Ford service on these recalls/customer programs is absolutely atrocious.

[dothedew]

I first contacted my dealer 5 weeks ago about the light bar and the steering wheel heater as well as the battery module software. I was told that the parts are backordered but they'll order them for me and will contact me when they come in. Every week I have been calling and asking for a status as I see other forum members getting their trucks repaired within a week here.

After no change in status I finally called Ford and they connected me with a different person at the dealer who said they actually need to inspect the truck light bar and steering wheel to figure out what module is needed, as apparently there are 3 different modules. They wont take my word for it that the light bar strobes like you're at an EDM concert. They want 1-2 full days without the truck to inspect the light bar and check the steering wheel module. WTF. No rental reimbursement available from Ford...

I can't go without my truck 1-2 days just to inspect it, let alone now the additional wait to order parts and then another xx days to actually do the install. This is horrible customer service for what is a $90K vehicle. You go to any of the german brands or even Tesla with your $90K vehicle in service and you drive out of there in a dealer service loaner or a rental, guaranteed. This is super disappointing from Ford.

Has anyone had a similar experience and have any suggestion for me?

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[stickyfingers]

Man, I got the same run-around from a dealer here. They told me they can't get me a loaner because they don't have any as other customers have these loaners out for long term and their vehicle is sitting at the lot waiting for parts to arrive. It surely is a PITA. It wasn't as bad before COVID but it's gotten a lot worse. Even a rental I recently received after an accident was a 2019. Rental company said they just don't have any new vehicles in their fleet that were available. I can't remember the last time I drove a rental with over 100k km and 4 years old. It's typically a new vehicle under 25k km.

 

[mattskr]

I feel you man...

Same exact experience. Called multiple dealers. All want to hold the truck for multiple days without any reason. I'm not letting them keep my $100k truck overnight for things that can be done in an afternoon.

At this point I'm just ignoring the recalls and my steering wheel remains cold until someone @Ford Motor Company can actually get these dealers to do their job and not treat their customers like this. The dealers should be ordering the parts, and then calling owners when it's time to schedule an appointment. I should get a loaner for the day while they do the work. I shouldn't even have to call a dealer they should be calling us to get these items resolved.

I KNOW what part number I need for the steering wheel retrofit, why doesn't the dealer? I've considered just ordering the part and putting it in myself (I have FDRS) but the reason I don't is you have to order the parts...again...through dealers.

And seriously...the Lightbar...is a lightbar? Ford has said in the recall notice they ALL need to be replaced and Ford is paying the dealer to it. What in the F do they need to inspect the existing lightbar for?

 

[Bills R Electric]

I first contacted my dealer 5 weeks ago about the light bar and the steering wheel heater as well as the battery module software. I was told that the parts are backordered but they'll order them for me and will contact me when they come in. Every week I have been calling and asking for a status as I see other forum members getting their trucks repaired within a week here.

After no change in status I finally called Ford and they connected me with a different person at the dealer who said they actually need to inspect the truck light bar and steering wheel to figure out what module is needed, as apparently there are 3 different modules. They wont take my word for it that the light bar strobes like you're at an EDM concert. They want 1-2 full days without the truck to inspect the light bar and check the steering wheel module. WTF. No rental reimbursement available from Ford...

I can't go without my truck 1-2 days just to inspect it, let alone now the additional wait to order parts and then another xx days to actually do the install. This is horrible customer service for what is a $90K vehicle. You go to any of the german brands or even Tesla with your $90K vehicle in service and you drive out of there in a dealer service loaner or a rental, guaranteed. This is super disappointing from Ford.

Has anyone had a similar experience and have any suggestion for me?

I owned 6 BMWs from 2003 until 2023 (a new one every 3 years).
Rarely ever need service, except the annual oil change (at the same time they would do checks and fluids).
They give you a free loaner for the day, if you want, or you can sit and drink the free coffee and snacks for an hour or two while they service your vehicle.

Yes, the experience at a Ford Dealership is waaay different.

 

[kstype]

My dealer - New Holland Ford, New Holland, PA was nothing like this. They proactively ordered the parts over two months ago that covered all the recalls - including the heated steering wheel.

When they received all the parts two weeks ago they called ME to schedule the appointment on 11/8 and only expected to need a day to do the work. They called me at 3 yesterday to let me know the software was taking a bit longer to update than they anticipated so they would need it one more day (today).

I did ask about a loaner when I first scheduled but that said they only cover that if it’s more than a day to do the work. So while it’s inconvenient that they did not provide one - I understand when the unexpected happens.

Incidentally - they also charged no markup and sold the truck to me at MSRP - so if you are in SE PA I would highly recommend this dealer. They did opt to be whatever the top tier EV dealerships that Ford setup a while ago - still waiting on them to install the DCFC at their location.

 

[kstype]

@Ford Motor Company - wanted you to know that New Holland Ford in New Holland, PA is treating your customers right and helping your brand!

 

[idahospud]

Lithia Ford in Boise seems to have had their act together as well. They ordered all the parts in advance and scheduled me during a period when a loaner truck was available. That appointment is coming up soon - I hope the remaining process is as smooth.

 

[bellyer]

I have had a similar experience to that of the OP with Ford dealers in/around Chicago. The dealer that I work with for all of my service gave me the run around for about 5 weeks after I had taken my truck in for the 10,000 mile service and to have the recalls all looked at. I called week after week and no one ever took ownership of trying to get the recalls taken care of. I eventually drove my truck in again and told them that they needed to get the 5 recalls that I had accumulated dealt with immediately and that they could hold my truck for a few days, if needed. They told me that the reason that nothing had happened in the first 5 weeks of me waiting was because the Quick Lane handled my original 10,000 mile service and they did not have all of the details in the Ford Service system to get the parts ordered. So, they took care of a couple of the recall updates that they were able to do, but they are apparently still waiting for parts for the heated steering wheel, the dash mat (which seems silly, but okay), and the light bar (they have the light bar, but are waiting on retaining clips).

 

[TruckTyrant]

My dealer - New Holland Ford, New Holland, PA was nothing like this. They proactively ordered the parts over two months ago that covered all the recalls - including the heated steering wheel.

When they received all the parts two weeks ago they called ME to schedule the appointment on 11/8 and only expected to need a day to do the work. They called me at 3 yesterday to let me know the software was taking a bit longer to update than they anticipated so they would need it one more day (today).

I did ask about a loaner when I first scheduled but that said they only cover that if it’s more than a day to do the work. So while it’s inconvenient that they did not provide one - I understand when the unexpected happens.

Incidentally - they also charged no markup and sold the truck to me at MSRP - so if you are in SE PA I would highly recommend this dealer. They did opt to be whatever the top tier EV dealerships that Ford setup a while ago - still waiting on them to install the DCFC at their location.

Kurt,

I'm right down the road from you in Birdsboro PA. I'm still waiting on my Lariat. Bought mine through Tom Masano. They tried to add 6k mark up but I told them to get f'd and they quickly retreated. Likewise they do not have a Fast Charger installed though they claim several are in the works.

 

[kstype]

We should sync up sometime - been trying to coordinate the PA Lightning owners. Not sure if you are aware of the https://www.lightningclubsofamerica.org/ clubs but we are trying to coordinate activities like EV meetups, non-profit volunteer activities like Toys For Tots “Pack the Frunk” events etc. (Don’t worry - no membership fees for the club - just a bunch of like minded people enjoying their new vehicles and educating / helping the public)

If you are interested shoot me a direct message and I will give you my email.

 

[Bigisland Guy]

Similar experience with dealerships..... I elected to go to 3 Ford dealerships in Southern California and finally settled on Cooley Ford, the other dealerships had service advisors that were unknowledgeable and had no competent techs. I too am disappointed that Ford dealerships can't meet my experiences at: BMW, Tesla or even Hyundai service departments. It's time for the Ford Model E program to look into partnering with local community colleges to get techs and advisors trained nationwide. This is a program that Tesla has started and the folks who earn their certification are offered jobs with Tesla. This same program has served well in the furniture manufacturing areas of the south. Let's get competent folks back into the workforce who can fix our stuff that we are the first to adopt and spend big bucks on.

 

[lancersrock]

So i left my Truck wit Baxter Ford in Omaha for the last week of September. Went in with updates not working, light bar out and no reverse lights because of it (minus the cab light), 20,000 mile maintenance, steering wheel update, and the battery module recall.

I picked my truck up a week later and nothing was completed as they didn't have parts. I offered to pay for the 20k service and was told "we dont want to close the ticket so Ford sends us your parts quicker because it will look like your truck is still sitting here". After looking closer they didnt even rotate my tires (one tire is non OEM so easy to tell) and supposedly my truck had a battery cell fail the test and needs replaced. Havent heard a peep out of them since, maybe its time to call and bother them. They also said no loaner and now that winter is setting in my spare car is about to go into storage so they better figure that out.

 

[RickLightning]

This is not @Ford Motor Company. These are independent dealers.

My Mach-E blew the HVBJB on a trip. I made an appointment in advance at my dealer. The car went in on a Monday (they already had the new part), and I got it back on Wednesday.

My truck had multiple recalls including the taillight. My dealer pre-ordered mine (they have to put in a VIN) and had it ready. The owner asked for his truck to be done and they used my part and didn't reorder one... I brought the truck in on a Monday and got it back on Wednesday.

All dealers are not created equal. I have close to a dozen to pick from within less than an hour's drive. My prior dealer wouldn't service my demo Lightning I bought out of state, so now they are my prior dealer.

 

[roadhouse]

This is not @Ford Motor Company. These are independent dealers.

If they have Ford branding, it doesn't matter if they're independent, a franchise network, or personally owned by Jim Farley himself. If Ford is licensing their image, this is their problem. You wouldn't forgive McDonalds for a bad experience "because it's not really McDonalds it's just an independent franchise owner"

FWIW I had a similar experience with a large Ford dealer near me. Took it in for the HVBM fix, lightbar, and steering wheel. They kept it overnight and when I picked it up was told parts for the steering wheel and lightbar are on backorder (they did update the HVBM software though). No ETA. They're a good dealer so no complaints with them, just wish there was a more proactive way to schedule some of this stuff.

 

[jefrank]

No issues with Randy Wise Ford in Ortonville, MI. Called to check on scheduling the light bar recall since parts were available, along with the CSBs that are open on the truck. Called me back about 3 weeks later after the parts were in to schedule the service appointment. They picked my truck up at the house this morning and I expect it back later this afternoon... presuming nothing unexpected crops up.

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