(High voltage battery issue): Jinxed myself... MME Premium ER with "Service vehicle soon" and the dreaded turtle, wrench and error icon

[dliunatic]

I must have jinxed myself when I posted last week saying that my MME Premium ER was working pretty well and didn't have many issues. When I tried to go drive it on Father's day after not having driven it for about 2 weeks, I saw the dreaded "service vehicle soon" message along with the yellow turtle icon, yellow wrench icon, and red car exclamation mark icon. When trying to go into reverse or drive, it barely would move forward or backwards. Took me about 10 minutes to just get over the lip of the garage... Car still had about 32% of battery left and even after turning it on and off a few times it still had the issue.

Today I took advantage of the Fordpass app to get the car towed to the nearest dealership (AutoNation Ford Frisco). Requested the tow through the app and got status updates via text and through the app throughout the process so that was good. The tow truck guy didn't really know how to drive the car (no surprise) so I had to handle getting it onto the flatbed. No biggie except for not having power to drive it up onto it which took some winch action to help.

When getting to the dealership, they were very friendly, but basically said I probably wouldn't be getting the car back for another 4 - 6 weeks because they're backed up and the MME is new so they don't really have that much experience around it yet. I asked them since this is under warranty still whether I would get a loaner car, but apparently they don't have any loaner MMEs for at least another month or more. On top of that apparently Ford only covers $30 a day for 10 days, and the rental or loaner would be more than that.

Guessing it's a high capacity battery issue that some others have been facing. I really hope that I can get my car fixed sooner, and wish that they would have given me some type of MME (or any) loaner if it's really going to be that long...

The lesson I learned throughout all this... Be wary of being early adopters. Oh and don't jinx yourself on the forum. ?

I'll keep posting any updates as I hear them.

 

[dliunatic]

So latest update from today. Dealer called saying that they finally were able to look at the MME today, and couldn't get it to respond at all. He said it was completely unresponsive when they tried connecting up their equipment to it ?. They're apparently going to be getting a Ford Field Service engineer (FSA) to come out ... No confirmed ETA to get my MME back but that 4-6 week timeframe sounds more likely and still no loaner available ?

Here are my phone notifications that popped up today, guessing when they were trying to connect to my MME. Lots of electric power train faults and power train system faults apparently.

The interesting thing was that they were saying that they just had to replace the battery pack for another MME just a week ago! Was that someone else on this forum? Curious if this Texas heatwave is killing the batteries or if the other person has an early December build like me...

 

[dliunatic]

Today's update: At the moment, the technician was instructed by Ford to remove and drop the battery. Those batteries have to be dropped on a 4 wheel dolly/lift, which is currently being used up by the other MME. At this point, everything is sadly at a standstill. They have to free up their 4-wheel dolly to be able to remove my MME's battery.

Sounds like right now it's been 1.5 weeks for Ford to send out a FSA (based on what the other MME in the shop experienced).

Oh and I guess the reason for my loaner MME request getting denied is the chip shortage according to the dealer.

 

[dliunatic]

Sadly today's update is that there's still no update. ? Seems that the dealer is still working on that other MME, and at this point they were hoping for a couple of days to free up the 4 wheel dolly. No ETA of when the Ford Service engineer will be coming out.

@Ford Motor Company any way to get some help here, or at least cover a complimentary loaner until I get it back?

 

[bruceski88]

Sadly today's update is that there's still no update. ? Seems that the dealer is still working on that other MME, and at this point they were hoping for a couple of days to free up the 4 wheel dolly. No ETA of when the Ford Service engineer will be coming out.

@Ford Motor Company any way to get some help here, or at least cover a complimentary loaner until I get it back?

?

 

[BMT1071]

Sadly today's update is that there's still no update. ? Seems that the dealer is still working on that other MME, and at this point they were hoping for a couple of days to free up the 4 wheel dolly. No ETA of when the Ford Service engineer will be coming out.

@Ford Motor Company any way to get some help here, or at least cover a complimentary loaner until I get it back?

@Ford Motor Company What exactly is the point of the FCTP if not to provide courtesy transportation in the event that a warranty repair cannot be completed the same day the vehicle is brought in for service? The Mach E will be my first new Ford purchase. It is very disappointing to learn that should my vehicle require overnight repairs I will be without transportation.

 

[physib]

Can they not provide a loaner at all, or is it because you only want to have a MME loaner?

 

[dliunatic]

Can they not provide a loaner at all, or is it because you only want to have a MME loaner?

I'd be open to any loaner although a MME would be great. ? According to the dealership, apparently Ford only covers $30/day for 10 days, and any rental or loaner would be more than that so I'd still have to pay out of pocket for the loaner.

I'm already at day 8 (without any loaner or diagnosis of repair) and if what the advisor at the dealership said is accurate, I still have 4-5 more weeks before my car potentially gets fixed.

 

[physib]

That's strange because I remember reading other people's stories here and they were able to get loaners from dealers. Maybe they left out some details?

 

[BMT1071]

I'd be open to any loaner although a MME would be great. ? According to the dealership, apparently Ford only covers $30/day for 10 days, and any rental or loaner would be more than that so I'd still have to pay out of pocket for the loaner.

I'm already at day 8 (without any loaner or diagnosis of repair) and if what the advisor at the dealership said is accurate, I still have 4-5 more weeks before my car potentially gets fixed.

That is absolutely ridiculous. I would contact Ford directly. If the customer service line can't/won't help, start e-mailing Ford executives. https://www.elliott.org/company-contacts/ford/
Emma Berg and Mike Levine are active on Twitter as another option.
Have you DM'd @Ford Motor Company on here? That might work better than just "atting" them in these posts.

 

[dliunatic]

That is absolutely ridiculous. I would contact Ford directly. If the customer service line can't/won't help, start e-mailing Ford executives. https://www.elliott.org/company-contacts/ford/
Emma Berg and Mike Levine are active on Twitter as another option.
Have you DM'd @Ford Motor Company on here? That might work better than just "atting" them in these posts.

Thanks! Will give that a shot!

 

[Kamuelaflyer]

That's strange because I remember reading other people's stories here and they were able to get loaners from dealers. Maybe they left out some details?

Every dealer is different and liability laws vary from state to state. The dealer in this area for example, has never done loaners due to insurance issues. Prior to the wave of tourists we have now, they would arrange a rental. No such luck with that arm though.

 

[benk016]

Loaners completely depend on the dealer. The dealer has to buy the cars and register them. So some dealers have a fleet and others have none or one. I don't think Ford requires a dealer offer a loaner at all.

The dealership I use has some, but if you need one you're waiting months for schedule availability.

However my salesman said if I ever need one he'd just let me "test drive" a used vehicle for however long I needed. And he has followed through on that in the past.

 

[BMT1071]

Loaners completely depend on the dealer. The dealer has to buy the cars and register them. So some dealers have a fleet and others have none or one. I don't think Ford requires a dealer offer a loaner at all.

The dealership I use has some, but if you need one you're waiting months for schedule availability.

However my salesman said if I ever need one he'd just let me "test drive" a used vehicle for however long I needed. And he has followed through on that in the past.

The Chevy, Cadillac, and Infiniti dealers I've worked at/bought cars from always provided loaners/rentals for overnight/multi-day repairs. My Infiniti dealer will usually offer me a loaner when I'm in for just an LOF. I am amazed that a Ford dealer in a major metro area is giving this guy the shaft when his brand new MME needs major service.

 

[dliunatic]

The Chevy, Cadillac, and Infiniti dealers I've worked at/bought cars from always provided loaners/rentals for overnight/multi-day repairs. My Infiniti dealer will usually offer me a loaner when I'm in for just an LOF. I am amazed that a Ford dealer in a major metro area is giving this guy the shaft when his brand new MME needs major service.

Yeah ditto ... I came from a Lincoln and an Infiniti prior to that so that's what I was used to as well from a service perspective. Was pretty surprised Ford wasn't following the same approach, but I guess that's because it's not their luxury brand. ?

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