Customer Service / Tech Support Nightmare

[rugedraw]

Honestly, it's the dismissive treatment from Ford corporate that surprises me.

This car only got fixed because I contacted someone at the TAC department through unofficial channels, and they decided to be a nice person and correct the course of the investigation. I've thanked this person profusely.

Yea, that guy is the flippin' man and we're lucky to have him on our side. I had a similar issue with a guy on the F150 forum recently. APIM was misconfigured; truck in and out of the dealer with engineers and no fix. I had him order a FORScan cable and fixed it in 3 minutes. Sometimes an easy fix becomes a complex issue between middlemen and all the red tape involved in these things.

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[RickMachE]

I'm all fixed up. This is the state the car was in when they handed me my keys and said it was ready for pick up. Throughout this entire process, I have spoken to my BEV Customer Experience Specialist zero times, after 3 ignored emails and phonecalls to a voicemail box that was full and not accepting messages.

I would have taken that picture and posted it on Facebook on the dealership's page, and emailed it to the GM. The tech should be FIRED for returning the car in that condition, as should the service person that handed you the keys.

At my dealership, the EV tech leaves dirty fingerprints everywhere. My service person has gotten to checking, and cleaning up after the tech. One time it broke the pins off the panels so badly that the service manager order me brand new parts (likely under warranty), then had a team meeting with all the techs, saying this was unacceptable.

 

[2010GT]

@2010GT what ended up being the resolution?

Basically, someone in the TAC dept figured out from my public comments (Reddit) that their APIM dept mishandled my case and it was not moving towards a resolution. Some of the initial intake and routing of these cases has been outsourced to a different company (according to other comments, not anyone at Ford), and they make mistakes frequently from what I am told. This individual in TAC forwarded it to the correct department / business area where custom code was written and pushed to the vehicle first to, "recover" the module that was not responding. Then they tried to install firmware on it the following night, which failed, but the module was still responding. Then, finally on the 3rd night they pushed all the latest firmware onto the vehicle and verified a correct installation. Now, updates aren't why I brought the car in, but they figured the vehicle was in their care and they should give it the latest firmware before returning it to me, which makes sense. I am very grateful to everyone who went above and beyond to help a stranger on the internet. But between Ford's call center and the Customer Experience Specialist who doesn't take calls, cannot receive voicemails, and ignores emails, yet asks me to call her it really felt like the company wasn't putting customers first and had it not been for a hero on the internet my car would still be sitting there.

Shoutout to everyone in this forum who suggested pulling the negative battery terminal.

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