Mojuba
Active Member
- First Name
- Chris
- Joined
- Jan 28, 2020
- Threads
- 7
- Messages
- 41
- Reaction score
- 43
- Location
- Huntington Beach
- Vehicles
- Reserved Mach E First Edition
- Thread starter
- #1
So, I bought a First Edition car and have had it since 2021. I've been stuck at the first edition of Blues Cruise, which is adaptive cruise control. It will slow down and speed up when a car is in front.
I was excited seeing all the self-driving options of Bluescruise, and not just adaptive cruise control, so last year, I paid $600 for the "coming soon" 1.3 features in my vehicle. I was always told that when seeing a dealer, the OTA updates are coming soon. It's been a year, and I've not received any OTAs. Today, I asked my dealer, and they told me to call customer support to help them take care of it since I was now out of warranty. After speaking to customer support, I was transferred to "connected car," they then moved me to "in-service." In-service validated that my vehicle isn't receiving OTAs and needs updates that need to be performed by the local dealer. They had me get the service advisor I was working with on the phone to hear this message. I pre-ordered the vehicle and paid $600 for Blues Cruise, in good faith, in receiving anything but adaptive cruise control.
The dealer then said, "We'll go see what updates need to be pushed." I'd need to pay the dealer $195 for a diagnosis and then the hourly rate to update the vehicle. I was frustrated because the service manager was on the line with the in-vehicle when the status of my car didn't receive OTA updates, that the dealer needed to push them, and now I have to pay. Here's the hitch: the vehicle is now out of the three-year warranty, and no one did any updates last year when they had the car for other services and recalls., and they should've performed them then. I was told these fees usually run a few thousand dollars to get the updates and that I should call customer service again.
So, on my way home, I called customer service again with the prior given case number. They said there was nothing they could do, that dealers could charge what they wanted, and that when they knew all the scope of updates needed to be performed, they could work with me and the dealer on a payment plan. I asked to be escalated to a manager, and of course, the customer service person said there weren't any available, but I could get a refund for the $600 with connected car services.
So now I have another case with connected car services. They are looking into this, and it will take up to 21 business days for a result. They were surprised that the dealer wouldn't just update the vehicle. I know they would have if it had been within the warranty period.
Have any First Edition Ford owners who want to remain loyal to Ford been able to get a resolution here? I was hoping to upgrade to a GT when I came into a bonus check, but I'm at wit's end with the lack of support from Ford and about to switch to an Ioniq. I've seen many angry threads from other FE owners on this forum, and I am open to any advice.
I was excited seeing all the self-driving options of Bluescruise, and not just adaptive cruise control, so last year, I paid $600 for the "coming soon" 1.3 features in my vehicle. I was always told that when seeing a dealer, the OTA updates are coming soon. It's been a year, and I've not received any OTAs. Today, I asked my dealer, and they told me to call customer support to help them take care of it since I was now out of warranty. After speaking to customer support, I was transferred to "connected car," they then moved me to "in-service." In-service validated that my vehicle isn't receiving OTAs and needs updates that need to be performed by the local dealer. They had me get the service advisor I was working with on the phone to hear this message. I pre-ordered the vehicle and paid $600 for Blues Cruise, in good faith, in receiving anything but adaptive cruise control.
The dealer then said, "We'll go see what updates need to be pushed." I'd need to pay the dealer $195 for a diagnosis and then the hourly rate to update the vehicle. I was frustrated because the service manager was on the line with the in-vehicle when the status of my car didn't receive OTA updates, that the dealer needed to push them, and now I have to pay. Here's the hitch: the vehicle is now out of the three-year warranty, and no one did any updates last year when they had the car for other services and recalls., and they should've performed them then. I was told these fees usually run a few thousand dollars to get the updates and that I should call customer service again.
So, on my way home, I called customer service again with the prior given case number. They said there was nothing they could do, that dealers could charge what they wanted, and that when they knew all the scope of updates needed to be performed, they could work with me and the dealer on a payment plan. I asked to be escalated to a manager, and of course, the customer service person said there weren't any available, but I could get a refund for the $600 with connected car services.
So now I have another case with connected car services. They are looking into this, and it will take up to 21 business days for a result. They were surprised that the dealer wouldn't just update the vehicle. I know they would have if it had been within the warranty period.
Have any First Edition Ford owners who want to remain loyal to Ford been able to get a resolution here? I was hoping to upgrade to a GT when I came into a bonus check, but I'm at wit's end with the lack of support from Ford and about to switch to an Ioniq. I've seen many angry threads from other FE owners on this forum, and I am open to any advice.
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