NASTF Information Requests

Tracking: 111 Status: Closed
State: VA Name: Joey
Category of Request: OEM Special Tools Availability Manufacturer: FORD

Have you checked the OEM website?
Description of Repair unable to perform
purchase of oe level tooling
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
we have been trying to purchase several things from Rotunda, namely an IDS setup. in the last five months, we have called approx 10 times, and each time are told that we are on the waiting list, a postcard would be mailed to us when one is available. every time i call, they ask if we are a dealer, and when i tell them we are an independent repair facility, that is when we immediately are told the VCM's are still on backorder. several other people have tried from different shops, and are told the same thing. yet people that work at the dealership have been buying them for other techs and other shops. matt ragsdale is insisting that they are available, yet myself and several other IATN members are given the runaround and told they are on backorder.
Other Comments or Concerns
Mary Hutchinson - 2/16/2007 8:36:57 AM
The following e-mail was sent to Mr. Kaylor from the OEM representative: I received your feedback today relative to the availability of Ford diagnostic tools. Retail (Aftermarket) customers have placed eighteen orders with Ford this year for diagnostic equipment with an average of three days from order to shipping. We are currently on backorder for the Vehicle Communication Module in the Laptop configuration. This product is used with our Ford Integrated Diagnostic System (IDS). Stock is being produced by the manufacturer, Snap-on, this week (1,000 units) with delivery to Ford expected the week of 19-Feb-07. At this time, dealers, fleets and retail customers are all waiting for this product to come in. The call center does ask the customer if they are a Ford Dealer, Ford Fleet or retail customer, only to determine which part numbers are valid for that customer type. The call center cannot accept an order via credit card if there is a backorder as they are not allowed to keep customers credit card information. I believe that there are laws that govern this. I will investigate your comments relative to our "post-card reminder system" to confirm the integrity of the process. Are you able to tell me more specifically when you contacted 1-800-ROTUNDA, Option 1 (Diagnostics) so that I may investigate with the call center? Do you recall when you called or whom you spoke with? May I use your contact information to ensure you are on the call back list for when stock arrives?