Tickford lift your game
First off Tickford mechanically you produce fine cars, however your customer communication requires serious work.
Way back at the Sydney motorshow you showed us a beautiful new ute, the XR8 Pursuit 250. I could not wait to get one, and had people at two dealers and on the floor at Tickford finding out about it for me. In November I paid my deposit on a vehicle for which I still had no price or detailed spec sheet. But I knew it would be good, and I would have to pay a good amount of cash for it.
Then pricing was released, but we don't know if we are going to include the tonneau cover. Eventually a price for the tonneau cover is included in the Press kit. Which incidentally is significantly different to the Production model, at $2750 you really should be doing the shapely one on the car in Sydney. It better have rubber seals and be equal to the best aftermarket covers for this price. But I still ticked the box, as I liked the look of the car with it.
New Year comes around and once you guys get back from holidays things start moving. My dealer gets a SIDO number and build date from Ford. My car was built in early Feb and at Tickford by mid-Feb.
I even did a tour with Tony Chesterman and saw my car awaiting the transformation. At this time we were waiting on some of the bodykit, but it should not be more than 2-3 weeks away. As you can imagine I am getting fairly excited at this stage, just like a kid at Christmas.
Even the Press kit stated release date in early March. But where is my car, still sitting at Tickford. I know why it is there, but Tickford didn't tell me. They didn't tell my dealer, in fact some dealers are still using the bodykit excuse. Funny that as the bodykit doesn't look different between the Auto and Manual. So if it was bodykit then the autos would be sitting at the Factory still.
What pisses me off is I had to go through one of my girlfriend's friends who works at Tickford to find out why my car has not been delivered. Vibration issues with the new two-piece tailshaft.
Now why could you not tell the dealers this?
What's more my dealer suggested that I contact you and voice my concern. Generally during the day I am flat out so I decided to utilise your website to "Contact" you. Nice form you have there, so I filled it in and sent a nice polite note to the other end of that process. One week later no reply. Suspecting that my note ended in the Recycle Bin, I sent another one complaining about your communication and asking for a reply before I decided to utilise the forum to vent my spleen. I suggest you have your web design company check where the hell this info is going.
I have a new method of update running for my vehicle, weekly SMS updates on progress. But I know someone there, I pity other customers such as 250 Pursuit, he only has the dealer for his info. I wonder if TE50 owners are treated like mushrooms, they pay the same for their vehicle. fte is a really good idea, but maybe manufacturing should become part of the 'experience' idea. At the moment all i am experiencing is a long wait.
So after all this how can you make me happy. Let us know what the hold up is, what you are doing about it and when you expect to start delivering vehicles. Maybe a letter the dealers that can be send or give to each waiting owner, or an email.
You could even use your website to give info based on SIDO number, utilise the technology to talk to your customers. Make us part of the vehicle production, engage us in interactive commerce, build on customer loyalty.