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Guest Message by DevFuse

Get you C-MAX Energi Registered in the official Ford Authorized Registry. More here.


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Modem Replacement 15N04

modem

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18 replies to this topic

#1 OFFLINE   cmwv

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Posted 22 June 2017 - 04:31 PM

I've tried twice to get the modem replaced on my C-max. First dealer failed to provide promised loaner car, so I left. Second dealer said they couldn't order replacement without first testing current modem. What scared me is that the second dealer said they have to take the rear end of the car apart to reach the modem, a process that would take half a day. Is this correct? Seems like the modem would be in an accessible location. Since I don't use My Ford Mobile, I am beginning to think it may not be worth the risk of messing something else up. Does anyone know the modem location and the process of getting the old one out and new one in?









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#2 OFFLINE   rbort

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Posted 23 June 2017 - 07:12 AM

Its behind the panel behind the left back door.  I saw the guy working on mine, he sort of popped the trim open and reached in through there.  Got it out an got it replaced, though I don't think he put all the screws back as its hard to work through there.  I heard some screw fall when I pushed the panel all the way back in as he didn't pop in back into place 100%.

 

-=>Raja.



#3 OFFLINE   Viper001

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Posted 06 December 2017 - 10:39 AM

I have a story to report on getting my modem replaced under this recall. We just bought the car about 3 weeks ago and I knew going in it needed this and the door latch recalls done. Scheduled a service visit with a Ford dealership that I have heard good reports about. We dropped the car off and when we returned to get it the service advisor was going through the 4 items we requested to be done, and he gets to the modem one and says "Oh yea, we didn't do this because we spoke with Ford and they said they will only replace the modem if we are having a problem..". I kind of look blankly at the guy and asked him why he didn't call me then because he had my cell number, but in any case we were certainly having a problem because AT&T turned off all the 2G cell service in the area back in January so we have not even been able to connect to the car once to get it registered. "Oh" he says. So we schedule a return visit, somewhat miffed. My wife goes to pick up the car from that second visit and calls me to say they didn't replace the modem that time either, "They tried to update the existing modem and it wouldn't take...". Because, you know, you can do a software update on a piece of hardware and it will magically become a different piece of hardware. :-(

 

Third visit they finally replaced it and all is working fine. I understand the dealers are instructed to push back on doing this update and I'm getting that Ford is miffed about paying for all this but if you issue a recall you should be honoring that by doing the work.

 

Other than that debacle we are loving the car. it's a used 2014 with about 20k miles. In almost 4 weeks of ownership we still have almost half a tank of gas in it that the dealer put in there for us, we are pushing 70 or 80 MPG at this point.



#4 OFFLINE   Levi Smith

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Posted 07 December 2017 - 06:35 AM

I'm not sure how much of it is Ford itself pushing back as it is just stupid dealers.  My experiences have led me to believe that good dealers with good techs are exceedingly rare.


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#5 OFFLINE   cr08

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Posted 07 December 2017 - 07:01 AM

Yeah, I'm also with the stupid dealers bit. My local dealer is EV Certified (granted not sure how much that matters on these things) and all my recalls including the door latch and modem recalls were done with zero issues, in and out once they had the parts in stock and the modem worked right away and has been since then without needing any followups. And they ended up replacing my APIM under the 12M02 warranty extension with no hassle and didn't even have to bring up the warranty. Just picked up my car once done and 12M02 was marked on the paperwork. Has probably been the best dealership experience I've had so far.



#6 OFFLINE   komondor

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Posted 07 December 2017 - 07:12 AM

All the Dealer BS really points out why Tesla is selling cars direct.



#7 OFFLINE   coair73x

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Posted 14 December 2017 - 08:56 AM

I just bough a 2016 C-Max Energi car fax shows this  

 

10/07/2016 Ford Motor Company Manufacturer Customer Satisfaction Program

issued

Program #15N04 EMBEDDED MODEM

REPLACEMENT

Locate an authorized Ford or Lincoln Mercury

dealer or call 866-436-7332 to obtain more

information

 

So I will bring it back to a closer dealer to see what they say.  I did a master reset and I not able to connect with MFM. I was told by tech help to bring it to a dealer and unfortunately there might be s service charge. I bought the car yesterday and signed an agreement saying car had no open recalls. 

 

‚ÄčI also have another 2016 bought new off lot that sat there over a year. I am not sure if it was replaced in it or not. MFM works decent. 

 

I was also thinking before I do all this maybe do the Sync 3 software upgrade? Or Should I wait? I am on 1.0


Edited by coair73x, 14 December 2017 - 09:05 AM.


#8 OFFLINE   ShoulderThingThatGoesUP

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Posted 15 December 2017 - 04:34 AM

If MFM works on the thing, it has the 3G modem. Your dealer should absolutely not charge any money for the replacement and if they do, you should report them to Ford corporate. You should definitely schedule this because I don't think most of them keep new modems in stock.



#9 OFFLINE   coair73x

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Posted 15 December 2017 - 01:57 PM

Yes I found out the car does need it. Dealer number one was unfamiliar with it and of course wanted me to make an appointment. I asked about having parts in and they said they have no way of looking. I walked out. I will check with the dealer I bought it at. I know I will need a loaner and was told that I could only get one at the dealer I bought the car from.

#10 OFFLINE   coair73x

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Posted 15 December 2017 - 06:19 PM

Update: called dealer I bought the car from and they got right on it. They are ordering it and will call me when they have it in. I don't think this dealer has loaner cars but I will ask. Most likely will just drop it off and get a ride back home. It needs tint they thru in with the deal also.

#11 OFFLINE   coair73x

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Posted 29 January 2018 - 08:02 PM

Modem replaced and now MFM works!


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#12 OFFLINE   levente

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Posted 06 October 2018 - 01:48 PM

I went to a dealership today to take care of the modem replacement. Next available appointment will be in 3 weeks. Oh well, I can wait, is what it is...

What felt more weird is that the service department insisted on doing an inspection to figure out if the modem is 'faulty', because 'this is how they do it'. I then talked with one of the supervisors who eventually agreed that it's not up to them to decide if the modem needs
to be replaced or not. But again, he told me that they can't order the part in advance. So, I will drive there in 3 weeks, have them figure out what part they exactly need to order, and then come back a couple days later to actually replace the modem. I was wondering if this is normal. I thought that this field service report specifies what part is needed so I just don't get why they're making me drive there twice? My feeling was that they knew nothing about the issue even though they claim to be 'EV certified' so they must be familiar with the C-Max. After reading online reviews of Ford dealerships in my area, I'm not even trying to talk with the others. Any thoughts on this?

#13 OFFLINE   stolenmoment

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Posted 09 October 2018 - 04:54 AM

I've seen here and elsewhere that the Ford procedures for replacing things under warranty are often nonsensical like this.  I suppose they think that they're preventing fraud somehow.



#14 OFFLINE   jzchen

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Posted 09 October 2018 - 04:27 PM

It took us four different dealership visits, along with going through different diagnostic steps at home with tech support, and months, then a few weeks wait while we had a loaner for them to replace it on ours....

#15 OFFLINE   2015C-MaxxEnergi

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Posted 12 October 2018 - 09:50 AM

I guess I was lucky. I ran my vin and found it was an open recall. Called my local Dealer (Drum Hill Ford in Lowell MA). They ordered the part and called when it was in and I waited for 1.5 hours and it was done. 



#16 OFFLINE   levente

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Posted 12 October 2018 - 02:28 PM

Thanks for the responses. I talked to the dealership again. We're still sticking to my original appointment on Oct 29. But at least I was promised to have the modem replaced as soon as the new part arrives (hopefully within 2-3 days). Fingers crossed since I am leaving town for a few weeks that weekend. Looks like there's a big variation in terms of hassle and speed at different dealerships.



#17 OFFLINE   ShoulderThingThatGoesUP

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Posted 15 October 2018 - 03:48 AM

I guess I was lucky. I ran my vin and found it was an open recall. Called my local Dealer (Drum Hill Ford in Lowell MA). They ordered the part and called when it was in and I waited for 1.5 hours and it was done. 

 

This was my experience too, just gave them a call about the recall and gave them my VIN.

 

I am hoping the charge cord recall is even simpler as handing me a new cord and taking my old one should be a 5-minute conversation at the parts counter.



#18 OFFLINE   cr08

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Posted 15 October 2018 - 08:04 AM

This was my experience too, just gave them a call about the recall and gave them my VIN.

 

I am hoping the charge cord recall is even simpler as handing me a new cord and taking my old one should be a 5-minute conversation at the parts counter.

This is my hope as well. I thought I had read somewhere when the recall was first announced that it would be a whole ordeal involving a full service visit. If I can just do the same thing and call in with my VIN, 'reserve' a new charge cord, and then walk in to the parts counter or even just the service desk with the old one and swap and go I'll be happy.



#19 OFFLINE   jzchen

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Posted 16 October 2018 - 08:44 AM

Ours broke down a long long time ago, (but took almost 1 year if I recall correctly before I decided to continue the effort), and Ford decided to repair it.  I'm glad to read from your experiences that they are now accepting there is an issue and repairing it post haste!

 

I still miss the C-MAX.  It has a lot of connectivity features that make the '18 Clarity Touring with Nav that we currently have pale by comparison....











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