sonofzell
Well-known member
- First Name
- Kirk
- Joined
- Mar 4, 2021
- Threads
- 7
- Messages
- 186
- Reaction score
- 197
- Location
- Philadelphia, PA
- Vehicles
- '21 F150 XLT Sport 2.7EB SCrew 302A High
- Thread starter
- #31
In case it's of any interest, here's my latest developments, and a surprising (if not shocking) minor "victory"...
* Per my dealer's suggestion, I brought my truck in for visit #5 on March 8th. They tried once again to apply system updates and/or restore my modem functionality but claimed that, even with the [unspecified] update they had received from Ford, my truck refuses to accept any updates.
* After replacing the APIM and TCU, the current suggestion is replacing the gateway module and once again attempting to update. I've been told that part is "on order", and that I'll need to return the truck once again for installation and programming.
Subsequent to the service visits, I'd been in a constant back-and-forth with Ford customer support. While I certainly didn't have high expectations from them, each interaction became more frustrating. I'm simply amazed at how poor their response has been... no return calls, rude/confrontational/insulting interactions, and circular "double-talk" at every turn. Finally, after losing my sh*t and going full "Karen", I was able to get the attention of a higher-level rep. Obviously, they didn't have any "magic fix" for my situation, but for the first time, I was able to engage in a conversation that went deeper than "there's a fix coming, just keep waiting". My case was opened in November of 2021; there's simply no excuse for it to take 5+ months to have someone willing to engage in a serious conversation about a $60k transaction.
Okay, rant aside: my conversation ended with a promised follow-up (as all others had, but never did), and I was quite surprised when the rep apologetically told me that, while there's nothing they can do to expedite a solution, he was prepared to offer me a complimentary Ford Protect PremiumCare plan with coverage to 5yrs/75k miles.
It certainly doesn't help with getting my truck to operate as it was advertised, but considering the frustration and runaround I've had to deal with in the first 13 months of ownership, I have to consider it a win. As for an actual fix, the saga continues....
* Per my dealer's suggestion, I brought my truck in for visit #5 on March 8th. They tried once again to apply system updates and/or restore my modem functionality but claimed that, even with the [unspecified] update they had received from Ford, my truck refuses to accept any updates.
* After replacing the APIM and TCU, the current suggestion is replacing the gateway module and once again attempting to update. I've been told that part is "on order", and that I'll need to return the truck once again for installation and programming.
Subsequent to the service visits, I'd been in a constant back-and-forth with Ford customer support. While I certainly didn't have high expectations from them, each interaction became more frustrating. I'm simply amazed at how poor their response has been... no return calls, rude/confrontational/insulting interactions, and circular "double-talk" at every turn. Finally, after losing my sh*t and going full "Karen", I was able to get the attention of a higher-level rep. Obviously, they didn't have any "magic fix" for my situation, but for the first time, I was able to engage in a conversation that went deeper than "there's a fix coming, just keep waiting". My case was opened in November of 2021; there's simply no excuse for it to take 5+ months to have someone willing to engage in a serious conversation about a $60k transaction.
Okay, rant aside: my conversation ended with a promised follow-up (as all others had, but never did), and I was quite surprised when the rep apologetically told me that, while there's nothing they can do to expedite a solution, he was prepared to offer me a complimentary Ford Protect PremiumCare plan with coverage to 5yrs/75k miles.
It certainly doesn't help with getting my truck to operate as it was advertised, but considering the frustration and runaround I've had to deal with in the first 13 months of ownership, I have to consider it a win. As for an actual fix, the saga continues....
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