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Long time lurker first time poster lol.
Forgive me if you read this post on Reddit. I’m trying to get the message out on my BlueCruise issue and get some answers. FMCO has been AWFUL with their customer service. I’ve been in contact with multiple departments at FMCO and have spoken to 2 major dealers, including the President/Owner of the dealer where I purchased my 23 GT.
The dealers are swamped in my area (Metro Detroit) with the other issues with the MachE. They aren’t confident FMCO has a “fix” for the BlueCruise. FMCO won’t cover a loaner or rental and from what the dealers are saying the BlueCruise fix will take no less than 2 weeks once the vehicle is brought in. It’s around a months wait, conservatively, for an appointment at service. Again these are huge dealerships miles away from FMCO headquarters.
Here is the story I shared on Reddit. Sorry it’s so long but I wanted everyone to see the details. Any help and constructive suggestions are greatly appreciated.
Reddit Post:
Maybe someone higher on the management train will see this and we can get some reasonable resolution. FMCO Customer Relations has been AWFUL!!! It’s been like calling a cable company or dealing with an insurance company.
I leased a 23 MachE GT back in March 2024. At the time I got a vehicle with 3 years of BlueCruise as a $2000 option in the price of the vehicle. BlueCruise hasn’t worked at all since I took possession of the vehicle. I keep getting a forward facing camera error.
The first dealer was willing to “look into” the problem but said it would be “1-2 days for diagnosing and another 3-5 days to fix” if they could figure out the problem. This dealer said I was ineligible for a loaner since I didn’t purchase the vehicle there (dealer was only 3 miles from my house).
I call the dealer I purchased it at and I get the same thing only this time senior management tells me they aren’t confident their fix (software update) will address the problem and are concerned it will be made worse.
I called Ford Customer Relations only to get bounced to Connectivity Services who initially tells me I never paid for BlueCruise and it was a “3 year trial.” Another call to Connectivity Services for a person to tell me “it was a dealership add on” and that I would need to see the dealer for a refund. Of course that was just a load a bs.
I’ve had lots of back and forth with the dealership that sold me the vehicle and Ford. I’ve been told everything under the sun except that I will be getting the BlueCruise I paid $2000 for. The Ford Over the Air Updates department person said it was a software issue and has to be done at the dealer.
I’ve owned Ford vehicles in the past but this is the worst customer service I’ve ever received from Ford. They won’t give me my money back and they won’t or can’t give me the BlueCruise option I paid for. Basically they are just telling me it’s not a big deal and to go pound sand. As I’m sitting here typing this Customer Relations is on the phone telling me now “it’s a recall” and it will get addressed at a dealer but no dealer in my area will do it in any kind of timely manor due to a lack of EV techs.
Ford has a quality control issue with their vehicles right now. Just do a search for all the recalls on their vehicles. They also appear to have adopted the we don’t have care about you after your purchase. I know the people dealing with battery issues and dead vehicles know what I’m talking about.
My MachE is a great car but before you buy one ask yourself if you want to have a vehicle that puts its customers in such low regard.
Forgive me if you read this post on Reddit. I’m trying to get the message out on my BlueCruise issue and get some answers. FMCO has been AWFUL with their customer service. I’ve been in contact with multiple departments at FMCO and have spoken to 2 major dealers, including the President/Owner of the dealer where I purchased my 23 GT.
The dealers are swamped in my area (Metro Detroit) with the other issues with the MachE. They aren’t confident FMCO has a “fix” for the BlueCruise. FMCO won’t cover a loaner or rental and from what the dealers are saying the BlueCruise fix will take no less than 2 weeks once the vehicle is brought in. It’s around a months wait, conservatively, for an appointment at service. Again these are huge dealerships miles away from FMCO headquarters.
Here is the story I shared on Reddit. Sorry it’s so long but I wanted everyone to see the details. Any help and constructive suggestions are greatly appreciated.
Reddit Post:
Maybe someone higher on the management train will see this and we can get some reasonable resolution. FMCO Customer Relations has been AWFUL!!! It’s been like calling a cable company or dealing with an insurance company.
I leased a 23 MachE GT back in March 2024. At the time I got a vehicle with 3 years of BlueCruise as a $2000 option in the price of the vehicle. BlueCruise hasn’t worked at all since I took possession of the vehicle. I keep getting a forward facing camera error.
The first dealer was willing to “look into” the problem but said it would be “1-2 days for diagnosing and another 3-5 days to fix” if they could figure out the problem. This dealer said I was ineligible for a loaner since I didn’t purchase the vehicle there (dealer was only 3 miles from my house).
I call the dealer I purchased it at and I get the same thing only this time senior management tells me they aren’t confident their fix (software update) will address the problem and are concerned it will be made worse.
I called Ford Customer Relations only to get bounced to Connectivity Services who initially tells me I never paid for BlueCruise and it was a “3 year trial.” Another call to Connectivity Services for a person to tell me “it was a dealership add on” and that I would need to see the dealer for a refund. Of course that was just a load a bs.
I’ve had lots of back and forth with the dealership that sold me the vehicle and Ford. I’ve been told everything under the sun except that I will be getting the BlueCruise I paid $2000 for. The Ford Over the Air Updates department person said it was a software issue and has to be done at the dealer.
I’ve owned Ford vehicles in the past but this is the worst customer service I’ve ever received from Ford. They won’t give me my money back and they won’t or can’t give me the BlueCruise option I paid for. Basically they are just telling me it’s not a big deal and to go pound sand. As I’m sitting here typing this Customer Relations is on the phone telling me now “it’s a recall” and it will get addressed at a dealer but no dealer in my area will do it in any kind of timely manor due to a lack of EV techs.
Ford has a quality control issue with their vehicles right now. Just do a search for all the recalls on their vehicles. They also appear to have adopted the we don’t have care about you after your purchase. I know the people dealing with battery issues and dead vehicles know what I’m talking about.
My MachE is a great car but before you buy one ask yourself if you want to have a vehicle that puts its customers in such low regard.
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