What’s a normal wait time for dealership software fixes?

[toskin]

I’m seeking a yardstick for what’s a normal dealership experience when a lightning has a software issue.

In our case, we have a 2024 Flash that works great EXCEPT it won’t connect to Ford Pass (has never even completed a registration handshake) or updated using the modem. It was noticed on delivery, and an initial service visit fixed wireless CarPlay but not Ford Pass.

Its now at the selling dealership to again fix the modem issues (module updates are what I’m told it needs), but I’m not sure the dealership has actually looked at it, and we are now in our second week. The truck has tracking on it, so we can “see” where it is (deep in the storage lot) and whether it moves (it hasn’t).

I get that there are higher priority fixes than mine, but what’s a normal time interval to expect for our truck to be hooked up to a dealership computer and updated?

Also, the service advisor has been providing updates on the truck, probably unaware I can see it in a parking lot. How long should I leave the truck there, and what alternatives do I have?

thanks.

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[Scorpio3d]

I’m seeking a yardstick for what’s a normal dealership experience when a lightning has a software issue.

In our case, we have a 2024 Flash that works great EXCEPT it won’t connect to Ford Pass (has never even completed a registration handshake) or updated using the modem. It was noticed on delivery, and an initial service visit fixed wireless CarPlay but not Ford Pass.

Its now at the selling dealership to again fix the modem issues (module updates are what I’m told it needs), but I’m not sure the dealership has actually looked at it, and we are now in our second week. The truck has tracking on it, so we can “see” where it is (deep in the storage lot) and whether it moves (it hasn’t).

I get that there are higher priority fixes than mine, but what’s a normal time interval to expect for our truck to be hooked up to a dealership computer and updated?

Also, the service advisor has been providing updates on the truck, probably unaware I can see it in a parking lot. How long should I leave the truck there, and what alternatives do I have?

thanks.

If it has not moved in two weeks then what updates have they given you? that seems ridiculous! If they had to order a part, they should’ve let you take the truck and rescheduled unless they have it taken apart or something I would be raising hell!

 

[toskin]

It is a perturbing situation, but it’s also a huge dealership and I can understand them having limited EV techs and having to juggle things. I’ve gotten “he’s working on it” several times, and to be honest the service advisor probably doesn’t know exactly what’s going on with every vehicle back there.

What led me to ask this question is that every time I’ve had a “normal” vehicle in for warranty work they seem to be in a hurry to have it in and out. This just feels weird…

 

[rugedraw]

Do any of your connected services work? Is it just Fordpass you cannot connect to?

PM me your VIN and I'll poke around and see if I see anything that helps.

 

[toskin]

We don’t have any connected services. It’s been an odd feeling - we would not have given this a second thought in our previous truck, but I can imagine a thousand ways this could cause future problems in a lightning.

I’ll pm later this evening once I can get the VIN at home. Thanks!

 

[invertedspear]

This just feels weird…

Likely because it is. Remember how much many/most dealers resisted the Model E certification program? Dealers don't like change. Service techs don't either, that means they have to learn something new, and not just like an evolution of what they already know. EVs are practically alien to ICE mechanics, even more so than diesel is to gasoline. So only the dudes who love cutting edge gadgets are actually getting behind these vehicles. This is likely why only like 1 in 5 dealers seems to their ass from their elbows when it comes to the Lightning and MME.

It's bad enough that when I took mine in to have the camera looked at (same cameras that are on the ICE trucks) they actually let me talk to the service tech, their only EV certified tech, and he went on a 20 minute EV FUD rant while I was trying to show him the gap in camera coverage.

In general:
- Salesmen don't want to learn how to sell them. Learning time is time not spent closing deals.
- Service advisors hate they can't just keep pushing high margin oil changes
- Service techs hate having to figure out something so alien, and they've ranted about software long before EVs since it's a completely different discipline than wrenching and tuning a gas engine.

So yeah, it's weird because Ford pushes EVs but Dealers resist them. Ford dealers are not Ford, they just get to put the name on the sign. It's going to be awhile before the dealers get on board.

 

[toskin]

You bring up a point I had not considered- don’t all new F150s have a modem and FordPass? Would ours be harder to fix than the modem on an ecoboost F150?

 

[rugedraw]

The modem has not been activated on your truck. That's why you can't connect to Fordpass or have any connected features working:

Your truck has been sent an APIM update several times which continues to time out and fail since your truck can't ping the server back to allow the OTA trigger to activate.

I would contact Ford customer care and see if they can send an activation signal to your modem. Dealer has no reason to keep your truck for this BS.

 

[davehu]

I’m seeking a yardstick for what’s a normal dealership experience when a lightning has a software issue.

In our case, we have a 2024 Flash that works great EXCEPT it won’t connect to Ford Pass (has never even completed a registration handshake) or updated using the modem. It was noticed on delivery, and an initial service visit fixed wireless CarPlay but not Ford Pass.

Its now at the selling dealership to again fix the modem issues (module updates are what I’m told it needs), but I’m not sure the dealership has actually looked at it, and we are now in our second week. The truck has tracking on it, so we can “see” where it is (deep in the storage lot) and whether it moves (it hasn’t).

I get that there are higher priority fixes than mine, but what’s a normal time interval to expect for our truck to be hooked up to a dealership computer and updated?

Also, the service advisor has been providing updates on the truck, probably unaware I can see it in a parking lot. How long should I leave the truck there, and what alternatives do I have?

thanks.

I called my dealer today (Tuesday) and mine will be done the day after tomorrow (Thursday) . pickup and deliery. Got it back. everything good to go. took 48 hours.

 

[EFG]

I have had my 2023 in 3 times for software updates to Clermont Ford in Florida in the 6+ months I have owned it. I ALWAYS get it back the same day.

 

[lcsmall]

We don’t have any connected services. It’s been an odd feeling - we would not have given this a second thought in our previous truck, but I can imagine a thousand ways this could cause future problems in a lightning.

I’ll pm later this evening once I can get the VIN at home. Thanks!

I'm having the same issue with my new 2023 Lightning XLT. I have not been able to connect to FordPass since I bought it a month ago. The connection times out and I get a prompt that I didn't authorize the code that is suppose to pop up on my screen. I never get the code.

My challenge is I bought the truck about 4 hours away. I had an appointment with a local dealer to get it fixed, but they claimed they did everything they could and it still won't connect. I have another appointment next weekend at selling dealership that is requiring me to get a hotel and hope they can get it working.

Very frustrating since I came from a Tesla that just worked from day one.

 

[Nolander]

I have had my 2023 in 3 times for software updates to Clermont Ford in Florida in the 6+ months I have owned it. I ALWAYS get it back the same day.

Pretty much same here.

 

[toskin]

Yes, we (wife and I) share a former hertz rental Tesla as our commuter vehicle. The software gulf is vast between the two vehicles, which is why we reached out to the forum community to see what our expectations should really be on the Lightning software.

 

[TaxmanHog]

Can't wait to hear from your that the dealer sales team has FINISHED the job of closing the sale {activation of the modem}

 

[rugedraw]

Can't wait to hear from your that the dealer sales team has FINISHED the job of closing the sale {activation of the modem}

I am still not 100% sure of how it works, but I am sure it not somebody at the dealer level activating the modem once a vehicle is sold. I think it is supposed to happen automatically once the vehicle gets reported sold at the dealer level (which they did).

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