Ford49
Member
- First Name
- Jim
- Joined
- Oct 6, 2020
- Threads
- 2
- Messages
- 24
- Reaction score
- 26
- Location
- Canada
- Vehicles
- Mach E Premium
- Thread starter
- #1
If I buy a piece of technology that needs hardware and software to work together, there is generally a Help desk function to assist with problems. A good example would be home security camera systems. They have hardware, software, internet services and cloud servers that all have to work together to function properly. If I have problems, I call or chat with a help desk, with people trained (with scripts) to help you get things working. (not saying they are perfect, just describing the process).
The Mach E is very similar, in that there is hardware, software, internet connections and cloud services that all have to work together to deliver many features of the car (PaaK, android auto, autopilot, connected charging, etc).
Reading the comments of new owners, Ford should put in place the equivalent of the help desk for new owners. Going to a dealer (the old car model) is not very helpful as they generally know less than you do, and will not have the opportunity to learn for a very long time. Dealers are well trained for ICE cars, not at all trained, and likely never will be well trained on software and cloud services that are constantly changing (ie over the air updates).
We need a place to call to get help quickly. Ford needs a place where they can quickly gather information about issues with the car.
Ford, and all car companies producing software driven features need to adopt the best practices of the software industry.
The Mach E is very similar, in that there is hardware, software, internet connections and cloud services that all have to work together to deliver many features of the car (PaaK, android auto, autopilot, connected charging, etc).
Reading the comments of new owners, Ford should put in place the equivalent of the help desk for new owners. Going to a dealer (the old car model) is not very helpful as they generally know less than you do, and will not have the opportunity to learn for a very long time. Dealers are well trained for ICE cars, not at all trained, and likely never will be well trained on software and cloud services that are constantly changing (ie over the air updates).
We need a place to call to get help quickly. Ford needs a place where they can quickly gather information about issues with the car.
Ford, and all car companies producing software driven features need to adopt the best practices of the software industry.
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