You all know the bad experiences I had with Pompano Ford, my dealership, including the PCM update.
After it was done INCORRECTLY, I got an email satisfaction survey from them. I gave the all "1", meaning TOTALLY UNSATISFIED. In the section for comments, I wrote:
I will not be bringing my Ford Fusion Hybrid back to Pompano Ford any more, because each time I have done so, the service technicians have failed to correct the issues.
I have brought it in THREE TIMES due to Express up and down windows not working properly. Each time, the tech "could not duplicate the problem" so nothing was done to correct it.
I brought the vehicle in twice to have the Ford software update completed, and both times it was not done correctly. The car continued to have a maximum EV speed of 62mph. When I brought it back a second time, they kept the car THREE DAYS in order to make sure it was "done right". During that time, they also addressed the problem of the windows again. During both of these services, I was given a Hertz rental which was a two year old Lincoln Town Car with weak A/C, body damage and broken hardware inside. I asked for a different car the second time and was told this was what they had to give me because I was not paying for it.
When I came back on the third day, I was told that the software update was already done and couldn't be repeated. Also, the windows were supposedly reprogrammed and should work correctly. For my trouble, they were giving my car the "Lincoln wash", including vacuuming the interior and cleaning the console. I got the car back, wet from the wash, not dried, not vacuumed, not cleaned.
I called to complain and spoke to the service manager who told me to bring the car in on Monday (today) to drive it with the tech on board.
I was so frustrated by the total incompetence of the service department that I called AutoNation Ford who asked me to bring the car in the next day. I met with one of their Hybrid technicians and advised what had happened. He said that the update can only be done once and he would check if it had been done by Pompano Ford. Guess what? Pompano Ford FAILED to perform the update, because as soon as he attached my car to the computer, it started to download the new software. It took TWO HOURS instead of THREE DAYS, and it was done correctly. My vehicle now goes into EV mode at speeds well above 62mph and my fuel economy has improved dramatically.
And guess what else? My express power windows continue to malfunction intermittently. So what did your Service Department do with my car for three days? NOTHING!
I responded to a previous survey as well, letting you know that my experience was particularly disappointing, especially because the Sales experience was outstanding. Brian Jewell is the first car salesman I have dealt with that I would look forward to doing business with again, and the entire Sales experience was positive. I completed that survey with 5 stars. But I will never bring my car back to Pompano Ford for service. I am sorry to say that everyone I came in contact with either didnt know what they were doing, didn't care, or both.
That was August 9th, and nobody from Pompano Ford has contacted me. Am I surprised? NO, that's why I'm taking the car to AutoNation from now on - they are much closer, they did a great job on the software update, and they seemed like they appreciate my business much more than Pompano Ford does.