rhp5033
New member
- First Name
- Robert
- Joined
- Jul 24, 2024
- Threads
- 2
- Messages
- 4
- Reaction score
- 2
- Location
- Philadelphia
- Vehicles
- 2023 F150 XLT 5.0
- Thread starter
- #1
I have a 2023 F150 XLT 5.0 with 15,400 miles that was purchased 5/6/2024 in Pennsylvania. The truck received an OTA update on 6/27/24, on 6/28/2024 the 12 inch Sync4 screen became inoperable, has not returned to function since (4+ weeks). Radio plays (but lags and freezes) i have none of my 360 cameras, no trailer controls, HVAC works but is blind (i can turn temp knob far left for cold, far right for heat, thats it), i cannot access NAV, cannot access any truck settings, etc etc.
The truck was schedule for service on 7/12/24 (earliest available in my area) and i was given the unfortunate answer that Ford's direction to the service department was to "Wait for new update", "Advised not to replace APIM, Ford aware of the problem, new update plans on being released Q3/Q4 of 2024". The service department further recommended to me to contact my selling dealership to check for other solutions. I contacted my sales person, his service department gave same answer, he recommended me to contact Ford customer service directly.
I contacted Ford and explained the issue, indicated i primarily want the vehicle fixed, and Ford customer service initially expressed similar concerns and frustrations and recommended pursuing buyback, we went thru submitting an application/request and i was told to wait 5+ business days. As of yesterday (7/24/24) i was contacted near 5pm and told Ford was rejecting my buyback request solely on Pennsylvania Lemon Law criteria (12 months, 12,000 miles), and that they would pursue researching alternative fixes for the vehicle, and that they had no timeline on this and indicated certain days they don't work, days service departments don't work etc. Today i called in and discussed my case with a supervisor and was informed that they do not research solutions, that buyback has no customer face and their decision is their decision, and that Ford stance is sit and wait or to arbitrate thru BBB or get a lawyer. I reiterated to the supervisor that i just want my truck fixed, and that an unknown timeline for a fix seems unreasonable and bad faith business. The lack of functionality has lead me to not wanting to drive the vehicle unless absolutely necessary which is super incontinent and frustrating given payments are still being made monthly, I cannot sell the truck due to loss of functionality, and the dealership won't buy back unless directed to do so by Ford who as mentioned above wont.
At the end of the day, mechanically the truck functions, though is functioning equivalent to a late 90s early 2000s truck with a 2020s payment and just doesnt seem right to be hand tied like this by Ford.
A few questions for everyone out there: Is anyone having a similar issue with the sync screen going dead? Is there a different department or phrasing i should use when i contact Ford? Should i contact a lawyer? If so what kind of lawyer should i seek out, is it a Lemon Law Lawyer (even though the age and miles are beyond PA Laws)?
For what it is worth, I would buy another ford, completely understand parts fail, software glitches, common occurrence across all makes, however the lack of customer support from Ford is a different factor.
The truck was schedule for service on 7/12/24 (earliest available in my area) and i was given the unfortunate answer that Ford's direction to the service department was to "Wait for new update", "Advised not to replace APIM, Ford aware of the problem, new update plans on being released Q3/Q4 of 2024". The service department further recommended to me to contact my selling dealership to check for other solutions. I contacted my sales person, his service department gave same answer, he recommended me to contact Ford customer service directly.
I contacted Ford and explained the issue, indicated i primarily want the vehicle fixed, and Ford customer service initially expressed similar concerns and frustrations and recommended pursuing buyback, we went thru submitting an application/request and i was told to wait 5+ business days. As of yesterday (7/24/24) i was contacted near 5pm and told Ford was rejecting my buyback request solely on Pennsylvania Lemon Law criteria (12 months, 12,000 miles), and that they would pursue researching alternative fixes for the vehicle, and that they had no timeline on this and indicated certain days they don't work, days service departments don't work etc. Today i called in and discussed my case with a supervisor and was informed that they do not research solutions, that buyback has no customer face and their decision is their decision, and that Ford stance is sit and wait or to arbitrate thru BBB or get a lawyer. I reiterated to the supervisor that i just want my truck fixed, and that an unknown timeline for a fix seems unreasonable and bad faith business. The lack of functionality has lead me to not wanting to drive the vehicle unless absolutely necessary which is super incontinent and frustrating given payments are still being made monthly, I cannot sell the truck due to loss of functionality, and the dealership won't buy back unless directed to do so by Ford who as mentioned above wont.
At the end of the day, mechanically the truck functions, though is functioning equivalent to a late 90s early 2000s truck with a 2020s payment and just doesnt seem right to be hand tied like this by Ford.
A few questions for everyone out there: Is anyone having a similar issue with the sync screen going dead? Is there a different department or phrasing i should use when i contact Ford? Should i contact a lawyer? If so what kind of lawyer should i seek out, is it a Lemon Law Lawyer (even though the age and miles are beyond PA Laws)?
For what it is worth, I would buy another ford, completely understand parts fail, software glitches, common occurrence across all makes, however the lack of customer support from Ford is a different factor.
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