Battery Replacement Saga Update

[Debangor]

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.

Did Ford give you another car to drive all this time?

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[Foolsk]

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.

What dealer in Indianapolis are you using? Also live in Indiana.

 

[zvez]

Would it still be considered a lemon if it was damage that cause the issues rather than a factory defect?

that's actually a good point, I don't know if a dealer/manuf being unable to repair a car in x months counts or not.

 

[Rfehl62]

that's actually a good point, I don't know if a dealer/manuf being unable to repair a car in x months counts or not.

Speaking as a Ford dealer who has had to go through the process, Ford DOES NOT make it easy and find any reason possible to not do it. When there really is something wrong with the vehicle there has to be multiple fix attempts all documented in a certain way for it to work.

 

[Shayne]

Ford Roadside destroyed my battery trying to tow it with a dead 12 volt system.

Do you mean the HVB's? Did they flatbed it or drag it? Interested in exactly what they did and what happened. You can trash the HVB just because you moved it with a dead 12V? Great to hear the tools were found and things are moving along.

 

[phidauex]

Do you mean the HVB's? Did they flatbed it or drag it? Interested in exactly what they did and what happened. You can trash the HVB just because you moved it with a dead 12V? Great to hear the tools were found and things are moving along.

If I'm remembering correctly the issue was in how the towing company secured the vehicle to the flatbed - there are a few appealing looking holes in the battery frame that tow drivers want to put their hooks into, but it is soft aluminum and will just tear open. They need to look at the actual tow guidelines to make sure they are securing in the right location.

The battery probably was safe to operate, but I can understand the abundance of caution, especially as everyone is still getting used to the product.

The towing and securing guidelines are linked in this post - might not be a bad idea to print out and throw in the glove box for reference.

https://www.macheforum.com/site/thr...-no-towing-hooks-on-your-car.7230/post-203571

 

[connoisseurr]

There's been 2 battery replacements on first editions here in northern VA - the performing dealership was Ted Britt Ford in Chantilly. I've become good friends with the franchise owner's son and he told me it took them 3 weeks to get the proper tools and the battery flatbed from Ford to do the repair. Also, because their dealership did not yet have an EV certification, Ford dispatched an engineer to perform the install.

It seems the work can get done in the timely manner and it must come down to how much the dealership pushes Ford HQ. There is substantial competition in our area so no dealership wants a bad review for an issue like this.

I wish your dealership did more for you to expedite the repair.

 

[zvez]

Do you mean the HVB's? Did they flatbed it or drag it? Interested in exactly what they did and what happened. You can trash the HVB just because you moved it with a dead 12V? Great to hear the tools were found and things are moving along.

I thought his battery was damaged when they hooked the winch to the undertray? Perhaps I'm thinking of another incident. I'll be interested to hear how the 12vbattery affects towing it.

 

[imstriker]

I thought his battery was damaged when they hooked the winch to the undertray? Perhaps I'm thinking of another incident. I'll be interested to hear how the 12vbattery affects towing it.

You got it. They hooked up the flatbed chains to the battery frame.

 

[imstriker]

Monday (when the car was supposed to be done) update: Today, I am told that the hoist they need to use for the battery is currently in use. Their race team is using it to change an engine. Most assuredly they will be done with it by tomorrow though.

 

[GoGoGadgetMachE]

Monday (when the car was supposed to be done) update: Today, I am told that the hoist they need to use for the battery is currently in use. Their race team is using it to change an engine. Most assuredly they will be done with it by tomorrow though.

this is a very special version of being ICE'd I guess... ?

 

[skeighle]

Monday (when the car was supposed to be done) update: Today, I am told that the hoist they need to use for the battery is currently in use. Their race team is using it to change an engine. Most assuredly they will be done with it by tomorrow though.

Wow totally unacceptable. That dealer is clearly not putting the customer first

 

[Mak]

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.

 

[Mak]

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.

I'm so sorry you are going through this. I had the same issue (car wouldn't start, figured out it was the 12 volt battery). We knew from owning a Tesla that a regular tow would ruin car, and although we told numerous people from Ford, they still sent a regular tow truck. We were able to explain the issue to the driver, and the next day we got a tow truck driver who had dealt with this issue before. So no problem getting it to the dealer, and the dealer was able to order and replace the 12 volt battery in about 3 days. I thought that was long, especially since they said they had no loaner car for me to use, but compared to you, it was a breeze. It is clear that even though this is not their first electric car, they have no clue how to handle issues and repairs.

 

[imstriker]

Update #2 Today... Just got the call that they put the battery in and Ford sent the wrong battery. Yes, that's right folks, someone found another way to screw this up. This battery has apparently sat at the dealer for weeks and no one bothered to check the part number.

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