My Ford Customer story:
- 24+ year Ford customer
- 20+ years with same salesperson
- Paid every loan in full as agreed
- Have purchased or leased 11-12 Ford vehicles in a row
- With one exception, have always turned in leased vehicles under mileage limit
- Case # 1460713161
I have been a Ford customer for more than 24 years — meaning I’ve basically been making a payment to Ford Credit for the majority of my adult life. I have owned/leased more Ford vehicles that I can remember, but if I had to guess I’d say it was around 10 to 12: one Ranger, eight or so F-150s, one Explorer Sport Track, etc. Generally, I’ve been a Ford truck owner and pretty satisfied with my experience. That is up until the last few years. (See customer service outline.)
In November 2010, I leased a 2011 Ford Edge. Not the vehicle I wanted, but since it would appear that Ford manipulates the residual value of its vehicles based on profit margin and inventory forecasts vs. vehicle lease-end value, I was left with few options. Add to that the fact that for the first time in my adult life, Ford failed to have new year F-150s available in November.
I have been working with the same salesperson for almost as long as I have been a Ford customer. I wasn’t happy that not only was a truck unavailable but that my second choice, the Flex, wasn’t available either due to a much lower residual lease-end value. Because I’m the textbook example of a technophile, my salesperson consoled me and insisted I would absolutely LOVE all the high-tech features of Sync and MyFord Touch in the 2011 Edge. With the repeated hype and no other reasonable option, I agreed to lease the Edge. In all honesty, I only agreed to lease the Edge vs. a less expensive vehicle or other brand altogether because of the Sync/MyFord Touch system.
Within the first two weeks, I had to take my 2011 Edge in due to a malfunctioning Sync system. Little did I know it would be the first of eight times I would have to take the vehicle in to service the very same Sync defects. Each time I took the vehicle in to Redlands Ford in Redlands, California. I asked for a loaner car and each time they responded with a NO.
Eight days without my brand-new car, lost work and, with gas prices high, a reasonable amount spent on fuel driving back and forth to the dealer. That says nothing for the times a shuttle was unavailable and I had to arrange for somebody to drop off and pick me up.
Here are the most common Sync/MyFord Touch issues:
Noteworthy Non Sync issues:
- Screen goes black and won’t come back on
- Back-up camera goes black without warning while backing up
- Sync system restarts without warning while driving
- Sync system freezes up completely even after the vehicle is turned off
- Says phone connected, yet voice says no phone connected when asking to dial number
- Displays phone is connected, yet after repeated efforts it will not respond to ANY voice command
- Music randomly starts playing while using the phone
- Randomly jumps from audio source to audio source
- Keeps disconnecting USB iPod
- Will not recognize multiple brand-new USB jump drives
- Never really got to enjoy my six months of satellite radio as Sync said I had no subscription — forcing me to call Sirius multiple times to try and sort that out
- Wiper handle just randomly broke off
- Sunroof sticks and sporadically refuses to work and is often slow to open or close
I have been told by Ford that these are not safety issues and therefore not subject to California lemon law. If any of you have been told the same, you will find that information to be absolutely false.
During the multiple attempts to resolve the defective Sync/MyFord Touch system issues, I have been told the following:
Brief outline of Ford customer service experience:
- It’s my imagination and there is nothing wrong with the Sync/ MyFord Touch sytem in my vehicle
- Ford is working on a fix and an update will be ready soon
- Need to reset the system at least once a week
- It was an issue with my iPhone (I bought a new iPhone and the Sync system remains defective. Surprise.)
- It will never work properly with an iPhone since it’s a Microsoft operating system
- Never use Bluetooth to listen to music from the iPhone
- Need to allow 20 minutes once the vehicle is in use before Sync functions will work
- The next update will absolutely resolve all issues if you bring your vehicle in just one more time
It would seem that Ford Motor Company and Ford Motor Credit have cut corners to become what I would describe as VERY non customer-service- oriented. Over the years, I’ve had phone numbers and/or email addresses to contact Ford or Ford Motor Credit in the event of an issue. That has all changed now with phone numbers and email addresses regularly changing in order to keep customers from contacting a real person or person with any ability to actually help. In its place now is a computerized phone system that sends you into a frustrating and useless series of prompts that lead nowhere. Without an extension, you wind up being connected back to the first directory of “Press 1” etc.
I have called Ford Motor Company Corporate on several occasions, asked for information and was told there is nothing they could do. When asked for info or somebody who could help, I was told there is nobody.
After emailing Ford as directed on several occasions, I received emails that directed me to “keep working closely with my Ford dealer.”After “working closely with my Ford dealer,” the issues remain unresolved and the Sync/MyFord Touch system is still defective. When directed by my salesperson to contact the service manager and ask for an engineer to look at my vehicle, my calls were never returned.
Now, after 12 months — yes, a full year — of trying to get somebody at Ford to help, I received a phone call from a Ford customer service agent wanting to discuss the Sync/MyFord Touch issues on my 2011 Ford Explorer. Really, my Explorer? I confirmed my name, address and the fact that I have never owned a Ford Explorer … and she continued.
After 12 months of effort, I was completely blown away at how screwed up Ford customer service truly is. I was finally able to convince her that I had a 2011 Ford Edge. Obviously embarrassed, she said she would have somebody call me who handled customer service for the Ford Edge and Sync/MyFord Touch issues.
Much to my surprise, a few days later I actually received a call from Mark. He confirmed my information and encouraged me to take my vehicle in for a ninth time for a more current update. He also mentioned that Ford would be sending out an OS upgrade for the Sync/MyFord Touch in the first half of 2012.
After a frustrating conversation explaining that I had already provided Ford ample opportunity to fix my car, he offered me compensation equal to one month’s lease payment. I told him he would need to do better after all they had put me through already. I suggested he take the car back as I could not afford to lose any additional income, wasted time, fuel costs, etc., much less continue to make payments on a defective and unsafe vehicle. He then advised me that I should take the offer as it was the best Ford would ever do. He also implied that if I took any Lemon Law or legal action that Ford would make my life miserable.
Now, after 14 months I continue to make payments on a defective Ford vehicle. I am currently trying to decide if I want to just drop the vehicle off at the dealership, take the hit to my credit and sue or pursue legal action based on California Lemon Law. I will share my experiences here once I do decide.
In the meantime, my hope is that this website will help the thousands of other Ford customers who are suffering with Ford Motor Company’s defective products and abusive customer service practices.
I have forwarded a link for this website to various media outlets. I encourage others to do the same in hope of getting Ford to do right by its customers and effectively address its defective products.
Life is too short to deal with a company that abuses its customers. Especially when it comes to a supposedly valued customer of 24+ years and a $36,000 product.
Just picked my vehicle up after Ford asked me to bring in for one more update v2.11
Sadly, on my way home I noticed the screen brightness was lower by 30% or so. Checked the SYNC screen brightness control as well as the brightness control next to my headlight control and both were maxed at the highest setting. That is in addition to many of the same unresolved defects. Have to wonder whats next?
I have engaged a law firm that is actively pursuing my case. I have been informed that Ford legal stated that I should go after Microsoft not Ford. Seems a little bizzare since I bought the vehicle from Ford Motor Company.
Received my "jump drive" update from Ford and installed it 4 days ago. The simplified format is nice but my system is still glitchy. Head lamps oddly delayed and screen flicker sporadically. Have to wonder if this isn't an electrical defect with my 2011 Edge? Have said it was hardware all along but??? Back to the dealer.
I was recently contatced by another defective Sync/ MyFordTouch Ford vehicle owner who filed a complaint with the BBB in Florida. They entered non-binding arbitration (very binding of Fords side). He was awarded a new vehicle! Ford must replace his defective vehicle with a new one that includes an updated compter system and software.
As of 7/26/12 My Sync/MyFord Touch issues are ongoing (even with the most current update) and I need to take my Edge back in again. It’s just such a pain being without the vehicle for an entire day when it never gets fixed.
My advice to all those who contacted me would be the following: File a complaint with the Better Business Bureau (but don't expect any action from them). My impression is that they are heavily influenced by the companies that they’re supposed to protect us from as those companies have to pay to be accredited. But filing through them is pretty much required in order to move forward in the legal arena. www.bbb.org
I’d also suggest you keep taking your car back to the dealer as often as you can and keep all of the paperwork associated with your attempts to repair. I have discovered that dealerships do little more than Ford’s biding through misinformation (false) and try to blame us for the problems. It is still very important to show your repeated attempts to repair. Be extremely tenacious with Ford regarding your individual issues. Take videos of the issues if at all possible and keep a diary about how and when the issues occur.
If you are on Facebook or other social media, I would keep posting SyncSucks.com along with your issues on all Ford and individual vehicle profiles. It seems to freak them out quite a bit even though they normally delete it fairly quickly. The website gets traffic as a result (from Ford corporate, too) and that in itself warns others and supports our struggle to get Ford to address their customers defective products.
I have engaged an attorney and filed a lawsuit here in Los Angeles. I am demanding they take back my vehicle and reimburse me for all payments/money paid.
Thanks for all your emails.
More updates coming soon.