SSM 49730 - Phone As A Key (PAAK) Concerns Of Bluetooth Disconnected, UnableTo Start, Backup Code Needed And/Or Key Not Detected

[Jimrpa]

What kind of phone do you have?

iPhone 12 Pro Max running iOS 14.2

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[Jimrpa]

Tell your service advisor to learn how to do his job. If you give him your VIN he can put it into OASIS and see the SSM if the goes to the TSB/SSM/GSB list. Super simple and I don't even work for Ford. Even the salesman can look this up.

The way I find these SSMs is by doing exactly what your dealer would do to find it. He doesn't even need your VIN, he can just select 2021 Mustang Mach E in PTS.

Ok, I hate to have to ask this, but could you provide a “script” so to speak of the precise things we should call up the service department and ask them to look up and how we should ask them to look them up? Because, I will tell you right now, here’s how my call to the service department will go:
Me: Hi, this is Jim, I just bought a 2021 Mustang Mach E and I’ve heard that there are some updates dealers have to do?
Ford Service: (immediately, without checking) We haven’t heard anything about the Mustang Mach E yet.
Me: Could you check? It is supposed to be documented in your online systems?
Ford Service: (barely audible sigh) Ok, one moment ... (faintly) Hey Joe, you hear anything about any Mach 1 updates? Customer says he heard the Mach 1 was updated? Other guy: I didn’t think the Mach 1 was coming out until later this year? You sure he doesn’t mean a Raptor? First guy: yeah, he probably meant a Raptor or a Focus RS or something. I’ll tell him we don’t have anything
Ford Service: Sir, I just checked and there aren’t any updates for the Mustang Mach S yet. I’ll keep you posted if we hear anything.
Me: (sigh) Thanks! I appreciate it (click)
So, as you can see, I need to tell them, almost keystroke by keystroke what to do. They just don’t know.

 

[BMT1071]

Ok, I hate to have to ask this, but could you provide a “script” so to speak of the precise things we should call up the service department and ask them to look up and how we should ask them to look them up? Because, I will tell you right now, here’s how my call to the service department will go:
Me: Hi, this is Jim, I just bought a 2021 Mustang Mach E and I’ve heard that there are some updates dealers have to do?
Ford Service: (immediately, without checking) We haven’t heard anything about the Mustang Mach E yet.
Me: Could you check? It is supposed to be documented in your online systems?
Ford Service: (barely audible sigh) Ok, one moment ... (faintly) Hey Joe, you hear anything about any Mach 1 updates? Customer says he heard the Mach 1 was updated? Other guy: I didn’t think the Mach 1 was coming out until later this year? You sure he doesn’t mean a Raptor? First guy: yeah, he probably meant a Raptor or a Focus RS or something. I’ll tell him we don’t have anything
Ford Service: Sir, I just checked and there aren’t any updates for the Mustang Mach S yet. I’ll keep you posted if we hear anything.
Me: (sigh) Thanks! I appreciate it (click)
So, as you can see, I need to tell them, almost keystroke by keystroke what to do. They just don’t know.

You could ask them to look up your VIN in the system. You could also provide the SSM numbers that you can find here on the forum.

 

[Kamuelaflyer]

Customer satisfaction. Potential repeat sale. The good salespeople have a long list of customers that come back to them every time they are in the market for a car.

This.

I'm now at the point where I'll literally pay more money to buy a car on the mainland and ship it here at my own expense than to ever buy any make car from any dealer out here.

 

[breeves002]

Ok, I hate to have to ask this, but could you provide a “script” so to speak of the precise things we should call up the service department and ask them to look up and how we should ask them to look them up? Because, I will tell you right now, here’s how my call to the service department will go:
Me: Hi, this is Jim, I just bought a 2021 Mustang Mach E and I’ve heard that there are some updates dealers have to do?
Ford Service: (immediately, without checking) We haven’t heard anything about the Mustang Mach E yet.
Me: Could you check? It is supposed to be documented in your online systems?
Ford Service: (barely audible sigh) Ok, one moment ... (faintly) Hey Joe, you hear anything about any Mach 1 updates? Customer says he heard the Mach 1 was updated? Other guy: I didn’t think the Mach 1 was coming out until later this year? You sure he doesn’t mean a Raptor? First guy: yeah, he probably meant a Raptor or a Focus RS or something. I’ll tell him we don’t have anything
Ford Service: Sir, I just checked and there aren’t any updates for the Mustang Mach S yet. I’ll keep you posted if we hear anything.
Me: (sigh) Thanks! I appreciate it (click)
So, as you can see, I need to tell them, almost keystroke by keystroke what to do. They just don’t know.

Provide the VIN and ask him to run it in OASIS. Provide the SSM numbers. They sound lazy and useless and I would go to a different dealer if it is that bad there.

 

[jhalkias]

FYI . . . I updated to the latest FordPass on iOS, did a hard restart on my phone, and now PAAK is working fine. My dealer found that update, and was supposed to call me back, but since it is working now, I am now not going to bother.

 

[Jimrpa]

Provide the VIN and ask him to run it in OASIS. Provide the SSM numbers. They sound lazy and useless and I would go to a different dealer if it is that bad there.

I wouldn’t say “bad”, I’d just say they’re “mid-century modern” ?

 

[dtbaker61]

Provide the VIN and ask him to run it in OASIS. Provide the SSM numbers. They sound lazy and useless and I would go to a different dealer if it is that bad there.

There are LOTS of lazy/Bad/uninformed Dealers out there. Proactive communication, checking OASIS, and letting us know there are updates available is only the first step. Then, they have to be willing to get trained to execute the updates/service.... which I'd guess many are unwilling to do unless they can get PAID by somebody.

Ford corporate will have to figure out how to do as much as possible with OTA updates proactively, and (I hope) start pushing out SSM notices directly to customers for anything that requires an actual visit to the Dealership Service center so we can decide to schedule Service, or wait for a 'service pack' update and roll multiple fixes into one day at the Dealership.

 

[BMT1071]

There are LOTS of lazy/Bad/uninformed Dealers out there. Proactive communication, checking OASIS, and letting us know there are updates available is only the first step. Then, they have to be willing to get trained to execute the updates/service.... which I'd guess many are unwilling to do unless they can get PAID by somebody.

Ford corporate will have to figure out how to do as much as possible with OTA updates proactively, and (I hope) start pushing out SSM notices directly to customers for anything that requires an actual visit to the Dealership Service center so we can decide to schedule Service, or wait for a 'service pack' update and roll multiple fixes into one day at the Dealership.

Manufacturers rarely inform customers of product improvement updates. If not all vehicles are involved they want to limit their costs, so the updates are only performed on vehicles that are experiencing the concern.
As far as training to complete the updates, it is highly unlikely that the programming procedure differs from other Ford vehicles in any substantive way.
OTAs are obviously much more convenient for the customer and cost effective for Ford. I assume Ford will use them whenever appropriate.

 

[breeves002]

Manufacturers rarely inform customers of product improvement updates. If not all vehicles are involved they want to limit their costs, so the updates are only performed on vehicles that are experiencing the concern.
As far as training to complete the updates, it is highly unlikely that the programming procedure differs from other Ford vehicles in any substantive way.
OTAs are obviously much more convenient for the customer and cost effective for Ford. I assume Ford will use them whenever appropriate.

This is a huge valid point. For all Ford vehicles there are MANY software updates that are released over the life of that vehicle. Ford never tells anyone a new update is out or says what was changed/fixed. However they only get installed by dealers if there is an issue with that system in which a software update is recommended. I spent several hours updating all of the modules in my 2017 Lincoln continental back in 2019. Don't think it changed much but I felt better haha.

 

[mparsh70]

Had the update at the dealer today. Did more harm then good. The phone before the install would work 50 % of the time. Now not at all. Even after reconnecting everything. We will need to see Fords next move on this topic. I now have 2 keys.

How did you get two keys? I’ve gone round and round calling Ford Mach-e “experts” where they said yes you should have received 2 keys! Talk to your dealership, I talk to dealership they say it only comes with 1, they say corporate just doesn’t know. Who do you believe? Either way I’m stuck with PAAK not working more than half of the time! I just want a dummy key that can open the door and let me turn on car. I want to use phone, so convenient, until it’s not, too sporadic right now so want to know how people got another key!

 

[Kamuelaflyer]

How did you get two keys? I’ve gone round and round calling Ford Mach-e “experts” where they said yes you should have received 2 keys! Talk to your dealership, I talk to dealership they say it only comes with 1, they say corporate just doesn’t know. Who do you believe? Either way I’m stuck with PAAK not working more than half of the time! I just want a dummy key that can open the door and let me turn on car. I want to use phone, so convenient, until it’s not, too sporadic right now so want to know how people got another key!

The Mach-e comes with a single key fob. You can purchase an additional fob through Ford or a third party such as Car and Truck Remotes. Right now additional MME fobs are in very short supply and are fairly expensive.

 

[jsteach]

I called my dealer today to try and get scheduled for this. Three times today I had to use the Pilar code to get in, and the start code to drive. Then the car starts up, CarPlay connects, and the display says no key detected. ?

Same here, no key detected. Make a pass code, no pass code works.

 

[dtbaker61]

Same here, no key detected. Make a pass code, no pass code works.

I have found that it 'helps' to turn off bluetooth on your phone, and then turn it back on as you approach your MME. sometimes if it still doesn't find my phone, you can try using th 'unlock' button on phone FordPass app to re-establish contact.

then, when you get in, set you phone on the shelf under the center display... the proximity seems to help 'find' your Phone-as-key. Sometimes it just takes 10-15 seconds to find your phone, and sometimes hitting the Start button again works....

But if all else fails, the DoorCode to get in, and StartCode to run are not too bad, unless you also have a hot black center console and can't see anything to enter your StartCode.

 

[dtbaker61]

How did you get two keys? I’ve gone round and round calling Ford Mach-e “experts” where they said yes you should have received 2 keys! Talk to your dealership, I talk to dealership they say it only comes with 1, they say corporate just doesn’t know. Who do you believe? Either way I’m stuck with PAAK not working more than half of the time! I just want a dummy key that can open the door and let me turn on car. I want to use phone, so convenient, until it’s not, too sporadic right now so want to know how people got another key!

you only get 1 Fob from Ford.
PAAK might work half the time with certain phones, so make sure you know you doorcode AND set your Backup StartCode. Then, you are set whether PAAK works, or not.

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