Response from Ford about dealers converting Bronco reservations unexpectedly

[ReimundKrohn]

Never ever ever would have been a problem if Ford Corporate didn’t try to run the show and make this all about Reservations and Online ordering within an International Dealer network. I get that they want to take advantage of social media and online sales; but a dealer network isn’t set up for that. Imagine trying to run any Big Box store with Amazon as the intermediary on all purchases. The two have different roles and needs, and this Inbred Hybrid monster Ford is trying to create puts dealers in a terrible position. I certainly wouldn’t assume in this case a dealer did this to “steal an order” or “force a customers hand”. It may well have been done to ensure the customer gets the vehicle he reserved sooner rather than later.

Anyway, enough rant. If all Ford Dealers asked for a non-refundable Deposit and Signed Offer to Purchase like mine did, no one would be creating orders out of reservations on their own. Ford has been adamant that no stock orders are allowed; under some fairly substantial penalties. A deposit MUST be made a requirement for what amounts to a custom order.

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[BlueBronco]

UPDATE #2 (I know this a C&P from the other thread but incase somebody is only following this one)

Just got off with phone with Paula, a super nice lady at Ford Marketing, who called me to discuss the issue. She wanted to know if I had talked to the dealership and if they had converted my order back to a reservation. She also asked me to name names (dealership and individuals)! She said it still showed as an order on their end and if I needed them to process it for me then she could do so. I suggested leaving it alone to see if the dealership comes through or not. She suggested many times (minimum of 3 and probably more) that she was able to switch my dealership if I wanted too but I declined at this time. Seems like Ford is on top of this issue (thanks again Mike L) and is not to happy about. Now that I think about, I am not even sure how they got my contact info?? I did email Mike L and am guessing he must have passed it on.

 

[CDN Jen]

UPDATE.

My dealer finally returned my phone call minutes ago. After a bunch of fast talk on his end, I reminded him that I did not give him permission to convert my order. He offered up (really quickly I may add) that Ford has given them the ability to pull the order and convert back into a reservation. He said he would do so today and that it will probably take overnight to process but should show in my account tomorrow. I will keep an eye on it and update when it is back to a reservation.

Thanks for the info. I'll ask my dealer to do the same. I'd prefer fo

UPDATE #2 (I know this a C&P from the other thread but incase somebody is only following this one)

Just got off with phone with Paula, a super nice lady at Ford Marketing, who called me to discuss the issue. She wanted to know if I had talked to the dealership and if they had converted my order back to a reservation. She also asked me to name names (dealership and individuals)! She said it still showed as an order on their end and if I needed them to process it for me then she could do so. I suggested leaving it alone to see if the dealership comes through or not. She suggested many times (minimum of 3 and probably more) that she was able to switch my dealership if I wanted too but I declined at this time. Seems like Ford is on top of this issue (thanks again Mike L) and is not to happy about. Now that I think about, I am not even sure how they got my contact info?? I did email Mike L and am guessing he must have passed it on.

This was my experience exactly (Paula called me too after I emailed Mike L.). I decided to stay with my dealership (for now) and have Ford (not the dealer) revert my reservation. I want to start with a blanks slate and watch them put in my order so there are no surprises upon delivery.

So far I'm happy with how Ford is quickly addressing this.

 

[bomkrb]

My experience today while placing the order was this. The dealer needed to "activate" the process, once he did that, My reservation appeared as ordered. We then needed to wait about 30 minutes for the "order" to appear on the order system, and its there that we went step by step through the configuration. Could it be that the dealers know about this delay and they are kicking off the process in order to provide a better customer experience once they arrive at the dealership to order?

 

[JoeyD577]

There's a lot of variation in how dealers are managing this - some of that to be expected. My observation, partially from my own experience thus far, is that I think some salespeople just aren't wanting to spend the time needed with customers to get this done. On one hand, I don't blame them - you're being asked questions you may not have good answers to, selling a product you don't have, and spending time on a sale you hope closes 6-12 months down the road so you can actually earn a commission on it. These guys are used to hustling cars off the lot to get paid now. This is a different beast. But, I feel some lack an appreciation for the time customers are spending planning for a $40k-$60k vehicle purchase sight-unseen, that we've been waiting for since Ford hyped us up last summer. How many of you have made a purchase this size without being able to evaluate the product you were buying, either directly or a similar version? Probably few to none. I ordered my last F-150, but I could drive similar ones on the lot to know what I wanted. A little understanding and appreciation by both sides could go a long way in making this process run more smoothly. My salesman has been very short with me, and has not addressed most questions I have asked. Just seems annoyed half the time. That's a little bit of his personality (I've done deals with him before), but just a little better effort would make this a much better experience.

 

[shoelessjoe]

Tesla sells direct to consumer.

not in Michigan

 

[BlueBronco]

Could it be that the dealers know about this delay and they are kicking off the process in order to provide a better customer experience once they arrive at the dealership to order?

I am willing to give most people the benefit of the doubt but not in this case. The dealers knew (or thought) once the order was in the system it was locked from being moved and thus took a buyers negotiating power away. I am sure they were not just looking out for the customer and trying to save them time.

 

[shoelessjoe]

My dealership did it with my reservation. Went to convert my reservation yesterday and they said they couldn't submit my order. Called up Ford Bronco Specialist today to ask a few questions and switch dealerships and the young lady said you can't switch dealerships because your reservation has been turned into an order. Logged into Ford.com and it said my order was placed on 1/20/2021 and I didn't go into the dealership until yesterday. I never got an email confirmation saying that my order was placed?!?!?!??! If it's not resolved by Monday I will switch dealerships.

 

[orveezy]

McShady stuff like this really reinforces how much I hate dealerships. Dealerships are a waste of time and I wish we could just buy directly from the manufacturer.

 

[chtucker]

Tesla sells direct to consumer.

except in some states where they aren't allowed..

 

[ColdInMichigan]

And I just found that my dealer has converted my reservation without a peep about it.

I'm something less than overjoyed at the moment.

EDIT: removed dealership details to protect the guilty.

Varsity Ford did the same thing to my reservation

 

[jdogi]

Varsity Ford did the same thing to my reservation

I've decided to stick with them. They told me I could call Ford and have it moved back to a reservation. I decided to leave it be.

Basically, my salesperson there, with whom I've worked before, encouraged me to trust him. I said.. I do trust you. I don't trust that someone higher up the chain at your dealership isn't going to mandate some crazy new pricing policy at the time of delivery... handcuffing us both.

Obviously he knows his dealership's ownership/management better than I could. On several occasions when I've spoken disparagingly about dealerships in general, he has told me that Varsity isn't like that. I always laugh and he knows that I don't believe there can be any dealerships with integrity. He also knows that I would follow him to another dealership. Now, he's asked me to extend the trust that he's earned with me to the rest of the dealership. If he's willing to tie his reputation with me to the dealership, then I'm going to go ahead and run this final mile with him. They've never done me wrong in the past.

I've entertained the possibility that he's been a wolf hiding in sheep's clothing all this time, just waiting for the Bronco release to start screwing loyal customers. The I realized that somehow this Bronco thing has made me a bit unhinged.

If it goes south, he knows the wrath that will follow

 

[Joe Brony]

My dealer said they can just flip a priority level on an order to move it to MY22. Anyone hearing the same?

 

[Aragonite]

So what happens to my place in line if my dealer is being shady and I swap to another dealer? Am I put at the back of the line at the new dealer, or is it strictly based on reservation timestamp? If the latter, I would be bumping others down the list since I am an early reservation right?

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