Help! Issue with Ford regarding High Voltage Battery Issues

[mustangtangtang]

Hi, I just took delivery of my Premium RWD Extended Range last month (07/30). With only 814 miles on the car, I started to get the dreaded Stop Safely Now! warning and have had issues with my car slowing down and stopping in random places. On Saturday, (08/27), I called Ford Customer Service to get my case started. The associate who received my call told me that they would get my case onto the cue to get assigned to a specific associate from the BEV team. I waited for a day then called to receive the same answer. Called again the next day with the same answer. Repeated the whole process until today when I brought my car into the dealership to be taken a look at. I was waiting at the dealership for hours because I don't have another car. After waiting 6 + hours, I was told that the issue was with the battery overheating (which I already knew). However, I was told that the dealership couldn't get started on fixing the car because they needed someone from Ford to give them the okay to start the repair. After hearing this, I called Ford Customer Service to see what was going on and they told me that the original person I spoke with on 08/27 had only created a case for me and didn't get me assigned to a representative from the BEV team. They said they would start the process today and it would take 24-48 hours for someone to get assigned my case and for them to give my dealership the okay to start the repair. This whole situation is ridiculous and frustrating as I'm stuck without a car and have no idea as to when I will be able to get my car back. Does anyone have a similar experience? If so, how did you go about it and I would really appreciate any tips on getting the situation expedited. Thanks in advance!

P.S. the VIN to my Mach E is 3FMTK3R7XNMA28963 in case it helps.

Sponsored

 

[Neil4Real]

Where are you located in California?

 

[mustangtangtang]

Where are you located in California?

I'm in Fresno, CA

 

[Kamuelaflyer]

Hi, I just took delivery of my Premium RWD Extended Range last month (07/30). With only 814 miles on the car, I started to get the dreaded Stop Safely Now! warning and have had issues with my car slowing down and stopping in random places. On Saturday, (08/27), I called Ford Customer Service to get my case started. The associate who received my call told me that they would get my case onto the cue to get assigned to a specific associate from the BEV team. I waited for a day then called to receive the same answer. Called again the next day with the same answer. Repeated the whole process until today when I brought my car into the dealership to be taken a look at. I was waiting at the dealership for hours because I don't have another car. After waiting 6 + hours, I was told that the issue was with the battery overheating (which I already knew). However, I was told that the dealership couldn't get started on fixing the car because they needed someone from Ford to give them the okay to start the repair. After hearing this, I called Ford Customer Service to see what was going on and they told me that the original person I spoke with on 08/27 had only created a case for me and didn't get me assigned to a representative from the BEV team. They said they would start the process today and it would take 24-48 hours for someone to get assigned my case and for them to give my dealership the okay to start the repair. This whole situation is ridiculous and frustrating as I'm stuck without a car and have no idea as to when I will be able to get my car back. Does anyone have a similar experience? If so, how did you go about it and I would really appreciate any tips on getting the situation expedited. Thanks in advance!

P.S. the VIN to my Mach E is 3FMTK3R7XNMA28963 in case it helps.

@Ford Motor Company Sounds like this is something you might be able to help with?

 

[mustangtangtang]

@Ford Motor Company Sounds like this is something you might be able to help with?

@Ford Motor Company PLEASE! Getting in touch with the customer service has been a nightmare. Also, for some reason all of the folks I got on the phone with had really bad audio quality making it almost impossible to understand what they were saying.

 

[Mach-Lee]

Hi, I just took delivery of my Premium RWD Extended Range last month (07/30). With only 814 miles on the car, I started to get the dreaded Stop Safely Now! warning and have had issues with my car slowing down and stopping in random places. On Saturday, (08/27), I called Ford Customer Service to get my case started. The associate who received my call told me that they would get my case onto the cue to get assigned to a specific associate from the BEV team. I waited for a day then called to receive the same answer. Called again the next day with the same answer. Repeated the whole process until today when I brought my car into the dealership to be taken a look at. I was waiting at the dealership for hours because I don't have another car. After waiting 6 + hours, I was told that the issue was with the battery overheating (which I already knew). However, I was told that the dealership couldn't get started on fixing the car because they needed someone from Ford to give them the okay to start the repair. After hearing this, I called Ford Customer Service to see what was going on and they told me that the original person I spoke with on 08/27 had only created a case for me and didn't get me assigned to a representative from the BEV team. They said they would start the process today and it would take 24-48 hours for someone to get assigned my case and for them to give my dealership the okay to start the repair. This whole situation is ridiculous and frustrating as I'm stuck without a car and have no idea as to when I will be able to get my car back. Does anyone have a similar experience? If so, how did you go about it and I would really appreciate any tips on getting the situation expedited. Thanks in advance!

P.S. the VIN to my Mach E is 3FMTK3R7XNMA28963 in case it helps.

This is the second chiller failure on a new car I've seen, you have the same P2D40 Cooling system performance code this guy had: https://www.macheforum.com/site/threads/screwed-by-ford.21029/

You both have similar build dates in the late June–early July timeframe.

You also have a P0A0C code for the rear high voltage connector interlock circuit. It's possible the rear motor connector isn't fully closed, or there's a more advanced problem with the rear connector or inside the pack with the BECM. This is the cause of the Stop Safely Now error.

Just a guess but your problems may require the assistance of a field service engineer to solve. If you talk to someone on the BEV team you should ask if one can be assigned to work with your dealer.

 

[BigMach-E]

Oh jeez. This is terrible. The only thing the dealership needs to do to start the process is to pull codes and/or put the VIN into FDRS or IDS, starting the process of the "repair" officially (even though they aren't really doing anything). This just gets the thing on the books, allowing you to get a rental and eventually having it reimbursed if they won't arrange it for you. Insist they do this today.

 

[Rich_Maine]

Make sure you document everything. You have great protection in CA for lemon law coverage. You shouldn't have to suffer with a new car and keep making payments for nothing.

 

[mustangtangtang]

Make sure you document everything. You have great protection in CA for lemon law coverage. You shouldn't have to suffer with a new car and keep making payments for nothing.

Will definitely do. Thanks!

 

[scoopman]

Will definitely do. Thanks!

Yeah this sounds like a complicated issue potentially, and I would lemon law the thing if this is still sitting at a dealer after 30 days. You might want to indicate to your BEV team person from Ford when they contact you that you want to start the buyback process if they are not going to be fixing this within 30 days.

 

[mustangtangtang]

Yeah this sounds like a complicated issue potentially, and I would lemon law the thing if this is still sitting at a dealer after 30 days. You might want to indicate to your BEV team person from Ford when they contact you that you want to start the buyback process if they are not going to be fixing this within 30 days.

Thanks for your input on the issue. Thankfully, I was able to get in touch with someone from the BEV team today, although it was I who initiated the call rather than them reaching out to me first, and the BEV team representative told me that they would be reaching out to the dealer and getting the ball rolling on my car. Hopefully things will get figured out. If not, AND the car does end up staying longer than 30 days, I will definitely look into the buy back process.

 

[Logal727]

Is the chiller the new HVBJB fiasco for newer builds? Wow

 

[HuntingPudel]

Is the chiller the new HVBJB fiasco for newer builds? Wow

As Roseanne Rosannadanna said, “ It’s always something.” ??

 

[Jimrpa]

I’m beginning to think the next iteration of the HVBJB will include a tank of liquid hydrogen - to use as cryogenic cooling. They’ll slowly vent the H2 through the HVBJB and, in addition to recharging our vehicles, we’ll have to periodically add distilled water so they can generate more hydrogen ?

 

[Maquis]

Is the chiller the new HVBJB fiasco for newer builds? Wow

Wasn't the cooling system where Ford value-engineered out a bunch of components last year to save costs?

Edit - this is what I remember. Not sure it has any bearing on these failures.

Sponsored