Problems with Service Department

[NAV165]

Sounds like they replaced the Cluster and didnt program it.

Also sounds like they disconnected the ethernet at the gateway.

You have some massive issues. You would need the hours off the old cluster.. Otherwise youll have serious issues now if you ever sell or trade because youll have a odometer issue.

I would go press them to get this corrected.

They may have violated federal laws by not correcting the odometer and engine hours. Im not too clear but I know that is extremely serious and needs to be corrected or it could come down on you if you go to sell and dont make them aware.

Here they saw it would take 3 hours to PMI the new cluster and selected no

You need to fight the dealer. They need tomae the IPC right or it will cause issues down the road. Both for odometer and update

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[NAV165]

Thank you for your quick reply. I know they had to have a Ford service center do something to maintain the correct miles on the odometer-certify they are accurate, I assume? I'm not sure how they correct the engine hours. When you say I need to make them aware I already shared that with them. What do you think I'm liable for? I also forgot to add the truck has the 3.5 ecoboost and now in place of my boost gauge I can only have a DEF gauge which of course shows zero. It doesn't even show the boost gauge as an option. How hard do you think it will be for me to get rid of this?

 

[Deleted member 1518]

No real updates for my issue. I finally spoke to a corporate rep on Friday who said they entered the wrong dealer into the case when it was opened. Nice to see that it only took the rep a week to figure that out . I caught them up on the events of last week (email to service director and all that). They stated they needed to get in touch with the dealer to figure out next steps and would call me back later that day or today. Still haven't heard anything though. I've also not heard anything else from the dealer.

 

[Deleted member 1518]

Still no real update. I emailed the Ford rep yesterday who replied saying they still hadn't spoken with the dealership. I emailed the service director at the dealer again who just regurgitated the same non-update update that I've been getting.

Apparently Ford is redesigning software to correct this situation.

We pressed Ford for some kind of ETA of correction. They say if no answer by mid- day tomorrow, then they will need to redesign the software which could take weeks.

At that point we would ask you to pick up your vehicle while they work on it.

Mind you, I dropped the truck off for a non-responsive modem but all of the "updates" have been talking about their attempts to update the truck.

The other thing that I completely forgot about. Last March, I dropped the truck off to have the oil changed. They tried pushing an update then too and it failed, but everything was functional with the truck. I also have been regularly getting OTA updates. The problem back then was also noted as an issue with the modem, so I'm wondering if the thing wasn't botched from the beginning.

Here's what I wrote to the Ford rep on the other forums:

Was in for service on 4/13. I picked it up and was told everything was good. Saw a note on the work slip that they tried doing 21G01 but couldn't access the modem and I would have to come back (this wasn't mentioned by anyone). I called the dealer the following day and was told that I would just need to have them try again during my next service visit. I let the service advisor know that I had only brought the truck in once in the last year and I didn't want to wait another year for a feature that I paid a premium to get the prerequisite hardware for. His advice...just try calling every couple of days. No ETA. No word on what the actual problem was. Now, I'm seeing this error and presume it's due to something failing during their attempts to update the truck.

The error then was:

"Code_0
The update cannot continue because an error occurred."

About a month later I suddenly started getting OTA updates, had BC enabled, and have been using it for over a year until this current issue.

 

[Deleted member 1518]

More non-updates:

Apparently Ford is redesigning software to correct this situation.

We pressed Ford for some kind of ETA of correction. They say if no answer by mid- day tomorrow, then they will need to redesign the software which could take weeks.

At that point we would ask you to pick up your vehicle while they work on it.

This way two days ago. I emailed back yesterday pressing whether or not they conveyed to Ford that the original problem was no cellular connectivity.

The Modem not reading is a problem with the signal being weak from a source, the modem checks out at this time.

Still nothing from the Ford rep.

 

[rugedraw]

I think you're doing the right thing by staying in their ear so they can't put you on the back burner. Really sucks, though.

 

[Deleted member 1518]

I'm at my wits end here. I'm still getting no updates from the dealer aside from they're "waiting on Ford" and the person assigned to the case with corporate has given me no update (she's essentially just asking the dealer for an update just like me and relaying whatever they're saying). The service advisor assigned by the dealer was either fired or quit the week before last. The truck is still at the shop and still not fixed.

I've opened a ticket with the BBB Auto Line and provided them with the required documentation; just waiting for an update. I've reached out to a few attorneys. I sent an email to the CEO and Elena Ford.

While I know that I could maybe pick it up and get it fixed myself, given the amount of money I spent on the truck along with buying the maintenance plan/ESP so I don't have to deal with this ish, it's more about principle at this point.

 

[Cranbery]

Maybe start looking into a lemon law claim where Ford replaces the truck with a new one. I think you are close to the qualifications, or at least be aware of it.

 

[Deleted member 1518]

Maybe start looking into a lemon law claim where Ford replaces the truck with a new one. I think you are close to the qualifications, or at least be aware of it.

It's why I reached out to some attorneys. Ford hasn't brought up doing a buy back.

 

[Deleted member 1518]

Talked to an attorney who said they can't do anything until the BBB Auto Line case is resolved or Ford is likely to deny both claims. The BBB Auto Line rep called today to tell me that the Ford rep stated they "couldn't read the numbers" on the sales contract, but when I open the PDF I created, it looks perfectly fine. Either way, I ended up scanning a copy using my actual scanner and sending that over. Said they wouldn't expect anything else until next week.

I have taken to making daily posts on Ford's Facebook and Twitter.

 

[Deleted member 1518]

No updates from the Ford case. No updates from the service department. After a bunch of back and forth with the BBB Auto Line case about my purchase documents (they couldn't read the balance line because the dealer's printer was misaligned so the balance amount was printed on top of a thick line) they responded with this:

 

[Calson]

The Lemon Laws may force Ford to buy back your truck but you will not be reimbursed for the DMV fees you paid and will need to pay again for a new vehicle.

If the defect does not affect the safety of driving the truck I would live with it. I never leave a vehicle with a dealer if the parts/programming are not readily available.

Over the years about one in four dealers have competent mechanics and good service center managers. Yelp.com is very helpful in avoiding the worst ones.

 

[Deleted member 1518]

@Jesse-Infotainment or @rugedraw...would either of you mind checking for activity from your end? Here's the VIN again for quicker reference:
1FTFW1EDXMFB11751

An update to the saga....Ford's offer through the BBB Auto Line case was to send out a field service engineer to look at the truck. As soon as they offered it up, the BBB marked the case as settled.

In parallel of working on that, I emailed Jim Farley and Elena Ford. First time got me a call from the corporate case rep but they didn't have any information to provide. After waiting a while and not hearing anything, I emailed Farley/Ford again. This time, a customer experience supervisor called me to let me know they were re-assigning the case and assured me follow-ups. I got a call from the new case worker on Monday who submitted the buy back request. Got an update today that the buy back was denied for "not meeting the timelines required by NC lemon law" which states the defect has to occur during the first 24 months. I may have an option to appeal here though as I have a work order from last April (within the 24 months) where the dealer attempted an update but it failed due to problems communicating with the modem. I did eventually start getting OTA updates that enabled BC so I didn't press the issue.

They are still having the field service engineer dispatched....although with no ETA. The lady slipped saying that the dealer has been "working on the truck daily" but when I spoke to the supervisor over the weekend, she said they weren't doing anything while waiting for Ford engineering to get back to them.

 

[Jesse-Infotainment]

@Jesse-Infotainment or @rugedraw...would either of you mind checking for activity from your end? Here's the VIN again for quicker reference:
1FTFW1EDXMFB11751

An update to the saga....Ford's offer through the BBB Auto Line case was to send out a field service engineer to look at the truck. As soon as they offered it up, the BBB marked the case as settled.

In parallel of working on that, I emailed Jim Farley and Elena Ford. First time got me a call from the corporate case rep but they didn't have any information to provide. After waiting a while and not hearing anything, I emailed Farley/Ford again. This time, a customer experience supervisor called me to let me know they were re-assigning the case and assured me follow-ups. I got a call from the new case worker on Monday who submitted the buy back request. Got an update today that the buy back was denied for "not meeting the timelines required by NC lemon law" which states the defect has to occur during the first 24 months. I may have an option to appeal here though as I have a work order from last April (within the 24 months) where the dealer attempted an update but it failed due to problems communicating with the modem. I did eventually start getting OTA updates that enabled BC so I didn't press the issue.

They are still having the field service engineer dispatched....although with no ETA. The lady slipped saying that the dealer has been "working on the truck daily" but when I spoke to the supervisor over the weekend, she said they weren't doing anything while waiting for Ford engineering to get back to them.

In my OPINION> Looking at the truck I feel its a gateway issue. My hunch is the Gateway got misconfigured in an update.

If you have forscan I can remote in and take a look.

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