Please DM me your VIN, dealer and I’ll look at it on my end - experience with Ford Motor Company account here?

[Logal727]

Well said, I want to add that this site didn't just get here by accident.

pretty sure every vehicle gets a forum made by the conglomerate that owns these forums..

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[FUNgineer]

So, by now we have seen that from Ford Motor Company on dozens of threads.

What I haven’t seen once yet is “thanks Ford you fixed my problem!”

So I’m curious for those who’ve done it. What was the outcome?

Here is the email they sent me regarding the headlight switch issue, and profile issue.

“ Thank you for reaching out to Ford regarding the issues you are having. After going through your manual, available at owner.ford.com, I was able to see the "easy exit" feature is something that can be turned off. I suggest in maybe doing so until you are able to visit a local Ford dealer. With you being able to hear the motor clicking, we would like to address that. Regarding the dinging noise, check to see if it does it when the vehicle is unplugged from the charger. Again, as soon as you are available, please visit your local Ford dealer for assistance. I will resolve this case. If you have any further questions, please feel free to reach back. Have a great rest of your day.”

I was contact by ford on these forums for an error I had which would not clear. They did help me and I thought I did post my experience. Not only did they make sure my issue got a internal case assigned, the case manager also made sure the dealership knew Ford was watching. My sensor was fixed and Ford also provided a 75k mile bumper to bumper extended warranty for free as an apology for having to deal with a sensor issue on a brand new vehicle. So yes, they were very helpful for me.

 

[kulaga]

Not a success story, yet... but it has been helpful. I DM'd them my information which led to a case being created and a few different interactions with a few tiers of customer support. Provided additional information that the dealer either misunderstood or misled me on. Helped coordinate moving to a new dealer and contacting them to explain the situation. The end result is still waiting on a fix for the stuck 1.7.1 update but at least I have a number to call and check in every 2 weeks to see if it's ready and hopefully someone to help coordinate getting the fix.

Would it have been better if they were proactively reaching out to me and up to date on the latest information, sure! But at least it's an extra resource to minimize my dealership interactions. I will be so much happier when the dealer model dies or at least evolves into a place to pickup cars and a service department of factory employed mechanics.

 

[JohnnyForensic]

So, by now we have seen that from Ford Motor Company on dozens of threads.

What I haven’t seen once yet is “thanks Ford you fixed my problem!”

So I’m curious for those who’ve done it. What was the outcome?

Here is the email they sent me regarding the headlight switch issue, and profile issue.

“ Thank you for reaching out to Ford regarding the issues you are having. After going through your manual, available at owner.ford.com, I was able to see the "easy exit" feature is something that can be turned off. I suggest in maybe doing so until you are able to visit a local Ford dealer. With you being able to hear the motor clicking, we would like to address that. Regarding the dinging noise, check to see if it does it when the vehicle is unplugged from the charger. Again, as soon as you are available, please visit your local Ford dealer for assistance. I will resolve this case. If you have any further questions, please feel free to reach back. Have a great rest of your day.”

For me, I think they helped in the escalation of my issue to a Ford Field Engineer instead of just dealing with the service department at my local dealership. While the issue still exists (completely unreliable “last mile” mapping from the Ford navigation maps), the field engineer did update all of my modules to what was current at the time, and then I started getting OTA updates (no idea if the two were related or just timing), so all in all, I was glad for their involvement in getting a Field Engineer assigned.

 

[Jim_I]

The APIM problem in the Job 1 cars resulting in a failure of the 1.7.1 update and no longer able to receive any future OTA updates is a well known and highly discussed problem. This has been going on since November, 2021. I have been to the dealership twice at the request of Ford with no resolution.

All we have heard from Ford is we are working on a fix and it should be ready in February. February is now almost half over and there has been no message sent out with an update to this situation.

It is just quite simply terrible customer support relations.

We are the people that put up our money first. Waited over a year to take delivery. We did our part and tell the world how much we like this vehicle. But now it is time for Ford to step up and make good on their promise to fix our cars. That is all I am really asking for.

Jim

 

[Rfehl62]

So, by now we have seen that from Ford Motor Company on dozens of threads.

What I haven’t seen once yet is “thanks Ford you fixed my problem!”

So I’m curious for those who’ve done it. What was the outcome?

Here is the email they sent me regarding the headlight switch issue, and profile issue.

“ Thank you for reaching out to Ford regarding the issues you are having. After going through your manual, available at owner.ford.com, I was able to see the "easy exit" feature is something that can be turned off. I suggest in maybe doing so until you are able to visit a local Ford dealer. With you being able to hear the motor clicking, we would like to address that. Regarding the dinging noise, check to see if it does it when the vehicle is unplugged from the charger. Again, as soon as you are available, please visit your local Ford dealer for assistance. I will resolve this case. If you have any further questions, please feel free to reach back. Have a great rest of your day.”

They told me to go to my dealer. When I told them I was the dealer I was hung up on. Over the course of 8 months I have been hung up on about 4 times. The other times the person just told me there was nothing they could do. Have you ever heard a shoulder shrug over the phone? Becasue I sure have...

 

[Davedough]

I had quite a few issues all the way from Ford canceling my reservation to getting a damaged car delivered and having to wait for parts. Each communication started out nice but ultimately I either had no resolution or I had to solve the issue myself

 

[Mawby]

Not really. We just need to see impact instead of the same reply pasted into threads where people are genuinely needing their help or divine intervention.

If users came back and reported the result as is suggested, that would be better.

 

[Mach-Lee]

I wish Ford had a "Report an Issue" website for everything from dealer issues to API bugs. Basically like a customer-facing IT ticket system. Instead of feeling like you have to make a post to get their attention.

 

[DevSecOps]

I wish Ford had a "Report an Issue" website for everything from dealer issues to API bugs. Basically like a customer-facing IT ticket system. Instead of feeling like you have to make a post to get their attention.

You can just pick up the phone and call them. It's the same ticket that the FMC account here would create.

 

[TAPe]

Since my apim was replaced, I have to pair my phone every time I get into the car after it has sat for a while. After the repair, I called Ford because the Ford App wouldn’t Bluetooth connect. It took about an hour but we got the Bluetooth to connect. I didn’t realize until later that I was having to pair the phone to make calls even though everything else worked with the PaaK. I posted this issue recently in the Forum. Ford reached out to me and actually called. The person told me that she was not familiar with technology problems and gave me a case number and a phone number to call. When I called that number, the person told me she was not that familiar with Mach e’s but would pull up the owner’s manual to check out phone pairing. I told her that I had previously done this but let her read the manual. She concluded that I could just go on pairing like I’m doing or I could take it to the dealer (where it sat for 32 straight days last October before it was decided by Ford working with the dealer’s tech to replace the apim). After this last call with Ford, I will probably go on pairing my phone.

 

[VaderMachE]

Yeah this is not an attempt to chastise Ford, I’m just hoping to hear a success story from someone because mine was a dead end.

My hope:

Either they research on the back end and find a solution we haven’t thought of.

OR

They pass on the issues to the people at Ford actually working on software updates.

Because 90% of the problems seem to be software related.

Even a simple “we are aware of the problem and are working on a fix” would be nice for something like the headlight switch bug that’s been around a LONG time.

If you give them the information, it starts a case. The information is then passed on to your dealership, directly to the general manager. (This is why they're saying to go to the dealership). Information is then shared about your problem between the dealership and Ford.

I know this because I have family on the dealership side.

I asked them questions when waiting for my vehicle and was answered. As stated, they reached out to my dealership to coordinate information.

I think
1. It's impressive for them to even join in on here, knowing full well they'll be blasted for everything.

2. They can't grant every wish or make everyone happy, but making moves, as they did for me was great.

How many manufacturers actually tell you it's them on a forum let alone answer questions or offer attention?

 

[Mach1E]

If you give them the information, it starts a case. The information is then passed on to your dealership, directly to the general manager. (This is why they're saying to go to the dealership). Information is then shared about your problem between the dealership and Ford.

I know this because I have family on the dealership side.

I asked them questions when waiting for my vehicle and was answered. As stated, they reached out to my dealership to coordinate information.

I think
1. It's impressive for them to even join in on here, knowing full well they'll be blasted for everything.

2. They can't grant every wish or make everyone happy, but making moves, as they did for me was great.

How many manufacturers actually tell you it's them on a forum let alone answer questions or offer attention?

That’s good to know.

So you’re saying if/when I go to my dealer they’ll have access and documented info about the ticket Ford created?

That actually is somewhat helpful. Keeps you from having to explain the problems twice and prove there’s an issue (recreate it in front of the dealer).

 

[VaderMachE]

That’s good to know.

So you’re saying if/when I go to my dealer they’ll have access and documented info about the ticket Ford created?

That actually is somewhat helpful. Keeps you from having to explain the problems twice and prove there’s an issue (recreate it in front of the dealer).

Just talked with sister. Service related issues go to service manager at your dealership. Shipping, purchasing go to GM. If you call the Ford hotline, that can also start what service departments refer to as "cuddle cases".

As I said, they can't always make everyone happy, hell, in this day and age no one seems to be happy.?‍

I love my Mach E. I hope others will as well.

 

[Gimme_my_MME]

By US law, ALL communication between manufacturer and customer has to logged and submitted to NHTSA in their reporting system. At this time there is no way to submit forum conversations as correspondence. This is why the official account tells you to go to the dealer and tries to move conversations to other mediums. This is also why they are not coming back and providing updates on issues.

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