Ford Customer Service Help on Repairs

[GKar]

My 2022 Mach e Premium Extended Range car with 11,000 miles is in the shop, 240 miles away, after bricking, again, with a Stop Safely Now warning. Eight months and 2,000 miles ago the same thing happened in the middle of a busy intersection, and it took the local dealer almost three months to (claim) they fixed the car. The first time, the car was in the shop for three months and , after saying they would have to replace some HV battery modules (which would take three weeks to get as they have to be "shipped on special trucks"), they returned the car after only replacing the BECM and wiring harness. It worked fine until last week when the same thing happened again on a major 65 mph highway. I just talked to the dealer (nice new guy) who says they talked with FORD tech office and will be replacing two battery modules. (Fault Codes were BCM P0B4A and P0B4F.) No other repairs will be made. He said they have never replaced battery modules before and never experienced this problem before. They are a small dealership. I called Ford Customer Relations, hoping they would be of help. They weren't. They told my that repairs are up to the dealers and if I wasn't happy, I should have the car moved to a different dealer. I have been under the impression that Ford Customer Relations could be very helpful in situations like this. Am I sadly mistaken? Any thoughts on how to handle this and how I can get FORD to get more involved? HELP!!

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[Mach-Lee]

They said they are replacing the bad cell modules, so what’s the complaint?

 

[GKar]

They said they are replacing the bad cell modules, so what’s the complaint?

That’s what they said they were originally going to do 8 months ago but didn’t. Now, only 2,000 miles later, the same thing happens. And they have never replaced a battery module before. Just not sure they know what they are doing. Other posts on this forum have indicated that Ford will get involved in situations like these.

 

[Mach-Lee]

That’s what they said they were originally going to do 8 months ago but didn’t. Now, only 2,000 miles later, the same thing happens. And they have never replaced a battery module before. Just not sure they know what they are doing. Other posts on this forum have indicated that Ford will get involved in situations like these.

They replaced the BECM and wires first to see if that would solve the issue. It did not, so the next thing to try is replacing the cell modules. It is difficult to impossible to reproduce the condition in a shop without being able to put a load on the cells, especially if it is an intermittent fault. So some guessing will be involved. They are trying the next logical thing, their process is reasonable. It is best if the issue is attempted to be fixed without replacing cell modules. It sounds like Ford engineering is already involved, but you can call Ford customer service and ask for a BEV team case manager. If the dealer is too busy to get the work done in the timeframe you're looking for, then you should consider switching dealers to one that works on more Mach-E's.

 

[GKar]

They replaced the BECM and wires first to see if that would solve the issue. It did not, so the next thing to try is replacing the cell modules. It is difficult to impossible to reproduce the condition in a shop without being able to put a load on the cells, especially if it is an intermittent fault. So some guessing will be involved. They are trying the next logical thing, their process is reasonable. It is best if the issue is attempted to be fixed without replacing cell modules. It sounds like Ford engineering is already involved, but you can call Ford customer service and ask for a BEV team case manager. If the dealer is too busy to get the work done in the timeframe you're looking for, then you should consider switching dealers to one that works on more Mach-E's.

Lee, thank you for your reasoned advice.

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