SVS.. My turn

[EELinneman]

I know, that you know, that I'm in that camp of people who think the recall should be a replacement.

The #1 reason that I think it should be a recall replacement is because ever since day 1 that this was announced I knew that software wouldn't fix hardware unless it severely neutered us. In the first 15 days of this month we have had 7 members with the recall applied that got SSN, full bricked cars. Additionally, you have people like me that couldn't even make it home while on a road trip. I was actually planning to pay for a replacement when I got home from that vacation and I never made it. So scheduling a replacement, instead of it happening at random, is a big thing for a lot of people.

Lastly, while sure there's some crazy long waits, most people are a little hyperbolic and lack patience so an actual wait of 14 days is made to seem like it's been 1.5 years. Based on my data it looks like 10-15 days is about average with a few outliers each way.

Todd,

I think it would be different if 2 things were to happen.

1. Ford has and communicates a coherent plan. From what I have seen, it's a random chance that your failure will end up at a dealer who knows how to work this, and that they have been told correctly by Ford how to secure the replacement part.

2. Ford had a plan to communicate to owners what is happening, what they are doing and the process so that the owners who are losers at the HVBJB lottery have some visibility and assurance that this is a known and relatively easy issue to deal with. As it is now, this is a black hole with no ETA, no communication and nothing but confusion.

At the core, this is Ford not knowing how to be in the customer service business. Problems and complaints about Ford communications are legion here. From the original reservation to recall and likely lemon law for many, there is really, really poor communication from Ford and the dealers.

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[EELinneman]

Extremely good points. The more I think about it the more I think you are right…. And God help Ford if these new parts don’t actually fix the problem.

And, if the F-150 Lightnings start failing, Ford itself is in trouble. At a minimum, that asshat in the UK who keep making promises about their BEV business should be shown the door. Today.

 

[PalsyWalsy]

I called this number and got a case assigned for my SVS (P0ADE HVBJB also), but I haven't had any follow up calls from them. I gave the case number to my dealership when I loaded them up with the details when I scheduled my service visit. What does the case number do for us?

I said it in another thread, but just keep politely poking, including the @FordMotorCompany as I always referenced my case. They reached out to the dealer and the dealer ended up keeping me in the loop as things went along every 2-3 days (did not need an update everyday when parts were in transit or weekends).

My vehicle was completed in 17 days for the HVBJB, 10K check up, and two module repairs that threw system faults. Was also reimbursed for a months payment on the vehicle and offered a reim for a rental if I had got one (I did not).

So I could complain I had to reach out a few time to poke them, but once I did it a few times, they always followed back up with me in the ladder half of those 17 days. Just stay with it and you will be less stressed unless you bring the stress to them.

 

[tannerk89]

I called this number and got a case assigned for my SVS (P0ADE HVBJB also), but I haven't had any follow up calls from them. I gave the case number to my dealership when I loaded them up with the details when I scheduled my service visit. What does the case number do for us?

Like someone else mentioned, you will need to be an advocate for yourself with the customer experience specialists at first. Once I had a a case number I was able to call back, reference that number and ask the specialist to escalate the parts request from the dealer. I also basically exclusively talked to the customer experience specialist and asked them to get updates from the dealer for me. They started following up by email after that once a week minimum.

They also have the ability to reimburse for expenses related to the warranty repair. For example - they are paying my car payments and gas for the loaner I received. Keep receipts if you do incur any expenses. They also helped push the dealer to get me a loaner.

 

[Murse-In-Airy]

SO MANY GREY BARS!!
This Mustang has been Gelded.

I ended up getting off work 2.5 hours late when someone had a medical emergency requiring my services close to the end of my shift. Still had a 4.5 hour drive home. While driving home I called the dealer, Davidson Ford of Watertown NY. My mechanic is off work this week. No big deal, it’s Friday. I asked if there was any way to at least get the parts on order to get the ball rolling for whenever the mechanic does get back? So they told me to swing by with the car when I get back to town.

Also while driving I called the BEV team and got a case number started. When I get a rep I’ll try to get parts expedited.

Home from work. Jumped out of the rental and into my MME. I’ve never seen so many grey bars

 

[Murse-In-Airy]

The dealer acknowledged the DTC and tried to get the parts on order. The parts guy says it shows back order with no fulfillment date. So he threw me an estimate of “months.” I’m sure with some intervention from the BEV team I can talk someone into expediting this. So far Davidson Ford is killing it letting me sneak in and read the code so they could order parts.

 

[heisnuts]

The dealer acknowledged the DTC and tried to get the parts on order. The parts guy says it shows back order with no fulfillment date. So he threw me an estimate of “months.” I’m sure with some intervention from the BEV team I can talk someone into expediting this. So far Davidson Ford is killing it letting me sneak in and read the code so they could order parts.

I suspect if they put in an urgent order for the part it will come in within a week. Since they know you at the dealership I am sure they will do everything in their power to make it happen as soon as possible. Fingers crossed for a speedy repair for your GT.

 

[Mach-Lee]

The dealer acknowledged the DTC and tried to get the parts on order. The parts guy says it shows back order with no fulfillment date. So he threw me an estimate of “months.” I’m sure with some intervention from the BEV team I can talk someone into expediting this. So far Davidson Ford is killing it letting me sneak in and read the code so they could order parts.

They need a case to order it, after which it should arrive in 3-5 business days. Ford is holding them on a per-case basis. Tell them to order it anyway no matter what it says.

 

[Murse-In-Airy]

They need a case to order it, after which it should arrive in 3-5 business days. Ford is holding them on a per-case basis. Tell them to order it anyway no matter what it says.

They Did. The parts guy, Cody, is great. Though he had his buddy Jack help me out today and he was right on top of things too.

 

[dtbaker61]

I’m beginning to think these failures are actually a good thing, as long as it is not on a road trip. The challenging part is getting the parts and a dealer who has an EV tech with the time and desire to replace it. In my case the part took less than two weeks to get in, but even with the part there the dealer says it will be another two weeks before they will have a tech with the time to install it.

I know a lot of people here think this should be a replacement recall across the board, but seeing how long it is taking most dealers just to handle the failures, I can’t imagine how bad it would be if everyone was trying to get in at once.

Hardware recalls can be scheduled not to happen 'all at once', but when parts are in, and shop time is scheduled.

Waiting for failure of a known 'weak part' cannot be scheduled, and bound to happen... sometime

The recall *should* be expanded to include pre-authorized HVBJB replacement to all 50k affected vehicles. Dealers could then go thru their customer list and schedule recall work in an orderly fashion with parts available when we roll in the door for a scheduled appointment.

 

[HuntingPudel]

Bummer your son got the SVS Rod. ??

I agree with @Mach-Lee that there simply are not enough trained EV techs. I have seen posts on this forum by people saying that their dealer shares an EV tech with another dealer, so the tech only works part time for each dealer. That is absolutely nuts. Ford should not let this happen.??

 

[heisnuts]

Hardware recalls can be scheduled not to happen 'all at once', but when parts are in, and shop time is scheduled.

Waiting for failure of a known 'weak part' cannot be scheduled, and bound to happen... sometime

The recall *should* be expanded to include pre-authorized HVBJB replacement to all 50k affected vehicles. Dealers could then go thru their customer list and schedule recall work in an orderly fashion with parts available when we roll in the door for a scheduled appointment.

I completely agree it should be a full part replacement recall, but I am also a realist. Given the current state at almost every dealer it would take years to replace all the HVBJBs. It would also make it so when a MME really did fail that car would be put out several weeks if not months due to the case load. At least with the software recall the driver is notified of an imminent failure so they can drive the car to the dealer for the repair.

I also agree with everyone who says it is Ford”s problem, but again, being a realist I understand Ford has no authority to make the dealers hire and train thousands of EV techs and make them get the recall done in a reasonable amount of time.

As you know I am going through this right now. Even with Ford calling my dealer it took about two weeks to get the part (I actually think the part came in a lot sooner but they never let me know until I called the parts department directly after two weeks) and once the part arrived they are telling me it will be another two weeks before they will have the tech time to install the new part. I am currently their only MME with a HVBJB replacement. Can you imagine what a cluster it would be if all 50,000 MMEs were all of a sudden recalled? Even if you tried to have dealers reach out (which would be completely voluntary on the dealers part), once the public learned of the recall there would be a lot of people calling the dealers demanding they be put at the head of the line.

 

[phil]

The dealers just aren't staffed for this and it could turn into a customer service nightmare worse than now if Ford offered replacements to everybody at once.

That may well be.

But I am old enough to remember when major American auto manufacturers were actually capable of servicing the cars they sold, and their customer service was not a nightmare.

I wonder whether we will ever see such marvels again.

 

[2021-MMEx-RT1]

But I’m glad my 17 year old son got the “Service Vehicle Soon” as opposed to the complete full brick of “Stop Safely Now”. Especially as I’m 4 hours away on a 24 hour shift and he would shit himself if he thought he broke my GT-PE. Nobody needs those stains on the seats.

Yeah, and the perforations on the seats would be a nice strainer for the bigger chunks...

 

[Murse-In-Airy]

Just to keep the thread updated, still no part. My local parts guy says it shows back order with no ETA. The BEV team hasn’t made any attempt to contact me. When I called them, I was told they’ve marked the part to be expedited but won’t know anything until after it’s shipped. (Basically I felt like I was being told “Don’t call us. We’ll call you.).
In the meantime I’m still driving my car around town. Amazing how much your efficiency an go up when the car accelerates like mom’s minivan.

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