Customer Satisfaction Program 21P22 - Software Calibration Update

[Jim_I]

I took my car in to the dealership on Fri, Dec 10th to have the PAAK, Software Calibration, SYNC4-A update (screen had locked up several times), and to get the 1.7.1 update installed, since the OTA did not work. This was from the Electric Vehicle Support Team at Ford. When I dropped it off, they said they were also going to look at and order parts for the windshield and roof recalls, but that those would be done at a later date.

When I went to pick up my car later that day, they said they had the parts to do the windshield and roof and could they keep the car till Monday? I figured why not, it would save me another dealer visit. On Monday, they said the parts they had on hand were for another Mach-E and Ford would not let them use those parts on my car. I was assured that by Wed the 15th, it should be done. On Wed, they said the parts were not there but Friday for sure!!!. On Friday the 17th, they said the parts had come in but the the glass installation company could not come out until Monday. I asked them to put my car back together and we could reschedule this for sometime in January as I have family coming in for Christmas. The service manager said No. I asked to speak to the manager of the dealership. He was not there but called me back a few hours later. He agreed it was handled badly but asked me to please give them until Monday and it would all be done. On Monday, I was told the glass company did not show up. On Tuesday morning they called to tell me the glass company was there and the car would be done. At 2:00 they called me to tell me they just found out that the new sealant has to dry overnight so it could not be put back together until Wed the 22nd. 13 Days!!!!

Now here is the best part: When I got into the car to go home on Wed, the Sync-4A and 1.7.1 software upgrades were not done..... Went right back inside. The tech that worked on the software installs came out to talk to me. He said those were not on the work order and I would have to come back at another time after the first of the year!!!

To say I am unhappy would be the understatement of the month!

Then on Thursday, I received a call from the dealership asking if I was completely satisfied with the work that was done on my vehicle. My response was "You are kidding, Right????". That call lasted about 1/2 hour..... All I kept hearing was "We are so sorry..."

There are so many things wrong here. I specifically asked if my car was the first to have the windshield and roof recall work done and was told no. So how didn't they know the sealant had to dry overnight? Why was my car torn apart before they knew for sure they could use those parts? Why, when I had a copy of the email from Ford with the software upgrades that they said should be done, were they not all on the work order and installed? And most importantly, why was my car not returned to me when I asked for it because they could not do the work they promised to do? It is not like it was undriveable. Yes they would have to pay the tech to reassemble all the trim pieces and then do it again at a later date, but when did their convenience trump mine as the customer? I have told everyone I have spoken with at the dealership that I fully intend to start going up the command chain at Ford to voice my displeasure. And that will start on Monday....

Jim

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[Cay_cal]

I took my vehicle in for the customer satisfaction software update and recall and have now been told that the software module did not take and that a new module has to be ordered. Apparently, it will take at least 10 days. This is my first major issue (quick find me some wood!). Hopefully, it will work out well for all of us. Boy I miss my car!

 

[The Electric Duo]

I finally got around to testing the charging above 80% after my car got the 21P22 update. It is significantly faster!

 

[Indy Mike]

I finally got around to testing the charging above 80% after my car got the 21P22 update. It is significantly faster!

Please share information on the Car Scanner App you’re using

 

[SnBGC]

I took my car in to the dealership on Fri, Dec 10th to have the PAAK, Software Calibration, SYNC4-A update (screen had locked up several times), and to get the 1.7.1 update installed, since the OTA did not work. This was from the Electric Vehicle Support Team at Ford. When I dropped it off, they said they were also going to look at and order parts for the windshield and roof recalls, but that those would be done at a later date.

When I went to pick up my car later that day, they said they had the parts to do the windshield and roof and could they keep the car till Monday? I figured why not, it would save me another dealer visit. On Monday, they said the parts they had on hand were for another Mach-E and Ford would not let them use those parts on my car. I was assured that by Wed the 15th, it should be done. On Wed, they said the parts were not there but Friday for sure!!!. On Friday the 17th, they said the parts had come in but the the glass installation company could not come out until Monday. I asked them to put my car back together and we could reschedule this for sometime in January as I have family coming in for Christmas. The service manager said No. I asked to speak to the manager of the dealership. He was not there but called me back a few hours later. He agreed it was handled badly but asked me to please give them until Monday and it would all be done. On Monday, I was told the glass company did not show up. On Tuesday morning they called to tell me the glass company was there and the car would be done. At 2:00 they called me to tell me they just found out that the new sealant has to dry overnight so it could not be put back together until Wed the 22nd. 13 Days!!!!

Now here is the best part: When I got into the car to go home on Wed, the Sync-4A and 1.7.1 software upgrades were not done..... Went right back inside. The tech that worked on the software installs came out to talk to me. He said those were not on the work order and I would have to come back at another time after the first of the year!!!

To say I am unhappy would be the understatement of the month!

Then on Thursday, I received a call from the dealership asking if I was completely satisfied with the work that was done on my vehicle. My response was "You are kidding, Right????". That call lasted about 1/2 hour..... All I kept hearing was "We are so sorry..."

There are so many things wrong here. I specifically asked if my car was the first to have the windshield and roof recall work done and was told no. So how didn't they know the sealant had to dry overnight? Why was my car torn apart before they knew for sure they could use those parts? Why, when I had a copy of the email from Ford with the software upgrades that they said should be done, were they not all on the work order and installed? And most importantly, why was my car not returned to me when I asked for it because they could not do the work they promised to do? It is not like it was undriveable. Yes they would have to pay the tech to reassemble all the trim pieces and then do it again at a later date, but when did their convenience trump mine as the customer? I have told everyone I have spoken with at the dealership that I fully intend to start going up the command chain at Ford to voice my displeasure. And that will start on Monday....

Jim

My dealer called me yesterday to try and convince me to take my car in for the safety recall or windshield and panoramic roof. Most dealers in our area have their own glass department and body shop so that helps a little bit. My windshield has already been replaced twice so I figured that particular recall didn't apply to me but he explained a normal windshield replacement doesn't address the issue that created the recall. I have read through the recall instructions and have a very good understanding of the issue they are trying to correct. I also have a good understanding of how hard it is to remove a windshield without breaking it and I really don't like the idea of reusing the windshield because they have to prep it for re-use. Not a fan of that idea.

Most importantly.....I don't want to be without a car. They will give me a loaner but it's not electric so I am not interested. They have their FCTP but won't loan it to me. The dealer agent says they can get the work done in a single day and my reply is "Well, if it only takes a day then letting me drive the FCTP car isn't a problem then.....and in fact, isn't that what FCTP is for in the first place?." I use my EV for work. Meaning.....I use the EV portion of my vehicle for work. An ICE vehicle doesn't help me since I can't plug an EVSE into it. Heck, I would even take a PHEV since then I'd still be able to service my customers. But they don't have any plug in loaners so I am out of luck. My luck, they will break the windshield and then I'll have to wait a week or two for a replacement.

I know what will happen. With my luck, the windshield will break and then I'll get stuck pumping gas for a few weeks until they can order a replacement. No thanks. I will keep driving my car since that is the very reason I purchased it.

I took my vehicle in for the customer satisfaction software update and recall and have now been told that the software module did not take and that a new module has to be ordered. Apparently, it will take at least 10 days. This is my first major issue (quick find me some wood!). Hopefully, it will work out well for all of us. Boy I miss my car!

That is the kind of stuff that worries me. Take in a perfectly good car and then it gets lobotomized and you can't have it back. The only "customer satisfaction" I need is for my car to be reliable so I can get to work, do my job, run my errands, make it home, charge and repeat. Is that asking too much?

 

[The Electric Duo]

Please share information on the Car Scanner App you’re using

Data recording software Car Scanner: https://www.carscanner.info/
The ODB2 dongle is a Veepeak OBDCheck BLE OBD2 Bluetooth Scanner: https://amzn.to/3zbkmwo

There are some threads on using Car Scanner and OBD2 tools. I'm a novice at using both but it was pretty simple to get started. The Veepeak works with both Android and Apple phones. I did have a few connection failures but I kept trying and it worked.

 

[Eric_C_Boston]

The "smile" at the beginning on the graph is very likely temperature related. I noticed reduced charger power like that when it is cold versus when it is in the 60 F or above.

The approximately 5 kW difference between the EV Charger Power and the EV/HEV Battery Power at the beginning of the charge is due to the electric heater being used to heat up the battery. I find the heater will heat the battery into the 90 F range when on a high power fast charger. On a 50 kW charger it seems to heat the battery into the 50 F range.

The charger does "power" the car while charging, so you will also see about a couple of kW difference between the EV Charger Power and the EV/HEV Battery Power when the A/C is cooling the car. I have seen a brief increase in the EV/HEV Battery Power when the electric heater is turned off and before the car decreases the requested charger power.

The difference between the SOC Display and HVB SOC is due to the HVB SOC representing the real battery SOC and the SOC Display accounting for the buffers on each end. So the SOC Display will read lower below about 50% and higher above about 50%.

 

[Indy Mike]

Data recording software Car Scanner: https://www.carscanner.info/
The ODB2 dongle is a Veepeak OBDCheck BLE OBD2 Bluetooth Scanner: https://amzn.to/3zbkmwo

There are some threads on using Car Scanner and OBD2 tools. I'm a novice at using both but it was pretty simple to get started. The Veepeak works with both Android and Apple phones. I did have a few connection failures but I kept trying and it worked.

Thank you.

 

[neiloakley]

I took my vehicle in for the customer satisfaction software update and recall and have now been told that the software module did not take and that a new module has to be ordered. Apparently, it will take at least 10 days. This is my first major issue (quick find me some wood!). Hopefully, it will work out well for all of us. Boy I miss my car!

Did they say which specific module? I dropped mine off yesterday for 21P22 and 21S42 (panoramic roof) and today its sitting immobilised in the workshop because the update on one module failed and now wont allow them to continue. They have requested support from Ford Technical (UK) but haven't had any response - closed until New Year perhaps?

As an aside, even though it was booked it for yesterday and was due to be out the same day, the panoramic roof reseal still hasn't been done as they need Windscreen Services to come and do that and they haven't been booked yet. The car was booked in for that very job so you think they would have scheduled Windscreen Services in advance? I don't know how they ever expected to get the car back to me same day.

They've provided a hire car through Enterprise (a Prius) until 4th Jan at least, but it's not the same as my MME.

 

[Cay_cal]

That is the kind of stuff that worries me. Take in a perfectly good car and then it gets lobotomized and you can't have it back. The only "customer satisfaction" I need is for my car to be reliable so I can get to work, do my job, run my errands, make it home, charge and repeat. Is that asking too much?

I totally agree. I wish I was aware of the Software update. I stopped reading my recall notices thinking it was a repeat/reminder of the windshield and roof recall. Had I known I would have told them not to do the update. Bummer.
I am grateful for the loaner vehicle during this mishap but I really miss the MachE. The ICE vehicle struggles to move. It feels like driving uphill the whole ride.

Did they say which specific module? I dropped mine off yesterday for 21P22 and 21S42 (panoramic roof) and today its sitting immobilised in the workshop because the update on one module failed and now wont allow them to continue. They have requested support from Ford Technical (UK) but haven't had any response - closed until New Year perhaps?

As an aside, even though it was booked it for yesterday and was due to be out the same day, the panoramic roof reseal still hasn't been done as they need Windscreen Services to come and do that and they haven't been booked yet. The car was booked in for that very job so you think they would have scheduled Windscreen Services in advance? I don't know how they ever expected to get the car back to me same day.

They've provided a hire car through Enterprise (a Prius) until 4th Jan at least, but it's not the same as my MME.

He didn't mention which module. I will try to find out. Similar to yours he just said that the update "wouldn't take" and that a new module is needed. I am not sure if the module just stopped working as a result or if this was a suggestion from Ford.

 

[JSW]

After 4 weeks, I was able to pick up my MMe - fully updated.

The roof is a bit crooked relative to the windshield, but it was off when I brought it to them so I’m not that concerned. It might be a bit better now (should have taken “before” pics). Looks better aligned from the rear.

The wind noise does seem better (though it’s hard to remember exactly how bad it was 4 weeks ago).

Paak is working (it NEVER worked before)

It still doesn’t log charging sessions, tell me that it’s charging, or give me its % charged status (it did all of this back in February- June).

I think the door locks were fixed (no more pushing random door buttons until they all pop open.

I do like the dealer and they said they “learned a lot” while resealing my roof/windshield. I expect subsequent recalls will go more smoothly for them (i saw another getting wrapped up today as well).

 

[Mirak]

I’ve been running the 21P22 for about two weeks now. I haven’t noticed any significant improvement with PAAK. It’s possible there is marginal improvement - hard to tel. But it still seems like PAAK is failing me around 10% of the time.

I’m still having issues with the car not unlocking for me. I’m still having issues with NKD after the car has unlocked for me. I’m still getting sporadic NKD after I’ve already started the car.

For what it’s worth, the other day I was talking to a service tech while having some warranty work performed on the CV shafts, and he said the PAAK problems are not unique to the MME. They are seeing these same problems across all models with the feature.

It is also difficult to diagnose because there are so many different phones and OS’s out there. I’m using an updated iPhone 11, but it’s a work device. Could my employer’s device management be causing interference? Doubtful but I can’s say no with certainty.

 

[neiloakley]

For anyone reading this, be prepared for the possibility your car ends up in the dealer for more than one day if having this update. Mine has been in three days and likely to be at least another week because of issues with the software update failing and requiring support from Ford directly. Some have even reported the car requiring a new module to be shipped and fitted.

 

[shadowsjc]

Just picked up my car today after having this software update performed. I'm at an Electrify America fast charging station now. I had been charging at around 75 kw from 50-80%. Once it hit 80% it dropped to about 44kw (previously it would drop way down to 12-15 kw). I guess this is a good improvement but my question is should it have remained at ~75 kw? Or is the drop to 44 kw expected even after the update?

 

[SnBGC]

Just picked up my car today after having this software update performed. I'm at an Electrify America fast charging station now. I had been charging at around 75 kw from 50-80%. Once it hit 80% it dropped to about 44kw (previously it would drop way down to 12-15 kw). I guess this is a good improvement but my question is should it have remained at ~75 kw? Or is the drop to 44 kw expected even after the update?

Every DC fast charge session is different.

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