Is this right? What kind of bull is this?

[Jerrytball]

Hello,

My MachE 2021 job 1 is in the shop waiting for repairs for HVBJB. I was told by the dealership to bring it in because of the warnings on the dash despite it "working fine" for me because it would degrade further as time went on. I did that and they went ahead and ordered the part for it. I called Ford afterwards and Ford said they would prioritize sending the part out. This was last week Monday, so I have been without the vehicle since and it is my only car. I was told by the dealer that Ford authorized 2 days of rental, which is the amount of time it would take for the repair.

I just called the dealership this morning to get a status update and they said the work was scheduled to start on August 1st and 2nd. So, this is my only car. Does Ford expect me to be without a vehicle for the rest of the time for a FAULT of their own? I tried talking to the CSR on the call and she said something about "if you have trouble paying for a rental outside of this time" we have assistance programsto help with payment.

Is this normal or am I getting screwed over? I would think if your vehicle puts someone out because of your own fault, you should be covering the rental the entire time until it is fixed.

I asked if my Ford Protect which covers rental would work and the dealer said that "it isn't considered warranty work but recall work, so it doesn't apply in this case".

Here’s what happened with me I took my car in for updates. They kept it more than two weeks but the dealership per Ford they said would give me a rental which was pretty nice truck for two weeks no charge after two weeks. It would be $45 a day but after I spoke with Ford, they said that they should cover the whole thing and they should reach out to Ford themselves for reimbursement so right now I’m waiting for Ford to send me a check Which they’re going to do this week. I just heard from them.

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[AKgrampy]

Did it still “drive like normal” that whole time?

Just to be clear your car did receive an SVS error - correct? If so then this is not a recall job it is warranty work and I would call the BEV team. There were some things like rentals they were covering in the past but I have no idea what they are willing to cover these days. Also your power will be limited if in fact you did receive the error. Ford has software monitoring potential HVBJB failure and that is what appears to have occurred in your case. Some people have driven up to 6 months after the error.

 

[Pibbman]

Just to be clear your car did receive an SVS error - correct? If so then this is not a recall job it is warranty work and I would call the BEV team. There were some things like rentals they were covering in the past but I have no idea what they are willing to cover these days. Also your power will be limited if in fact you did receive the error. Ford has software monitoring potential HVBJB failure and that is what appears to have occurred in your case. Some people have driven up to 6 months after the error.

sorry but SVS?

all that shows on my dash is the “Stop Safely” car icon with the !, and the wrench for powertrain malfunction. When I start the car is shows “Service Vehicle Soon” message (I guess that is SVS?) which I can dismiss. The car drives as expected granted I don’t do things like pedal to the medal type of stuff with it.

The dealer and the EV specialist at Ford said it wasn’t considered warranty work, which I can’t frigging understand how it isn’t because it is a defect imo.

 

[Ravensfan1996]

My recall letter said they would pay for a rental.

 

[Thedude]

It all comes down to the specific dealership. Some dealers are willing to upset customers more than others depending on their numbers (revenue/sales).

I’ve had a somewhat similar experience at my local dealership. They used to be laser focused on customer service, but when they were bought out, the whole experience changed drastically. They went from “let me see what we can do” to “it will cost you extra for us to do that”.

 

[MotownMachdoc]

Have you talked to the BEV Team? They will contact the dealer service manager to help. I found them helpful. You could also private message Ford on this forum.

 

[AKgrampy]

sorry but SVS?

all that shows on my dash is the “Stop Safely” car icon with the !, and the wrench for powertrain malfunction. When I start the car is shows “Service Vehicle Soon” message (I guess that is SVS?) which I can dismiss. The car drives as expected granted I don’t do things like pedal to the medal type of stuff with it.

The dealer and the EV specialist at Ford said it wasn’t considered warranty work, which I can’t frigging understand how it isn’t because it is a defect imo.

Right, SVS means service vehicle soon.Not that it matters at this point but their are forum members that can look up your error code and tell you if it indicates it is a HVBJB error. If it is then that is warranty as it has failed versus recall which is for a part that has not failed. I could be wrong and they still consider the part, even when in failure mode, recall work. That does not make sense; however, as the recall specified about 10 hours of work and two days of rental. Work was to be performed after parts were received. Can’t do that when a part fails.

 

[Tampamike]

My HVBJB was botched. Some wiring harnesses got damaged in the process and it took over a month to get those parts. I had a Mach E loaner from the dealer the whole time. At the end of it all, the Ford BEV team reimbursed me for one month car payment on top of that.

 

[DaMeatMan]

Hello,

My MachE 2021 job 1 is in the shop waiting for repairs for HVBJB. I was told by the dealership to bring it in because of the warnings on the dash despite it "working fine" for me because it would degrade further as time went on. I did that and they went ahead and ordered the part for it. I called Ford afterwards and Ford said they would prioritize sending the part out. This was last week Monday, so I have been without the vehicle since and it is my only car. I was told by the dealer that Ford authorized 2 days of rental, which is the amount of time it would take for the repair.

I just called the dealership this morning to get a status update and they said the work was scheduled to start on August 1st and 2nd. So, this is my only car. Does Ford expect me to be without a vehicle for the rest of the time for a FAULT of their own? I tried talking to the CSR on the call and she said something about "if you have trouble paying for a rental outside of this time" we have assistance programsto help with payment.

Is this normal or am I getting screwed over? I would think if your vehicle puts someone out because of your own fault, you should be covering the rental the entire time until it is fixed.

I asked if my Ford Protect which covers rental would work and the dealer said that "it isn't considered warranty work but recall work, so it doesn't apply in this case".

Your mistake was trusting that Ford techs would do their job and actually read the work order to determine what is required of the job, and actually order the parts (ahead of time) prior to giving you an appointment for work they cannot do without the parts.

Unfortunately most of these techs don't give a crap, they don't read, and they schedule appointments for work that they cannot do. They complete disregard the customers time, and any inconvenience to the customer that is caused by the appointment, and the lack of vehicle.

I had a similar experience. I scheduled the work online via the dealers website. However after receiving my appointment date I called them to confirm they placed an order for the required parts, and also asked them to call me the day before the appointment to confirm they had the parts before I came in first thing in the morning. For me personally being without my vehicle even for half a day is a major inconvenience, I need to make arrangements with work, and I need to make alternate arrangements for my kids drop off and pickup at school, and I know how these guys operate, so I made sure my disruption would be worth my time, and the work would be done.

Long story shorter.. they did not call me back the day before the appointment, and when I called them asking a simple question asking to confirm if they had the parts to do the world for my early morning drop off the next day, I got nothing but attitude, as if I was asking something outrageous. My call got passed around twice, each person I spoke to seemed really annoyed, and when I finally got someone who can answer my question they confirmed the part was never ordered, and they would not have been able to do the work when I brought it. Like you I would have been without my vehicle for days or weeks if they started taking crap apart without having parts.

So when they realized they goofed, their tone immediately changed, they apologized (eventually), ordered the part, and offered to call me back as soon as it arrived. Which they did about 2 weeks later, and I had the work done on the same day for the next appointment.

Bottom line, the dealership network is HORRIBLE, techs don't give a damn, the managers don't give a damn, and they can do this because they have an entrenched business model that guarantees them business, no matter how crappy their service is. I say scrap the dealer network entirely, sell direct to customers, and let them survive on service alone, while also opening up service to other independent certified techs. Maybe then they will realize that their survival depends upon customer satisfaction, and maybe then they will stop treating customers like crap by constantly disrespecting our time!

The most insulting part of all of this crap is that even after an experience like that, they will call you, email you, and hound you to rate their service, and their managers will tell you that your rating directly impacts the performance reviews of the one who took your keys that morning, even though they had nothing to do with booking the appointment, and they have nothing to do with the work that is done. It's done this way on purpose to make you feel bad about leaving bad reviews, and the majority of the reviews they get are absolutely bogus!

End rant... lol

 

[WR221]

I had the HVBJB warranty work done in March (with no alerts or failure). My dealer near Baltimore arranged a dealer-paid rental Explorer for the 8 days they had the car. They explained their challenges in getting it done more quickly: ordering parts, single available lift stand, single EV-qualified service tech. I was OK with all that given that I had transportation. Ford should cover the car rental.

 

[johnnycombo]

Sounds like they’re treating you like a king! Here’s what they did to mine when attempting this update:

 

[garyd9]

Sounds like they’re treating you like a king! Here’s what they did to mine when attempting this update:

ouch. where in PA was this?

 

[Adventureboy]

In my case it took 6 weeks for the dealer to get the part despite my respectful contact with the BEV team and Ford Customer Service. They have a serious shortage of the HVBJB parts due to the recall and lack of foresight on Ford's supply chain.
The dealer gave me a rental so I wasn't down and out with nothing to drive.

 

[Toy_collector]

my understanding is this isn’t the first one they have done. They just are really backed up with service right now. I wouldn’t be surprised if it was all people trying to avoid a major Wisconsin dealership by going here instead.

Can I ask which dealership you are using since I'm also in WI and I don't want to run into the same situation?

 

[johnnycombo]

ouch. where in PA was this?

Homer city, PA

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