Locutus

This is funny. I just got a Ford survey yesterday regarding my 2020 Ford Fusion Energi. Interesting timing. I definitely let them know what I think about this situation. In my case, I was leasing the 2020 Energi when I got the notice. The notice came at the exact same time as the lease ended. I was deciding whether to buy/lease a new car or pay the residual and keep the Energi due to the inflation on new cars. My dealer told me not to worry about the recall because according to his information we are 30 days away from a software fix. Well, of course I know now that was not true. Now Ford wants to buy back the car after a year of bad news that has further depreciated the value of the car along with the general decline in demand of EV's. Nice timing Ford. Surely you didn't wait a year because you knew the buy back would be cheaper for you.

And also, let us know when we can actually use the 2020 FFE on batteries again. Its been six months.

This is good to hear. But this is the second Fusion Energy where I have had to go without the battery for two months or more. With my last one, there was a known problem with the charge that prevented charging. Ford produced a new model that was back ordered for months. I am not impressed with Ford's EV technology.

As others have said, not only did Ford just remove most of the features from FordPass for my 2020 Fusion Energi, now I received an "IMPORTANT SAFETY RECALL" letter from Ford waring me of the possibility of a crash or vehicle fire and that "You should refrain from charging your vehicle immediately to maintain a lower charge level in the high voltage battery, reducing the risk of a loss of motive power or vehicle fire until a remedy is available." So, now I can't even run on battery anymore. Ford just sucks. I WILL NEVER, EVER EVER buy another Ford. In addition, I will tell everyone I know of my experience and tell them not to buy one either! Why would anyone trust their technology at this point?

This part is interesting: Warranty Status: Eligible under provisions of New Vehicle Limited Warranty (NVLW)/Service Part Warranty (SPW)/Special Service Part (SSP)Extended Service Plan (ESP) coverage. Limits/policies/prior approvals are not altered by a TSB. NVLW/SPW/SSP/ESP coverage limits are determined by the identified causal part and verified using the OASIS part coverage tool.

This has been my experience as well. CarPlay really never has to be turned off.

EV trip data didn't show up immediately for me. It took a couple of days. You don't need to have location enabled on your phone, have bluetooth enabled, or be connected to USB for EV data. In fact, you don't even need to have the app on your phone to collect EV data. You also don't need to disable CarPlay.

I would ask for your case to be escalated. Then send emails to several of their executive officers including the leaders of the customer support team. Post a message to both their Twitter and Facebook support feeds. I also have a 2020 FFE. I did the above and they made me whole. I'm not sure which tactic is the one that worked.

I agree, the trip log data is not as good as MyFord Mobile. But, you do get separate EV and hybrid miles for individual trips. Its under Driving Data->My Journeys->EV DATA. And there there is a Total miles and Est. electric miles value for each trip. Your hybrid miles is the difference between total miles and electric miles.

That's strange. When they contacted me, they didn't mention any issues or any caution about performing the upgrade. They also contacted my dealer with instructions on how to perform the upgrade. On the very first day of the upgrade, most of the functions of MyFord Mobile were available in FordPass Connect. Some of the functions were improved in FordPass Connect over MyFord Mobile. However, after about two weeks, these functions disappeared and were returned a week later. Ford contacted me to let me know. Apparently, its a work in progress. Everything has been working without issue for a month today.

Yes. But you cannot setup or use location based charging profiles. That feature doesn't exist without the app.

You are entitled to your opinion and so am I. The point isn't if the modem is absolutely necessary. The point is, customers expect to have continued use of vehicle features they paid for especially when the features are listed in the brochure, the bill of sales, the window sticker, and where touted by the sales personnel at the time of sale. Customers do not expect these features to disappear, with very little notice, when the vehicle is still under warranty, and when the vehicle is barely a year old. Some customers purchased this vehicle over competitor's vehicles specifically for these features. I have had several lengthy conversations with members of Ford's Executive Office Team. They know they stepped in it here. Ford's seems to be the only manufacturer where recently built EV's have this problem. Other manufacturers took care of the problem many model years ago.

Your vehicle should still charge. After Ford abruptly decommissioned the MyFord Mobile app, I was able to charge my vehicle for several weeks before I received the modem upgrade. Unfortunately, during that period, I no longer received notifications of charge completions so that other people could use the charger. Of course, charge faults or interruption notifications also ceased. But, I really shouldn't care because these are just an extra feature for convenience, nothing more.

Understood. I wouldn't have replied at all if it weren't for the following comment: "The very reason Ford isn't putting more resources into this modem swap thing is because the modem really is not necessary to charge and operate the car. It's just an extra feature for convenience, nothing more." Being notified of a charge fault or charge interruption are pretty important. Being alerted that you car has been broken into or hit is also important. I don't' consider these "extra for convince, nothing more."

Well, yes and no. It will do basic charging without the modem. But, if you purchased 240v chargers and want to use location specific charging profiles with your electric company, you need the app. IMHO, that feature is actually better on FordPass Connect than it was on MyFord Mobile.

Once your FFE is upgraded with a 4G modem, you will be able to add it to FordPass Connect.

LOL, thats the original behavior it had since it was released several years ago.

Who knows. The CSP is or was supposed to expire in May.

I would call Ford's Customer Relationship Center at (800) 392-3673 and let them know your experience with the dealer. When I had the upgrade performed, someone from the executive offices contacted my dealer and told them exactly what needed to be done to return most of MyFord Mobile's functionality to FordPass Connect.

Ford knows they stepped in it here with the 4G modems and the Energi's. I have had a couple of lengthily conversations with them. Believe me, they know this is a failure on their part and not a failure due to AT&T. If you call Ford's Customer Relationship Center at (800) 392-3673, they will ask for your VIN and then tell your vehicle wasn't included in CSP 21B09 despite it being listed in the bulletin. They will tell you to save your receipt because some day in the future your vehicle may be included. When they do this, ask for a case to be escalated so that you can speak to a manager. You will receive a call back in a few days from someone in the executive offices. Make sure to tell them how the lack of MyFord Mobile impacts your ability to charge your vehicle. I would also let them know about the press release that is still on their website today. Hopefully, they will setup an appointment with the dealer of your choice and provide the upgrade free of charge. At least, this is what happened for me. Also, Ford only recently managed to get important functions from MyFord Mobile working in FordPass Connect. This delay seemed strange to me since Ford first sent out the CSP bulletin last November. So, even with the update last November, it wasn't working fully. BTW, when I purchased my 2020 FFE, even my dealer expected it to have a 4G modem with a connection to FordPass Connect. He wanted to train me on FordPass Connect telling me they are all shipping now with 4G modems. I had to show him that it was still on 3G and only worked with MyFord Mobile. I already knew the situation since I have been buying these since 2014 and I have already been through a 2G to 3G upgrade on MyFord Mobile (which was free and Ford notified customers months in advance.)

Yes. Both worked. Scheduled Start was new with FordPass Connect. It did not exist with MyFord Mobile. I use departure times quite a bit. It does work better with a 240v charger. But it still works with 120v.

They are actually two different functions. With FordPass Connect, I used to have both. Departure Times warms or cools the cabin of your vehicle based on the time you are leaving. The start time of the warming or cooling varies based on the outside temperature and the temperature you want. Departure Time requires your vehicle to be plugged in. Scheduled Start starts your vehicle at the time you have set in the schedule. It does't really care about the temperature. It will warm or cool your car at the same time if you have your vehicle set to do so. It will also defrost, turn on the heated/cooled seating and heated steering wheel if you have the vehicle configured to do so. The vehicle doesn't need to be plugged in.

The Scheduled Start function seems to have disappeared for my 2020 FFE. The Departure Times feature is still there. The Scheduled Start function was not part of MyFord Mobile so maybe it wasn't supposed to be there in the first place.

I called their customer number, sent a DM to their FaceBook and Twitter accounts, sent emails to three executives, and several days later I received a call from Ford. They covered my upgrade for free and also contacted my dealer with instructions on how to perform the upgrade.

The EV Data has also returned including all the original data and any new data that was collected since the function disappeared.