MY21 Blue Cruise Fix Not Covered Under Warranty

[HowdyDoody]

I recently got a Blue Cruise/lane centering failure caused by an OTA update. There is a TSB for Model Years 22 & 23, but not 2021. My MY21 car is no longer covered under bumper to bumper warranty so even though I just paid $700 for Blue Cruise subscription, I was told by the dealer that the BC failure in my vehicle was caused by failure to receive multiple OTA updates - even though I get these regularly and that now I have to pay for the software updates to be downloaded manually to restore BC. It is not covered as my car is over the 36k mile bumper to bumper coverage. This is total BS @Ford Motor Company !!! I was a major enthusiast for years in this car and abided early hiccups, but this MME is a POS!

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[RickMachE]

Pick up the phone, call Ford, and ask for the BEV team and open up a case.

 

[PrimeFuture]

What is your dealership wanting to charge you to install the updates?

 

[HowdyDoody]

4 hours of labor. It's insane. 2 months ago @Ford Motor Company sold me a Blue Cruise subscription service that the car can't run properly due to their software issue. I now have to pay to fix this, with no guarantee that it won't happen again. These frequent nuisances were no big deal when all these trips to the dealership were covered under a 3 year/36k B2B warranty. Now that they're not, every little issue with this car coming out of my pocket is a very scary thought.

 

[awp0]

Wow, what a slap in the face. Just one more reason (big one) why people should think carefully before purchasing this subscription.

 

[hbirring01]

Sounds about right! They cant even get their OTAs tested properly before sending them out. Im definitely not getting a Ford for my next EV purchase for sure! They made that decision pretty easy for me

 

[Gimme_my_MME]

What exactly was the issue?

 

[HowdyDoody]

What exactly was the issue?

Blue cruise and lane centering were not working. The dealer claimed it was because there were a logjam of updates that "didn't take and had to be done manually". But the issue started when I got my most recent OTA update, which came about 3 weeks ago. I'm aware of no "logjam of updates", as the OTA I got most recently was 6.14.0

 

[PrimeFuture]

I would think that a subscription fee includes ensuring the software to use that subscription works. Since you know, we're paying for the ability to use the software.

I would call Ford Customer Service directly and talk to them.

 

[Mirak]

Yeah… software you’re paying a sub for doesn’t seem like a warranty issue. This would be a good spot for @Ford Motor Company to… do something.

 

[JGuske23]

Pick up the phone, call Ford, and ask for the BEV team and open up a case.

Do this, The Bev team makes things happen in my experience, anytime I've ever had an issue I call them before the dealership ha.

 

[HowdyDoody]

A 45 minute call with the BEV team informed me that I am fully liable to pay for the 4 hour service repair to restore Bluecruise (for which I previously paid @Ford Motor Company a $700 subscription fee to be able to use). The dealer used the procedure laid out in the TSB for MY22 & MY23 TSB 24-2087 to fix my MY21 vehicle. There was nothing vehicle-specific about my issue. It was a Ford software issue. This is complete insanity. Note for those that own this car after 36k miles - whenever Ford causes a software issue, YOU will be financially responsible to pay for the repair to correct it.

 

[jamelski]

Yikes. I would escalate with BEV team talk with the manager they can make it right or should reimburse you.

their OTA updates Cause the issue and Ford knows that and should be liable for the repair and payment @Ford Motor Company fix that problem

 

[HowdyDoody]

Yikes. I would escalate with BEV team talk with the manager they can make it right or should reimburse you.

their OTA updates Cause the issue and Ford knows that and should be liable for the repair and payment @Ford Motor Company fix that problem

Unfortunately, not. This was the answer the agent gave after consulting for about 10 minutes with the manager. This is total insanity. Why anyone would ever buy a BEV from Ford when any software update could break functionality which then is the responsibility of the customer to pay to fix, per the company's policy? Total nightmare, especially when I consider that this will likely keep happening over the life of the car. Has Ford ever had an OTA that hasn't broken at least something? We joke about it on this Forum ("what did they break now?", but it's no longer a joke when it becomes the customer's obligation to pay to fix after the 36k warranty expires.

 

[HowdyDoody]

Imagine paying for 3 years of Netflix and Netflix goes offline due to a server error that affects a large portion of their customer base, and then customers to pay to reactivate it, while not reimbursing for the prepaid time that was lost. This is exactly what @Ford Motor Company is doing here, except its my primary car, not a television show.

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