Dealer diagnostic fee while under warranty? (Sync issues)

[dcg]

My 2019 XLT has been having intermittent issues with Sync - sometimes it doesn't turn on, sometimes certain controls don't work. I've seen a few fixes on the site that I'll try, so my question is more about my dealer experience.

I have a Ford ESP, and I informed the dealer at last oil change that I was having these issues and that I had a video of the problem. They informed me that they would need to run a diagnostic, and if they didn't find issues, I'd be charged for the diagnostic. Yes, even though I reiterated that I have video I can show them demonstrating the issue.

Is this a typical experience? Or just time for me to check out another dealership for service?

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[Superspirit]

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[Frenchy]

With Ford ESP you may have what's known as a deductible. This will apply if they find an issue and you agree to proceed with the repairs. Dont agree or can't duplicate the problem and you may be paying a diagnosis charge for the techs time.

This would be different if it was still under the Factory Bumper to Bumper warranty. That said you need to understand how the extended warranty works

 

[harringtondav]

Ford's ESP charges a flat deductible. I have one but don't remember if its $100 or $200. This covers all or part of a diag fee.

 

[RangerBill]

My 2019 XLT has been having intermittent issues with Sync - sometimes it doesn't turn on, sometimes certain controls don't work. I've seen a few fixes on the site that I'll try, so my question is more about my dealer experience.

I have a Ford ESP, and I informed the dealer at last oil change that I was having these issues and that I had a video of the problem. They informed me that they would need to run a diagnostic, and if they didn't find issues, I'd be charged for the diagnostic. Yes, even though I reiterated that I have video I can show them demonstrating the issue.

Is this a typical experience? Or just time for me to check out another dealership for service?

Check your Sync version. If it is not SYNC3 3.4.23188, then update to that version. It is the latest and most stable version.

 

[Joeiconic]

Electronics often glitch without an issue requiring a repair, so I can see why they wouldn’t rely on a customers video as a diagnostic tool.

 

[Motorpsychology]

Sad to say, your video is just entertainment. The have to follow their Diagnostic/Repair methodology order to get reimbursed for the warranty work.
Try to observe what else is going on around you when it does act up.

• Is it humid/ raining /extremely hot or cold when it acts up?,
• Did it ever get wet or spilled on?
• Does it seem to do it more when the truck has been sitting for a long time?
• Do you have the original battery or one that is 4-5 years old? Fading batteries can cause random electronic problems

There is a reset method that may help. I left the sunroof open in the rain on a 2015 Flex that I used to have and it played havoc with the APIM, same symptoms you are having. Google "APIM reset" or some such search term and there should be videos; that's how I did mine. I was able to restore everything but the CD Eject button.

 

[dcg]

Electronics often glitch without an issue requiring a repair, so I can see why they wouldn’t rely on a customers video as a diagnostic tool.

I don't expect them to rely on it for diagnostics, my issue was more related to the fact that it was suggested that if they don't find anything, there's a fee. Well, I have evidence that the issue exists, regardless of whether they're able to duplicate it. Feels like an easy out for them to say they can't duplicate, that'll be $100+. I obviously have no issues paying warranty deductible to cover any repairs.

Sad to say, your video is just entertainment. The have to follow their Diagnostic/Repair methodology order to get reimbursed for the warranty work.
Try to observe what else is going on around you when it does act up.

• Is it humid/ raining /extremely hot or cold when it acts up?,
• Did it ever get wet or spilled on?
• Does it seem to do it more when the truck has been sitting for a long time?
• Do you have the original battery or one that is 4-5 years old? Fading batteries can cause random electronic problems

There is a reset method that may help. I left the sunroof open in the rain on a 2015 Flex that I used to have and it played havoc with the APIM, same symptoms you are having. Google "APIM reset" or some such search term and there should be videos; that's how I did mine. I was able to restore everything but the CD Eject button.

Thanks, I looked and definitely have an old version. Looks like I need to download to a USB drive as the over the air updates are painfully slow.

Never been wet inside, but is on the original battery and my auto start no longer functions (some may consider this a feature , but I never minded it). So could be a combo of outdated software version and older battery.

 

[Grandaccess]

the other day about 30 seconds after starting the truck the screen went black but was still playing music, I turned it on and off a few times sooner or later around noon it just came back hasnt done it since....

 

[dcg]

^ I've had that experience several times. Maybe it's just an unstable software version that I'm on. My goal was to get any underlying issues resolved while I'm under warranty, but I'll get on the latest version and see if that does the trick..

 

[Motorpsychology]

the other day about 30 seconds after starting the truck the screen went black but was still playing music, I turned it on and off a few times sooner or later around noon it just came back hasnt done it since....

If it does this, turn the radio off from its on/ offbutton. Turn off the vehicle. Exit the vehicle and lock it. Unlock, start it and turn the radio back on and it should be ok. It resets when you lock/unlock with the radio off

 

[RedlandRanger]

I don't expect them to rely on it for diagnostics, my issue was more related to the fact that it was suggested that if they don't find anything, there's a fee. Well, I have evidence that the issue exists, regardless of whether they're able to duplicate it. Feels like an easy out for them to say they can't duplicate, that'll be $100+. I obviously have no issues paying warranty deductible to cover any repairs.



Thanks, I looked and definitely have an old version. Looks like I need to download to a USB drive as the over the air updates are painfully slow.

Never been wet inside, but is on the original battery and my auto start no longer functions (some may consider this a feature , but I never minded it). So could be a combo of outdated software version and older battery.

A weak battery can cause all sorts of weirdness with modern electronics. Given you are 6 years on the original battery and ASS doesn't work any longer, I'd replace the battery first and see if it resolves the SYNC issue - also do the update to the current version. Between those two things I bet the issue goes away.

 

[Tom_C]

My sync system sometimes loses it's mind. USB ports stop working, or music keeps playing but the play list stops updating on the screen, and maybe some other stuff. I usually have to shut the truck off and walk away with my fob. When I come back it will work again.

 

[Dereku]

Cyanlabs update, all problems solved

 

[RAYJAY]

Ford's ESP charges a flat deductible. I have one but don't remember if its $100 or $200. This covers all or part of a diag fee.

i have esp also with 0 ded it epends with what you pick

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