Official Ford Service replaced

[Eddie Sessum]

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.

Pssh honda reliable... Toyota has a good product but one of the ugliest designs and needs a overhaul.

[acdii]

Not gonna argue those points, but Honda owners may feel different.

[hybridbear]

 

 

 

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

Ashley,

 

I'm really glad you're here. So far, I feel you've done a lot more to answer questions and address concerns than any phone customer service rep I've had contact with at any company. This is very much appreciated. I like your attitude and I'm sure you'll be a great advocate and line of communication between us owners and the engineers and designers at Ford. I'm glad to see that Ford is interested in getting customer feedback. Forums won't always be the most positive places because many owners only come to such places when they're upset or having issues. It's a good sign that Ford wants to help and has thus arranged for you and Kim to have a presence here. Thank you both.

Edited December 24, 2013 by hybridbear

[FordIVTteam]

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.

 

 

... It's a good sign that Ford wants to help and has thus arranged for you and Kim to have a presence here. Thank you both.

 

Thank you; I appreciate the kind words from both of you.

 

Kim

[IraF]

Kim,

Thank you for taking the time to view my posts, I have been on this forum since I purchased the FFH 2013 Hybrid back in March of 2013 and I have learned a lot from these members , eg; Driving light can be activated, Zaino, Opticoat 2.0 and so on. I really haven't (knock on wood) any problems yet in the car and the MPG's have exceeded 47mpg in the spring, summer and fall and I understand the mpg's decline in the winter having previous owned a Honda Hybrid. so to me that's not a problem. I have a great dealer who takes the time to explain things to me and when my seat belt adjuster in rear didn't work they replaced that with no problem other then it took 2.5hours and indicated to me that was a lot harder to do then some other mechanical work.

I added accessories as I mentioned in a previous post and there was never a problem with installation or problems after getting the car back(I also forgot to mention that I had the car tinted with 35% all around)

 

However my gripe is with syncmyride and it happened the first time in September I was told that they they lost my data and I would have to use the version checker tool which I did. It did upgrade my version to Gen2 V3.6.2 on the website (all it really is an xml file) and everything was 10-4 till the middle of December. When I checked the site in December I noticed a renovation was going on and I knew trouble was coming and I was back to Gen2 V3.5.1. on the website.

Once may be an accident, but twice and to be blunt is constant stupidity and this problem was ongoing since September and nobody bothered to look for a permanent fix.

When you call Ford and you get a representative (him/her) and explain version problem you get the response "Have you done a VHR, have you checked in your car the last 5 digits and have you gone to the dealer to verify your version."

Nobody at least from my observations has updated these representatives. You may or may not know Harry(Ford Supervisor) and all the responses as mentioned above do not work and he agrees with me.

[GrySql]

IraF,

My car is in the came situation with the Ford Sync Support website and I just finished working with Kim for the last couple days about it.

She pulled all the bunnies out of her hat, threw the hat on the ground and stomped on it, all to no avail.

My car cannot use that Ford website.

Mine is even worse that your situation, it will not even let me download an update.

She has reported the issue to the appropriate department and in the meantime I'll just take my car to the Dealer for any Sync service or updates.

At least my Dealer can work on it without issue, I am at v3.6.2.

 

Only problem was that when the update was done all my 50+ Nav waypoints were erased and I doubt I'll put them back in, my Garmin works better anyway.

[Eddie Sessum]

IraF,

My car is in the came situation with the Ford Sync Support website and I just finished working with Kim for the last couple days about it.

She pulled all the bunnies out of her hat, threw the hat on the ground and stomped on it, all to no avail.

My car cannot use that Ford website.

Mine is even worse that your situation, it will not even let me download an update.

She has reported the issue to the appropriate department and in the meantime I'll just take my car to the Dealer for any Sync service or updates.

At least my Dealer can work on it without issue, I am at v3.6.2.

 

Only problem was that when the update was done all my 50+ Nav waypoints were erased and I doubt I'll put them back in, my Garmin works better anyway.

 

Hopefully your dealer doesnt decide to rape you on cost to update sync. On my truck there was issues that ford even admited were because of my version of sync and it was a version that couldnt be updated via usb that the dealer had to do it. Warranty wouldnt cover it and I would have had to spend $89 to have the dealer do it.

[GrySql]

 

Hopefully your dealer doesnt decide to rape you on cost to update sync. On my truck there was issues that ford even admited were because of my version of sync and it was a version that couldnt be updated via usb that the dealer had to do it. Warranty wouldnt cover it and I would have had to spend $89 to have the dealer do it.

No, I have a great Dealer, no worries about that.

[IraF]

See below

Edited December 24, 2013 by IraF

[IraF]

This is what I did way back in early October when the screwup happened already having Gen2 V3.6.2 in the car

Tried this as of 12/23/2013, but nothing happened as of 12/24/2013 and I shouldn't have to be doing this at all since I am not on FORD's payroll.

Edited December 24, 2013 by IraF

[dmt1971]

Hello Kim. Welcome to the group. I have a couple of MyFordTouch (MFT) comments and questions.

 

My main concern is that most of the time, the SiriusXM Traffic is very hard to read. The freeway lines on the map are quite wide and the colored traffic lines are quite narrow. Especially when you have a route programmed, the green line for the route makes the colored traffic line practically unreadable.

 

I find the map much easier to read (especially the traffic colors) when it is in "nighttime" mode. I have tried to put my map in night mode during the day but have been unsuccessful. Is there a way to manually change it from day to night that I am missing? I've tried doing it in settings but I think all that did was change the brightness . . .

 

One last thing, is there a way to use the steering wheel controls to go through all SiriusXM stations and not just the six in the current preset box? I would love to be able to just go through the stations one at a time and not have to change between preset 1, 2, and 3.

 

Thanks again for joining this group and hopefully answering our questions!

[jeffo65]

I was told that the syncmyride site was being replaced my the Ford Owner site. Back in October I signed into the Ford Owner site and was able to check Sync versions and our Fusion was listed as having the latest 3.6.2

 

Now when I log into the Ford Owner site and click on the Sync version information I get nothing, just a blank page. So now I can't see what version it thinks I have.

 

I just logged into the syncmyride site and it once again shows the previous version 3.5

 

What a mess. Hopefully an update does not come out before these sites are fixed and working.

[acdii]

Must be the same guys who built the obamacare site! :)

 

 

Just an update, I checked the Fusion right side POI and sure enough does the exact same thing as it does in the Flex. Select shopping, or some other POI and says waiting, then goes back to the menu starting at Fuel. On the main screen though, they work just fine. I will mention it when it is in for its 15K maintenance.

[MaineFusion]

Must be the same guys who built the obamacare site! :)

 

 

Just an update, I checked the Fusion right side POI and sure enough does the exact same thing as it does in the Flex. Select shopping, or some other POI and says waiting, then goes back to the menu starting at Fuel. On the main screen though, they work just fine. I will mention it when it is in for its 15K maintenance.

 

The general rule companies seem to have with running websites is that if the webdev team has gotten the website running smoothly, it is time for a redesign. Nobody seems able to leave well enough alone and once a website stabilizes out and is running smoothly, someone decides to screw it up in the name of improvement.

Edited December 25, 2013 by MaineFusion

[GrySql]

I was told that the syncmyride site was being replaced my the Ford Owner site. Back in October I signed into the Ford Owner site and was able to check Sync versions and our Fusion was listed as having the latest 3.6.2

Now when I log into the Ford Owner site and click on the Sync version information I get nothing, just a blank page. So now I can't see what version it thinks I have.

I just logged into the syncmyride site and it once again shows the previous version 3.5

What a mess. Hopefully an update does not come out before these sites are fixed and working.

We ought to be discussing this on Kim's Forum Thread, she is the Ford In-Vehicle Technology representative on this forum. If you have questions regarding SYNC, MyFord Touch, navigation, SiriusXM, or MyFord Mobile she handles it there. Look at Forum>Welcome>Official Ford IVT Representative and contact her there for her specialty. So much has been said about the Sync and SyncMyRide website here I will tell you what Kim found out so far about why this is happening, only I'll do it on her Thread, HERE.

 

The Forum Thread we are on right now (Official Ford Service Rep) is for Ashley, who works at everything else for us.

They can pass info back and forth but that is time consuming and confusing.

 

Plus, I can tell you that if you have a problem and forward a PM with any personal info they request, both of them move on it quickly.

Not everything can be fixed as fast as we might like but putting things in motion is a start.

I appreciate that they are here and working with us to get official documentation for some of these ongoing issues.

Edited December 26, 2013 by GrySql

[acdii]

GrySql, right on target, it is getting confusing when people post in the wrong thread. For a moment there I wasn't sure which thread I was on. So guys,and gals, please post in the appropriate threads to Ford, thanks.

[corncobs]

GrySql, right on target, it is getting confusing when people post in the wrong thread. For a moment there I wasn't sure which thread I was on. So guys,and gals, please post in the appropriate threads to Ford, thanks.

How about a separate topic for each one. I have feeling that the welcome threads by Ashley and Kim will get very unreadable over time. Maybe something like the guys from CD3 Performance have?

 

Most questions will get answered by PMs directly to Ashley and Kim but there might be questions for the community.

[acdii]

How about a separate topic for each one. I have feeling that the welcome threads by Ashley and Kim will get very unreadable over time. Maybe something like the guys from CD3 Performance have?

 

Most questions will get answered by PMs directly to Ashley and Kim but there might be questions for the community.

That is a good idea.

[FordIVTteam]

Hi everybody,

 

Hopefully everyone had a nice holiday!

 

...

my gripe is with syncmyride and it happened the first time in September I was told that they they lost my data and I would have to use the version checker tool which I did. It did upgrade my version to Gen2 V3.6.2 on the website (all it really is an xml file) and everything was 10-4 till the middle of December. When I checked the site in December I noticed a renovation was going on and I knew trouble was coming and I was back to Gen2 V3.5.1. on the website.

Once may be an accident, but twice and to be blunt is constant stupidity and this problem was ongoing since September and nobody bothered to look for a permanent fix.

When you call Ford and you get a representative (him/her) and explain version problem you get the response "Have you done a VHR, have you checked in your car the last 5 digits and have you gone to the dealer to verify your version."

Nobody at least from my observations has updated these representatives. You may or may not know Harry(Ford Supervisor) and all the responses as mentioned above do not work and he agrees with me.

 

This is what I did way back in early October when the screwup happened already having Gen2 V3.6.2 in the car ...

Tried this as of 12/23/2013, but nothing happened as of 12/24/2013 ...

 

Hi IraF,

 

I'd like to report this concern with your VIN. Since I was added to this forum, I've been seeing a high volume of Fusion Hybrid and Energi owners experiencing this issue with: www.Support.Ford.com Please PM your full name, VIN, mileage, and best phone number. I'd like to have this documented on your account specifically so In-Vehicle Technology phone agents will be able to access details of this conversation as well. The team in charge of our website is currently out of the office for the holidays. I'll touch base with them on January 2nd to see if I can get any more information on this.

 

IraF,

My car is in the came situation with the Ford Sync Support website and I just finished working with Kim for the last couple days about it.

She pulled all the bunnies out of her hat, threw the hat on the ground and stomped on it, all to no avail.

My car cannot use that Ford website.

Mine is even worse that your situation, it will not even let me download an update.

She has reported the issue to the appropriate department and in the meantime I'll just take my car to the Dealer for any Sync service or updates.

At least my Dealer can work on it without issue, I am at v3.6.2.

 

Only problem was that when the update was done all my 50+ Nav waypoints were erased and I doubt I'll put them back in, my Garmin works better anyway.

We ought to be discussing this on Kim's Forum Thread, she is the Ford In-Vehicle Technology representative on this forum. If you have questions regarding SYNC, MyFord Touch, navigation, SiriusXM, or MyFord Mobile she handles it there. Look at Forum>Welcome>Official Ford IVT Representative and contact her there for her specialty. So much has been said about the Sync and SyncMyRide website here I will tell you what Kim found out so far about why this is happening, only I'll do it on her Thread, HERE.

 

The Forum Thread we are on right now (Official Ford Service Rep) is for Ashley, who works at everything else for us.

They can pass info back and forth but that is time consuming and confusing.

 

Plus, I can tell you that if you have a problem and forward a PM with any personal info they request, both of them move on it quickly.

Not everything can be fixed as fast as we might like but putting things in motion is a start.

I appreciate that they are here and working with us to get official documentation for some of these ongoing issues.

 

Thank you, GrySql.

 

I've reported your VIN. I'll let you know once I hear back from our web support team after they return to the office. I'll continue to pass information along to them to make sure it is understood that this concern is affecting multiple people.

 

Although I'm more than happy to respond on this thread, I also think it is a great idea to try to keep these topics separated.

 

 

... On my truck there was issues that ford even admited were because of my version of sync and it was a version that couldnt be updated via usb that the dealer had to do it. Warranty wouldnt cover it and I would have had to spend $89 to have the dealer do it.

 

Hey Eddie Sessum,

 

Were you unable to download the update from: www.Support.Ford.com for your truck and does it have MyFord Touch? Do you know which software version you're currently running?

 

Hello Kim. Welcome to the group. I have a couple of MyFordTouch (MFT) comments and questions.

 

My main concern is that most of the time, the SiriusXM Traffic is very hard to read. The freeway lines on the map are quite wide and the colored traffic lines are quite narrow. Especially when you have a route programmed, the green line for the route makes the colored traffic line practically unreadable.

 

I find the map much easier to read (especially the traffic colors) when it is in "nighttime" mode. I have tried to put my map in night mode during the day but have been unsuccessful. Is there a way to manually change it from day to night that I am missing? I've tried doing it in settings but I think all that did was change the brightness . . .

 

One last thing, is there a way to use the steering wheel controls to go through all SiriusXM stations and not just the six in the current preset box? I would love to be able to just go through the stations one at a time and not have to change between preset 1, 2, and 3.

 

Thanks again for joining this group and hopefully answering our questions!

 

Thanks, dmt1971!

 

The best website to suggest these changes to the MyFord Touch map display is here: http://social.ford.com/your-ideas/ Ford's product development team periodically looks through these ideas for insights and inspiration from owners. I encourage you to post! If you prefer that I document your feedback on your own account, I'll just need your VIN, mileage, full name, and phone number. Send me a PM with this information if you're interested.

 

Make sure you've done the following steps: Press the 2 gears > DISPLAY > switch AUTO DIM to OFF > set the MODE to NIGHT > press + or – to adjust the brightness.

These are the only settings that you are able to adjust for night mode within the MyFord Touch system.

 

As far as skimming through your SiriusXM stations goes, pressing the SEEK button on the steering wheel will allow you to go through one set of presets at a time. Holding the same SEEK button down should allow you to scan through SirusXM channels.

 

I was told that the syncmyride site was being replaced my the Ford Owner site. Back in October I signed into the Ford Owner site and was able to check Sync versions and our Fusion was listed as having the latest 3.6.2

Now when I log into the Ford Owner site and click on the Sync version information I get nothing, just a blank page. So now I can't see what version it thinks I have.

I just logged into the syncmyride site and it once again shows the previous version 3.5

What a mess. Hopefully an update does not come out before these sites are fixed and working.

 

Hey jeffo65,

 

The SyncMyRide website was switched over to: www.Support.Ford.com recently in order to create cohesiveness between the websites. In the past, you were able to see some SYNC information on: www.Owner.Ford.com The websites are more integrated now; if you're logged into: www.Owner.Ford.com it should redirect you to the SYNC website when you click on a SYNC related link. If you're being directed to a blank page, try clearing your browsing history and attempting again.

 

Please PM your name, VIN, mileage, and phone number so I am able to report the issue with your software version being incorrect on the website.

 

Kim

[Eddie Sessum]

On the truck it wasnt MFT, it was the one before that but customer service and my dealer both agreed there was a major "bugfix" version that replaced the version on my truck. Ford wouldnt cover it under warranty though. Ive since gotten rid of it because the radio was having more and more issues and I didnt know if it was just failing or bugs. Online it always said my old version was upto date because they said that version of sync couldnt be updated thru usb for some reason.

[FordIVTteam]

On the truck it wasnt MFT, it was the one before that but customer service and my dealer both agreed there was a major "bugfix" version that replaced the version on my truck. Ford wouldnt cover it under warranty though. Ive since gotten rid of it because the radio was having more and more issues and I didnt know if it was just failing or bugs. Online it always said my old version was upto date because they said that version of sync couldnt be updated thru usb for some reason. Ye

 

If an update doesn't require dealership installation, it will normally be available for instant download from: www.Support.Ford.com Although you don't own the truck any longer, keep in mind that dealerships are interdependently owned. If you need an update in the future that can't be downloaded from our website, I suggest pricing a few different dealerships to make sure you get the best deal.

 

If you ever wonder if something should be available for instant download, reach out to me and I'll verify. :)

 

Kim

[inco]

Hi Ashley/Kim

 

I have an ordered vehicle sitting on a railcar in Wayne Michigan and according to the dealer it has been sitting there since Dec. 12th. We thought it would be here for Christmas, but I checked with the dealer at noon today and he says the system is showing it is still on the train. How do we get it off the train and delivered?

 

The numbers you might need are ER237632 - it is going to Lally Ford in Leamington Ontario.

Edited December 30, 2013 by inco

[terryb]

Hello Ashley,

Kim has referred me to you in regard to a complaint I have about left screen alerts and their time shown being too short to be read. e.g. In traffic, I get a single ping ( I assume it to be from a proximity sensor ), but because there is no lingering display message, I am not sure what the problem found was about. I worked 45 years in Oil[gas controls and metering and alarms were always latched in until the operator clear/reset the alarm indicating he understood the situation and was OK with the way things were happening. I wish there were a way to cause warnings in the FFH to "latch in" until I press OK to let the car know message was understood by the driver.

 

Thanks,

TerryB

Edited December 30, 2013 by terryb

[FordService]

Hi Ashley/Kim

 

I have an ordered vehicle sitting on a railcar in Wayne Michigan and according to the dealer it has been sitting there since Dec. 12th. We thought it would be here for Christmas, but I checked with the dealer at noon today and he says the system is showing it is still on the train. How do we get it off the train and delivered?

 

The numbers you might need are ER237632 - it is going to Lally Ford in Leamington Ontario.

 

inco,

 

I usually am not able to assist with Canadian customers, but since we don't have a Ford Canada rep here yet, I'll see what I can do. Send me a PM with your order number (should be 4 digits) or VIN, and I'll look into it.

 

Hello Ashley,

Kim has referred me to you in regard to a complaint I have about left screen alerts and their time shown being too short to be read. e.g. In traffic, I get a single ping ( I assume it to be from a proximity sensor ), but because there is no lingering display message, I am not sure what the problem found was about. I worked 45 years in Oil[gas controls and metering and alarms were always latched in until the operator clear/reset the alarm indicating he understood the situation and was OK with the way things were happening. I wish there were a way to cause warnings in the FFH to "latch in" until I press OK to let the car know message was understood by the driver.

 

Thanks,

TerryB

 

TerryB,

 

Thanks for the feedback. Send me a PM with your name, phone number, VIN, mileage, and dealer info, and I'll document this suggestion for you.

 

Ashley

[inco]

Ashley - I think I just sent you an email. Well I hope it went through.