Ford Support (not Dealers) for Ford Pass, Connection services. Miserable

[Namorris]

First, I’ve never owned a Truck or a Ford. I love this truck. Having said that, you can build the best product in the world but if the back end support isn’t there, it’s a nightmare.

Trying to resolve connectivity issues results in talking to a plethora of of teams, like, “Connectivity issues,” “Over the air,” support, “Blue Oval Network,” “Blue Cruise,” etc… all different people only to be told it’s another group. This problem is all related to “Activation Pending” for these services in the Ford pass. Software is updated but still an issue. In the middle of one call, the recorded message “please remain on the line for a brief survey” interrupted our call.

With any Tech laden product, I realize there will be hiccups but Don’t launch an 80k product without “experts” to resolve the issues. Still trying to reconcile a purchase that my wife was against. Yikes.

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[F150ROD]

First, I’ve never owned a Truck or a Ford. I love this truck. Having said that, you can build the best product in the world but if the back end support isn’t there, it’s a nightmare.

Trying to resolve connectivity issues results in talking to a plethora of of teams, like, “Connectivity issues,” “Over the air,” support, “Blue Oval Network,” “Blue Cruise,” etc… all different people only to be told it’s another group. This problem is all related to “Activation Pending” for these services in the Ford pass. Software is updated but still an issue. In the middle of one call, the recorded message “please remain on the line for a brief survey” interrupted our call.

With any Tech laden product, I realize there will be hiccups but Don’t launch an 80k product without “experts” to resolve the issues. Still trying to reconcile a purchase that my wife was against. Yikes.

I would look to trade in this Truck and get a Tesla, you already seem unhappy with the product, it’s not going to get any better. Good luck!

 

[Namorris]

As i stated, its the back end support. I love the truck. Tesla’s seem generic to me but they have done a great job with the infrastructure and connectivity

 

[Heliian]

I would look to trade in this Truck for a...

That is the most ridiculous thing I've heard in a while.

To the op, start with one problem at a time, talk to your dealer first, then phone support. Any issues will be handled through the dealer. If your dealer refuses, contact Ford and find another dealer.

Make sure that fordpass is updated to the newest version. Check your trucks update status to make sure it actually received updates ota.

Can you specify what connectivity issues?

 

[F150ROD]

That is the most ridiculous thing I've heard in a while.

To the op, start with one problem at a time, talk to your dealer first, then phone support. Any issues will be handled through the dealer. If your dealer refuses, contact Ford and find another dealer.

Make sure that fordpass is updated to the newest version. Check your trucks update status to make sure it actually received updates ota.

Can you specify what connectivity issues?

How is it ridiculous when they are questioning their purchase off Ford Pass not working?

It’s not going to get any better. The “back-end” support is not EV specific when it comes to the infotainment or the App.

Dealing with dealers and that “back end” support(Ford CS) will get you nowhere except if you directly tell CS to put you in touch with the EV specific team and let them schedule and handle everything for you.

And yes, I would like to hear what the connectivity issue is also.

 

[Jarratt]

As i stated, its the back end support. I love the truck. Tesla’s seem generic to me but they have done a great job with the infrastructure and connectivity

I own a Model 3 Tesla. It's a dynamite, well-engineered and efficient vehicle that performs very well on the road. I also own a Lightning. I agree it is a wonderful truck. (I own two others and have never not owned one in the past 50 years.) It too is very well engineered.

I've never owned a Ford before and haven't bought a new vehicle in 50 years. My problem is that I've been over-generating electricity for 16 years and my util is storing three full years of consumption. I don't want to meet my maker w/o using all my electrons! In addition to time saved at gas stations, the lack of maintenance makes huge financial sense. My energy cost and maintenance savings will pay for this truck.

The Lightning will be a hit with people who work out of their trucks, seldom drive more than 250 mi/day and who can charge at night. Ditching my generator & gascan was a religious experience.

Tesla's product is more refined b/c it never had legacy ops. It built from the ground up and many functions (particularly support) are lightyears ahead of Ford. I am appalled by how poor Ford support is. It's antiquated, ineffective and costly. One of the company's biggest challenges will be how to revamp these functions from the ground up. Also, Lightning certification for techs leaves a lot to be desired.

You and I are early adopters. It will take a while for Ford to acquire the software and support skills it needs. It sucks. Fortunately we own a great vehicle.

 

[RickLightning]

How is it ridiculous when they are questioning their purchase off Ford Pass not working?

It’s not going to get any better. The “back-end” support is not EV specific when it comes to the infotainment or the App.

Dealing with dealers and that “back end” support(Ford CS) will get you nowhere except if you directly tell CS to put you in touch with the EV specific team and let them schedule and handle everything for you.

And yes, I would like to hear what the connectivity issue is also.

Your statements are absurd, in that Ford has committed to EVs. Support has to get better, as mass adoption happens, or the company will fail. The "back-end" support will be EV specific.

 

[F150ROD]

Your statements are absurd, in that Ford has committed to EVs. Support has to get better, as mass adoption happens, or the company will fail. The "back-end" support will be EV specific.

Sure, we all know they are committed. That doesn’t mean they are committed to what the OP is complaining about….. Ford Pass

 

[Namorris]

I just sat in the dealer GM office with him on the phone with support for connected services. He asked to speak to a supervisor. The response, “they don’t have phones,” same with IT.

 

[Namorris]

Your statements are absurd, in that Ford has committed to EVs. Support has to get better, as mass adoption happens, or the company will fail. The "back-end" support will be EV specific.

 

[Namorris]

For those interested, here's the details. I purchased the dealer mannequin. Support tells me & the dealer that since the dealer had it first (22 Ford Lariat Ex Battery) all of the connected services are "expire," even though the vehical was "activated" and they have all the documentation.

The dealer told them that I purchased the vehicle as new and that they need to reset the trial period or activate the services... Blue Cruise, Blue Oval Charing Network, Connected Navigation. For whatever reason, tech support couldn't just activated it. "There must be a system error on our end" so it has to go to IT." They won't talk to you. Anyone who thinks this is "ridiculous", go buy any service or product and it's not fully functional and you'll be just as frustrated. The response to the dealer GM was they would "have to get back to them." The Dealer was surprised as I was.

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