I dont trust you, Customer!

[KyloRen]

7 months with the Pony.. the car is an absolute pleasure, till date. However, the mobile charger that came with the car started acting up few days back, and now just does not work - neither for 110 nor for 220.
I took it to the dealer, and he says 'Ford Policy' (confirmed by Ford Customer Service as well) is to first diagnose to confirm the issue, which could take 2-5 days!
During that time, I am left high and dry or pay for a loaner vehicle.
Only after they diagnose and confirm what I am saying is true, then they will take care of the loaner vehicle till they get the replacement cable - as the vehicle is still under warranty.

Why cant they just give me a loaner, and charge me only if I am wrong (ie everything is working perfectly fine, and I may be hallucinating ?!)? That is more practical approach, and ensures customer's convenience.. I guess that is NOT the first priority at either the dealer or the Ford!!

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[superdave80]

Customer service is dead, and it's not just at Ford. Companies just really don't care if they piss you off, even to save just a few bucks.

 

[MacherAWD]

Customer service is dead, and it's not just at Ford. Companies just really don't care if they piss you off, even to save just a few bucks.

THIS! An anecdote from my weekend.
We go to the Beach
we renewed our annual pass in Janury
I use the app and mobile check in to the state reservation
Lovely date at the beach, ticket on windshield when I return to car
Stop at gate, show ranger my valid pass in app
he scans my plate and says, "yup its correct, not sure why it didnt register, so yeah you are fine"
then - "so go online, appeal the ticket, send x,y,z, and they should void it....
I was like "dude, you wrote the ticket, shouldnt you handle all that?"
him "sorry I dont have access"
me "so am I gonna get tickets all summer that I have to keep contesting....."

 

[Kamuelaflyer]

Why cant they just give me a loaner

Loaners are, for the most part, a dealer item. There are many dealers in the country that do not provide loaner cars for any reason unless required under the terms of a recall (etc.) and even then it’s a rental car.

 

[RickMachE]

7 months with the Pony.. the car is an absolute pleasure, till date. However, the mobile charger that came with the car started acting up few days back, and now just does not work - neither for 110 nor for 220.
I took it to the dealer, and he says 'Ford Policy' (confirmed by Ford Customer Service as well) is to first diagnose to confirm the issue, which could take 2-5 days!
During that time, I am left high and dry or pay for a loaner vehicle.
Only after they diagnose and confirm what I am saying is true, then they will take care of the loaner vehicle till they get the replacement cable - as the vehicle is still under warranty.

Why cant they just give me a loaner, and charge me only if I am wrong (ie everything is working perfectly fine, and I may be hallucinating ?!)? That is more practical approach, and ensures customer's convenience.. I guess that is NOT the first priority at either the dealer or the Ford!!

I'd suggest you read your warranty. No mention of a loaner car. A dealer can provide one if they want to. Ford can provide one if they want to, and they often will for a multi-day issue. But you aren't entitled to one.

 

[thekat03]

If the problem is the charger, not the car, can you just charge elsewhere or with a different charger while they fix or replace your mobile charger?

 

[azerik]

That's a dumb diag. Plug in any other ev and if it throws amber, she's toast. Dealers just look for a way to back charge Ford for sitting on their thumbs.

 

[jay1122]

Uh, I wouldn't even want to use that mobile charger. That thing feels like a backup/travel use to me. I would rather get a dedicated charger for a few hundred bucks.

Anyway regarding service, I think it is not even that bad from your description. I just got a 23 Bolt EUV back from a Chevy dealer after almost 2 weeks for warranty repair. No loaner, tried to wait for one. one month in they still say no loaner available and I just couldn't wait anymore. And that repair was the 4th attempt on the same issue.

Had BMW and MB before MME, they have loaners readily available. Attentive advisors. Great service and free foods. But the MB's $300 oil change is the reason why they can offer loaner like candy. Wait until you see the non warranty repair charge. With value dealers like ford and chevy, honestly I think it is normal.

 

[EMachE]

7 months with the Pony.. the car is an absolute pleasure, till date. However, the mobile charger that came with the car started acting up few days back, and now just does not work - neither for 110 nor for 220.
I took it to the dealer, and he says 'Ford Policy' (confirmed by Ford Customer Service as well) is to first diagnose to confirm the issue, which could take 2-5 days!
During that time, I am left high and dry or pay for a loaner vehicle.
Only after they diagnose and confirm what I am saying is true, then they will take care of the loaner vehicle till they get the replacement cable - as the vehicle is still under warranty.

Why cant they just give me a loaner, and charge me only if I am wrong (ie everything is working perfectly fine, and I may be hallucinating ?!)? That is more practical approach, and ensures customer's convenience.. I guess that is NOT the first priority at either the dealer or the Ford!!

Are the adapters fully seated? Should be flush with housing. Try a different location.

 

[rkmoray]

The advantage of the extended warranty. Loaner is guarenteed

 

[MONDO]

Why do they need your car for a problem with the mobile charger?

 

[Logal727]

Highly recommend getting a more permanent EVSE installed

 

[dtbaker61]

That's a dumb diag. Plug in any other ev and if it throws amber, she's toast. Dealers just look for a way to back charge Ford for sitting on their thumbs.

exactly.... they *should* be able to try your mobile charger with any EV on the lot to tell whether it is the charge port in your car, or the charger that is the problem.

but you could as well.... you can try charging your car:
- on your 120v outlet, change 'tails'
- on your 240v outlet
.... visit somebody you know, or some L2 public charger, or try the dealer's L2 charger to make sure it is not your car's charge port.

if it is indeed the charger, leave the mobile kit w dealer, and they'll get you a whole new kit under warranty. They *should* stock these, but usually don't, which means they have to do a warranty return.

 

[zelkito]

7 months with the Pony.. the car is an absolute pleasure, till date. However, the mobile charger that came with the car started acting up few days back, and now just does not work - neither for 110 nor for 220.
I took it to the dealer, and he says 'Ford Policy' (confirmed by Ford Customer Service as well) is to first diagnose to confirm the issue, which could take 2-5 days!
During that time, I am left high and dry or pay for a loaner vehicle.
Only after they diagnose and confirm what I am saying is true, then they will take care of the loaner vehicle till they get the replacement cable - as the vehicle is still under warranty.

Why cant they just give me a loaner, and charge me only if I am wrong (ie everything is working perfectly fine, and I may be hallucinating ?!)? That is more practical approach, and ensures customer's convenience.. I guess that is NOT the first priority at either the dealer or the Ford!!

Same exact thing here...called a couple days ago. They told me they could make an appointment to look at it mid July!!! Lol!!!

Unbelievable... With no charger.. I just ordered a new one from Amazon.

 

[Jimrpa]

Loaners are, for the most part, a dealer item. There are many dealers in the country that do not provide loaner cars for any reason unless required under the terms of a recall (etc.) and even then it’s a rental car.

My dealer only started day loaners for Ford in the past year. He’s had them for Lincoln for several years.

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