e3super
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Hello! I posted about this elsewhere online, but I've gotten really good advice from threads on this forum, so I thought I'd reach out here, as well. I have a 2021 Job 1 Mach-E Premium ER AWD that I bought used in May 2023. Since around June of that year, I've had an intermittent issue with the front camera, as I know many, many others with Job 1 cars have seen. I saw it again for a bit longer in August, so I called support shortly after, as I was sitting at around 35,000 miles and wanted to ensure I got the known issue fixed before I hit the end of the bumper-to-bumper warranty. When I spoke to them, they told me I would have to take it in to a dealer for a diagnosis, but the diagnosis would not show the camera issue if there was not an active fault showing on the dashboard. They told me the best thing to do was wait until it was no longer a rare, intermittent issue. I pushed back on this, because I obviously didn't want to be on the hook for the cost of repair when it inevitably permanently failed after it was out of warranty. They told me I wouldn't have to worry about that, as they would create a case, note that the camera was faulty, and note that I had notified them of the issue prior to warranty end, so they would take care of me even if I drove it past the 36,000 miles.
Fast forward to today, I took a drive to a city roughly 1 hour away, and my camera caused faults 6 times on the way and 2 times on the way back, including multiple times while using BlueCruise where it dropped lane centering without warning, not even the little chime it normally does. The last time on the way there, it stayed out for around 20 minutes, so I called Ford support. I got connected with BEV support, explained the issue, at which point they told me that this was not how it works, even though they have record of me reporting the issue in mid-late 2023 when that call happened. The agent who promised me I'd be taken care of had not included the statement they'd made to me in the notes, so I was told there was nothing they could do to assist with the cost of the repair. I asked to have my call escalated, but they told me I'd have to take it to a dealer and pay for a diagnosis to further escalate and that any supervisor would just tell me the same thing.
Am I crazy for being upset by this? And has any else had a similar issue with Ford or any other automakers? I now realize I should've pushed the issue further back in 2023 to just get the issue fixed before I ran out of warranty, and I shouldn't have trusted the word of a person who likely couldn't actually make that promise. I just assumed that it was official policy that reporting and creating a case would "count" as a warranty claim for items that have such a common failure. Also, I realize that I shouldn't expect an automaker to honor a 36,000 mile warranty at 55,000 miles, and I wouldn't under any other circumstance, but I had their word that I would be taken care of. So, basically, I'm just looking for anyone else with thoughts or similar experiences.
Fast forward to today, I took a drive to a city roughly 1 hour away, and my camera caused faults 6 times on the way and 2 times on the way back, including multiple times while using BlueCruise where it dropped lane centering without warning, not even the little chime it normally does. The last time on the way there, it stayed out for around 20 minutes, so I called Ford support. I got connected with BEV support, explained the issue, at which point they told me that this was not how it works, even though they have record of me reporting the issue in mid-late 2023 when that call happened. The agent who promised me I'd be taken care of had not included the statement they'd made to me in the notes, so I was told there was nothing they could do to assist with the cost of the repair. I asked to have my call escalated, but they told me I'd have to take it to a dealer and pay for a diagnosis to further escalate and that any supervisor would just tell me the same thing.
Am I crazy for being upset by this? And has any else had a similar issue with Ford or any other automakers? I now realize I should've pushed the issue further back in 2023 to just get the issue fixed before I ran out of warranty, and I shouldn't have trusted the word of a person who likely couldn't actually make that promise. I just assumed that it was official policy that reporting and creating a case would "count" as a warranty claim for items that have such a common failure. Also, I realize that I shouldn't expect an automaker to honor a 36,000 mile warranty at 55,000 miles, and I wouldn't under any other circumstance, but I had their word that I would be taken care of. So, basically, I'm just looking for anyone else with thoughts or similar experiences.
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