership DID NOT cancel my order.

He sprung into action to contact Ford and has assured me that I will not be loosing my order, that he is livid with Ford and that when he reached out, they told him it was a system glitch.

It is currently unresolved in that my reservation/order status at Ford.com still shows canceled. He assured me he is on it and that someone from Ford is supposed to contact me. We shall see.

EDIT: I personally contacted Ford Marketing where the Rep told me: "Yes, your Dealer did cancel your order. Contact them and have them put in another order for you".

I explained that I am a reservation holder from June 2021 and no, I will not be putting in a new order and requsted help. She told me there was nothing they could do and for me to contact my dealer.

I am sharing this in case anyone else with a pending order might have also had their order canceled from a "glitch" and hasn't checked their junk email.

Imagine having a two year old reservation/order that was cancelled without you authorizing it and not seeing the email in junk for months.

That's total GARBAGE! I don't know if this will assist but contact your local news station, see if they will investigate the dealerships business practices. Put pressure on the dealership, let Ford know your story has gained traction to light a fire under thier asses as well. These trolls have to know they can't treat honest folks this way! Again I'm sorry this happened to you and I hope this helps, if not my apologies.

 

[elleaggie23]

Help! I just happened to check my junk email today (I rarely do) and found an email from Ford (see screenshot below) saying that my order (reservation from 2021) was cancelled.

I have been in contact with my dealer (who for the record I had just spoken to yesterday and had already previously ran my order through COVP earlier this year). He assured me the dealership DID NOT cancel my order.

He sprung into action to contact Ford and has assured me that I will not be loosing my order, that he is livid with Ford and that when he reached out, they told him it was a system glitch.

It is currently unresolved in that my reservation/order status at Ford.com still shows canceled. He assured me he is on it and that someone from Ford is supposed to contact me. We shall see.

EDIT: I personally contacted Ford Marketing where the Rep told me: "Yes, your Dealer did cancel your order. Contact them and have them put in another order for you".

I explained that I am a reservation holder from June 2021 and no, I will not be putting in a new order and requsted help. She told me there was nothing they could do and for me to contact my dealer.

I am sharing this in case anyone else with a pending order might have also had their order canceled from a "glitch" and hasn't checked their junk email.

Imagine having a two year old reservation/order that was cancelled without you authorizing it and not seeing the email in junk for months.

This same exact thing happened to me!! I just posted about it!!! Have you had any luck?? I just emailed all the top execs after getting off the phone for an hour with the marketing team.

 

[elleaggie23]

here

https://www.linkedin.com/company/ford-motor-company/people/

this was exactly my experience. Simply "nothing we can do"

 

[Little Foot]

Help! I just happened to check my junk email today (I rarely do) and found an email from Ford (see screenshot below) saying that my order (reservation from 2021) was cancelled.

I have been in contact with my dealer (who for the record I had just spoken to yesterday and had already previously ran my order through COVP earlier this year). He assured me the dealership DID NOT cancel my order.

He sprung into action to contact Ford and has assured me that I will not be loosing my order, that he is livid with Ford and that when he reached out, they told him it was a system glitch.

It is currently unresolved in that my reservation/order status at Ford.com still shows canceled. He assured me he is on it and that someone from Ford is supposed to contact me. We shall see.

EDIT: I personally contacted Ford Marketing where the Rep told me: "Yes, your Dealer did cancel your order. Contact them and have them put in another order for you".

I explained that I am a reservation holder from June 2021 and no, I will not be putting in a new order and requsted help. She told me there was nothing they could do and for me to contact my dealer.

I am sharing this in case anyone else with a pending order might have also had their order canceled from a "glitch" and hasn't checked their junk email.

Imagine having a two year old reservation/order that was cancelled without you authorizing it and not seeing the email in junk for months.

Ford customer service is horrible and can do absolutely nothing for anyone other than to tell you what their computer screen says.

 

[wavydave]

I saw on the 5/15/23 Build Week thread that you just received your Bronco. The Official Ford Account even gave you a response.

So, have you already sent that selfie to the Ford Zone Manager?

 

[jon]

I saw on the 5/15/23 Build Week thread that you just received your Bronco. The Official Ford Account even gave you a response.

So, have you already sent that selfie to the Ford Zone Manager?

You were lucky! I had my Day1 reservation stolen by dealership and they change my order and then sold it to someone else and then told me oh, we can just build another for you. Very dishonest and also told me several other dishonest things about my reservation. Stay far away from KEN GARFF AMERICAN FORK UTAH

 

[HotLap]

OP, sorry you had to go through all of this with Ford, but happy to see you were taken care of and the Zone Mgr. stepped up, took responsibility, and made things right for you. Exactly what a company should do to keep customers happy!! Please post a pic of you new Bronco...

 

[JWBroncoATL]

I saw on the 5/15/23 Build Week thread that you just received your Bronco. The Official Ford Account even gave you a response.

So, have you already sent that selfie to the Ford Zone Manager?

I sure did!

 

[JWBroncoATL]

OP, sorry you had to go through all of this with Ford, but happy to see you were taken care of and the Zone Mgr. stepped up, took responsibility, and made things right for you. Exactly what a company should do to keep customers happy!! Please post a pic of you new Bronco...

Mistakes are an opportunity for an employee of a company to step up and take care of a customer. And the Zone Rep in Miami did so in spades! Ford is lucky to have him in their organization.

 

[HotLap]

Mistakes are an opportunity for an employee of a company to step up and take care of a customer. And the Zone Rep in Miami did so in spades! Ford is lucky to have him in their organization.

Nice Bronco, have a blast with it Sir! LET THE MODS BEGIN LOL, at first I was thinking the keypad was on passenger side, but picture is "flipped"...

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