Class Action Lawsuit - Home Integration System

[tearitupsports]

I received 6.14 update on September 5. On October 4 I had the Frunk reprogram and the Front sensor CSP performed at the dealer. I have one open CSP for the Charge Cable release.

Have you had further updates such as 10.1.0 and 10.1.1?

Based on the fact it used to work fine, we will assume there is no wiring issues.
I would guess that it is perhaps a truck modem issue, or a problem with bluetooth.

Does the truck modem seem to be working ok? Does fordpass always update even well out of range of the truck? Is bluetooth turned on still in the truck?

I assume the truck is close to the charger? On mine I usually have the front of the truck at least lined up with the charger. If you are at the full distance of your cord you would be likely too far away. Also you can't have obstacles, such as the frunk up, between the modem and the CSP.

It shouldn't really make a difference, but have you tried testing the system while the truck stays on? I usually test mine with the truck on.

What breakers (besides the charge station) are your turning off to test the system?

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[Wattsgas]

I have not received update 10.1.0 or 10.1.1 .
The charger is at software level 2.112.91:2.149:1.32:0.62:1.53
Inverter is at 1.1.33

Work fine is a bit of a push, it works some of the time, usually when i had a problem I would reset the truck and the charger. Pair it up and test. It works and then I forget about it. Until it doesn't work.

I park the truck with in 2 feet of the charger, making sure to have the back door driverside aligned with the center of the charger. I felt that this correction improved the system's reliability, but at this point I think it was a red herring.

I do not have any issues with getting updates on the Ford pass app. I get charge history and location even when I am not within range of the truck.

I get occasional charge data from the charger thru the Charge pro app if I am connected to the same wifi network that the charger is connected to.

Using NRF I have seen the truck and the chargers bluetooth, but, it often takes awhile.

I have recently re-paired the truck and charger. System still didn't start up.

I have tried initiating the system with the truck off, with the truck on and with the truck in accessory mode. With the truck on , or in accessory mode I can see the large center screen telling me that the truck is preparing to provide power. Just doesn't happen.

To test the system I shut off the main to the panel. The truck powers a sub panel. I also tried one time turning off the charger breaker along with the main. When it was first installed and tested we only needed to shut off the main and within 10 minutes the HIS would begin powering the home.

Thank you

 

[GreasedL8nin]

I came here looking for others' experience because I've had my HIS about 18 months and was frustrated today when it didn't work during a couple of successive outages. It HAS worked in the past where the power went out briefly and (as Ford/Sunrun informed me it would) stayed out about 45-90 seconds while waiting to ensure it isn't a recloser, system fuse or other brief grid outage, and then VOILA! lights and all the conveniences of home.

My system was installed by Sunrun as Ford's partner in this "system." It's Sunrun I call when I have problems, and they seem to know a lot. But I am interested in hearing from others with HIS whether they have experienced the hit/miss nature that I have. The Sunrun engineers believe that one problem in the last 5 months or so was due to a Ford software update that wiped out the connectivity. They believe that has been resolved, but I'm not convinced. This system would be fantastic if it worked as advertised and as I have seen it work, but this intermittency largely defeats the usefulness of a $10,000 option.

I'm fairly certain my problem is the connectivity. When it works, it's great. I may turn off the automatic over-the-air updates from Ford and see if the system works through multiple outages. We live in a rural area that my utility doesn't rush to restore because they have more populated areas where they should rightly send their resources first.

 

[Runaway Tractor]

I too feel your pain and am also at my wits end. It is like there is a NDA for folks that get the system fixed. I'm guessing the OP has given up.

It's just that there's nothing to disclose to begin with. Dysfunctional POS from the start and still is today. It honestly seems that those who have it working are entirely by accident and nobody actually knows why it even works.

 

[Old Aviator]

Let’s not forget those who purchased the Truck because of the feature but now see is impossible to get working correctly. I live in South Florida and planned to add the HIS to my solar system and now see it will never happen. To me that’s a loss of value I was entitled to for my $100,000 vehicle. Of course those who paid for the systems should also be fully compensated for every dollar plus their time, effort, and frustration trying to make it work. Sunrun had terrible consumer ratings before they teamed up with Ford. I was thinking about their system thru Costco and when I saw all the negative reviews they were generating and then Ford partnered with them despite that!

 

[LightitUP]

Folks,

I would take a different approach than STB. Here in Tampa, we have a consumer advocate named Benken. She has no qualms about taking a consumer issue and rattling the power cages to get it fixed. I do not know if there is a Lightning owner in the Tampa Bay TV8 broadcast area who has the HIS system problem. That individual would have to contact Shannon. Now, I surmise that several others live in areas with similar consumer advocates. Get them on board along with Shannon. I am sure Ford will respond to the publicity faster than the lawsuit. The wheels of justice turn slower than Ford's response to this issue.

JMHO

 

[nulafed]

Hey! That’s me!

Yes, it’s me. I currently don’t have a functional system because our FCSP is dead due to a failure in the Siemens unit. I have a replacement but Ford wants an electrician to install it and they’re not available until 10/9.

The FCSP issue right now is the truck goes into deep sleep and the Bluetooth never hears if the power goes out. So it never automatically turns on.
Apparently there’s a fix on the way.

I haven’t talked to @tommolog recently about his (whose system is doing well afaik) but he and I have both made plenty of videos about ours.

Ever get this working after a new unit? I’m on my second charger and no fix. Ford won’t send another charger as they do not believe it’s a charger issue.

 

[chl]

It is true. It relies on Bluetooth to communicate. Here is the problem. Without power there is no Bluetooth link between your phone, the truck and your WiFi. Can’t find the station. Can’t use the system.

If that is the issue, and uninterruptible power supply (APC battery backup for example) on your wifi system would solve it - assuming the battery in the HIS Dark Start Battery keeps the HIS system including the FCSP awake.

The FCSP is definitely difficult to communicate with - seems to broadcast it's ID intermittently and it's a weak wifi signal. I never got through the whole setup app - get to the add to FordPAss and it always gives and error message.

I decided I would not sink so many $$ into the HIS ($4,000 just for the hardware and a $500 fee for the Ford app license) to get 40A when I can get 30A from the ProPower On-Board outlet through a $400 GENERAC 6853 transfer switch.

It sounded good in the ads and on paper, but the price is wrong, the software is buggy, and the support is sheety based on what I have been seeing here.

At the least if it was me I'd ask for my money back, including the install work money related to the HIS, and money to have it removed and shipped back to Sun Run or whoever it came from.

There is something called the Implied Warranty: Merchantability in the Universal Commercial Code (UCC) and the HIS fails.

Section 2-314: "Unless excluded or modified (Section 2-316 - [NOTE: sold "as is" or other express warranty limitations}), a warranty that the goods shall be merchantable is implied in a contract for their sale if the seller is a merchant with respect to goods of that kind.... Unless excluded or modified (Section 2-316) other implied warranties may arise from course of dealing or usage of trade."
[NOTE: the other warranties include section 2-313. Express Warranties by Affirmation, Promise, Description, Sample, etc]

The HIS is not apparently: "fit for the ordinary purposes for which such goods are used" and does not "conform to the promise or affirmations of fact made on the container or label if any."

See: https://www.law.cornell.edu/ucc/2/2-314

If Ford/SunRUn et al. will not or cannot make the HIS function as promised, and will not refund the cost incurred by the buyer who relied on their promises after such has been demanded, then legal action may be the only remedy.

However, beware of arbitration clauses in the contract or in the written warranties which are ubiquitous (common and widely used) by businesses these days!

It is not my area of the law (I am an electrical engineer and patent attorney) but I certainly recommend seeking competent legal counsel to discuss the issue which, on it's face to even a non-lawyer, appears to be something in need of a legal remedy.

Good luck.

 

[Rocket808]

Every single person who bought one of these dumpster fire systems should absolutely band together, hire a good attorney, and very publicly sue Ford and Sunrun. These corporations have ZERO motivation to do better because there are zero consequences to doing horrible. Ford will tell every one of you "sorry we know it's dysfunctional junk, ticket closed" until it starts costing Ford money and PR.

Easy for me to say since I don't own one. So all I can do is be livid on your behalf.

Although mine has worked - it is not consistent with a major corporation (Ford Motor Company) to allow Sunrun and/or Delta to tarnish their user experience

in general, I have been quite unhappy with Sunrun, the app and software, and even the crappy Hankook tires.

the truck itself is awesome, but the total user experience has many opportunities for improvement

 

[Schroederhc1]

Although mine has worked - it is not consistent with a major corporation (Ford Motor Company) to allow Sunrun and/or Delta to tarnish their user experience

in general, I have been quite unhappy with Sunrun, the app and software, and even the crappy Hankook tires.

the truck itself is awesome, but the total user experience has many opportunities for improvement

That is putting it politely!

 

[nulafed]

What ever happened with this original topic. After the thread got hijacked with installation details nothing else came of it. OP are you proceeding or did your system just start working? I still can't get anywhere with Ford or Sunrun, today I was told I have all the updates but then got the same old line of it is a 'known issue' which is really starting to piss me off since no one else seems to be having the same issue i have described and some people with all the updates seem to actually have a functional system!

I'm at my wits end here.

I’m just seeing all of this. After heavy consideration, I’m doing what I should have done 6 months in (18 months ago), called a lawyer and they are working on a buyback for it via the lemon law. Some others have been successful as I suspect we will be as well. I still am trying to get it to work. Took it to a dealer 2 more times, called sunrun pretending to be a field tech (that went nowhere), tried to get sunrun install training team to call or get ahold of me (also useless), called delta, but without a ford assigned delta trouble ticket, they don’t help. I’ve begged ford to send a know working truck from the lot and a tech out, they all say no…. Rip out your seats, roll down 1 window and open the door, put the opposite door to the plug and run the court through the truck to plug in…. I mean really! ….All this to simply say, Ford will be buying this 120k hunk of junk from me and I’ll go look at the Chevy, GMC and then simply buy a generator that won’t require back flips to get working in a storm. BECAUSE here is my overall opinion. **even if** the entire engineering teams that designed this at ford, sunrun and delta fly out here, beam their servers and satellites to make this work… where is the support in 6 months, 1 year, 5 years down the road if something malfunctions, needs service, needs a tech repair, a board goes out… who and what support is there… NONE! and this entire experience has shown that there is not and will not ever be support for the system. Period.

I’ll step back and simply say, like another member on here told me the day his truck was delivered back to the dealership, good luck dealing with Ford.

just Sad!

 

[nulafed]

I think there are many systems working and I am fairly confident all systems are capable of working if the truck is updated past 6.14. I would be glad to remotely help get it working. I was able to get another TX based system working when I visited them in person a couple weeks ago.

Happy to see if you can help get it working. Shoot me a message. Mine has all the updates fresh for the dealership. The system goes as far as transferring power for 5 seconds then faults out ‘ charge station fault’ happy to share a video.

 

[Schroederhc1]

I’m just seeing all of this. After heavy consideration, I’m doing what I should have done 6 months in (18 months ago), called a lawyer and they are working on a buyback for it via the lemon law. Some others have been successful as I suspect we will be as well. I still am trying to get it to work. Took it to a dealer 2 more times, called sunrun pretending to be a field tech (that went nowhere), tried to get sunrun install training team to call or get ahold of me (also useless), called delta, but without a ford assigned delta trouble ticket, they don’t help. I’ve begged ford to send a know working truck from the lot and a tech out, they all say no…. All this to simply say, Ford will be buying this 120k hunk of junk from me and I’ll go look at the Chevy, GMC and then simply buy a generator. BECAUSE here is my overall opinion. **even if** the entire engineering teams that designed this at ford, sunrun and delta fly out here, beam their servers and satellites to make this work… where is the support in 6 months, 1 year, 5 years down the road if something malfunctions, needs service, needs a tech repair, a board goes out… who and what support is there… NONE! and this entire experience has shown that there is not and will not ever be support for the system. Period.

I’ll step back and simply say, like another member on here told me the day his truck was delivered back to the dealership, good luck dealing with Ford.

just Sad!

Please keep us posted.

 

[Runaway Tractor]

Why would they do a lemon law buyback on the truck when the problem is a bunch things that aren't the truck??

 

[Maquis]

Why would they do a lemon law buyback on the truck when the problem is a bunch things that aren't the truck??

The was a guy on here (@PungoteagueDave )who got Ford to buy the truck back simply because of the HIS debacle. He stated the truck itself was fine. So there is a precedent.

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