More about Ford and the Mustang

I would like to take this opportunity to thank Scott Monty, the head of social media for Ford Motor Company for contacting me today after I directed a tweet @Ford about the customer service issues we are having and sent them a link to the blog post.
Scott took the time to discuss with me in email the issues as well as ideas and explanations for the VIN problems and hopefully get some things straightened out so that other customers will not have these issues in the future.
He took the time to actually understand what was going on and what happened originally.
There are quite a few companies out there that could learn from this. (I am looking at YOU Best Buy - but that is another story for another day!)
and now this leads me to the opportunity to post the picture of the Mustang !!
(gee I love excuses don't you?!)

I really am going to have to get another picture of her. 

This one where she is waving isn't the best..

The Continuing Saga of The Mustang, Fog Lights and Ford's terrible customer service in online ordering!

So I did receive a reply from Ford Corporate on the same day:

Thank you for contacting the Ford Motor Company Customer Relationship Center regarding the fog light kit for your 1999 Ford Mustang.

Ford Motor Company is concerned with the satisfaction of all Ford and Lincoln-Mercury owners. We regret the circumstances that have prompted you to contact us. However, to help us ensure that your concerns are properly addressed, we recommend that you reply to us with the following additional information to allow us to proceed. 

Address: 

City: 

State: 

Zip Code: 

Cellular Phone Number: 

Daytime Phone Number: 

Home Phone Number: 

Vehicle Identification Number: 

If you would prefer to provide this information over the phone, you may call us toll free at 1-800-392-3673 between the hours of 8am and 5pm, local time, Monday through Friday. Hearing impaired callers with access to a TDD may contact us by calling 1-800-232-5952.

Sincerely, 

Christie 

Customer Relationship Center 

Ford Motor Company

To which I replied with our address, phone number and "I see no reason to supply the VIN number on the car as it has nothing to do with the issue at hand."
I feel that there really isn't a reason to supply them with the VIN on the Mustang seeing as how it wasn't something they needed when we ordered the part and it really has nothing to do with the problem we are having.

I received another reply yesterday:

The information requested enables us to investigate the possible options that will directly address your request. In addition, this enables us to efficiently process your inquiry and update our records. Please provide the following information to allow us to proceed.

Vehicle Identification Number:

If you would prefer to provide this information over the phone, you may call us toll free at 1-800-392-3673 between the hours of 8am and 5pm, local time, Monday through Friday. Hearing impaired callers with access to a TDD may contact us by calling 1-800-232-5952.

Sincerely, 

Christie 

Customer Relationship Center 

Ford Motor Company

Now I am a little irked by this. What I am getting is that if I don't give them my VIN number then they aren't going to do anything about this situation.
I am still debating my reply to them on this subject.
I guess at this point however it really does not matter since we cancelled the order, however we are still waiting for the refund to show up in the account. I love how when you order something they get their money right away, however with a refund they can take their own sweet time. In Ford's case we were told that it could take up to 10 business days to show up.

I still may reply to Ford. Just to let them know I cancelled the order and that I really think their customer service needs some work. I should not have to give them my VIN number to get some sort of help from them. Honestly... Customer Service seems to be a thing of the past these days. Companies really need to rethink who keeps them in business. *shrugs* Guess we let them do it so we all only have ourselves to blame.

The Saga of The Mustang, Fog Lights and Ford's terrible customer service in online ordering!

We contacted Titus-Will Ford after finding the OEM fog light kit on their website that the boyfriend wanted to add to the mustang. The guy in the internet department told us there wasn't any difference ordering online versus over the phone with him so we went ahead and just did the order online.

This was March 3, 2010. The bank card was charged the full amount this day. $205.38.

About a week later with no email or anything coming in regards to the order the boyfriend contacted the internet department again to see what was up. He was told that they were trying to "locate the part" and would ship it asap when they did.

Fast forward a couple more phone calls with being told they would call us back and never doing so and then calls back to them and more of the run around.

Now it is March 24th. Ford has had our money for 21 days. We call this morning to be rudely told "We don't open until 8am!" and hung up on. Wow. Nice. So I of course shoot off an email to Ford Corporate that says:

We contacted Titus Will Ford here in Washington State in regards to ordering an OEM fog light kit for our 1999 Mustang. They told us that there wasn't really a difference ordering online versus over the phone, so we placed our order. This was March 3 2010. Our card was charged the full amount that day. It is now March 24th and still no part and no help with numerous phone calls either. We were supposed to be called back several times with no call at all, which had us calling back yet again. When we do FINALLY get in contact with someone we are being told they are "trying to locate" the part to ship to us. This morning on another attempt to contact the internet department we were hung up on after being rudely told "We don't open until 8am!" I feel that the ball has been seriously dropped on this customer service issue and would really like this handled as soon as possible. I also believe that some sort of compensation is due us for the hassle that this has become.

And that is all I can say since their webform limits how many words I can put in the field.

Meanwhile, the boyfriend tries to call again and after a couple of the messages that everyone is busy try back later, he gets a hold of someone who informs him that the fog light kit "still hasn't cleared for shipping". Wow, seriously??

He tells them to just cancel the order and give him back his money, today. We shall see. And I am not sending another letter to Ford about the cancellation. I can't wait to see if they bother to get back to me or if I am just blown off.

I'll keep you informed....