Recommendations: Reimbursement for Front Camera Replacement Under Warranty

[Jd43325]

Hi all,

I’m seeking advice on how to handle a situation with my 2021 Mustang Mach-E. While under the new vehicle manufacturer’s warranty, I took the car to the dealer twice for the error message “pre-collision assist not available.” Despite providing evidence of 69 recorded error messages in the FordPass app, the dealer claimed they couldn’t replicate the issue. They dismissed my concerns, citing a DTC code to disregard the message, but this message obviously prevents pre-collision assist and BlueCruise from operating, a key safety features I paid extra for.

After the warranty expired, I took the car to another dealer, who immediately diagnosed the camera fault and recommended replacing the camera. They stated the original dealer should cover the repair cost as they were unable to diagnose the issue, but after several unanswered calls and emails, I paid the bill because I needed my car back. I sent a certified letter to Ford Customer Service about this issue with no response.

Do you have any recommendations on how I can be compensated for the repair costs?

Thank you!

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[Mach1E]

Hi all,

I’m seeking advice on how to handle a situation with my 2021 Mustang Mach-E. While under the new vehicle manufacturer’s warranty, I took the car to the dealer twice for the error message “pre-collision assist not available.” Despite providing evidence of 69 recorded error messages in the FordPass app, the dealer claimed they couldn’t replicate the issue. They dismissed my concerns, citing a DTC code to disregard the message, but this message obviously prevents pre-collision assist and BlueCruise from operating, a key safety features I paid extra for.

After the warranty expired, I took the car to another dealer, who immediately diagnosed the camera fault and recommended replacing the camera. They stated the original dealer should cover the repair cost as they were unable to diagnose the issue, but after several unanswered calls and emails, I paid the bill because I needed my car back. I sent a certified letter to Ford Customer Service about this issue with no response.

Do you have any recommendations on how I can be compensated for the repair costs?

Thank you!

Your best bet will be contacting the EV specific team at Ford.

But as you’ve found out, trying to get money back after the fact is going to be an uphill battle.

The problem you may be facing is that the “pre-collision assist not available,” doesn’t necessarily mean your camera is faulty, it could simply be dirty. And trying to prove something after the fact is difficult.

Are your roads muddy/wet? Just got back from a vacation last week and on my rental car had to wipe off the backup camera multiple times a day due to the muddy road conditions.

 

[Teslaeata]

You should be able to get your money back, I did on an unrelated fault.

Depends on the amount of goodwill that exists!

You probably have a better chance if you had it serviced regularly, on time and in accordance with the maker’s specifications.

However, given that you drew the line in the sand before warranty run out by reporting the fault, that the fault existed, not when they repaired it, is the important point because the car was under warranty when it faulted.

Take no shit, focus their minds, make them aware you’re not going away until they sort it?

 

[Tomm]

If you have the time to make it a hobby, small claims court will get their attention.

 

[Jd43325]

Your best bet will be contacting the EV specific team at Ford.

But as you’ve found out, trying to get money back after the fact is going to be an uphill battle.

The problem you may be facing is that the “pre-collision assist not available,” doesn’t necessarily mean your camera is faulty, it could simply be dirty. And trying to prove something after the fact is difficult.

Are your roads muddy/wet? Just got back from a vacation last week and on my rental car had to wipe off the backup camera multiple times a day due to the muddy road conditions.

I can see what you mean by that fault message doesnt necessarily mean the camera is faulty.

Thankfully roads by me are not muddy, I received the message multiple times each month of the year so I can't see the weather having anything to do with it.

Luckily, since they replaced the camera, I havent had an issue

Do you know how to contact the EV specific team at Ford? I've called the customer service number several times without much help.

 

[Jd43325]

You should be able to get your money back, I did on an unrelated fault.

Depends on the amount of goodwill that exists!

You probably have a better chance if you had it serviced regularly, on time and in accordance with the maker’s specifications.

However, given that you drew the line in the sand before warranty run out by reporting the fault, that the fault existed, not when they repaired it, is the important point because the car was under warranty when it faulted.

Take no shit, focus their minds, make them aware you’re not going away until they sort it?

Luckily I have had it serviced regularly at the 10k, 20k and 30k marks.

 

[Teslaeata]

Luckily I have had it serviced regularly at the 10k, 20k and 30k marks.

Go for them!

 

[dpath]

i had a similar situation with my 2021 Premium EX. I reported the front camera fault message to my local dealer before the warranty ran out. They couldn’t duplicate the problem and so didn’t fix it. The fault came back several times after the warranty expired so I took it back to the same dealer. They diagnosed the problem and provided a $1,500 repair estimate. I immediately called Ford EV and asked for assistance. Ford took a few days to research it and offered to pay about $1,100 of the cost. Additionally, they offered me a free comprehensive 3 year extended warranty on the car which I accepted. The fault hasn’t returned and I like having an extended warranty so I’m very pleased with Ford’s response to my problem. Hopefully, the will come through with a similar resolution for you.

 

[Jd43325]

i had a similar situation with my 2021 Premium EX. I reported the front camera fault message to my local dealer before the warranty ran out. They couldn’t duplicate the problem and so didn’t fix it. The fault came back several times after the warranty expired so I took it back to the same dealer. They diagnosed the problem and provided a $1,500 repair estimate. I immediately called Ford EV and asked for assistance. Ford took a few days to research it and offered to pay about $1,100 of the cost. Additionally, they offered me a free comprehensive 3 year extended warranty on the car which I accepted. The fault hasn’t returned and I like having an extended warranty so I’m very pleased with Ford’s response to my problem. Hopefully, the will come through with a similar resolution for you.

Do you know the number for FordEV? I seem to be only finding the the normal Ford number

 

[dpath]

The number I called was (800) 392-3673. Good luck.

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