Mach-E Service Experience

[RickMachE]

If you bought the extended warranty with the first day loaner coverage, you can tell them you are renting a car yourself.

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[x19]

I'm curious, since I'm about to get my new one in the next few weeks - did you just pick up the car new from dealer 10 days ago, or acquire a used one 10 days ago?

I bought it new, 2022 premium with a July 22 build date.

 

[cbcasas]

Unsure if a list already exists, but maybe it would be helpful to compile one with our service experiences at different dealerships.

 

[DadzBoyz]

Loaners are things of the past.

it’s not just Ford. It’s not just MME.

I beg to differ, and I have receipts.

If I buy a $70,000 Lexus, I get a loaner.
If I buy a $70,000 Lincoln, I get a loaner.
If I buy a $70,000 Audi, I get a loaner.
Go down the list.
Drop that number to $65,000, I still get a loaner.
We bought a $40,000 used Lexus with an extended warranty..... Got loaners every time we took the car in for service.

Loaners are definitely not a thing of the past.

 

[DevSecOps]

I beg to differ, and I have receipts.

If I buy a $70,000 Lexus, I get a loaner.
If I buy a $70,000 Lincoln, I get a loaner.
If I buy a $70,000 Audi, I get a loaner.
Go down the list.
Drop that number to $65,000, I still get a loaner.
We bought a $40,000 used Lexus with an extended warranty..... Got loaners every time we took the car in for service.

Loaners are definitely not a thing of the past.

I owned 5 Audi's over the last 12 years and no matter what dealer, I never got a loaner unless it was a multi-day repair or scheduled months out. For all of the "Audi Care" service appointments I sat in the lounge. The OP has a GSM update that needs to be performed, most likely, which takes a whole 30 minutes at most. There's no reason to provide a loaner for that. I would also argue (maybe because I'm in California) that 70k for cars (especially EVs) is the new 40k.

 

[KevinS]

I bought it new, 2022 premium with a July 22 build date.

There is no reason why an owner with a 10 day old car should be treated this way.

@Ford Motor Company - I hope you can help this person out. This is inexcusable treatment.

 

[DadzBoyz]

I exclusively owned 5 Audi's over the last 12 years and no matter what dealer, I never got a loaner unless it was a multi-day repair. For all of the "Audi Care" service appointments I sat in the lounge. The OP has a GSM update that needs to be performed, most likely, which takes a whole 30 minutes at most. There's no reason to provide a loaner for that.

At least that makes sense and it was available for multi-day repairs.

 

[Mach-Lee]

Got a “shift fault” “take to dealer” when I started the car yesterday and took it in to my dealer this morning. Was told I had to leave it for 3-4 days before their one Mach-E tech could be look at it, without a loaner, and a three month wait to get an appointment with a loaner. I asked them just to connect a code reader and tell me if it was safe to drive, but they reiterated it would be several days before they could do that. I ended up just leaving, with the car, while I figure this out. We only bought it 10 days ago.

Is this the expected and accepted service experience right now? Is it worth trying another dealer? Any other suggestions?

You have a P07E4 in the SOBDMC which means the park pawl is not engaging.

EDIT: This is a software glitch, see TSB 22-2490 for the fix.

Make sure you use your parking brake in the meantime since the car could roll in park.

 

[x19]

I exclusively owned 5 Audi's over the last 12 years and no matter what dealer, I never got a loaner unless it was a multi-day repair. For all of the "Audi Care" service appointments I sat in the lounge. The OP has a GSM update that needs to be performed, most likely, which takes a whole 30 minutes at most. There's no reason to provide a loaner for that. I would also argue (maybe because I'm in California) that 70k for cars (especially EVs) is the new 40k.

Just to be clear I’d be happy to wait 30 minutes, I’d come prepared to work from the dealership waiting room for up to about 3 hours (and would just get a ride from family for a longer same-day repair). But I was told the only option was to drop off my car today, and they would look at it in 3-4 days.

Doesn’t matter if the end result is a 30 minute software update, I was going to be out of a car for 3 days minimum.

 

[x19]

You have a P07E4 in the SOBDMC which means the park pawl is not engaging. This is more than a software update, they might have to drop the rear motor to replace the park lock actuator. That's a major job that takes several days FYI.

Make sure you use your parking brake in the meantime since the car could roll in park.

Ugh, appreciate the info. Did you find my VIN in another post?

 

[DevSecOps]

Just to be clear I’d be happy to wait 30 minutes, I’d come prepared to work from the dealership waiting room for up to about 3 hours (and would just get a ride from family for a longer same. But I was told the only option was to drop off my car today, and they would look at it in 3-4 days.

Doesn’t matter if the end result is a 30 minute software update, I was going to be out of a car for 3 days minimum.

I understand, but that's every dealer out there right now. There's a labor shortage. Everyone has to wait. It sucks but there's nothing that can be done about it. Some of the dealers are booked out for over a month around here. If they can service 20 cars a day (let's say), that would be 600 loaners if they gave a loaner to everyone waiting in that month period. It's just not possible. If it is P07E4, the car is safe to drive, and driving it for the 3 days before they can check it shouldn't be an issue.

Once it's confirmed to be a warranty claim then they should get you a rental car. You can call Ford corporate and get a case started with the BEV team which will ensure you are taken care of. They have to get the diagnostics done before they will give you a rental however.

(800) 392-3673 - USA

You have a P07E4 in the SOBDMC which means the park pawl is not engaging. This is more than a software update, they might have to drop the rear motor to replace the park lock actuator. That's a major job that takes several days FYI.

Make sure you use your parking brake in the meantime since the car could roll in park.

With that DTC the car should automatically apply the parking brake when shifted into Park. That would be a very easy way to tell if it's the actual issue. Manually applying it shouldn't be necessary.

 

[Mach-Lee]

With that DTC the car should automatically apply the parking brake when shifted into Park. That would be a very easy way to tell if it's the actual issue. Manually applying it shouldn't be necessary.

Yup, I would hope so but OP should make sure every time. Luckily it's a pretty livable issue until it's fixed, basically it's operating like a Tesla now which don't have park pawls.

 

[x19]

I understand, but that's every dealer out there right now. There's a labor shortage. Everyone has to wait. It sucks but there's nothing that can be done about it. Some of the dealers are booked out for over a month around here. If they can service 20 cars a day (let's say), that would be 600 loaners if they gave a loaner to everyone waiting in that month period. It's just not possible.

I think a reasonable expectation, in this situation, would be if I could keep my car for the 3 days and then come in on the fourth day with an assurance they could look at it then. I understand they may not be able to fix it then, but at least do some initial diagnosis. Such as my request they run the code and tell me if it was safe to drive or not. There’s no reason for them to sit on my car for 3-4 days and take no action.

With that DTC the car should automatically apply the parking brake when shifted into Park. That would be a very easy way to tell if it's the actual issue.

There is a red “BRAKE” symbol that briefly appears but immediately disappears. I assume that’s typical and not indicative of any sort of fault.

 

[DevSecOps]

There is a red “BRAKE” symbol that briefly appears but immediately disappears. I assume that’s typical and not indicative of any sort of fault.

That's the park brake light yes. It goes away when you push on the accelerator pedal.

So to sum up the above. Here's what I would recommend:

1. Call Ford, ask for the BEV team and get a case started
2. Call your local dealer and ask for a service appointment to diagnose
3. Drive the car as you normally would
4. Bring the car in for the diagnostics and if it's a confirmed warranty repair they should get you into an enterprise rental. If not call Ford back and escalate it with them.

I edited my previous post to you so go re-read it for additional comments.

 

[x19]

That's the park brake light yes. It goes away when you push on the accelerator pedal.

So to sum up the above. Here's what I would recommend:

1. Call Ford, ask for the BEV team and get a case started
2. Call your local dealer and ask for a service appointment to diagnose
3. Drive the car as you normally would
4. Bring the car in for the diagnostics and if it's a confirmed warranty repair they should get you into an enterprise rental. If not call Ford back and escalate it with them.

I edited my previous post to you so go re-read it for additional comments.

I appreciate the guidance. I do have a case open with the Ford Social Media team, and am waiting to hear from the BEV team.

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