CUSTOMER CARE DISGUSTS ME!

[DavidStruff]

My MFT update flash drive came in the mail but it won't work. It gives me error messages telling me that the installation cannot continue. I called Tech Support and they had me do a Master Reset among other things and then had me try again but it still didn't work.

 

They told me I would have to get it done at the dealer. But my dealer has only one person who knows anything about SYNC so every time I bring it in it takes three days for them to do anything.

 

They connected me to Customer Care because I told them I shouldn't have to pay over a hundred dollars for a rental for the same problem I've had since I bought my Edge seven months ago. The Customer Care woman told me they wouldn't give me a free loaner car. I explained to her that in the first month alone I had my Edge it was in the shop three different times to fix MFT and each time was at least three days of paying for a rental at $35/day plus taxes and that I shouldn't have to pay for that again. She took my info and said she'd call back.

 

She called back about 10 minutes later (making it a point that she called back within the 10-15 minute promise that she made to me). She told me that since the MFT update is supposed to only take an hour, they won't give me a loaner car. I reiterated that the dealer only has one person to work on SYNC systems and that every time I've brought it into the shop in the past always took three days so I have no reason to believe that it would only take an hour, especially since it can't be done by flash drive. She then suggested that maybe I received a bad flash drive but I told her that I got this same error message when I tried the downloadable version from syncmyride. She then blamed my hardware and I pointed out that if it is my actual USB slots (which I know is not the case because I play music on two different USB sticks), it will certainly take more than one hour to fix/replace the hardware and then apply the upgrade but she disagreed and remained firm.

 

I am completely disgusted by this company. It is well-known that the system has been flawed since day one. I have already spent more money and more time than I should have to try to get it fixed and they won't let me use a car for free?!? Even if it does only take an hour like she swears it will, why not put your money where your mouth is?!? But no. All she did was tell me how sorry she was. But I have heard enough of that for the past seven months and I am tired of it. I just want this thing fixed.

 

This is my first non GM car ever and my first non Chevy in 12 years and I am regretting this move. Chevy's customer care was excellent to me. They gave me a loaner the one time in 12 years that I had to have warranty service done and they even gave me loaners when I got there late in the day for oil change and inspection stickers and they knew they wouldn't have me done before closing. Not to mention the fact that my Trailblazers cost less but had more features than my Edge.

[JOEHIO]

Just a suggestion, but why don't you try a different dealership, might get better results.

[akirby]

I'd almost guarantee that Chevy loaner came from the dealer. You have a bad Ford dealer and as Joe suggested you need to find another one that can accommodate you. Hard to blame Ford for not wanting to pay for a rental for what could and should be a one hour fix.

 

Try disconnecting the negative battery cable and try the upgrade again just to be safe.

[Davom97]

Wow, that is awful. If you decide to call another dealer, ask to speak with the Service Drive Manager and tell him your experience with the other dealer. I bet you won't get a few sentences into your story before he asks you when you could bring it in. That position lives and dies on how happy customers are with a service department. They are awarded on the collective ratings of the service advisors under them.

 

Peace,

 

DM

[wlepse]

If you decide to call another dealer, ask to speak with the Service Drive Manager and tell him your experience with the other dealer. I bet you won't get a few sentences into your story before he asks you when you could bring it in. That position lives and dies on how happy customers are with a service department. They are awarded on the collective ratings of the service advisors under them.

Good info...I requested a service through Ford's site last week and it indicated I would be contacted within a day to confirm. Four days later and no call, so I too may be looking for another source of service.

[ladybird4]

My MFT update flash drive came in the mail but it won't work. It gives me error messages telling me that the installation cannot continue. I called Tech Support and they had me do a Master Reset among other things and then had me try again but it still didn't work.

 

They told me I would have to get it done at the dealer. But my dealer has only one person who knows anything about SYNC so every time I bring it in it takes three days for them to do anything.

 

They connected me to Customer Care because I told them I shouldn't have to pay over a hundred dollars for a rental for the same problem I've had since I bought my Edge seven months ago. The Customer Care woman told me they wouldn't give me a free loaner car. I explained to her that in the first month alone I had my Edge it was in the shop three different times to fix MFT and each time was at least three days of paying for a rental at $35/day plus taxes and that I shouldn't have to pay for that again. She took my info and said she'd call back.

 

She called back about 10 minutes later (making it a point that she called back within the 10-15 minute promise that she made to me). She told me that since the MFT update is supposed to only take an hour, they won't give me a loaner car. I reiterated that the dealer only has one person to work on SYNC systems and that every time I've brought it into the shop in the past always took three days so I have no reason to believe that it would only take an hour, especially since it can't be done by flash drive. She then suggested that maybe I received a bad flash drive but I told her that I got this same error message when I tried the downloadable version from syncmyride. She then blamed my hardware and I pointed out that if it is my actual USB slots (which I know is not the case because I play music on two different USB sticks), it will certainly take more than one hour to fix/replace the hardware and then apply the upgrade but she disagreed and remained firm.

 

I am completely disgusted by this company. It is well-known that the system has been flawed since day one. I have already spent more money and more time than I should have to try to get it fixed and they won't let me use a car for free?!? Even if it does only take an hour like she swears it will, why not put your money where your mouth is?!? But no. All she did was tell me how sorry she was. But I have heard enough of that for the past seven months and I am tired of it. I just want this thing fixed.

 

This is my first non GM car ever and my first non Chevy in 12 years and I am regretting this move. Chevy's customer care was excellent to me. They gave me a loaner the one time in 12 years that I had to have warranty service done and they even gave me loaners when I got there late in the day for oil change and inspection stickers and they knew they wouldn't have me done before closing. Not to mention the fact that my Trailblazers cost less but had more features than my Edge.

 

 

 

 

This is a copy of the letter that was sent to dealers. Why dont you take a copy of this in with you.

The full 7 page letter is on the Ford FMC site. Let me know if you need more help.

 

PERFORMANCE UPGRADE TIME REQUIREMENTS

The MyFord Touch/MyLincoln Touch PERFORMANCE UPGRADE process for FSA’s 11A02 and 11A03 may take up to one hour to complete using the USB Flash drive or longer using IDS. The 11A01 reprogramming procedure with IDS requires use of a computer, a battery charger, and the regular attention of the servicing technician throughout the download process. The 11A02 and 11A03 reprogramming procedure with the USB flash drive can be performed by a non-technical individual anywhere the vehicle can be safely left running. The vehicle must be running, and in park with the parking brake engaged in order to initiate the installation process. The vehicle may be driven once the PERFORMANCE UPGRADE has begun although some functionality may be limited/unavailable during the installation process, such as phone/media player usage, rear view camera, & climate control via the touch screen (conventional climate control buttons on the instrument panel will remain working).

 

Once the PERFORMANCE UPGRADE is complete, an “Installation Complete” message may appear accompanied by an “OK” button. Upon completion of the PERFORMANCE UPGRADE, customers should report successful installation via SYNCMYRide.com as indicated in their installation instructions or contact the In-Vehicle Technology Team at 800.392.4040. Time requirements and labor operations for Dealer installed Performance Upgrades using either the USB flash drive or the Dealer’s IDS tool are outlined in the FSA# 11A01,11A02 and 11A03.

 

RENTAL VEHICLES

Customers are eligible for one (1) day of rental coverage while having the upgrade performed. Dealers may claim one (1) Transportation Assistance Program (TAP) day using program code TAP5 for Ford rental vehicles and TAP6 for Lincoln vehicles. These claims will be funded by Ford and will not affect your existing TAP budget or utilization. Specific claiming details are contained within the FSA

 

TIMING

A small supply of USB flash drives for PERFORMANCE UPDATES, an initial seed stock of SD cards, and updated system literature shipments are scheduled to arrive at dealers on March 5, 2012. The shipment is mailed to the attention of Service Manager. Customer notification letters will be mailed starting the week of March 5, 2012. FSA VIN lists will be posted to the FSA VIN List page of FMCDealer.com on March 5, 2012 and be updated with customer contact information approximately thirty days (30) from the date of the last customer mailing.

Edited April 1, 2012 by ladybird4

[FordGuru]

i truly hate that you've had a bad experience! i've been with ford for MANY years and i personally believe that you have dealt with the worst side of ford.

 

if you'll allow me the opportunity, i'm almost 100% positive that i can help you get your car fixed and do it in your driveway without taking if back to the dealer.

 

what i'd like you to do is call me tomorrow (Sunday) sometime after 12. my number is 606-524-6809. let me show you that most all of us that work for Ford TRULY want to help and want you to be happy with your car. NO! i'm not paid to do things like this, and no i don't get anything special from it. I'm just a die hard ford guy. I'm also a SYNC specialist at my dealership, i'm a service advisor, and in the process of becoming a service manager. Oh, i'm also an edge owner.

To date, i've done over 500 MyTouch updates, so yeah, i know the system well.

 

 

i implore you though, call me tomorrow! i'll get your car updated and running for you

 

 

 

Rob