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Customer satisfaction program - 25B02
- Thread starter 3rdExplorer1stST
- Start date
Not sure about the job 2 25's. I have a job 1 25 and received the notification on the FordPass app for the 25B02 update. I made my appointment and was told I needed the 24P36 gear shift module update too. I know I had scheduled that one OTA and received a confirmation that is was applied. Either way... Both updates took only about 45 minutes. I was excited about that one since they originally told me they needed about 2 hours for just the PCM update.
Just called the dealership and they will have somebody come out to my house for this update next Friday. Seemed like they didn't know about the mobile service till I mentioned it. They were going to have me come into the dealership and when I asked about the mobile service she transferred me to somebody who knew about this update then mobile service was offered. It would be nice to have people who respond to service appointments know how to field these calls.
I called the dealer this morning after the Pass app wouldn't let me schedule the update for some reason. The service manager I spoke to (like 'Doom Crew above) didn't know anything about this CSP and asked if I was having any problems with the vehicle. I confirmed that I wasn't, but since Ford sent me a letter in the mail advising me to have the software updated that I was trying to be proactive and avoid having to get towed. They aren't sending anyone 52 miles to come to my house either.
I got the notification and the alert in my FordPass app for my 2025 ST, but the dealership says that Ford will not cover the labor unless your vehicle is displaying the overheating alert, which sends the vehicle into limp home mode. I thought this would be dangerous on the interstate, but apparently Ford doesn't think so.
When I went to the dealer for my appointment to perform this CSP to supposedly do a software update I ended up waiting 2 hours. The service advisor told me that my vehicle ended up NOT needing the update after all and sent me on my way. First of all; why does Ford send out letters to owners directing us to contact our dealer to get this CSP done and implying that the vehicle could stop working if we don't do it? Second, why does this CSP keep showing up on my Pass app even though I've been to the dealer for it already? Third, why don't the dealer service departments seem to have any clue about this program and seem to only want to engage once you're stranded on the side of the road and need to get towed? And finally, if it didn't need any update why did it take them 2 hours to figure that out? Supposedly there's a recall that's supposed to be out already on this same issue but I haven't received any formal notification from Ford...yet.
Just want to give an update.
I went to another dealer after my experience with the first and they realized there were actually 3 "recalls". The ABS, Gear Shift, and PCM (all software).
I explained the I was concerned about safety before a ~3000 mile round trip and wanted to get the recalls out of the way before I left.
They came out and picked up the vehicle and returned it to me (the tech even shot a video detailing what they did and what they found with their multi-point inspection).
Needless to say the second dealer has won my business and the first dealer has sadly lost a customer for their service department at least. It's frustrating when a dealership like the first one is dismissive of safety concerns.
I went to another dealer after my experience with the first and they realized there were actually 3 "recalls". The ABS, Gear Shift, and PCM (all software).
I explained the I was concerned about safety before a ~3000 mile round trip and wanted to get the recalls out of the way before I left.
They came out and picked up the vehicle and returned it to me (the tech even shot a video detailing what they did and what they found with their multi-point inspection).
Needless to say the second dealer has won my business and the first dealer has sadly lost a customer for their service department at least. It's frustrating when a dealership like the first one is dismissive of safety concerns.
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Well, I can see why they did. My dealership has been around since 1963 and is the biggest in the area but their service department doesn't seem to know what they're doing. I've only dealt with them three times in 6 months of ownership and they haven't impressed me whatsoever. They have a huge staff of folks who mostly seem friendly enough but none of them seem to grasp the concept of not over promising and under delivering. I've had their staff promise to call me back about a question but nobody does. They like to send out text or emails asking about my satisfaction regarding my last visit but when I reply expressing a concern or dissatisfaction they never reply; why bother reaching out to me in the first place? Sure, they play a Christian music radio station at the dealership but that doesn't reflect how they operate. I'm tempted to go to one of the smaller Ford dealers in my rural area and see how their service department does, I doubt they could be worse.
Update: Went to get an oil change 3 weeks ago on a Friday and they said I had some updates that needed to be done. I told them you sent a mobile tech to my house to do the updates in my driveway. The service guy said these are different updates. After an hour the service guy said they will need to keep my car to finish the updates because they tech was having some issues and needed to figure out what he had to do. Remind you this was on a Friday. I asked what time can I pick it up Saturday.. he said well our techs don't work on the weekends so It would most likely be Monday. They gave me a loaner and was able to pick up my car Tuesday evening. When I picked it up the service guy said there are so many updates for these cars now .. we just don't have time to do them all.. some of these take hours and hours to update.. he also said if the wifi is spotty they could be in the middle of an update and they lose reception they would have to start over with the update. He said its a complete nightmare. From what I see it looks like they will pick and chose what updates are mandatory and they will put the others to the side.. which is a shame.
What's upsetting is the dealership that I originally called was the one I bought from and they always spoke a good line, even give customers vouchers for free lunch at their on-site restaurant when going in for an oil change.
The dealership that took the recalls seriously doesn't have the "perk" of the restaurant, but they seem to do a lot of fleet work and that has to be indicative of something.
In the future, I'll go to the dealership that actually wants to work on my vehicle and just eat at Arby's.
The dealership that took the recalls seriously doesn't have the "perk" of the restaurant, but they seem to do a lot of fleet work and that has to be indicative of something.
In the future, I'll go to the dealership that actually wants to work on my vehicle and just eat at Arby's.
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Here's an update on my experiences with this CSP. Today I brought my ST in for its first oil change and took it to a different dealer than the one I purchased it from. The service advisor noted on checking in that my VIN came up with the 25B02 CSP software update and a 'recall' update for the gear shift module, 24P36.
I explained to him that, (as I documented here previously) my original dealer reluctantly had me bring the car in for the 25B02 campaign and after two hours concluded the SUV didn't need it. The SA today said that since it's still showing up with my VIN that the vehicle indeed needs the update. Oddly though when I log into my Ford account it doesn't show the 24P36 'recall'. No matter, I'm taking it back next week to get done what should have been taken care of months ago. In addition, even though I live 45 minutes away this other dealership offered to come to my home and pick up the ST, and bring it back gratis if I wanted; something my selling dealer never volunteered. Guess these guys will be getting my service business going forward.
I explained to him that, (as I documented here previously) my original dealer reluctantly had me bring the car in for the 25B02 campaign and after two hours concluded the SUV didn't need it. The SA today said that since it's still showing up with my VIN that the vehicle indeed needs the update. Oddly though when I log into my Ford account it doesn't show the 24P36 'recall'. No matter, I'm taking it back next week to get done what should have been taken care of months ago. In addition, even though I live 45 minutes away this other dealership offered to come to my home and pick up the ST, and bring it back gratis if I wanted; something my selling dealer never volunteered. Guess these guys will be getting my service business going forward.
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