Papa T
Well-Known Member
- First Name
- Treven
- Joined
- Nov 1, 2020
- Threads
- 13
- Messages
- 165
- Reaction score
- 327
- Location
- Birmingham, AL
- Vehicles
- BMW X1
- Thread starter
- #1
I was a pretty early member of the forum, after I pre-ordered and purchased a Job 1 Premium Edition Mach E. I took delivery in March of 2021, and anyone can see from my post history that I have been a true fan of the car. I have been more of a lurker of late but thought I would enter the fray again to share what I think is a pretty unique and unfortunate experience.
In May of 2023 I received the Powertrain Malfunction warning and took my Mach E into my local dealer. It is still there. I have not been able to drive it since. I have read a fair amount of horror stories about dealerships on the forum, and I would like to express that I feel like my dealer has treated me very well. I have received outstanding communication, service, and support from them. I truly cannot speak more highly of them and how they have handled this situation. Throughout the 18+ months, they have made sure that I have a loaner vehicle available to me and have kept me well informed. It's been an interesting stretch of getting to drive a pretty wide variety of new Ford vehicles. Their team and service manager have been outstanding.
I am not nearly as satisfied with the support that I have received from Ford corporate though. I am one of the original Mach E purchasers, put in my early reservation before the cars were being built, and I believe that I am one of the first people in Alabama to have received delivery. I wish that an early adopter and promoter of the vehicle would receive a little more love from Ford.
A couple of months back I applied for Ford's Buyback program, thinking that having been without my vehicle for over a year that might illicit some help from them. Full disclosure, my car was two years old and had 40,000 miles on it, when the Powertrain Malfunction took place, although I had experienced software issues with the car from very early on in my purchase. Ford looks heavily at the lemon law regulations in your state to determine if they will assist in a buyback. Unfortunately, Alabama's lemon law is fairly restrictive, and I was turned down by Ford. I was told that they would work with my dealer to solve my problem.
I am a couple of months later now, and I have a Ford representative who is assigned to me who tries to keep me up to date on my progress, or lack thereof. In my latest update I have been told that the "dealership is still waiting on Ford to release a software update for the vehicle repair." This has more or less been the status of my car for most of the time that it has been in service. Ford acknowledges that the problem resides with them, but seems to be fine leaving me waiting for I don't know how much longer.
Sorry for the wall of text. I was hoping to be informative and fair in my understanding of the situation. Unbelievably, I will add that I still very much love this car. It is the perfect fit for my driving needs, and I believe that my experience, as far as length of time being without my car, is an outlier and not the norm. I have no idea how much my experience with Ford corporate and their support of a customer is common or not, though. I don't have enough experience with that data to know.
I am curious what others might think. My car was two years old and had 40,000 miles on it. Does that mean I am out of luck and this is expected behavior of a corporation trying to look after their bottom line?
In May of 2023 I received the Powertrain Malfunction warning and took my Mach E into my local dealer. It is still there. I have not been able to drive it since. I have read a fair amount of horror stories about dealerships on the forum, and I would like to express that I feel like my dealer has treated me very well. I have received outstanding communication, service, and support from them. I truly cannot speak more highly of them and how they have handled this situation. Throughout the 18+ months, they have made sure that I have a loaner vehicle available to me and have kept me well informed. It's been an interesting stretch of getting to drive a pretty wide variety of new Ford vehicles. Their team and service manager have been outstanding.
I am not nearly as satisfied with the support that I have received from Ford corporate though. I am one of the original Mach E purchasers, put in my early reservation before the cars were being built, and I believe that I am one of the first people in Alabama to have received delivery. I wish that an early adopter and promoter of the vehicle would receive a little more love from Ford.
A couple of months back I applied for Ford's Buyback program, thinking that having been without my vehicle for over a year that might illicit some help from them. Full disclosure, my car was two years old and had 40,000 miles on it, when the Powertrain Malfunction took place, although I had experienced software issues with the car from very early on in my purchase. Ford looks heavily at the lemon law regulations in your state to determine if they will assist in a buyback. Unfortunately, Alabama's lemon law is fairly restrictive, and I was turned down by Ford. I was told that they would work with my dealer to solve my problem.
I am a couple of months later now, and I have a Ford representative who is assigned to me who tries to keep me up to date on my progress, or lack thereof. In my latest update I have been told that the "dealership is still waiting on Ford to release a software update for the vehicle repair." This has more or less been the status of my car for most of the time that it has been in service. Ford acknowledges that the problem resides with them, but seems to be fine leaving me waiting for I don't know how much longer.
Sorry for the wall of text. I was hoping to be informative and fair in my understanding of the situation. Unbelievably, I will add that I still very much love this car. It is the perfect fit for my driving needs, and I believe that my experience, as far as length of time being without my car, is an outlier and not the norm. I have no idea how much my experience with Ford corporate and their support of a customer is common or not, though. I don't have enough experience with that data to know.
I am curious what others might think. My car was two years old and had 40,000 miles on it. Does that mean I am out of luck and this is expected behavior of a corporation trying to look after their bottom line?
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