2010GT
Well-Known Member
- First Name
- Dave
- Joined
- Feb 13, 2023
- Threads
- 3
- Messages
- 67
- Reaction score
- 34
- Location
- Long Island
- Vehicles
- 2010 Mustang GT, 2023 Mach-E Select AWD
- Occupation
- Locomotive Engineer
- Thread starter
- #1
The purpose of this post is to raise the issue of how poor a job Ford seems to be doing diagnosing / servicing these cars. You would think Ford has never sold a car before. My car has been at the dealer since 01/29/26. It can't get past the pictured screen or open updates menu at all. The dealer basically just calls Ford and does whatever an engineer says to do over the phone. The techs have no real knowledge of or even access to these systems, which is absurd when you consider any of us have the means to hard reset a smartphone, or reformat a computer's drive for a fresh start whenever we want. For over two weeks, there was no movement whatsoever between Ford's engineers and the dealer. But the single most frustrating thing was anyone I spoke to at Ford could barely comprehend the issue no matter how many time I explained it in plain language, which seems to be a running theme with the company. Every person I speak to thinks I'm complaining my car doesn't have the latest firmware, and I have to explain to them over and over again that I have no idea if firmware is even available; the problem is a broken menu that will not open. These people repeat the things I say back to me but have no understanding of the words we're using. Ford initially told the dealer the car is fine and the menu isn't supposed to open unless there is new firmware available, which is false. Without this menu, you cannot see what version the car is running, or turn auto updates on or off. When I explained this to anyone at Ford, they literally repeat the entire statement back to me as a question as if they are learning a new language (there is no language barrier). I feel like I'm teaching a class.
This next part is almost comical. My case was assigned a BEV Customer Experience Specialist. This person has emailed me 3 times in response to phone calls I have made to the dealer. I don't know why, but anytime I call the dealer, it prompts her to email me. I replied to all 3 emails only to be ignored. Her phone number along with extension is at the bottom of every email. But Ford's telephone system doesn't acknowledge the extension, and routes the call to the call center anyway. Today, she emailed me specifically asking me to call her if I had any concerns to which I did within 4 minutes. Someone had to transfer the call to her (after repeating everything I said back to me as a question) since the phone system ignores extensions. Her phone was set to Do Not Disturb, and voice mailbox was full. Now remember, she literally asked me to call her. And her voicemail recording stated completely different hours of availability than her email signature. I have no idea how I am supposed to contact this person assigned to my case.
A master reset did not solve the problem. The dealer will not give me a loaner to drive as they do not have one. All Ford has offered me is $40 / day to rent a car. But you cannot rent a car on $40 / day in the NY Metropolitan Area. I have explained this in an ignored email.
Ford has pushed some code to my car. Two nights ago at midnight, my FordPass app showed the vehicle was "on" instead of parked. As of today, in the FordPass mobile app, I can access the software updates screen. This screen was previously frozen on my phone. I have no idea if it works in the car as I do not have access to it. Upon call to the dealer they told me Ford said it still doesn't work but also confirmed they were advised code was pushed to the car successfully, but no technician has physically checked. I don't think the dealer service advisor understands the problem, or Ford's comments on it. I think the menu is loading fine now, but a firmware update failed and now Ford would like to force new firmware onto the vehicle. Fine, but that's not why I brought the car in.
I'm confident the company will eventually fix the issue, but this has probably been the worst communication experience with some of the most incompetent customer facing employees I've ever gone through. They aren't even correctly documenting our conversations. I've been nothing but forthcoming with information for these people, patiently and completely answering all their questions and providing whatever else they need only to end every phone call more informed than anyone I spoke to.
Last November, I brought my car to a dealer for the 4th time over a water leak Ford refused to even acknowledge until I printed them a TSB explaining how to fix it. My carpets were saturated after 2 years of Ford telling me there's no leak and questioning of the video of water coming out of my tailgate was legitimate. This company is doing a horrible job maintaining the products they sell.
This next part is almost comical. My case was assigned a BEV Customer Experience Specialist. This person has emailed me 3 times in response to phone calls I have made to the dealer. I don't know why, but anytime I call the dealer, it prompts her to email me. I replied to all 3 emails only to be ignored. Her phone number along with extension is at the bottom of every email. But Ford's telephone system doesn't acknowledge the extension, and routes the call to the call center anyway. Today, she emailed me specifically asking me to call her if I had any concerns to which I did within 4 minutes. Someone had to transfer the call to her (after repeating everything I said back to me as a question) since the phone system ignores extensions. Her phone was set to Do Not Disturb, and voice mailbox was full. Now remember, she literally asked me to call her. And her voicemail recording stated completely different hours of availability than her email signature. I have no idea how I am supposed to contact this person assigned to my case.
A master reset did not solve the problem. The dealer will not give me a loaner to drive as they do not have one. All Ford has offered me is $40 / day to rent a car. But you cannot rent a car on $40 / day in the NY Metropolitan Area. I have explained this in an ignored email.
Ford has pushed some code to my car. Two nights ago at midnight, my FordPass app showed the vehicle was "on" instead of parked. As of today, in the FordPass mobile app, I can access the software updates screen. This screen was previously frozen on my phone. I have no idea if it works in the car as I do not have access to it. Upon call to the dealer they told me Ford said it still doesn't work but also confirmed they were advised code was pushed to the car successfully, but no technician has physically checked. I don't think the dealer service advisor understands the problem, or Ford's comments on it. I think the menu is loading fine now, but a firmware update failed and now Ford would like to force new firmware onto the vehicle. Fine, but that's not why I brought the car in.
I'm confident the company will eventually fix the issue, but this has probably been the worst communication experience with some of the most incompetent customer facing employees I've ever gone through. They aren't even correctly documenting our conversations. I've been nothing but forthcoming with information for these people, patiently and completely answering all their questions and providing whatever else they need only to end every phone call more informed than anyone I spoke to.
Last November, I brought my car to a dealer for the 4th time over a water leak Ford refused to even acknowledge until I printed them a TSB explaining how to fix it. My carpets were saturated after 2 years of Ford telling me there's no leak and questioning of the video of water coming out of my tailgate was legitimate. This company is doing a horrible job maintaining the products they sell.
Sponsored
