MFT a complete disappointment

[falkirk18]

Update:

Well, I finally got ahold of the dealer this morning (I had to call again), and the service advisor had no clue what was going on with my vehicle. I asked why it wasn't done yesterday, and he didn't know, but said it obviously must have been more complicated that they originally thought. I then asked why someone didn't call and let me know that it wouldn't be done when promised, and he didn't have an answer for that.

He said he was going to escalate the vehicle to the shop foreman, and he would be calling me back ASAP with an update. That was at 9:10AM, and it's been over an hour and no response.

Again, Ford is dissapointing a loyal customer by it's lack of accountability, communication and poor knowledge of the vehicle issue's. For a service represenative to have no idea what is going on with a vehicle after it's been there past it's promise tim is 100% unacceptable, as well as the fact they did not communicate the delay to the owner. My wife is sitting at home without a vehicle suitable to transport the family, which could have been avoided if Ford had communicated the vehicle status or simply said "We will probably have it for a day or two, but will let you know if it is done sooner". But, they said it would be done yesterday afernoon and didn't communicate a single thing. And I'm not even going to go into my expereince with Enterprise Rent-A-Car. What a joke!

I know I've said this in previous posts, but I'll say it again.... Shame on you Ford!

 

[falkirk18]

Sync history

Can someone help translate this for me? What is concerning is that there is no record of anything being done the first time I took the vehicle into the dealer in March? It was there for about an hour, but after looking at this, I'm assumeing they did nothing but restart the system???

Do the multiple entries on 5/7 mean that they had to try and update the system several times???

Type Name Version Description Status Date
BT4T-14D544-BJ Gen2 - V2.8 My Ford Touch Base Software CI 5/7/2011
BT4T-14D544-BE Gen2 - V2.4 SYNC GEN 2 IMAGE CU 5/7/2011
BT4T-14D544-BJ Gen2 - V2.8 My Ford Touch Base Software CI 5/7/2011
BT4T-14D544-BE Gen2 - V2.4 SYNC GEN 2 IMAGE CI 5/7/2011
BT4T-14D544-BE Gen2 - V2.4 SYNC GEN 2 IMAGE CI 5/7/2011
BT4T-14D544-BE Gen2 - V2.4 SYNC GEN 2 IMAGE CI 12/10/2010
BT4T-14D544-BE Gen2 - V2.4 SYNC GEN 2 IMAGE CI 11/24/2010

 

[Car 54]

Update:

Well, I finally got ahold of the dealer this morning (I had to call again), and the service advisor had no clue what was going on with my vehicle. I asked why it wasn't done yesterday, and he didn't know, but said it obviously must have been more complicated that they originally thought. I then asked why someone didn't call and let me know that it wouldn't be done when promised, and he didn't have an answer for that.

He said he was going to escalate the vehicle to the shop foreman, and he would be calling me back ASAP with an update. That was at 9:10AM, and it's been over an hour and no response.

Again, Ford is dissapointing a loyal customer by it's lack of accountability, communication and poor knowledge of the vehicle issue's. For a service represenative to have no idea what is going on with a vehicle after it's been there past it's promise tim is 100% unacceptable, as well as the fact they did not communicate the delay to the owner. My wife is sitting at home without a vehicle suitable to transport the family, which could have been avoided if Ford had communicated the vehicle status or simply said "We will probably have it for a day or two, but will let you know if it is done sooner". But, they said it would be done yesterday afernoon and didn't communicate a single thing. And I'm not even going to go into my expereince with Enterprise Rent-A-Car. What a joke!

I know I've said this in previous posts, but I'll say it again.... Shame on you Ford!

Stop putting the Ford on a pedestal. I'm surprised you are shocked by this type of customer service. I expect McDonalds to put ketchup on my cheeseburger from time to time even though I say plain. I would not expect to have my steak at Charlies medium rare if I asked for medium well.

Lower your expectations and plan ahead better, or deal with companies who are expected to offer better customer service than Ford.

Sorry if it hurts.

 

[FordIVTteam]

falkirk18,

Please private message me your VIN and dealer info. I would like to get this straightened out for you!

Rebecca

 

[falkirk18]

Thank you for the feedback. But unfortunately I don't agree. When you pay $46k for a vehicle, you expect it to function properly, or at least for the company to take responsibility for the issue. Let me explain...

The service rep finally called me back at 11:15AM to let me know they had been trying to "flash" the system since yesterday, and were going to attempt one more time. If it didn't work, they were going to have their "radio guy" look at it when they arrived at 3PM Yes, those were his words, the "radio guy". What it sounded like to me is that they hadn't touched the vehicle yet, and that they were now doing damage control.

I'm sorry, but I expect a certain level of competence from Ford. It's not McDonalds, and I find it hard to imagine that you have compared the two. I am not unreasonable, and expect for their to be issues from time to time. But I don't find it acceptable that the service rep has failed to keep me up to date or even know what is going on with the vehicle. If I told a customer that the vehicle would be ready by the end of the day and was unable to keep that promise, I'd call them and let them know. Also, I would have an idea what was going on. When I drove by the dealership at lunch, the vehicle was still sitting in the same place it was parked when I dropped it off for service! They haven't even touched it! And yes, I could take it to another dealer, but this is the second that hasn't been able to follow through on their end of the bargain.

I'm a consumer with a choice, and I can go elsewhere to buy a vehicle. But, unlike most products you buy, you can't return this one after you buy it. So, one of the few avenues I have as a consumer is to share my experiences here in hopes that a Ford representative sees how poorly one of the customers is being treated, and gets involved.

Not everyone will have this type of experience, and I hope my continuing issues end sooner than later. Is asking that the vehicle I purchased work properly unreasonable? But deeper than that, is it unreasonable for Ford and it's representatives to be competent and truthful? I'm sure any member of Ford leadership would find this type of treatment unacceptable, but you can't get in touch with anyone there! I'll admit that I've been unreasonable if someone at Ford takes the time to discuss this matters and disagrees with my assessment, but I don't think they want to engage a customer on this topic...

 

[Car 54]

You make good points and it sounds like you're the type who would follow through. I rarely find a service person who impresses me, much less is acceptable. I suppose I just have lower standards for certain things.

Saying you spent 46k for a vehicle is not necessarily relevant. Ford sells 11k cars and likey has no different route for you vs the 11k Fiesta owner. My point is, if you want to love your service department, you don't need to spend a lot of money, but you spend it where customer service has higher minimum standards. Your 46k went into the vehicle only, not into outstanding customer service, long warranty, free loaner cars, free car wash, etc.

It does suck to have your car parked while you think it's being serviced. I hope it gets turned around soon.

 

[falkirk18]

Car 54,
Thanks again for the conversation. I know the frustration is probably driving my discontent with Ford right now, but I appreciate the thoughts. And I don't disagree with your last post.

Being accountable is at the heart of almost all consumer dissatisfaction, as most are reasonable and understand that some things are outside of individuals control. But, when people aren't held accountable to the things that are within their control, consumers get upset and ultimately it tarnishes Ford's brand. We could debate till we were both blue in the face about whether or not Ford has dedicated the man power and resources needed to fix the MFT issues, but I'm sure neither of us have time to do that. Although, it might be fun!! JK! But Ford has obviously dropped the ball on how they are dealing with these issues, and not making sure their dealers are prepared to handle the vehicles is inexcusable. And the service representatives inability to communicate what is going on is a separate issue, but remains in the same vain of Ford not holding it's team accountable to the Brand image Ford is backing.

Although my goal is to get my vehicle back and working as promised, I hope that the dialog helps improve the overall experience for future customers while letting Ford know what is really going on at ground level.

 

[Sgt1411]

falkirk18

I agree with your comments as I too had bad service related experiences with the dealership closest to my residence.

After getting frustrated I now take my vehicle to a Dealership closer to work instead of home.

Its more of a hassle to me but I agree with you they need to be accountable and taking your business elsewhere is part of that.

Please make sure you contact Ford Customer Service and also complete the after service survey.

The upgrade to MFT/SYNC v2.11 takes approximently 40 minutes as I watched the Dealer Tech do it to my Ex. Im fortunate to have someone who actually knows what he is doing.

If you look on this forum there is an older thread started by Baxterdown showing step by step what is done when the dealer does the upgrade.

They do an "Uninstall" of your old base image and the "Install" of your new image.

In your previous post showing your vehicle SYNC/MFT software history you will see CU and CI

CONFIRMED UNINSTALL

CONFIRMED INSTALL

 

[drober30]

Stop putting the Ford on a pedestal. I'm surprised you are shocked by this type of customer service. I expect McDonalds to put ketchup on my cheeseburger from time to time even though I say plain. I would not expect to have my steak at Charlies medium rare if I asked for medium well.

Lower your expectations and plan ahead better, or deal with companies who are expected to offer better customer service than Ford.

Sorry if it hurts.

Dose not even make sense.

 

[falkirk18]

Got my vehicle back today shortly after 4, and only drove it home. So, I haven't been able to play with the MFT system much, but the Vehicle HEalth Report still doesn't work, so I think I'm gonna find more...

I'll post an update in a day or two, as I want to gather some info on how it is working with 2.11. Also, I have to recap picking up my vehicle. Dealer couldn't find keys for 20 minutes!!!!

 

[falkirk18]

So, my wife has had her vehicle back for two weeks, and I've had a chance to drive it enough times to comment on the upgrade to 2.11... And all I can say is that I continue to be disappointed in the MFT system, and Ford's inability to make any progress on fixing the issues.

Here is what I've had issues with since the update that have occurred multiple times:

1) System will not allow me to turn on Bluetooth
2) Significant system lag, sometimes 30-60 seconds for a response after touching screen (nothing attached by USB or bluetooth)
3) Vehicle Health Report still not functioning (tried this with both my wires iPhone 4 and my Evo when bluetooth works)
4) Weather maps will not display
etc.....

I'd continue, but I think you get the point. I only get to drive the vehicle on the weekends, so I will continue to provide the highlights of what doesn't work with MFT.

Oh... I almost forgot! The A-pillar rattle is getting worse! I'm afraid to let them touch it at the dealership since when I mentioned it to the service rep, he asked if I meant the B-pillar since he had never heard of any issues with the A-pillar... Seriously?