Kevin was very helpful and responsive to my needs. - gh8toes
Kevin was very helpful and responsive to my needs. My truck had been cleaned prior to delivery, however, you could still see the signs of the truck sitting for 2 1/2 months in the Rouge fallout zone. You can't blame Suburban for this, it will take a lot of time and effort to get the Rouge fallout dust off all the little surfaces and nooks and crannies. Even the little storage box in the left rear of the bed had that Rouge dust in it. I don't blame Suburban's prep department for this, I blame Ford Motor Company for the long delay in shipping vehicles. Even after they released the trucks for shipment, mine sat for another 5 weeks before the trucking company finally delivered it to Suburban. All the while it sat, the trucking company was delivering newly produced trucks that had just rolled off the assembly line to the dealers. Ford is at fault for not having any performance standards for the truck haulers, and monitoring how long vehicles sit after Ford has turned a vehicle over to them for delivery. People that had placed orders 6+ months earlier and had their vehicle produced, received, no priority handling on the part of Ford. It seemed Ford was operating a FILO system. I have never seen a new vehicle launch, that was supposed to be just a refresh, handled so badly by any manufacture. Ford fell flat on their face with this one. The Ford vehicle order tracking website was totally worthless and rarely updated. Loyal Ford customers that pre-ordered early, which allowed Ford to efficiently schedule their production, received no loyalty from Ford when it came to getting their order delivered. "Customer Service" is no longer in the vocabulary of Ford Motor Company. Kevin did everything he could to speed the delivery of my truck, but he and Suburban were at the mercy of Ford's poor performance and lack of standards for the final delivery process. Ford should have been prioritizing special orders over stock orders and running a FIFO shipment process to assure the earliest produced vehicles received priority over the new trucks just rolling off the assembly line. Shame on you Ford! Instead of being an enjoyable experience ordering a new truck, it was an endurance test, all thanks to Ford's lackluster customer service.
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