Current Falcon Buying Experiences post Ford OZ announcement

westy73 · 12-06-2013, 09:44 PM

Hi all,

Just wanted to know if anyone has bought a new Falcon or derivative in the last 2-4 weeks ?

My old man has bought a ute with some good kit on it. Now the QLD dealer was all hot to trot and this was just prior (like 2 days) before Ford OZ's big announcement they were quitting.
Since then he has had no communication from the dealer at all. Is this common out there or a one off ?
Interestingly they were full on talking to him nearly daily up until they had signed him up for the new ute which was about 2 days before their statement and press conference.

Is this at all related to that announcement and dealers are just slacking it now ? Has anyone else had this recent experience from Ford dealers ?

Thanks.

Shonky. · 12-06-2013, 09:55 PM

car is sold, so the love is now gone

i don't believe it's related to the announcement

flappist · 12-06-2013, 09:59 PM

There will be new Falcons including a new model for another 3 years.

The Falcon will finish at the same time the Commodore finishes.

Just get out and buy one.................

SteveJH · 12-06-2013, 09:59 PM

Quote:

Originally Posted by westy73

Hi all,

Just wanted to know if anyone has bought a new Falcon or derivative in the last 2-4 weeks ?

My old man has bought a ute with some good kit on it. Now the QLD dealer was all hot to trot and this was just prior (like 2 days) before Ford OZ's big announcement they were quitting.
Since then he has had no communication from the dealer at all. Is this common out there or a one off ?
Interestingly they were full on talking to him nearly daily up until they had signed him up for the new ute which was about 2 days before their statement and press conference.

Is this at all related to that announcement and dealers are just slacking it now ? Has anyone else had this recent experience from Ford dealers ?

Thanks.

Wild guess, they have him signed up now and don't see any need for further communication until they have something to tell him about the cars' delivery?

stevz · 12-06-2013, 10:05 PM

Quote:

Originally Posted by flappist

The Falcon will finish at the same time the Commodore finishes.

Commodore is finishing in 2016? Wasn't Dowling the only one that was spruiking that crap?

http://www.caradvice.com.au/212678/2...ore-confirmed/

**DJR-351** · 12-06-2013, 10:07 PM

I spent $250k on a boat last April and have had only one contact with the seller since............what do you want/need or expect....?

westy73 · 12-06-2013, 10:17 PM

Quote:

Originally Posted by DJR-351

I spent $250k on a boat last April and have had only one contact with the seller since............what do you want/need or expect....?

I was actually asking is this normal customer service ?
I have a business myself and keep my customers informed on their purchases from me and then they get after sales service as well.

Obviously manners these days are simply dead. Interesting to say the least that so far all seem to think this is okay.
He hasn't got the car yet and I would think it manners (1 ph call a week) to update on progress of the car. This car was in the new car lot too by the way. He ordered a canopy for it but that's it so I am wondering do dealers just want the signature and the after sales is forgotten about these days ?

When I purchased my last Tezza the after sales was brilliant. I was kept right up to date until the day of delivery.

Dr Smith · 12-06-2013, 10:18 PM

Quote:

Originally Posted by stevz

Commodore is finishing in 2016? Wasn't Dowling the only one that was spruiking that crap?

http://www.caradvice.com.au/212678/2...ore-confirmed/

Doesn't say it's going to be a rwd large car in your linked article so even if the name lives on, what it's stuck onto is a global GM platform and that is all that's confirmed.

westy73 · 12-06-2013, 10:19 PM

Quote:

Originally Posted by SteveJH

Wild guess, they have him signed up now and don't see any need for further communication until they have something to tell him about the cars' delivery?

The car was in their lot. He ordered a canopy and was told the date it was to be delivered. This has gone by about 1 week and still no updates. So is that normal customer service from Ford dealers or what ?

stevz · 12-06-2013, 10:21 PM

Quote:

Originally Posted by westy73

The car was in their lot. He ordered a canopy and was told the date it was to be delivered. This has gone by about 1 week and still no updates. So is that normal customer service from Ford dealers or what ?

That sounds about right....

Dr Smith · 12-06-2013, 10:21 PM

Quote:

Originally Posted by westy73

I was actually asking is this normal customer service ?
I have a business myself and keep my customers informed on their purchases from me and then they get after sales service as well.

Obviously manners these days are simply dead. Interesting to say the least that so far all seem to think this is okay.
He hasn't got the car yet and I would think it manners (1 ph call a week) to update on progress of the car. This car was in the new car lot too by the way. He ordered a canopy for it but that's it so I am wondering do dealers just want the signature and the after sales is forgotten about these days ?

When I purchased my last Tezza the after sales was brilliant. I was kept right up to date until the day of delivery.

Has the dealer confirmed a delivery date to your father? To be fair, if they have and that hasn't changed in the time since what else do you expect them to call you about apart from maybe a call from the "options lady" to upsell rust proofing, alarm, tinting, fabric treatment, etc...

Edit: just read your reply above posted while I made mine. So yes I would expect a call for delays...then again I'd call rather then wait. Just as a matter of interest, is the canopy dealer fitted or a contractor coming on site or is it being sent out to a local installer?

westy73 · 12-06-2013, 10:43 PM

Quote:

Originally Posted by Dr Smith

Has the dealer confirmed a delivery date to your father? To be fair, if they have and that hasn't changed in the time since what else do you expect them to call you about apart from maybe a call from the "options lady" to upsell rust proofing, alarm, tinting, fabric treatment, etc...

Edit: just read your reply above posted while I made mine. So yes I would expect a call for delays...then again I'd call rather then wait. Just as a matter of interest, is the canopy dealer fitted or a contractor coming on site or is it being sent out to a local installer?

Dealer fitted.

Express · 12-06-2013, 10:45 PM

If my car was one day late let alone a week and I hadn’t been advised why, I wouldn’t be wondering, I’d be on the phone.

Have him phone them first thing in the morning.

A car already on the lot and is 1 week late with no courtesy call, that’s a shocker.

.

Dr Smith · 12-06-2013, 11:19 PM

Quote:

Originally Posted by Express

If my car was one day late let alone a week and I hadn’t been advised why, I wouldn’t be wondering, I’d be on the phone.

Have him phone them first thing in the morning.

A car already on the lot and is 1 week late with no courtesy call, that’s a shocker.

.

This is what I'd be doing...but in person.

**PG2** · 12-06-2013, 11:37 PM

Quote:

Originally Posted by westy73

The car was in their lot. He ordered a canopy and was told the date it was to be delivered. This has gone by about 1 week and still no updates. So is that normal customer service from Ford dealers or what ?

It is very ordinary service from the sales person. You would think that the sales person would be chasing this up as they haven't been paid for the car yet.

This isn't just normal poor service from a Ford dealer - this sort of service is across the industry. Even though not updating your Father in regards to delays concerning the delivery date is not generally normal even for a poor sales experience, the service you received from your sales person was generally the exception.

westy73 · 13-06-2013, 07:57 AM

Quote:

Originally Posted by PG2

It is very ordinary service from the sales person. You would think that the sales person would be chasing this up as they haven't been paid for the car yet.

This isn't just normal poor service from a Ford dealer - this sort of service is across the industry. Even though not updating your Father in regards to delays concerning the delivery date is not generally normal even for a poor sales experience, the service you received from your sales person was generally the exception.

Yes it's ordinary indeed. Think I will be telling him to get up their ribs today from some of the latter comments. I was hoping it wasn't just a case of now they aren't going to produce Falcon's post 2016 why bother pushing them syndrome.

Shonky. · 13-06-2013, 09:48 AM

Quote:

Originally Posted by westy73

I was actually asking is this normal customer service ?
I have a business myself and keep my customers informed on their purchases from me and then they get after sales service as well.

Obviously manners these days are simply dead. Interesting to say the least that so far all seem to think this is okay.
He hasn't got the car yet and I would think it manners (1 ph call a week) to update on progress of the car. This car was in the new car lot too by the way. He ordered a canopy for it but that's it so I am wondering do dealers just want the signature and the after sales is forgotten about these days ?

When I purchased my last Tezza the after sales was brilliant. I was kept right up to date until the day of delivery.

I don't really think its ok. If I did it in my industry I wouldn't have clients.

But I do think its typical and was simply answering your question.

I hope you and your old man find the experience more rewarding once the car is delivered. Enjoy

Poetic Justice · 13-06-2013, 11:21 AM

For the record, most canopies (the majority being ARB made) will take 3-4 weeks to be supplied.

westy73 · 13-06-2013, 03:48 PM

Quote:

Originally Posted by SCUD

For the record, most canopies (the majority being ARB made) will take 3-4 weeks to be supplied.

Nope. Challenger variety mate. And was told two weeks for delivery over 3.5 weeks ago. But again no update from them which I reckon is ordinary.

westy73 · 13-06-2013, 03:52 PM

Quote:

Originally Posted by shonkymofo

I don't really think its ok. If I did it in my industry I wouldn't have clients.

But I do think its typical and was simply answering your question.

I hope you and your old man find the experience more rewarding once the car is delivered. Enjoy

Mate I have owned only Falcons and Terry's. No need to sell me on the end product, same with the old man.....just lacking in customer service. This is what has grated me about Ford OZ for about the last 8 years. No customer service or lacking at best and also no marketing of their great Falcon and Tezza products. So frustrating.
You can't expect sell stuff if
(a) you won't display and advertise your product no matter how good it is
and
(b) if you don't follow that up with good customer service.

MITCHAY · 13-06-2013, 05:50 PM

Quote:

Originally Posted by Express

If my car was one day late let alone a week and I hadn’t been advised why, I wouldn’t be wondering, I’d be on the phone.

Have him phone them first thing in the morning.

A car already on the lot and is 1 week late with no courtesy call, that’s a shocker.

.

Exactly the problem. YOU should not have to ring up about it.

The dealer should email or call you to let you know of any delays and it would satisfy most people if they simply did that. And that goes for everything.

That is what customer service is.

I don't think it is reasonable however that a dealer contact you to tell nothing has changed in the status of an order. It's just a waste of time and makes no sense at all.

**DJM83** · 13-06-2013, 05:52 PM

With both my new car purchases in the last 2.5 years, my service from Ford has been fantastic, hasnt been one fault. Admittedly i knew the service manager at last dealer and when he left i left, but when i returned for any issues i may have had they were fantastic. With my current car (only 5 weeks old) they have been excellent nothing has been too much trouble and i dont know anyone at this dealer although they know who iam (Didnt buy first car from there). Also had 3 phone calls from Melbourne asking about my last car, and have already had one since i purchased this car.
IMO Ford have stepped up their customer service somewhat. Its funny how people have a go at them, but they are the ones that walk in with no interest in buying a new car of any sort and expect the world on a silver platter.
Keep up the good work Ford. Nice to see a heap of new ads for the new Kuga, its an awesome car.

westy73 · 13-06-2013, 06:39 PM

Quote:

Originally Posted by DJM83

With both my new car purchases in the last 2.5 years, my service from Ford has been fantastic, hasnt been one fault. Admittedly i knew the service manager at last dealer and when he left i left, but when i returned for any issues i may have had they were fantastic. With my current car (only 5 weeks old) they have been excellent nothing has been too much trouble and i dont know anyone at this dealer although they know who iam (Didnt buy first car from there). Also had 3 phone calls from Melbourne asking about my last car, and have already had one since i purchased this car.
IMO Ford have stepped up their customer service somewhat. Its funny how people have a go at them, but they are the ones that walk in with no interest in buying a new car of any sort and expect the world on a silver platter.
Keep up the good work Ford. Nice to see a heap of new ads for the new Kuga, its an awesome car.

It's obviously dealer related then because my old man's experience so far has been abysmal. He has owned Ford's all of his life and now into his 60's you think repeat customers would actually be of interest to the dealer. Obviously not in this case.

**DJM83** · 13-06-2013, 06:47 PM

Quote:

Originally Posted by westy73

It's obviously dealer related then because my old man's experience so far has been abysmal. He has owned Ford's all of his life and now into his 60's you think repeat customers would actually be of interest to the dealer. Obviously not in this case.

Yeah probably right there, id narrow it done more to the people. When i purchased my last car (LV XR5) the dealer where i purchased my ST wouldnt let me even sit in one so i went elsewhere. Then i proceeded to take said car back to them and same guy asked me what i was after and the story behind purchase, he wasnt happy.
This time im certain its a new DP and the sales guys were very competent and helpful, mind you it would have been a pretty easy sale.

Poetic Justice · 14-06-2013, 04:58 PM

People can only learn with feedback though - and not the type posted on a forum. I manage a new car sales department (not a Ford one) - and finding great staff is a real trouble so most dealerships will have the rogue sales person who is not fantastic at his job.

But unless you tell people like me about the people like him, I can't help to improve my business and the service you get from my sales staff.