MY21 Blue Cruise Fix Not Covered Under Warranty

[azerik]

My understanding with the extended warranty is that there is a deductible. It's still $100+tax for most visits to the dealership, which when due to Ford's software problems, is still very absurd.

The amount of money one thinks they save by not going $0 deductible is spent on the first 2 trips to the dealer. Spend the hundred or two hundred so there isn't a deductible and take it in as many times as you'd like.

Thats what I paid when my car was at 26k.

Extended warranty would not cover this case

Why wouldn't it. Yeah it's going to probably require a LOT of calls and social media call outs but Ford knows there was a OTA that did this. And they know they bricked a few (no one knows how many I'm sure) cars in the process. And until those cars start bitching about the unrepairable thing needed for this product to work they won't place any kind of priority on it. It's going to take more than 2 or 3 reports of this to gain any traction. If no one complains how would Ford ever know that these contestants actually want to use BC and didn't just stop using it after the OTA.

Before anyone pipes up about the car sending data back with errors etc, I can almost promise you theres maybe 1 or 2 lucky individuals (who are frantically looking for another job) responsible for glancing over this uploaded data. Until Ford starts devoting people to the software side of this no fix comes in a timely manner. Just look at all the charging issues we've sustained for over a year.

Take to X or Facebook, that's where non-owners are. Ford can't give two shits about owners which is kinda obvious, they already got your money, on all accounts.

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[Space_Pony]

I haven't received 6.14 or any other updates for a couple months. It makes me wonder if they've decided that they have less problems when they don't send out any updates, since they seem to be having problems.

 

[Mach1E]

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).

I would expect LG to fix it as well…… by pushing another update to fix it.

But I wouldn’t expect them to pay a TV repair shop to fix it sooner.

 

[Mach1E]

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.

I agree somewhat.

If Ford pushes an update that breaks the car, they should push another update to fix it for free.

But this is where the confusion comes in:

The Ford dealer? That isn’t Ford, isn’t run by Ford and isn’t owned by Ford.

The sticky part with this specific situation is whether a trip to the dealer is the only fix or if a future OTA would fix what the bad OTA broke.

If outside warranty you have 2 options:
1. Wait for a free fix
2. Pay the dealer to fix it now

If waiting? I would have Ford pause the BC subscription so you aren’t paying for something you can’t use.

 

[VindictivePantz]

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).

This.

If a software bug breaks an out-of-warranty vehicle, software updates for "out of support" models should be disabled by the manufacturer to eliminate risk, confusion, etc.

Ford and the dealers do not know how to handle this situation. They clearly need to state what is supported, what is not, and when it's not, disable software updates. They have access to vehicle information, warranty status, etc. It's not terribly difficult for them to draw a line in the sand and stop software updates if they're not going to stand behind them.

They're not ready to make that decision, and people are getting caught in the middle.

 

[BMT1071]

This.

If a software bug breaks an out-of-warranty vehicle, software updates for "out of support" models should be disabled by the manufacturer to eliminate risk, confusion, etc.

Ford and the dealers do not know how to handle this situation. They clearly need to state what is supported, what is not, and when it's not, disable software updates. They have access to vehicle information, warranty status, etc. It's not terribly difficult for them to draw a line in the sand and stop software updates if they're not going to stand behind them.

They're not ready to make that decision, and people are getting caught in the middle.

But they are not "out of support", they are out of FREE dealer support. The original fix for this issue was supposed to be via another OTA update, then the TSB was revised with directions for dealers to be able to update the affected modules.

 

[VindictivePantz]

But they are not "out of support", they are out of FREE dealer support. The original fix for this issue was supposed to be via another OTA update, then the TSB was revised with directions for dealers to be able to update the affected modules.

Yep - and that's the problem. In this case, a remote "mechanic" in the form of a Ford software update broke something, and the user (driver) has no recourse. What makes matters worse, Ford keeps advertising BC updates, so the user wants to keep software updates on to get access to said updates.

The solve here is simple:

1. Ford reimburses dealers for known or confirmed software issues (yes, this could be complicated, but they need to figure it out. For any vehicle getting OTAs, the mothership needs to do the right thing here until they can get the details figured out.)
2. Ford clearly defines what vehicles are out of "support" from a software perspective, and shuts-off OTAs.

 

[Mach1E]

Yep - and that's the problem. In this case, a remote "mechanic" in the form of a Ford software update broke something, and the user (driver) has no recourse. What makes matters worse, Ford keeps advertising BC updates, so the user wants to keep software updates on to get access to said updates.

The solve here is simple:

1. Ford reimburses dealers for known or confirmed software issues (yes, this could be complicated, but they need to figure it out. For any vehicle getting OTAs, the mothership needs to do the right thing here until they can get the details figured out.)
2. Ford clearly defines what vehicles are out of "support" from a software perspective, and shuts-off OTAs.

#1 will only happen if it’s a safety issue (recall).

#2 is definitely less ideal as well. That would mean that after 3 years your car gets no updates unless you pay for them? Updates for sure fix way more things than they break. This seems like a pretty rare instance.

The solve is the same as it’s been for every car- buy an extended warranty or pay out of pocket for repairs.

Option #4 (and some here have done it) is to turn off automatic updates when out of warranty.

 

[MountainTech]

Make sure all your connected vehicle data settings are turned on, including vehicle data sharing.

Did you just “did you restart your computer” me? Yes everything is confirmed on. Turned off and back on. Same issues. I would consider myself an advanced tech user given my career and education. This is not a user error and now I’m in the process of getting my home garage setup with all the appropriate tools to use FDRS to use use myself at home. Every issue I’ve had with the software was a fix that I had to fight the dealerships on.

 

[Mach-Lee]

Did you just “did you restart your computer” me? Yes everything is confirmed on. Turned off and back on. Same issues. I would consider myself an advanced tech user given my career and education. This is not a user error and now I’m in the process of getting my home garage setup with all the appropriate tools to use FDRS to use use myself at home. Every issue I’ve had with the software was a fix that I had to fight the dealerships on.

That message is indicative of them not being turned on. But I guess you have other issues.

 

[helium89]

#1 will only happen if it’s a safety issue (recall).

#2 is definitely less ideal as well. That would mean that after 3 years your car gets no updates unless you pay for them? Updates for sure fix way more things than they break. This seems like a pretty rare instance.

The solve is the same as it’s been for every car- buy an extended warranty or pay out of pocket for repairs.

Option #4 (and some here have done it) is to turn off automatic updates when out of warranty.

Ford’s response to this is remarkably myopic. They saved a bit in repair costs, but posts like this do convince people to let Ford subscriptions lapse, not keep their leased/options car, or avoid buying Ford in the first place. If broken software updates are as rare as they should be, eating the cost of repairs seems like a no brainer given the risk of an upset owner going viral.

 

[SnBGC]

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.

You are correct.
I have the same experience on my end. The car works as expected but eventually the software updates will break things. I have 80k miles so warranty is long past. Front camera and other related faults could only be fixed by the dealer updating all the software in every module (per their description). Not covered so I had to pay for it.

BC worked fine for 3 or 4 days and then failed again.

Now I have a steering control module failure. That will be $2400 to replace. It is on back order as well.

 

[awp0]

Bluecruise
Ford Streaming
AT&T Wifi
Sirius XM
Navigation
Alexa
Blue Oval

Ford's aggressive commitment to subscription revenue hits different knowing that they won't even have your back when they break your paid service with an OTA. And let's be honest, the Ford software team isn't exactly inspiring confidence within the community.

 

[Mach1E]

Ford’s response to this is remarkably myopic. They saved a bit in repair costs, but posts like this do convince people to let Ford subscriptions lapse, not keep their leased/options car, or avoid buying Ford in the first place. If broken software updates are as rare as they should be, eating the cost of repairs seems like a no brainer given the risk of an upset owner going viral.

Maybe?

But I don’t think people being upset on the internet about their out of warranty products breaking is enough to make a manufacturer want to extend the warranty.

When was the last time someone wasn’t upset about such things?

Their fix is likely to fix the problem…… OTA for free if possible.

And they’re likely ok knowing that people with older broken cars are definitely less likely to fork out $800/yr for BC. Or they’re happy to have the dealership fix those cars……for a price.

I just don’t think the cost benefit analysis is there for a broad based warranty extension policy.

That said, would I have gone to Ford to see if they can make a goodwill exception? Absolutely! I just understand that it would be an exception, not the rule.

 

[MountainTech]

Same issue here and I’ve had more than one incident where the IPS screen goes black or displays the charging screen while driving. Tempted to file a report with the NHSTA all over again. This is after having three HVJB parts replaced already and being stranded twice. Also had the parking break issue with the rear harness and knocking when turning that the dealer “can not consistently reproduce but they did notice it occasionally”

Another bug - Apple Maps destination doesn’t clear if you turn the vehicle off and don’t end the trip in Apple Maps. Then turn the car back on without a new trip.

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