Complete Lockout After OTA Update

[LaserBear]

TLDR; OTA update Friday night for access has completely locked me out of the car. 12v Battery is fine and could not use the bumper cables to open the frunk.
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Friday night my '23 Premium ER RWD received the OTA update to make accessing the car easier (I don't have the update code as there is an issue opening it in the app - but said it completed successfully.)

Since Saturday morning, I have been completely locked out of my car. When I try to access the car (with the key fob, door keypad, or app) it flashes the headlights like it received the command, but then nothing happens. It will not open the doors, trunk, frunk, or windows.

I tired opening the frunk in hopes of disconnecting the 12v battery to reset things, but since the 12v is at 87%, the frunk will not open.

To make matters worse, Ford Road Side Assistance has been a nightmare (on day 3 of trying to get it to the dealership). They sent a tow out the first time and they said they couldn't help me because I needed a truck with dollies to get it out of the garage without dragging it (since it's in park and the parking brake is on). Called RSA back and told them exactly what I needed. RSA sent the SAME TOW COMPANY OUT 5 TIMES - each time they wanted to drag the car out of the garage since they don't have dollies.

At this point I have no idea what to do and looking for any suggestions or contacts that might be able to help.

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[RickMachE]

It's outrageous that Ford Roadside Assistance, 3 years in, ever dispatches a truck without dollies. Totally ridiculous.

@Ford Motor Company, can you help here?

 

[macchiaz-o]

I'd try calling other tow companies, pay out of pocket for it, and then call Ford to have them reimburse you.

 

[LaserBear]

I'd try calling other tow companies, pay out of pocket for it, and then call Ford to have them reimburse you.

I just reached out to another tow company - they didn't feel comfortable using their dollies because the clearance from the car to the garage wall is pretty narrow currently. (I have a small garage so I have to slightly angle in and then straighten up the wheel - if you were to pull straight out you would rip the side mirror off). Going to try calling another company and see if they are willing to try it.

 

[roamtheworld]

I'd try calling other tow companies, pay out of pocket for it, and then call Ford to have them reimburse you.

Make sure if you pay out of pocket that it's under 50 miles. That is the maximum mileage they will cover.

 

[Mach-Lee]

TLDR; OTA update Friday night for access has completely locked me out of the car. 12v Battery is fine and could not use the bumper cables to open the frunk.
-

Friday night my '23 Premium ER RWD received the OTA update to make accessing the car easier (I don't have the update code as there is an issue opening it in the app - but said it completed successfully.)

Since Saturday morning, I have been completely locked out of my car. When I try to access the car (with the key fob, door keypad, or app) it flashes the headlights like it received the command, but then nothing happens. It will not open the doors, trunk, frunk, or windows.

I tired opening the frunk in hopes of disconnecting the 12v battery to reset things, but since the 12v is at 87%, the frunk will not open.

To make matters worse, Ford Road Side Assistance has been a nightmare (on day 3 of trying to get it to the dealership). They sent a tow out the first time and they said they couldn't help me because I needed a truck with dollies to get it out of the garage without dragging it (since it's in park and the parking brake is on). Called RSA back and told them exactly what I needed. RSA sent the SAME TOW COMPANY OUT 5 TIMES - each time they wanted to drag the car out of the garage since they don't have dollies.

At this point I have no idea what to do and looking for any suggestions or contacts that might be able to help.

Unfortunately this a pattern with the 2023s. I don’t really have a good suggestion. You could wait for the 12V battery to completely die in a few days and then the hood will open with the jump leads.

 

[LaserBear]

Unfortunately this a pattern with the 2023s. I don’t really have a good suggestion. You could wait for the 12V battery to completely die in a few days and then the hood will open with the jump leads.

It would be nice if there was someone I could reach out to and have them send an update to revert the last update.

 

[RickMachE]

It would be nice if there was someone I could reach out to and have them send an update to revert the last update.

That's not a thing with Ford.

 

[RickMachE]

Unfortunately this a pattern with the 2023s. I don’t really have a good suggestion. You could wait for the 12V battery to completely die in a few days and then the hood will open with the jump leads.

I find it amazing that they make a change at some point and then have these types of issues. My son is considering one, and I've been making sure he's aware of the issues.

 

[JohnFoxeSheets]

It would be nice if there was someone I could reach out to and have them send an update to revert the last update.

Call the BEV team at the Ford Customer Service phone number and explain the situation. Your car is effectively bricked, so they should treat it as a priority.

 

[LaserBear]

I find it amazing that they make a change at some point and then have these types of issues. My son is considering one, and I've been making sure he's aware of the issues.

I've had MANY new cars in my life, including Tesla, and other then this issue, it's been the best car I've owned. So while this is one of those weird and stressful situations, I'm still happy with the car.

 

[Rabidsquirrel22]

Ford's roadside assistance is completely worthless. My car broke down in a low clearance parking structure (HVBJB issue) and I tired to have them send many tow trucks over the course of a couple days. Every time I told them the exact situation and what I needed, but they kept sending the same flatbeds that couldn't fit inside.

Eventually I gave up on them and contacted my insurance's roadside assistance. They immediately escalated my case to a special manager and got me exactly what I needed. Night and day difference in competency and customer service.

 

[alexgorod]

When I try to access the car (with the key fob, door keypad, or app) it flashes the headlights like it received the command, but then nothing happens. It will not open the doors, trunk, frunk, or windows.

Can you start it? It looks like it needs to be rebooted...

 

[dtbaker61]

Unfortunately this a pattern with the 2023s. I don’t really have a good suggestion. You could wait for the 12V battery to completely die in a few days and then the hood will open with the jump leads.

if it is a pattern, why the heck is @Ford Motor Company still sending out the 'bad' OTA that is responsible ? I would hope they could just re-send a previous version of whatever module is bad and restore access ?

this sure does not inspire any confidence at all in the OTA process.

 

[phil]

OTA update to make accessing the car easier

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