*RESOLVED* MADDENING situation with Ford yesterday and today *AFTER* the 22S41 'recall'

[tesla2mme]

I guess I should have changed the title AFTER writing this, but anyway, I got Cheddar back from WC today and, I must say, the team there leapt to the challenge to make the situation right.

The day started off with the general manager (I believe, or service manager, either way) calling me and we had a long talk about the automotive industry, cars in general, etc. For his part, he seemed very empathetic and sympathetic, and said that he'll take my feedback to Ford, that if Ford wants to deal in these high end BEVs, they'll need to equal the other players in the field, like the eTron. At the VERY least, another Ford vehicle from the lot (Doesn't have to be brand new, I understand the logistics of mileage on cars they still want to sell) that is more or less in the same ballpark as my MachE GT. He agreed to share that with TPTB, we all know the ears way up in the Ivory Tower are deaf as can be to us plebes on the ground, but I appreciate the manager's patience and willingness to at least try. At the end of the day, all I wanted was for someone to at least try to make the situation better - Like I said initially, even if you don't have a loaner for me, could ya at least try, and pretend to look, instead of dismiss it out of hand? I get it, we're all overworked and understaffed, my industry included. But still.

The service advisor was also extremely personable, obviously skilled in customer service, and should probably be promoted... He gave me his personal cell #, and checked in with me often, once he made sure I was okay with that, which I was. I found that to be rare and a step toward putting a bridge across the chasm. Transparency is so important.

OK...

It's actually quite an interesting technical journey as it turns out. Going through the tech. notes, he found B1578.78 in the IPMA. Oasis had TSBs for IPMA, CCM, and PSCM and so he did the updates. He said there was "still a hard code" and did a "pinpoint test" which sounds kinda cool and I wish they'd done that to begin with.

After connecting FDRS again, the tech. said he found DTC P0929:77. Turns out, the Brake Transmission Shift Interlock (BTSI) system was malfunctioning. The workshop then recommend the Gear Shift Module be replaced (GSM). Ayyy carumba, that's a 4-6 week wait...

BUT as luck would have it, the parts department actually had a GSM, somehow, on the shelf. In this day and age of supply chain FUBAR'ness, that's got to be a literal moonshot, and everyone involved was pretty surprised there was a GSM sitting there.

So, theoretically, Cheddar is now in tip-top shape with her brand new Gear Shift Module, but of course, still that pesky HVBJB waiting in the wings to hopefully not brick the car some day. The actual manner in which FoMoCo is rolling out the "recall" 22S41 for the HVBJB is abhorrent but that absolutely has nothing to do with my experience w/ the dealership, that's all at the feet of Big Ford, I know.

At the end of the day I am out $30 and have higher blood pressure now than I did on Wednesday because I didn't want to drive the econobox that the dealership and Enterprise agreed would be a sufficient and satisfactory substitute for my state of the art, beautiful, perfect MachE GT.

Thanks for following along on this journey. And WC Ford, if you're reading this again (probably are, I imagine) I AM satisfied with the resolution here though the rental thing still chafes my hide a bit, your team did really well to smooth over the roughness from yesterday and Wednesday, and I'm serious, the svc. advisor today should get a bump up. Thank you for your time earlier.

And with that, I'll close. Fingers crossed to not having to Stop Safely Now and owning a cyber orange brick ever again.





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Hey all. Well, as @scoopman knows, I have been fighting "powertrain malfunction" woes for a few weeks, but have only been asked to "stop safely now" once, and after a "alt f4 turn it off, turn it back on again" 1997 computer moment, it has been working fine. HOWEVER, it threw the service soon wrench again on the 5th, so my wife insisted we go in, AGAIN, after we were told there was nothing to do for the car.

So they obliged me with the lame-ass 22S41 or whatever it is, taking an entire day yesterday (6 July 2022) of my time, rearranging everything to get the car in, then they sat on it all day, finally they decided to do the FDRS @ like 4 pm... okay guys. Anyways, fine, I figured Cheddar would be fine from there on out, no big deal.

WRONG. Today as my wife was leaving work, the car threw powertrain malfunctions to the FordPass app, and hit her with service soon wrench also. AFTER the recall software update...

So, she went right to Ford, since she works really close to it. "No EV technician at work" okay, that's fine. Another technician offers the advice, "Maybe it's because your husband's key fob was with the car yesterday but today it's your key fob." Seriously? Like, would a different key fob throw a PCM code and wrench the car???? If so, Ford is inept. Anyway...

They tell me they're going to arrange a $40 Enterprise rental car. Huh? If you pay $80,000 at an MBZ dealership for a car, you get an MBZ as a loaner, especially when it's their fault, and on a brand spanking new car, to boot. FOR THAT MATTER, my wife's old Mazda dealership would arrange us to drive a similar vehicle to the one we turned in. Pathetic of Ford to just ship me to Enterprise, and this is a BIG dealership in the bay area, not a tiny one, they could do better. They just won't.

No attempt whatsoever at service recovery beyond "Hey here's FordCare number, call them." Nice. Should have just stuck with Tesla, at least I expect to get shafted at some point by Tesla and when I do, they come to my house to either switch the car for another if it's a serious issue while it gets fixed or fixing it on the spot, but generally, I have owned Fords my whole life and have relatively very few issues with any of them.

So now I am paying for gas for however long it takes them to figure out they actually need to get me a new HVBJB and then actually wait for one, and no, I didn't want to drive a f'king Accent. Ugh.

The number of MachE's waiting for service was STAGGERING, and very different from any time I was there for routine maintenance on my other 2 Ford vehicles. This HVBJB issue must be springing up more often, or something else entirely, IDK.

SO. FURIOUS. What shitty service from a billion dollar company and a terrible way to treat an early adopter and life-long Ford owner.

Thanks for listening

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[Regularmache]

Hey all. Well, as @scoopman knows, I have been fighting "powertrain malfunction" woes for a few weeks, but have only been asked to "stop safely now" once, and after a "alt f4 turn it off, turn it back on again" 1997 computer moment, it has been working fine. HOWEVER, it threw the service soon wrench again on the 5th, so my wife insisted we go in, AGAIN, after we were told there was nothing to do for the car.

So they obliged me with the lame-ass 22S41 or whatever it is, taking an entire day yesterday (6 July 2022) of my time, rearranging everything to get the car in, then they sat on it all day, finally they decided to do the FDRS @ like 4 pm... okay guys. Anyways, fine, I figured Cheddar would be fine from there on out, no big deal.

WRONG. Today as my wife was leaving work, the car threw powertrain malfunctions to the FordPass app, and hit her with service soon wrench also. AFTER the recall software update...

So, she went right to Ford, since she works really close to it. "No EV technician at work" okay, that's fine. Another technician offers the advice, "Maybe it's because your husband's key fob was with the car yesterday but today it's your key fob." Seriously? Like, would a different key fob throw a PCM code and wrench the car???? If so, Ford is inept. Anyway...

They tell me they're going to arrange a $40 Enterprise rental car. Huh? If you pay $80,000 at an MBZ dealership for a car, you get an MBZ as a loaner, especially when it's their fault, and on a brand spanking new car, to boot. FOR THAT MATTER, my wife's old Mazda dealership would arrange us to drive a similar vehicle to the one we turned in. Pathetic of Ford to just ship me to Enterprise, and this is a BIG dealership in the bay area, not a tiny one, they could do better. They just won't.

No attempt whatsoever at service recovery beyond "Hey here's FordCare number, call them." Nice. Should have just stuck with Tesla, at least I expect to get shafted at some point by Tesla and when I do, they come to my house to either switch the car for another if it's a serious issue while it gets fixed or fixing it on the spot, but generally, I have owned Fords my whole life and have relatively very few issues with any of them.

So now I am paying for gas for however long it takes them to figure out they actually need to get me a new HVBJB and then actually wait for one, and no, I didn't want to drive a f'king Accent. Ugh.

The number of MachE's waiting for service was STAGGERING, and very different from any time I was there for routine maintenance on my other 2 Ford vehicles. This HVBJB issue must be springing up more often, or something else entirely, IDK.

SO. FURIOUS. What shitty service from a billion dollar company and a terrible way to treat an early adopter and life-long Ford owner.

Thanks for listening

Sometimes we have to vent, don't apologize! Hope your back on the road in your MachE soon!

 

[scoopman]

Oh noos! You ought to ask for a volunteer to read your DTC codes to see what is going on with your car. And find another dealer, this one doesn't seem too cool.

Look here: https://www.macheforum.com/site/thr...are-willing-to-look-up-info-for-others.10230/

 

[JohnFoxeSheets]

Hey all. Well, as @scoopman knows, I have been fighting "powertrain malfunction" woes for a few weeks, but have only been asked to "stop safely now" once, and after a "alt f4 turn it off, turn it back on again" 1997 computer moment, it has been working fine. HOWEVER, it threw the service soon wrench again on the 5th, so my wife insisted we go in, AGAIN, after we were told there was nothing to do for the car.

So they obliged me with the lame-ass 22S41 or whatever it is, taking an entire day yesterday (6 July 2022) of my time, rearranging everything to get the car in, then they sat on it all day, finally they decided to do the FDRS @ like 4 pm... okay guys. Anyways, fine, I figured Cheddar would be fine from there on out, no big deal.

WRONG. Today as my wife was leaving work, the car threw powertrain malfunctions to the FordPass app, and hit her with service soon wrench also. AFTER the recall software update...

So, she went right to Ford, since she works really close to it. "No EV technician at work" okay, that's fine. Another technician offers the advice, "Maybe it's because your husband's key fob was with the car yesterday but today it's your key fob." Seriously? Like, would a different key fob throw a PCM code and wrench the car???? If so, Ford is inept. Anyway...

They tell me they're going to arrange a $40 Enterprise rental car. Huh? If you pay $80,000 at an MBZ dealership for a car, you get an MBZ as a loaner, especially when it's their fault, and on a brand spanking new car, to boot. FOR THAT MATTER, my wife's old Mazda dealership would arrange us to drive a similar vehicle to the one we turned in. Pathetic of Ford to just ship me to Enterprise, and this is a BIG dealership in the bay area, not a tiny one, they could do better. They just won't.

No attempt whatsoever at service recovery beyond "Hey here's FordCare number, call them." Nice. Should have just stuck with Tesla, at least I expect to get shafted at some point by Tesla and when I do, they come to my house to either switch the car for another if it's a serious issue while it gets fixed or fixing it on the spot, but generally, I have owned Fords my whole life and have relatively very few issues with any of them.

So now I am paying for gas for however long it takes them to figure out they actually need to get me a new HVBJB and then actually wait for one, and no, I didn't want to drive a f'king Accent. Ugh.

The number of MachE's waiting for service was STAGGERING, and very different from any time I was there for routine maintenance on my other 2 Ford vehicles. This HVBJB issue must be springing up more often, or something else entirely, IDK.

SO. FURIOUS. What shitty service from a billion dollar company and a terrible way to treat an early adopter and life-long Ford owner.

Thanks for listening

Terribly sorry to hear this! If I may ask, which dealership are you working with? I've had very good luck with Putnam Ford. They're small, but they've got the best service manager I've ever dealt with. (Note that so far they've only done s/w updates though - I've not had a SVS or SSN error......yet.)

Anyway, I hope it gets resolved soon.

 

[Cm12]

Sorry to hear about yet another issue with the Mach E…Ford was so close to having an amazing car but they have really crapped the bed in a lot of ways. Whenever someone asks about my Mach E, these stories (and the issues I’ve had with both of mine) are what comes to mind first, not all the great aspects. I end up saying “eh, it’s okay, but it’s got a lot of issues. I’d take a look at something else.”

For most of us, we understand there will be bugs and stuff like that. The problem is that Ford has had 18 months since consumer deliveries started and many of the issues those folks faced are still present. 2021 job 1 cars only came with 1 key fob because Ford was so confident in PaaK yet it’s still wildly unreliable and it doesn’t seem that Ford really cares much about fixing it. Why are 2021 job 1 owners STILL without a frunk button in FordPass? Heck, why does FordPass still regularly fail to even function at all? Honestly, how hard is it to do develop software updates like this? I hope Ford wakes up and realizes that the empty promises are really hurting the Mach E and their entire brand. I can pretty confidently say this is my last Ford, and the longer Ford continues to treat you and the rest of us like this, more people will say the same.

Again, Ford can make things right, but they’re just choosing not to. Feels way too similar to the decision making process with the 1999 Explorer rollover crashes - they knew the problem existed but decided the litigation and settlement was less financially damaging than actually fixing the known problem. I know it’s more complicated than that, of course, but it seems that Ford just doesn’t want to suffer the immediate financial consequences of giving us what we were sold.

 

[Kamuelaflyer]

Hey all. Well, as @scoopman knows, I have been fighting "powertrain malfunction" woes for a few weeks, but have only been asked to "stop safely now" once, and after a "alt f4 turn it off, turn it back on again" 1997 computer moment, it has been working fine. HOWEVER, it threw the service soon wrench again on the 5th, so my wife insisted we go in, AGAIN, after we were told there was nothing to do for the car.

So they obliged me with the lame-ass 22S41 or whatever it is, taking an entire day yesterday (6 July 2022) of my time, rearranging everything to get the car in, then they sat on it all day, finally they decided to do the FDRS @ like 4 pm... okay guys. Anyways, fine, I figured Cheddar would be fine from there on out, no big deal.

WRONG. Today as my wife was leaving work, the car threw powertrain malfunctions to the FordPass app, and hit her with service soon wrench also. AFTER the recall software update...

So, she went right to Ford, since she works really close to it. "No EV technician at work" okay, that's fine. Another technician offers the advice, "Maybe it's because your husband's key fob was with the car yesterday but today it's your key fob." Seriously? Like, would a different key fob throw a PCM code and wrench the car???? If so, Ford is inept. Anyway...

They tell me they're going to arrange a $40 Enterprise rental car. Huh? If you pay $80,000 at an MBZ dealership for a car, you get an MBZ as a loaner, especially when it's their fault, and on a brand spanking new car, to boot. FOR THAT MATTER, my wife's old Mazda dealership would arrange us to drive a similar vehicle to the one we turned in. Pathetic of Ford to just ship me to Enterprise, and this is a BIG dealership in the bay area, not a tiny one, they could do better. They just won't.

No attempt whatsoever at service recovery beyond "Hey here's FordCare number, call them." Nice. Should have just stuck with Tesla, at least I expect to get shafted at some point by Tesla and when I do, they come to my house to either switch the car for another if it's a serious issue while it gets fixed or fixing it on the spot, but generally, I have owned Fords my whole life and have relatively very few issues with any of them.

So now I am paying for gas for however long it takes them to figure out they actually need to get me a new HVBJB and then actually wait for one, and no, I didn't want to drive a f'king Accent. Ugh.

The number of MachE's waiting for service was STAGGERING, and very different from any time I was there for routine maintenance on my other 2 Ford vehicles. This HVBJB issue must be springing up more often, or something else entirely, IDK.

SO. FURIOUS. What shitty service from a billion dollar company and a terrible way to treat an early adopter and life-long Ford owner.

Thanks for listening

The used car market is still pretty firm. If the car bothers you that much, get it repaired, sell and move on. Life is too short.

 

[gpgrim]

If by chance you're East Bay, I'd suggest giving Walnut Creek Ford a check out. I was able to get in there quickly for the 22S41 update. My impression and experience is that they are a pretty professionally run operation.

 

[Caulk-E]

So who was the Bay Area dealer? No reason to protect their identity now.

 

[moparguy]

When I dropped my car for service, had same failure but didn't effect my driving, they gave me a $40 loaner ICE too, it was upsetting, my friends who spent $80k on German cars, they usually get similarly priced cars when they drop theirs for oil change!


Hopefully your issue gets resolved soon, these issues are super frustrating.

 

[tesla2mme]

Terribly sorry to hear this! If I may ask, which dealership are you working with? I've had very good luck with Putnam Ford. They're small, but they've got the best service manager I've ever dealt with. (Note that so far they've only done s/w updates though - I've not had a SVS or SSN error......yet.)

Anyway, I hope it gets resolved soon.

Walnut Creek.

I've heard good things about Putnam! Everyone says the same thing, "they're small but mighty" essentially!

Thanks for the reply -=]

 

[tesla2mme]

When I dropped my car for service, had same failure but didn't effect my driving, they gave me a $40 loaner ICE too, it was upsetting, my friends who spent $80k on German cars, they usually get similarly priced cars when they drop theirs for oil change!


Hopefully your issue gets resolved soon, these issues are super frustrating.

Indeed, the loaner car thing is something that drives me totally crazy. I have to get shuttled off to another business, and then deal with a waiver/voucher thing, and then if I don't want to drive a stripped down economy car, I have to actually front cash (which I did do today, b/c I just didn't feel like driving a Kia Niro or whatever it was they were gonna give me on the voucher). I hate to sound like some conceited doofus, but I worked really hard in my life to be able to buy a car like the MME GT, it wasn't cheap at all, as we all know... and to have it just sitting while I drive a Kia or whatever (and not a Stinger GT, I'd probably be down with that!) drives me bonkers.

And they were so casual and glib about the whole thing too, which just added insult to injury.

 

[tesla2mme]

So who was the Bay Area dealer? No reason to protect their identity now.

Walnut Creek

 

[tesla2mme]

If by chance you're East Bay, I'd suggest giving Walnut Creek Ford a check out. I was able to get in there quickly for the 22S41 update. My impression and experience is that they are a pretty professionally run operation.

Funny you should mention WC... since that's where it was.

I guess, in fairness, I will say that I got a notification a little while ago that they had been charging Cheddar on their juice at the dealership, and that was an unexpected, nice touch.

I think this is why the dealership model is going to die though. You just can't have people buying such expensive cars and then give them a stripped down econobox in exchange for it. When I was young, and broke, I drove an econobox, and then I worked hard and got to the point, where I could buy a really nice car, like the GT that I am proud of...

Now, I have heard great things about WC, maybe this was a weird one-off thing where they do the update and it fails again the next day b/c we're early adopters here, but their service recovery was just absolutely awful, besides the charge. Throwing your hands up in the air and saying "idk call ford care here's a 1-800 number enjoy your econo rental and no we can't help you get a replacement EV or even an Explorer or something for however long we'll have your beautiful GT." At least like, pretend to try to talk to your service manager who can pretend to try to find a car so I can at least feel better. You know, how they pretend to talk to the sales manager when you're buying the car if the numbers aren't quite what you have in mind to begin with. =-/

Just left a really bad taste in my mouth.

 

[tesla2mme]

Sorry to hear about yet another issue with the Mach E…Ford was so close to having an amazing car but they have really crapped the bed in a lot of ways. Whenever someone asks about my Mach E, these stories (and the issues I’ve had with both of mine) are what comes to mind first, not all the great aspects. I end up saying “eh, it’s okay, but it’s got a lot of issues. I’d take a look at something else.”

For most of us, we understand there will be bugs and stuff like that. The problem is that Ford has had 18 months since consumer deliveries started and many of the issues those folks faced are still present. 2021 job 1 cars only came with 1 key fob because Ford was so confident in PaaK yet it’s still wildly unreliable and it doesn’t seem that Ford really cares much about fixing it. Why are 2021 job 1 owners STILL without a frunk button in FordPass? Heck, why does FordPass still regularly fail to even function at all? Honestly, how hard is it to do develop software updates like this? I hope Ford wakes up and realizes that the empty promises are really hurting the Mach E and their entire brand. I can pretty confidently say this is my last Ford, and the longer Ford continues to treat you and the rest of us like this, more people will say the same.

Again, Ford can make things right, but they’re just choosing not to. Feels way too similar to the decision making process with the 1999 Explorer rollover crashes - they knew the problem existed but decided the litigation and settlement was less financially damaging than actually fixing the known problem. I know it’s more complicated than that, of course, but it seems that Ford just doesn’t want to suffer the immediate financial consequences of giving us what we were sold.

I know it’s more complicated than that, of course, but it seems that Ford just doesn’t want to suffer the immediate financial consequences of giving us what we were sold.

^^^^ that, for damn sure, is the problem, and it's frustrating and pervasive. Yes, I get it, I'm not the CEO or CFO or any other C-suite dude who is accountable to share holders, many of whom probably don't even have Fords, but man.. I LOVE my MME GT. I always give it glowing reviews, and I still find excuses to go drive the darn thing. But THIS "stop safely now" into "PCM" into "service soon!" into getting the update done into having to go for the second damn day in a row, is just too much.

Is the solution everyone getting a new HVBJB? Well, I guess they better get on it then, because it was their fault for manufacturing the car with this HVBJB problem. Software glitches I get, it's practically a phone, like a Tesla is, like an EV6 is... sometimes our Tesla infotainment would literally BSOD at a SC stop and I'd have to turn it off and on again. Every computer needs a reboot every so often.

But this HVBJB thing should be a class action law suit and calling 22S41 a recall fix should be criminal. I left Ford yesterday confident that my car would have the fix applied.

 

[tesla2mme]

The used car market is still pretty firm. If the car bothers you that much, get it repaired, sell and move on. Life is too short.

Good advice, I guess, but I love the car! I still find excuses to drive it, and I've NEVER put this many miles on a new car so quickly because it's so fun to drive. But being saddled with Ford's middling commitment to service is somewhat dismaying, in light of what has happened here with HVBJB/22S41.

What bothers me the most is the nonchalant attitude from the dealership about it. At least pretend to try to work on the concern rather than hand me a card with the Ford Care number on it and send me packing to an econobox rental. You cannot tell me that in the entire dealership of cars there, they didn't have a car we could drive for a couple days. I just don't believe it. My brother's Audi dealership has no problems doing so for his eTron, and a lot of those are at the bottom of the ocean right now thanks to the Felicity Ace's destruction.

Unfortunately, I feel like this is just pervasive of industries in general now. QA/QC across so many industries / sectors is really lacking.

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