Specific Thread - Active Back-Up Guidelines Disappearance

[Joe Sofia Sr.]

My question has to do with the reverse camera. While it shows the fixed guidelines (green/yellow/red) and a fixed black dotted alignment center line, it doesn't appear to be giving me the white active guidelines (the lines that move with the steering wheel).When I first received the car six weeks ago, those lines did in fact exist.

 

I took it to the dealership where I purchased the car, and after a few hours they returned the car, presumably fixed. However when I tested it upon receiving it back, the white guidelines again were missing. They took the car back into the shop and could now not get these guidelines to re-appear. I also had them check to see if there were any current TSB's for them to help solve the problem and there wasn't any on file.

Their suggestion was to leave the car so they could check all the wiring as well as the back-up camera.

As I had already invested an entire Saturday morning to get this fixed, I elected to return it at a later date to have it investigated.

 

r i recall this being discussed in another forum with suggestions to change the settings (done) as well as to allow the Sync system to re-boot prior to backing up.

None of these suggestions worked nor could Ford Service at the dealership figure it out.

 

Thought this might be a good spot to start a thread specific to this issue for others experiencing the problem. This issue isn't just specific to the Fusion but rather a few other Ford models as well.

 

Thoughts?

 

Is there not a Ford Social Media person reviewing these threads? Perhaps that person can respond.

 

Thanks

Edited June 9, 2014 by Joe Sofia Sr.

[Waldo]

What did the dealership do just before the lines disappeared?

[FordIVTteam]

...

Is there not a Ford Social Media person reviewing these threads? Perhaps that person can respond.

 

Thanks

 

 

Hi Joe,

 

There sure is! I'm the In-Vehicle Technology rep, Kim.

 

To access the camera settings, press the 2 gears > VEHICLE > REAR VIEW CAMERA.

Check out page 182 of your Owner's Manual for more details: http://www.fordservicecontent.com/Ford_Content/Catalog/owner_information/2014-fusion-hybrid-OwnerManual-version-2_OM_EN-US_11_2013.pdf

 

Kim

[corncobs]

I did have the same issue some time ago and never was able to figure out why the disappeared and work randomly. I can't remember when the disappeared the last time if at all since the MFT update last year.

[Joe Sofia Sr.]

 

 

Hi Joe,

 

There sure is! I'm the In-Vehicle Technology rep, Kim.

 

To access the camera settings, press the 2 gears > VEHICLE > REAR VIEW CAMERA.

Check out page 182 of your Owner's Manual for more details: http://www.fordservicecontent.com/Ford_Content/Catalog/owner_information/2014-fusion-hybrid-OwnerManual-version-2_OM_EN-US_11_2013.pdf

 

Kim

 

Kim:

 

I actually tried to reset the active guidelines but that too didn't work. I stumped the Ford salespeople who went the settings route and the dealership service department to get this to work. Niether were successful and this after the car being in the service area over 3 hours. That is why I am here hoping that someone else besides me has experienced the same issue and to hopefully garner some intelligence from a Ford Social Media representative (you).

 

(The only thing the owners manual states is that the steering wheel needs to be in a postion other than straight for the white active guidelines to appear (and obviously the gear shift top be in reverse).

 

Help!!!

 

Joe Sofia Sr.

[FordIVTteam]

 

Kim:

 

I actually tried to reset the active guidelines but that too didn't work. I stumped the Ford salespeople who went the settings route and the dealership service department to get this to work. Niether were successful and this after the car being in the service area over 3 hours. That is why I am here hoping that someone else besides me has experienced the same issue and to hopefully garner some intelligence from a Ford Social Media representative (you).

 

(The only thing the owners manual states is that the steering wheel needs to be in a postion other than straight for the white active guidelines to appear (and obviously the gear shift top be in reverse).

 

Help!!!

 

Joe Sofia Sr.

 

Please DM your VIN, current mileage, and best phone number. I'll let you know what I suggest. :)

 

Kim

[Joe Sofia Sr.]

 

Please DM your VIN, current mileage, and best phone number. I'll let you know what I suggest. :)

 

Kim

 

Kim: DM Sent.

 

Update: Car is now in it's third day at the Service Department of the Ford Dealership where it was purchased. So far, the car has been in the service dept 2.5 days with this being the third.

 

The presumption was that the rear camera was faulty and a new one was ordered and installed. The problem of the guidelines not appearing was not remedied by the installation of the new camera.

To add insult to injury, after picking up the car on Friday so I had it to use over the weekend, I noticed that the dimming or reduction of the radio volume when the car was shifted into reverse now does not happen.

Clearly when the techician was attempting to configure the rear camera to get the guidelines to appear somehow messed up the radio volume reduction setting.

I believe the next step is that the local service folks will be working with the engineering dept at Ford HQ to ferret out the issue(s).

 

To Ford's credit, I have been given a loaner car at no expense to me. But driving a Ford Fiesta instead of a fully loaded Fusion isn't going to cut it for long!

 

Stay tuned......

Edited June 23, 2014 by Joe Sofia Sr.

[Joe Sofia Sr.]

Kim: DM Sent.

 

Update: Car is now in it's third day at the Service Department of the Ford Dealership where it was purchased. So far, the car has been in the service dept 2.5 days with this being the third.

 

The presumption was that the rear camera was faulty and a new one was ordered and installed. The problem of the guidelines not appearing was not remedied by the installation of the new camera.

To add insult to injury, after picking up the car on Friday so I had it to use over the weekend, I noticed that the dimming or reduction of the radio volume when the car was shifted into reverse now does not happen.

Clearly when the techician was attempting to configure the rear camera to get the guidelines to appear somehow messed up the radio volume reduction setting.

I believe the next step is that the local service folks will be working with the engineering dept at Ford HQ to ferret out the issue(s).

 

To Ford's credit, I have been given a loaner car at no expense to me. But driving a Ford Fiesta instead of a fully loaded Fusion isn't going to cut it for long!

 

Stay tuned......

 

Make that 4 Full Days under repair with still no resolution by Ford Service. Ugh!

[hybridbear]

Make that 4 Full Days under repair with still no resolution by Ford Service. Ugh!

Has Kim or Ashley arranged for your issue to be escalated so that a regional CSM is involved?

[Joe Sofia Sr.]

I sent a private IM to Kim with the information she requested over the weekend but no response yet.

 

Will keep u posted! Thanks!

[hybridbear]

I sent a private IM to Kim with the information she requested over the weekend but no response yet.

 

Will keep u posted! Thanks!

Kim commented recently that she was going on vacation. If you click on her profile and click to view her recent posts you should be able to find the dates that she is gone. Perhaps you should send the info that you sent Kim to Ashley so that she can help you in Kim's absence.

 

Edit: click here to find Kim's post about her vacation

Edited June 24, 2014 by hybridbear

[Joe Sofia Sr.]

Thanks HybridBear!

 

That would make sense why she hasn't responded. What doesn't make any sense is why my message hasn't been read despite her saying in her vacation notification that her co workers were monitoring her IM's.

Do you have Ashley's IM link?

 

Hoping the dealer service folks can resolve it today...fingers crossed.

[hybridbear]

Thanks HybridBear!

 

That would make sense why she hasn't responded. What doesn't make any sense is why my message hasn't been read despite her saying in her vacation notification that her co workers were monitoring her IM's.

Do you have Ashley's IM link?

 

Hoping the dealer service folks can resolve it today...fingers crossed.

http://fordfusionhybridforum.com/user/12405-fordservice/

[Joe Sofia Sr.]

Thanks!

 

Now into Day 5. Per the dealer, Ford Engineering now being consulted.

[FordIVTteam]

Kim commented recently that she was going on vacation. If you click on her profile and click to view her recent posts you should be able to find the dates that she is gone. Perhaps you should send the info that you sent Kim to Ashley so that she can help you in Kim's absence.

 

Edit: click here to find Kim's post about her vacation

Thanks for letting him know, hybridbear. :)

 

Thanks!

 

Now into Day 5. Per the dealer, Ford Engineering now being consulted.

 

Sorry to leave you hanging, Joe!

 

I'm back from vacation and I'll respond to your PM shortly. Keep an eye out.

 

Kim

Edited June 25, 2014 by FordIVTteam

[hybridbear]

Thanks for letting him know, hybridbear. :)

 

 

Sorry to leave you hanging, Joe!

 

I'm back from vacation and I'll respond to your PM shortly. Keep an eye out.

 

Kim

No problem. I hope you had a nice vacation.

[acdii]

I wonder why they would replace the camera when its the software that puts the guidelines on the screen. The first thing you would think they would do is reflash the system with new software, not change out the camera.

[Joe Sofia Sr.]

I wonder why they would replace the camera when its the software that puts the guidelines on the screen. The first thing you would think they would do is reflash the system with new software, not change out the camera.

 

I am presuming they did acdii. No mechanic here but I'm with you, I believe it to be more of a software issue than a hardware malfunction.

Per the Dealership Service Department. the next step is to replace a control module and program that.

That is on order and supposed to be delivered to the dealer mid-day Friday.

Rather than leave the car there rotting at the dealership, I elected to retrieve it yesterday (Wednesday) and bring it back for the module install next week.

Very frustrated that they didn't seem to have any sense of urgency in trying to get the part overnighted via FedEx or similar given that the car had been there 5 days. I wasn't about to leave it there another two days waiting on them to procur the part.

What a nightmare. Hopefully this new control module is the answer.

Edited June 26, 2014 by Joe Sofia Sr.

[FordIVTteam]

No problem. I hope you had a nice vacation.

Thank you. It was fantastic!

 

I am presuming they did acdii. No mechanic here but I'm with you, I believe it to be more of a software issue than a hardware malfunction.

Per the Dealership Service Department. the next step is to replace a control module and program that.

That is on order and supposed to be delivered to the dealer mid-day Friday.

Rather than leave the car there rotting at the dealership, I elected to retrieve it yesterday (Wednesday) and bring it back for the module install next week.

Very frustrated that they didn't seem to have any sense of urgency in trying to get the part overnighted via FedEx or similar given that the car had been there 5 days. I wasn't about to leave it there another two days waiting on them to procur the part.

What a nightmare. Hopefully this new control module is the answer.

Hey Joe,

 

I just sent you an update on your case. Check your PMs for more info. :)

 

Kim

[Joe Sofia Sr.]

Body Control Module delivered and to be installed and programmed today. Keeping my fingers crossed this solves the issue.

Ford Regional Customer Service now engaged.(thank you Kim)

Hate being on the front end of a problem solving learning curve (6 plus days of trying to ferret out the issue)

Stay tuned.

 

 

 

I am presuming they did acdii. No mechanic here but I'm with you, I believe it to be more of a software issue than a hardware malfunction.

Per the Dealership Service Department. the next step is to replace a control module and program that.

That is on order and supposed to be delivered to the dealer mid-day Friday.

Rather than leave the car there rotting at the dealership, I elected to retrieve it yesterday (Wednesday) and bring it back for the module install next week.

Very frustrated that they didn't seem to have any sense of urgency in trying to get the part overnighted via FedEx or similar given that the car had been there 5 days. I wasn't about to leave it there another two days waiting on them to procur the part.

What a nightmare. Hopefully this new control module is the answer.

Edited July 2, 2014 by Joe Sofia Sr.

[Joe Sofia Sr.]

Body Control Module delivered and to be installed and programmed today. Keeping my fingers crossed this solves the issue.

Ford Regional Customer Service now engaged.(thank you Kim)

Hate being on the front end of a problem solving learning curve (6 plus days of trying to ferret out the issue)

Stay tuned.

 

 

 

 

So much for crossed fingers and toes.

 

New Control Module installed - Unfortunately. the new module couldn't be programmed.

Service tells me they need to retain the car - work with Ford Engineering to continue to diagnose the issue.

Oh and I can't take the car back because the dash is torn apart for an evaluation of all the wiring.

 

Any suggestions guys? I am getting very uncomfortable knowing I got a new car being torn apart with a waning degree of confidence this car isn't sound.

Is this issue potentially the harbinger of many problems to occur in the future,

Edited July 2, 2014 by Joe Sofia Sr.

[FordIVTteam]

 

 

So much for crossed fingers and toes.

 

New Control Module installed - Unfortunately. the new module couldn't be programmed.

Service tells me they need to retain the car - work with Ford Engineering to continue to diagnose the issue.

Oh and I can't take the car back because the dash is torn apart for an evaluation of all the wiring.

 

Any suggestions guys? I am getting very uncomfortable knowing I got a new car being torn apart with a waning degree of confidence this car isn't sound.

Is this issue potentially the harbinger of many problems to occur in the future,

 

I can understand why you're concerned, but I can assure you that the vehicle is in good hands. Be sure to communicate any concerns you may have to your CSM to make sure they are addressed properly. I see a PM from you in my inbox. I'll take a look at it and respond shortly.

 

Kim

[Joe Sofia Sr.]

The theme of this update: it just keeps getting better....and I say this in a facetious manner.

 

After I insisted that the car be re-assembled the day before the July 4 weekend and much to the service managers chagrin, I was waiting on yet a new body control module (#3) and for a Ford field service engineer to arrive, the car was rescheduled to be evaluated yet again this past Thursday. (So glad I insisted on the getting my car back on the 3rd!)

 

The problem was finally isolated presumably to some faulty wiring, the location of which wasn't disclosed. Late Thursday afternoon I'm told to come by today (Friday) to retrieve the car as it was still disassembled. My plans to return today to retrieve it late this afternoon was preempted by a phone call stating that a trim piece was damaged and had to be ordered to complete the re-assembly. Best case scenario, they would get that part in next Monday for install and reassembly.

 

One of my biggest concerns in this whole episode was the car was being dissected to evaluate the problem and that the reassembly wouldn't meet the factory standard. And now with the sloppiness of having the trim piece damaged, I am to have a high comfort level that the car was reassembled to this standard?

 

I am about ready to leave the vehicle there permanently and seek any remedies available to me. Just as an aside, It also came to light in his repair that the keyless entry panel was also malfunctioning. That too had to be replaced. Two huge issues on a two month old car.. Not feeling warm and fuzzy about this particular car and my whole purchase experience has soured.

 

 

Kim: CSM Melissa notified of the same.

 

16.5 days this car has been out of service with my original visit to the dealers service dept. June 7th.

Thoughts?

Edited July 12, 2014 by Joe Sofia Sr.

[hybridbear]

One of my biggest concerns in this whole episode was the car was being dissected to evaluate the problem and that the reassembly wouldn't meet the factory standard. And now with the sloppiness of having the trim piece damaged, I am to have a high comfort level that the car was reassembled to this standard?

 

I am about ready to leave the vehicle there permanently and seek any remedies available to me. Just as an aside, It also came to light in his repair that the keyless entry panel was also malfunctioning. That too had to be replaced. Two huge issues on a two month old car.. Not feeling warm and fuzzy about this particular car and my whole purchase experience has soured.

 

16.5 days this car has been out of service with my original visit to the dealers service dept. June 7th.

Thoughts?

What does CA lemon law require? Ford has a process which is described in the Owner's Manual. Those who have followed the process seem to get the best results.

 

I would suggest going to a different dealer in the future. GrySql & GKinLA have had great success with South Bay Ford. Perhaps you could connect with one of them to work with the Service Advisor at South Bay Ford who has provided them both with fantastic service.

Edited July 12, 2014 by hybridbear

[Joe Sofia Sr.]

Thanks HB!