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FordDirect: Ford's Greatest Hindrance?

Mid-Grade Ford

Rust & Dust
Oct 20, 2015
25
7
First Name
Abe
It's unbelievable how incompetent the people over there are. I've never met a rep who had an above avg knowledge of tech. They don't even know about car sales. Seems like they are hiring randoms off the street and giving them no training. I literally spent 45 min on the phone w my FordDirect support specialist trying to explain to him what a window sticker was and how the difference between top line MSRP and the other MSRP. After 45 min, I still don't think he understood. :(

They don't even have reading comprehension skills. It usually takes me 2-3 emails saying the same thing in diff words before they understand what I'm talking about.

We can't even change the hours on our own website without going through FordDirect. It takes them a few days to do it and, no joke, half the time we request to change our hours, they get it completely wrong and we end up with our site saying that every dept is open from 9-4 mon-friday.

Every product they push is a dumbed-down version of some better product offered by a real tech company. And when you get the product through FordDirect, then you get the special FordDirect support team (aka worse than useless). You have no bargaining power with the vendor because you are not the client, FordDirect is.

I'm trying to move away as many of the FD products as possible, but they hold you hostage. As far as I know, the only way to get the rebate information on your website is to pick a FD website vendor, which then means that your website vendor is guaranteed to not give a shit about any complaints you might have.

The day Ford fires the CEO and/or eliminates the company altogether is the day I buy more Ford stock.

Anyone else have the similar issues with them?
 

Dan Sayer

Boss
Dec 4, 2009
147
130
First Name
Dan
@Mid-Grade Ford, you really have this in the wrong Forum category. Although I can relate to some of your frustration, this is a rant and it is a little hard to take you seriously if you use an alias on this Forum. Our FordDirect rep, who covers three of our stores, is perhaps one of the best reps we've ever had across all agencies and vendors that we use. I have personally spoke with and exchanged emails with the CEO, and her staff, and she is extremely interested in making FD a better entity than it was 4 to 5 years ago. I would encourage you reach out to her or her staff before trying to solve via this route.

As for the issues you are having on the sites, you need to learn how to use the website features provided to make those changes yourself. If your provider doesn't allow, then either upgrade your package or switch vendors.

If you are having a conversation regarding high MSRP I would assume that it is missing from your feed. It is your responsibility to make sure that high MSRP is both input and mapped within your feed.

And, before you start trashing vendors for never having sold a car, keep in mind that you've never sat in their chair (assuming). It is a flawed idea that your OEM vendor is less effective having never been on the retail side.

Again, reach out to FD upper management and see if you can have a conversation that moves you towards a better place.
 
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Reactions: Jessica R and Zhendrix

Mid-Grade Ford

Rust & Dust
Oct 20, 2015
25
7
First Name
Abe
No matter which FD website vendor you choose, you cannot change your own business hours through the website. You have to email your FD rep so they can email other people and then they can change it. Somehow someone in this chain seems to screw things up about half the time. This is a small complaint, but reflective of the experience of working with FD as a whole.

Would love to switch website vendors but FD holds you hostage with rebate info so we are stuck with whatever they offer us.

I have complained relentlessly to all of our FD reps. Never thought to email their bosses because I assumed they were relaying my complaints. Who knows though. In my experience, I can complain to all I want to the FD vendors and they don't give a rat's ass. But if I trash them here on DealerRefresh, then I can finally get a bit of attention - possibly even get them to improve themselves.

Just wish FD would quit forcing upon us these vendors with substandard services. In my experience, the some of these vendors I'm complaining about actually offer good service when you are an individual client and not one lumped in with the FordDirect dealers.
 

Dan Sayer

Boss
Dec 4, 2009
147
130
First Name
Dan
No matter which FD website vendor you choose, you cannot change your own business hours through the website. You have to email your FD rep so they can email other people and then they can change it. Somehow someone in this chain seems to screw things up about half the time. This is a small complaint, but reflective of the experience of working with FD as a whole.

Would love to switch website vendors but FD holds you hostage with rebate info so we are stuck with whatever they offer us.

I have complained relentlessly to all of our FD reps. Never thought to email their bosses because I assumed they were relaying my complaints. Who knows though. In my experience, I can complain to all I want to the FD vendors and they don't give a rat's ass. But if I trash them here on DealerRefresh, then I can finally get a bit of attention - possibly even get them to improve themselves.

Just wish FD would quit forcing upon us these vendors with substandard services. In my experience, the some of these vendors I'm complaining about actually offer good service when you are an individual client and not one lumped in with the FordDirect dealers.
You can change your hours on the DDC FD sites. We just did when our hours went back to normal for July and didn't have to reach out to our rep or FD or DDC. Do you have a DDC FD rep (separate from your FD rep)? Email me at [email protected] and I'll send you Diane's email address.
 

CarlAutofusion

Peel'm off the Ceiling
Mar 17, 2014
35
25
First Name
Carl
You can get a second website and use it as your main website, which is what some Ford dealers do to stand out from other Ford dealers.
 
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Reactions: Dan Sayer