Ford service process/experiences

[My-mache]

I’m curious how those of you with the SSM number for fixes are getting them done.

I had two issues and (thanks to this forum) I had the SSM numbers for the fixes (audio issue and the driver door unlock issue). First, I cannot just stop into any of the local Ford dealerships for these. I have to make an appointment weeks out and then they require my car for a full 1 - 1.5 days. They told me that giving them the SSM isn’t helpful since they have to run a full diagnostics and then install what comes up. They also said it takes up to 1.5 days because they can’t install those anyway and Ford actually remotes into my car to install necessary patches.
this is super annoying when I have one issue with the SSM number that shouldn’t take days to install. Also, after my last 1.5 day drop off, I was told they aren’t sure if the audio issue is fixed since they couldn’t reproduce so did they NOT install the known SSM for this exact issue?
Is this what others are also being told? I’ve read some people saying they “stopped in to their dealership to get SSM x applied…” so wtf?
Oh and no loaner, rental cars, or shuttles so it’s super awesome that I have to pay for my own rental car when needing these issues looked at for 1.5 days…

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[RickMachE]

I’m curious how those of you with the SSM number for fixes are getting them done.

I had two issues and (thanks to this forum) I had the SSM numbers for the fixes (audio issue and the driver door unlock issue). First, I cannot just stop into any of the local Ford dealerships for these. I have to make an appointment weeks out and then they require my car for a full 1 - 1.5 days. They told me that giving them the SSM isn’t helpful since they have to run a full diagnostics and then install what comes up. They also said it takes up to 1.5 days because they can’t install those anyway and Ford actually remotes into my car to install necessary patches.
this is super annoying when I have one issue with the SSM number that shouldn’t take days to install. Also, after my last 1.5 day drop off, I was told they aren’t sure if the audio issue is fixed since they couldn’t reproduce so did they NOT install the known SSM for this exact issue?
Is this what others are also being told? I’ve read some people saying they “stopped in to their dealership to get SSM x applied…” so wtf?
Oh and no loaner, rental cars, or shuttles so it’s super awesome that I have to pay for my own rental car when needing these issues looked at for 1.5 days…

Yes, the dealership has to reproduce the issue you have to then use a TSB (technical service bulletin) to then apply the recommended fix. If they cannot replicate the issue, or you provide proof it happened, then they likely won't apply the fix.

An SSM is them saying "we know there's an issue, but don't have a fix yet".

Ford does not remote into the car and apply fixes.

There are several Customer Satisfaction Programs for job 1 cars - updates last fall, current BlueCruise. This is customer requested service. You ask for it, they do it.

No loaners are provided by Ford unless the TSB or recall specifically states it. If you want one every time, buy an extended warranty that includes it.

The windshield / roof glass recalls provide a rental.

 

[Murse-In-Airy]

When I say I stopped in to my dealer, I mean I scheduled an appointment last week or so. Not online mind you. I called. I made sure Clarence, the only tech who knows WTF he’s doing with my car, was working that day. I also schedule it as “waiting appointment.” Scheduling a “drop off” means they’ll get to it when they damn well feel like it. I brought the printed TSB with me and grabbed a cup of coffee after handing Amber my Keys. Brian the service manager usually comes out of his office to chat with me while Amber writes up the service.
I know my dealer doesn’t have a loaner. No dealer in my fairly rural area does. I may take a new car for a test drive for a couple hours and run some errands. But not until AFTER I see Clarence take my car for a test drive to confirm my complaint and I know he’s got it out back.
Even with all this, I’ve had a couple stutters. Incomplete software updates. They now know to print the FDRS log for me so I can stand at the counter and compare the FDRS activity to the TSB instructions and make sure the procedure was completed. This accountability has really made them step up their game and I’m pretty confident that they will actually READ the TSB they’re supposed to perform. But not confident enough to quit checking.

 

[Mach-Lee]

Dealers really respond to being given TSBs by customers very differently. Some absolutely do not want to listen or take anything from you, others are grateful you did the research for them. Yes, technically they need to reproduce the issue, but I've had some good dealers that are willing to pretend the issue existed so they can make the claim and get the software updated. That's helped me a ton with intermittent issues in the past, sometimes blind faith is required and keeps the customer from coming back repeatedly.

Some dealers also have a lot of difficulty reading anything longer than a paragraph and following multiple steps. That doesn't bode well for them being able to install BlueCruise successfully, since the procedure is many steps long. I recommend printing two copies of the TSB, leave one in the car for the service tech to find, and hand one to the service writer. Hopefully between one of the two people it will get read and taken care of.

I think standard practice right now is to tell every customer they need you car for a whole day just because a lot of dealers are slammed with work. If you think the dealer is stalling or ignoring you, try another dealer.

If you want to bypass all that, perhaps you could find someone on the forum locally that can do the updates for you.

 

[My-mache]

When I say I stopped in to my dealer, I mean I scheduled an appointment last week or so. Not online mind you. I called. I made sure Clarence, the only tech who knows WTF he’s doing with my car, was working that day. I also schedule it as “waiting appointment.” Scheduling a “drop off” means they’ll get to it when they damn well feel like it. I brought the printed TSB with me and grabbed a cup of coffee after handing Amber my Keys. Brian the service manager usually comes out of his office to chat with me while Amber writes up the service.
I know my dealer doesn’t have a loaner. No dealer in my fairly rural area does. I may take a new car for a test drive for a couple hours and run some errands. But not until AFTER I see Clarence take my car for a test drive to confirm my complaint and I know he’s got it out back.
Even with all this, I’ve had a couple stutters. Incomplete software updates. They now know to print the FDRS log for me so I can stand at the counter and compare the FDRS activity to the TSB instructions and make sure the procedure was completed. This accountability has really made them step up their game and I’m pretty confident that they will actually READ the TSB they’re supposed to perform. But not confident enough to quit checking.
[/QUOT

When I say I stopped in to my dealer, I mean I scheduled an appointment last week or so. Not online mind you. I called. I made sure Clarence, the only tech who knows WTF he’s doing with my car, was working that day. I also schedule it as “waiting appointment.” Scheduling a “drop off” means they’ll get to it when they damn well feel like it. I brought the printed TSB with me and grabbed a cup of coffee after handing Amber my Keys. Brian the service manager usually comes out of his office to chat with me while Amber writes up the service.
I know my dealer doesn’t have a loaner. No dealer in my fairly rural area does. I may take a new car for a test drive for a couple hours and run some errands. But not until AFTER I see Clarence take my car for a test drive to confirm my complaint and I know he’s got it out back.
Even with all this, I’ve had a couple stutters. Incomplete software updates. They now know to print the FDRS log for me so I can stand at the counter and compare the FDRS activity to the TSB instructions and make sure the procedure was completed. This accountability has really made them step up their game and I’m pretty confident that they will actually READ the TSB they’re supposed to perform. But not confident enough to quit checking.

Ooooh, okay that makes a lot more sense. I have only gone to this dealership twice with the first time saying I was going to wait but when I got there they said they needed it over the weekend so I had to reschedule. The second time I just dropped it off and basically said “I don’t know if it helps but I did find this info on these two SSM items that seem to match up with my issues”. Then while heading out I got the story about them not doing those fixes themselves but Ford “remoting in” to do them. It sounds like I just need to be more involved, prepared, and patient.
thank you for the feedback!

 

[My-mache]

Dealers really respond to being given TSBs by customers very differently. Some absolutely do not want to listen or take anything from you, others are grateful you did the research for them. Yes, technically they need to reproduce the issue, but I've had some good dealers that are willing to pretend the issue existed so they can make the claim and get the software updated. That's helped me a ton with intermittent issues in the past, sometimes blind faith is required and keeps the customer from coming back repeatedly.

Some dealers also have a lot of difficulty reading anything longer than a paragraph and following multiple steps. That doesn't bode well for them being able to install BlueCruise successfully, since the procedure is many steps long. I recommend printing two copies of the TSB, leave one in the car for the service tech to find, and hand one to the service writer. Hopefully between one of the two people it will get read and taken care of.

I think standard practice right now is to tell every customer they need you car for a whole day just because a lot of dealers are slammed with work. If you think the dealer is stalling or ignoring you, try another dealer.

If you want to bypass all that, perhaps you could find someone on the forum locally that can do the updates for you.

Yeah, this is all new to me and while I gave the info I had in more of a “in case this is helpful” sort of way, I really don’t have an established relationship yet with the dealership.
when you said I could find someone locally to do the updates, who has that ability? I didn’t realize anyone outside of the dealership could do that.
thank you forgiving me feedback on this. I really appreciate this forum and any advice I can get since I love my Mach-e.

 

[highland58]

I’m curious how those of you with the SSM number for fixes are getting them done.

I had two issues and (thanks to this forum) I had the SSM numbers for the fixes (audio issue and the driver door unlock issue). First, I cannot just stop into any of the local Ford dealerships for these. I have to make an appointment weeks out and then they require my car for a full 1 - 1.5 days. They told me that giving them the SSM isn’t helpful since they have to run a full diagnostics and then install what comes up. They also said it takes up to 1.5 days because they can’t install those anyway and Ford actually remotes into my car to install necessary patches.
this is super annoying when I have one issue with the SSM number that shouldn’t take days to install. Also, after my last 1.5 day drop off, I was told they aren’t sure if the audio issue is fixed since they couldn’t reproduce so did they NOT install the known SSM for this exact issue?
Is this what others are also being told? I’ve read some people saying they “stopped in to their dealership to get SSM x applied…” so wtf?
Oh and no loaner, rental cars, or shuttles so it’s super awesome that I have to pay for my own rental car when needing these issues looked at for 1.5 days…

Hmm, that dealer sounds like one I may have been to, do you care to share the dealer's name so we can avoid them?

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