NASTF Information Requests

Tracking: 102 Status: Closed
State: TX Name: Richard
Category of Request: Website Navigation/Administration Manufacturer: FORD

Inquiry
Have you checked the OEM website?
No
Description of Repair unable to perform
Attempted to purchase a reflash subscription from Motorcraft service and the final page was unavailable or not found. Tried with another credit card with same results. Now both credit cards are showing reserves on my accounts for multiple charges from motorcraft technical resources completely locking up all my accounts.
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
Contacted via e-mail through the website and the automated response stated that it would be wed. nov 8 before anyone would respond. My customer needs the car back fixed and my banks can't wait this long for a response. Motorcraft technical resources has no posted phone numbers on the site or on the charges to my account.
Other Comments or Concerns
Notes
Mary Hutchinson - 11/9/2006 8:54:37 AM
We have completed our investigation into your request. The root cause of the issue you experienced has been determined to be server incompatibilities. During the week you attempted to purchase, Ford was in the process of replacing our web servers with newer technology. During the period when we had an overlap with both new and old servers in place, it appears there was an issue with the shopping cart. As I mentioned in an email to you earlier, that has been corrected. We sincerely regret that you were not able to complete the purchase and use the service until Monday. The duplicate charges have been refunded. As we see that you are a repeat customer of www.motorcraftservice.com, we have extended your subscription for an additional 30 days and hope you accept our apologies.
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