Lack of OTA Updates...Am I the Only One?

[Zprime29]

I doubt it is out of stock everywhere because my dealer reached out to me this week to schedule a mobile tech to replace mine, theyre coming out tomorrow.

That's good to know, perhaps a new shipment of parts is arriving at dealers now. I'll check in with mine later in the week.

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[Mmiketa]

That's good to know, perhaps a new shipment of parts is arriving at dealers now. I'll check in with mine later in the week.

Just got mine done. The mobile tech showed up, finished, and was on his way within 15 minutes.

 

[jhawkbear]

Today marks 250 days (a little over 8 months) since I got my last update..

 

[PrivateJoker]

I'm now on trip # 14 back to the dealer trying to fix the below. It's been with them for a week this last time going back and forth with Ford. I have no idea what happens out of warranty, but this has not been confidence inspiring.

 

[Daragh]

Can dealers to the updates?

I tried this based on Ford Customer Services advice, so in theory yes your dealer can manually update the software , however my dealer claimed that they have been instructed by Ford not do to manual updates!!!

In my view, Ford is struggling (metaphorically drowning) with the concept of a software driven product and sadly is in way over its head. It needs to heavily invest and modernize its servers, software and firmware policies and departments to be on par with the real world expectations of customers in 2024 by issuing timely software and firmware updates to their products such as Lightning and MME.

The whole OTA issue aside (which is a big one, but putting it aside for a moment) the Lightning is an awesome truck and I love driving it!

Que the why do you feel ford have to send updates and why do you need updates anyway folks....go!

 

[jhawkbear]

My truck is headed back to the service department today. This will be the fourth time in there to have the rear light bar recall done. They keep finding excuses to not do it. (That’s whole different topic)
I’ve also asked them to look into the OTA issues (or lack of updates). They still show that my truck is up to date, even though my last update was in July.
But the service manage said he will try to manually update anything that he can. So we’ll see how it goes.

 

[VTHokies]

On a 4 week streak of an update each week, just got 6.1.0, finally out of the 4.x.x.x!!!

Sept 23 build, Oct 23 purchase Lariat ER

 

[Jseis]

April 2023 build. Late June ‘23 purchase-ER Lariat.

One update received :
Ford power-up 4.2.1.1 on Feb 29, 2024

 

[mrfreeze574]

I was stuck on 4.2.1.1 and I followed these instructions and it triggered 4.2.1.2 to download and install..

Ford PowerUp Updates - Get Your Updates Fast! (youtube.com)

I am hoping this has triggered my truck to start getting updates regularly like some others have experienced in this thread. I am going to let it settle for a week or so and try again if I don't get another update soon.

 

[rugedraw]

I was stuck on 4.2.1.1 and I followed these instructions and it triggered 4.2.1.2 to download and install..

Ford PowerUp Updates - Get Your Updates Fast! (youtube.com)

I am hoping this has triggered my truck to start getting updates regularly like some others have experienced in this thread. I am going to let it settle for a week or so and try again if I don't get another update soon.

Pure coincidence. This does not do anything in terms of getting an OTA trigger created for your vehicle on the server.

 

[oldwizard99]

My one and only update was back in June of 23. I'm on version 4.2.2.2

 

[jhawkbear]

Still no updates for me. I’m almost at 9 months since my last one.

 

[mrfreeze574]

I was stuck on 4.2.1.1 and I followed these instructions and it triggered 4.2.1.2 to download and install..

Ford PowerUp Updates - Get Your Updates Fast! (youtube.com)

I am hoping this has triggered my truck to start getting updates regularly like some others have experienced in this thread. I am going to let it settle for a week or so and try again if I don't get another update soon.

Yesterday I received 23-PU0724-DOM-RS!

Hoping this trend of weekly updates continues until I'm caught up. I'm traveling soon and really want the Supercharger update before then.

If I don't get it in time my dealership is willing to push me to the latest but it takes around 6 hours. I don't want to waste their time and mine.


4.2.1.1. > 4.2.1.2 > 23-PU0724-DOM-RS in about a 3 week period.

 

[mrfreeze574]

Just got 4.2.3.1.. slowly moving up. Really would like to catch up to the Supercharger update.

4.2.1.1. > 4.2.1.2 > 23-PU0724-DOM-RS > 4.2.3.1

 

[HaroldCal]

I own two Lightnings now. My first one, a 23 Platinum, was ordered on launch day, and delivered Nov of 2022. That one originally had the same issues that many of us early folks had. But after the modem issues were resolved, that one has been getting timely updates ever since, as best I can tell. (it received the Tesla update on 2/29)

My 2nd Lightning is a 23 Lariat, purchased from dealer stock Oct 2023. It has received zero updates since I purchased it, and from what was mentioned to me, not since it was built in Jan2023. So there is obviously a problem there. Now that the Tesla update is out, that's a priority for this truck, as it is used to frequently travel out of town, and having Supercharger access in my part of the country is a huge difference as far as charging flexibility.

My dealer actually contacted me directly to perform the LVB TSB on both trucks, so I had them come out and knock them both out on the same day. Took all of 30m to finish everything.

I purposely waited to have those done before moving forward with any complaining about not receiving OTAs, as I knew that might have a positive effect on the problem. Well, no bueno. Didn't change a thing. So I called the mothership, and spoke to the In-Vehicle Technology team. They created a case for me, and gave me the usual recommendations (turn off the headlights, make sure it's plugged in, put your right leg in, put your right leg out, do the hokey pokey and turn yourself about). And (shocker) that didn't make a difference. So I waited a week, and called back in to advise as such. THey said, 'Yep, nothing more we can do from here. I can see you have a bunch of updates waiting. So go ahead and take it to the dealer, and give them this case #'.

I contacted the dealer, and advised that I needed an appt when a loaner truck would be available (not just a Hertz rental). That took another week to be available. Appt came up on 3/29, and I dropped the truck off. They sat on it for a week without even looking at it (why is this a thing?). They called me on 4/5 to ask me to...Call Ford and have them allow the dealer access to the case#, because apparently the case had been closed. So much . So of course, I had to drop everything and call Ford myself (because they couldn't do that??), and get it straightened out. And if I didn't hurry, they would move on to the next vehicle, which would put me back another week. So here we are a week later, and I finally get a call from the service advisor, and later the shop foreman, advising that they have been back and forth with the HotLine folks for the last week, trying to get approval to do the updates by FDRS. HotLine eventually told them to not perform the updates, unless supported by a TSB. HotLine told them that Ford won't be covering it, but if the customer wants to pay for it, go right ahead then.

Needless to say, I'm livid. So I spent another 2.5 hours on the phone today, getting transferred from department to department, with no one being the right person to speak to that can actually resolve the problem. BEV Team -> OTA Team -> Service Assistance -> BEV Team -> Got disconnected -> Call Back, BEV Team (only marketing people, apparently) -> Concerns dept -> Customer Experience - BEV dept. Finally making progress. They are going to call the dealer to discuss. She created a new case#, as apparently the old case# had been closed. AGAIN. More . New case# has a different prefix involving CX, so that's maybe a good sign.

I said "Listen, here's what I am looking for: I need the person that will 1. Understand the problem, and 2. Apologize profusely for this horrific customer service experience and 3. Get it fixed
tout de suite.". She assured me I was in the right place, and provided me her direct contact phone and email address. That finally feels like real progress. She said that I can expect to hear from her today or tomorrow at the latest.

I've got about 5 hours in on phone calls, and $175 on dino juice for the loaner. This is not the way, @Ford Motor Company . I own 3 Ford trucks, and have been a loyal customer for all of my adult life, since my '78 Grenada. Do better.

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