Well got a call from a CSR from Ford on Monday and I expressed my concerns and frustration of my car sitting for five going on six weeks now.
She said she would look into it and call me back on Friday, today, with some information.
The CSR called me back today to tell me that the person she contacted earlier in the week to get the status and information on my car never got back to her and had left early today and would no be back until Wednesday.

Pretty much what I expected.
I see Ford is no different than any other finely tuned big corporation.

Now I am wondering which will happen first.
Getting the information about my car or actually getting the car

I would not shock me to get the car and a few days later to get a call from Ford letting me know the cars is on its way.

 

I think a great idea would be to send an email to the marketing director at Ford and express your dissatisfaction to them. If you're upset (which I don't blame you for), seems like the low hanging fruit of FMC customer service aren't the people to talk to.

 

Just find one at another dealer and buy it off the lot, the stock units are getting delivered to the dealers more and more.

 

What I don't understand is how lot cars are arriving before most pre-order cars. It's like going to a busy restaurant that you've made reservations for, only to watch people that just walked in from the street get a table before you do.

PRE-order, Ford.

 

The worst part isn't the waiting. It's not having a clue how long you will have to wait. The sales manager at my dealership says once it's loaded on a train he can say about how long it will take. But there's no way of telling when it will get shipped.

 

This is my problem as well. Went to complain to the dealer yesterday, as I ordered on 4/20 and still don't have a VIN. Dealer agreed with me that, even after I get a VIN, it will still be about 6 weeks until I get the car.

 

If I knew where to send the email to I would.
But all I can find is the generic Ford customer service email address.

 

Ford Motor Company General Information/World Headquarters: 313-322-3000
Ford Employee Directory: 313-322-4111

I wonder if I called these numbers and asked for the Head of Marketing or maybe even the CEO if I would get anywhere.

 

Ken Czubay
Vice President
U.S. Marketing, Sales & Service
U.S. Sales & Marketing

Frederiek Toney
Vice President
Ford Customer Service Division

Any Idea on how to directly email either one of these people ?

 

I always buy lot cars because I am not very picky and I can't stand being at the mercy of the manufacturer. Maybe if the process were a little easier, I'd be more open to it. Wish you the best of luck!!

 

Sounds like you found who to talk to. As far as where to send the email, I don't know.

 

Well I found some email addresses for the Executives at Ford.


Ken Czubay
Vice President
U.S. Marketing, Sales & Service
U.S. Sales & Marketing

Mark Fields
Executive Vice President and President
The Americas

Now we will see if the email addresses work and if I get a response back.

 

I think I'd email Ken and Frederick before I bothered Mark Fields. Those are the people who would be more involved and try pulling for you IMO.

 

Got a response from Mark Fields already.
Apologized for any problems and said he would have someone call me early next week.

 

Good for you!

I too an waiting for my car. Ordered 1/27/10, built 5/5...ETA's 5/15, 5/23, 5/22..now in ramp 51 limbo with no status change. I am not thrilled about waiting, but not having any information as to why my car has not shipped is very upsetting. I don't think keeping customer's in the loop is too much to ask.

 

Glad to hear you took the initiative to bring this up. Hopefully something positive comes out of your efforts.

 

The problem I have with this, is so very few people special order their cars. But Ford knows **** well a LOT of people were going to special ordering 2011 Mustangs, and these are some of their most diehard fans/followers. They should have a few people dedicated to just handling special order inquiries, not a generic customer service line. There can't be more than a few thousand cars in this purgatory period. It wouldn't take more than 5-6 people to handle this stuff on a daily basis.

 

I talked to Ford CS yesterday, they were nice, but there is a change from a couple weeks ago. I didn ask details, just if the ETA was still listed at 6/1. I also stopped by my dealer today, he said no news except they are not releasing cars. He also said, hes missing 6 Mustangs as well. Ron

 

Spoke with my dealer yesterday, who confirmed the hold to around June 20...No reason was given for the hold...

 

try kczubay@ford.com and ftoney@ford.com - past experience was first initial/last name(truncated at 8 characters if long name at ford dot com). if it bounces back, put a 1 before the @ , and knock off a letter if needed to keep 8 character total maximum...I went nuts over this allocation/vin/status BS back in 05, spent way too much of my free time just trying to figure out where the heck my car was. Media.ford.com site has bios on all the execs, above email structure usually works, only one I couldnt figure out(in 05) was francisco codena...but I managed to get some help from some others.
take a look over at blueovalforums.com in the 'management' thread, I found a bunch of info thats been a sticky there for years...a guy named "Kzinti" was helping us lowly would-be ford ordering folks find out in the black hole system ford has been so generous to give us, unfortunately ford pulled the plug on him- likely because of a few dealers complained after being caught lying...one guys vinned car 'never got built', but lo and behold he found how it was dealer traded at over msrp before it ever arrived- shoddy dealers pulled a lot of that crap, they dont want folks to know...its just sad fedex can track a envelope in real time anywhere on earth, yet ford cant(wont) help customers track a 25-40,000 dollar purchase...until ford figures out the dealer is NOT the customer, its unlikely to change- till that time, the dealer is fords customer, the buyer is someone elses problem.

Kzinti helped out a LOT (I think it was over 10,000 tracked vins before the big forum crash) of ford buyers, and after Ford shut him down, they did apparently see the light a little bit- and added something called 'dealer visibility' that was a little closer to the 'TEMS' computer access info K had...they shoulda kept him and his cohorts online IMO, it was very cool having a anonymous 'friend at the factory' that would cheerfully cut thru the BS and give you a straight answer. I found out about him about halfway thru my quest, and while I know I was obsessed for a while, his updates were cool as heck...getting a window sticker 3 weeks before the car was even built- even my dealer said 'bs' till I showed it to them

EDIT:
just saw the rest of the thread, and you got a msg from Mr.Fields- how cool
do us all a favor, if someone from regional calls, look at the Kzinti poll/thread over at blueovalforums.com, and point it out to them...I spoke with a Dennis Leonard(regional rep for 'pittsburgh' region, it includes our part of ohio), and Darrly Hazel( has been pres/vp of various divisions) sent me back a nice letter back...theres a lot of 'goodguys' at Ford, and they all seem to agree that if they had been in my(and thousands of others) shoes during the feeding frenzy of 05 (the 99 dealers in the pittsburgh region had to share 6 gts a week back in 05- the wait was horrible), they also woulda liked the info Kzinti was sharing...it was just too cool, still cannot believe Ford corporate didnt run with it...dealer pressure is the ONLY reason I could ever fathom as to why not- truth hurts sometimes, but IMO it coulda quickly weeded out the bad dealers that give the rest(and Ford) a bad name...