Sorry, more info.
Car battery (12V) dies; car won't start or respond in any way. Take it in to the dealer. Problem is identified in TSB 16-0157. Dealer says it is only a software upgrade, involves no hardware, but that the software has brought 3 hardware devices, including a keypad that the user can never see, out of sync. I ask why the software would work for 37 months and then stop working, and the dealer said it was because the normal set of updates rendered the original software outdated, and that since the car was now out of warranty I had to pay for the software upgrades. My concern is this: Automatic updates are installed through the modem, those render the system programming inoperable and kill the battery, and they want me to pay for the software upgrades.
I totally get that if a part wears out and the warranty is gone I need to pay for it. I do *not* get why I'm on the hook if Ford installs software updates that break their operating system. Were it hardware, this would be the scenario: Ford comes into my garage and installs a new part without telling me. The new part breaks the old parts, and now they want me to pay for the old parts.
And, the dealer could never explain why some software installations and updates were automatic and through the the modem (that is, the updates that broke the underlying system), and some couldn't be done that way and required that I pay for them.
Most disturbingly, the dealer strongly took the position that this was just going to keep happening -- software would keeping becoming obsolete and failing (rendering the car inoperable), and I'd have to keep paying for updates. So, basically, the worse their software was the more profit they would make at my expense.
I'm mostly just asking if anyone else has had work done with TSB 16-0157 and whether my dealer is saying the right thing.
The dealer told me to call Ford, I did, and Ford told me to call the dealer.
Any insight appreciated!
SoCalOwner if you could let me know what dealership you went to please let me know.
Here is my insight. It is a ripoff. You can feel smart though getting out at $180. Theodore Robbins in Costa Mesa held my car hostage for the same TSB 16 - 0157. Software update for modules and they checked the trunk and front door panel wiring. That is all they did and charged me $600. I will probably go back to the GM next week if I can get some lower quotes. I may anyways after the unprofessional manner in which the service counter behaved start to finish.
My helpful service counter guy didn't tell the mechanic that there was a door latch recall. I ask him why he didn't let the mechanic know and he told me the recall wasn't on his information screen - not true. Everytime I have gone in the recalls show up on the screens.
So he calls the mechanic on my vehicle and the mechanic tells the counter guy he has several latches.
Oh well says the counter guy, " I couldn't have done it till Monday."
I ask him to itemize the labor because there is no hourly breakdown. Counter guy shrugs,"You probably should just read it yourself." Then the guy turns to harass a co-worker about his choice of lunch.
I wanted to lose it.
I tell the guy that he is not just going to read it to me but explain each labor item (there is not line item list for labor nor a total hours on the invoice) so I can understand the problem, labor, and costing of the labor, including the problems resolution. This is the same guy who told me it might be an alternator issue so I wasn't expecting much. After about two minute of inept disclosure. I had him call up the mechanic.
Mechanic is sharp and shows me what has been done and almost chokes when I tell him the flash was $600. He also tells me that the service rep should have seen the recall on his screen and that it would have been quick since he had to pull the door panels to check the wiring on the front doors (also on the hatch). The TSB is a reprogram update and a wiring check for drains on the 12v. Turns out the harnesses on the doors and hatch aren't insulated to go the distance and rub through after a few years of repeated contact with a few sheet metal angles in the door and under the rood near the hatch. $600!!!! No wonder they didn't disclose the labor time. Ford designs something that wears through and causes a drain in four years of use and needs reprogramming to correct battery drain issues and then a Ford dealership can charge me $600 for the insult. The service representative also let my wife and young'n' malinger in their waiting area for a couple hours before letting them know that battery was good and they would be needing the car for another 24 hours. Yep she brought it in at 8 in the morning and made it home car less at almost 12 and we live a couple miles away. I didn't get the car until today at 1:30 pm.
I wish it had been a simple battery replacement which I had brought it in for. Turns out the battery was fine. I went around the corner to the local dealership for what I thought was a dead battery and ended up forking out $600 for labor that wasn't even itemized. No parts were used whatsoever on the wiring harnesses, not even electrical tape.
I cannot vent enough in this forum to express my irritation and disappointment with the dealer. I really want this car to go the distance but am losing faith in an electrical system that costs so much with no DIY option.
I like the CMAX styling and handling far better than the new spaceship Prius. However, the new Prius Prime has a bigger battery and better MPG overall. It would be a giant financial hit to dump Chunk, but Ford just made me hate.
Is this the paradigm approach customer to service in taking a profit maximizing scheme when an owner is without other options?
Edited by altabrig, 14 May 2017 - 04:48 AM.