Some Mustang Mach-E customers received an email from Ford yesterday explaining a delay in the delivery of the all-electric Mustang crossover. With the email came a mea culpa of sorts to the affected customers along with free charging time on FordPass Charging Networks. Some customers were even offered $1000 off their purchase.
Ford Mustang Mach-E spokesperson Emma Bergg clarified everything for me. She said: “Quality is a top priority. For Mustang Mach-E customers who have experienced delays receiving their vehicles, we are providing an additional 250 kilowatt-hours of complimentary charging on the FordPass Charging Network. This applies to approximately 4,500 customers, including about 1,500 of whom have already received their Mach-E. In addition, Ford will provide $1,000 toward the purchase of a Mustang Mach-E for approximately 150 customers who have experienced more than one delay due to quality checks."
Bergg also confirmed that some customers only received a letter offering the 250 kW of free charging and not the $1000. Those who received both offers were related to their length of delay, according to Bergg.
Here's what the entire email from Ford that went out to customers said:
“Thank you for putting your trust in Ford Motor Company and for taking the first step toward an electrified future, with the order of your Mustang Mach-E. We are all so excited to have you as a customer and believe you deserve an excellent shopping and ownership experience.
This is why we want to take a moment to update you on some of the challenges we’ve faced in meeting demand and delivery timing for the Mustang Mach-E. We continue to build and ship vehicles every day, but we’re doing so with a meticulous attention to detail and dedication to quality. Your vehicle timing was impacted by more than one of these quality checks.
We know you are anxious to get driving and experience the 0-60 thrills, zero emissions and more from the Mustang Mach-E. Because we believe that customers should be treated like family, we are providing you a $1000 1 private offer on your Mustang Mach-E at time of delivery at your Ford dealership. Your dealer is aware of this unique offer. If you have already taken delivery, you can contact Ford at the number listed below to claim this offer2. We are also providing you an additional 250 kWh3 of complimentary DC fast charging on us.
Your Mustang Mach-E comes with 250 kWh and you will have an additional 250 kWh for a total of 500 kWh of complimentary charging at Electrify America fast charging stations on the FordPass Charging Network2.
Please download the FordPass App3, activate your vehicle’s modem and also go online to www.ford.com/connectedservices to activate your two years of complimentary access to the FordPass Charging Network and 500 kWh of fast charging. Once enrolled, your complimentary charging will show up in your account.
Thank you for choosing the Mustang Mach-E. We know you can hardly wait to get on the road, and we are excited to have you as a part of our Mustang family. If you have questions or need help, please call our dedicated call center team at 1-833-385-0523 to learn more.
Vice President of Sales, US and Canada
Ford is offering Mustang Mach-E reservation holders experiencing delivery delays some unique compensation for their patience. https://t.co/PvVAVVdObi-#Ford #FordMustangMachE #MustangMachE #ElectricVehicles @Ford @mrlevine Can you confirm? @FordMustang @driversside pic.twitter.com/UvCoeF1JJI— Torque News (@torquenewsauto) March 3, 2021
1 Offer available to customers who purchase a Mustang Mach-E from a participating dealer. Claimed amount will be provided at time of delivery or, if vehicle is already delivered, by contacting Ford. Customer is responsible for making all contractual payments.
2 For customers that have already taken delivery, $1,000 offer is valid through 9/1/2021 by contacting Ford.
3 If activation/enrollment is already complete, additional 250 kWh of complimentary DC fast charging will be available in April.
4 Modem and FordPass Charging Network access must be activated. Complimentary charging expires three years from Warranty Start Date. Offer excludes idle fees associated with charging. See dealer for important details. Complimentary FordPass Charging Network two-year trial begins with the EV New Vehicle Limited Warranty start date once activated.
5 FordPass App, compatible with select smartphone platforms, is available via a download. Message and data rates may apply.”
Reason For The Mustang Mach-E Delay
Ford wouldn’t confirm the reason for the delay, other than to say it was a quality related. I did a story in January confirming that some early delays were related to software updates on the Ford Drive Assist 2.0 system.
Whether this latest round pertains to that or other issues is almost not important. We know the Mustang Mach-E will have over-the-air updates to address many of these things. It’s also of the utmost importance to Ford that things go well with the Mach-E.
As Ford heads toward an electrified future, the controversial Mach-E is a big part of that. I wrote an opinion piece here at Torque News about how I thought the demise of the internal combustion engine was a little premature. I will be getting a Mach-E to drive and review in a couple weeks and will offer my opinion.
I’ve been critical in the past of the use of the Mustang name on a crossover (as have many others), but that won’t stop me from being fair or honest with my overall opinion of the Mach-E.
My colleague John Goreham has driven the Mach-E and compared it to the Tesla Model Y and also the Chevy Bolt. All in all, the Mach-E has received mass praise, including winning the prestigious North American Utility Vehicle of the Year.
What do you think about Ford’s proactive approach about offering these things for the delay and inconvenience? I think it’s a great job by Ford and also shows some transparency. Leave me your comments below.
Jimmy Dinsmore has been an automotive journalist for more than a decade and been a writer since the high school. His Driver’s Side column features new car reviews and runs in several newspapers throughout the country. He is also co-author of the book “Mustang by Design” and “Ford Trucks: A Unique Look at the Technical History of America’s Most Popular Truck”. Also, Jimmy works in the social media marketing world for a Canadian automotive training aid manufacturing company. Follow Jimmy on Facebook, Twitter, at his special Ford F-150 coverage on Twitter and LinkedIn. You can read the most of Jimmy's stories by searching Torque News Ford for daily Ford vehicle report.