We Will Never Buy a Ford Again...Nor should you!

[danielleryane]

Some of you may remember my other thread regarding our latest critical failure, as well as the six other times our Mach-E has been in the dealership due to recalls and other critical failures.

To recap, my Mach-E received the infamous "Stop Safely Now" message (12V Battery Bricked) and had to get it towed. It has been at the dealership for two weeks now with no movement, figuratively or literally.

An official case has been opened with Ford and we have not heard from our Case Specialist after countless emails, texts and voicemails. Our service advisor at the dealership has also tried contacting the Case Specialist numerous times with zero success. We were expecting to hear from her by Tuesday, 12/6...didn't happen. We chatted and spoke to another specialist on 12/7 and they said that our Case Specialist had it scheduled on her calendar to call us by EOD on 12/7. Also didn't happen. One more time (AAAAAAARRGGHHH!!!) we contacted a specialist through the online chat feature on 12/8, only to be told we would FOR SURE be contacted by our Case Specialist no later than 12/10. You already know what happened, right? Yep, she never called. This is honestly insane.

Our family and friends keep reminding us that we are being held hostage by Ford. And we completely agree. Not only is the Mach-E out of our possession, but it is completely inoperable. There's literally no ETA on next steps, due to the global battery and chip shortage. So, what does that mean? Well, it means we are simply stuck paying for a premium electric vehicle we don't even have. And because of Ford's no loaner policy, my family now has to share my husband's car, which is not only causing issues with getting to and from work, but more importantly issues with our special needs child's daily transportation to and from school.

We've spoken to two lawyers about pursuing Texas Lemon Law, as well as damages incurred. The major issue with this path of action is the time it takes for a case like this to run its course.

In addition, we recently shared this story with several major news outlets — all of whom find our situation appalling. But not just our situation: every Mach-E owner, former or present. Ford's lack of ownership for those consumers out there who are suffering and plagued by the Mach-E's many failures must come to light. We must get them to start taking responsibility and doing the right thing: getting consumers out of these vehicles and back on their feet. I know there's a class action lawsuit regarding the sudden and total loss of power, but it seems like there needs to be one for this "Stop Safely Now/12V Battery" failure.

We know many of you have been through similar or worse with the Mach-E, so we are open to hearing any suggestions.

At this point, ALL WE WANT is for Ford to take accountability through a manufacturer buyback that zeroes out our loan, so that we can start over and leave this nightmare in the rear view. Because everything we are going through, every minute of every day, is irrevocably unacceptable.

Sponsored

 

[Kamuelaflyer]

Look up the lemon laws governing your jurisdiction. Once your car qualifies (if it currently does not), gather your paperwork, dates, and receipts and file a lemon law claim. Or ask your service advisor to start the buyback process. Short of that email the Customer Experience Officers at ford detailing your complaint. Their email addresses can be found at:

https://www.elliott.org/company-contacts/ford/

 

[heisnuts]

I completely understand the frustration and sympathize with your current situation. Since it sounds like you just want out from Ford entirely, and fortunately the resale on the MME is still pretty good, have you thought about just asking the dealer where it is now to make you an offer on the car to buy it from you right now? This would save you the time and money to go through a lemon law fight and you would have it done and behind you a lot faster.

 

[Neil4Real]

Sorry for you troubles, hopefully you get a favorable resolution. Two weeks isn’t much time at all, especially in today’s world. You’re not even close to lemon law territory and already went defcon 1 a bit prematurely.

Why does your advisor need your case manager from Ford to call them…? They’re just customer facing to make you happy and give reimbursements, compensation, make sure the dealer is doing their job, etc.

Are they expecting the case manager to help figure out what is wrong with your car? That’s not what they do. Your dealer needs to just do their job and use their service hotline that gets Ford engineers on it. Sounds like your dealer is also a crappy one and giving you the runaround. Ford will definitely reimburse for a rental. But again, sounds like your dealer is just screwing you over. I’d ask your dealer what the heck the hold up is and, if necessary, just get it towed to a dealer who confirms they’ll give you a loaner/rental out of the gate. Most dealers have loaners or rentals on premises. Two weeks… they should have been able to get you in one by now (or get your own and get reimbursed).

 

[bncwhite]

I just went through four months without my MME. I got it back for four days after 10.5 weeks for the first major incident then the HVBJB. That added 4 more weeks to the ordeal! A LOOOONNNNGGGG four months. They covered my rentals off and on for the most part. Horrible experience. Happy my HVBJB time bomb has come and gone!

 

[gryphon]

already went defcon 5 a bit prematurely.

A quick interruption to mention that Defcon 5 is the lowest and Defcon 1 is the highest state. Carry on...

 

[Neil4Real]

A quick interruption to mention that Defcon 5 is the lowest and Defcon 1 is the highest state. Carry on...

Hahahahaha fixed!

 

[Mmejbx23]

Well it seems understandable that your experience makes you feel you would never trust Ford again or buy their products. I probably would feel the same in your shoes, although I would not go to DEFCON 1 (nice correction gryphon ?). I disagree with your post title that I should not buy from Ford based upon your experience and that part seems pretentious. I myself have owned a Mustang GT for 12 years and have had zero problems with it and great service across many dealerships with it. I love my brand new Mach E (just purchased yesterday) and believe i will have a similar experience.

 

[danielleryane]

Well it seems understandable that your experience makes you feel you would never trust Ford again or buy their products. I probably would feel the same in your shoes, although I would not go to DEFCON 1 (nice correction gryphon ?). I disagree with your post title that I should not buy from Ford based upon your experience and that part seems pretentious. I myself have owned a Mustang GT for 12 years and have had zero problems with it and great service across many dealerships with it. I love my brand new Mach E (just purchased yesterday) and believe i will have a similar experience.

There has been multiple issues we have had with this car where we were without for a couple of months in the past. Ford overall has been a nightmare to work with from previous issues and now this.
We also owned a Mustang as well a couple years ago and while the vehicle didn’t give us issues, Ford did with times we have brought it in for maintenance. Their customer service has been horrible compared to other car manufacturers we have dealt with.

 

[Rabidsquirrel22]

When I had the Stop Safely Now failure on mine, I did get the dealer to reimburse me for 2 weeks of an enterprise rental car, and I got my corporate case manager to reimburse me for 2 months' worth of car payments for the duration it was stuck at the dealer waiting on the backordered part. Being persistent and polite with the requests definitely helped.

Sorry to hear that you are stuck with the worst customer service rep Ford has. Maybe you can request your case to be transferred to someone else? My rep was very helpful and proactive in calling me and the dealership every couple of days.

 

[Kamuelaflyer]

There has been multiple issues we have had with this car where we were without for a couple of months in the past. Ford overall has been a nightmare to work with from previous issues and now this.
We also owned a Mustang as well a couple years ago and while the vehicle didn’t give us issues, Ford did with times we have brought it in for maintenance. Their customer service has been horrible compared to other car manufacturers we have dealt with.

It's time for you to move on. Lemon law the car if it qualifies and move on. Adding even more hyperbole isn't going to get you more sympathy in these forums as your experience is not typical, and the forums aren't going to get your issue resolved.

 

[mccdeuce]

Whether you are a 21 or 22 you are still an early adopter. Have to remember that.

I had issues with my brand new 2021 VW ICE car; fought with the dealerships, fought with corporate. No loaner despite it being a warranty covered malfunction of the drive train. Ultimately, they didn't even fix the problem. Corporate told me to take it to another dealer. Loaner offered was a bicycle... I live 30 miles away from this new dealer. Ubers cost me $60 each way. I was not happy but there is no requirement in the warranty for loaners.

If you are not happy with the car, part with it. Lemon law or just sell it to the dealer (for probably more than you paid for it when you account for the tax rebate) Do not go to a lawyer here, just discuss with the dealer first. My experience, its a relatively quick paperwork deal with Ford. Lawyers are the ones who make it take a while. Its a simple process. (that said, not sure you meet the criteria yet - Texas is 4 attempts to fix, or 30 days in the shop)

Ford has previously waived the payments for months the car is not usable - chat with Ford corporate about that when you do discuss with them.

I am sure it is frustrating and more than just an inconvenience - but none of this is unique to EV, none of this is unique to Ford. I know that is not what you want to hear, but you have gone to a lawyer and the media, when your vehicle has only been in the shop for 2 weeks. (Coworker's Infiniti is in the shop, (car wont move) because the wiring harness no longer works - Infiniti no longer makes the part so they are trying to get one from salvage yards.... timing to fix unknown...)

My question to you is what is the solution you want? Based on your thread title, you want rid of the MME and not to replace with a Ford - probably could happen relatively quickly.

 

[mwtechy]

...but it seems like there needs to be one for this "Stop Safely Now/12V Battery" failure...

I had one with the 12v but I would never sign up for a class action lawsuit on it. Cars break down. A little hard to show harm done while it's under warranty and ford does everything they can to fix it. They replaced the BECM on my car including the 12v of course after the 12v issue and I haven't seen the issue again. I really think there is a problem with a # of BECMs but that's just speculation. If the # of these issues don't start going down before the warranty expires I'll likely do a trade in before it does. Personally though if the car lasts a decade it has already earned its keep. Sorry you're having so many issues but I agree with others here, time to throw in the towel on it regardless if it's due to your local dealers not knowing what they are doing, ford corp, or the car itself. Not worth the stress and a class action probably would just be more of the same. You have plenty of a paper trail though so if one ever does kick up probably you should throw your name in the hat. Me though...12vs die. Crappy 12vs more so. After a 3k road trip though I'm assuming it has been resolved with my car at least.

 

[Ghost Mach-E]

In this day in age, you need to be patient. Everything moves at snails pace at the moment with everything. Just be calm and civil with interactions with the dealer and ford, ford will take care of it. Dealer had our Mach E for 19 days headlight issues. We open a case with Ford. We received rental car from dealer after 3 day. Ford reps reach out to us within 4 days. 2 days before our car was ready we recieved call from ford taking care of 2 months car paymets. Hell yeah its fustrating, i think its important to be firm but be kind. We had both our Mach E for a year now, 1 issue headlight thats was 5 months ago. Everythings been great since.

 

[4sallypat]

Can't believe Ford won't cover the rental - thought that was standard....

Sponsored