lcsmall
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I'm looking for some advice. I've owned probably 10 Ford vehicles and this has easily been the worst experience.
I bought from a dealership 4 hours away because they had a new 2023 still on their lot with the trim and package I wanted (XLT with 312A). I traded in my 2023 Tesla Modal Y so I'm familiar with the quirks that come with owning an EV.
Buying process is fine until trying to set up FordPass app. For some reason I can't connect my vehicle. Salesperson tries to call support, but they are closed at 7pm on Saturday. No big deal, the salesperson lets me borrow his login so I can locate EA chargers and get home 4 hours away,
Try setting up FordPass app next day and no luck. Spend several hours with support on phone. Tried everything from resetting modem, uninstalling app, deleting and re-adding vehicle, but nothing works. Selling dealership sets me up with appointment at my local dealership (2 weeks out) so they can diagnose problem and fix it. I was told they should be able to plug the truck into their computer and diagnose and fix the problem. Two days later I go to pick it up and still not working. Dealership tells me there is nothing else they can do.
So 6 weeks after buying truck I'm heading back to the dealership 4 hours away where they assure me they will fix the issue that weekend. Drop the vehicle off early on a Friday figuring I'll pick it up late the following day and head home. The TCU is diagnosed as bad, but the dealership can't get in touch with Ford to authorize replacement under warranty. I was told the part was in stock and as soon as authorization is given, the part will be replaced. I'm not sure why my local dealership couldn't tell me that, but I'm guessing it's because I didn't buy the vehicle from them.
I'm given a loaner vehicle and make the 4 hour drive back home without the truck. That was last Sunday. I figured I would make the trip back up this weekend and finally have a fully working Lightning. Three days go by and still no authorization from Ford. Finally on Thursday the dealership gets the okay to replace part. Well, the part I was told was in stock isn't really in stock and has to be ordered. Here it is a full week after I left truck and it's still sitting at the dealership waiting to be fixed.
In the meantime, I've spent money on a hotel, gas for the loaner vehicle, charging costs to get back to dealership, and I missed out on the NACS adapter deadline since I can't access my FordPass. At this point I'm not even sure I want the truck anymore. I can't just take a day off work to make the 8 hour round trip whenever it may be ready. I'm on-call this upcoming weekend and don't know when I might be able to make the trip. I really don't know what to do at this point.
Any advice? I believe there is someone on this forum who is part of Ford Customer Service? I'm beyond frustrated at this point. If youve gotten this far, thanks for reading. @Ford Motor Company
I bought from a dealership 4 hours away because they had a new 2023 still on their lot with the trim and package I wanted (XLT with 312A). I traded in my 2023 Tesla Modal Y so I'm familiar with the quirks that come with owning an EV.
Buying process is fine until trying to set up FordPass app. For some reason I can't connect my vehicle. Salesperson tries to call support, but they are closed at 7pm on Saturday. No big deal, the salesperson lets me borrow his login so I can locate EA chargers and get home 4 hours away,
Try setting up FordPass app next day and no luck. Spend several hours with support on phone. Tried everything from resetting modem, uninstalling app, deleting and re-adding vehicle, but nothing works. Selling dealership sets me up with appointment at my local dealership (2 weeks out) so they can diagnose problem and fix it. I was told they should be able to plug the truck into their computer and diagnose and fix the problem. Two days later I go to pick it up and still not working. Dealership tells me there is nothing else they can do.
So 6 weeks after buying truck I'm heading back to the dealership 4 hours away where they assure me they will fix the issue that weekend. Drop the vehicle off early on a Friday figuring I'll pick it up late the following day and head home. The TCU is diagnosed as bad, but the dealership can't get in touch with Ford to authorize replacement under warranty. I was told the part was in stock and as soon as authorization is given, the part will be replaced. I'm not sure why my local dealership couldn't tell me that, but I'm guessing it's because I didn't buy the vehicle from them.
I'm given a loaner vehicle and make the 4 hour drive back home without the truck. That was last Sunday. I figured I would make the trip back up this weekend and finally have a fully working Lightning. Three days go by and still no authorization from Ford. Finally on Thursday the dealership gets the okay to replace part. Well, the part I was told was in stock isn't really in stock and has to be ordered. Here it is a full week after I left truck and it's still sitting at the dealership waiting to be fixed.
In the meantime, I've spent money on a hotel, gas for the loaner vehicle, charging costs to get back to dealership, and I missed out on the NACS adapter deadline since I can't access my FordPass. At this point I'm not even sure I want the truck anymore. I can't just take a day off work to make the 8 hour round trip whenever it may be ready. I'm on-call this upcoming weekend and don't know when I might be able to make the trip. I really don't know what to do at this point.
Any advice? I believe there is someone on this forum who is part of Ford Customer Service? I'm beyond frustrated at this point. If youve gotten this far, thanks for reading. @Ford Motor Company
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