Mets0903
Active Member
- First Name
- Eric
- Joined
- Dec 2, 2022
- Threads
- 2
- Messages
- 29
- Reaction score
- 12
- Location
- New Jersey
- Vehicles
- 2022 Mach-E Premium AWD
- Thread starter
- #1
Hello all. I am posting my email to Ford execs from last week here in the hope that someone might have further advice or that Ford might take notice, as I have not yet received a response.
* * *
To Whom It May Concern:
I purchased a brand new 2022 Mustang Mach-E Premium AWD on Saturday, November 19, 2022 at Woodbridge Ford in New Jersey. This was my first experience with this dealership and my first Ford. While my sales experience was pleasant, my experience after driving off the lot has been extremely frustrating and disappointing.
While my wife and I finished up the paperwork for the sale, the salesperson configured the vehicle and the FordPass app on my phone. It took several tries to finish the authentication process (in hindsight, this was a signal of things to come), but ultimately everything worked and we drove home.
By the time we got home, however, the FordPass app was no longer updating, instead saying that the car was in "deep sleep" mode (even though it obviously wasn't). FordPass has not worked since. As I am sure you are aware, the app is critical for an EV, so that I can monitor charging status, set and change schedules, etc.
I called FordPass that day and they said that my car required an update that the dealer could provide (and so I planned to call the dealer first thing Monday morning). Over that weekend, however, I also noticed that (1) there was no drop-down menu when I touched "Connected Vehicle Features" on the screen (and so all of those features were unavailable) and (2) Hands-Free BlueCruise wasn't working (and there was no "expiration date" in the menu settings, suggesting that it had not been installed properly).
On the morning of Monday, November 21, I called the dealer and was told to bring my car in at 3:00pm. During that day, I called Ford again and was told that the problem might stem from the fact that the dealer had not reported the vehicle to Ford as "sold," so I called the salesperson and asked him to resolve that issue (my understanding is that he did). When I arrived at the dealership's service location at 3:00pm, I was told it was too late for them to help me. No one could explain why I was told to arrive at 3:00 or why I had wasted my time.
I went back to the dealer on November 23 at 7:30am. My understanding is that the technician tried to update the "gateway module," but that the update would not work. I was told that he was in contact with Ford via an online portal (and that no phone contact was available), but that there was no way to call Ford for advice. I was told a response from Ford would come within 3-5 days and that they would let me know when they heard back.
As I had not heard back from the dealer, I called them again on December 1. Apparently, there had been a response from Ford, but (to my frustration) no one had reached out to me.
I went back to the dealer at 7:30am on December 2. Ford's advice to the technician did not work and, apparently, Ford then suggested another fix (TSB 22-2404, which is prescribed for 2021 models, even though my car is a 2022) involving an "adapter" that the dealer did not have (and that they did not know when they would receive). After additional pushing from me, the dealer reached back out to Ford via the online portal to ask for permission to simply replace the "gateway module." As I understand it, a Ford representative then reached out to the technician by phone and, after additional conversation, provided this permission.
I was told by the dealer that the part was in stock in a warehouse, that it would arrive in 2-3 days, and that installation on December 9 should not be a problem. I called the dealer on December 7 to confirm that the part had arrived - it had not. I called the dealer again on December 8 to confirm that the part had arrived - it had not. My understanding is that the part has still not arrived, and that all they can tell me is that it is "in transit." There seems to be no end in sight.
While the dealership may be doing all it can do to help, I hope that you agree that being made to wait indefinitely for a fix for a brand new car is absolutely unacceptable (especially when it's not even clear that the fix is going to work). Anything that you can do to help facilitate the resolution of this matter (and provide appropriate compensation for my trouble) as soon as possible would be greatly appreciated.
Thank you.
* * *
As an update, I called the dealer again on Friday and Saturday, the gateway module still has not arrived, they are unable to provide any updates. While I understand that, especially these days, specialized car parts do not magically appear, the lack of transparency and urgency in this situation has been very disappointing.
* * *
To Whom It May Concern:
I purchased a brand new 2022 Mustang Mach-E Premium AWD on Saturday, November 19, 2022 at Woodbridge Ford in New Jersey. This was my first experience with this dealership and my first Ford. While my sales experience was pleasant, my experience after driving off the lot has been extremely frustrating and disappointing.
While my wife and I finished up the paperwork for the sale, the salesperson configured the vehicle and the FordPass app on my phone. It took several tries to finish the authentication process (in hindsight, this was a signal of things to come), but ultimately everything worked and we drove home.
By the time we got home, however, the FordPass app was no longer updating, instead saying that the car was in "deep sleep" mode (even though it obviously wasn't). FordPass has not worked since. As I am sure you are aware, the app is critical for an EV, so that I can monitor charging status, set and change schedules, etc.
I called FordPass that day and they said that my car required an update that the dealer could provide (and so I planned to call the dealer first thing Monday morning). Over that weekend, however, I also noticed that (1) there was no drop-down menu when I touched "Connected Vehicle Features" on the screen (and so all of those features were unavailable) and (2) Hands-Free BlueCruise wasn't working (and there was no "expiration date" in the menu settings, suggesting that it had not been installed properly).
On the morning of Monday, November 21, I called the dealer and was told to bring my car in at 3:00pm. During that day, I called Ford again and was told that the problem might stem from the fact that the dealer had not reported the vehicle to Ford as "sold," so I called the salesperson and asked him to resolve that issue (my understanding is that he did). When I arrived at the dealership's service location at 3:00pm, I was told it was too late for them to help me. No one could explain why I was told to arrive at 3:00 or why I had wasted my time.
I went back to the dealer on November 23 at 7:30am. My understanding is that the technician tried to update the "gateway module," but that the update would not work. I was told that he was in contact with Ford via an online portal (and that no phone contact was available), but that there was no way to call Ford for advice. I was told a response from Ford would come within 3-5 days and that they would let me know when they heard back.
As I had not heard back from the dealer, I called them again on December 1. Apparently, there had been a response from Ford, but (to my frustration) no one had reached out to me.
I went back to the dealer at 7:30am on December 2. Ford's advice to the technician did not work and, apparently, Ford then suggested another fix (TSB 22-2404, which is prescribed for 2021 models, even though my car is a 2022) involving an "adapter" that the dealer did not have (and that they did not know when they would receive). After additional pushing from me, the dealer reached back out to Ford via the online portal to ask for permission to simply replace the "gateway module." As I understand it, a Ford representative then reached out to the technician by phone and, after additional conversation, provided this permission.
I was told by the dealer that the part was in stock in a warehouse, that it would arrive in 2-3 days, and that installation on December 9 should not be a problem. I called the dealer on December 7 to confirm that the part had arrived - it had not. I called the dealer again on December 8 to confirm that the part had arrived - it had not. My understanding is that the part has still not arrived, and that all they can tell me is that it is "in transit." There seems to be no end in sight.
While the dealership may be doing all it can do to help, I hope that you agree that being made to wait indefinitely for a fix for a brand new car is absolutely unacceptable (especially when it's not even clear that the fix is going to work). Anything that you can do to help facilitate the resolution of this matter (and provide appropriate compensation for my trouble) as soon as possible would be greatly appreciated.
Thank you.
* * *
As an update, I called the dealer again on Friday and Saturday, the gateway module still has not arrived, they are unable to provide any updates. While I understand that, especially these days, specialized car parts do not magically appear, the lack of transparency and urgency in this situation has been very disappointing.
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