8 Days Without A Repair Diagnosis—Is This Reasonable?

[Ayrshireman]

Looking for feedback on whether it’s reasonable for my Ford dealer to still not have a diagnosis to fix my Lariat after being in the shop 8 days? Issue started with multiple visual and audio alerts preventing starting the truck (details on this post…Truck won’t start. Multiple visual warnings and audio alerts going off..).

To their credit, Ford inc has gotten involved and appointed a technical consultant to provide feedback between the dealer and myself and confirmed have escalated the issue at Ford inc to assist the dealer with the diagnosis. I asked consultant for help with a loaner and was told dealership has none. That I could rent a vehicle from another dealer and they would reimburse me $60/day or $40/day if thru an auto rental company. The latter option pays 30% of daily rental for a ICE truck. While this is appreciated, the Ford inc consultant was not able to provide any substantive feedback on timelines or expectations. I asked yesterday for written clarification of rental reimbursement policy yesterday and am awaiting a response.

There are not enough trained technicians to fix EV vehicles at the dealer level. I am concerned that it could be weeks before a fix is in place given the lack of even a diagnosis. This should be considered a major problem for ALL Ford Lightning owners if you experience critical technical flaws. Frustrated as hell.

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[jdmackes]

I'm honestly amazed that a dealership wouldn't have a loaner truck, but Ford should fully reimburse you for a truck rental if they can't provide one for you. That's crazy

 

[Maquis]

Is it unreasonable? Yes.
Is it uncommon? Unfortunately, no.

 

[The Weatherman]

In response to your question, if you had to ask the question you already know the answer.

I feel more and more fortunate that my dealer is as responsive as they are every-time I hear stories like yours.

Best of luck and hopefully your wait will end soon.

 

[Zprime29]

Is it unreasonable? Yes.
Is it uncommon? Unfortunately, no.

Not sure whether to give this a like or a sad face...

 

[Maquis]

Not sure whether to give this a like or a sad face...

I could interpret either appropriately.

 

[Old Aviator]

I had planned not to air my issues on the forum and directly asked Ford Customer Service for assistance. Seems that may have been a total waste of time so here I go.

I have a modem failure that began on 8/26, and tomorrow the truck will have been with dealer for 2 weeks with no end in sight. Yes just a modem!

On Saturday I contacted the Ford people in this forum and asked for help. I had already spoken with Ford Pass rep when Dealer, after 5 days in the shop, informed me they had reinstalled all software and could (apparently when plugged into the truck) see the modem but could not activate it. They asked me to call Ford Pass and see if they could work it out from their end. It was still not on line and Ford Pass Rep called dealer directly to tell them to set up IT notification. Dealer did that on Wednesday and said they should be contacted in 24-48 hours. Friday still no contact so I sent message to Ford Customer Service on this forum on Saturday trying to explain the modem issue, the need for help and included the Vin.

Monday they Ford Customer Service asked if i was the owner of the truck and for my contact information. I responded within a few hours.

Yesterday I got message from Ford Customer Service advising truck had been recalled for rear light issue.

I responded three times saying knew that and in addition it needed dash mat and the high voltage battery module replacement and in my last email that I contacted the dealer and there had been no response from Ford on dealers trouble ticket (about the modem) with Ford IT (6 days!!!)

This morning I received this:

From Ford Customer Service:
"I appreciate the clarification. Thanks for reaching out to us about your Lightning concerns. I will escalate this case to our EV support team. The EV support team will have the resources needed to best assist you and will reach out to you within a few business days with further information. Your case number is CAS-45431615-S6K7Q5."


((((So in asking for help on Saturday my request for help had been now been punted to the EV support team!!!! Even though it was clear I needed the EV Support team on Monday. I was pretty sure that was exactly what I requested on Saturday and they read on Monday. e.g., I have a problem, dealer can't seem to find solution, Ford IT is not responsive.)))

My Response to Ford Customer Service:

"Guess based on my initial email this would have gone to EV Support Team as soon as it was read on Monday and not 3 days later.

So essentially it may take 7 days or more just to get it to the right people so they can ask more questions about my request for help.

Tomorrow My vehicle will have been in a Ford Dealer's Shop for more than 2 weeks and based on this response I can look forward to not seeing it, at best, until next week which will be 3 weeks.

And there is no certainty anything will actually be fixed next week because Ford will just be getting around to looking at the problem in response to:
1. my inquiry and/or
2 Dealers request for assistance which was made more than a week ago.

Best guess is probably best I can hope for is for 3-5 weeks or more in the shop for just the modem issue and I sill need the High voltage battery module issue corrected which apparently takes so long that Ford provides a loaner/rental while that is being done.

And the only reason I became an early adopter and bought a Lightning was because Ford would stand behind the product. "

(((( In response I was was directed to speak with my DEALER for updates on solving the problem.))))

From Ford Customer Service
"I appreciate the details, Larry. I will be sure to update the case notes. If you have any further questions, or would like updates on your case, we advise contacting your dealer in the meantime.

(((So I guess i need to talk to my Dealer, to find out Ford is not responding, and continue that circular procession with no way to obtain a resolution. )))

 

[Ayrshireman]

After reading your post “old aviator” I guess 8 days without a diagnosis is the least of it!!!

Like you, I purchased a Ford EV as I thought Ford would stand behind the product. Given your very painful experience and mine (and unknown how many others….) It doesn’t seem like Ford has control of their Lightning service & repair capabilities. This is exacerbated by the standard platitudes and formal customer service responses that use a lot of words but provide no results Including from the Ford Inc technical specialist they assigned to my account. I heard from my Ford inc technical specialist on Monday am and said they would provide regular updates….now Wednesday afternoon and not a peep including my request yesterday, and again today via text to request formal information on reimbursement for a truck rental as dealer didn’t supply loaner.

Larry, I feel bad that you’re now looking at 3 weeks best case to get a fix for your modem issue. This is an unacceptable and incompetent response from Ford and all Lightning customers should be enraged by this. Forum users please speak out now or suffer the consequences if your truck fails to start!

 

[Heliian]

There are not enough trained technicians to fix vehicles at the dealer level.

Fixed that for you.

It's a shortage, doesn't matter if it's a Ford tempo or a gt40 or a lightning, expect 3 weeks for any service.

 

[Old Aviator]

Well Ford finally after 7 days provided very expansive technical direction to to the Dealer. Do everything you already did a week ago and see if the results are different. And if not change Gateway Module. So another software reinstall and then who knows how long to change Gateway Module or if those parts are available.

Late this afternoon (1 week after I suggest the module be replaced and Ford directed another software upload instead of doing that) Ford has informed me the gateway module will be replaced. I need to contact Dealer to see if that have begun and if the parts for the high voltage battery module, dash mat, and light bar replacements are avaialbe since I don't want to make multiple trips to address each of those issues.

To be sure I have been calling this a modem issue but the correct part description is Gateway Module.

 

[Old Aviator]

And, as I already guessed, Dealer does not keep Gateway Modules in stock. So add it to list of parts on order from Ford including high voltage battery module, dash mat, and light bar replacements which were ordered 2 weeks ago.

 

[The Weatherman]

@Ford Motor Company - You should be petrified by stories like @Old Aviator ’s.

You are fighting an uphill battle for adoption of EV’s and completion from established makers like Tesla, Kia, BYD and more and this is the best you can do for ‘Quality Customer Service?’

I have been fortunate to have avoided major issues with my truck, but I can assure you if that changes I will be nowhere as patient, calm and as many others out here have been.

SHAME!! If it all comes down around you you have no one to blame but yourself.

Signed

A longtime supporter (losing confidence.)

 

[Old Aviator]

@Ford Motor Company - You should be petrified by stories like @Old Aviator ’s.

You are fighting an uphill battle for adoption of EV’s and completion from established makers like Tesla, Kia, BYD and more and this is the best you can do for ‘Quality Customer Service?’

I have been fortunate to have avoided major issues with my truck, but I can assure you if that changes I will be nowhere as patient, calm and as many others out here have been.

SHAME!! If it all comes down around you you have no one to blame but yourself.

Signed

A longtime supporter (losing confidence.)

This is long but hang with me because I think it may shed some light on Customer Satisfaction and the lack thereof..

So that is the problem!! Customer Service assumes no responsibility for your, mine, or anyone else’s satisfaction.

If you don’t believe that try this.

I have 2 recall letters I just received from Fords Customer Satisfaction Program.

Under the Paragraph “Can we assist you further” on page 2, I quote:
“If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manger for assistance”

So when you are speaking directly with the Service Manager and the problem is the dealer cannot get Ford Corporate support, you should contact the Dealer’s Service Manager with your complaints. Let that sink in for a minute. Don’t call Ford’s Customer Services since they can’t /won’t help. But in the next paragraph if you require further assistance please contact us directly so we can provide the same service to you that you already recieved on you other problem which was creation of a tracking number so we can monitor what is happening but not get invlovled.

And if you think those two letters don’t spell that fact please read this email which I received on October 5, 2023.

“The contact that you are receiving from us is from the Ford customer relations center due to your Social media communication regarding your vehicle.
What we are able to see here is the communication between the dealer & their technical assistance resource For repair recommendations, Which works like a communication thread.
We do not provide technical assistance to dealers as we do not operate on a dealership level.
Ford pass is a separate division of Ford as well so the dealer may have requested information from different divisions of Ford.
The dealership advised the customer relations center recently that they have been recommended to order a gateway module as per their technical recommendations.

So Customer Service monitors our issues but unlike the Customer Services we think we are receiving they have no authority or responsibility to advocate with dealers or Ford Motor company to assure Ford Motor and it’s Dealer’s are being responsive to customer needs or issues. So when the dealer tells you the problems are fixed you can be sure that Customer Satisfaction will send you an email the next day confirming what the dealer already did even if they have no clue as to if that statement is correct. More a complaint monitoring service than a Customer Satisfaction service.

And yes I decided to go electric becase Ford and Ford dealerships would be able to address and correct issues and would be financially/technically able to make sure my new truck was kept in service. While they may eventually be able to fix the issues the fact they can’t promptly and reliably identify issues and have parts available to support repairs is not anything I ever anticipated would happen. I was ok with a week because it is new technology but when Ford takes a week to respond with direction once an issue is not repaired with a software reload and the direction from Ford is reperform the same work the dealer performed before they asked for help I am less than pleased for sure. And that was what I thought Customer Services would try to address and fix, not for me, but for the next Ford Customer who got caught up in the same circular problem identification maze . But it seems that Ford is married to the process of “doing the same thing over and over again expecting different results” Which is aptly described as the “height of futility”.

 

[TaxmanHog]

This is long but hang with me because I think it may shed some light on Customer Satisfaction and the lack thereof..

So that is the problem!! Customer Service assumes no responsibility for your, mine, or anyone else’s satisfaction.

If you don’t believe that try this.

I have 2 recall letters I just received from Fords Customer Satisfaction Program.

Under the Paragraph “Can we assist you further” on page 2, I quote:
“If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manger for assistance”

So when you are speaking directly with the Service Manager and the problem is the dealer cannot get Ford Corporate support, you should contact the Dealer’s Service Manager with your complaints. Let that sink in for a minute. Don’t call Ford’s Customer Services since they can’t /won’t help. But in the next paragraph if you require further assistance please contact us directly so we can provide the same service to you that you already received on you other problem which was creation of a tracking number so we can monitor what is happening but not get involved.

And if you think those two letters don’t spell that fact please read this email which I received on October 5, 2023.

“The contact that you are receiving from us is from the Ford customer relations center due to your Social media communication regarding your vehicle.
What we are able to see here is the communication between the dealer & their technical assistance resource For repair recommendations, Which works like a communication thread.
We do not provide technical assistance to dealers as we do not operate on a dealership level.
Ford pass is a separate division of Ford as well so the dealer may have requested information from different divisions of Ford.
The dealership advised the customer relations center recently that they have been recommended to order a gateway module as per their technical recommendations.

So Customer Service monitors our issues but unlike the Customer Services we think we are receiving they have no authority or responsibility to advocate with dealers or Ford Motor company to assure Ford Motor and it’s Dealer’s are being responsive to customer needs or issues. So when the dealer tells you the problems are fixed you can be sure that Customer Satisfaction will send you an email the next day confirming what the dealer already did even if they have no clue as to if that statement is correct. More a complaint monitoring service than a Customer Satisfaction service.

And yes I decided to go electric because Ford and Ford dealerships would be able to address and correct issues and would be financially/technically able to make sure my new truck was kept in service. While they may eventually be able to fix the issues the fact they can’t promptly and reliably identify issues and have parts available to support repairs is not anything I ever anticipated would happen. I was ok with a week because it is new technology but when Ford takes a week to respond with direction once an issue is not repaired with a software reload and the direction from Ford is reperform the same work the dealer performed before they asked for help I am less than pleased for sure. And that was what I thought Customer would try to address and fix, not for me, but for the next Ford Customer who got caught up in the same circular problem identification maze . But it seems that Ford is married to the process of “doing the same thing over and over again expecting different results” Which is aptly described as the “height of futility”.

Harkening back to my working days, the IRS benefited immensely with the creation of the "Taxpayer Advocate Service / [TAS].

These folks are empowered to intervene and in some situations take direct & immediate action to resolve problems, the customer does have to wait / suffer a reasonable amount of time for the "SYSTEM" to do its job before TAS can get involved, obviously a paper pushing bureaucracy has more opportunities work and resolve problems this way.

Fords CSR's have the power to oversee, but their hands are tied when trying manage resolutions better, if they had advocacy agents in the field, either at dealers or within day trip regional centers, they could help educate weak staff at dealers and resolve problems faster.

An investment by the mothership to improve the customer experience and then maintain it, would pay dividends, happy customers coming back for the next product and recruiting new customers to the Ford family.

 

[cc_lightning]

I’ve had mine at the dealer for 2 weeks to address a blue cruise issue. Truck was driving in between 2 lanes with blue cruise. They changed 2 parts, I think tried programming 4 times but can address the issue. Very frustration…

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