EddyBoston

On 12/19/2021 at 1:12 PM, eostrike said:

So Ford's support are useless. I spent over 3 hours yesterday on the phone trying to get my new 4G card to be recognized by Ford pass. Calling the Ford pass support they found that in their system my vehicle is still showing that it has a 3G card. So they transfer me to the sync department. On two of my phone calls I was hung up on as they kept telling me I am using the wrong app and need to use "My Ford Mobile". When I told them they are wrong and read them the message from MFM and the instructions from Ford they dropped the call and I would need to start all over. Yesterday was very frustrating. 

 

Now Ford pass support says that the dealer installed it wrong and that I need to go back there. Not sure how the dealer installed it wrong when my car shows the new modem serial number, MFM app says I am on 4G and to use Ford pass where Ford pass still thinks I am on 3G, something is not synchronized. I kept trying to get them to work on getting my car to show up as 4G on Ford pass but no one seems to be trained in doing this. I was hoping we could verify the modem serial number (ESN) but they say they do not see that information. 

 

I have been instructed to go back to the dealer to get this resolved. The dealer stated that there is nothing that they need to do, they said it is pretty much plug and play. They will get back to me sometime Monday regarding this but first thing Monday morning I will be back on the phone trying to get this resolved. They are making this more difficult than I believe it should be. 

 

The people from Ford pass are nice to work with but not trained in this particular issue. The people from Ford sync are not good in my opinion as when they do not know how to resolve something they just disconnect the call. I also believe they are from a call center outside the United States. No accountability there!

 

If you run into a similar situation do not let them tell you that you need to be using MFM app as it is for 3G modems and not 4G modems. I attached a screenshot just incase you get some untrained person telling you that Ford pass is the incorrect app for your car after upgrading to 4G.

 

So far I am $350.00 out of pocket for something that does not work. I know it will get resolved but me spending 4 hours at the dealer getting it installed, then more than 3 hours calling over and over again to support and getting no where, the need to do this again on Monday and possible drive more than 20 miles back to the dealer to sit there for hours is all time wasted for something that should have worked right from the start. 

 

I hope everyone else's upgrades go smoother than mine but once I find out what the issue is/was I will update it here.

 

 

 

 

I have my car in today for the upgrade. I will definitely do my best to make sure Ford Pass works before I leave the service department.... thanks for the heads up!!!   

On 11/19/2021 at 10:56 AM, cr08 said:

For those with VINs covered under this program, you will be required to pay for the parts cost, but labor and installation will be covered. Currently it's been noted that the parts cost is to be expected around $310 or so. This will likely vary by dealer and location.

I just setup an appointment for this program on my 2018 Fusion Energi. The parts cost I was given for the 4G modem upgrade was $427 (free labor). That is a lot higher than the $310 listed above. This is in Watertown MA. I am curious what others are being quoted?