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 Post subject: Re: Car will not start
PostPosted: Wed Mar 28, 2018 9:44 am 
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Joined: Tue Aug 16, 2011 11:40 am
Posts: 809
Location: Toledo, Ohio
For not much more than $15K (after tax credit) you can get a new '17 with greater range and a full warranty!

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 Post subject: Re: Car will not start
PostPosted: Fri Mar 30, 2018 6:56 am 
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Joined: Mon Aug 04, 2014 1:10 pm
Posts: 52
Location: Boston
Seriously how can a replacement TCM cost that much?? I suppose if they have to grab a 2018 TCM from the assembly line and do a bunch of circuit board swaps, reprogramming etc. so it'll be compatible with your 2013, that would take a technician some time. But wow, $15k.

I called Ford customer service. Same as with you, I got a call back from a different CSR than my assigned rep. Maybe they do that deliberately to gauge just how pissed off this customer is, before passing off to their boss? :)

They told me no field service reps have visited my dealer yet. My assigned rep is supposed to call me Monday. Presumably we'll discuss exactly when someone will get out there to look at my car, and reimbursements for gas or car payments. I also want to confirm I won't be on the hook for any of the dealer's incurred expenses.

Last night I was stopped at a light, gazing longingly at my town's 2014 FFE parked at one of the town's free chargers. It's exactly like my car, same color. I fantasize asking them to swap it for my rental car, "just for a few weeks, pleeeease?" They hardly ever drive it anywhere, meanwhile I'm burning all this gas commuting.

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 Post subject: Re: Car will not start
PostPosted: Fri Mar 30, 2018 10:02 am 
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Joined: Tue Sep 12, 2017 8:18 am
Posts: 259
Location: Long Island NY
tinilk wrote:
Seriously how can a replacement TCM cost that much?? I suppose if they have to grab a 2018 TCM from the assembly line and do a bunch of circuit board swaps, reprogramming etc. so it'll be compatible with your 2013, that would take a technician some time. But wow, $15k.

I called Ford customer service. Same as with you, I got a call back from a different CSR than my assigned rep. Maybe they do that deliberately to gauge just how pissed off this customer is, before passing off to their boss? :)

They told me no field service reps have visited my dealer yet. My assigned rep is supposed to call me Monday. Presumably we'll discuss exactly when someone will get out there to look at my car, and reimbursements for gas or car payments. I also want to confirm I won't be on the hook for any of the dealer's incurred expenses.

Last night I was stopped at a light, gazing longingly at my town's 2014 FFE parked at one of the town's free chargers. It's exactly like my car, same color. I fantasize asking them to swap it for my rental car, "just for a few weeks, pleeeease?" They hardly ever drive it anywhere, meanwhile I'm burning all this gas commuting.


So, who's your rep? Mines Auna, ext 77798. If you dial the number and enter the extensions 7779x with x being any number 1-9 you will get the desk of all the different CSMs for the various parts of the U.S.. Dont worry, none of them actually answer the phone, you get their machine. I think they operate on a call back only system. You leave a message and they will call you back.....as soon as you go in the shower or run up to the store, etc. Its like waiting for the cable guy. LOL. Wait, you probably didnt get Auna as she was on vaca from wednesday til monday. She left the extension 77794 for me to call in case I needed something. I forgot her name. She doesnt answer her phone either so it might as well be nobody. As far as an update on my car, the guy at the dealer said that ford has denied the TCM replacement for now and has given them some other things to check out instead. Yay, more weeks of bullshit, I think they should just donate the car to the local FD to practice Jaws of life training on. Then they can burn it when theyre done.

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 Post subject: Re: Car will not start
PostPosted: Fri Mar 30, 2018 10:45 am 
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Joined: Mon Aug 04, 2014 1:10 pm
Posts: 52
Location: Boston
Mine's Danielle, x77734. (Which doesn't fit the 7779x scheme, whoa there must be a lot more CSMs than we thought! None of whom answer their phones.)

So now, you have to figure out a non-condescending way to ask Auna: "They confirmed the problem is in the TCM. Ford has declined to replace the TCM. Sooo what's the next step? Logically speaking, randomly replacing other modules that aren't the problem is probably not going to help...?"

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 Post subject: Re: Car will not start
PostPosted: Fri Mar 30, 2018 9:14 pm 
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Joined: Tue Sep 12, 2017 8:18 am
Posts: 259
Location: Long Island NY
tinilk wrote:
Mine's Danielle, x77734. (Which doesn't fit the 7779x scheme, whoa there must be a lot more CSMs than we thought! None of whom answer their phones.)

So now, you have to figure out a non-condescending way to ask Auna: "They confirmed the problem is in the TCM. Ford has declined to replace the TCM. Sooo what's the next step? Logically speaking, randomly replacing other modules that aren't the problem is probably not going to help...?"


So I came home from work tonight and had a callback on my machine. The time was 5 minutes after I went to work. Figures. But she left a message. She said that the dealer wants to replace the electric motor but ford wants them to test a bunch of other stuff first. I guess if they replaced the motor and it wasnt the problem, heads would role. So, basically more waiting. What else is new. 11 weeks! Way to go Ford.

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 Post subject: Re: Car will not start
PostPosted: Thu Apr 05, 2018 9:20 am 
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Joined: Tue Sep 12, 2017 8:18 am
Posts: 259
Location: Long Island NY
So yesterday I was supposed to find out if ford was approving the motor replacement. There was a conference call scheduled between the ford field tech and the dealer techs. Ford tech never called the dealer. Ford CSM told me shes off tomorrow and to have a nice weekend. The weeks just keep piling on no matter what.

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 Post subject: Re: Car will not start
PostPosted: Tue Apr 10, 2018 7:27 am 
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Joined: Tue Sep 12, 2017 8:18 am
Posts: 259
Location: Long Island NY
So, an actual update. The owner of the dealership called me. I know him, hes not a stranger. LOL. He said that the conference call between him and all the service guys and the field rep and the Ford dearborn rep happened this morning. They do not want to replace the motor at this time. They said that since there had been no wrench light since the SOBDM was replaced that possibly the car was fixed. Even though they made the dealer techs do a ton of diagnostics afterward and told them the readings were bad news, now they are saying maybe its ok. The tech is going to drive the car back and forth to work for a week to see if he can get it to malfunction. They will be driving it with the ids tool attached to the obd connector to catch whatever happens. I did not think you could do that with the ffe without making the car act crazy. I know that Allstate does not give the option of putting one of those safe driver dongles in the car. I assumed it was because of that. Long story short, if the car is ok for a week I get it back, "fixed". Im waiting for my phone to tell me theres a problem with the car. So, we wait.

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 Post subject: Re: Car will not start
PostPosted: Tue Apr 10, 2018 7:29 am 
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Joined: Mon Aug 04, 2014 1:10 pm
Posts: 52
Location: Boston
I got a call from Ford. (Again, not from my assigned CSM, who has yet to call me, she's been out sick.)

A field service rep went to the dealer and looked at my car. His recommendation was to replace the HV battery. They submitted the claim and are waiting for the OK from Ford.

I really wasn't expecting this. I thought they'd end up replacing the contactors or another computer module somewhere. I guess the "massive short" that they initially diagnosed must have done actual damage to one of the cells in the battery.

So has anyone who had their pack replaced said on here how long it took, from submitting the claim 'til getting their car back?

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 Post subject: Re: Car will not start
PostPosted: Tue Apr 10, 2018 7:43 am 
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Joined: Tue Sep 12, 2017 8:18 am
Posts: 259
Location: Long Island NY
You get a new battery! Some guys have all the luck. :lol: Yeah, my assigned csm has been fairly useless. All they do is call the dealer, get the same info that you get when you call them, and recite it back to you. But all in a very happy smiley way. Oh, and they constantly take days off or are sick. What a racket.

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 Post subject: Re: Car will not start
PostPosted: Tue Apr 10, 2018 8:29 am 
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Joined: Mon Aug 04, 2014 1:10 pm
Posts: 52
Location: Boston
Hope your car actually IS fixed and you get it back in a week! And that they reimburse you for gas & payments.

I'm trying not to get too excited in case they deny the claim, like they did with your motor. My not-CSM said to expect another update call on Friday. Fingers crossed.

I bought this car planning to keep it at least 8-10 years. After going through all this I'm more than a little worried about this happening again after the drivetrain warranty expires. My choices would be A) spend the few months that it's in the shop saving up several thousand dollars to get my car back, B) start researching all about TDCs and SOBDMs, and fly to California to scour junkyards for FFE parts, or C) scrap it and put all the EV parts on ebay for other poor SSN sufferers out there who chose option B, with the caveat "used, not tested, may not work".

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