Hi all,

I don't want to get too much into the details of my situation, but the long and short of it is that my dealer had to replace the APIM and Audio Control Module in my 2021 F150 after my windshield leaked. They say they can't program the new modules ("it almost finished programming and then boots us out of the system") and need to reach out to Ford tech hotline for a recommendation. I've been in touch with Ford CS and dealer daily, and dealer seems unable to get in touch with the hotline.

The Ford CS is rep is ostensibly helping the dealer figure out how to contact the tech hotline and make sure they're submitting the right information to the hotline. They say they're limited in how much they can hold the dealer's hand with this. It's been about 10 days since dealer tried to contact the hotline and they say they haven't gotten a response. I've been told "we'll have an update in 24 hours" every day since this process started and no progress has been made. I'm also being given contradictory information from both sources and can't make sense of what's going on on both if their ends.

Does anyone have suggestions about how to handle this situation? It feels like no one know what they're doing and I don't know if there's any recourse I have as a customer. I've been calling the dealer daily for updates and to try to push things along but it doesn't seem to be making any difference. It's fine with me to lay off and wait for dealer to figure it out but my sense is that this situation and my truck being repaired isn't going to happen on its own.

Thank you very much.

 

how high up the food chain have you gone at the dealer?

 

From the "service advisor" (who's completely incompetent) to the service manager, who seems slightly more competent but consistently gives me false information and seems like he's slacking off. Should I go higher? It seems crazy to me that I have to chase them down to repair my truck.

 

I would try to talk with the GM if possible. I agree it is not right that you have to chase them down

 

Thanks, will do. It's not like me to be so pushy but all the incompetence, false promises and refusing to provide updates seems reason enough.

 

Been there done that, I know the feeling

 

Hello! Send us a private message with your VIN and the name and location of your local Ford dealer.
I’d be happy to see what I can do to assist. Thanks!