Ford service seems to be deaf & mute ? TSB 23-2155

[4sallypat]

'23 Job 1:

18 months and now I have the dreaded camera, cruise control, lane keeping, pre collision failure messages and it has moved from occasional every other week to now every day at least 2 or 3 times.

Dropped it off at Upland Ford in Upland, CA and it's been 3 days.

Nothing - ghosted - no calls - won't return my call or texts.

Should I escalate to the service manager or find a different dealer ?

Do I get a loaner ?


@Ford Motor Company

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[flapjake314]

my biggest miscalculation in buying this car was thinking the ford servicing network was a plus over tesla. i don't own a tesla, but it is impossible to be worse than ford

don't regret buying the car but servicing is NOT an advantage

i just had to call my servicing dpt over and over, i called over 50 times over the course of 4 days

 

[Mike G]

It's about the benjamins.....what Ford is willing to pay techs for working the issues. A lot of them think it's not enough of an inducement to get excited about fixing your EV.

 

[Snakebitten]

I know a Ford tech (transmission specialist) who fed his family and paid the mortgage on warranty time. Admittedly he was repeating the same procedures and had mastered efficiency. He was raking it in and happy as a lark.
He told me most techs just haven't figured the dealership's system out yet and that some dealerships are just not run well, so the tech can't get jobs done efficiently even if they wanted to.

That's probably an oversimplification of the automotive service industry, but I bet it's like most businesses these days. Some percentage of the staff are real professionals with critical thinking and dedication to production. But the majority are just coasting and taking the path of least resistance.

The customer with the Mach-E or an F150? They have no influence on which tech their ticket gets handed to.

 

[ack154]

'23 Job 1:

18 months and now I have the dreaded camera, cruise control, lane keeping, pre collision failure messages and it has moved from occasional every other week to now every day at least 2 or 3 times.

Dropped it off at Upland Ford in Upland, CA and it's been 3 days.

Nothing - ghosted - no calls - won't return my call or texts.

Should I escalate to the service manager or find a different dealer ?

Do I get a loaner ?


@Ford Motor Company

Just some random thoughts - did you have an appointment scheduled when you dropped it off or was it more of a "walk-in"? Are you trying to call a specific service advisor or just the general service dept number for that dealer? I'd love to assume that anyone in service should be able to look up your work order and see if there's any info. But if they're just being dumb and taking your name/number saying they'll call you back - I'd document all of that, when your appointment was (if you had one), how many times you've called, what you were told each time, etc - and then I'd call the service manager with that detail, see what you can get out of that person. If you can't get that person to return your call, you escalate to the dealership management (and an email here copying the service manager with all of the detail can work too).

If you still can't get anything from them or feel like you're getting the runaround from management, I'd show up in person and demand to have your car back. If they can't - they better start explaining why.

 

[Sikkun]

i don't own a tesla, but it is impossible to be worse than ford

Anything is possible.

 

[Billyk24]

'23 Job 1:

18 months and now I have the dreaded camera, cruise control, lane keeping, pre collision failure messages and it has moved from occasional every other week to now every day at least 2 or 3 times.

Dropped it off at Upland Ford in Upland, CA and it's been 3 days.

Nothing - ghosted - no calls - won't return my call or texts.

Should I escalate to the service manager or find a different dealer ?

Do I get a loaner ?


@Ford Motor Company

I have read in the past that Tesla service centers also have issues with communication other than setting an appointment and relaying when the repair is completed.

 

[jay1122]

Sounds like the front camera problem. I started getting these notifications too and now it is completely broken. lost bluecruise, lane centering, front collision warning capability. It is out of warranty. I am not planning to pay hundreds and above to fix it. Wish I could disable the annoy warning message on startup.

 

[flapjake314]

Anything is possible.

here's one quote tesla servicing won't give you: i won't service your car because you didn't buy it from my dealership

 

[4sallypat]

Just some random thoughts - did you have an appointment scheduled when you dropped it off or was it more of a "walk-in"? Are you trying to call a specific service advisor or just the general service dept number for that dealer? I'd love to assume that anyone in service should be able to look up your work order and see if there's any info. But if they're just being dumb and taking your name/number saying they'll call you back - I'd document all of that, when your appointment was (if you had one), how many times you've called, what you were told each time, etc - and then I'd call the service manager with that detail, see what you can get out of that person. If you can't get that person to return your call, you escalate to the dealership management (and an email here copying the service manager with all of the detail can work too).

If you still can't get anything from them or feel like you're getting the runaround from management, I'd show up in person and demand to have your car back. If they can't - they better start explaining why.

Yes, made an appointment online and when I arrived, they told me they have no techs available to diagnose as that day was only oil changes being done.

That should have been a sign...

 

[Sikkun]

Yes, made an appointment online and when I arrived, they told me they have no techs available to diagnose as that day was only oil changes being done.

That should have been a sign...

I don’t think a lot of dealerships are really set up well to handle online booking and what not. Some of them also like to just let you bring the vehicle in and just add it to the tech’s queue.

What I would try doing in the future (and trust me I understand just wanting to make an online appointment) but I would call and specifically try to get them to schedule you to drop off when the tech can actually look at it.

 

[phil]

Should I escalate to the service manager or find a different dealer ?

I'd say find a better dealer. They seem to vary in quality more than they should. My dealer service has been consistently excellent. But not near Upland.

 

[4sallypat]

Just received an email from @Ford Motor Company BEV team....

Called the dealer again and nothing yet.

Don't think they find it important to inconvenience their customer...

 

[Dear_OP]

It will depend on each dealership. Unfortunately the one near we live is either disinterested with EVs, no idea or combination of the above. My wife poignantly asked me if this is the dealership experience I want to deal with ongoing if we were to pick up a Mach E.

Point taken.

 

[scubastevecp00]

Just received an email from @Ford Motor Company BEV team....

Called the dealer again and nothing yet.

Don't think they find it important to inconvenience their customer...

Sorry to hear your dealer issues, that sounds like a really bad dealer. I did get a loaner while they worked on mine.
My issue was more getting them to accept that I knew what the error was from day 1. I had mine fixed a couple months ago while I had my HVJB recall done, but originally it was diagnosed last July 2023. It ended up being the coaxial cable connector but it took 3 visits in 2023 to convince the dealer to finally order a replacement cable. Each time I took it in they would update the software and the problem would go aware for a few days or a week then come back. On the 3rd visit they finally admitted it was the cable and ordered one, but I didn't go back until they scheduled my HVJB recall and had them do both at one time. To fix it in the interim, I think they put some foam or something where the coaxial cable bends and connects which helped the error happen less frequently and it cleared on its own within seconds the times it did go off over the several months I waited in-between appointments.

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