First Two Months Of Ownership Have Been A Nightmare

[FirstF150InCasco]

Sorry to hear of you troubles. Very frustrating. I share the view of others in the thread that, once you get past all of this, you'll love the truck.

For me, I've always (since 1992 that is) bought my Ford's from my local dealer, Bonnell Ford in Winchester, MA. Great support. Family owned dealer. I've moved away from Winchester but I still go there for all sales and service.

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[climateguy]

I assumed the FordPass app must be useful until I used it. I couldn't find anything it could do that I wanted. Maybe I didn't give it a fair shot.

I'm surprised to hear your report that any Ford dealer can refuse to continue to work on a problem they have decided they don't want to bother to solve, with a Ford that is under warranty. I would have called Ford to have them confirm that they don't care about this, i.e. that the Ford manufacturer's warranty is only useful if you can find a dealer willing to honor it. I would be studying my state's lemon law if Ford told me my warranty was basically worthless depending on where I live.

My general impression of my Lightning is that I'm delighted I was in a position that I could buy one of these, notwithstanding the issues associated with it. It is taking me longer than I thought to understand how to operate this vehicle, but the more familiar I become with it the more delighted I am to own it. This forum has been very valuable to me as I try to distinguish between problems that have easy workarounds and those that would require service.

EVs are evolving rapidly and we are fairly early adopters. I'm a bit surprised that Ford is having problems with software development. It seems their dealer technicians have been making too many errors when it comes to deciding a problem is software or hardware which has cost Ford so much they are requiring this lengthy approval process before allowing warranty work.

 

[owl123]

Completely understand your frustration. I'm hoping I don't run into any similar issues because I just recently purchased a truck from an out of state dealership.

That said, it sounds like everything you are dealing with has stemmed from a single issue. Doesn't make it any less frustrating, but I clicked on this thread expecting to see a story with multiple vehicle issues. Sounds like you are really getting subpar service from Ford rather than any tremendous issues with your truck.

And FWIW, as someone who also owns a Model Y, I've personally been pretty disappointed with the FordPass app. It can do a few things for me and I like PAAK, but nowhere near the Tesla experience. Ford is miles behind Tesla on many aspects that I really like about my Model Y and, frankly, I doubt they'll ever catch them. That said, without those expectations in place, I can really appreciate how awesome the truck is at the same time.

 

[hturnerfamily]

here's where I find an annoyance about your situation: you are relying on a 'selling dealer' to somehow take care of all your questions and needs - you probably have a FORD dealer MUCH closer. ANY Ford Dealer can help you... your truck is under warranty. Driving 4 hours and LEAVING your truck is a problem that you, yourself, have contributed to.


Your Ford Pass App is also not required to drive the vehicle, although I'm sure you'd like the amenities it provides, for sure, but it's not REQUIRED to drive the vehicle.

I'm looking for some advice. I've owned probably 10 Ford vehicles and this has easily been the worst experience.

A) I bought from a dealership 4 hours away...
- I've bought several BRAND NEW vehicles, like you, one over 850 miles away, because they HAD the exact model and trim and options that I wanted.
But, the brand has a LOCAL dealer close by who has no issues with warranty issues, or service, etc.

B) ... trying to set up FordPass app. .. so I can locate EA chargers and get home 4 hours away,
- you don't need that to 'find' chargers. Google maps works perfectly, or the EA or Chargepoint or EVgo or any other brand charger's app, including now, Tesla, if you have an adapter. Any of these have navigation, if that's your concern.

C) So 6 weeks after buying truck I'm heading back to the dealership 4 hours away
- leaving a vehicle at a service center or Dealership is just asking for hardship - 'they' don't have the same urgency you do. 'they' have other customers who came before you. 'they' are at the mercy of parts deliveries. If they don't have the part, don't take your truck there, until they do.

D) In the meantime, I've spent money on a hotel, gas for the loaner vehicle, charging costs to get back to dealership...
- you didn't 'have' to drive 4 hours away, or 'spend the night' - that's really your choice. Gas comes with driving any vehicle, if you are willing to accept their 'gas loaner'.


E)... and I missed out on the NACS adapter deadline since I can't access my FordPass.
- as an owner, you have access to your Ford BlueOval account, where all your vehicle information, connectivity, and payment/ordering options lie. You have access to that regardless of the Ford Pass App. That's where you 'order' any items, or the adapter, etc.

Any advice?
1) you've put yourself in aggravating places with your choices. Driving 4 hours to buy a vehicle is not a problem, in itself, but expected to have to drive back to that same dealer for warranty or service or technical issues is the problem. You don't have to.
2) don't ever leave a vehicle at a dealer who simply 'says' they will take care of you. MAKE SURE they give you a SPECIFIC timeframe, or guarantee, that your truck will be READY, when you are. Ford doesn't pay for your 'inconvenience' of driving to a dealer, or your time, or trouble, whether it's simply across town, or 8 hours away, or in a different state, or during the winter months, etc. Your 'problems' are technical problems, not MECHANICAL ones - none of that is keeping you from driving your truck. Annoying? Yes. But not prohibitive.
3) the App, whether Tesla, or Ford, is not the end-all to enjoying or driving your LIGHTNING. This is an AMAZING machine. Don't let these short-term personal issues keep you from the end goal. Ford will, eventually, get it straightened out, or help you to find the connectivity you need. Ford's NAVIGATION is not going to be the 'only' source to get you where you want to go - use your phone. Ford's on-screen Charge App is also not going to be the only way to 'find' charging options - use your phone.


We just returned from Panama City Beach - towing our camper. Not a single issue. Charged only at Tesla Superchargers - not a single issue. It's all good.

 

[lcsmall]

you probably have a FORD dealer MUCH closer. ANY Ford Dealer can help you...

You must have missed the part where I did go to a local Ford dealer and they were only willing to do a basic reset of systems and not a full diagnostic check.

 

[rugedraw]

You must have missed the part where I did go to a local Ford dealer and they were only willing to do a basic reset of systems and not a full diagnostic check.

PM me the VIN. I'll poke around and see if I see anything helpful.

 

[lcsmall]

PM me the VIN. I'll poke around and see if I see anything helpful.

Done. Thanks.

 

[Lytning]

@Ford Motor Company needs a Rapid Response Team to address issues like this. Ford's reputation is taking a beating on minor to moderate problems which do not get addressed for a disproportionately excessive amount of time ... which creates havoc in the life of the owners for a disproportionately excessive amount of time. And, this forum and social media allow the owners to shine a bright light on the incompetency and lack of customer service. Our trucks have FORD displayed in several highly visible locations. Ford owns this whether they realize it or not.

 

[rugedraw]

Done. Thanks.

Got your message and yes, I did look up your issue before. I looked up our previous convo (impossible for me to remember every case). However, I am still in the same situation as back then where I can't see any codes since your truck is not reporting anything to the cloud. The country code in your TCU is correct, so that's not it. See if you can find your FORScan adapter and pull the codes your truck is reporting. That would be a big help.

If you have not done it yet, disconnect the negative cable from your battery and let it sit like that for 15 minutes or so and plug it back in. If the TCU and/or GWM is in some funky state, this will cause a hard reboot of the modules. You'd be surprised how many things rebooting those modules have been known to fix. With FORScan, you can reboot them without disconnecting anything or pulling any fuses.

 

[lcsmall]

Got your message and yes, I did look up your issue before. I looked up our previous convo (impossible for me to remember every case). However, I am still in the same situation as back then where I can't see any codes since your truck is not reporting anything to the cloud. The country code in your TCU is correct, so that's not it. See if you can find your FORScan adapter and pull the codes your truck is reporting. That would be a big help.

If you have not done it yet, disconnect the negative cable from your battery and let it sit like that for 15 minutes or so and plug it back in. If the TCU and/or GWM is in some funky state, this will cause a hard reboot of the modules. You'd be surprised how many things rebooting those modules have been known to fix. With FORScan, you can reboot them without disconnecting anything or pulling any fuses.

Thanks for looking it up. I can't do anything with the truck right now since it's 4 hours away at the selling dealership. FWIW, I did try disconnecting the negative battery cable and it didn't solve the issue. I appreciate the help.

 

[3rdgenfan]

You must have missed the part where I did go to a local Ford dealer and they were only willing to do a basic reset of systems and not a full diagnostic check.

There seem to be some members who are unable to accept that a vehicle can have issues and it isn't always the issue with the enduser/customer/owner.

 

[NCevGuyF150]

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

In the beginning, I had an issue with my FordPass also. It turned out that I had keyed in my credit card number or the expiration date incorrectly. Once I corrected that everything worked fine. Could you try another credit card with your FordPass?

 

[NCevGuyF150]

Is this just because of the Ford Pass app? You do understand is basically garbage and has almost no real value like you are use to with a Tesla. You can't do much of anything with it and the built in navigation doesn't route like a Tesla. I'd use Google maps and the Tesla app for using compatible SC.

You actually need to setup a Ford account online and then you could have placed the adaptor order. However as most know already waiting for this adaptor is now beyond ridiculous, so save the headache and buy and A2Z.

I have been waiting for my adapter since February 29. Every time I look at the status it’s out another month. That is very frustrating to me.

 

[EdRudy]

I refused to use the dealer I purchased my truck from, they were horrible. Went to one about 15 miles away. They are great. Granted my truck has been with them for a month tomorrow but they did all of the recalls, the CSP's, and found and corrected a sunroof water leak that I never noticed. They ended up replacing all carpet and headliner. They had to rip it apart, take pictures, and get Ford approval before completing the sunroof work. They even replaced the outside gasket on the roof of the truck.

Some might complain that a month is a long time, but with the free loaner I don't mind a bit. Nice to get everything done at once.

(They did offer to release my truck until all parts and approvals came in but I just wanted it all done.)

 

[astrand1]

Is this just because of the Ford Pass app? You do understand is basically garbage and has almost no real value like you are use to with a Tesla. You can't do much of anything with it and the built in navigation doesn't route like a Tesla. I'd use Google maps and the Tesla app for using compatible SC.

You actually need to setup a Ford account online and then you could have placed the adaptor order. However as most know already waiting for this adaptor is now beyond ridiculous, so save the headache and buy and A2Z.

I would not say it’s garbage. The app works fine for me. I can see realtime charging, set up departure times and remote start. It could be way better for sure but it’s ok. The navigation is also decent. It works sorta like Tesla in that it will route you to a charger if you put in a longer trip. Although I wish they would add in superchargers since we can use them now. And yes love my A2Z adapters! Works great. I’m in the list for a free ford ones but who knows when that thing will ship. lol.

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