SunRun Help

[bander11]

New ER Lariat owner here. SunRun keeps telling me that Ford is waiting on my dealer to report my truck sold before it can issue a tracking number and ship my CSP. Dealer claims it is reported sold and I’ve owned it for almost a month and tend to believe them. Anybody have a contact at Ford corporate that might be able to expedite this process or at least bring some clarity? Fast charging for my 100 mile daily commute is getting old fast. Anybody have anything similar happen that ended in a good result? Any help appreciated.

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[RickLightning]

My salesman called SunRun directly. I got mine in 6 days.

 

[Zprime29]

New ER Lariat owner here. SunRun keeps telling me that Ford is waiting on my dealer to report my truck sold before it can issue a tracking number and ship my CSP. Dealer claims it is reported sold and I’ve owned it for almost a month and tend to believe them. Anybody have a contact at Ford corporate that might be able to expedite this process or at least bring some clarity? Fast charging for my 100 mile daily commute is getting old fast. Anybody have anything similar happen that ended in a good result? Any help appreciated.

I had a similar problem, dealer contacted Ford and it all looked good on their end but SunRun still said no thanks. After 6 weeks of run around, the general sales manager finally figured out to have me sign a form stating that I have the truck and to send the FCSP regardless of it's sold status. 3 days later I had it. Ask your dealer about the form, I can't remember off hand what it was called. Had something to do with issues for the first wave of trucks that went out, I think.

 

[Kentrider]

New ER Lariat owner here. SunRun keeps telling me that Ford is waiting on my dealer to report my truck sold before it can issue a tracking number and ship my CSP. Dealer claims it is reported sold and I’ve owned it for almost a month and tend to believe them. Anybody have a contact at Ford corporate that might be able to expedite this process or at least bring some clarity? Fast charging for my 100 mile daily commute is getting old fast. Anybody have anything similar happen that ended in a good result? Any help appreciated.

Hi bander11, I’m assuming the FCSP was "included" with your extended range Lariat and you’re waiting for it to be shipped to your “home.” I received excellent support from Ford Lightning Support at 1 (800) 392-3673 and any necessary FCSP troubleshooting at 1(866)631-3788.

I purchased my FCSP through my dealer at the time I bought my standard range Lariat. The FCSP was shipped to the dealership where I picked it up about 8 weeks after purchase. I wasn’t in a hurry to get fast charge 80A capability at home because I wanted HIS installed with FCSP and I knew this would take longer to arrange. However, my local electrician set me up with Level 2 (240VAC) capability within 2 weeks after purchase of my Lariat, and that worked fine for me until the FCSP and HIS were installed by Ford Sunrun.

Refer to the thread entitled “Thoughts on the Charge Station Pro….” Posts #85, 87 and 96 tell my FCSP installation story.

 

[moder8tor]

This Sunrun problem is ridiculous. I have been calling them daily for some time now and have yet to get a straight answer as to when (or if) my FCSP will ship. Its like they hire a thousand customer service people and train them to talk in circles while leaving no room to hire people to actually execute on issues.

 

[itdwebman]

This Sunrun problem is ridiculous. I have been calling them daily for some time now and have yet to get a straight answer as to when (or if) my FCSP will ship. Its like they hire a thousand customer service people and train them to talk in circles while leaving no room to hire people to actually execute on issues.

The Sunrun/Ford Experience was not good at all - Sunrun did not believe my Lightning was sold until a week after it happened - too many hands in the sold marking- dealer makes it, Ford marks it and Sunrun starts the clock when they receive the timing from Ford/Dealer not when the vehicle was actually sold.

 

[Kentrider]

This Sunrun problem is ridiculous. I have been calling them daily for some time now and have yet to get a straight answer as to when (or if) my FCSP will ship. Its like they hire a thousand customer service people and train them to talk in circles while leaving no room to hire people to actually execute on issues.

My experience was different in that I purchased the FCSP through my Ford dealer who has excellent customer service. Ford “went to bat” for me and I didn’t even deal with Ford Sunrun until the FCSP was at my home. Maybe you can ask your Ford dealer to call Ford Sunrun and “lean” on Ford Sunrun and get a commitment. I think this approach is much like that of Zprime29 (above) involving the Ford dealer.

The way I look at this, Ford is responsible for my satisfaction with the entire system: vehicle/FCSP/HIS. I made it clear that I didn’t buy my Lightning just to drive it. Rather, I bought it for fast charge and back-up power capability at my home. I do recall that a couple of weeks after I drove my new Lightning home, I received a “customer satisfaction check-up call” from Ford Corporate Customer Service and I told them that I was not going to give them a thumbs up until I received my FCSP. It wasn’t long after that conversation that my dealer called me with my FCSP.

From that point, it took time and persistence to work things out with Ford Sunrun.

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