Sharing my HVBJB ongoing issue

[Ynotbike]

I actually found this forum while stranded on the side of the road trying to figure out what to do. So awesome you guys set this up, I would have had no idea, anyways...

As it begins:
I live in Florida and evacuated due to the storms last month. No big damage but we lost power for a week. Drove up to stay with family in Nashville until things came back on.

Timeline of events:

• Started driving from Nashville back home to Florida Saturday, October 1st.
• While stopping at an Electrify America charging station in Marietta, GA, I received a charging error.
• Tried to move to another charging station but got a battery light and car error along with the "stop safely now" message. The car would not budge. It's 11pm at this point and I'm more than 500 miles from home.
• Called Ford roadside and explained what was going on, 2 hours later they sent someone to charge my 12v battery (I kept explaining that wouldn't help since I was in a Walmart parking lot and had already bought a voltage meter.)
• Once the battery guy figured out he couldn't help I contacted ford roadside again and they sent a tow truck. Got the mustang to a local dealer at about 2am on a Sunday. Of course no dealers are open till Monday.
• Had to get two nights at a hotel to wait for the dealership to open and miss a day of work.
• I was using phone as a key, I gave them my back up code and explained they could just create a back up key but they said they needed me to ship my key to them in the event that once they pulled the battery, everything would be wiped from memory.
• I flew back home Monday afternoon but got in too late to ship my key. Had to overnight it Tuesday, October 2nd. They received it the next day.
• As everyone knows; the part is on back order and both the dealership and Ford have no idea when it will ship (as of October 18th there is no end in sight.)

The dealership, roadside assistance, and Ford have all been very pleasant and tried to be helpful, but the issue is the lack of knowledge of the Mach E which has left everyone unprepared. So far I'm out a day of work, 2 nights at a hotel, plane ticket, and rental car out of pocket which I've now stopped since the reimbursement only covers $35 a day and only up to 10 days. Luckily I have a motorcycle to use but that's during the rainy season in Florida.

I love the Mach E, I came from the VW ID.4 which was plagued with software issues, my seats would constantly change position, windows would randomly work, etc. Anyone have thoughts on this, should I have done something differently? I know 18 days so far isn't a lot to complain about but even if my part shipped today it would still be a month before my car can be picked up and I'd still have to fly back to get it.

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[Logal727]

I actually found this forum while stranded on the side of the road trying to figure out what to do. So awesome you guys set this up, I would have had no idea, anyways...

As it begins:
I live in Florida and evacuated due to the storms last month. No big damage but we lost power for a week. Drove up to stay with family in Nashville until things came back on.

Timeline of events:

• Started driving from Nashville back home to Florida Saturday, October 1st.
• While stopping at an Electrify America charging station in Marietta, GA, I received a charging error.
• Tried to move to another charging station but got a battery light and car error along with the "stop safely now" message. The car would not budge. It's 11pm at this point and I'm more than 500 miles from home.
• Called Ford roadside and explained what was going on, 2 hours later they sent someone to charge my 12v battery (I kept explaining that wouldn't help since I was in a Walmart parking lot and had already bought a voltage meter.)
• Once the battery guy figured out he couldn't help I contacted ford roadside again and they sent a tow truck. Got the mustang to a local dealer at about 2am on a Sunday. Of course no dealers are open till Monday.
• Had to get two nights at a hotel to wait for the dealership to open and miss a day of work.
• I was using phone as a key, I gave them my back up code and explained they could just create a back up key but they said they needed me to ship my key to them in the event that once they pulled the battery, everything would be wiped from memory.
• I flew back home Monday afternoon but got in too late to ship my key. Had to overnight it Tuesday, October 2nd. They received it the next day.
• As everyone knows; the part is on back order and both the dealership and Ford have no idea when it will ship (as of October 18th there is no end in sight.)

The dealership, roadside assistance, and Ford have all been very pleasant and tried to be helpful, but the issue is the lack of knowledge of the Mach E which has left everyone unprepared. So far I'm out a day of work, 2 nights at a hotel, plane ticket, and rental car out of pocket which I've now stopped since the reimbursement only covers $35 a day and only up to 10 days. Luckily I have a motorcycle to use but that's during the rainy season in Florida.

I love the Mach E, I came from the VW ID.4 which was plagued with software issues, my seats would constantly change position, windows would randomly work, etc. Anyone have thoughts on this, should I have done something differently? I know 18 days so far isn't a lot to complain about but even if my part shipped today it would still be a month before my car can be picked up and I'd still have to fly back to get it.

Did you open a ticket with the BEV team when you called Ford? You're doing a good job coming to this forum, hopefully someone here can DM you and help you out with getting parts expedited from a different warehouse.

 

[Ynotbike]

Did you open a ticket with the BEV team when you called Ford? You're doing a good job coming to this forum, hopefully someone here can DM you and help you out with getting parts expedited from a different warehouse.

I called their regular customer service who said they were going to try to expedite the part but that was a week ago and they said is hasn't shipped yet and there is no eta, is there another point of contact I should have tried?

 

[Logal727]

I called their regular customer service who said they were going to try to expedite the part but that was a week ago and they said is hasn't shipped yet and there is no eta, is there another point of contact I should have tried?

Sounds like they are helping you out, maybe you are already with the BEV team.

 

[kltye]

I actually found this forum while stranded on the side of the road trying to figure out what to do. So awesome you guys set this up, I would have had no idea, anyways...

As it begins:
I live in Florida and evacuated due to the storms last month. No big damage but we lost power for a week. Drove up to stay with family in Nashville until things came back on.

Timeline of events:

• Started driving from Nashville back home to Florida Saturday, October 1st.
• While stopping at an Electrify America charging station in Marietta, GA, I received a charging error.
• Tried to move to another charging station but got a battery light and car error along with the "stop safely now" message. The car would not budge. It's 11pm at this point and I'm more than 500 miles from home.
• Called Ford roadside and explained what was going on, 2 hours later they sent someone to charge my 12v battery (I kept explaining that wouldn't help since I was in a Walmart parking lot and had already bought a voltage meter.)
• Once the battery guy figured out he couldn't help I contacted ford roadside again and they sent a tow truck. Got the mustang to a local dealer at about 2am on a Sunday. Of course no dealers are open till Monday.
• Had to get two nights at a hotel to wait for the dealership to open and miss a day of work.
• I was using phone as a key, I gave them my back up code and explained they could just create a back up key but they said they needed me to ship my key to them in the event that once they pulled the battery, everything would be wiped from memory.
• I flew back home Monday afternoon but got in too late to ship my key. Had to overnight it Tuesday, October 2nd. They received it the next day.
• As everyone knows; the part is on back order and both the dealership and Ford have no idea when it will ship (as of October 18th there is no end in sight.)

The dealership, roadside assistance, and Ford have all been very pleasant and tried to be helpful, but the issue is the lack of knowledge of the Mach E which has left everyone unprepared. So far I'm out a day of work, 2 nights at a hotel, plane ticket, and rental car out of pocket which I've now stopped since the reimbursement only covers $35 a day and only up to 10 days. Luckily I have a motorcycle to use but that's during the rainy season in Florida.

I love the Mach E, I came from the VW ID.4 which was plagued with software issues, my seats would constantly change position, windows would randomly work, etc. Anyone have thoughts on this, should I have done something differently? I know 18 days so far isn't a lot to complain about but even if my part shipped today it would still be a month before my car can be picked up and I'd still have to fly back to get it.

And just to satisfy my curiosity, which model Mach-E do you have?

 

[Ynotbike]

And just to satisfy my curiosity, which model Mach-E do you have?

2021 RWD Premium, extended battery

 

[ohmslaw]

The resetting of PaaK is incorrect. Had my HVJB replaced several months ago (as well as the telematics module) and all the cars settings were retained.

 

[kltye]

2021 RWD Premium, extended battery

Oh sh*t, that's what I have and I figured I'd be immune since the RWD isn't able to pull as much power as the other models ?. Thanks for your post and updates, and sorry you have to deal with this especially with all the other nonsense going on with hurricanes :/

 

[Ynotbike]

Oh sh*t, that's what I have and I figured I'd be immune since the RWD isn't able to pull as much power as the other models ?. Thanks for your post and updates, and sorry you have to deal with this especially with all the other nonsense going on with hurricanes :/

The storm was just the cherry on top, not sure I can blame Ford for that one though lol. Luckily I had charged up and unplugged before they hit.

 

[Ynotbike]

The resetting of PaaK is incorrect. Had my HVJB replaced several months ago (as well as the telematics module) and all the cars settings were retained.

I figured that but I was stressed and worn out so I didn't argue the point with them, I just don't think they know enough about the car.

 

[heisnuts]

1) I would make sure your case is with the BEV team
2) Keep all of your receipts, as Ford will most likely reimburse you the expenses you have incurred
3) Ask the BEV team about a rental car. Every case I have seen here Ford has covered the rental for a HVBJB replacement no matter how long that took.
4) I am so sorry to hear of the experience and that you only found the forum after the fact.

Fortunately I found this forum before buying the car so I was well prepared for my HVBJB failures (as well as a host of other challenges). I also knew that you never leave home on a trip in the MME without a plan, a charged cell phone and a physical key fob

 

[Logal727]

1) I would make sure your case is with the BEV team
2) Keep all of your receipts, as Ford will most likely reimburse you the expenses you have incurred
3) Ask the BEV team about a rental car. Every case I have seen here Ford has covered the rental for a HVBJB replacement no matter how long that took.
4) I am so sorry to hear of the experience and that you only found the forum after the fact.

Fortunately I found this forum before buying the car so I was well prepared for my HVBJB failures (as well as a host of other challenges). I also knew that you never leave home on a trip in the MME without a plan, a charged cell phone and a physical key fob

I'm hearing they don't reimbursement for much anymore.

 

[Logal727]

The resetting of PaaK is incorrect. Had my HVJB replaced several months ago (as well as the telematics module) and all the cars settings were retained.

The dealer probably thinks they just have to switch the LVB lol. Anyways, they should have the fob, no reason to leave home on a roadtrip without it. PAAK is for convenience. Fob is for backup and peace of mind.

 

[RVAtom]

Oh sh*t, that's what I have and I figured I'd be immune since the RWD isn't able to pull as much power as the other models ?.

I had hoped the same, but I got hit by the failure on September 27th. Mine is RWD standard range, so even lower power potential. I'm betting just about everyone gets this done eventually, but that is coming from my cynical side.

3) Ask the BEV team about a rental car. Every case I have seen here Ford has covered the rental for a HVBJB replacement no matter how long that took.

I agree, pretty much everyone has gotten a loner I think. I got an Explorer straight off the delivery truck with 33 miles on it.

Good luck to you OP. I'm glad you have gotten to a good enough place to weather the wait now. I really would love to get my car back soon too. They say they are still waiting on a part that is backordered. I sure would love the factory to make one less car this week and send that part up here to Richmond, VA but I guess that isn't how this works.

 

[JohnnyForensic]

I called their regular customer service who said they were going to try to expedite the part but that was a week ago and they said is hasn't shipped yet and there is no eta, is there another point of contact I should have tried?

Yes, same number, but specifically ask for the BEV Team. Then get a case number assigned and give it to the dealership.

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