Problems with Service Department

[Deleted member 1518]

So, I'll try to make a long story short.
I have a '21 Powerboost with BlueCruise. About a month ago, FordPass stopped being able to talk to the truck. Read about issues with the TCU locking up, so I pulled power overnight with no change. I disconnected both batteries (main and aux under the passenger side back seat) overnight and it still wasn't working. I went into the diagnostic menu of the radio and could see the TCU was showing disconnected. So, I make an appointment and take it to the dealer. That was on 9/5. SA calls me the next day saying they confirmed that the TCU was non-responsive, but that I had a pending BlueCruise update that included a TCU update. They wanted to try that to see if the update would spring it back to life somehow. It failed. They "opened a case with Ford engineering."

As of today, they've had the truck in the shop for 21 days and it's still not fixed. I opened a case with corporate last week, but haven't spoken to the assigned rep. They called me today while I was in a meeting so I missed the call. I called back and left a VM but nothing since. The SA called and left a VM about 15 minutes after the corporate rep called. Also missed that one and called back with no answer. I finally sent an email to the dealer's SM, laying everything out. Not even 5 minutes later, the SA calls me with an update.

They are now saying that Ford is "writing software to fix your truck" but I know that's a load of bull. My guess is that Ford is modifying the update due to install failures or something more along those lines. The dealer is wanting to give me the truck back until a "fix is available", but I have a feeling that has more to do with the 20 business day timeline for lemon law to kick in (I'm in NC). We're at 16 regular business days. If the law counts any day that the shop is open, then we're at 19 and tomorrow is 20 since they are open on Saturday.

What would you do?

Sponsored

 

[rugedraw]

Guys, he posted this on F150forum and I asked him to post it here so that the people on here can maybe help him out. When he posted over there, this was my response to him based on what I saw:

It seems the last time your TCU talked to Ford was August 23. However, right now, the problem is beyond your TCU. I see where they tried to perform the Bluecruise config program several times and it failed because it could not communicate with a module, but which module is not specified by FDRS. They also tried to update your APIM and that failed. At this point, the truck sat for a week while I am assuming they were waiting for a new APIM to arrive, because on 9/20 it shows the tried to PMI the APIM and it failed to program twice (even though from what I can see, they did the PMI correctly). Since then, they have not worked on the truck and I am assuming it is because they are talking to Ford.

What is interesting to me is that the PMI of the APIM failed due to a VIN verification error the first time and a part number verification the second time. The last time your truck talked to Ford, it recorded a DTC on the IPC that reads:

IPC U2100 00 08 "Initial configuration not complete"

The is an SSM from Ford tied to that DTC that reads:

SSM 51903 Various Vehicles - Diagnostic Trouble Codes (DTCs) U2100 And/Or U3002 Stored In CCM, SODL, SODR, SODCMC, And/Or SODCMD
Some 2021-2023 Ford and Lincoln vehicles may exhibit DTCs U2100 and/or U3002 stored in the cruise control module (CCM), side obstacle detection control module LH (SODL), side obstacle detection control module RH (SODR), side obstacle detection control module C (SODCMC) and/or side obstacle detection control module D (SODCMD) after a module replacement. DTC U2100 may set when the module has not been properly configured after replacement. DTC U3002 may set when the module has been configured with the incorrect VIN. To correct this condition, verify that the module storing the DTC has been installed following the applicable Workshop Manual (WSM) Removal and Installation procedure. If the DTC is still stored, download and run the Vehicle Identification Number (VIN) Write application found under Toolbox, Multi-Module tab in the Ford Diagnosis and Repair System (FDRS).

I do not see any indication that your IPC was ever replaced, which would mean it was misconfigured from the factory or during an OTA that botched the configuration. All of this is a theory and should be taken as just that. I am a car salesman and not a technician or a software engineer.

I believe your truck has some configuration issues that are way beyond what the dealership can handle, but it can be fixed by Ford's engineers......eventually. With your permission, I would like to share you VIN with one other person to look at your truck and confirm if you do have config issues. Depending on the situation, he may be able to help you fix it.

The person I wanted to share you VIN with is @Jesse-Infotainment. He is the resident guru here when it comes to just about any and all module programming issues with these trucks. Once he chimes in, I will forward him your VIN so that he can take a look and see if I am on to anything and if not, he can point you in the right direction. Many times, what I see as a complicated issue, he sees an easy fix where he can go in and correct everything in minutes.

 

[Deleted member 1518]

I don't mind the VIN being out in the wild for anyone willing to help out.

1FTFW1EDXMFB11751

 

[rugedraw]

I don't mind the VIN being out in the wild for anyone willing to help out.

1FTFW1EDXMFB11751

In the meantime, go to your truck and take a pic of all the info you see on the "about sync" menu on your touchscreen. Depending on the issue, the info there may be relevant for him to figure out what your issue is.

@Administrator I believe this should be moved to this section:

https://www.f150gen14.com/forum/forums/issues-repairs-tsb-recalls-warranty.55/

 

[charmai101]

My TCU was locking up a few times, but I didn't do anything about it since it only impact NAV, which I don't use anyway. After awhile, it starts working again. I wouldn't leave my truck at Ford's service department unless it couldn't run or needs actual service such as oil change, etc ...

 

[Jesse-Infotainment]

eVERYTHING LOOKS FINE. Run a PMI on the IPC. The config is good in the IPC itself.

The gateway Is good.

The APIM is good.

You have several updates.. but the over BLue Cruise should work as is.


Not sure what they are needing but as it stands right now you should be able to drive it and have BC working.

 

[Deleted member 1518]

@rugedraw it's still with the dealer.
@Jesse-Infotainment thanks for checking.

Maybe something has changed this morning. The Service Director called me first thing with, more or less, an "I'm involved" type update. Nothing about the truck though. I presume I'll get a call at some point later today. FordPass is still not connecting, so I'm guessing nothing has changed with the TCU. I should have clarified, I have been getting OTA updates and had BC enabled a few months ago. It stopped working when the TCU stopped functioning. I'm guessing it does a chirp to the "mothership" to verify the truck is on the right road before allowing BC to turn on.

My TCU was locking up a few times

It had been non-responsive for nearly two weeks before I took it in. I use BC and FordPass quite often so it was/is impactful for me.

 

[NotMyName]

Guys, he posted this on F150forum and I asked him to post it here so that the people on here can maybe help him out. When he posted over there, this was my response to him based on what I saw:

It seems the last time your TCU talked to Ford was August 23. However, right now, the problem is beyond your TCU. I see where they tried to perform the Bluecruise config program several times and it failed because it could not communicate with a module, but which module is not specified by FDRS. They also tried to update your APIM and that failed. At this point, the truck sat for a week while I am assuming they were waiting for a new APIM to arrive, because on 9/20 it shows the tried to PMI the APIM and it failed to program twice (even though from what I can see, they did the PMI correctly). Since then, they have not worked on the truck and I am assuming it is because they are talking to Ford.

What is interesting to me is that the PMI of the APIM failed due to a VIN verification error the first time and a part number verification the second time. The last time your truck talked to Ford, it recorded a DTC on the IPC that reads:

IPC U2100 00 08 "Initial configuration not complete"

The is an SSM from Ford tied to that DTC that reads:

SSM 51903 Various Vehicles - Diagnostic Trouble Codes (DTCs) U2100 And/Or U3002 Stored In CCM, SODL, SODR, SODCMC, And/Or SODCMD
Some 2021-2023 Ford and Lincoln vehicles may exhibit DTCs U2100 and/or U3002 stored in the cruise control module (CCM), side obstacle detection control module LH (SODL), side obstacle detection control module RH (SODR), side obstacle detection control module C (SODCMC) and/or side obstacle detection control module D (SODCMD) after a module replacement. DTC U2100 may set when the module has not been properly configured after replacement. DTC U3002 may set when the module has been configured with the incorrect VIN. To correct this condition, verify that the module storing the DTC has been installed following the applicable Workshop Manual (WSM) Removal and Installation procedure. If the DTC is still stored, download and run the Vehicle Identification Number (VIN) Write application found under Toolbox, Multi-Module tab in the Ford Diagnosis and Repair System (FDRS).

I do not see any indication that your IPC was ever replaced, which would mean it was misconfigured from the factory or during an OTA that botched the configuration. All of this is a theory and should be taken as just that. I am a car salesman and not a technician or a software engineer.

I believe your truck has some configuration issues that are way beyond what the dealership can handle, but it can be fixed by Ford's engineers......eventually. With your permission, I would like to share you VIN with one other person to look at your truck and confirm if you do have config issues. Depending on the situation, he may be able to help you fix it.

The person I wanted to share you VIN with is @Jesse-Infotainment. He is the resident guru here when it comes to just about any and all module programming issues with these trucks. Once he chimes in, I will forward him your VIN so that he can take a look and see if I am on to anything and if not, he can point you in the right direction. Many times, what I see as a complicated issue, he sees an easy fix where he can go in and correct everything in minutes.

Jesse is a smart dude and a true gift to us all here! My Bronco has been in the shop for 5 weeks getting recalls taken care of and fixing the cameras. For some reason the screen would always show 1 to all of the cameras not working. Ford said they had to replace the IPMB and once they did they couldn‘t get the software to load. After hearing this for almost 2 weeks I reached out to Jesse. His response is below and take a look at the highlighted part. I sent that pic to the service manager and followed up yesterday. He told me they may have been shipped the wrong part. Was this because they figured it out on their own or considered Jesse is right and started going that direction.

I met Jesse face-to-face on Tuesday. He’s such a kind and humble guy that just wants to help people. I’ve been chatting with him on and off for about a year and begged him to let me pay something for his time. Looks like he was finally pressured by enough of us to post a way to send him some money as a thank you that he finally broke down and posted his PayPal link PayPal.me/jessedigirolomo. I encourage everyone he helps to show him some love. WE NEED HIM and want him to stay around!

 

[rugedraw]

Run a PMI on the IPC.

I thought the same thing. The thing is, the dealer still has the truck and OP does not have a Mongoose/FDRS to run the PMI himself. Unless he can convince the dealer to listen to him and have them PMI the IPC, I don't see how it will get done.

 

[Deleted member 1518]

OP does not have a Mongoose/FDRS

Correct. Closest I've got is ForScan with an OBD EX adapter.

 

[rugedraw]

Correct. Closest I've got is ForScan with an OBD EX adapter.

Worse case, I can add you to the waiting list to borrow one of mine. The list is short now.

 

[Jesse-Infotainment]

Correct. Closest I've got is ForScan with an OBD EX adapter.

We can fix it with that MOST likely

 

[Deleted member 1518]

We can fix it with that MOST likely

I appreciate that! I'll post another update here once I hear something else from the dealer.

 

[NAV165]

We can fix it with that MOST likely

Maybe you can help? My truck is stuck in deep sleep mode since June 3, 2023. 2021 F150.
Dealer attempted to fix it and the second time said they need to remove the dash to get a part number to a cable? Cable was ordered and they were to install. While installing the new cable they broke something, I don't know what, anyway 2 days later the part arrives and I receive a call the truck is all ready. I pick it up, truck still in deep sleep mode, and no communication to Ford Pass App, and now I have a list of things not working correctly, Here is a partial list, the truck now reads my 36 gallon tank as 24 because my range to empty with 20 mpg average is about 324. Open the door and it chimes like the keys are left in it and makes the same chime constantly when I'm in reverse, The truck has 32,000 miles on it and when I picked it up the engine hour meter says 1 hour....I guess the F150's now go 32,000 MPH?
The dashboard light stays on constantly even when parked overnight, still on in the morning. That's a partial list, I'm now receiving the warning that I have about 40 miles to empty and I know I have a half a tank of fuel so not sure what will happen when it gets down to zero? Truck is going back in the shop Wednesday but I don't have much confidence it will be fixed, I was provided a code from customer service that I'm supposed to share with the dealer T 22-20-123. Vin is 1FTFW1E84MKD62226. Any insight you can provide would be much appreciated.

 

[Jesse-Infotainment]

Maybe you can help? My truck is stuck in deep sleep mode since June 3, 2023. 2021 F150.
Dealer attempted to fix it and the second time said they need to remove the dash to get a part number to a cable? Cable was ordered and they were to install. While installing the new cable they broke something, I don't know what, anyway 2 days later the part arrives and I receive a call the truck is all ready. I pick it up, truck still in deep sleep mode, and no communication to Ford Pass App, and now I have a list of things not working correctly, Here is a partial list, the truck now reads my 36 gallon tank as 24 because my range to empty with 20 mpg average is about 324. Open the door and it chimes like the keys are left in it and makes the same chime constantly when I'm in reverse, The truck has 32,000 miles on it and when I picked it up the engine hour meter says 1 hour....I guess the F150's now go 32,000 MPH?
The dashboard light stays on constantly even when parked overnight, still on in the morning. That's a partial list, I'm now receiving the warning that I have about 40 miles to empty and I know I have a half a tank of fuel so not sure what will happen when it gets down to zero? Truck is going back in the shop Wednesday but I don't have much confidence it will be fixed, I was provided a code from customer service that I'm supposed to share with the dealer T 22-20-123. Vin is 1FTFW1E84MKD62226. Any insight you can provide would be much appreciated.

Sounds like they replaced the Cluster and didnt program it.

Also sounds like they disconnected the ethernet at the gateway.

You have some massive issues. You would need the hours off the old cluster.. Otherwise youll have serious issues now if you ever sell or trade because youll have a odometer issue.

I would go press them to get this corrected.

They may have violated federal laws by not correcting the odometer and engine hours. Im not too clear but I know that is extremely serious and needs to be corrected or it could come down on you if you go to sell and dont make them aware.

Here they saw it would take 3 hours to PMI the new cluster and selected no

You need to fight the dealer. They need tomae the IPC right or it will cause issues down the road. Both for odometer and update

Sponsored