How Long Does it Really Take Ford Corp to Answer Dealership Technician Requests

[lkellar]

I got a gateway module that is not talking to the telematics control unit in a 23 F150 powerboost. The truck has been torn apart and waiting for Ford corporate to make the call on what to do next for over a week and a half. What kind of turnaround should be expected from Ford corporate? I can’t believe they leave their dealers hanging out like that.

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[eharri3]

Having had a software/module problem that put my truck down for 15 days, I can tell you there's a combination of things. Ford can be taking their time making the call, but also depending on the size of the dealership there may be only 1-2 guys qualified to work your problem. That's going to be a senior guy who works Monday through Friday and could be off by 3 or 4pm.

That tech may be working multiple cases at once, taking breaks from your truck to turn over faster stuff that keeps money coming in. It can take an hour-plus to reprogram certain things on these trucks. Dude may turn his attention to your truck at 11:AM, work on it for 2 hours. Take a lunch break. Work on it for another hour or so just waiting for the computer to do something, then wrap it up a couple hours before the dealer closes to knock out other stuff. He may have days off or days when he does not get to your truck at all.

They will not be running diagnostics in your truck from open to close 6 days per week, they will probably fit in a couple or a few hours per day on it between other things. They may have gotten the call a few days ago and could be waiting for the tech to be able to set aside a chunk of time needed for the next recommended step if it's something time consuming where he needs to be able to follow through from beginning to end with no interruption.

But the canned answer they give you to keep you calm may be "waiting for a call from corporate." That's easier than trying to explain all of this to you.

 

[FirstFord]

My truck was at my small-town, rural dealership for an electronic issue, and the techs couldn't figure it out. They had to get Ford corporate engineering involved - twice. Each time, it took Ford 24~48 hours to respond. The issue got fixed.

 

[FirstFord]

Having had a software/module problem that put my truck down for 15 days, I can tell you there's a combination of things. Ford can be taking their time making the call, but also depending on the size of the dealership there may be only 1-2 guys qualified to work your problem. That tech may be working multiple cases at once, taking breaks from your truck to turn over faster stuff that keeps money coming in. It can take an hour-plus to reprogram certain things on these trucks. Dude may turn his attention to your truck at 11:AM, work on it for 2 hours. Take a lunch break. Work on it for another hour or so just waiting for the computer to do something, then wrap it up a couple hours before the dealer closes to knock out other stuff. He may have days off or days when he does not get to your truck at all.

They will not be running diagnostics in your truck from open to close 5 days per week, they will probably fit in a couple or a few hours per day on it between other things. But the canned answer they give you may be "waiting for a call from corporate."

Sounds VERY plausible / likely! Great explanation!

 

[powerboatr]

Be the squeaky wheel
Call ford customer care line
Start there adking why etc

 

[roadPilot]

There is no one correct answer. Every issue is different. Every dealership is different. My 2021 Job1 F150 was in for over 2 months with the dealership working with Ford engineering to enable Bluecruise. Two APIMs and one GWM. One battery. Lots of attempts to update. Nobody was lollygagging - I've been buying and servicing my new Ford/Lincoln vehicles (well over a dozen) there for almost 20 years. Know the owner well.

 

[TarnishedCopper]

With all of the strange problems, defective parts, (e.g. axles, wiper motors) recalls etc It is no wonder that it takes Ford forever and a day to reply. The dealership I bought from does not stay abreast of updates. When I called them to set up an appointment to have the rear axles replaced, they didn't even knoe Ford was doing that. In my opinion, the dealership is probably where the delay is. Ford probably called the dealership and no one with any expertise from the dealership called them back. My experience is that car dealerships are still "Good Ole Boy" operations that do the bare minimum they can while hiding behind all the false B.S. of how good their service is.

 

[PowerBoostSoCal]

Dealer is the difference, the larger with good ratings and a good service manager is preferred to a small shop with maybe only one or two qualified techs. The small dealer was great to buy from - but the larger dealer is better for service in my view.

 

[lkellar]

Thank you for the replies. The first guy nailed it there’s only one tech that could work on a power boost/hybrid/EV vehicle in the whole dealership. And the fellow is a really really nice guy as well. It’s just frustrating when the truck sits there for a week waiting on Ford. But to update, the truck is working better now and hopefully we will get it back by the end of this week.

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