I have a couple more Ford Mustang Mach-E-related stories to share, and these will provide balance to some recent articles I've written sharing the stories that Joe and Kara shared with me. Joe and Kara's
Joe and Kara’s stories opened up a floodgate of comments, ranging from people sharing their own horror stories to others sharing how they’ve had nothing but good experiences. Some have also accused me of making up the stories just to boost Tesla and bring down Ford.
Along with Laurence, I had someone who works for Ford reach out to me to share his thoughts on Kara’s story as well as the processes of his particular dealership that are different from most others. Chandler has been a car salesman at a Ford dealership for the past few months and has an extensive background in customer service. The following are his thoughts:
“This is where product knowledge during walk-around is huge. This is the time where we walk around the vehicle pointing out different features and options that fit specifically to them. Next, we get them on a test drive. Once they’re back, it’s time to work numbers. A lot of dealerships across the country are marking up new vehicles right now due to the lack of inventory, ourselves included.
Chandler also shared his thoughts on Kara’s story. He told me that it sounded like more of a unicorn story — one of those rare types that happen every once in a while. He pointed out that every car salesperson who works for Ford is required to be fully trained in product knowledge. “In terms of the management incorrectly handling the rebate, it sounds more like a profile of bad management than anything else. Poor management is the root cause of the issues in the story and it’s quite obvious. The managers lacked in making sure that their employees were able to complete an adequate walk-around, lacked communication in getting with customers when they said they would, and then blatantly treated the customer like shit.
“Ford corporate doesn’t dictate who manages the sales and financial departments, that is up to the General Manager, Owner, and CFO of either the dealership or the auto group. The best thing to do in her situation would be to contact someone higher up in corporate and let them know about the poor situation, and hopefully, they’ll put the good name of the business first and make things right.
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