Rearview Camera Problems

[Hogwild]

"Rearview camera unavailable, contact dealership"

2011 Ford Explorer Limited. Camera started blacking out intermittently at ~45k miles, similar to many other posters in this thread. I dealt with it for the last year and a half mainly to avoid another horrible Ford dealership service experience, but finally had to take it in anyway for 2 recalls and a new set of tires.

Explained my issue to the service tech at Wray Ford, Mr. Bass. Good guy, best service rep I've ever dealt with. He took it back for some Sync updates I was behind on hoping to resolve the issue and it did...right up until he went to pull it around for me to pick up. Long story short said I needed to replace the camera.

I'm at 65k miles now, still under an ESP..which doesn't cover perimeter warning systems. Fine. It's a camera not a perimeter warning system, right? Wrong. Claim denied.

So now I have an appointment scheduled for Monday to replace the camera at my expense for ~ $350 and at least 2 hrs of my time sitting at the dealership where I bought the vehicle..

My question is: After reading through 9 pages of posts from customer after customer having the same exact issue, why hasn't there been a recall by Ford, or at the very least a Customer Satisfaction Program like the 5 year warranty on the APIM?! It's a well known issue specific to the first model years of this vehicle. We were the ones that took the chance on Ford's fancy new tech and have suffered the most through issue after issue related to MFT and SYNC. Seems like the least Ford could do on a known lemon camera issue like this is pick up the tab on the labor.

Meet us halfway and retain your customers. Ford Quality used to mean something and I was proud to own a Ford after the other manufacturers took bailouts. Now, not so much.

I paid more for this vehicle in 2011 than most Audi's, BMWs, and Mercedes SUVs were going for at the time. Yet they have stellar service (prior Audi owner) where I never dreaded a trip to the dealer like I do now, and not just for cost reasons.

Crystal, if you're still monitoring this thread, I'd appreciate some feedback.

Thank you.

P.S. I'm with the guy that tried replacing it himself. I'm glad I read about his experience before I paid the money and did the work only to realize I still needed a Ford tech to program A CAMERA.

 

[FordService]

...Crystal, if you're still monitoring this thread, I'd appreciate some feedback...

Hi, Hogwild!

I got your PM this morning and sent back a reply with your case information. Keep me in the loop as things move forward; I'll be here if you need any further assistance.

Crystal

 

[peterk9]

..........P.S. I'm with the guy that tried replacing it himself. I'm glad I read about his experience before I paid the money and did the work only to realize I still needed a Ford tech to program A CAMERA.

I believe there is only one camera model so it has to be programed to the model it is installed in. Some Explorers have Active Park Assist and some do not so the camera has to be set up to recognize that it should show the curved lines.

Peter

 

[nwin]

Done with my explorer

Well, after the camera crapping out at 40k, the airbag light continuing to come on after multiple service visits, and the front windshield needing something replaced to stop some wind noise (but not being able to get that done because the dealership wanted the car for two days, not offering a rental or loaner car), I've traded in my POS Ford for something better.

Driving my new car is a dream and I'm so happy to be rid of Ford and all of its problems.

 

[justhebeanz]

My backup camera started going black when in reverse and said to contact the dealership. Sometimes it would work, sometimes I would get the message, and other times I would get a rolling posture like on an old TV set. Took it into the ford dealership and was just called and told I had a wire that was burnt out and that the camera itself was bad and bothe would need to be replaced for a nice price of $500.00. Also there is a knocking noise in my dash that they are telling me is the motor that switches the ac air from outside air to recirculating inside air and it can be fixed for a nice price of $400. Since I have only had the car for 3 years I'm extremely disappointed that these things are failing so quickly and that I will be responsible for the cost of fixing them. Any help for a solution that doesn't cost almost a grand would e helpful!

Did you ever get this fixed? I am having the same problem with my camera. Works for awhile and then stops. Always with the message "camera unavailable see dealership". I have had this vehicle for just under a year and really disappointed that this is happening. _thanks

 

[peterk9]

Did you ever get this fixed? I am having the same problem with my camera. Works for awhile and then stops. Always with the message "camera unavailable see dealership". I have had this vehicle for just under a year and really disappointed that this is happening. _thanks

Welcome to the Forum.:wavey:
As I posted previously, it seem the early model years are the ones that seem to have the higher failure rate with a few 2013 models now reporting this as well. Although I'm not 100% sure, I would bet that the camera has to be replaced. If that is the case, the dealer will also have to program it to your vehicle to ensure you have the features that are supposed to be in the camera.
It would also be helpful in addressing future concerns if you added the model of your Explorer to your profile so it appears in the margin since not all models have the same features.

Peter

 

[Hogwild]

No help at all from Ford, other than from Crystal, but I was able to finally convince the ESP that it isn't a perimeter warning system and theyve agreed to cover it.

Just have to wait 2 1/2 weeks for the one guy in the entire dealership that can replace the camera to return from his cruise...

More than anything, it is the dealer experiences that will keep me from buying another Ford.

 

[FordService]

Did you ever get this fixed? I am having the same problem with my camera. Works for awhile and then stops. Always with the message "camera unavailable see dealership". I have had this vehicle for just under a year and really disappointed that this is happening. _thanks

Welcome to the site, justhebeanz! Have you dropped by your dealer for diagnosis yet? I'm sure they'll want to make sure your camera is seeing clearly again. How many miles are on it?

No help at all from Ford, other than from Crystal, but I was able to finally convince the ESP that it isn't a perimeter warning system and theyve agreed to cover it...

I'm glad this is getting repaired, Hogwild. If there's anything else I can do to help, you know how to reach me.

Crystal

 

[justhebeanz]

Hello Crystal

I have gone to the dealer and they said they have never seen this message and that I probably need the camera replaced. They said it would cost probably $700.00 I was in shock and left as fast as I could. I have only had this vehicle for under a year. It now has just over 36000 miles on it.

 

[peterk9]

Hello Crystal

I have gone to the dealer and they said they have never seen this message and that I probably need the camera replaced. They said it would cost probably $700.00 I was in shock and left as fast as I could. I have only had this vehicle for under a year. It now has just over 36000 miles on it.

On Fordparts.com the camera is listed at $150.97. One of our site vendors, Levittown Ford Super Center shows it at $87.25. In a previous post in this thread, a member posted that he replaced it himself and I think it was about a 30 minute job. In some cases the dealer will still have to set up the programming to match your vehicle. I think this was mainly for those that have the 'Active Guidelines'. Hope this helps.

Peter

 

[FordService]

Hello Crystal

I have gone to the dealer and they said they have never seen this message and that I probably need the camera replaced. They said it would cost probably $700.00 I was in shock and left as fast as I could. I have only had this vehicle for under a year. It now has just over 36000 miles on it.

Thanks for the quick reply, justhebeanz. If you'd like to proceed with having the camera replaced at your dealer, I'll get this escalated to your regional customer service manager so they can help. Send over your info in a private message (PM) and I'll do the rest. Please include your full name, best daytime phone number, VIN, current mileage, and servicing dealership.

Crystal

 

[tinner]

Hello Crystal

I have gone to the dealer and they said they have never seen this message and that I probably need the camera replaced. They said it would cost probably $700.00 I was in shock and left as fast as I could. I have only had this vehicle for under a year. It now has just over 36000 miles on it.

Hmm, there's a reason that Ford dealerships are rated 5th to 7th on customer satisfaction depending on which magazine you read. Good luck.

 

[justhebeanz]

Thanks for the quick reply, justhebeanz. If you'd like to proceed with having the camera replaced at your dealer, I'll get this escalated to your regional customer service manager so they can help. Send over your info in a private message (PM) and I'll do the rest. Please include your full name, best daytime phone number, VIN, current mileage, and servicing dealership.

Crystal

I will PM you the information. Thanks

 

[FordService]

I will PM you the information. Thanks

Sounds good, justhebeanz; I'll keep an eye out for your message.

Crystal

 

[dvsexfordowner]

Camera repair service atrocious

After taking my 2011 explorer in twice to Brighton Ford and being told it was working for them or they couldn't get it to fail. I'm not surprised to see on this form that Ford knows there is a problem and their just trying to ignore it. I have since taken it to another dealer who told me they couldn't find a problem and replacing parts without knowing what's wrong would be expensive.
Just wondering if any one had issues with air bag warning lights. Dealership went in and cleaned the contacts on the connectors. Fixed the problem but they call it corrosion so they could deny the warranty? I have 2 Fords and a Mercury and they will be my last!

 

[peterk9]

Welcome to the Forum dvsexfordowner.:wavey:
There is a member who has replaced the camera himself. Apparently not a big job. I think the camera is around $150 (see post 190). On the DIY see post; http://www.explorerforum.com/forums/showpost.php?p=3368452&postcount=138
You will still likely have to visit the dealer to have them set up the software to match the vehicle system. It would help the members if you added the model of your Explorer to your profile so it show in the margin when you post. Not all models are the same. I would think that if you have the Active Park Assist that the software setup is required.

As for the airbag light, there is a whole thread on that issue;
http://www.explorerforum.com/forums/showthread.php?t=349429&highlight=airbag+warning

Peter

 

[Oscar064R]

Hello. I wish I would have stumbled across this forum earlier but...

My wife's 2013 at 36,600 mi just started having the backup camera issue many others have had. Works about 50% of the time and other times I get the black screen with "...contact dealership". So we took it in this morning and were told we needed a new camera at a cost of $400.

Decided not to do it now ($100 diag. fee thank you very much).

Is this a common failure with other Ford/Sync products? Any TSB?

 

[peterk9]

Hello. I wish I would have stumbled across this forum earlier but...

My wife's 2013 at 36,600 mi just started having the backup camera issue many others have had. Works about 50% of the time and other times I get the black screen with "...contact dealership". So we took it in this morning and were told we needed a new camera at a cost of $400.

Decided not to do it now ($100 diag. fee thank you very much).

Is this a common failure with other Ford/Sync products? Any TSB?

Welcome to the Forum. :wavey:
There is no TSB on this issue. It started slowly with some of the 2011 models and seems to creeping up the model year line. I wouldn't classify it as a common failure but it does seem to be one of several failures that owners are experiencing.
Seeing as you are only 600 miles over the warranty, I suggest contacting Tricia (FordService) a Ford rep that monitors this forum. You can use this link;
http://www.explorerforum.com/forums/private.php?do=newpm&u=157968
When you PM, be sure to include your full name, best daytime phone number, VIN, mileage, and servicing dealership in your message.
Good luck.

Peter

 

[Oscar064R]

Welcome to the Forum. :wavey:
There is no TSB on this issue. It started slowly with some of the 2011 models and seems to creeping up the model year line. I wouldn't classify it as a common failure but it does seem to be one of several failures that owners are experiencing.
Seeing as you are only 600 miles over the warranty, I suggest contacting Tricia (FordService) a Ford rep that monitors this forum. You can use this link;
http://www.explorerforum.com/forums/private.php?do=newpm&u=157968
When you PM, be sure to include your full name, best daytime phone number, VIN, mileage, and servicing dealership in your message.
Good luck.

Peter

Peter,

Thanks for the welcome and the link to FordService. I appreciate the help and will see what they may be able to do for me.

 

[Oscar064R]

Welcome to the Forum. :wavey:
There is no TSB on this issue. It started slowly with some of the 2011 models and seems to creeping up the model year line. I wouldn't classify it as a common failure but it does seem to be one of several failures that owners are experiencing.
Seeing as you are only 600 miles over the warranty, I suggest contacting Tricia (FordService) a Ford rep that monitors this forum. You can use this link;
http://www.explorerforum.com/forums/private.php?do=newpm&u=157968
When you PM, be sure to include your full name, best daytime phone number, VIN, mileage, and servicing dealership in your message.
Good luck.

Peter

Peter,

Thanks for the welcome and the link to FordService. I appreciate the help and will see what they may be able to do for me.