Truck won't start and radio dead. New Ranger 2021 Lariat 4x4 501a package.

[RBTremor]

Dear d fresh,
You don't know me nor do you have any idea what my "people skills" are. In fact the dealer gm and I have a very good relationship. The service manager has been as helpful as possible. The gm is coaching me on steps for lemon law in MA. I have indeed approached the threshold. I have made no threats. FoMoCo delivered a defective vehicle. This is is in no way the fault of the dealership. And I'm reasonably certain that most people in this country would expect a $40,000 machine to perform correctly when delivered. Perhaps you're in Russia and love Lada's. I expected to encounter some fanbois in this forum. But my offer stands. I'm happy to sell you this truck at exactly what I paid for it. Good day to you.

Good Luck with that Ford Claim....I dont know what basis MA has on Lemon Law,, I know CA is pretty lacks on it and maybe the East Coast is as easy as the West?? My Dad worked 45 years at Ford, Customer Relations, Parts and Service Division and in no reality are they going to replace your vehicle or even think about it for one event. Sorry, but hope the dealer gets it worked out for you.

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[chrshale]

Good Luck with that Ford Claim....I dont know what basis MA has on Lemon Law,, I know CA is pretty lacks on it and maybe the East Coast is as easy as the West?? My Dad worked 45 years at Ford, Customer Relations, Parts and Service Division and in no reality are they going to replace your vehicle or even think about it for one event. Sorry, but hope the dealer gets it worked out for you.

Thanks. I'm not expecting them to approve it this go round on the basis of two events. This is their second try and they've had it for more than a week. I'm also hoping my open claim will allow the dealer to get the attention of Ford Engineering.

 

[Porpoise Hork]

Thanks. I'm not expecting them to approve it this go round on the basis of two events. This is their second try and they've had it for more than a week. I'm also hoping my open claim will allow the dealer to get the attention of Ford Engineering.

One thing you can do especially if they are able to identify the issue but the part(s) to fix it are on national back order is express the frustration to the Ford Customer Care rep. Mine is in for a leak and it took multiple trips to several dealerships as well as another Ranger coming in with a near identical leak for them to find it in mine. Ordered the parts and come to find out a week later when the rear window was set to arrive that it is on back order and Ford has no clue when it'll be available. Keep in mind they have had my truck for nearly 2.5 months with no idea when Ford will make the parts available. So I expressed my frustration to the Ford Customer Care rep about no parts being available to the dealer to fix it yet they damn sure can have them to build new ones. Meanwhile I'm still paying on the truck and there's no hint of when Ford will get the parts to the dealership. The care rep suggested that because it's been so long, and with the ongoing shortages that she'll get authorization to supplement me two months worth of car notes in a pre-loaded Visa gift card and have it out to me within 7 business days. I contribute her willingness to do that largely to my remaining polite, civil and non-argumentative with her during the entire ordeal. So if it looks like it may take some time to get it repaired this is an option you can explore to help offset it being in the shop for an extended period of time. I don't doubt that if Ford starts seeing a crap ton of these customer satisfaction payouts they will get their vendors in line and get the needed parts to the dealerships much more quickly.

 

[chrshale]

One thing you can do especially if they are able to identify the issue but the part(s) to fix it are on national back order is express the frustration to the Ford Customer Care rep. Mine is in for a leak and it took multiple trips to several dealerships as well as another Ranger coming in with a near identical leak for them to find it in mine. Ordered the parts and come to find out a week later when the rear window was set to arrive that it is on back order and Ford has no clue when it'll be available. Keep in mind they have had my truck for nearly 2.5 months with no idea when Ford will make the parts available. So I expressed my frustration to the Ford Customer Care rep about no parts being available to the dealer to fix it yet they damn sure can have them to build new ones. Meanwhile I'm still paying on the truck and there's no hint of when Ford will get the parts to the dealership. The care rep suggested that because it's been so long, and with the ongoing shortages that she'll get authorization to supplement me two months worth of car notes in a pre-loaded Visa gift card and have it out to me within 7 business days. I contribute her willingness to do that largely to my remaining polite, civil and non-argumentative with her during the entire ordeal. So if it looks like it may take some time to get it repaired this is an option you can explore to help offset it being in the shop for an extended period of time. I don't doubt that if Ford starts seeing a crap ton of these customer satisfaction payouts they will get their vendors in line and get the needed parts to the dealerships much more quickly.

Had another chat with the gm today. With regard to the non-start issue, all they've done is check for error codes. One of the techs goes out and starts it a few times a day. That's it. They're waiting for Ford engineering to get back to them.

 

[Porpoise Hork]

I'm guessing they have been able to at least replicate the complaint. Otherwise they would not be keeping the truck. Typically what the dealerships do on a case like yours is submit everything to the dealership phone support engineers. They review everything and will provide direction on what to do next and that will either be the solution or not. This process usually takes 1-3 business days each time they put in an update if the previous suggestion from the phone support fails to resolve the issue. If the phone support engineers are unable to resolve it and the issue is still present it then can be escalated to the field service engineer. (Dealerships usually call the phone support and field eng. the same thing even though they are completely separate) The FSE may take a couple weeks to review all the notes on the case and then come out if needed to provide assistance with the shop foreman to fix the problem. Meanwhile you're there waiting to hear back that they identified the problem and what it will take to fix it.

 

[chrshale]

I'm guessing they have been able to at least replicate the complaint. Otherwise they would not be keeping the truck. Typically what the dealerships do on a case like yours is submit everything to the dealership phone support engineers. They review everything and will provide direction on what to do next and that will either be the solution or not. This process usually takes 1-3 business days each time they put in an update if the previous suggestion from the phone support fails to resolve the issue. If the phone support engineers are unable to resolve it and the issue is still present it then can be escalated to the field service engineer. (Dealerships usually call the phone support and field eng. the same thing even though they are completely separate) The FSE may take a couple weeks to review all the notes on the case and then come out if needed to provide assistance with the shop foreman to fix the problem. Meanwhile you're there waiting to hear back that they identified the problem and what it will take to fix it.

I appreciate that information. The truck wouldn't start twice last Wednesday. After the first time, I drove it to the dealer and reported the issue, along with the fact that the Sirius wasn't working. They reflashed the radio and said they couldn't reproduce the non-start issue and gave me my repair invoice. I drove it for 4 miles, got out, returned, and the radio was dead and the truck wouldn't start. After 10 minutes of trying, it started and I drove it right back. They've had it since then but have not been able to reproduce the non-start. There are probably a number of elements in play. I think the gm is dealing in good faith and wants feedback from the Ford phone engineers. He hasn't gotten any. My case has already been filed so there is an active case in their system. MA has a fairly clear lemon law that allows either 3 attempts or 15 days out of service, whichever is reached first. Then they get one final 7 day attempt. They're on their second. I don't know if this is on the dealer's mind though since a repurchase by Ford is no skin off his nose. He's actually happy I filed the case since it should get Ford engineering's attention at some point. I just want either my truck, or one just like it, back. C'est la vie.

 

[janitorjim]

I appreciate that information. The truck wouldn't start twice last Wednesday. After the first time, I drove it to the dealer and reported the issue, along with the fact that the Sirius wasn't working. They reflashed the radio and said they couldn't reproduce the non-start issue and gave me my repair invoice. I drove it for 4 miles, got out, returned, and the radio was dead and the truck wouldn't start. After 10 minutes of trying, it started and I drove it right back. They've had it since then but have not been able to reproduce the non-start. There are probably a number of elements in play. I think the gm is dealing in good faith and wants feedback from the Ford phone engineers. He hasn't gotten any. My case has already been filed so there is an active case in their system. MA has a fairly clear lemon law that allows either 3 attempts or 15 days out of service, whichever is reached first. Then they get one final 7 day attempt. They're on their second. I don't know if this is on the dealer's mind though since a repurchase by Ford is no skin off his nose. He's actually happy I filed the case since it should get Ford engineering's attention at some point. I just want either my truck, or one just like it, back. C'est la vie.

could be that the whatever electrical issue is going on it might need to heat up first before the problem occurs. Doubt they would do this but maybe suggest the GM, service manger take the truck home and back to work for the next few days.

Does the dealer have to actually reproduce the problem before it counts as an attempt in MA?

 

[chrshale]

could be that the whatever electrical issue is going on it might need to heat up first before the problem occurs. Doubt they would do this but maybe suggest the GM, service manger take the truck home and back to work for the next few days.

Does the dealer have to actually reproduce the problem before it counts as an attempt in MA?

They've been having techs drive it home. I think I want that to stop. I don't believe they have to reproduce it. The MA law is fairly consumer friendly. MA says:
The lemon law covers vehicle nonconformities. A nonconformity is defined as any
specific or generic defect or malfunction, or any concurrent combination of defects or
malfunctions, that substantially impairs the use, market value or safety of the motor
vehicle.

Then it says:
If a motor vehicle does not conform to any applicable express or implied warranty, and
the consumer reports the nonconformity to the manufacturer, its agent or an authorized
dealer during the term of protection, then the manufacturer, its agent or authorized
dealer must make the necessary repairs to conform the vehicle to the warranty.

Your point about it perhaps being heat related is a good one. The dealer is aware of that. But I also showed the gm this thread... https://www.ranger5g.com/forum/threads/2020-ranger-lariat-no-start-fixed.8392/

This is a known issue.

 

[BBTremor]

https://www.ranger5g.com/forum/threads/2020-ranger-lariat-no-start-fixed.8392/

 

[chrshale]

https://www.ranger5g.com/forum/threads/2020-ranger-lariat-no-start-fixed.8392/

Yes. Saw that and showed it to the gm. He can't do that without Ford Engineering say so because it's not protocol. Thanks.

 

[taangrisnir]

FoMoCo purists are cancer. Imagine having consumer loyalty in current year.

 

[Porpoise Hork]

I appreciate that information. The truck wouldn't start twice last Wednesday. After the first time, I drove it to the dealer and reported the issue, along with the fact that the Sirius wasn't working. They reflashed the radio and said they couldn't reproduce the non-start issue and gave me my repair invoice. I drove it for 4 miles, got out, returned, and the radio was dead and the truck wouldn't start. After 10 minutes of trying, it started and I drove it right back. They've had it since then but have not been able to reproduce the non-start. There are probably a number of elements in play. I think the gm is dealing in good faith and wants feedback from the Ford phone engineers. He hasn't gotten any. My case has already been filed so there is an active case in their system. MA has a fairly clear lemon law that allows either 3 attempts or 15 days out of service, whichever is reached first. Then they get one final 7 day attempt. They're on their second. I don't know if this is on the dealer's mind though since a repurchase by Ford is no skin off his nose. He's actually happy I filed the case since it should get Ford engineering's attention at some point. I just want either my truck, or one just like it, back. C'est la vie.

Since it appears that you're able to reproduce it fairly consistently and quickly compared to the service techs, if you haven't done so already request to have one of them go for a ride with you around town with multiple vehicle start/stops. That way they can actually see it happen. Once they observe the no start condition they can then contact their support line with the observed stat failure behavior. Since it's likely been reported by other dealerships with a resolution as shown by @jmonti007 the support engineers shouldn't have to do much diagnostic research and approve replacing the PCM if that's what's happening with yours.

Another thing the service manager can do is check the Ford resource support site for similar issues matching yours that have been reported by other dealerships. I can't remember what it's called exactly but the service director (been at Ford dealerships for 25 years) handling my truck's leak issue was telling me about it when they were trying to identify the fix for one of the leaks. It's similar to a forum site from her description of it. It's a resource site where Ford service departments can not only search for problems and fixes reported by other dealerships. If it's been reported in there they should be able to take that to Ford to get the authorization to replace the suspected faulty part(s).

 

[Jason B]

The No Start and XM Radio is one thing. But what about the brake issue with the pedal going to the floor? Has that been addressed by Ford?

 

[chrshale]

The No Start and XM Radio is one thing. But what about the brake issue with the pedal going to the floor? Has that been addressed by Ford?

Not yet.

 

[chrshale]

Since it appears that you're able to reproduce it fairly consistently and quickly compared to the service techs, if you haven't done so already request to have one of them go for a ride with you around town with multiple vehicle start/stops. That way they can actually see it happen. Once they observe the no start condition they can then contact their support line with the observed stat failure behavior. Since it's likely been reported by other dealerships with a resolution as shown by @jmonti007 the support engineers shouldn't have to do much diagnostic research and approve replacing the PCM if that's what's happening with yours.

Another thing the service manager can do is check the Ford resource support site for similar issues matching yours that have been reported by other dealerships. I can't remember what it's called exactly but the service director (been at Ford dealerships for 25 years) handling my truck's leak issue was telling me about it when they were trying to identify the fix for one of the leaks. It's similar to a forum site from her description of it. It's a resource site where Ford service departments can not only search for problems and fixes reported by other dealerships. If it's been reported in there they should be able to take that to Ford to get the authorization to replace the suspected faulty part(s).

Good advice.

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