2023 Tremor with Gateway Module issue

[jedirulez]

My 2023 Tremor has been in for service with a local dealer coming up on 30 days in a row this Wednesday, with a "Gateway Module" issue. Per the dealer the gateway module is/was only sending medium-speed communication, low-speed and high-speed were not functioning at all.
I took in in originally because it was having the following issues (which the dealer stated could all be due to the failed gateway module, but no guarantee of that):
- Trailer light wiring and brake controller faults (trailer tested fine with other vehicles and trailer light testing kit)
- Driver side TPMS sensors stop responding after 15-20 minutes of driving (has happened since day 1)
- HVAC system only provides cold air when set to LO, 60-63ish is kind of cold air, anything above 64 is basically warm air despite being 80+ degrees outside, my 2019 Ranger would freeze me out at 68 degrees

They replaced the gateway module once, within the first week of having it in the shop, however that new module was not functional at all. Since then (3+ weeks) they've been waiting on Ford engineers as Ford believes the programming software for the gateway module is bad. I do have a case open with Ford Customer Care and reminded my assigned agent of Utah lemon laws, they seem to be willing to begin the buyback process if no resolution this week. Anyone have experience with that process? Ultimately I just want my truck back fully fixed, but can't keep making payments with nothing to show for it and can't go on with no real firm ETA for resolution.

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[Snakebitten]

My 2023 Tremor has been in for service with a local dealer coming up on 30 days in a row this Wednesday, with a "Gateway Module" issue. Per the dealer the gateway module is/was only sending medium-speed communication, low-speed and high-speed were not functioning at all.

Most dealerships haven't been able to troubleshoot a weak battery on these trucks, but your dealership can test a GWM for throughput speeds? ??

I wonder if they are really differentiating between the various networks/busses the gateway serves?
Regardless, it's the first time I have ever heard such a diagnosis.

 

[HammaMan]

Me thinks 23 issues are poor wiring harnesses. Ford dun did somethin during their rework.

 

[Snakebitten]

Me thinks 23 issues are poor wiring harnesses. Ford dun did somethin during their rework.

I certainly think there's a fair amount of anecdotal evidence to suggest there's a problem with the harness(es) on the HV side of things?

 

[HammaMan]

I certainly think there's a fair amount of anecdotal evidence to suggest there's a problem with the harness(es) on the HV side of things?

Well it's the LV wiring to the HV components. Just spit balling here, but I'd check to see if they actually twisted the bus wires and they have the proper termination resistors. If the harnesses are checking out, and we're seeing quite a few issues with buses, stands to reason something is wrong with the twists and or resistors. That's where I'd first start sniffing.

 

[jedirulez]

Last update I received the dealer stated Ford told them to check the wiring harness while waiting on the gateway module software to be fixed, but they told me this while I was at the dealership to pick up some personal items out of the truck and they walked me out to their back lot a 1/4 mile away from the service wing and it looks like it hasn't been touched in weeks. Seems like the dealer doesn't care at this point. Wednesday will be 30 days in a row at the dealer for the same issue which is the Utah minimum for Lemon Law, the Ford Customer care agent basically said we could start buyback process then, they have a call scheduled with the dealer and will call me afterwards, doesn't look promising.

Here's a few images of communication from Ford to the dealer, that's all they provided me to this point, may be interesting/helpful to others.

 

[Snakebitten]

What stood out to me is the tech stating that he (dealership?) doesn't have the ability to perform the testing procedure listed because he doesn't have the necessary tool for the trucks with a 12" screen.

And it's so disappointing that it's now so common for a truck's diagnosis and repair procedure to be interrupted and then the vehicle to get parked out on some back lot.

The very definition of out of sight, out of mind.
That's a work flow process fraught with Joy Killing of new vehicle ownership. One minute/day/week/month at a time.

Comes across as apathy.
Because IT IS ?

 

[jedirulez]

Ford Customer Care agent was never able to speak with the dealer service team, they wouldn't even return her calls or call at a scheduled time.
I finally ended up requesting buyback last Friday and has just been approved as of today. Once I requested buyback I've basically stopped checking in with the dealer on the repair, but they send me text updates randomly - last update was "still waiting on Ford engineering". Now have to wait until next week to hear from the "Reacquire team". I'll update next week when I hear from that team.

 

[Snakebitten]

You'd think somebody at Ford, the manufacturer, would step in and try to remedy the situation once a customer probes for a buyback.

Amazing, in the most disappointing way.
Such a great vehicle if someone cared enough to fix it.

 

[Jesse-Infotainment]

I seriously doubt anything is wrong with the gateway.

If you feel like it send me your vin so I can take a look at the trucks as build

A lot of the communication issues were bad configs from factory. THere were a batch of trucks shipped in 22 with the can us off and it wouldnt allow the tailgate to be opened.

Im not saying I know a fix but I am willing to bet its something pretty easy

 

[truck trader]

By no means am I defending Ford, but this is becoming a common theme with dealer service. I’ve referenced it in other threads, but the service department at the dealer has some blame here too.

They don’t have the tool to perform testing because of the 12” screen? It’s not like screens just appeared last week!

Ford definitely has some quality issues to address. Bunches of them actually. But there has to be more accountability on the dealer service departments. I read through these threads daily with an open, objective mind. No doubt the majority of problems are created by the manufacturer (Ford), but dealers don’t appear to be very helpful in these situations either. Either they don’t have the knowledge on staff to fix the problem or Ford doesn’t have the guidance to assist the dealer network. Maybe both?

 

[fordtruckman2003]

Dealers get paid very little to perform work like this. They probably have to pay a lot of money to Ford to buy whatever testing tool that is referenced for a one time diagnosis they may never see again. It's possible they did request what they need and it's not available so the truck has to sit and wait. Sucks for the owner to be in this situation when most likely it is something that can be fixed easily with a fresh wiring harness or something simple. They have to follow the steps given by Ford to get the parts warrantied and get the little scraps they get paid for labor. Dealers are really not equipped to be dealing with these modern trucks. They are not an IT department. You can't turn a wrench to fix technical issues.

 

[Snakebitten]

This isn't just a problem with the legacy mindset of Ford dealerships. I have witnessed similar problem with the local Nissan dealership right next to my Ford dealership.

Neither seem to see the writing on the wall.

The showroom at both dealerships have products ON THE FLOOR that the service department doesn't employ ANYBODY that understands, or as they describe it, "is certified" (code for "trained") to service.

But I'm supposed to believe that Ford and Nissan doesn't offer training?

I believe that is hogwash. ?

This forum is so revealing, regarding. There's now ample evidence that any fella (or gal) who desires to know and understand what makes these modern vehicles tick can easily gain expertise beyond what the local service department has. It's so painfully obvious.

And that doesn't even address the disappointing arrogance, adversarial, and/or apathetic attitude that's becoming far too common.

I can assure you that I wouldn't be disrespectful to anyone at the dealership. I totally understand the bees with honey concept. But the disrespect FOR customers is out of control. It's crazy

 

[jedirulez]

I seriously doubt anything is wrong with the gateway.

If you feel like it send me your vin so I can take a look at the trucks as build

A lot of the communication issues were bad configs from factory. THere were a batch of trucks shipped in 22 with the can us off and it wouldnt allow the tailgate to be opened.

Im not saying I know a fix but I am willing to bet its something pretty easy

Thank you - DM sent. Appreciate the help!

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