MFT a complete disappointment

[falkirk18]

Sorry ahead of the time for the rant....

I've almost had it with this system! Last night I had to restart system twice just to get the radio to work! Over the last 3 weeks, here are the problems I've had: server failure when sending Vehicle Health Report (Hasn't worked since last upgrade 3 months ago), no weather (just goes to blank screen), system delays when using any function (sometimes the system hangs up for 30-45 seconds after selection), System fails to start and requires either the fuse to be pulled, or the car to be turned off and on again, etc... Every time I get into the vehicle, something malfunctions with the system...

When is someone at Ford going to take responsibility for this problem? The dealers don't take any responsibility for upset owners, and seem to think we are all idiots and just don't know how to use the system. All I want is for my vehicle to function properly and for Ford to take responsibility for the crappy system they put into the Explorer. Unfortunately, I'm losing faith that either one of those hopes will happen... I would love to have a conversation with a Ford representative, but the dealer shields all leadership from answering to the consumer! I've tried sending emails, but all I get is a response that "If I have a problem, go to my dealer". Really? Seriously??? I challenge a Ford representative to reach out and ask for some feedback on the experience I've had with my vehicle. But I already know the answer... "Response to the vehicle has been extremely positive, and only a few have expressed issues". Again, I challenge you to read all of the issues not only in this forum, but in others.

Oh, I almost forgot to mention... I have the A-pillar rattle as well, and after reading everyones horror stories trying to get it fixed, I'm scared to even bring it up at the dealership. With Ford's inability to fix a software issue, I have zero faith that they will be able to fix any other issues at this point.

Ford, you should be ashamed of yourself! Hiding from the opportunities you have and failing to address the concerns of your loyal customers is no way to do business.... I guess I should just continue to be satisfied that I payed for a product and it only partially works... I wonder what you would have said if I only wanted to partially pay for the vehicle???? I'm pretty sure you would have laughed me out of the dealership. But when the vehicle doesn't function as promised, you refuse to admit their is a problem! Come on Ford, you can't fix a software issue in 9 months????

 

[peterk9]

Sorry ahead of the time for the rant....

I've almost had it with this system! Last night I had to restart system twice just to get the radio to work! Over the last 3 weeks, here are the problems I've had: server failure when sending Vehicle Health Report (Hasn't worked since last upgrade 3 months ago), no weather (just goes to blank screen), system delays when using any function (sometimes the system hangs up for 30-45 seconds after selection), System fails to start and requires either the fuse to be pulled, or the car to be turned off and on again, etc... Every time I get into the vehicle, something malfunctions with the system...

When is someone at Ford going to take responsibility for this problem? The dealers don't take any responsibility for upset owners, and seem to think we are all idiots and just don't know how to use the system. All I want is for my vehicle to function properly and for Ford to take responsibility for the crappy system they put into the Explorer. Unfortunately, I'm losing faith that either one of those hopes will happen... I would love to have a conversation with a Ford representative, but the dealer shields all leadership from answering to the consumer! I've tried sending emails, but all I get is a response that "If I have a problem, go to my dealer". Really? Seriously??? I challenge a Ford representative to reach out and ask for some feedback on the experience I've had with my vehicle. But I already know the answer... "Response to the vehicle has been extremely positive, and only a few have expressed issues". Again, I challenge you to read all of the issues not only in this forum, but in others.

Oh, I almost forgot to mention... I have the A-pillar rattle as well, and after reading everyones horror stories trying to get it fixed, I'm scared to even bring it up at the dealership. With Ford's inability to fix a software issue, I have zero faith that they will be able to fix any other issues at this point.

Ford, you should be ashamed of yourself! Hiding from the opportunities you have and failing to address the concerns of your loyal customers is no way to do business.... I guess I should just continue to be satisfied that I payed for a product and it only partially works... I wonder what you would have said if I only wanted to partially pay for the vehicle???? I'm pretty sure you would have laughed me out of the dealership. But when the vehicle doesn't function as promised, you refuse to admit their is a problem! Come on Ford, you can't fix a software issue in 9 months????

First of all let me say welcome to the forum falkirk18. :wavey:
Sorry to hear about the problems you are having, particularily with the MFT.
I am by no means attempting to trivialize the situation with Ford's MFT but in one way I can somewhat sympathize with their software people. How do fix a program that many owners are having no problem with while others do? I have had my Ex since March and am running V2.4. I have had only one minor issue to date and that involves the radio starting up on my USB stick when it was on a Sirius channel when the vehicle was shut off. This has happen about a dozen times but I just set it back to the Sirius channel it should have been on. Annoying, Yes, but not a big deal even though it shouldn't happen. This is why I'm a bit reluctant to upgrade to the latest version 2.21. All I have interfaced with the MFT is a non smart phone (Nokia C3) and have not had any problems with BT. For those owners with problems, perhaps Ford should be investigating what items those people have interfaced/attached to their MFT to see if they share something in common, besides frustration.
As for the 'A' pillar rattle, I believe that while some have still had problems many owners have indeed been satisfied with the repair. Perhaps that depends on the technicians that are doing the work.
Anyway, you have every right to rant and I hope that you are able to get some, if not all issues resolved.

Peter

 

[gdecamp]

What has the dealer done for you so far?

What version are you running?

 

[falkirk18]

Thanks for the sympathy Peterk9. I know I shouldn't be as upset about it, but it is just frustrating when you pay $46k for a vehicle, and the radio doesn't even work consistently. And I recognize that many don't have a lot of issues with the system, but more than enough do. Almost every review of the 2012 Explorer has mentioned glitches and Fords inability to fix issues with the MFT system. It really comes down to settling for less, and I'm not accepting the fact that in a $46k vehicle it should have this many issues. But, there is absolutely nothing I can do at this point, but wait for Ford to provide another fix.

I'm currently running Sync version 2.8, and it has been reloaded twice. Always the same problems. So, why haven't I taken the vehicle to get 2.11??? Well, since every time I take the vehicle to the dealer, it costs me more money and time. Now, I do expect for there to be some time on my part, but when they say it will be done in an hour, and it takes 5 because they say "The software person is having issues", I again lose patient will Ford's ability to fix anything. And I do recognize that it is the dealer's personnel, but they do represent Ford and Ford has to be accountable to these opportunities. Ok, time to get back on track... So, I was going to schedule an appointment for 2.11, but many still seem to be having issues. Oh, and were't we supposed to be able to update the system ourselves by downloading the updates from the website? Another promise Ford hasn't executed on.... I have been writing to Ford for over 45 days, and continue to get the same standard response. No one will contact me to discuss the matter, and it is always a dealer problem. And the dealer acts like, "This is the first time we've heard of an issue with the Sync system!" And when they told me I was going to have to pay for the update, I almost lost it! After hearing this, I can see Ford is telling it's dealers very little as well.

Software is always touchy, I agree with you there. But the issue doesn't seem to be with the interfacing with external devices. It has most, if not all problems when nothing is attached and it is running only the Sync/MFT software.

I will be calling on Tuesday to schedule the 2.11 update, and I will follow-up with how many of the issues are resolved.

 

[falkirk18]

Bloomberg Acticle from June...

Ford has had its share of quality issues with its fledgling MyFord Touch technology, and watchdogs like Consumer Reports and J.D. Power have taken notice. Bloomberg reports that Ford CEO Alan Mulally is all too aware of the automaker's latest technology glitches, saying, "We've had just a few issues with some technologies associated with Sync and MyFord Touch."

The "just a few issues" Mulally is referring to include reports of touchscreens blacking out, general complaints about a steep learning curve and a recent crossover ranking by Consumer Reports that placed the 2011 Explorer 17th out of 19 vehicles tested due in large part to the tech. CR also dropped the coveted "Recommended" nod for the 2011 Edge because of MyFord Touch.

Mulally's recent statements come just before the release of J.D. Power's June 23 new car quality report. J.D. Power's VP Dave Sargent claims the automaker's own data shows that quality has taken a hit, adding that Ford is "making an early warning to the market that this may be a problem." There is no telling how car buyers would react to Ford slipping a bit in the rankings, but the company's stellar performance in the study over the past few years has likely been a major reason why the Blue Oval managed to re-pass Toyota on the sales charts.

Ford isn't taking the potential quality issues lightly, recently spending $100 million to deploy laser-guided robots in 17 factories to help reduce wind noise in its automobiles. The robots will enable Ford to install doors to within one tenth of one millimeter of specification. The automaker is also working hard to stay on top of quality even as it continues the torrid pace of new vehicle launches.

 

[TIO M]

You should not be paying for no updates period!!!!

You need to have them refund you for basically stealing money from you! Or threathen them with a lawsuit. Everyone knows on these forums that if its a software glitch it is the Makers responsibility to make it work. Grant it you need the latest update to see if some of those glitches are corrected!

I would raise hell at this dealer and go to another also, you need to contact Cory here on the forums he is Customer Service/a Ford Rep so you can get this escalated and corrected. You should not be getting charged for updates to correct your current issues of the MFT.

 

[peterk9]

Ok, time to get back on track... So, I was going to schedule an appointment for 2.11, but many still seem to be having issues. Oh, and were't we supposed to be able to update the system ourselves by downloading the updates from the website? Another promise Ford hasn't executed on.... I will be calling on Tuesday to schedule the 2.11 update, and I will follow-up with how many of the issues are resolved.

Software updates are available from the website but a new version can only be installed by the dealer. From what I've read, it should take about 40 minutes to install 2.11 and the vehicle has to be running during that time. This was posted by someone just after the version came out. This update, because it is a new version, is free. I know that it takes time out of your day and as they say, 'time is money', but don't let them charge you for this item.
Good luck and I hope that things turn around for you so that you can enjoy the Explorer the way it was meant to be.

Peter

 

[gdecamp]

I'm currently running Sync version 2.8, and it has been reloaded twice. Always the same problems. So, why haven't I taken the vehicle to get 2.11??? Well, since every time I take the vehicle to the dealer, it costs me more money and time. Now, I do expect for there to be some time on my part, but when they say it will be done in an hour, and it takes 5 because they say "The software person is having issues", I again lose patient will Ford's ability to fix anything. .

Sounds like you need to visit a new dealer and service dept, that is not the norm and you should not have to pay for software problems PERIOD!

 

[batman89]

Agree with DON"T PAY for warranty work or software upgrades because of faulty programs.

Have had my MFT reload three time. Twice with V2.8 software because the touch screen required calibration and the tech did not know how to get to the diagnostic screen to perform the simple operation. My last install was V2.11 and it took the tech less time to do the install. Appears experience is the best teacher. They also get help from the Ford Tech center.

What I can see is happening at the dealers is the Mechanic turned computer tech may not be experience enough do perform installs. Thus they are using our vehicle as a test platform and if it does not load right the first time they try again. Also be aware the tech needs to know if you have Nav, Sirius radio, travel link, etc before he installs the software.

Also understand that the download is coming to the dealer via the internet from the Ford servers and this may be giving the tech some problems. If the dealer internet is slow and causing corrupt downloads. The process also includes the actual install and a validation that software was loaded.

 

[Sgt1411]

Interesting review on the latest MFT issues.......

http://www.dailytech.com/MyFord+Touch+Shows+Dramatic+Improvement+in+Second+Tour/article22618.htm

 

[RandyH2]

First, the article is poorly written and needs to be edited- not a sign of a professional review.
Second, the author gives them credit for improving the voice recognition. That's great, I rarely use voice recognition.
Finally, the system showed it's faults in a new old way- rebooting. It sounds like there are still serious bugs if he had 3 reboots in three days.

Calling the MFT system the best system in any vehicle reeks of Ford sponsorship.

 

[Car 54]

Is it not common knowledge that Microsoft is working on a "final" version to be released Jan/Feb? I've heard that the last couple of revisions were Ford trying to repair the software and have since negotiated MS to rewrite the software.

 

[VinceL]

First, the article is poorly written and needs to be edited- not a sign of a professional review.
Second, the author gives them credit for improving the voice recognition. That's great, I rarely use voice recognition.
Finally, the system showed it's faults in a new old way- rebooting. It sounds like there are still serious bugs if he had 3 reboots in three days.

Calling the MFT system the best system in any vehicle reeks of Ford sponsorship.

Yeah, those Daily Tech articles are usually atrocious when it comes to writing. If enough people post responses, eventually a few of them will work the writer over for the quality of the article.

 

[vulnox]

Is it not common knowledge that Microsoft is working on a "final" version to be released Jan/Feb? I've heard that the last couple of revisions were Ford trying to repair the software and have since negotiated MS to rewrite the software.

Microsoft didn't design or code MFT so that would be unfair. MS technology is behind Sync. It's also used on the Xbox with Kinect for voice recognition.

I'm pretty happy with MFT. Eager for more speed improvements and that, but just finished the first part of a trip, over 500 miles, navigation going and playing from a USB drive with iPhones connected and all that without any MFT issues. I sounds like user error or hardware issues here, since I have seen quite a few get the hardware replaced to resolve Dom of those issues.

 

[dco43054]

So you've found your way here to air your complaints - but have you really read the other posts on similar MFT issues to see if you have any of the same root causes?

Do you happen to have thousands of contacts on your cellphone?

Read Loganfilm's thread. Lots of good information in there at the end about troubleshooting. His was probably the worst case of MFT problems. His problems could be traced back to his phone, and of course the clunky, slow MFT system.

 

[Car 54]

Microsoft didn't design or code MFT so that would be unfair. MS technology is behind Sync. It's also used on the Xbox with Kinect for voice recognition.

I'm pretty happy with MFT. Eager for more speed improvements and that, but just finished the first part of a trip, over 500 miles, navigation going and playing from a USB drive with iPhones connected and all that without any MFT issues. I sounds like user error or hardware issues here, since I have seen quite a few get the hardware replaced to resolve Dom of those issues.

I got this info from a Ford employee dedicated to working through tech issues. Jan/Feb...something big happens.

 

[falkirk18]

Well, I dropped of my X Limited at 1PM today to get the MFT software updated/re-flashed. The service advisor couldn't tell me if there was an update (I decided not to tell him there was).

I'll be picking it up before the end of the day, and I'm hoping most of the issues are fixed. I'll provide an update this evening.

 

[Car 54]

You can watch syncmyride for your version...if they update it, you'll see it change and the logs online.

 

[falkirk18]

I guess I shouldn't be surprised at this point, but I want to make sure I chronicle this tale!

So, I dropped my vehicle off this afternoon for my appointment at 12:57PM (appointment was for 1PM). When I made the appointment this morning, I asked if it was going to be done today and was assured that my vehicle would be going straight to the tech and would be completed before the service department closed at 7PM. When I dropped it off, I again asked if it would be completed, and for the second time assured that it would, and he even said it might be done in 45 minutes. I rented a car because I needed to return to work (at my own cost) and waited for a call from the service advisor.

Well, I called on my way home from work twice, and received no return call or update from the dealer. Because the vehicle is my wife's, I didn't plan on leaving her without her vehicle for more than today. Since Ford once again over promised and under delivered, my wife is without her vehicle and both baby seats are at the dealer. Obviously I would have taken them out and rented a larger vehicle if they had just told me "It might take more than today", but I guess it's my fault for asking twice and being assured it would be done today.

Again, if there is a Ford representative out there, this is the third time to the dealer for this issue and this is how poorly Ford dealers continue to treat their customers.

Oh, and I almost forgot to tell everyone the most comical part of the visit to the dealer. While waiting for my rental which was dirty and had no gas from Enterprise, I spoke to another service rep and a sales man. I mentioned I was here with my 2011 X, and they asked why. I filled them in on how disappointed I was with the MFT, but I loved everything else about the vehicle. One said they had heard they were now replacing "chips" in the system that should fix everything. Coming from a service rep, I immediately knew this vista was going to be a disaster. The other individual, the salesman said he knew they had updated the software and had Apple help work on it, so it should be much better this time. WTF???!!!! How inept and clueless can these people be? But even more perplexing to me is this: What is Ford doing/telling it's people in the field? To have Ford representatives this "out to lunch" is inexcusable! Why will no one at Ford get involved when a customer is this dissatisfied? Or is it that the dealers screen everyone with valid complaints so that leadership never know how poorly some are treated?

Come on Ford, you can do better than this.... What ever happen to holding yourself and your employees accountable? Today I was embarrassed for you!

 

[Sgt1411]

You need to PM Cory on this because the dealer needs to be brought up to speed, among other things.

You would think given the damage this MFT issue has caused, Ford would try and mitigate customer disruption by streamlining the update process.

Attention Cory.........please help on this as dealer ignorance regarding MFT updating seems to be rampant