Awesome car, but terrible customer support

[mmqzfS7g]

My 2021 California route 1 is stuck at 4.2.2 while my 2023 select is already updated to 6.14.
Called customer service, the customer representative insisted that "connected service" is not enabled for my 2021 mach e. The most ridiculous thing is she told me " connected service" setting can be found in the "settings" on the homepage of the app, but "connected service" is actually under the " account - other services". Then she said I have to call "connected service" expertise to enable it under "settings" to be enable "Over the air" update.
I hang up the call....
I am disappointed by this terrible customer service experience.

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[Snakebitten]

I'm really not surprised that a telephone based help desk has less than expertise on the subject.

These days it seems only small organizations are likely to have truly helpful help.

 

[DYohn]

What, did you want a lollipop?

 

[Deleted member 19354]

Did they thank you for being the best part of the Ford Family?

 

[SonicBlue]

Did they thank you for being the best part of the Ford Family?

And did they compliment you on your choice of color? This appears to be part of the standard script now LOL.

“Ow wow… I see that you chose [insert color here]. That’s a beautiful color.”

I feel bad for CSRs which are forced to lie, like when they have to say that about Space Grey.

 

[Deleted member 19354]

I have rapid red and they keep calling it something else. I corrected once then deer in headlights

 

[AKgrampy]

My 2021 California route 1 is stuck at 4.2.2 while my 2023 select is already updated to 6.14.
Called customer service, the customer representative insisted that "connected service" is not enabled for my 2021 mach e. The most ridiculous thing is she told me " connected service" setting can be found in the "settings" on the homepage of the app, but "connected service" is actually under the " account - other services". Then she said I have to call "connected service" expertise to enable it under "settings" to be enable "Over the air" update.
I hang up the call....
I am disappointed by this terrible customer service experience.

Not saying this is your issue but there does appear to be a group of individuals whose vehicles have not received OTA’s since Aug of 23. I am one of them but my car has no issues so I do not mind. The issue, if I read the threads correctly, is something actually messed up with the Ford servers and a software version of a module in our cars. So nothing will happen until Ford fixes their server issue. One of the issues I have is intermittent connection to connected services. May not be what is happening in your case but thought I would share this info.

 

[Chuck]

My 2021 California route 1 is stuck at 4.2.2 while my 2023 select is already updated to 6.14.
Called customer service, the customer representative insisted that "connected service" is not enabled for my 2021 mach e. The most ridiculous thing is she told me " connected service" setting can be found in the "settings" on the homepage of the app, but "connected service" is actually under the " account - other services". Then she said I have to call "connected service" expertise to enable it under "settings" to be enable "Over the air" update.
I hang up the call....
I am disappointed by this terrible customer service experience.

You were talking to Level 1 support which supports everything from Mach E to F-150. They are just a traffic cop to direct you to the proper level 2 support person. I've found that Level 2 at Ford is very helpful.

This is the way most support organizations are structured these days.

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