Warranty Issues

[ODSTHotPockets]

Hey there, I’m in Western Washington, and I’m working though some issues with my Mach-E. It’s been at the dealership for over a month now, and I’m not sure if it’s a car issue or a dealership issue.

My Mach-E is an Extended Range AWD. It came from a dealership in Port Townsend WA, but was picked up at a dealer in Puyallup WA.

I got the vehicle at the end of September. Starting in November I'd get messages around "12v Battery drained" or "12v Battery Low" plug-in to recharge.

The dealer updated the firmware in November, and I kept getting the messages. I found if I left the car plugged in most nights it would not happen. As it was cold most mornings, I wanted to pre-condition the car, so charging on a regular basis was not a deal killer for me.

I ended up staying overnight away from home in January. When I went to start my car in the morning it was 100% dead. I had to find a “Juice box” to open the frunk and then jump the car.

I took the car to the dealer, and they replaced the 12v battery at the end of January.

Then it died when I was in Seattle overnight at the start of February. It took 3 weeks for the dealership to fit me in for an appointment.

I'm passing 40 days new that the dealership has the car, and they can't identify the drain. I do know that if they leave the car in the lot it will discharge over the next day or two.

I called ford, and they told me that software upgrades and a battery replacement do not count as a repair attempt, and that talking to the service advisor there has been no fix attempts just “Diagnosis” time.

Ford also informed me that the dealership service manager is not calling them back and that the open ticket, that my car is in the shop for does not indicate the same problem as before with the 12v system.

Has anyone else had to deal with this, and are there any tips or hints you have for navigating this?


I’m pretty frustrated and at a bit of a loss. I’ve been driving the dealerships loaner vehicle the whole time, which is nice, but not my Mach-e. Also, I feel like I paid for a rolling brick.

any help or advice would be appreciated.

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[ReverendPete]

Wow, that's a long time to be diagnosing a 12v battery problem! So sorry you're going through that! I am guessing you've already run across this thread, but though I would post it anyway: https://www.macheforum.com/site/threads/12v-battery-faq.32744/ Mach-Lee is a major force for good on these forums, and has written up an extensive FAQ about the 12v system.

 

[ODSTHotPockets]

Wow, that's a long time to be diagnosing a 12v battery problem! So sorry you're going through that! I am guessing you've already run across this thread, but though I would post it anyway: https://www.macheforum.com/site/threads/12v-battery-faq.32744/ Mach-Lee is a major force for good on these forums, and has written up an extensive FAQ about the 12v system.

Thanks ReverendPete!

I did read this, and Mach-Lee knows more about the 12v system then I know about cars! It was super informative and educational.

I think my biggest questions are around the diagnosis period. I know at some point the service manager said they were calling in a Ford Field Technician, but I've not heard back from the dealership in about 2 weeks. I'm wondering if it is worth taking the car to another dealership. I do know mine is designated as an "EV Hub", so my assumption is that they would be more knowledgeable.

 

[AliRafiee]

Which dealership?

 

[ODSTHotPockets]

Which dealership?

Korum Ford in Puyallup.

 

[AliRafiee]

Kirkland Ford has been descent for the past 10 years I’ve gone to them for warranty stuff.

 

[Mjtee2]

Evergreen Ford Service Department in Issaquah (Sophia) has been really good with our 3 Mach-E’s.

 

[ChehRob]

Lemon law? Document everything and every contact and conversation.

 

[ODSTHotPockets]

Lemon law? Document everything and every contact and conversation.

I think I'm getting to that point. I'm wondering if I should be reaching out to the dealership or Ford anymore at this point or just seek counsel on the matter.

 

[ChehRob]

There are forum threads on the topic. I've occasionally scanned a few of them, but recommend you read them closely.

 

[Ford Motor Company]

Hey there, I’m in Western Washington, and I’m working though some issues with my Mach-E. It’s been at the dealership for over a month now, and I’m not sure if it’s a car issue or a dealership issue.

My Mach-E is an Extended Range AWD. It came from a dealership in Port Townsend WA, but was picked up at a dealer in Puyallup WA.

I got the vehicle at the end of September. Starting in November I'd get messages around "12v Battery drained" or "12v Battery Low" plug-in to recharge.

The dealer updated the firmware in November, and I kept getting the messages. I found if I left the car plugged in most nights it would not happen. As it was cold most mornings, I wanted to pre-condition the car, so charging on a regular basis was not a deal killer for me.

I ended up staying overnight away from home in January. When I went to start my car in the morning it was 100% dead. I had to find a “Juice box” to open the frunk and then jump the car.

I took the car to the dealer, and they replaced the 12v battery at the end of January.

Then it died when I was in Seattle overnight at the start of February. It took 3 weeks for the dealership to fit me in for an appointment.

I'm passing 40 days new that the dealership has the car, and they can't identify the drain. I do know that if they leave the car in the lot it will discharge over the next day or two.

I called ford, and they told me that software upgrades and a battery replacement do not count as a repair attempt, and that talking to the service advisor there has been no fix attempts just “Diagnosis” time.

Ford also informed me that the dealership service manager is not calling them back and that the open ticket, that my car is in the shop for does not indicate the same problem as before with the 12v system.

Has anyone else had to deal with this, and are there any tips or hints you have for navigating this?


I’m pretty frustrated and at a bit of a loss. I’ve been driving the dealerships loaner vehicle the whole time, which is nice, but not my Mach-e. Also, I feel like I paid for a rolling brick.

any help or advice would be appreciated.

Hi there! Will you send us a message with your VIN and your local Ford dealer? I can look into things on my end.

 

[ODSTHotPockets]

An update on this.

My ford dealer got in touch with the field engineer and let me know that, Ford is aware of the issue I’m experiencing. The issue has happened before and that the belief is that the telematics module, which the service Manger Described as “the module that sends the information out to the cloud has corrupted software”.

He said the issue is not documented very well as of yet and that is why they were having such a hard time identifying it. Their solution was to reset(reload) the software within the telematics module, ensure that all updates are completed. As part of this, they had to replace the battery again (battery #3) as part of this process,

The dealership also asked that I fully delete the app off my phone, then download it and re-login, and let me know if there any further faults if there Ford will have to replace the telematics module.

The next morning I had an “electrical system drained, service required” message. Looking on the Ford dashboard my 12v system was in the low 40’s percentage charge wise.

I did not hear back from the dealership for a few days, but then a got an email and in app message that my access was removed from the Fordpass app, and a master reset was done on the car.

after 3 days my service manager sent me the following text.

“Good afternoon, we needed to load your car on our shop account, it went well, and ill see if there are any warnings throughout the weekend. I won’t be back in the office until Tuesday. I’ll reach out to you at that point. Have a good rest of your weekend.”

I have a bunch of questions around this fix. My guess is the telematics module was draining the battery, but the removing of my access from the app is confusing and concerning. I’m also approaching 40 days in the shop for this issue, and my irrational fear is I’m going to be given the vehicle back only to have it leave me stranded the next time I park it overnight somewhere without charging it.

has anyone here experienced this? Doe it make sense from an electrical standpoint?

 

[heisnuts]

I would delete and reinstall the app on your phones and I would also change the password on your Ford Pass account just to ensure you did not have any third party apps that had access to your account and was constantly pinging the car draining the battery.

If you wanted to test it, you could go down and do a master reset, pair your phone back to the car and then let it sit at the dealer for a few days to see if it goes dead.

 

[ODSTHotPockets]

Thanks for the reply Heisnuts. I did as they asked, and reinstalled the app. There was still battery drain afterwards. I don't have any 3rd party apps running, or authorized. I saw that as a probable cause in a post by Mach-Lee.

I guess coming from a hardware/software background I don't want this to be the old trope "Well I could not reproduce it on my system" type of thing. I also am unsure why the dealer removed the car from my account. I would hope there was some level of tiered access where they can monitor the car, and not gack the vehicle from my account. It came with all sorts of nice warnings about all my connected services being discontented because of the new owner.

 

[AngryMan]

Here's the list of dealers that guys on this forum said gave good service . Second boxes are for service department.

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