Extended Warranty PremiumCare - Software Updates

[MacherAWD]

I have been searching everywhere for clarification and have not heard back from Ford yet.

Honeslty Ford and other OEMs probably havent thought this through. If software breaks a feature, or a feature that was working then stops, that would seem to be a warranty item. OEMs chose to put software in cars, that is physical part and they are now responsible for maintaining it.

We will struggle with this battle but solve it for the next generation!

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[Jerrytball]

Mine still under warranty and I took it in 15 days ago to get the software updated because the over the air was failing. There was some part they replaced, but then they’re the only dealer that can work on hybrids and other electric cars so instead of saying, bring it in on another day and we’ll take care of it. They kept it for 15 days. So under warranty, they gave me a vehicle to use at no charge for 10 days but after 10 days they have to start charging you $45 a day for that vehicle and so I talked to him today and I’m like when am I gonna get my car back ? We discussed it further and I said all the money I saved on gas. I’m losing now by paying for this rental so they’re promising to have the car back tomorrow afternoon so I guess I’m gonna have to come up with about $200 for rent, but they said they’re gonna try to do something for me. I said actually talking to a few people if it’s the dealer that’s at fault not me I really shouldn’t be having to eat that extra rent money on that car. I also said you should’ve just told me bring it in on a certain day and then at least keep it for three days instead of keeping it for 15 days and doing nothing but let me wait in line , so we’ll see tomorrow.

 

[roamtheworld]

Mine still under warranty and I took it in 15 days ago to get the software updated because the over the air was failing. There was some part they replaced, but then they’re the only dealer that can work on hybrids and other electric cars so instead of saying, bring it in on another day and we’ll take care of it. They kept it for 15 days. So under warranty, they gave me a vehicle to use at no charge for 10 days but after 10 days they have to start charging you $45 a day for that vehicle and so I talked to him today and I’m like when am I gonna get my car back ? We discussed it further and I said all the money I saved on gas. I’m losing now by paying for this rental so they’re promising to have the car back tomorrow afternoon so I guess I’m gonna have to come up with about $200 for rent, but they said they’re gonna try to do something for me. I said actually talking to a few people if it’s the dealer that’s at fault not me I really shouldn’t be having to eat that extra rent money on that car. I also said you should’ve just told me bring it in on a certain day and then at least keep it for three days instead of keeping it for 15 days and doing nothing but let me wait in line , so we’ll see tomorrow.

Reach out to the BEV team. I had ours in the shop for multiple failures for exactly 30 days and they covered loaner car and reimbursed fuel costs. It took many months to get everything processed with the BEV team but they did make us whole (mostly).

 

[Jerrytball]

Reach out to the BEV team. I had ours in the shop for multiple failures for exactly 30 days and they covered loaner car and reimbursed fuel costs. It took many months to get everything processed with the BEV team but they did make us whole (mostly).

Thank you I guess I’ll have to get with him after I get my final say tomorrow when I pick up my car see what they say. I don’t mind putting the gas in the vehicle. It’s just happened to pay for the rent. But I’ll ask them thank you.

I thought I had a good phone number for the Bev team, but I’ve seen a lot of negative. Is there a good number for them?

 

[roamtheworld]

Honeslty Ford and other OEMs probably havent thought this through. If software breaks a feature, or a feature that was working then stops, that would seem to be a warranty item. OEMs chose to put software in cars, that is physical part and they are now responsible for maintaining it.

We will struggle with this battle but solve it for the next generation!

Some dealers act differently but it seems to depend on the weather. I had my car in shortly after we purchased it with a failed EVSE and asked about getting some modules updated and they said no. A year later we have multiple part failures and the tech updated EVERYTHING while it was getting fixed without even asking. We are paving the way for the future as it is a software future even if the dealer service network doesn't understand it today.

 

[MacherAWD]

Some dealers act differently but it seems to depend on the weather. I had my car in shortly after we purchased it with a failed EVSE and asked about getting some modules updated and they said no. A year later we have multiple part failures and the tech updated EVERYTHING while it was getting fixed without even asking. We are paving the way for the future as it is a software future even if the dealer service network doesn't understand it today.

This is why dealers will likely go away, or at least their power will, I dont care what the dealer says about anything, I will pursue with Ford and BEV team, the dealers are a sinking ship.

 

[roamtheworld]

Thank you I guess I’ll have to get with him after I get my final say tomorrow when I pick up my car see what they say. I don’t mind putting the gas in the vehicle. It’s just happened to pay for the rent. But I’ll ask them thank you.

I thought I had a good phone number for the Bev team, but I’ve seen a lot of negative. Is there a good number for them?

Try this number 1-800-392-3673

 

[Jerrytball]

Try this number 1-800-392-3673

Thank you I actually was able to get to that Bev team right away. We’re gonna wait to see what the dealership says tomorrow and they told me actually I should call customer relations as each Ford dealer has their own policy so we’ll see thank you.

 

[Jayally]

Honeslty Ford and other OEMs probably havent thought this through. If software breaks a feature, or a feature that was working then stops, that would seem to be a warranty item. OEMs chose to put software in cars, that is physical part and they are now responsible for maintaining it.

We will struggle with this battle but solve it for the next generation!

All ICE and BEV cars have computers now so technically you can deny extended warranty coverage because it "needed the software updated" in order to work. I spoke to the service advisor and he said the car wasn't able to charge more than 11KW because "a module locked up that controls the charging system and the only way to fix it was to disconnect the battery, wait 10 mins, reset everything and then reprogram all the modules." They are calling this a critical software update. I read the fine print on the ESP brochure and it mentions SOFTWARE UPGRADES are excluded but this is not an upgrade (i.e such as upgrading to a new version of Ford Sync), I just wanted to be able to charge my car so we could get home and in order to do that they had to reset the entire car. I am worried this is a bigger issue because WHY did the module lock up and he doesn't know and said it's charging and driving fine now but does not have a fast charger to test it.

From the FINE PRINT on the ESP premium brochure:

Exclusions to Coverage
The Ford Protect PremiumCARE Extended Service Plan is so comprehensive, it's easier to refer you to what isn't covered; here are the highlights:

Repairs Related to Your Maintenance Requirements: Items listed in your vehicle's owner guide. Examples include batteries of all types and cables, belts, hoses, hose clamps, brakes (front hub, drums, shoes, linings, disc rotors, pads), manual transmission clutch disc, exhaust system (including catalytic converter), spark plugs, squeaks, rattles, tires, wheel balancing, wheel alignment, all lamps and lights (LED and HID lights, bulbs, sealed beam, and lenses) except when purchased with New or Incomplete PremiumCARE Interior/Exterior Lighting Option, fogging of lamp assemblies, shock absorbers, service adjustments and cleaning, software upgrades, and scheduled maintenance services.

Other Components and Repairs: Fabric, liners, fasteners, carpets, dash pad, wiper blades, knobs, trim, upholstery, physical damage or cosmetic issues, repairs covered by manufacturer recalls, any insurance or if the vehicle is within the time and mileage limits of any warranty, repairs caused by improper or unreasonable use, unauthorized alterations or modifications of the vehicle, and repairs caused by lack of required or recommended maintenance.

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