Are Ford dealers really this bad about the Mach-E

Cobra427

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The dealer is a dufus for sure - but- they never would have been in this situation in the first place if the software in the Mach E had worked correctly. Expect more of this until reward systems change. Here is a post I wrote in another section of the forum:
------------------
Ah yes, bad software. It's everywhere, isn't it? Wonder why?

As a retired quality engineer having worked for two of the major auto companies, neither of which was Ford, I can state flatly that the majority of customer problems with cars today are software related. Not all, but most.

Thought about this for a while now, and have come to the conclusion that the root cause is the reward system used to compensate system developers. There are differences, and I think it matters.

Hardware developers, both mechanical and electrical, are rewarded for innovation and quality results. If their stuff works, they benefit.

Software developers are rewarded for volume. The more lines of code produced, the more they make. This is the primary reason computer storage (memory) has skyrocketed in recent decades. Quality and efficiency are not major factors, just how many lines did you produce today.

This is the same system now engaged in the development of AI systems, which are touted as the future of all things. Some concern is justified, don't you agree?

Bad software may be the downfall of civilization as we know it.
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CyanLite

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In the time it took to make this video they could have found a dealer better able to handle their problem.

Admittedly, I skipped my way through it, but when he held up a functioning fob..... my heart broke and I felt sorry for the
hardship they have to endure.
I know many of you didn't watch the entire video, but the main issue is that applying software updates that ends up bricking the entire vehicle. It may or may not be a dealer specific issue, but the thought of turning a car into a $50,000 paperweight is the bigger concern here.
 

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I know many of you didn't watch the entire video, but the main issue is that applying software updates that ends up bricking the entire vehicle. It may or may not be a dealer specific issue, but the thought of turning a car into a $50,000 paperweight is the bigger concern here.
Are there people out there that are unaware that this has been possible for over a decade?!?!?
 

Murse-In-Airy

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I know many of you didn't watch the entire video, but the main issue is that applying software updates that ends up bricking the entire vehicle. It may or may not be a dealer specific issue, but the thought of turning a car into a $50,000 paperweight is the bigger concern here.
I did watch the whole thing just to see what was “unfixable” about her MME. When the dealer didn’t have my appointment, I would have walked away. When they said they had already bricked other people’s cars by doing a software update…. I would have driven away as quickly as possible.
 

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Here is my experience with the PAAK software update. I got the notification through fordpass and then called my dealer. They told me they don't have the software yet but it should only be a day or so. They told me when I receive a letter in the mail call in and schedule a time for the software flash. Three days after that I received the letter and called to setup a time. When I called the dealer said I have two choices because they don't have any loaners they would pickup the car, do the upgrade, and drop it back off at my home or I could bring it in. I decided to bring it in. I arrived 45 minutes early to my appointment they said no problem it should only take about a hour. 57 minutes later they were calling my name letting me know it was done. I drove home and everything has worked as it should.

I think what dealer you take it to makes a huge difference. I bought my car from Apple Valley Ford because of previous positive experiences at their service department. There is a Ford dealer much closer to my home but I won't buy anything from them or go there for service.
 
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I don't have my Mach E yet but I originally ordered one from my "family" of dealerships that I have done business with for 21 years. The Ford side was so bad I cancelled the order and found another dealer. I really wish Ford would get their crap together and hold the dealers to a higher standard. OK, all dealers. I don't like the service dept for my wife's Prius either. They won't sell me low rolling resistance tires....
 

tuminatr

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I don't have my Mach E yet but I originally ordered one from my "family" of dealerships that I have done business with for 21 years. The Ford side was so bad I cancelled the order and found another dealer. I really wish Ford would get their crap together and hold the dealers to a higher standard. OK, all dealers. I don't like the service dept for my wife's Prius either. They won't sell me low rolling resistance tires....
I agree with you, Ford should have an EV-certified dealer program just like they had and may still have an SVT-certified dealer program. If you want to sell one of these more complicated cars you must be certified to sell and service them.

The dealer where I won't buy a car or go for service almost lost me as a ford customer.

LRR is another topic that needs to be addressed by this country, I love the European labels they certify every tire. Every tire has a fuel consumption rating on the label because low rolling resistance is a general term and some tires are better than others but it's near impossible to figure that out here in the USA.
 
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smartino

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I had the PAAK update done last week, absolutely no issues with the update being done. I have had 2 software updates done by the same dealer and both were just fine. Clearly the dealer they went to is totally clueless and I would stay away from them. The title of the video is very misleading and I am sure they know it. I have a hard time watching her videos, that voice is just too much for my ears.
 

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I agree with you, Ford should have an EV-certified dealer program just like they had and may still have an SVT-certified dealer program. If you want to sell one of these more complicated cars you must be certified to sell and service them.

The dealer where I won't buy a car or go for service almost lost me as a ford customer.

LRR is another topic that needs to be addressed by this country, I love the European labels they certify every tire. Every tire has a fuel consumption rating on the label because low rolling resistance is a general term and some tires are better than others but it's near impossible to figure that out here in the USA.
They DO have an EV certified dealer and EV certified repair center (two different certifications) program. That's the concerning thing here. That said, there's a Ford dealer closer to me who got MMEs very early on and they're neither, and the local-ish EV certified dealer I ordered from has barely seen one. It's a bit unnerving.
 

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I know many of you didn't watch the entire video, but the main issue is that applying software updates that ends up bricking the entire vehicle. It may or may not be a dealer specific issue, but the thought of turning a car into a $50,000 paperweight is the bigger concern here.
You don’t think that is a realistic possibility? If you do, you are as oblivious as they were/are.
 

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I know many of you didn't watch the entire video, but the main issue is that applying software updates that ends up bricking the entire vehicle. It may or may not be a dealer specific issue, but the thought of turning a car into a $50,000 paperweight is the bigger concern here.
Have there actually been any actual first hand reports of MME getting bricked by this update? A typical service adviser is basically a salesman who isn't good at selling.
 

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I suspect the dealership found them as incredibly annoying as I do, and as such decided to be unhelpful. Is that petty? Absolutely… but, it’s also totally the dealerships prerogative… there are others they can visit… and I can’t say I wouldn’t do exactly the same if I worked in a dealership and these two walked in and started cheese-grating my ears.
 

Carsinmyblood

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Is her name Karen?
 

John_C

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Completely the dealers fault. I sent Shannon a DM because the dealer probably bricked a couple of cars because they didn't follow Ford's instructions properly.
My dealer (Towne Ford, Redwood City CA) took all day for the PaaK software update and the SSM 49676 update. They don't have anyone specifically trained on the Mach-E in the service department. The service advisor who handles the Mach-E there is terrific and very candid about how they're running to catch up with the special needs the car presents.

When I took mine in for the PaaK software recall and the 49676 update last week, I was the guinea pig for the process. They hadn't done either before. I was optimistic about the 2-hour window others here on the forum have posted about, but mine was an 8:30 am - 5 pm thing. That may be rooted in other issues at the dealer.

Next up: replacement of my cracked front windshield at SafeLite tomorrow afternoon ...
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