Official Ford Service replaced

[Eddie Sessum]

Don't know how true it is but the hourly warranty rate Ford pays is based on surveys. That's what one dealership told me that for Ford it can vary $4 a hour and for Lincoln around $7.

 

I honestly haven't seen a dealer survey in years I believe the emails go into spam and get lost. Lincoln did call me and asked me to write a review on my service experence for some social thing. Dont know where it's going exactly.

[Sleddog]

I used to get service surveys after every trip to the dealer. That stopped after I gave poor rating because of a lack of attention to detail in repairing my Fords. Like forgetting to tighten the bolts on the starter of my 06 F-150, installing one tire wrong side wall out, on a new set of tires, installing a blend door motor that caused the air to be diverted opposite to the switch selection. Both of those happened on my 09 Focus. The service manager answer to the issues... "Well every one has a bad day". That's just what I want to hear. I hope I don't get the tech that's having a bad day when I need brakes, or a major repair.

 

Again, this begs the question; will Ashley and the other Ford representatives actually answer questions or will they slowly fade away when the going gets tough?

 

And yes Ashley, I'm going to call you out.

 

About all you have done so far is call area reps about issues. You passed off questions about suggestions to Ford Social. And my question to your IVT expert still goes unanswered. So just what are you here to accomplish? No selfies, photos of pretty people driving cool cars, or feel good stories are needed here. We have technical questions needing answers, and issues we need solved. Are you and the others associated with Ford going to be an online version of Ford customer service? You know, the folks you call that can do absolutely nothing about your issues or problems. My favorite line from them is "Your dealer will have to help you with that issue." Well guess what.. I wouldn't have called customer service if the dealer could solve the issue.

 

Tell us exactly what you can help us with technically, or again, are you just another customer rep that has no technical experience that's here to be a cheerleader? If so, that's fine. If you have read this forum, we have questions we need answered, We have problems we need fixed. So just don't promise what you can't deliver.

 

And by the way, Welcome! I really mean that! I hope you prove to be really great at helping us get questions answered and problems solved. We are waiting. Show us what you got. Impress us.

[GrySql]

Hey Sleddog,

Yes, we have hard questions that are not in the Ford CS computer.

I got this answer in the smelly A/C thread...

--

GrySql,

I definitely understand your frustration about this, but I'm not a trained vehicle technician. Additionally, it is extremely difficult to speculate as to the cause of the odor without actually being there to smell it, which is why your dealer is the best option for diagnosing it. I'm happy to set up those having this concern with their regional customer service manager, so they can help facilitate the discussion with your dealer and get the ball rolling on this. I'll just need the info I asked for in my previous post. :)

Ashley

--

I sent my info as asked and of course I'll be happy to talk to my local CSM, but as we all know, Ford does not have a fix for the issue or it would have shown up in that A/C Thread.

What will my Dealer do, the best Ford Dealer in the whole USA? Remains to be seen....

 

I still go back to when the Leather Gear Shift Knob was not acknowledged as the wrong one with the 505 package.

Something finally happened when my question got to Ms Samantha Hoyt's desk, and her own cars had the wrong Shifters installed - then it took 3 months to become a TSB.

[Eddie Sessum]

The fact my dealer said its been there on other cars too and is even a problem on his own personal car. Ford told him turn off the ac 2 minutes before turning the car off is the solution lol.

 

They still did the cleanout with the stuff for this first time and opened a ticket on fords end just to get the ball rolling incase theres ever anything major down the road needs to be changed to fix it up. I believe its the way the coil is designed it doesnt properly drain off the fins. Ford has sold so many they dont want to admit this is the issue.

 

 

Here is a good read that makes a good point on what it could be that the newer cars have it and the older ones dont.

 

http://autorepair.about.com/cs/heatingac/a/aa071601a.htm

Edited December 22, 2013 by Eddie Sessum

[acdii]

I went through all this already and got no where. Only my dealer's standing behind me is what kept it from going legal. With Ford CS telling me there is nothing wrong with the car, yet now that I have a later build car that works exactly as I had thought it would, far exceeding what I could ever get in that first one leaves me with little faith in Ford CS. I consider my self lucky that I have a dealership who cares about their customers more than their bottom dollar.

 

When you also consider that many of us here still have been unable to get more than 11 gallons in the tank when the gauge shows completely empty, and nothing from Ford as to why, leaves me wondering. I had my service manager do a TSB check on both the tank issue and the auto highbeam problem I have, and found nothing.

 

However they were able to get rid of that squeak from the left wiper shaft! :)

[GrySql]

The fact my dealer said its been there on other cars too and is even a problem on his own personal car. Ford told him turn off the ac 2 minutes before turning the car off is the solution lol.

 

They still did the cleanout with the stuff for this first time and opened a ticket on fords end just to get the ball rolling incase theres ever anything major down the road needs to be changed to fix it up. I believe its the way the coil is designed it doesnt properly drain off the fins. Ford has sold so many they dont want to admit this is the issue.

Here is a good read that makes a good point on what it could be that the newer cars have it and the older ones dont.

http://autorepair.about.com/cs/heatingac/a/aa071601a.htm

 

After reading that 2003 article is appears that we, and millions of others, are ingesting nasty things when we use our Ford HVAC systems. Sounds like a wide spread problem that car companies don't want to acknowledge.

FTA: "The origin of the smell is caused by fungus, bacteria and other microbes growing inside the evaporator core. The moisture-laden environment is very conducive to the growth of these organisms."

 

I am tempted to take my car to a Mold specialist company, the folks that work on houses and such, and have the Ford AC system tested to see what is coming out the vents. I'll have to see how that is done and costs.

For someone with a chronic breathing problem this cannot be helping. For those that don't, it might be giving them a chronic problem. Swell.

 

So, according to Ford, the smart thing to do is turn off the A/C but leave the blower running 2 minutes before you turn off the car. A high tech answer.

Maybe there should be a 'Fungus Delete' timer button in the Climate Control MFT panel, ya think?

[acdii]

A defungal mode, wouldn't put it past them. An easier fix would be a UV lamp in the system that will kill the mold. Since Mold spores are everywhere, everytime the system is turned on it will intake them, then the cycle starts all over again after every cleaning.

[Eddie Sessum]

Im suprised that they dont have some form of timer for when you shut the car off. On the 2012+ mercades they now have where for 30 seconds after you shut the car off the fan blows on low to make the temps the same across the board.

 

MB forums say it helps alot.

[aaronj1159]

Thing is even when I take those preemptive steps the smell comes back.

[IraF]

Ashley,

I know that syncmyride is not your area and as I mentioned the other day the site is down and you said you would mention this to your IT person and I also indicated to you do they have any idea of what they are doing, I also mentioned that the last time they played with that data base they deleted my MFT 3.6.2 and it reverted it back to 3.5.1.and there were QUITE A FEW PEOPLE also in the same boat as myself.

Grab your seat belt, I finally got into syncmyride and I found that my MFT update is now back to 3.5.1 so you can imagine there will be some other unhappy people. Please convey this to your IT person and also perhaps R&R so called computer specialists.

 

 

https://support.ford.com/tools/account/home

Edited December 23, 2013 by IraF

[B25Nut]

I think the fact that we have not had the response "Yes, we are aware of this problem" is good evidence of how ineffective Ford Social is for identifying issues and initiating solutions for them.

[FordService]

Hi, folks. I'll start with the Ford Social issue. :)

 

Posting ideas to Ford Social was merely a suggestion, based on the fact that it is an already established area where designers and engineers go for customer feedback. That isn't to say that it is the only way possible for getting your suggestions and ideas out there. Currently, other than Ford Social, the only process for documenting ideas is by submitting product feedback. I can definitely log all of your ideas into our computer in that way, I will just need your name, phone number, VIN, mileage, and dealer info. If there is something about your vehicle that you think could be improved, send it to me with that info, and I'll document it.

 

None of the other forums I have worked on have had such a strong desire for passing along suggestions, so it isn't something I assumed you all would be so passionate about. I'll make it a priority to see if there are any other options for us to get that feedback to the design team, other than Ford Social or documenting your ideas individually through the computer.

 

Welcome Ashley!

 

My question is regarding the rear window. Many people (including me) have complained about a distorted view out of the rear window. Can you find out if Ford has changed the manufacturing process for the rear window to eliminate the optical imperfections that cause the car behind you to look like it's been in a bad accident when it hasn't? I have already tinted my windows so replacing it might prove to be a problem, but I am curious if Ford is aware of the problem and has done anything about it for newer cars.

 

Thanks!

dmt1971,

 

I'll see what I can find out about the rear window.

 

... Ashley, keep us posted on here about the AC stink fix if you can. I pick my MKZ up on monday after they did alot of work to it and put the mildew eater stuff in there but I know its going to come back soon being were having 80* weather down here in winter.

Eddie,

 

I will definitely pass along anything I hear. Unfortunately, though, Lincoln has its own social media team, so your best bet is to reach out to them on Twitter or Facebook if you need a hand.

 

Ashley,

Ford's official stance on certain things is the opposite of reality, for instance - Daytime Running Lights. ...

 

How can this be? Why can't Forum members like Milleron get this easy service done at his Dealer?

GrySql,

 

Ford Dealers are independently owned and operated, so they determine what additional modifications/adjustments/services they provide. DRLs are not a standard feature on U.S. vehicles, and so not all models have this as a feature. Some dealers may choose to alter or modify vehicles to have this feature, and others may not.

 

... Again, this begs the question; will Ashley and the other Ford representatives actually answer questions or will they slowly fade away when the going gets tough?

 

And yes Ashley, I'm going to call you out.

 

About all you have done so far is call area reps about issues. You passed off questions about suggestions to Ford Social. And my question to your IVT expert still goes unanswered. So just what are you here to accomplish? No selfies, photos of pretty people driving cool cars, or feel good stories are needed here. We have technical questions needing answers, and issues we need solved. Are you and the others associated with Ford going to be an online version of Ford customer service? You know, the folks you call that can do absolutely nothing about your issues or problems. My favorite line from them is "Your dealer will have to help you with that issue." Well guess what.. I wouldn't have called customer service if the dealer could solve the issue. ...

Sleddog,

 

Yikes! And I thought the F-150 guys were a tough crowd. ;)

 

Let's take this one question at a time. You reached out to Kim? How/Where? I'll let her know you're waiting, I just need to point her to the right place. We've had quite a few people out on vacations, so it is possible she is just a little behind right now.

 

Kim and I are both Ford Customer Service reps, so, yes, we're an online version of customer service. I completely understand that it is frustrating to call and be told that you need to have your dealer help you. There are a couple reasons why you'll get that response. First, in order for your CSM to know how they can help, your vehicle needs a diagnosis. Second, dealers are independently owned and operated, so there are some issues that they are going to make the final call on. In those cases, I (or a phone rep) will usually encourage you to visit another dealer for assistance.

 

I've done my best so far to find the answers to a lot of technical questions, as I'm sure hybridbear will confirm, but a lot of my job entails assessing your concern and getting you to the appropriate party to best get that concern resolved as quickly as possible. A lot of the time that is your CSM, because they talk to your dealer on a regular basis and are best at getting your vehicle repaired, getting you a rental, etc.

 

I'm definitely not here to be a cheerleader. I'd much rather just help where I can and be honest with you when I can't.

 

... I sent my info as asked and of course I'll be happy to talk to my local CSM, but as we all know, Ford does not have a fix for the issue or it would have shown up in that A/C Thread. ...

GrySql,

 

It is always good to get in touch with a CSM, regardless of whether you think there is a fix or not, because it means more instances of that complaint documented. It helps us identify things that are trending concerns and look for common elements that can lead to a fix if there isn't one already.

 

Ashley,

I know that syncmyride is not your area and as I mentioned the other day the site is down and you said you would mention this to your IT person ...

IraF,

 

Have you reached out to Kim? She's here now and is able to help assist with Sync and MFT concerns.

 

Ashley

[KLH]

Welcome to the FFH forums, Ashley!

[acdii]

Ashley :worship:

 

Good answers, and thank you. You are going to find that those of us on this forum are passionate about our cars. Ford made a superb effort with this redesign and we just want to make sure that any flaws we find can get eliminated and put the Fusion at the top, at least I do. I have owned a Camry hybrid, and the Camry can't hold a candle to this Fusion.

 

There are still a few early models like the one I had that can't get anywhere near EPA, no matter how they are driven, and hoping that Ford can figure out why. The Job1 SE I had was at best a 34 MPG car, where my Job2 HyTi is a 43 MPG car. They aren't driven any different, and comparing driving conditions from the first to this one, I can tell you the newer one does much better when its 10* outside than that first one did. There are still a few, like MXGOLF who is stuck in the low 30's even after the software upgrade. Whatever can be done to help them out would be great. Maybe Ford could hold a clinic in their areas with a couple hybrid specialists on board who can squeeze lemon juice out of a dried up rind test out the cars, and compare them to known good working cars. If anything it would show Ford wants to stand behind their customers.

[Sleddog]

Well Hi Ashley!

 

Thanks for the response. My question was posted in the IVT rep welcome thread right here on this forum. That's the when and where. Perhaps you and Kim should log your responses to posts so members will not have to explain themselves again. That's like calling CS and having to explain your issue over and over to each CS you contact.

 

It's good to know you are a CS rep. I had a feeling you and Kim where not technically savvy. That's OK. I'm also on the F-150 forums. So yes, they are tough, but it's an F-150 forum. Most of us are just like them, but with a little more etiquette. But I'm sure that won't last long here, just it didn't on the F-150 forum. If memory serves, the welcome there was warm and hardy, just like here. And it stayed that way until they found out that your are just CS reps online and could do nothing to assist in solving their technical issues.

 

There's nothing wrong with being an on-line CS. But we need to know your limitations so we can look to other places for technical help if you can not provide it. This way we won't waste your time, or ours. Some member get enough of a run around from their local dealers. They don't need to get it from this forum.

 

So if you would, please enlighten us with exactly what you can help us solve. Please have Kim do the same. If it's just phone calls to area reps and referring us to Ford Social that's fine. If I need Ford CS, I'll call so I get quick service instead of waiting for a response on the forum.

 

Again, I'm not badgering you. So please don't take it that way. All we want is answers and solutions. Not a pat on the head and the stock company response for issues some have had for months on end.

[hybridbear]

Hi, folks. I'll start with the Ford Social issue. :)

 

Posting ideas to Ford Social was merely a suggestion, based on the fact that it is an already established area where designers and engineers go for customer feedback. That isn't to say that it is the only way possible for getting your suggestions and ideas out there. Currently, other than Ford Social, the only process for documenting ideas is by submitting product feedback. I can definitely log all of your ideas into our computer in that way, I will just need your name, phone number, VIN, mileage, and dealer info. If there is something about your vehicle that you think could be improved, send it to me with that info, and I'll document it.

 

None of the other forums I have worked on have had such a strong desire for passing along suggestions, so it isn't something I assumed you all would be so passionate about. I'll make it a priority to see if there are any other options for us to get that feedback to the design team, other than Ford Social or documenting your ideas individually through the computer.

 

GrySql,

 

Ford Dealers are independently owned and operated, so they determine what additional modifications/adjustments/services they provide. DRLs are not a standard feature on U.S. vehicles, and so not all models have this as a feature. Some dealers may choose to alter or modify vehicles to have this feature, and others may not.

 

 

Sleddog,

 

Yikes! And I thought the F-150 guys were a tough crowd. ;)

 

Let's take this one question at a time. You reached out to Kim? How/Where? I'll let her know you're waiting, I just need to point her to the right place. We've had quite a few people out on vacations, so it is possible she is just a little behind right now.

 

Kim and I are both Ford Customer Service reps, so, yes, we're an online version of customer service. I completely understand that it is frustrating to call and be told that you need to have your dealer help you. There are a couple reasons why you'll get that response. First, in order for your CSM to know how they can help, your vehicle needs a diagnosis. Second, dealers are independently owned and operated, so there are some issues that they are going to make the final call on. In those cases, I (or a phone rep) will usually encourage you to visit another dealer for assistance.

 

I've done my best so far to find the answers to a lot of technical questions, as I'm sure hybridbear will confirm, but a lot of my job entails assessing your concern and getting you to the appropriate party to best get that concern resolved as quickly as possible. A lot of the time that is your CSM, because they talk to your dealer on a regular basis and are best at getting your vehicle repaired, getting you a rental, etc.

 

I'm definitely not here to be a cheerleader. I'd much rather just help where I can and be honest with you when I can't.

 

 

GrySql,

 

It is always good to get in touch with a CSM, regardless of whether you think there is a fix or not, because it means more instances of that complaint documented. It helps us identify things that are trending concerns and look for common elements that can lead to a fix if there isn't one already.

 

Ashley,

 

We are a passionate bunch. Many of us on here were very early adopters and have had a lot of bumps along the way with the FFH. Based on my experience and bumps so far I don't think very highly of Ford overall, but I still really like my FFH and think it's an amazing car. I'm also a big proponent of hybrids and PHEVs and I hope Ford will dedicate even more resources to developing awesome alternative fuel vehicles in the future to make the FFH even better and to make the C-Max better and to offer more and more electrified powertrains.

 

Your DRL answer isn't very satisfying though...we know they aren't a standard feature in the US. We also know that some dealers have no difficulty turning them on for the FFH, doing it in less than 5 minutes. Other dealers try and fail, saying that they can't figure out how to do it. It has been rare, or maybe even hasn't happened at all, that a dealer has said that DRLs are not available for the FFH. The question is more along the lines of: why can't Ford at least make available to all dealers the steps for turning on DRLs on this model? Perhaps you could ask your technical team for the steps for a dealer to do this so that Forum members could bring the steps to the dealer. My experience was that my dealer was willing to turn them on, but couldn't figure out how. If we had the steps then we would eliminate the lack of knowledge. Then it would be only an issue of the dealer deciding Yes or No based on their willingness to perform this service.

 

Please don't be offended by Sleddog or others who are frustrated. Many of us early adopters have been through a lot. Our first FFH had so many problems that we decided we were done with it. We had enough days in the shop that we could have gone the Lemon Law route, but based on the experiences of others that seemed like it would take a ton of time. Plus, we happened to spot a really good deal on a FFH being cleared out by a local dealer and combined with the Black Friday specials we began investigating. They gave us a good trade-in offer, enough so that we decided that financially and practically we were better off just trading in our Job1 FFH for a Job2 FFH to alleviate all the headaches we had. There are other members who have similarly had tons of problems. Had you been here a month earlier we might have gone a different route because of having you as a resource for help. I didn't have much faith in Ford CS because I'd tried calling in the past and got zero help. I found the phone reps to be completely lacking knowledge of the FFH and that the reps I spoke to had zero interest in doing anything to help me. I'm glad to see that so far you've been very willing and eager to help and I hope that your zeal doesn't fade with time.

 

For widespread issues like the AC smell, please do all you can to inform as many people at Ford as possible of this issue so that it gets remedied soon. I don't think dealers do a good job of this all the time. I hope that all the owners suffering from the smelly AC will quickly get you the info you need so that you can help get this issue escalated and resolved. Thank you!

 

It's good to know you are a CS rep. I had a feeling you and Kim where not technically savvy. That's OK. I'm also on the F-150 forums. So yes, they are tough, but it's an F-150 forum. Most of us are just like them, but with a little more etiquette. But I'm sure that won't last long here, just it didn't on the F-150 forum. If memory serves, the welcome there was warm and hardy, just like here. And it stayed that way until they found out that your are just CS reps online and could do nothing to assist in solving their technical issues.

She can help with technical questions. She can't answer them herself, but she can pass them along to the correct people at Ford. I sent off a number of technical questions relating to things I had observed about the operation of the eCVT, warm-up stages and more. Some of my questions got the response "this information is proprietary", but others got a more detailed technical explanation than I've ever been able to find in an automotive journal article about the FFH. I think your questions aren't technical but are more service related. In those cases the best option is to use Ashley to escalate your issue up the ladder. Like GrySql mentioned regarding the leather gear shift knob, that issue didn't get resolved until it got high up the food chain at Ford, all the way to Ms Samantha Hoyt. GrySql had to do all that work on his own. Now, Ashley can help escalate issues as needed when the dealer is unable to solve a problem. She can help get the issues passed on to the Ford engineering team. Then, like the "cracking noise" issue they'll get solved in time.

[acdii]

DRL. A few years back, most of these "features" were handled by wiring harnesses, and relays. Today, everything is driven by a master computer and modules. It is now just a matter of turning a bit on or off for a feature. So Every Ford Fusion fro the base model to the Ti model has the same wiring harness, only things lacking are the option modules. However they all have a lighting module, and it makes NO sense to only have cars built to be sold in Canada to have a different lighting module than for the US, so they just flip the DRL bit off for US, and on for Canada.

 

Problem is, this is all done at the factory, and not all dealers have the latest and greatest in tools to work on these cars. those that do, and have techs trained in the functions of the new systems, can turn them on. So its a training issue for those dealers who give you that look and shake their heads. The idea that having Ashley get the instructions and either pass them on to the dealership a member here requests, or supply the steps involved to us for our dealer. Thankfully my Dealer has had a lot of experience with the Fusion(gee wonder why) and was able to find the on switch for the DRL without issue.

 

A good example of the wiring harness, which to me seems like a good cost saver as you dont have to stock several different main harnesses for the different models, and speculate on just how many of each will be sold, is my Flex. I had a 2010 and added the tow package to it using the OEM bumper harness and hitch, and none of the lights worked off the stock harness, and an isolation box had to be wired in. I never did finish that one, My 2013 however, I plugged in the harness that has the 7 and 4 pin trailer sockets, and the brake controller under the dash, and EVERYTHING worked. The main difference between the 2010 and the 2013 is that the tow package for the early models had a separate relay box installed under the hood, while the 2013 models no longer have it, it is integrated into the rest of the system. I find that a smart move and a cost savings for both Ford and the consumer.

 

So when it comes to DRL, it isnt that they dont have it, it is just that they are not switched on. Having the documentation on how to turn them on would be the most help that could be provided for this.

[murphy]

My dealer's response to turning the DRLs on was that he didn't have the resources to do it, whatever that means.

It is crazy for Ford to be so adamant about not turning this known safety feature on.

It annoys me no end.

 

As a work around I now drive with the parking lights and the fog lights on.

[IraF]

Murphy,

When the update was available which enabled the EV to go above 62mph I took the car in and mentioned to service can you also activate the DRL's and his response was that "if it can be enabled we will get it done" and he didn't understand why the car didn't have this enabled when it came out of the factory.

Bottom line was that when the update was done for the EV the DRL's were also enabled once you put the car out of park, and i couldn't have been there more then 1 hour.

Your dealer Murphy was either too LAZY or just too DUMB and I suspect the former. He should have taken the time too find out "How to activate the DRL's by calling dealer(s) and the answer that it can't be done is @#$%. I would have escalated this garbage above his head until it got done. My FFH 2013 Hybrid is not a special fleet car, and it so happened I found this car about 4-5hrs from my home on a dealers lot that has everything, i traded there but have my car serviced at my home location and everything that i had added was done at the above dealer (MUDFLAPS, INVISIBLE BRA, ILLUMINATED DOOR SILLS, AMBIENT LIGHTING and Remote Starter) and there never was a problem with installation.

For those that are reading this i will provide my Dealer's Location and Phone if you need your DRL's activated and how to do it

PAUL MILLER FORD

975 NEW CIRCLE ROAD NE

LEXINGTON, KY 40505

(855) 715-3467

 

My Gripe Murphy is with Syncmyride , my actual update is Gen2 V3.6.2 in my car but a bunch of idiots keep deleting the data in the database which keeps telling me i have Gen2 V3.5.1 and i need to update and i have been thru this twice already.

and when you call Ford and explain the problem i hear the same nonsense over and over

1. Do a VHR and this will update the information in the database and my response is "DOES NOT WORK" since i have done more VHR's then i can remember.

2. Go to the car and check information which i have verified as having Gen2 V3.6.2 more times then i can remember.

3. Go to the dealer to have it verified, now he can't do anything other then verify what i already know.

 

When i speak to a Ford Supervisor he agrees with me with everything that i mentioned in 1,2,3

Now to put icing on the cake, i ran a VHR as of 12/23/2013 and the mileage in the car agrees with the website, however my oil life cycle as reported in the VHR Report is 86%, but the reading in the car is 36% and it's keeps telling me that i need to update to Gen2 V3.6.2 and so it seems the IT people at Syncmyride are out for Breakfast, Brunch, Lunch and Dinner.

.

Edited December 24, 2013 by IraF

[FordIVTteam]

Hey everyone,

 

I'm the other Ford representative that Ashley was speaking about. I'm part of the In-Vehicle Technology team. I use a tool to allow me to sort through posts and see which ones are relevant to my area of training; however, it looks like I was missing some of these comments. I've seen a few of you posting on my welcome thread already, which is a great way of reaching out to me. Here's the link:

 

 

...

I know that syncmyride is not your area and as I mentioned the other day the site is down and you said you would mention this to your IT person and I also indicated to you do they have any idea of what they are doing, I also mentioned that the last time they played with that data base they deleted my MFT 3.6.2 and it reverted it back to 3.5.1.and there were QUITE A FEW PEOPLE also in the same boat as myself.

Grab your seat belt, I finally got into syncmyride and I found that my MFT update is now back to 3.5.1 so you can imagine there will be some other unhappy people. Please convey this to your IT person and also perhaps R&R so called computer specialists.

 

 

https://support.ford.com/tools/account/home

Hi IraF,

I saw that you posted on the IVT thread today, but didn't mention this website issue. If it has been resolved since you posted this, please let me know. I'm working with another owner that is experiencing a similar issue. I'd like to clarify some things.

Does the website show that you're running V3.5.1 and that it is the latest software? If it does, this isn't correct. The latest software for MyFord Touch V3.6.2, which will need to be installed by your dealership.

Verify your software version by pressing the 2 gears at the bottom of your screen > HELP > SYSTEM INFORMATION. The last 5 digits of the CCPU number should say: 13171 if the latest software was installed. Let me know what you find.

Well Hi Ashley!

 

Thanks for the response. My question was posted in the IVT rep welcome thread right here on this forum. That's the when and where. Perhaps you and Kim should log your responses to posts so members will not have to explain themselves again. That's like calling CS and having to explain your issue over and over to each CS you contact.

...

So if you would, please enlighten us with exactly what you can help us solve. Please have Kim do the same. If it's just phone calls to area reps and referring us to Ford Social that's fine. If I need Ford CS, I'll call so I get quick service instead of waiting for a response on the forum.

...

 

Hi Sleddog,

 

I'm happy to enlighten! I'm here to suggest different troubleshooting steps to resolve MyFord Touch concerns and answer general questions about the system. I'm in the same boat as Ashley when it comes to accepting feedback for changes to the product. In order to document it, I'll be requesting personal information so I am able to associate the feedback with your account.

 

I'm here for any general questions about the MyFord Touch system. If something isn't working as it's designed, I'll suggest troubleshooting steps that I recommend for that scenario. Although I have gained some knowledge from other users about certain phones, I am far from being an expert on phones. I am able to assist with SiriusXM questions. I am unable to assist with any aftermarket systems. Since this forum has so many MyFord Mobile users, those types of questions should be directed at me. I'll warn you that my resources are limited, but I know the people to reach out to in order to get answers.

 

I hope this helps clear some things up. Let me know if you have questions!

 

Kim

 

 

 

 

[FordIVTteam]

My Gripe Murphy is with Syncmyride , my actual update is Gen2 V3.6.2 in my car but a bunch of idiots keep deleting the data in the database which keeps telling me i have Gen2 V3.5.1 and i need to update and i have been thru this twice already.

and when you call Ford and explain the problem i hear the same nonsense over and over

1. Do a VHR and this will update the information in the database and my response is "DOES NOT WORK" since i have done more VHR's then i can remember.

2. Go to the car and check information which i have verified as having Gen2 V3.6.2 more times then i can remember.

3. Go to the dealer to have it verified, now he can't do anything other then verify what i already know.

 

When i speak to a Ford Supervisor he agrees with me with everything that i mentioned in 1,2,3

Now to put icing on the cake, i ran a VHR as of 12/23/2013 and the mileage in the car agrees with the website, however my oil life cycle as reported in the VHR Report is 86%, but the reading in the car is 36% and it's keeps telling me that i need to update to Gen2 V3.6.2 and so it seems the IT people at Syncmyride are out for Breakfast, Brunch, Lunch and Dinner.

.

 

I'm sorry; I saw this post after I posted my last response.

The Vehicle Health Report will normally update your software version, but something must not be communicating properly. This may be an issue specific to Fusion Hybrid vehicles. I'm going to report this and see if I can get any more information for you. Hang tight!

 

Kim

[Eddie Sessum]

 

I'm sorry; I saw this post after I posted my last response.

The Vehicle Health Report will normally update your software version, but something must not be communicating properly. This may be an issue specific to Fusion Hybrid vehicles. I'm going to report this and see if I can get any more information for you. Hang tight!

 

Kim

 

 

I would also like to come in and note that on my MKZ it also shows my having the old version after i ran a VHR after the update.

 

Something you may want to note to the team, it appears to be that the newest version reports being 3.5.1 when you run a VHR even though in the software version it shows properly. Maybe its something they forgot to change with the update? (bug)

Edited December 24, 2013 by Eddie Sessum

[FordService]

... There's nothing wrong with being an on-line CS. But we need to know your limitations so we can look to other places for technical help if you can not provide it. This way we won't waste your time, or ours. Some member get enough of a run around from their local dealers. They don't need to get it from this forum.

 

So if you would, please enlighten us with exactly what you can help us solve. Please have Kim do the same. If it's just phone calls to area reps and referring us to Ford Social that's fine. If I need Ford CS, I'll call so I get quick service instead of waiting for a response on the forum. ...

 

 

... Your DRL answer isn't very satisfying though...we know they aren't a standard feature in the US. We also know that some dealers have no difficulty turning them on for the FFH, doing it in less than 5 minutes. ...

 

Please don't be offended by Sleddog or others who are frustrated. Many of us early adopters have been through a lot. ... I'm glad to see that so far you've been very willing and eager to help and I hope that your zeal doesn't fade with time.

 

For widespread issues like the AC smell, please do all you can to inform as many people at Ford as possible of this issue so that it gets remedied soon. I don't think dealers do a good job of this all the time. I hope that all the owners suffering from the smelly AC will quickly get you the info you need so that you can help get this issue escalated and resolved. Thank you!

 

She can help with technical questions. She can't answer them herself, but she can pass them along to the correct people at Ford. I sent off a number of technical questions relating to things I had observed about the operation of the eCVT, warm-up stages and more. Some of my questions got the response "this information is proprietary", but others got a more detailed technical explanation than I've ever been able to find in an automotive journal article about the FFH. I think your questions aren't technical but are more service related. In those cases the best option is to use Ashley to escalate your issue up the ladder. Like GrySql mentioned regarding the leather gear shift knob, that issue didn't get resolved until it got high up the food chain at Ford, all the way to Ms Samantha Hoyt. GrySql had to do all that work on his own. Now, Ashley can help escalate issues as needed when the dealer is unable to solve a problem. She can help get the issues passed on to the Ford engineering team. Then, like the "cracking noise" issue they'll get solved in time.

 

Sleddog and hybridbear,

 

I'll answer you both together, because they are kind of related.

 

It is hard for me to explain how I help in more detail than I have already given, because it can vary so much by situation. I've been trying my best to get some of the more technical questions answered, which is something that is definitely unique to the online Ford Service reps. I think hybridbear hit on a lot of these types of services, especially passing along info about things like the A/C smell that a lot of you are experiencing. I'm a pretty persistent person, so trust me when I say that the things you come to me with are getting passed along, even if it means I have to follow-up on it for a little while. As much as I'm here to pass along info from Ford, I also want to be an integral part of this community and a voice for you folks here at Ford. I get it if you're not receptive to that or prefer to use the phone reps -- that's completely fine. Just know that I'm assigned to this particular forum and you have my attention in a way that you might not get with a phone rep.

 

I understand that I'm coming in on what seems to be the tail end of a lot of concerns, and I apologize for not being here sooner. I don't have the ability to time travel (yet?) so, for now, we'll just have to try to work together to find solutions to your concerns from this point on. I'm fairly confident that, if you give me a chance, you'll find that I can be a great resource in a lot of ways.

 

Obviously things here are going to be a bit hectic for the next week or so because of the holidays, but the A/C and DRL inquiries are at the top of my list.

 

I hope that helps with some of the questions I've seen.

 

Ashley

[FordIVTteam]

 

 

I would also like to come in and note that on my MKZ it also shows my having the old version.

 

Thank you, Eddie Sessum.

 

This is helpful; I'll pass it along. I may have to wait until the 26th to get info on this. Many of my resources are out of the office for the holiday. I'll let you know what I find.

 

Kim

[acdii]

Hi Kim, in case it hasn't been said, Welcome, we really DO appreciate your being here. While it may come across as harsh from some, there is a lot of frustration behind it, so hoping you and Ashley being here will help calm the waters and smooth these rough patches out for us.

 

There are quite a few non Ford owners who have come on board getting the new Fusion, taking a big risk from Toyota and Honda, two of the most reliable brands, and anything that you two can do to make them feel like they made the right choice and get others to come over to Ford, would be great.