Mach-E Service Experience

[x19]

Got a “shift fault” “take to dealer” when I started the car yesterday and took it in to my dealer this morning. Was told I had to leave it for 3-4 days before their one Mach-E tech could be look at it, without a loaner, and a three month wait to get an appointment with a loaner. I asked them just to connect a code reader and tell me if it was safe to drive, but they reiterated it would be several days before they could do that. I ended up just leaving, with the car, while I figure this out. We only bought it 10 days ago.

Is this the expected and accepted service experience right now? Is it worth trying another dealer? Any other suggestions?

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[2021-MMEx-RT1]

Got a “shift fault” “take to dealer” when I started the car yesterday and took it in to my dealer this morning. Was told I had to leave it for 3-4 days before their one Mach-E tech could be look at it, without a loaner, and a three month wait to get an appointment with a loaner. I asked them just to connect a code reader and tell me if it was safe to drive, but they reiterated it would be several days before they could do that. I ended up just leaving, with the car, while I figure this out. We only bought it 10 days ago.

Is this the expected and accepted service experience right now? Is it worth trying another dealer? Any other suggestions?

Yes...


I've taken ours in several times for several reasons and they always first Factory Reset/kill everything so you have to resetup PAAK, Profiles, Most all settings. Then they do whatever service/module updates and send you on your way.

Did the problem resurface? Ok, back to Factory Reset, try updating other modules.


The ones I've been to, (three different ones to be sure it's not just the one over and over) all do the same thing.


Must be a Ford Service/Mach E SOP

 

[KadeBR]

It should be safe to drive just make sure to use the park/Ebrake. Some early 2021 just need a software update otherwise they replace the module there are a few threads on this

 

[Logal727]

Sounds like it may need GSM update, that’s resolved the issue on earlier builds, should be easy for them to figure out

 

[Maquis]

It depends on the dealer. Some have service departments that understand customer service, but too many do not.
My experience has been very good. If they need to keep the car, I get a loaner if I want it. The last time, I got their Lightning FCTP.

If your dealer won’t even simply plug in a code reader to find out what you’re facing, it’s one of the bad ones.

 

[MillieChliette]

I know it's not what you're asking, but I've gotten a shift fault a couple of times and it's always cleared. It happens to me when backing out of my inclined driveway and shifting into D from R while still moving slightly. Has not happened since I started being more careful about that and only shift when completely stopped.

 

[Rfehl62]

Got a “shift fault” “take to dealer” when I started the car yesterday and took it in to my dealer this morning. Was told I had to leave it for 3-4 days before their one Mach-E tech could be look at it, without a loaner, and a three month wait to get an appointment with a loaner. I asked them just to connect a code reader and tell me if it was safe to drive, but they reiterated it would be several days before they could do that. I ended up just leaving, with the car, while I figure this out. We only bought it 10 days ago.

Is this the expected and accepted service experience right now? Is it worth trying another dealer? Any other suggestions?

I hate to say this but you need to get the idea of getting a loaner out of your head because it is more than likely not going to happen. If you need a vehicle then you will have to rent one and have Ford reimburse you if it applies under the warranty conditions. Service loaners are in extremely short supply due to the current inventory shortage.

 

[RickMachE]

This ^^^

No where in the warranty does it say you get a loaner. Most dealers don't do them any longer. Unless it's a recall, you shouldn't expect a loaner for any service.

 

[RosarioM]

I hate to say this but you need to get the idea of getting a loaner out of your head because it is more than likely not going to happen. If you need a vehicle then you will have to rent one and have Ford reimburse you if it applies under the warranty conditions. Service loaners are in extremely short supply due to the current inventory shortage.

I had a Toyota Salesperson tell me they lied to Toyota and said they needed a RAV4 for a loaner just so they could sell it to waiting customers. It's insane out there!

 

[cbcasas]

I had a very early Powertrain fault that disappeared after a few drives. I took it to Ford and got the same response--that it would take at least a few days to diagnose because of the volume of cars before me. Unfortunately in this case, it would easier to get a code reader (pretty handy to have in general) and have some people on this forum help out with the code.

 

[Mike Curtis]

I'm curious, since I'm about to get my new one in the next few weeks - did you just pick up the car new from dealer 10 days ago, or acquire a used one 10 days ago?

 

[DadzBoyz]

@Ford Motor Company,
Regrettably, things like this seem to be common. It's GREAT that you are active and respond/reply in forums like this. That said, you generally are asked or get involved after a Ford customer has already had a bad dealer experience.
Granted, many of these dealers are also of the mind to use ADM's of $5k, $10k, $15k.... A short sided, dealer 1st, customer 4th approach.

1. Dealer Profit from Sale
2. Dealer Profit from Service
3. Reduction of all costs, including customer service, service staffing (BEV techs), etc.
4. Customer Satisfaction at minimal cost (not any cost)

So they mark up Ford vehicles and provide sub-par service. These are service levels that are sub-par compared to the Ford customers' past car purchase experiences, sub-par compared to experiences at Ford competitors, sub-par experiences when compared to local tire shops....etc.
Granted, these are BEV's, BUT.... Ford chose to sell them. Will Ford choose to service them? If the dealers can't be expected to do the job, I've suggested Ford owned regional BEV service centers.
I live in Florida, so I'll use that as an example:
- Tampa Bay Ford BEV Center
- Miami Ford BEV Center
- Jacksonville Ford BEV Center
- Orlando Ford BEV Center
etc.

If you're going to go to a direct/online sales model, dealers will become reticent to service cars that they did not sell. Yet another reason for regional centers.

That's just one idea, but something's got to change. So where is Ford on the importance of the customer experience, Before AND After the sale?

 

[mccdeuce]

Loaners are things of the past.

it’s not just Ford. It’s not just MME.

 

[x19]

I hate to say this but you need to get the idea of getting a loaner out of your head because it is more than likely not going to happen. If you need a vehicle then you will have to rent one and have Ford reimburse you if it applies under the warranty conditions. Service loaners are in extremely short supply due to the current inventory shortage.

That's fine, a rental, while less convenient, still works. They didn't offer that though.

This ^^^

No where in the warranty does it say you get a loaner. Most dealers don't do them any longer. Unless it's a recall, you shouldn't expect a loaner for any service.

I just double-checked the brochure, and PremiumCare does list rental coverage up to 10 days. I specifically brought up the PremiumCare benefit, and the dealer's response was 'doesn't matter, there's a 3 month wait for an appointment with a loaner'. If they had said, 'we can't provide a loaner but here's the process to get rental reimbursement' I would have been nearly as frustrated.

My last 3 cars were all Subaru's, with Toyota before that — in all of those situations if a warranty repair went longer than a day, a service loaner was provided. That was before the supply chain issues, so things certainly could be different now but it feels like service loaners, or rentals, are a necessary offering from an dealer doing multi-day service.

 

[x19]

I had a very early Powertrain fault that disappeared after a few drives. I took it to Ford and got the same response--that it would take at least a few days to diagnose because of the volume of cars before me. Unfortunately in this case, it would easier to get a code reader (pretty handy to have in general) and have some people on this forum help out with the code.

Yeah the error on the dash went away after the car say a couple of hours, but it's still showing in ford pass. I was thinking about getting a code reader anyway, so perhaps now is the time.

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