Ford Field Service Engineer or Software Development Team

[kb3421]

Are there any Field Service Engineers or anyone from the Software Development Team on here? Dealership has had my truck for 3 weeks+ supposedly waiting for information from a Field Service Engineer. I have a case number from Ford. Dealership doesn't seem to be getting any traction from Ford engineers.

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[HammaMan]

There's probably a few, odds of revealing their identity is pretty much zero. Ford's current approach to customer service is pretty poor. They'll leave you without a functioning vehicle claiming parts hold for months while they're sending trucks out of the US factory daily with same said parts.

 

[rugedraw]

Why did you take your truck in to begin with? I see they are having trouble running some programming procedures on FDRS. They've attempted to program the APIM/TCU 6 times, which means they most likely locked out the APIM at this point. They also ran config programs on the GWM a few times. They reset the BMS and ran data logging procedures like 20 times between yesterday and today. I can't tell what they're trying to from the little bit I can see.

 

[kb3421]

It's for the heat/cooled seats that stopped working after an update. They've had it a combined 3 weeks with no luck. They thought that they finally had the fix from Ford and they tried it but it didn't work, so they told me to pick my truck up again with no fix. I made a post about it back in May in this category.

 

[rugedraw]

It's for the heat/cooled seats that stopped working after an update. They've had it a combined 3 weeks with no luck. They thought that they finally had the fix from Ford and they tried it but it didn't work, so they told me to pick my truck up again with no fix. I made a post about it back in May in this category.

I see no indication that they have even looked at anything HVAC related. Idk what they're are looking for. Until they close the ticket and the tech's notes appear in PTS, I don't know where their head is at.

 

[rockfish]

There's probably a few, odds of revealing their identity is pretty much zero. Ford's current approach to customer service is pretty poor. They'll leave you without a functioning vehicle claiming parts hold for months while they're sending trucks out of the US factory daily with same said parts.

Totally agree, my trucks been in Moab for 45 days now waiting on an in-tank fuel pump that I'm sure is the same as what they are building new trucks with.

 

[kb3421]

I see no indication that they have even looked at anything HVAC related. Idk what they're are looking for. Until they close the ticket and the tech's notes appear in PTS, I don't know where their head is at.

I spoke with another guy who had the exact same issue as me after an update. He said that they had a Field Service Engineer come out and figured out the fix. I relayed all that info to my dealer, even gave them the contact name and number at the other dealership (I spoke to the guys at that dealership in IL) who had the engineer come out and asked my dealership to contact them. They refuse to do so for some reason. Ford has given me a new case # and supposedly escalated it to the engineers, but who knows?? All my dealership can ever tell me is, "We don't know what to do. We're waiting for the engineers to get back with us. You might as well come pick up your truck.", but I don't know if they actually are in contact with the engineers or not.

 

[rugedraw]

@kb3421 I just looked through all the vehicle history between May and now instead of the recent history. I see they have been working on your truck a lot. They did replace the HVAC module in May and PMI'd it. Seems like they also replaced your APIM later on down the line and PMI'd it, as well. They update many modules and have been working on it as recently as yesterday. They seem to really not be able to figure it out. It seems like they are just throwing sh*t at the wall at this point to see if anything sticks. Based on what I can see, it would make sense for them to involve engineering, and while I cannot confirm that they did, I believe they did if they say they did based on the amount of work they've put in.

 

[kb3421]

@kb3421 I just looked through all the vehicle history between May and now instead of the recent history. I see they have been working on your truck a lot. They did replace the HVAC module in May and PMI'd it. Seems like they also replaced your APIM later on down the line and PMI'd it, as well. They update many modules and have been working on it as recently as yesterday. They seem to really not be able to figure it out. It seems like they are just throwing sh*t at the wall at this point to see if anything sticks. Based on what I can see, it would make sense for them to involve engineering, and while I cannot confirm that they did, I believe they did if they say they did based on the amount of work they've put in.

Why is it that I get more information from other people who have never even touched my truck than I do from the dealership who's been working on it?!?! What you have just told me is more than they ever have!

 

[rugedraw]

Because the person you talk to is the service advisor and not the tech. It is rare to find an SA who is a car guy/girl and knows what is going on with their customer's vehicles and has an understanding of these issues. I've worked in the business for years in sales (6 years for Ford; I'm now with JLR), and I run circles around the service advisors in my old Ford store.

 

[HammaMan]

Totally agree, my trucks been in Moab for 45 days now waiting on an in-tank fuel pump that I'm sure is the same as what they are building new trucks with.

That's pretty shitty, but if you knew how easy an in-tank pump is to change, you would have done it already. Hell there's some youtubers that run around up there and do stuff free, reach out to them. They'll make a vid of swapping out your pump because @Ford Motor Company won't help their customers. Find someone and post the vid when your free fuel pump replacement goes to youtube. I'll buy the pump.

 

[CoolCoyote]

Are there any Field Service Engineers or anyone from the Software Development Team on here? Dealership has had my truck for 3 weeks+ supposedly waiting for information from a Field Service Engineer. I have a case number from Ford. Dealership doesn't seem to be getting any traction from Ford engineers.

Ford probably laid them off with the last round of cuts. That's what they did in 07/08.

 

[rockfish]

That's pretty shitty, but if you knew how easy an in-tank pump is to change, you would have done it already. Hell there's some youtubers that run around up there and do stuff free, reach out to them. They'll make a vid of swapping out your pump because @Ford Motor Company won't help their customers. Find someone and post the vid when your free fuel pump replacement goes to youtube. I'll buy the pump.

Ford says the in-tank pump PL3Z9H307B is on nationwide backorder and not in stock at any dealership in the country. They say they are working with the supplier but there is no ETA. They have been saying the same thing for 6 weeks now.

 

[scott011422]

Ford says the in-tank pump PL3Z9H307B is on nationwide backorder and not in stock at any dealership in the country. They say they are working with the supplier but there is no ETA. They have been saying the same thing for 6 weeks now.

I think he means you could go with an aftermarket fuel pump. Ford is only going to do factory parts. Bet a local auto parts store as a suitable pump in stock.

***EDIT***

Ouchies. I looked for my Powerboost and also just the 3.5L. Both take the same pump. O'Reilly carries it for 1419.00, Also on national backorder. Autozone, Advance and Napa dont even carry a pump for 2021 and up 3.5l.

 

[HammaMan]

Let's see if parts are magically available once the strike hits
Trucks on lots should have very minimal fuel if you're looking for a 'new' pump.

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