Battery Replacement Saga Update

[imstriker]

Since my Mach-E has been sitting at the dealer now for 30 days, I thought I would provide an update and cautionary tale. 30 days ago, Ford Roadside destroyed my battery trying to tow it with a dead 12 volt system. Also now sitting at the dealer is the $23k replacement battery. Apparently when Ford modeled Tesla, they also included the terrible service stories.

Ford claims they do not have the "tools" in the US to replace a battery. At the earliest they are now telling me it will be December 9th before they can get them from Rotunda and that they have no control over it. It seems that none of their EV certified dealers have the ability to replace a battery. Seems a large oversight for a car launch to me. Made in Mexico means it can only be repaired in Mexico as well.

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[Garbone]

Heh, don't think yours would be the first replacement since last February. Sounds sketchy.

 

[imstriker]

Heh, don't think yours would be the first replacement since last February. Sounds sketchy.

Yeah, I would not think so either. I've been told the same story by my dealer and Ford corporate. As a next recourse, Ford customer service offered me a snail mail address where I can mail "Ford Executives". I'm thinking of just hitching up my horse and buggy and heading to Detroit to speak to these executives.

 

[Mach-Lee]

I posted this on your other topic, but the part the tow truck damaged can be replaced separately from the entire pack FYI, and wouldn't require as many special tools. You may want to explore this route to avoid replacing the HV battery if it's not necessary.

The EV certified dealers should have purchased the lift and battery tools, but some have really been dragging their feet with that requirement, and I imagine there is now also a shortage of them. In theory, you should be able to find another EV certified dealer that has the battery lift, there have been a number of people that have gotten their packs swapped on the Forum. Someone at Ford should also be able to help you with that, they know which dealers have purchased the required tools.

 

[imstriker]

I posted this on your other topic, but the part the tow truck damaged can be replaced separately from the entire pack FYI, and wouldn't require as many special tools. You may want to explore this route to avoid replacing the HV battery if it's not necessary.

The EV certified dealers should have purchased the lift and battery tools, but some have really been dragging their feet with that requirement, and I imagine there is now also a shortage of them. In theory, you should be able to find another EV certified dealer that has the battery lift, there have been a number of people that have gotten their packs swapped on the Forum. Someone at Ford should also be able to help you with that, they know which dealers have purchased the required tools.

I appreciate it and I wish I could find someone at Ford who would help me. I have been told that they have called all EV certified dealers in my state and surrounding states. Who knows if that is true. I was also given the each dealer is a private company line which they have no access to.

 

[Davedough]

I mean at this point I would start considering demanding a buy back or claiming lemon law. That’s pretty bad. I’m sorry

 

[timbop]

something fishy is going on.

@Ford Motor Company would you care to comment and/or get more details from the OP and find out what's going on?

 

[scoopman]

One would think this is not the type of experience @Ford Motor Company would expect early adopter customers to be having.

 

[SnBGC]

Does the car drive? Sorry, I didn't follow your other thread. If so, and it is safe to operate then use the car while you wait for the tool. And a motivated dealer should be able to figure out how get the tools they need. Beg, borrow,plead.

 

[scoopman]

I appreciate it and I wish I could find someone at Ford who would help me. I have been told that they have called all EV certified dealers in my state and surrounding states. Who knows if that is true. I was also given the each dealer is a private company line which they have no access to.

I bet a little social media or link sent to Jalopnik might miraculously find you a dealer with the screwdriver to install a replacement battery.

What kind of dumbass dealer would order the $23,000 battery for your car without RTFM about how to put it in the car? How does Ford send the dumbasses at your dealer the battery when they know the dealer can't put the battery in the car? That's gotta cost a ton of money to ship, that's not exactly a lightweight part.

 

[Peaceowl]

Yeah, I would not think so either. I've been told the same story by my dealer and Ford corporate. As a next recourse, Ford customer service offered me a snail mail address where I can mail "Ford Executives". I'm thinking of just hitching up my horse and buggy and heading to Detroit to speak to these executives.

It’s Unreal isn’t it? I suppose we all will have to not only jump through hoops but stifle our disappointments after waiting 6 months for the mme. Just because Ford was obviously unprepared for the sale of the car that they know is full of problems! Shame, shame. I am sorry this is happening to you.?
I also can’t believe how many different new cars they are pushing out the door while taking on way more than they should have. who pays the price?…us, just so Ford could beat out other makes on their arrival time!
I’m not used to this, sorry. Oh, I also find it interesting that chips are not discussed anymore….this years mess and now the next year is all roses? hmmm…..

 

[imstriker]

I bet a little social media or link sent to Jalopnik might miraculously find you a dealer with the screwdriver to install a replacement battery.

What kind of dumbass dealer would order the $23,000 battery for your car without RTFM about how to put it in the car? How does Ford send the dumbasses at your dealer the battery when they know the dealer can't put the battery in the car? That's gotta cost a ton of money to ship, that's not exactly a lightweight part.

I have really, really tried to work within Ford and my dealer. I want this car to succeed. I don't want this to be a media issue. I hit 30 days today and had a fairly useless conversation with Ford customer service. I posted this on Reddit as well tonight. I really would just love someone with enough pull at Ford to care and get it fixed.

 

[imstriker]

Does the car drive? Sorry, I didn't follow your other thread. If so, and it is safe to operate then use the car while you wait for the tool. And a motivated dealer should be able to figure out how get the tools they need. Beg, borrow,plead.

Nope, car is considered unsafe at this point. I suppose I could just treat it like a Chevy Bolt and let it ride or burn!

 

[SnBGC]

Nope, car is considered unsafe at this point. I suppose I could just treat it like a Chevy Bolt and let it ride or burn!

Don't do that. However.....your dealer is a few aces short of a full deck. I know of situations where a car is dropped off on Monday and by Thursday the battery was dropped and modules replaced and the vehicle back on the road. So, it is totally possible to get your car repaired quickly.

Ford needs to get involved here. Their hands are tied to a major degree but they can assist the dealership with sourcing the necessary resources.

Where are you located?

 

[imstriker]

Don't do that. However.....your dealer is a few aces short of a full deck. I know of situations where a car is dropped off on Monday and by Thursday the battery was dropped and modules replaced and the vehicle back on the road. So, it is totally possible to get your car repaired quickly.

Ford needs to get involved here. Their hands are tied to a major degree but they can assist the dealership with sourcing the necessary resources.

Where are you located?

I have Ford involved through this forum and through Twitter. They created a case and I have someone who calls me regularly. They are parroting the same crud that the dealer is about the "tools". I am in Indianapolis.

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