Ford Sync System Updates/Fleet Mode

[rugedraw]

That really sucks. I'm not sure if it was rudedraw checking my VIN or Ford Support finally coming through, but I got a pop up message today while driving home that telemetry was turned on. When I check the Connected Vehincle menu it was all working. Tried connecting FordPass and it worked.

I hope Ford is able to resolve your issue soon. I was getting frustrated in just the few days it wasn't working for me. I'd be crazy frustrated after all the time you've waited. Good luck.

Yea, I can see all connected data for your truck now. For sure, it was not me checking your VIN that fixed anything. You bought your truck just 5 days ago. It could be the dealer hadn't reported the sale to Ford yet, so the modem didn't activate.

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[MountainAlive]

So have an appointment on Monday with my dealer to likely get my TCU replaced. To recap what’s been happening since I bought the truck mid March:
1. Could not get ford pass to connect upon purchase. No one knew why initially.
2. Helpful folks in this forum helped me confirm my VIN was showing my truck was in “fleet mode”. Then I understood why I was seeing the lock icon next to the “telematics” option.
3. Brought truck to dealer in April and they confirmed it was indeed in fleet mode (took a week for just this). I was informed that only Ford mothership could flip this to retail mode.
4. Nearly 30 emails and about 4 weeks later and multiple attempts at resetting and driving and resetting and driving Ford finally tells me they can’t communicate with my truck and haven’t heard anything from it since January. I’m told my TCU is likely faulty and that I need to return to the dealer for diagnostics and probably TCU replacement.
5. Assuming I eventually get this all connected again and Ford pass working etc, my biggest concern now is that my truck has not been able to receive OTAs since January. How is this typically handled if your vehicle is multiple versions behind on updates?
I’ll keep the forum posted as more “progress” is made on my issue.

 

[TaxmanHog]

So have an appointment on Monday with my dealer to likely get my TCU replaced. To recap what’s been happening since I bought the truck mid March:

5. Assuming I eventually get this all connected again and Ford pass working etc, my biggest concern now is that my truck has not been able to receive OTAs since January. How is this typically handled if your vehicle is multiple versions behind on updates?
I’ll keep the forum posted as more “progress” is made on my issue.

The Ford backend would have an inventory of what was successfully sent to the truck, once it has resumed checking in, the MoCo will prepare a roster of currently valid OTA's to go to your truck.

 

[COrocket]

I asked the dealer if they could just order the part now so it’s ready for June 3rd, but no they said they need to diagnose it at the shop first. Incredibly maddening experience up to this point. I seriously hope I get a new TCU and it finally fixes this.

The “no parts until we look at it” order policy is by far the worst aspect of the Ford Dealer service experience.

Several months ago I scheduled my Lightning in for the software update, 12V sensor, and tail light recall. Both are “replace” items, not “replace if defect noted” items. I also begged the service advisor to do the blindingly obvious step of order parts ahead of time, but they can’t. (Even though the month backlog between scheduling and the appointment would have been plenty of time for shipping).

So I roll up to the appointment first thing in the morning, guy looks it over and says yeah should have it back to by close of business - they’ll call in the afternoon for an update. Great! 30 minutes prior to close I get a call that the parts didn’t arrive in time (shocker) and they are keeping it overnight. So they do, and the following mid day I go pick it up and it’s ready, but the 12V sensor is still on order. So long story short I had to go back a week later for a second appointment.

It’s a shame that Fords corporate or dealer recall and warranty policies hamper the front line employees ability to provide great service. All the employees I interacted with were super helpful and apologetic to the situation. Ford could probably save a ton of money on overnight shipping and follow up appointment labor to boot - seems like a win/win.

This is of course in contrast to another major EV brand that has automated the diagnosis, scheduling , and part procurement work flow in a phone app, then they load the parts in a van and complete the work at your residence in about 30 minutes. And people think that I’m crazy when I say that Ford Dealers have a long way to catch up to other brands despite existing for decades.

 

[MountainAlive]

The Ford backend would have an inventory of what was successfully sent to the truck, once it has resumed checking in, the MoCo will prepare a roster of currently valid OTA's to go to your truck.

Ok this is a relief to hear then. I hope it works this way once the truck can be brought back online.

 

[MountainAlive]

Continuing the update on my saga. The early June dealer appointment only confirmed that they would need to replace my TCU, but of course they did not have the part as noted above. They ordered the part and I brought it back again this week to get it installed. I'm told the new TCU has been installed, but they are STILL seeing the "lock" next to telematics.
I have put in yet another help request with Ford Pro Services and my dealer has been in a help request on their end. I'm utterly exhausted by this and I feel like almost giving up on this truck at this point. I have a loaner from the dealer and I'm just waiting to hear what next steps we can take from Ford Pro Services and the dealer techs. If anyone has any ideas or suggestions or anything I'm all ears.

 

[TaxmanHog]

Continuing the update on my saga. The early June dealer appointment only confirmed that they would need to replace my TCU, but of course they did not have the part as noted above. They ordered the part and I brought it back again this week to get it installed. I'm told the new TCU has been installed, but they are STILL seeing the "lock" next to telematics.
I have put in yet another help request with Ford Pro Services and my dealer has been in a help request on their end. I'm utterly exhausted by this and I feel like almost giving up on this truck at this point. I have a loaner from the dealer and I'm just waiting to hear what next steps we can take from Ford Pro Services and the dealer techs. If anyone has any ideas or suggestions or anything I'm all ears.

Hope they can "See" the truck now and send the commands to removed it from fleet/demo mode.

 

[rugedraw]

Continuing the update on my saga. The early June dealer appointment only confirmed that they would need to replace my TCU, but of course they did not have the part as noted above. They ordered the part and I brought it back again this week to get it installed. I'm told the new TCU has been installed, but they are STILL seeing the "lock" next to telematics.
I have put in yet another help request with Ford Pro Services and my dealer has been in a help request on their end. I'm utterly exhausted by this and I feel like almost giving up on this truck at this point. I have a loaner from the dealer and I'm just waiting to hear what next steps we can take from Ford Pro Services and the dealer techs. If anyone has any ideas or suggestions or anything I'm all ears.

Lmk when you're ready for the black market fix.

 

[MountainAlive]

It’s alive!!! After the new TCU was installed I got the call today and picked up the truck and it is finally out of fleet mode! I finally hooked up the FordPass app for the first time, enabled blue cruise, blue oval network, PAAK, ordered my tesla adapter, and who knows what else I have been missing this entire time. But damn the FordPass app is kind of a letdown lol.

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