Stop Safely Now Error - Bad Customer Service Experience

[Clinton]

I have a 2023 AWD extended range and got the dreaded “stop safely now” error. Vehicle was dead in the driveway and had to be towed to the dealership. The roadside assistance experience was stressful since they had no idea how to winch the car onto the flatbed. Luckily I did my own research otherwise there would have been damage done. The dealership took two days to even look at the car and claimed that “specialty vehicles” come with delayed service (funny how that wasn’t mentioned during the sale). As of now I still haven’t gotten an assessment of the problem and tomorrow will be my fifth day without my vehicle. Not sure what’s more disappointing, the poor quality control with the vehicle or the lack of support/service from my dealership.

I was pretty happy with my Mach-e up to this point but after just 1 year of ownership I’m really feeling the buyer’s remorse now.

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[Snakebitten]

So did you try any of the forum tricks to see if the SSN error could be cleared and the vehicle back to normal?

Sounds like your dealership isn't a Mach-E supporting dealer?

 

[ack154]

The dealership took two days to even look at the car and claimed that “specialty vehicles” come with delayed service (funny how that wasn’t mentioned during the sale).

That seems like a dumb way to word it, but most service departments I've seen have limited EV certified techs. And this is the problem. Sure, compared to an ICEV, it's probably "special" - but most of them just don't have the staff to properly service them, so the wait times are longer.

 

[Clinton]

That is 100% the issue as I was told they have limited techs to handle the EVs. I had hoped we were moving past the early adopter phase but I guess not. The reality is that we just won’t have the same level of service as we would with an ICEV.

 

[Clinton]

So did you try any of the forum tricks to see if the SSN error could be cleared and the vehicle back to normal?

Sounds like your dealership isn't a Mach-E supporting dealer?

Yep, I tried a 12v reset and a couple of the other things I found here on the forum. I noticed the error popped up in the app a couple more times yesterday after my post so I assume that was a result of the tech actually checking out the vehicle.

The dealership supposedly supports EVs but they don’t seem to have a lot of experience with them. My last service visit (e-brake error) took them some time to diagnose as well.

 

[Clinton]

Update: dealership has been putting calls in with Ford hotline since they have no solutions to the problem. The DTCs they’ve pulled are P0AA6 and P0A10.

 

[Mach-Lee]

Update: dealership has been putting calls in with Ford hotline since they have no solutions to the problem. The DTCs they’ve pulled are P0AA6 and P0A10.

That's a high voltage isolation fault. Could mean part of the battery pack needs to get replaced.

 

[Clinton]

Opened a case with Ford Canada BEV today after more days with no updates from dealership. Dealership provided false information to Ford Canada by reporting they couldn’t reproduce the error. I’ve seen the error triggered in the app several times since they’ve had the vehicle so it has been reproduced. Also triggered again shortly after my call with Ford Canada which tells me they hadn’t even tried since last week (also backed up by the in-app odometer reading).

Still no resolution or indication of the problem.

 

[Clinton]

It’s been just about 4 weeks now and I’m still no closer to a resolution. Dealership still hasn’t done any repairs and to date, all that they’ve done is a PCM update. Words can’t express how frustrated and disappointed I am by this whole situation.

Any advice from anyone here on what my options are?

 

[HuntingPudel]

It’s been just about 4 weeks now and I’m still no closer to a resolution. Dealership still hasn’t done any repairs and to date, all that they’ve done is a PCM update. Words can’t express how frustrated and disappointed I am by this whole situation.

Any advice from anyone here on what my options are?

The only things I can offer are that if there is another dealer near you to have the car moved and that if you haven’t already asked Ford to, get a Field Service Engineer involved. Sorry that you are being subjected to this soap opera. ??

 

[Clinton]

The only things I can offer are that if there is another dealer near you to have the car moved and that if you haven’t already asked Ford to, get a Field Service Engineer involved. Sorry that you are being subjected to this soap opera. ??

Thanks Steve,

As it turns out, Ford Canada contacted me today and said they were assigning a field service tech. Makes me wonder if they monitor these forums.

Dealership also reached out later in the day to let me know of parts they need to replace. Unfortunately one of them, the SOBDM (onboard charger), is back-ordered with no ETA on availability. The other replacement was related to the cabin coolant/heater. Guess I need to start harassing Ford Canada now to get the inventory straightened out.

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