Byrdman
Member
- Thread starter
- #1
I have a 2021 CCLB Lariat with the 5.0. I have had it about 15 months now and it's never done an OTA update. I fished around the other forums here and found that the APIM probably wasn't communicating. Instead of buying cables and trying to update the APIM software myself, I figured I'd eat some labor and have my local dealer perform the update. Well, that's where the fun started.
The truck has been in and out of the dealer three times now, each time being about four days. The dealer is about an hour away so this whole thing has been a huge hassle. The technician tried numerous times to get the APIM updated but it never took. He opened a Tech Service case with Ford and their response times (according to the dealer) were three of four days each time.
Last night, I called the Ford Customer Service line to see if they could assist in getting this moving. They apparently have no visibility to the Tech Service side of the business and their response was to pull the truck and take it to another dealer! Well, magically this morning, Ford finally responded to the case and their fix is to simply have the dealer replace the APIM under customer-pay with zero financial assistance!
I am beyond pissed........ I am not expecting free parts nor any free labor, my truck is out of warranty coverage. BUT, after me getting upset with the extended delays and pushing hard on corporate, they finally respond to the case with a "forget further diagnostics, just tell the customer to replace the module!"!! That is pathetic!
I work as a territory rep for a large commercial truck manufacturer if this were to happen to ANY of my customers, I'd be on the phone digging my company out of the hole they'd just created AND I'd be covering the bill (at least partially) in an attempt to save a customer. I also would have NEVER thrown the dealer under the bus!
Does anyone here have access to view Ford Tech Service case files? I'd really like to see the communication string if possible.
Thanks.........
The truck has been in and out of the dealer three times now, each time being about four days. The dealer is about an hour away so this whole thing has been a huge hassle. The technician tried numerous times to get the APIM updated but it never took. He opened a Tech Service case with Ford and their response times (according to the dealer) were three of four days each time.
Last night, I called the Ford Customer Service line to see if they could assist in getting this moving. They apparently have no visibility to the Tech Service side of the business and their response was to pull the truck and take it to another dealer! Well, magically this morning, Ford finally responded to the case and their fix is to simply have the dealer replace the APIM under customer-pay with zero financial assistance!
I am beyond pissed........ I am not expecting free parts nor any free labor, my truck is out of warranty coverage. BUT, after me getting upset with the extended delays and pushing hard on corporate, they finally respond to the case with a "forget further diagnostics, just tell the customer to replace the module!"!! That is pathetic!
I work as a territory rep for a large commercial truck manufacturer if this were to happen to ANY of my customers, I'd be on the phone digging my company out of the hole they'd just created AND I'd be covering the bill (at least partially) in an attempt to save a customer. I also would have NEVER thrown the dealer under the bus!
Does anyone here have access to view Ford Tech Service case files? I'd really like to see the communication string if possible.
Thanks.........
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