Problems With Brand New Mach-E

[Mets0903]

Yes to driving the car and enjoying it. But...
I'm not even sure he needs the Gateway module hardware to be replaced. It could be that the OP went at them so hard about OTA updates and FordPass they offered the part replacement to get him off their backs for a little while.
I would suggest researching the forums about workarounds and other apps that can fill in where FordPass is lacking (ABRP, etc). And the carry the FOB like you did for every car before this one.

Let's put FordPass to the side for a second. When I go to "Connectivity" and then touch "Connected Vehicle Features" it says "Please Wait" for about 10 seconds and then nothing happens. No drop down menu - nothing. Also, there is no "expiration" date for HandsFree BlueCruise; there are just two dashes there and the feature does not work.

I've seen examples of both of these issues on this forum, and they were not resolved (IF they were resolved) with "workarounds." The dealer has tried to update the gateway module several times and it has failed each time. Maybe you are right and there is another fix, but it doesn't seem to be a simple "workaround." And if it is, then Ford should just tell me that and I'll be thrilled.

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[SprManKalEl]

The one thing I am not sure of is, did you at all log on to the Ford website and activate the connected services to get your trial of Connected Built-in Navigation and Blue Cruise? Your rep may have set up the app for you but, that was probably just to connect to the car and not to get your connected services up an running. You get a free trial and then, should you wish to continue using them, you will pay a subscription fee. I am pretty sure that may solve a few of these issues. As far as the app being so critical for the operation of the EV, I think you're ahead of yourself. Aside from the ability to remote start/lock/unlock, the app is just an a convenient information center and, if you're not using PAAK, is not critical to the operation of the vehicle.

 

[KevinS]

Really, all of the above. Look, I'm aware that I can use the car without these features; my frustration comes from the fact that the features were broken from the beginning and the fact that I can't seem to get any information about when the issues might be resolved.

I understand that and you're justified in your frustration. I agree with @RickMachE that you should check out the thread he mentioned. In my experience the members of this board are far more knowledgeable about the vehicle than dealers seem to be.

 

[phil]

I think I can explain what's going on here:

Expectations are so 2019.

 

[KevinS]

I've had a few strange charging issues (suddenly stops charging, then starts again, etc.), but in general it does seem to be driving properly. The problems are primarily with FordPass (which I see as critical for an EV, even if others may not), every feature listed under "Connected Vehicle Features," and Hands-Free BlueCruise. The car is also not receiving any updates.

The car is literally brand new. A brand new car should work as intended (and how can I trust it when it hasn't worked properly since day one?). Ford should be doing all they can to make it right. All I'm really looking for is information and transparency, and I just keep getting pushed off and ignored.

paging @Ford Motor Company

 

[Mets0903]

The one thing I am not sure of is, did you at all log on to the Ford website and activate the connected services to get your trial of Connected Built-in Navigation and Blue Cruise? Your rep may have set up the app for you but, that was probably just to connect to the car and not to get your connected services up an running. You get a free trial and then, should you wish to continue using them, you will pay a subscription fee. I am pretty sure that may solve a few of these issues. As far as the app being so critical for the operation of the EV, I think you're ahead of yourself. Aside from the ability to remote start/lock/unlock, the app is just an a convenient information center and, if you're not using PAAK, is not critical to the operation of the vehicle.

When I go to the "Connected Services" section of FordPass, I see BlueCruise (for example) as Activation Pending with "--/--/----" as the expiration date. When I click "Manage" it waits a few seconds and then brings me right back to the same place. When I go to the "Connected Services" section of my account on the Ford website, the same thing happens.

What's interesting is that when I click on "My Mustang Mach-E" on the Ford website, it shows me all of the car's details and doesn't say the car is in "deep sleep" (as it does in the app), even though it shows it hasn't updated since the day I bought the car. When I go to "Connected Services" through there I end up with the same roadblock described above.

Any thoughts? Thanks for your help.

 

[SprManKalEl]

When I go to the "Connected Services" section of FordPass, I see BlueCruise (for example) as Activation Pending with "--/--/----" as the expiration date. When I click "Manage" it waits a few seconds and then brings me right back to the same place. When I go to the "Connected Services" section of my account on the Ford website, the same thing happens.

What's interesting is that when I click on "My Mustang Mach-E" on the Ford website, it shows me all of the car's details and doesn't say the car is in "deep sleep" (as it does in the app), even though it shows it hasn't updated since the day I bought the car. When I go to "Connected Services" through there I end up with the same roadblock described above.

Any thoughts? Thanks for your help.

Then you might need to contact Ford regarding this issue setting up these connected services. I hate to say that but, I am not that familiar with the setup and mine went through easily. I would hate to steer you incorrectly but, I am pretty confident the reason that the BCHF does not work as expected is that it is a subscription that you're not complete subscribed to.

 

[Arsenic17]

When I go to the "Connected Services" section of FordPass, I see BlueCruise (for example) as Activation Pending with "--/--/----" as the expiration date. When I click "Manage" it waits a few seconds and then brings me right back to the same place. When I go to the "Connected Services" section of my account on the Ford website, the same thing happens.

Any thoughts? Thanks for your help.

Got my car about a month ago. My app still shows the -/-/- for expiration dates on everything. However, connected maps and Hands-free work fine on my car. Might be barking up the wrong tree.

 

[Warp Asylum]

When I go to the "Connected Services" section of FordPass, I see BlueCruise (for example) as Activation Pending with "--/--/----" as the expiration date. When I click "Manage" it waits a few seconds and then brings me right back to the same place. When I go to the "Connected Services" section of my account on the Ford website, the same thing happens.

I had the same issue when I picked up my 23 a week or so ago, and in my case it turned out that the dealer had not yet submitted the final sale confirmation to Ford. I was on the phone with the sales rep when they did, and BlueCruise, etc almost immediately moved from Activation Pending to Activated, and it worked when I tested it later that day. It then took a few days for the expiration date to show up properly.

 

[nmope]

This thread made me check my app as it’s been a little over a month since I picked up my GTPE. bluecruise came with the vehicle so is this screen ok?

 

[fayt349]

?

 

[Deleted member 10520]

I too had major issues with my car right off the lot. While fordpass was fine, the infotainment system would go dark making it impossible to make changes to climate or radio. It took about a month for things to straighten out, but it was worth the wait. While waiting I actually ordered another EV (in case mach-e continued to be buggy), but when it arrived I gladly stuck with the mach-e. I share this with you to encourage you to push for progress but also be patient. It’s hands down the best care I’ve owned. Hopefully Ford social media reaches out to you, I think they were pretty helpful in my situation. Good luck!

 

[Warp Asylum]

What's interesting is that when I click on "My Mustang Mach-E" on the Ford website, it shows me all of the car's details and doesn't say the car is in "deep sleep" (as it does in the app), even though it shows it hasn't updated since the day I bought the car. When I go to "Connected Services" through there I end up with the same roadblock described above.

This won't help the Connected Services issue (which is really a backend account thing in Ford's system, not really FordPass specific), but for communicating with your car through FordPass, you can try removing the car from FordPass and re-adding it.

You can also try the typical smartphone app things of clearing cache, clearing data, etc for FordPass to see if that helps. Not related to FordPass, but I had an Android Auto issue that resolved after I cleared data (not just cache in my case) for the app.

 

[Warp Asylum]

I share this with you to encourage you to push for progress but also be patient. It’s hands down the best care I’ve owned.

Also this. Keep trying to get things working because the car is pretty great once you do!

 

[dmitry]

Let's put FordPass to the side for a second. When I go to "Connectivity" and then touch "Connected Vehicle Features" it says "Please Wait" for about 10 seconds and then nothing happens. No drop down menu - nothing. Also, there is no "expiration" date for HandsFree BlueCruise; there are just two dashes there and the feature does not work.

I've seen examples of both of these issues on this forum, and they were not resolved (IF they were resolved) with "workarounds." The dealer has tried to update the gateway module several times and it has failed each time. Maybe you are right and there is another fix, but it doesn't seem to be a simple "workaround." And if it is, then Ford should just tell me that and I'll be thrilled.

I had the same problems with my GT when I pick it up from the dealer. I decided to do nothing and just enjoy my new toy. Later, after a few days, FordPass started working properly, in settings all services were connected and bluecruise was activated.

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