MY21 Blue Cruise Fix Not Covered Under Warranty

[ChuckA]

I don’t know much about this sort of thing but could you just pursue this in small claims court? That shouldn’t be too time consuming (probably less time than multiple trips to the dealer). I just quickly searched google and found this:

https://kahlerfinancial.com/financi...n/small-claims-get-results-with-big-companies

Small claims is a waste. It will cost $75 in fees and then if you win, more money to collect. Better would be to give negative feedback in complaint to State Consumer Affairs Dept and on Social Media.

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[IgorKl]

I think we need official statement from @Ford Motor Company how software TSBs are going to be handled. Majority of MME owners still under basic warranty and do not feel the pain yet , but it's very strange to charge MME owners for fixing software bug that @Ford Motor Company development did.

 

[awp0]

I think we need official statement from @Ford Motor Company how software TSBs are going to be handled. Majority of MME owners still under basic warranty and do not feel the pain yet , but it's very strange to charge MME owners for fixing software bug that @Ford Motor Company development did.

Good luck. If you look at the message history of the Ford account, you'll realize that this is their social media team that does only three things: congratulate people on a purchase/photo/story, offer to connect you with your local Ford dealer, and very occasionally they'll announce a piece of public news that Ford is very proud of. You won't get policy interpretations or even answers to questions, especially ones that might lead to negative publicity like in this situation.

 

[lwilliams0514]

@Ford Motor Company Can you take care of OP’s issue under customer goodwill?

 

[IgorKl]

@Ford Motor Company Can you take care of OP’s issue under customer goodwill?

we have issue that affect right now many people and will affect even more in coming years. We do not need goodwill, we need clarity!

I would be glad if OP at least get reimbursed as goodwill unlike me.

 

[IgorKl]

Good luck. If you look at the message history of the Ford account, you'll realize that this is their social media team that does only three things: congratulate people on a purchase/photo/story, offer to connect you with your local Ford dealer, and very occasionally they'll announce a piece of public news that Ford is very proud of. You won't get policy interpretations or even answers to questions, especially ones that might lead to negative publicity like in this situation.

I hope @Ford Motor Company can escalate this situation and we get official clarification. I hope I do not need to look at different cars and EV events to chase Ford Team with the same question.

 

[HowdyDoody]

we have issue that affect right now many people and will affect even more in coming years. We do not need goodwill, we need clarity!

I would be glad if OP at least get reimbursed as goodwill unlike me.

As of now, I still have not heard anything from @Ford Motor Company regarding my issue whatsoever. And yes, to others' point, the bigger issue is that every time a Ford software engineer writes a bad program, the liability for paying to fix it is on the customer, which is insanity and no one should ever buy/own a car with that arrangement.

 

[Mach1E]

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.

To be fair, it would be more like if your TV broke outside of warranty and you couldn’t watch Netflix.

But I understand the frustration.

The same thing would happen if your cameras on your car broke outside of warranty. You wouldn’t be able to use BC until you pay to fix it.

In the end, SOMEONE has to pay the repair shop to fix your car. And if you don’t have an extended warranty, that someone is you.

It sucks, it’s frustrating, but that’s how it works.

 

[Ford Motor Company]

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!

Hey there. I would like to look into your Blue Cruise concerns on my end. To get thing started, can you please send over a message with your VIN and the name/location of the Ford dealer you have been working with?

 

[EELinneman]

Small claims is a waste. It will cost $75 in fees and then if you win, more money to collect. Better would be to give negative feedback in complaint to State Consumer Affairs Dept and on Social Media.

I think since this is a safety issue, a complaint with the NHTSA might be in order.

 

[Mach1E]

Ford's policy here is outrageous. It would be outrageous even without a BC subscription being in play, but it's doubly so given that someone is paying for the subscription that they apparently make no guarantees around.

Owning a Ford is exhausting. I just don't feel like the brand or the dealers have my back. The free Tesla adapter is the one pleasant surprise during 2 years of frustrating manufacturer decisions, software bugs, false promises, and struggles with dealerships.

I think this is frustrating to understand for owners, but the policy really isn’t outrageous if you think about it.

It does back to the simple question- Who pays the dealership for the service work?

It’s either-
Ford- via the warranty
Or
The owner
Or
??

But someone has to write a check to the dealership for service work done. I’m betting nothing in the BC subscription says it’ll cover service work outside of warranty.

It’s no different than if you pay to update your navigation but your screen isn’t working.


The one thing in this story that makes it a little different is why the car is broken. If Ford OTA updates are the cause, Ford should cover updates to fix it. However, my bet is the way they “cover” the fix is with a future OTA (not paying for a trip to the dealership) unfortunately.

At best, they would probably waive your BC fees until a future OTA fixes the issue.

 

[awp0]

The one thing in this story that makes it a little different is why the car is broken. If Ford OTA updates are the cause, Ford should cover updates to fix it.

Well, yeah, that's kind of the whole point of this thread.

Anyway, it sounds like we agree that Ford should "cover" this known Bluecruise regression that requires a dealer visit to fix (per their own TSB): https://www.macheforum.com/site/threads/tsb-24-2087-inoperative-bluecruise-and-lane-centering.34605/

 

[Mach1E]

Well, yeah, that's kind of the whole point of this thread.

Anyway, it sounds like we agree that Ford should "cover" this known Bluecruise regression that requires a dealer visit to fix (per their own TSB): https://www.macheforum.com/site/threads/tsb-24-2087-inoperative-bluecruise-and-lane-centering.34605/

Not exactly.

Again, it comes down to who pays the dealer.

TSB are covered by warranty. If you are outside of the warranty, not covered.

If this became a recall- covered.

Outside of that, you’re asking for special consideration (good will) from Ford. But it’s not something that would be automatically covered……. Unless the fix is an OTA.

If the dealership pays mechanics to work on the car, that money has to come from somewhere.

The TSB in the link you posted says the same thing-

“Warranty Status: Eligible under provisions of New Vehicle Limited Warranty (NVLW)/Service Part Warranty (SPW)/Special Service Part (SSP)/Extended Service Plan (ESP) coverage. Limits/policies/prior approvals are not altered by a TSB. NVLW/SPW/SSP/ESP coverage limits are determined by the identified causal part and verified using the OASIS part coverage tool.”

 

[awp0]

Not exactly.

Again, it comes down to who pays the dealer.

TSB are covered by warranty. If you are outside of the warranty, not covered.

If this became a recall- covered.

Outside of that, you’re asking for special consideration (good will) from Ford. But it’s not something that would be automatically covered……. Unless the fix is an OTA.

If the dealership pays mechanics to work on the car, that money has to come from somewhere.

The TSB in the link you posted says the same thing-

“Warranty Status: Eligible under provisions of New Vehicle Limited Warranty (NVLW)/Service Part Warranty (SPW)/Special Service Part (SSP)/Extended Service Plan (ESP) coverage. Limits/policies/prior approvals are not altered by a TSB. NVLW/SPW/SSP/ESP coverage limits are determined by the identified causal part and verified using the OASIS part coverage tool.”

I mean, I don't know what to say. You're asking who should pay the dealer, and for many of us the answer is clear: When Ford breaks someone else's car in a way that requires the dealer to fix it, Ford should pay the dealer regardless of warranty status. That is my opinion, and it's why I find this situation outrageous. If I break someone else's car, I'm on the hook for it (well, my insurance company is). I'm sure they're legally covered with text buried deep in the warranty and EULA/etc fine print, but that doesn't make it any less outrageous to me.

 

[Jimrpa]

To be fair, it would be more like if your TV broke outside of warranty and you couldn’t watch Netflix.

But I understand the frustration.

The same thing would happen if your cameras on your car broke outside of warranty. You wouldn’t be able to use BC until you pay to fix it.

In the end, SOMEONE has to pay the repair shop to fix your car. And if you don’t have an extended warranty, that someone is you.

It sucks, it’s frustrating, but that’s how it works.

I’m not sure if that is an accurate analogy. I have an LG OLED TV that had a bunch of apps (that I never use), including things like Apple TV and Netflix. LG periodically pushes updates to my TV. If LG pushed an update that “broke” Apple TV, Netflix, or another app, I’d fully expect LG to fix their software and push a new version of the app. Now, if there was something internal to the TV (say, a memory card) that failed, causing the updated software not to work, then I would argue that the replacement of the broken card is entirely on me (and why I bought the highest level of ESP available for my car).

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