Problems with Service Department

[FirstFord]

(Note that I do NOT see Jesse as a $free service. I have not and never will take advantage of his generosity)

A true gentleman; very respectful...

The dealership is the LAST option I would rely on. Gives me the heebyjeebies just considering handing them my keys and leaving the premises.

That speaks volumes! Ouch!

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[Deleted member 1518]

Went on travel this week. Finally got an update yesterday:

I hope all is well. I tried to call you. I just spoke to your dealership. The engineer did come out earlier this week. The dealership ordered a TCU (telematics control unit) for your vehicle. It has shipped so they are expecting it early next week and hope to have your vehicle repaired by Wednesday next week. I will follow up with you on Wednesday 11/22/2023.

The best part is that I asked the service manager about just replacing the modem over a month ago.

This is their last shot.

 

[Deleted member 1518]

The tomfoolery continues. I cracked open FordPass earlier and, good news, I was able to refresh the truck data so it's back on the network. I'm not sure what else, if anything, they need to do.

Where the plot thickens is that before the it stopped checking into FordPass, the mileage was at 22,213. I know this because when I opened the BBB Auto Line case, they required the current mileage and I pulled what FordPass was showing then. The check in this morning is showing 22,537. So, either the data was bad from the beginning or they managed to put 300 miles on the truck while it was there.

@rugedraw or @Jesse-Infotainment does FDRS/Oasis show a mileage history that would be able to confirm? Just hoping to be armed with information before getting a call from the dealer.

 

[rugedraw]

The tomfoolery continues. I cracked open FordPass earlier and, good news, I was able to refresh the truck data so it's back on the network. I'm not sure what else, if anything, they need to do.

Where the plot thickens is that before the it stopped checking into FordPass, the mileage was at 22,213. I know this because when I opened the BBB Auto Line case, they required the current mileage and I pulled what FordPass was showing then. The check in this morning is showing 22,537. So, either the data was bad from the beginning or they managed to put 300 miles on the truck while it was there.

@rugedraw or @Jesse-Infotainment does FDRS/Oasis show a mileage history that would be able to confirm? Just hoping to be armed with information before getting a call from the dealer.

Vehicle history shows a new GWM was installed and PMI'd two days ago. Your truck was not reporting to Ford at all to see when it was turned on and/or driven. Unfortunately, I have no way of answering your question.

 

[Deleted member 1518]

Vehicle history shows a new GWM was installed and PMI'd two days ago. Your truck was not reporting to Ford at all to see when it was turned on and/or driven. Unfortunately, I have no way of answering your question.

Fair enough. I was hoping the programming attempts from September would include the mileage when it was done. Thanks for checking!

 

[Deleted member 1518]

To close this out, I picked the truck up and their justification was the added mileage was from driving to and down the interstate to see if BC would kick on. I sat with the service manager for a bit who laid out a number of excuses for the delay...predominantly that the person they go through for engineering support was dragging their feet, slow to respond, was on leave for a few weeks, etc. and was the main source for it taking so long.

On the corp case front, the rep called afterwards to see how things were going and to talk compensation. I asked for a year or two of BC and she vehemently denied it saying they couldn't offer that as comp since it's ran by a third party, yadda yadda. Long story short, we landed on $1000. I used it to purchase the discounted 3 year BC subscription and had leftovers.

Thanks to everyone that chimed in and offered help. Really appreciate it!

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