Okay this could get a bit long but I'll do my best...

I ordered my '04 Lariat 4x4 Scab in Dark Toreador Red two tone with black leather back in August for pick up next June (I'm in the military overseas). I placed the order through my local Exchange New Car sales rep, I wasn't impressed by his knowledge or customer service skills but I figured I knew what I wanted and it's a no haggle deal so I thought I could get my order in. Initially I had a lot of problems getting the quote correct before placing the order, he kept doing things like quoting a 133" wheelbase when I wanted the 145", or getting the interior and exterior colors wrong but eventually he managed to get it right so I placed the order.

Did I mention his poor customer service skills...It was like pulling teeth to get any info on the status of my order or get any questions answered but I figure this guy is just there to plug my stuff in the computer and collect his commission. A few weeks ago, I still hadn't found out if my order had been accepted by Ford so I went over his head to the NY office. The reply I got was that the NY office had just recieved the new purchase order that they required due to the Job 1/Job 2 thing and they were currently reveiwing the order to send to Ford. When I asked what that meant they said "you know the new order that you signed last week" to which I informed them that not only had I not signed a new purchase order but I hadn't even heard from the salesman for a couple months. Upon further investigation, I found out that this guy had been told by NY to do a new purchase order before they could submit to Ford, he didn't bother to call me, he just typed up a new order, signed my name to it and faxed it off to NY. What's more, the order that he forged was for a 133" wheelbase truck in monotone Aspen Green...mine is supposed to be a 145" wheelbase two tone Dark T Red. If I hadn't enquired with NY, this order would have been submitted to the factory and this is what would have been delivered for me next June.

I took this info to my salesman's boss and he said he gave him a stern warning and he got me set up with a much, much better salesperson at a nearby base. I'm happy with the new salesperson, she has my order straight and I'm for once comfortable that my truck will be right. But I'm not happy that the other guy only got a warning for forging my name, so I told them I thought they should give me some sort of compensation. I heard from my new salesperson today that the regional manager has agreed to throw in a 7/75 extended warranty for free if I sign a document saying that I will take no further action. I told her that I expect the warranty to be thrown in just for what I've put up with but I'm not willing to sign anything at this point.

SO what should I do? What else should I ask for? They seemed pretty quick to agree to the warrranty provided I sign their paper. I'm thinking about telling them I'll sign for a 10% discount. Is that reasonable? It's only like $3000. Any comments/advice appreciated.

 

Take your Warranty and run, and don't forget to say "Thank you!"

 

Your experience involves a serious issue of contractual law and ethics. Doesn't the military provide access to legal counsel? Any advice you may receive here (including mine!) is likely conjectural.

 

Sign the paper saying you'll take no further litigation against the dealership, then personally sue the idiot who forged your name.

 

Thanks for the replies...

fatboy0103@*** - so you think that this warrranty is compensation enough? Let me clarify, this is not a Ford factory warranty, it's provided through International Warranty Services Group and their MSRP is around $1800. I'm pretty sure I could get a comparable plan from a Ford dealer for around $1000.

Curmugeon - yes we have legal people on base but they are usually hesistant to advise on such things and will not represent me in any way. They will probably be interested to know that this person committed this crime on a military base but that's probably about it.

vocabulaic - I'm really not interested in suing this bonehead. It seems like a lot of trouble and expense only compounded by the fact that I"m in a foreign country and would most likely have to pursue this through the British system. I would much rather have the company compensate me and then take it out on him however they see fit.

I'm just not entirely sure what's reasonable for me to ask, they seem anxious to resolve this and I'm pretty sure the local managment has got their a$$es reemed by the folks in NY for letting it get this far.

 

I wouldn't take the first thing they offer because they are obviously going to try and low ball you. Name your price for the truck. All they can do is say no right? If you can't come to some kind of deal with them, you can always sue right? Their backs are against the wall here. They would rather sell you a truck, even if they lose money on it, than simply lose money in a lawsuit. You might even consider paying a lawyer $100 to write them a threataning letter. You'd be amazed what happens when people know you are serious about suing. Until then they are going to try and bluff you into compromising on your position.

 

TruBluScru

That's exactly what I was thinking, that they were too eager to give me the warranty. After what I've heard about non-Ford warranties I'm even less thrilled about it. That's why I was thinking about asking for the 10% off of their "no haggle" price, that would put me at about $30,500 for a $32,000 invoice truck.

 

the warrenty and 10% off.

The salesman have crossed the line. The guy not only were lazy but did something illegal. I seriously doubt his work ethic and willingness to help his customers. I would just fire this guy if I were the dealer manager. How difficult is it to explain to the customer on the order status, and to double check you are ordering the right thing for your customer?? Not only that how could you order wrong thing and do it in illegal way??

They should not make any profit from you but you deserve the daal you want. And if you do get the warrenty I would not go back to the same dealer for regular services. You should ask for 10% off the invoice that is reasonable.

Know any nasty lawyer in your area?? Hope you get what you deserve. I have hard time believing why the dealer hires such an idiot to sell 35K+ worth of products. The guy was negligent, period.

JMHO

redstorm

 

FWIW - I agree w/ TruBluScru.

I wish you luck with your order and I thank you for the work you do overseas. Thank you for my kids and G-d bless.

 

hey man good luck dealing with these guys. I just bought a new Harley from exchange new car sales back in Sept.. I found out as you did that their salesmen aren't very knowledgible. They screwed my order up several times, before finally getting it right. in the end I didn't really get a very good price either.

As far as the warranty goes be careful. These are third party warranties and I'm not so sure their worth the paper they're written on. In my case I was told that I was getting an extended warranty free courtesy of military overseas sales corp. Not true, upon careful study of my contract I realized that I had paid for it.

The folks in New York are for the most part very helpful. They should be able to help you with any further problems.

As far as legal action. I suppose if you look really close at your contract it states that they are not responsible for and mistakes clerical or otherwise during the ordering process. With regards to forging your name OMG how unprofessional. That guy should have been terminated. Discuss this with New York. I would bet that they would be willing to do something for you just to end this mess. Screw the warranty, make them come down on the price.

This kind of crap is the reason why I waited till I got home from the sandbox to buy my new 04 F150 Scab FX4. It's a shame that those of us who serve get jerked around like this.

Good luck brother. Enjoy your truck, I know I love mine.

 

I think at this point you have quite a bit of leverage. If it were me, I would only deal with the regional sales rep. After all...the salespeople at the local level are obviously willing to commit an act illegal enough to get YOU thrown in the brig! If you really want this truck (and who could blame you) demand ridiculous compensation (ie: free truck), and negotiate down from there. You have nothing to lose except a deal that was shaky to begin with. After all, I'm sure that America's #1 selling truck comany would not be too pleased to hear in the press that it's representatives are taking advantage of our boys overseas fighting for our freedom. That is a disgrace! If the warranty is enough for you, take it I think you deserve a lot more.

God bless you and the job you guys are doing over there. Keep up the good work.

 

You know guys, I crossed this post today about 10 hours ago.

Did some of you miss "FORGED" in the thread?

The salesman (I'm being kind) FORGED his signature.

 

Yes forgery is a serious crime. That's why I'm saying they are in deep ****. I would tell the general manager that I had contacted my lawyer and would be addressing the issue with the corporate customer service people. See what kind of offer comes your way after that. He'll probably do anything to avoid corporate finding out about everything that has happened. 2K below invoice is not nearly low enough. They need to pay you which in my mind means about 5K below invoice. That cancels out any chance of them making a profit, and puts about 3K of their money in your pocket. Go for the warranty too, and don't let them give you any BS about a 3rd party warranty. They are probably trying to sell you one of those to avoid any paper trails within the Ford system stemming from this incident. Whatever you do, don't sign anything until you are completely satisfied because they could all lose their jobs at this point if you get pissed off.

 

Thanks for all the inputs...

Yes the warranty is third party (International Warranty Services Group) which is why I wasn't real thrilled with the offer to begin with. That's the standard warranty they sell with their vehicles and they charge around $1800 for the 7/75 they're offering me. I'll let them give it to me if they want to but I'm not signing anything for it. Who knows, it might actually save me a couple bucks one day.

Some of the folks in the ENCS corporate chain have already heard about this. I'm pretty sure that's why the regional manager made the offer he did. Before, he only told me that he "warned" the guy and would get me set up with his top salesperson.

I know that maybe I should just walk away from this but now the greedy part of me thinks I could end up with a fairly decent deal if I stick it out. I just have to figure out how far they're willing to go.

 

I was told today that IWSG only administers the warranty if the vehicle is overseas.

I was offered a 7/75 Ford Extra-Care ESP with $50 deductible as compensation for the dumb a$$ salesman.