Rebecca (or whomever) are we ever going to get a real answer???

[vig1116]

Sorry if i am beating a dead horse here, but are we ever going to find out the REAL reason why some 2011 owners have to go to dealer for MFT upgrade??? Rebecca, if you see this can you please give us answers because every dealer is giving us different excuses and several stories why we need to or don't need to go there to install!!!! If you didn't read my posts from yesterday, after going to the dealer for a reflash because i updated myself, they didn't do anything because they said the IDS tool that they would hook up only checks for the fans working properly to avoid overheating while installing. Others have been told from their dealers they need to reflash the apim because if some issue or another in earlier 2011 builds. Please only respond if you have a definitive answer or to bump so IVT can see this so that we don't let this post get out of hand with all the non-true versions we have all heard from everyones dealers..... Thank you!!!! PS i understand why rebecca hasn't responded before cause FORD screwed up this whole release and she doesn't need to bear the brunt of our frustrations, but PLEASE just give us the REAL reason and then come back when things settle down!!!!

 

[blwnsmoke]

No offense but why is everyone posting so many MFT threads in the stock forum instead of the IVT forum??? This is getting rediculous with so many new threads in the wrong forum.

Rant over.

 

[vig1116]

basically, i look at it as the IVT forum is for technical IVT questions. I think the stock 2011 forum is basically the general forum. What exactly do you want to discuss in the stock forum if not general?

 

[Joe Dirt]

Nah, I can see the point. On the other subforums, you wouldn't post questions about your radio in the stock forum, it would go in the audio and navigation forum.

Also, I know that they are on a LOT of other forums (Cory and Rebecca's names come up a lot on other forums) They may not read all of the subforums, so the special forum may be the best place to get a view.

 

[w1kedz]

*bump*

 

[Blee1099]

You'll get different answers on the MFT update from different dealers and their service writers/managers. To be honest, when in doubt, ask the IVT team or post in their section of the forum.

and

Joe Dirt, your avatar does not conform.. Don't make me abuse my mod powers..

 

[peterk9]

Sorry if i am beating a dead horse here, but are we ever going to find out the REAL reason why some 2011 owners have to go to dealer for MFT upgrade??? Rebecca, if you see this can you please give us answers because every dealer is giving us different excuses and several stories why we need to or don't need to go there to install!!!! If you didn't read my posts from yesterday, after going to the dealer for a reflash because i updated myself, they didn't do anything because they said the IDS tool that they would hook up only checks for the fans working properly to avoid overheating while installing. Others have been told from their dealers they need to reflash the apim because if some issue or another in earlier 2011 builds. Please only respond if you have a definitive answer or to bump so IVT can see this so that we don't let this post get out of hand with all the non-true versions we have all heard from everyones dealers..... Thank you!!!! PS i understand why rebecca hasn't responded before cause FORD screwed up this whole release and she doesn't need to bear the brunt of our frustrations, but PLEASE just give us the REAL reason and then come back when things settle down!!!!

I don't know if I agree with the statement "Ford screwed up this whole release." The bulletin sent to the dealers is quite clear as to what is required to be done to which vehicles. A copy is posted in the thread, A faster, simpler, better myford touch is here - MFT Update. I think that Ford could have done a much better job of of communicationg with the owners. The fact that some members 'jumped the gun' and downloaded the software when they were directed to have dealer do it, doesn't make it Ford's responsibility if problems occur.
Dealers also had to be brought online and educated as to what was required for the different performance upgrades. It seems to me that because of our access here, some of us were going to the dealers just as they were getting the info from Ford. I hope that accounts for the different answers people were receiving regarding the upgrade.
When I contacted my dealer on March 13th they had just received the letter from Ford Canada about the upgrade. It stated that owners would be sent letters toward the latter part of March. I spoke to the service advisor again yesterday and he advised that they had received the cards and he would check to see that everything required would be available. I made an appointment for rhe 29th to get the upgrade and Winter wheels swapped.

Peter

 

[IZwack]

The fact that some members 'jumped the gun' and downloaded the software when they were directed to have dealer do it, doesn't make it Ford's responsibility if problems occur.

The software probably should not have been available online (officially or unofficially) if they didn't want Explorer owners to do a DIY approach.

 

[w1kedz]

I don't know if I agree with the statement "Ford screwed up this whole release." The bulletin sent to the dealers is quite clear

Only I showed the bulletin posted here to the dealer and he said that it wasn't the same bulletin as what they received. Ford did mess this up. The dealers have misinformation, and IVT telephone support gives out a different answer every time I call.

Ford said EVERY owner would be getting a USB (and SD for nav) in the mail. That the USB could be brought in if the customer would like the dealer to do the install.

Upon getting the message about having to take the vehicle into the dealer, if you called the dealer they mostly all said that we had to wait for the USB / SD to come in the mail, then they could do the update.

Even after the dealers got this bulletin, they got incorrect, or incomplete information about the reasoning why. None of the dealers seem to know what exactly is different, or why some are required to come in. I took mine in to have them reflash it, and they returned it to me saying the upgrade was already done, no service needed. Upon picking up the vehicle I showed them this bulletin and they were stunned.

 

[peterk9]

The software probably should not have been available online (officially or unofficially) if they didn't want Explorer owners to do a DIY approach.

I agree that it probably wasn't a good idea to provide a download, but then again it was there and only meant for certain owners. Others were instructed to go to the dealer but still downloaded it anyway.

Peter

 

[peterk9]

Only I showed the bulletin posted here to the dealer and he said that it wasn't the same bulletin as what they received. Ford did mess this up. The dealers have misinformation, and IVT telephone support gives out a different answer every time I call.

Ford said EVERY owner would be getting a USB (and SD for nav) in the mail. That the USB could be brought in if the customer would like the dealer to do the install.

Upon getting the message about having to take the vehicle into the dealer, if you called the dealer they mostly all said that we had to wait for the USB / SD to come in the mail, then they could do the update.

Even after the dealers got this bulletin, they got incorrect, or incomplete information about the reasoning why. None of the dealers seem to know what exactly is different, or why some are required to come in. I took mine in to have them reflash it, and they returned it to me saying the upgrade was already done, no service needed. Upon picking up the vehicle I showed them this bulletin and they were stunned.

I can't comment on the different bulletins since I haven't been to the dealer yet. Syncmyride advised me to go to the dealer with the printed form. Both IVT (by telephone) and Rebecca (email) told me that I would not be receiving anything in the mail.
I'll be sure to print out the dealer bulletin and take it with me as well.

Peter

 

[jrmexplorer]

I agree that it probably wasn't a good idea to provide a download, but then again it was there and only meant for certain owners. Others were instructed to go to the dealer but still downloaded it anyway.

Peter

+1

 

[w1kedz]

*bump*

 

[vig1116]

I understand that I jumped the gun so that I can get my problems taken care of with the new update, I'm not complaining about the issues I'm having now because of that. What I'm complaining about is why, when I went to the dealer yesterday they told me there's nothing for us to do because we would have just plugged our USB drive in and updated the same way you did. Then why does the bulletin say the process is completely different and HAS to be done at the dealer?? They already think I'm crazy when they reluctantly gave me an SD card and adamantly told me im wrong and i am getting a full package in the mail with USB and SD card, so if I was to argue and demand a full reflash I think they would have called PD and taken me to the psych ward!!!! And most certainly this is fords fault for not informing the customers and more importantly the dealers to the exact procedures and info about everything taking place. They should have trained every dealer the same way all over the country how to upgrade which vehicles which of the 3 different ways available to them!!!

 

[w1kedz]

I understand that I jumped the gun so that I can get my problems taken care of with the new update, I'm not complaining about the issues I'm having now because of that. What I'm complaining about is why, when I went to the dealer yesterday they told me there's nothing for us to do because we would have just plugged our USB drive in and updated the same way you did. Then why does the bulletin say the process is completely different and HAS to be done at the dealer?? They already think I'm crazy when they reluctantly gave me an SD card and adamantly told me im wrong and i am getting a full package in the mail with USB and SD card, so if I was to argue and demand a full reflash I think they would have called PD and taken me to the psych ward!!!! And most certainly this is fords fault for not informing the customers and more importantly the dealers to the exact procedures and info about everything taking place. They should have trained every dealer the same way all over the country how to upgrade which vehicles which of the 3 different ways available to them!!!

Mine also said the same thing, until I showed the service director the bulletin that was posted here, now they want my car back, and they want to contact Ford while they have it to find out exactly what is going on... I'm hoping for some resolution.

 

[vig1116]

Mine also said the same thing, until I showed the service director the bulletin that was posted here, now they want my car back, and they want to contact Ford while they have it to find out exactly what is going on... I'm hoping for some resolution.

I showed the tech part of the bulletin and his response was if you have an early build that has never been updated at the dealer they need to do it because they need to check the cooling fans..... This is why ford dropped the ball. It's in the training of their employees before the update was released.

 

[new to ford]

Sorry if i am beating a dead horse here, but are we ever going to find out the REAL reason why some 2011 owners have to go to dealer for MFT upgrade???

I don't think we will get a straight answer from FORD....
I have to take our vehicle into the dealership, I don't have NAV, mid-Feb 2011 build date; no it's not a "lease" or a "fleet" vehicle, so I don't want to hear that as a reason

 

[Joe Dirt]

The mere idea that a customer needs to take a copy of a Ford released memo to a dealer in order to for the dealer to know what to do with the vehicle illustrates just how ridiculously bad the communication between Ford and their dealers is, as well as the lack of education provided in order to effectively service them. Come on, Ford. Really?

 

[new to ford]

This question has been asked multiple times and seems to have fallen on deaf ears:

Hey everyone!

I see all of you have discovered the Performance Upgrade download is now available on SYNCMyRide.com for some users. Point of clarification: In regards to download availability, there is a small population of early-build 2011 Explorers that will need to have the upgrade performed at the dealership. Your current website experience may include a message advising you to contact your local authorized dealership to get the upgrade, but you can also call our In-Vehicle Technology team at 800-392-4040 for confirmation. As others have begun to report, I'm sure you'll enjoy the Performance Upgrade once you get it!

Rebecca

Rebecca, On Friday 03/09/12 the FORD explorer team on facebook reported that nobody had to go to the dealership, now it appears a "small population" has to go to the dealer. Can you confirm who has to go to the dealership? I have a mid-february 2011 build date, have MFT but no NAV. synmyride says I have to take it to the dealer. Does that mean I won't receive anything in the mail??? Should I call now the dealer?

good info right out of the ford explorer facebook page:

#
#
Ford Explorer: The information on SyncMyRide is beeing corrected. The language regarding dealer fees should already be gone. They are working on to remove the language on going to the dealer.
5 minutes ago
#
Ford Explorer: In any case, no one will have to go to the dealer to complete the upgrade - you will be able to update your system once the USB arrives. Craig
2 minutes ago

 

[falkirk18]

Well, should any of us really be surprised by Ford's inability to properly handle this situation???

I was told to go to dealer for my upgrade, b/c of the early build date of my 11EX. When I called dealer, they told me to just "come on in"! When I arrived, I was told they couldn't do the upgrade, and didn't have the parts needed (Nav card). Again, why should I have expected anything less???

So, I called the IVT team, and they mentioned that I didn't need to go to dealer (on my first call they instructed me to do so), so I've now lost faith in their ability to communicate the correct information.

I asked for my issues with the vehicle be escalated, and have yet to receive a return call from Ford (MFT is complete disaster, A-Pillar rattle, Rain noise, etc). That was over 10 days ago I placed that call, and still no response from Ford. I wonder if they have all their highly paid executive stuffing envelopes with memory sticks and SD cards for the "Performance Upgrade"?

This is my 8th Ford, and will be my last. I know I've said it before, but it's not that Ford has made mistakes with this vehicle, but it is their continued attitude of not taking responsibility for the failures and doing what is right for the customer. SHAME ON YOU FORD!!!!