Battery Coolant Leaked while with Service Department for Repair

[Jojomontag]

I had an odd charging issue, which I have seen others post about: no matter where I set the charge limit, the truck would say it had charged to 100%. But upon starting the truck, the actual percentage would drop to 89%, then 87%, and so on. When I dropped off the truck with the dealer service department on 01/27, it was immediately falling to 84%.

A few days later, 01/29, I received a notice in FordPass that charging was complete. The service tech, I assumed, was recreating the issue to see it firsthand. And, once the truck was started, it dropped to 83%.

When I didn't hear from the service advisor over the next two days, I dropped in to talk to him on 01/31. He said the technician thought I may have had a setting engaged (charge limit). I told the advisor that I was insulted. I have had the truck for two years/36K miles. I know how it works.

He then said the technician is going back-and-forth with Ford's engineering hotline and would be speaking with then in Monday, 02/03, the following week.

I again had to follow up (because these techs and advisors don't seem to believe they should keep owners updated). The advisor said the engineers determined two new battery modules and a heat shield would need to be replaced. The parts were on order.

I followed up again the next Monday, 02/10, and the advisor explained that the parts were in, but the only tech who could do the job was on bereavement because his father died. Can't understand why they only have one capable tech, but understand he needs time to grieve.

I followed up again the next Monday, 02/17 (pattern?!). The advisor asked me if I had reconditioning set. I said only when I have it plugged in at home prior to really cold days or long trips. He said that the tech came in the find battery coolant all over the shop floor. I was instructed NOT to access the truck in FordPass because it could have engaged the coolant pump. Ridiculous! If such a risk existed because they decouple a coolant tube, then any power supplied to the system should have been cut off! Come back to this later... because the advisor said the truck should be ready that Thursday.

Since I heard nothing all day Thursday, 02/20, I dropped in the check on the status. I has to speak to another advisor because mine was out of town (expected because he told me). The new advisor said it wasn't ready. He called the tech, who told him they were again going back-and-forth with Hotline to run tests. But no one told me why. The advisor said he would get me an answer the next day and call me.

I don't hear from the advisor the next day, 02/21, so before they close, I drop in again. He calls the tech, does a few uh-huhs, and hangs uo the phone. He says it's the first time he's heard of such a situation. Special camera equipment came in so that the tech can wear it Monday while the engineers tie in live to see what he sees and give him instructions.

Why?!

I pry for more information. The advisor calls the tech again and puts him on speakerphone. The tech said when the coolant leaked out, it filled the battery tray and shorted out multiple components. The engineers are walking him through tests to determine how to safely work on the battery array, if it would be safe to clean out the fluid, or if a whole whole system would need to be replaced. Why is this the first time I hear this?!?!

The advisor then asked why the coolant may have leaked. The Tech said the engineers told him that either someone with a key fob walked by or someone opened the FordPass App. Really?!

What about potential OTAs?! What about the the system engaging because of ambient temperature?!

So I return to my first point that flabbergasted me: if servicing components that have a risk of engaging due to a variety of factors, isn't it common knowledge/protocol to disconnect a power source to prevent such activation?! Especially for safety or the potential damage that could be caused?!?!

The technician, due to negligence, has seriously damaged my truck and is trying to blame someone else to cover his butt. I emailed the service manager, copying Elena Ford, Karen Jones, the owner of the dealership, and the owner's son who is over the service department. I'm waiting to hear back and, if I don't hear something by late afternoon Monday, 02/24, will drop in again.

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[RickLightning]

Sounds exactly like the tech did the damage, yes.

 

[The Weatherman]

There is no doubt that failing to follow proper maintenance procedures was the cause of this fluid leaking issue.

 

[TaxmanHog]

Welcome to the forum!

 

[Zprime29]

I agree with the sentiment here, tech didn't follow the instructions. We know it doesn't happen from all the issues when folk had the front sensor CSP installed and the tech's failed to (a) connect an external power source and/or (b) fail to run the IPMA configuration resulting in a tiny 360 camera view. Finger's crossed they get their act together and make things right. Double check any documentation on the repair so that if something pops up later you can point to it.

 

[Jojomontag]

So the service manager's response was to tell me that BEV are very complicated vehicles and they do heavily rely on Ford's engineers. He then defended his techs, saying they are "well trained and very competent but are not electrical engineers".

I went off a bit in reply, providing Ford's instructions on removing a HBV, including the steps for de-energizing the HBV prior to removal. Of course, disconnecting the 12V battery is one of the steps, as well as clamping the coolant tubes before decoupling. And multiple warnings to be prepared to collect some coolant that may spill out.

The precaution that struck me to most was the warning NOT to service the HBV under the vehicle to prevent coolant from leaking into the uncovered battery pack.

Anyway... waiting for the SWIS session to occur. Based on the Ford precautions and what the tech told me on Friday, I expect it will be a total battery pack replacement.

 

[Zprime29]

So the service manager's response was to tell me that BEV are very complicated vehicles and they do heavily rely on Ford's engineers. He then defended his techs, saying they are "well trained and very competent but are not electrical engineers".

I went off a bit in reply, providing Ford's instructions on removing a HBV, including the steps for de-energizing the HBV prior to removal. Of course, disconnecting the 12V battery is one of the steps, as well as clamping the coolant tubes before decoupling. And multiple warnings to be prepared to collect some coolant that may spill out.

The precaution that struck me to most was the warning NOT to service the HBV under the vehicle to prevent coolant from leaking into the uncovered battery pack.

Anyway... waiting for the SWIS session to occur. Based on the Ford precautions and what the tech told me on Friday, I expect it will be a total battery pack replacement.

I understand the service manager wanting to defend his techs and not throw them under the bus. But it's blatantly obvious that they failed in their job. The lack of integrity to admit fault, especially given the evidence, is just sad.

What happened to, "Hey, we screwed up. We're sorry and this is what we are doing to correct the problem..." You earn a lot more respect this way and respect = repeat customer. Almost makes one think service folk are contractually obligated to be the way they are.

Thanks for keeping us updated.

 

[Grumpy2]

I agree it was sloppy poorly trained service people. The pack may turn out better than you think, as "shorting out" components you would think should be obvious ...?

It seems to me they need to provide you some extended warranty protection as a minimum, or a buy back if they don't replace the entire pack ...

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