Hello,
I am not a Ford owner (yet) but I did preorder a Ford Mach-e mid-July of 2021 after doing some extensive research on the vehicle. I am looking forward to the day the vehicle will be built and ready for me to pick up, however, I am now concerned about the Ford brand given the recent experience I have had with Ford Customer Service which has been one of the poorest I have experienced to say the least.

I am trying to get information about my order which has been in “Order Accepted by Dealer” status for two and a half months now. Contacting the Ford Dealer was of no use as they do not have any details beyond the information that the order has been submitted for production with Ford Company.

Calling Ford’s Customer Service has been of no use either as they do not seem to have access to that information either. I was assured however by Ford’s Customer Experience Specialist that they will submit a request with their supervisor who would call me back in 1-2 business days. The supervisors never called back not once or twice, but three times I called Ford’s Customer Service. I asked during each call if I could be forwarded to a supervisor on duty and the first time, I was told by the Customer Experience Specialist that the supervisors were in a meeting on the first call; the supervisor had left for the day during the second call; and “Customer Experience Specialist can only leave messages for the supervisors but cannot forward calls to them” during the third call.

I tried to get some help via Ford’s Chat option and even sent a message in Ford’s Facebook page. In both cases I was told that they could not assist and directed me to continue working with Ford’s Customer service even after I explained that Customer Service did not respond the three times I reached out.

I have to admit that people I spoke or communicated with were very cordial and I could also sense frustration where they were trying to do their job, but their supervisors kept dropping the ball.

I am trying to get a sense on the following questions from anyone on this forum:

- Is the poor customer service I have experienced from Ford an exception, or is this the norm?

- Does anyone know how to escalate my case beyond an entry level customer service agent? I phone number, e-mail address, other means?

- I am contemplating if this experience is a warning for me to stay clear of the Ford Brand. Thoughts?

Thank you in advance for any advice you may have!

 

Only input I can give is that Covid really really screwed up orders of vehicles due to shortages of parts, we just got a bronco order that was around 8 months later delivery then what it was suppose to be when it was ordered.

 

Thank you Scott! Delays on orders are expected and understood. I was simply taken aback by the lack of response and communication to customers. I have never experienced a situation where customer service does not call back after multiple attempts and there is not path to escalate.