Recall and still waiting

[Options]

I received a letter from Ford that the part was available to replace the high-voltage battery box. Scheduled the appointment and dropped the car off on 5/8/24 to Performane Ford in East Hanover NJ. Today's status is the same one I have been receiving for weeks. It should be ready by the end of the week. The service manager states it isn't the dealer, Ford cannot get the software right. Three weeks and counting (for a Mache GT) changed my mind about the car.

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[bshaw]

Do they have the part on-hand and been working on your vehicle, or are they waiting for parts to come in?

 

[Options]

They told me it was a software download, not the part

 

[bshaw]

They told me it was a software download, not the part

Strange -- FDRS (dealer software update tool) is like the easy part, seems like taking the battery tray down and up again would be the hard part.
Sorry you're stuck. Possibly dealer doesn't have any techs who can figure out how to coax FDRS into completing the required steps.

 

[Options]

Thanks

 

[Ford Motor Company]

I received a letter from Ford that the part was available to replace the high-voltage battery box. Scheduled the appointment and dropped the car off on 5/8/24 to Performane Ford in East Hanover NJ. Today's status is the same one I have been receiving for weeks. It should be ready by the end of the week. The service manager states it isn't the dealer, Ford cannot get the software right. Three weeks and counting (for a Mache GT) changed my mind about the car.

Hello! Send us a private message with your VIN and current mileage. Allow me to see what I can do to assist. Thanks!

 

[Options]

3FMTK4SE0MME00209
16700 miles
I called Ford corporate and set up a three way conference call. The dealer promised the car by Monday 6/2/24
Thanks for your concerns

 

[luckie]

Well there was a pause placed on updating software modules and performing the HVBJB replacement recall, since the trouble with 1-PD mode and apparently other software glitches. But I had heard that pause had ended weeks ago. Yet may maybe not?

 

[claytionthecreation]

Don’t waste your time with the social media reps on here. Ford customer service is terrible and all this person is going to do is what you have done. Call Ford support and get connected to EV support. They won’t do much either but at least they will start a case for you.

This is the way with Ford and their dealers. Long delays for repairs due to poor communication between delays and Ford, not enough techs at dealers, and unwillingness of dealers to want to service or deal with EVs. It’s a messed up way to do business and treat customers.

 

[Options]

Thanks for the insight

 

[PaulSch]

Don’t waste your time with the social media reps on here. Ford customer service is terrible and all this person is going to do is what you have done. Call Ford support and get connected to EV support. They won’t do much either but at least they will start a case for you.

This is the way with Ford and their dealers. Long delays for repairs due to poor communication between delays and Ford, not enough techs at dealers, and unwillingness of dealers to want to service or deal with EVs. It’s a messed up way to do business and treat customers.

That's been my experience with my local Ford dealer. Scheduled a few months ago for the HVBJB recall work. At the time I made the appointment, they said they had the part in stock (flagged for me). Took it into the dealer - no part available. Apparently had been given to another customer. Just great! Dealer ordered another part and flagged it for me. Called day before appointment to confirm part in stock. Brought car in and on day 2 got a call saying they were still working on another Mach-e (HVBJB recall) and could not get to mine that week after. Picked up my car. Made appointment for 3rd time. Was promised they would be able to get me in for sure. Called morning of appointment and told, NOPE, there is another Mach-e using the equipment (battery sled and EV tech) and that I would need to make a 4TH appointment. Sick of the run-around with this dealer (same one I bought the car through 2 years ago). Have left messages for service manager who never calls me back. Have even gone into the dealer to talk with the service manager and told not available. Great way to retain Ford customers. NOT!

 

[Options]

My daughter bought an explorer three years ago from the same dealer I bought my mache. Without a lot of detail she has similar experiences. Ford must find a way to upgrade their dealer network if they want to improve customer loyalty.

 

[claytionthecreation]

There is something wrong with the payment system from Ford and dealers. I’ve heard there are quotas for repairs. Things like transmissions, engines, all these major MachE issues, have a limit on how many can be repaired for week month.

For example I had a dealer, who I’ve done a lot of business at, tell me they wouldn’t fix my recall unless we complained about it. This was the CO in the cabin of Explorer issue. It was a major issue and Ford was forced to fix it per a court order/settlement. I had another dealer closer to me tell me they flat out wouldn’t fix the recall because I didn’t purchase the vehicle from them. When I called Ford CS I was told “well they are independent dealers.” Wtf Ford?

In my example I was told by the president/owner of the dealership the there was money designated by Ford for the fix. So why the circus act with getting it fixed lol

 

[Options]

Update. Although the dealer seems to have discretion over warranty work they actually got the car back to me three days earlier from the promised date given when Ford corporate was on the conference call.

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