Concern over dependence on Ford's servers

[ChasingCoral]

After hearing that order information and account details were going wacky that Ford was having trouble with its servers. While folks here with Mach E orders were rightfully concerned things weren't being updated properly, you should hear the roar over the Lightning orders! Some people had trouble even placing Lightning orders when Wave 4 of orders opened last Thursday and folks couldn't get their orders in or they didn't show up as accepted by dealer.

However, we've also been hearing about car programming issues that come up or get messed up when Ford is having server issues. Sure, setting up PaaK or changing charge time programming on FordPass requires server involvement. However, setting new charge times on the Sync 4A screen or having the car just remember a program that was previously set up really shouldn't require interaction with a remote server. It seems to me that those functions should be stored within the Mach E.

I'm growing a bit concerned over how many aspects of the car's programming seem dependent on Ford's servers or can be corrupted/forgotten when Ford is having issues with their servers.

Sponsored

 

[RickMachE]

Ford's IT capabilities have been an issue for years. Our 2018 PHEV had issues, and Ford was unable to resolve them. I told my dealer last summer when we bought the Mustang that I hoped, but didn't expect, Ford to up their game, and I expected the dealership to lean on them when they had to. Right away we had some technology challenges, and Ford proved again that they were lacking when a case number was assigned, and never followed up on, despite dealership GM intervention. Many posts on here show that Ford's ability to resolve cases is very mixed, some with zero follow-up.

Yes, we should be concerned about Ford's IT capabilities, including the servers, because so many functions rely on the app interfacing with the servers, or the car interfacing with the servers. Make the assumption that they'll screw it up, so when they don't you'll be overjoyed.

We bought the Mach-E because we believe Ford has bet the farm on EVs, and must succeed, or die trying. We will use every avenue we have to put pressure on them to resolve issues. That said, we expect failures at every turn. The debacle of the BlueCruise rollout is just one example, at least we can drive our vehicles.

Ford' recent tech hires, and the significant number of openings (witness the job fair last week that people here attended thinking it wasn't a job fair) says they are focused on it. The question is - will they succeed? That's a rhetorical question, I don't care what anyone's opinion on this forum is, because it's irrelevant - if Ford doesn't succeed then it's gone. Period.

 

[Jeffvisor]

The big Apple software hire Doug Field doesn't seem to be having much of an impact yet.

 

[JamieGeek]

I'm willing to give them the benefit of the doubt.

Their earlier attempt at an EV (even though it was pretty much outsourced) also started with a pretty bad experience with the App (MyFordMobile). Over time that stabilized (along with the car) and worked quite well. It actually worked so well that many of us on here that are prior users of MyFordMobile expressed that "I wish the Mach-E used MFM..its so much better than FordPass".

One of the things that disappoints me about how Ford is approaching this is that they are just cramming too much stuff into Ford Pass. FP isn't just a Mach-E app; its supposed to work with all the cars. Too much stuffed in there; they should have gone with an ICE app and an EV app at a minimum....

The other thing I've noticed is that people tend to be very impatient: "Ford should be fixing my issues right now!". These things take time; sure its software so it can get done quicker but its complicated with many different interactions (how many modules in a Mach-E??).

My final thought is simply "hang tight, it will get better over time".

 

[RickMachE]

Totally agree on a separate app. Why they didn't keep going with MyFordMobile is beyond my comprehension.

As far as being impatient, here's where I am impatient. FordPass has some issues. They put out an update that FUBARs a bunch of other things. Are you kidding me?

They could easily have another app that was the test app, and have a group of customers use it for a week before rolling out crap. That would also give the customers a way to rollback, if the test app was crap they uninstall it and use FordPass.

Vanguard, never a bastion of technology, was revamping their app and created a totally different name and didn't publicize it. Not hard to do. It was noted it was not production and you might have issues. But you could then just use the regular app.

 

[BMT1071]

After hearing that order information and account details were going wacky that Ford was having trouble with its servers. While folks here with Mach E orders were rightfully concerned things weren't being updated properly, you should hear the roar over the Lightning orders! Some people had trouble even placing Lightning orders when Wave 4 of orders opened last Thursday and folks couldn't get their orders in or they didn't show up as accepted by dealer.

However, we've also been hearing about car programming issues that come up or get messed up when Ford is having server issues. Sure, setting up PaaK or changing charge time programming on FordPass requires server involvement. However, setting new charge times on the Sync 4A screen or having the car just remember a program that was previously set up really shouldn't require interaction with a remote server. It seems to me that those functions should be stored within the Mach E.

I'm growing a bit concerned over how many aspects of the car's programming seem dependent on Ford's servers or can be corrupted/forgotten when Ford is having issues with their servers.

I would be less concerned if the server problems were not so frequent. I have only owned my MME for 7 months and I can recall at least four instances of server issues affecting the car.

 

[SnBGC]

Totally agree on a separate app. Why they didn't keep going with MyFordMobile is beyond my comprehension.

Agree. In my experience that app was well rounded and polished......and it had a nice desktop version that was very handy. When I made the choice to purchase the Mach-E vs other choices.....I fully expected an improved and updated experience compared to what I enjoyed with my 2017 Ford Focus Electric. That car was very good and the software was rock solid.

 

[Kamuelaflyer]

The big Apple software hire Doug Field doesn't seem to be having much of an impact yet.

That takes time.

 

[Kamuelaflyer]

I share your concerns @ChasingCoral . Some issues, such as your PAAK problems a year ago while in a cellular desert are disconcerting at best. Certain basic things always need to be able to function regardless of server status. Others such as ordering an $80,000 pickup truck need to function ttevwsy tyeyre supposed to, or not let anyone order for the duration of the outage.

Which functions would you personally consider essential enough to work regardless of server status?

 

[Plutoman15]

maybe this was said but one of the things that concerns me is that it seems putting your password in to start the car needs to connect to Ford for it to be accepted. Not a good scenario in a crisis if the web or their servers are taken down with hackers or other interruptions. Becomes a car that is useless.

 

[BMT1071]

I share your concerns @ChasingCoral . Some issues, such as your PAAK problems a year ago while in a cellular desert are disconcerting at best. Certain basic things always need to be able to function regardless of server status. Others such as ordering an $80,000 pickup truck need to function ttevwsy tyeyre supposed to, or not let anyone order for the duration of the outage.

Which functions would you personally consider essential enough to work regardless of server status?

I'd say entry and starting/driving fall under essential for sure. Charging and departure schedules that are already stored in the car, or set on the Sync screen, should also function without any server interaction.

 

[RickMachE]

I got an email today from Ford regarding my delayed 5/29 order, and they directly addressed the server issue:

3) Guaranteed 99.563% Server Uptime - we know you've had issues with Ford servers being slow or simply down for maintenance. That's why you'll be receiving Sophie, Mary, and Frank. They'll be working 24/7/365, on rotating 8 hour shifts, to provide you with near 100% server uptime. All 3 have worked in the restaurant industry for 3+ years, and have extensive server experience.

 

[RickMachE]

Agree. In my experience that app was well rounded and polished......and it had a nice desktop version that was very handy. When I made the choice to purchase the Mach-E vs other choices.....I fully expected an improved and updated experience compared to what I enjoyed with my 2017 Ford Focus Electric. That car was very good and the software was rock solid.

What is this "desktop version" that you speak of? ?

Yes, it was nice. Pretty absurd to not have one.

 

[Jimrpa]

I would be happier if ford could find a way to do a somewhat more “Appleish” approach. Do as much as possible locally, without reliance on what I’ve repeatedly jokingly called “the Ford Galactic Super Computer”. I get it that certain things may have to “authenticate” back and forth, but a charging schedule? Really? That should be synced, but not pulled. Similarly, “credentials” for the car should be synced (and if you want to be paranoid, “expire” the local cache on a periodic basis and require new credentials from the Ford Galactic Super Computer or something - go talk to a security expert, not me!). But why does my Ford Connected Charge Station have to have a chat with the Ford Motor Company when my car wants to charge? And vice versa? Why does my car have to have a conversation with Ford when it wants to charge from my Ford Connected Charge Station? All of this dependence on “continuous” connection to Ford is silly (and unnerving).

 

[i8iridium]

A couple key things that I think are worth mentioning, Ford and a lot of others, leverage cloud services. So there's a lot of variables there.

As for everything else like Paak and Updates, you can turn connectivity services off in the car, and not receive anything, no data out to Ford, no updates and no Paak. Just use your regular FOB and drive it like a normal car. Then you don't have to worry about PaaK bugs. I'm sure the next counter point is you're not "getting what you paid for". While that may be correct, I can guarantee that if didn't have any of those features, the car would cost exactly the same price. lol

Sponsored