Modem failure at 35,965 miles and Ford won't replace (SOLVED)

[DeusEx]

The hardest part is popping off the frunk panel and rembering what settings you changed in Sync because the 12v pull does reset some menu options back to default.

@Mike G's guide is descriptive and helpful for newbies.
https://www.macheforum.com/site/threads/completely-locked-out-😭.37460/post-832306

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[Tomm]

Once again, I think ford should have installed an easily accessible button to push to restart this mobile computer. Or a key combo like ctrl , alt, delete.

The first step in troubleshooting a. Computer is always torn it off, wait, turn it on!!

 

[STL-Mach-E]

FINAL UPDATE: Dealer Service Manager at Bo Beuckman Ford refunded the diagnostic fees. He was very gracious and said the process was not done correctly and they will review their procedures. Kudos to them for owning up to it and wanting to have my continued business. This still doesn't answer the question about @Ford Motor Company would not step up and cover this costs with failure right before warranty expiration if this truly needed the modem replacement.

 

[azulejost]

I"m frustrated with Ford Coverage on my 2023 Mach E GTPE. Bumper to Bumper warranty would end at 36,000 miles. Ford is denying coverage because the modem failed at 35,965 miles. I have documentation showing this in my ford app which is still stuck at that mileage. The Fordpass App's last update still shows my car is running despite being parked in my garage and in last GPS position on 3/27/25. My state of charge is forever stuck at 59%.

It is 35 miles to my selling dealer alone, not to mention that I had to drive it a week before they had any openings. It was over 36,000 once they received it.

Cost for replacement with labor is estimated about $1700 which aligns with other posters on the forum.

I have a case number created when I originally diagnosed the modem failure via phone support with the Ford Pass team. They diagnosed the modem was bad. Another issue that bothers me is that although it was already diagnosed, the dealer charged me a $250 fee to diagnose what I already knew was the issue.

Common Sense and attached documentation seems to logically say that it should be covered within the 3/36 Bumper to Bumper warranty. The timing is horrible, but I wonder if anyone else has had failure days or just miles before warranty expiration.

The ford dealership was helpful, but there doesn't seem to be an appeal process inside of Ford without going to an outside consumer affairs or legal process. Ford customer relations that I called did not help.

I have already DM'd @Ford Motor Company and have not had a reply.

Everything functions on the car without the modem except updating GPS Location, and current state of charge. Looks like walk away lock and remote unlocking when not on the same wifi network is also failing as well.

WHAT ELSE HAVE I LOST if I JUST DRIVE IT LIKE IT IS?

I’m current sitting at a dealership with the same issue, but they just quoted my $3600 for parts & labor to diagnosed and replace the modem/module. I had already tried the fuse pulling, plug pulling (the plug below the fuses in fuse box), battery disconnect, Ford Pass Guide x 2, and one trip to the dealer I have previously used for all Mach-E service. So I guess at least someone seems to have found the problem (or just found a pricey way for me to pay for a guess).

 

[rugedraw]

I’m current sitting at a dealership with the same issue, but they just quoted my $3600 for parts & labor to diagnosed and replace the modem/module. I had already tried the fuse pulling, plug pulling (the plug below the fuses in fuse box), battery disconnect, Ford Pass Guide x 2, and one trip to the dealer I have previously used for all Mach-E service. So I guess at least someone seems to have found the problem (or just found a pricey way for me to pay for a guess).

It's significantly cheaper to buy a TCU on ebay, buy a Mongoose cable and program it yourself.

 

[azulejost]

It's significantly cheaper to buy a TCU on ebay, buy a Mongoose cable and program it yourself.

I am sure that is true, and I probably should go that route. I’d have to load Windows via boot camp on my old Intel Mac, get the cable, get the FDRS access, and then hope I know what I’m doing enough to get it done correctly without causing some other issue(s). It really doesn’t seem that hard to do things via FDRS.

 

[rugedraw]

I am sure that is true, and I probably should go that route. I’d have to load Windows via boot camp on my old Intel Mac, get the cable, get the FDRS access, and then hope I know what I’m doing enough to get it done correctly without causing some other issue(s). It really doesn’t seem that hard to do things via FDRS.

All you need to do is run the PMI procedure with FDRS and when it asks if it is the original module, select "no". If you're in no rush, I can add you to the list to borrow one of my Mongoose cables for free. It'll be 4-6 weeks before I can get to you. The wired Mongoose is currently out of stock, so only the $700 wireless one is available unless you can find a used Mongoose somewhere. Just lmk.

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