Mustang Mach E has major powertrain issues. Dealership/service offering no help. Things to consider before buying this car

Racdos

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Edit: super grateful for all the wonderful suggestions and the offer of help on this forum. However negative this experience, I am glad that it allowed this conversation to all you wonderful people. Many Thanks!

Bought new Mustang Mach E Premium in Infinite blew from Autonation Ford Tustin on April 21st. They had one in stock so I decided to just buy it. Paid sticker price. Once the finance paperwork was completed, sales guy told me that car had some technical issues and had to be kept overnight. So I went home and end of next day was told care is ready and picked it up. On the drive home, care showed a powertrain/brake malfunction error. Also gave a chargeport error every time care was started and randomly turned off while driving.

Took it back to the dealership and they still have the car and have made no progress on fixing it.

Its been a nightmare experience as they have my money and now in possession of my car. They can't be bothered to update me or provide a timeline when this will be resolved. Its been 20 days of this already and I have had a long time to think about things. Here are my reasons why I would NOT recommend this care to anyone.

  1. Ford dealership service is not ready: They have no idea how to work on this car. When dropping off, the service adviser told me that they'll likely have to contact Ford hotline and this will take a while. Its been 20 days already and they have done nothing. The warranty this car comes with is pointless if they can't fix it.
  2. Ford dealership does not care at all: During these 20 days, dealership has not once initiated any communication. They haven't updated me on the progress or expected resolution. . I'll get a "we are working on it" reply if I keep contacting them a few times. I can't imagine a dealership providing worse service than this.
  3. Ford has provided no support: I have reached out to ford directly and they haven't provided any help whatsoever. All I am told is that they've called the dealership and service and have left messages but their calls are not being returned. For a company that's staking its future on BEV, I would expect more support for such major malfunction. Its telling that their influence on dealership is so minimal.
Overall the features, design and idea behind the care is fantastic. The drive is a bit harsh and you can hear lot of road noise but still fun to drive. But the company and dealerships standing behind it offer no support at all if something goes wrong.
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timbop

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I would say that your experience is far from common, but that would be a waste of time. Instead I will say that I am sorry you have had so much trouble with the car, and suggest you go to social media to complain to mike levine or some of the other Ford marketing folks.

Maybe forum user @RonTCat can help you out?
 

CivilJeep

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I really like my Mach-E, but if I had your ownership experience, I'd be pulling the plug as well. You shouldn't have to shame executives on social media to get your car fixed in a reasonable amount of time. I can't help you, but I feel for you.
 

SnBGC

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Bought new Mustang Mach E Premium in Infinite blew from Autonation Ford Tustin on April 21st. They had one in stock so I decided to just buy it. Paid sticker price. Once the finance paperwork was completed, sales guy told me that car had some technical issues and had to be kept overnight. So I went home and end of next day was told care is ready and picked it up. On the drive home, care showed a powertrain/brake malfunction error. Also gave a chargeport error every time care was started and randomly turned off while driving.

Took it back to the dealership and they still have the car and have made no progress on fixing it.

Its been a nightmare experience as they have my money and now in possession of my car. They can't be bothered to update me or provide a timeline when this will be resolved. Its been 20 days of this already and I have had a long time to think about things. Here are my reasons why I would NOT recommend this care to anyone.

  1. Ford dealership service is not ready: They have no idea how to work on this car. When dropping off, the service adviser told me that they'll likely have to contact Ford hotline and this will take a while. Its been 20 days already and they have done nothing. The warranty this car comes with is pointless if they can't fix it.
  2. Ford dealership does not care at all: During these 20 days, dealership has not once initiated any communication. They haven't updated me on the progress or expected resolution. . I'll get a "we are working on it" reply if I keep contacting them a few times. I can't imagine a dealership providing worse service than this.
  3. Ford has provided no support: I have reached out to ford directly and they haven't provided any help whatsoever. All I am told is that they've called the dealership and service and have left messages but their calls are not being returned. For a company that's staking its future on BEV, I would expect more support for such major malfunction. Its telling that their influence on dealership is so minimal.
Overall the features, design and idea behind the care is fantastic. The drive is a bit harsh and you can hear lot of road noise but still fun to drive. But the company and dealerships standing behind it offer no support at all if something goes wrong.
Tow it to a different dealership.

Flatbed tow that is. You will have to pay of course because Ford Roadside only tows to the nearest dealership.
 

shutterbug

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Tow it to a different dealership
I had a much less serious problem, but when the service guy said that it'll be at least 3 days before they are even going to bother looking at it, I took it home and got on the phone. I called several dealers until I found one who was willing to actually assign a trained tech to it right away. Within an hour the tech (not the service adviser) came out to talk to me and said that he was going to apply several S/W updates to see if my issue was resolved (it was only happening in my garage). In the end, I found a solution from one of the contributors on this forum, but I was happy to find a service department that at least attempted to work with me and not treat me like crap.

So, yes look for another dealer. If you read through this forum you'll find that plenty of service departments actually want your business.
 


deadduck

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Realistically, this is a more risky experience than buying a more conventional vehicle or better brand. On the other hand California does have a lemon law.

There are reliability questions, because, well, it's a damn Ford. This is the company of the Ford Pinto and if you get bored look up the DPS6.

On the other hand, It's competition is legendary for roofs and bumpers falling off, doors that won't open, etc.

2) The dealer network is an even bigger weak link in my opinion. The front side might play all kinds of shenanigans and the backside has been very hit and miss in my experience.

However, right now it's maybe the best vehicle of it's type out there, past a significant budget upgrade, so there you go.
 

RedStallion

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Bought new Mustang Mach E Premium in Infinite blew from Autonation Ford Tustin on April 21st. They had one in stock so I decided to just buy it. Paid sticker price. Once the finance paperwork was completed, sales guy told me that car had some technical issues and had to be kept overnight. So I went home and end of next day was told care is ready and picked it up. On the drive home, care showed a powertrain/brake malfunction error. Also gave a chargeport error every time care was started and randomly turned off while driving.

Took it back to the dealership and they still have the car and have made no progress on fixing it.

Its been a nightmare experience as they have my money and now in possession of my car. They can't be bothered to update me or provide a timeline when this will be resolved. Its been 20 days of this already and I have had a long time to think about things. Here are my reasons why I would NOT recommend this care to anyone.

  1. Ford dealership service is not ready: They have no idea how to work on this car. When dropping off, the service adviser told me that they'll likely have to contact Ford hotline and this will take a while. Its been 20 days already and they have done nothing. The warranty this car comes with is pointless if they can't fix it.
  2. Ford dealership does not care at all: During these 20 days, dealership has not once initiated any communication. They haven't updated me on the progress or expected resolution. . I'll get a "we are working on it" reply if I keep contacting them a few times. I can't imagine a dealership providing worse service than this.
  3. Ford has provided no support: I have reached out to ford directly and they haven't provided any help whatsoever. All I am told is that they've called the dealership and service and have left messages but their calls are not being returned. For a company that's staking its future on BEV, I would expect more support for such major malfunction. Its telling that their influence on dealership is so minimal.
Overall the features, design and idea behind the care is fantastic. The drive is a bit harsh and you can hear lot of road noise but still fun to drive. But the company and dealerships standing behind it offer no support at all if something goes wrong.
Your conclusions are unwarranted. You've got a lemon, nothing more than that. I'm sure the law in your state provides a quick remedy.
 

timbop

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You shouldn't have to shame executives on social media to get your car fixed in a reasonable amount of time.
No, but clearly the dealership isn't trying too hard and it's one way to put pressure on them.
 

BMT1071

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Your conclusions are unwarranted. You've got a lemon, nothing more than that. I'm sure the law in your state provides a quick remedy.
That seems like a premature conclusion. A lemon is a vehicle that has numerous issues, or an issue that can't be fixed. From the OP's telling of the story, the dealership isn't even trying to fix it.
 

ARK

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If am understanding you correctly, I think it’s outrageous that the dealer knew the car had an issue, that you wouldn’t be able to drive it off the lot, but didn’t tell you until you signed on the dotted line. If you want to undo this, you should consider talking to a lawyer. Most take these kinds of cases on ‘contingency’ meaning they get paid from the company if they win, and don’t charge you anything if they don’t win for whatever reason. Meaning, you don’t pay anything to the lawyer directly the way you would if you hired one to write a will or handle a divorce.

Anyway, aside from tangoing with the dealership, if you are able to stick with it, it really is a great vehicle. A couple other people on this forum have documented a similar early-build issue that I believe was 100% resolved once the techs had a chance to work on it.
 

Scarpia

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This is the company of the Ford Pinto
It's also the company of the Model T and the original Mustang.
Anybody that had anything to do with the Ford Pinto has probably passed away by now. The company and culture has gone through many stages since then. It's rather silly to equate anything now with the 1970's.
 
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Racdos

Racdos

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If am understanding you correctly, I think it’s outrageous that the dealer knew the car had an issue, that you wouldn’t be able to drive it off the lot, but didn’t tell you until you signed on the dotted line. If you want to undo this, you should consider talking to a lawyer. Most take these kinds of cases on ‘contingency’ meaning they get paid from the company if they win, and don’t charge you anything if they don’t win for whatever reason. Meaning, you don’t pay anything to the lawyer directly the way you would if you hired one to write a will or handle a divorce.

Anyway, aside from tangoing with the dealership, if you are able to stick with it, it really is a great vehicle. A couple other people on this forum have documented a similar early-build issue that I believe was 100% resolved once the techs had a chance to work on it.
This is really good advise. Had no idea lawyers worked that way. will certainly look into this
Thanks!
 
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Racdos

Racdos

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Your conclusions are unwarranted. You've got a lemon, nothing more than that. I'm sure the law in your state provides a quick remedy.
Perhaps not getting a resolution for 3 weeks has tainted my opinion, but I can't think of a way this company or their dealership could be less helpful
 

physib

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Perhaps not getting a resolution for 3 weeks has tainted my opinion, but I can't think of a way this company or their dealership could be less helpful
I think your reaction is quite reasonable, but of course people here don't like blanket statements like "I would NOT recommend this care to anyone".
 

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Bought new Mustang Mach E Premium in Infinite blew from Autonation Ford Tustin on April 21st. They had one in stock so I decided to just buy it. Paid sticker price. Once the finance paperwork was completed, sales guy told me that car had some technical issues and had to be kept overnight. So I went home and end of next day was told care is ready and picked it up. On the drive home, care showed a powertrain/brake malfunction error. Also gave a chargeport error every time care was started and randomly turned off while driving.

Took it back to the dealership and they still have the car and have made no progress on fixing it.

Its been a nightmare experience as they have my money and now in possession of my car. They can't be bothered to update me or provide a timeline when this will be resolved. Its been 20 days of this already and I have had a long time to think about things. Here are my reasons why I would NOT recommend this care to anyone.

  1. Ford dealership service is not ready: They have no idea how to work on this car. When dropping off, the service adviser told me that they'll likely have to contact Ford hotline and this will take a while. Its been 20 days already and they have done nothing. The warranty this car comes with is pointless if they can't fix it.
  2. Ford dealership does not care at all: During these 20 days, dealership has not once initiated any communication. They haven't updated me on the progress or expected resolution. . I'll get a "we are working on it" reply if I keep contacting them a few times. I can't imagine a dealership providing worse service than this.
  3. Ford has provided no support: I have reached out to ford directly and they haven't provided any help whatsoever. All I am told is that they've called the dealership and service and have left messages but their calls are not being returned. For a company that's staking its future on BEV, I would expect more support for such major malfunction. Its telling that their influence on dealership is so minimal.
Overall the features, design and idea behind the care is fantastic. The drive is a bit harsh and you can hear lot of road noise but still fun to drive. But the company and dealerships standing behind it offer no support at all if something goes wrong.
I suggest you email the Ford executives found on the following website. Start with the customer experience executives and copy the others.

https://www.elliott.org/company-contacts/ford/
Sponsored

 
 




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