[Summerlin Bob]

The following is why I am no longer going to contact Ford customer service either by phone or through the forum.

Hi Bob. Thank you for taking the time to send us a message. My name is Emily and I am a Social Media Agent for Ford. Owners of early 2021 F-150 and Mustang Mach-E models will start receiving BlueCruise through an over the-air update this quarter. The updates also will include some new features while accelerating the pace of future features and enhancements. As appreciation for your patience, we’re offering all affected 2021 F-150 and Mustang Mach-E customers one year of complimentary BlueCruise service so they can experience the groundbreaking technology. While many Ford Power-Up software updates will be delivered in one step, there will be multiple updates that help enable BlueCruise. Some BlueCruise updates will happen in the background while you are driving, so feature activation timing will vary based on driving patterns and could take several weeks. There will be several updates that require the vehicle to be parked and turned off and include an “Update Now” option for quicker updates than pre-scheduled times that customers may have set. For more information, you can visit https://www.ford.com/support/category/sync-andtechnology/ford-power-up-software-updates. The service department at your local Ford dealer is in the best position to provide you with direct assistance regarding the BlueCruise update. We appreciate you reaching out to us here. Have a nice day!
Emily K
Ford Social Media Team


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Thank you for the reply. However, this is a response that I have received on several other occasions, and nothing has changed. I utilized my dealer to install the upgrades that I was not receiving OTA. despite having my vehicle and my Ford Pass set up for auto updates. The MMe indicates BlueCruise when the button is engaged but the BlueCruise hands-free doesn't engage. Furthermore, the dealer paperwork indicates that the vehicle was driven "hands-free" in a "Blue Zone" this is not possible.
In addition to owning thousands of shares of Ford stock, this is my nineth Ford product and given the way I have been constantly given what appear to be stock responses prepared by the marketing department it may be my last Ford purchase. I absolutely love the driving experience during the past 15 months but after seven visits to the dealer and numerous lost days of operational use of my MMe, I am rapidly reaching 'my time for a change point'.
Again, thank you for responding however I will no longer be contacting any of the Ford customer sites since it appears that unfortunately they are not in any position to be of assistance other than to assign case numbers and then to respond that the dealer is the answer.
EDIT: /s/Bob

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• Ford Motor Company
• 40 m ago

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[IMG alt="Ford Motor Company"]https://www.macheclub.com/d2/avatars/s/4/4409.jpg?1621357271[/IMG]
Ford Motor Company
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[IMG alt="Summerlin Bob"]https://www.macheclub.com/d2/avatars/s/1/1100.jpg?1645892595[/IMG]
Summerlin Bob
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[lweisenthal]

We just picked up our MachE after it's 1 year service, and software upgrade. As I mentioned in another thread, the software upgrade took 15hours with the technician, and our service rep said that the dealership isn't going to do any more of those until Ford comes up with a better method.

Hi, You and I were commenting about the long upgrade process and dealer frustrations on the other thread.

Here's what's new. My dealer (Huntington Beach Ford) told me that ... just over this past weekend ... Ford came up with a brand new version of the Blue Cruise software, allegedly devoid of installation bugs. They told me that they did the first one yesterday, with the new Blue Cruise version, and it all went smooth as silk, in a fraction of the previous time (download took less than 2 hours, once they had the handshakes established). So I brought my MME in this morning (Wed May 4) and it's supposed to be all finished any time now (12:45 PM PDT). I'll let you know if it actually works.

- Larry Weisenthal/Huntington Beach CA

 

[Summerlin Bob]

Hi, You and I were commenting about the long upgrade process and dealer frustrations on the other thread.

Here's what's new. My dealer (Huntington Beach Ford) told me that ... just over this past weekend ... Ford came up with a brand new version of the Blue Cruise software, allegedly devoid of installation bugs. They told me that they did the first one yesterday, with the new Blue Cruise version, and it all went smooth as silk, in a fraction of the previous time (download took less than 2 hours, once they had the handshakes established). So I brought my MME in this morning (Wed May 4) and it's supposed to be all finished any time now (12:45 PM PDT). I'll let you know if it actually works.

- Larry Weisenthal/Huntington Beach CA

@lweisenthal Thanks for the update, what I don't understand is why Ford seems to incapable or unwilling to provide the type of information that you have just posted? I'll continue to wait for a response from the dealer to my email. When I return from Utah I will (if necessary) make trip #8 to the dealer for the update. Again thanks for taking the time to provide the info.
Bob

 

[1stFord]

It will be interesting to see what you get for a reply.
If I go into my FordPass app, ACCOUNT>CONNECTED SERVICES, it does indeed show Ford BlueCruise with an expiration date of 4/22/23. The fact that you do not show this would certainly be an indication that either BlueCruise did not get uploaded into the car, or is not activated at FORD.
Again, it would be helpful if we could see either in the car or via Ford Pass, exactly what software version the car is running.
Oh well, looks like FORD is on it, hopefully you will get a satisfactory solution soon, and it is encouraging to hear from Iweisenthal that there is an improvement from FORD for upgrading the software.
As I mentioned on another thread, in my professional life I have always found that people are very understanding of delays or problems, IF YOU COMMUNICATE WITH THEM in a timely manner. I completely agree with Summerlin Bob, I don't understand why FORD doesn't communicate with us regarding this.

 

[Krish]

Ford came up with a brand new version of the Blue Cruise software, allegedly devoid of installation bugs......... So I brought my MME in this morning (Wed May 4) and it's supposed to be all finished any time now (12:45 PM PDT). I'll let you know if it actually works.

- Larry Weisenthal/Huntington Beach CA

@lweisenthal, how did the update go? Do you have Blue cruise (hands free highway driving i meant) now?

 

[lweisenthal]

It will be interesting to see what you get for a reply.

As I mentioned on another thread, in my professional life I have always found that people are very understanding of delays or problems, IF YOU COMMUNICATE WITH THEM in a timely manner. I completely agree with Summerlin Bob, I don't understand why FORD doesn't communicate with us regarding this.

Status: Brought my MME in yesterday (4 May) to Huntington Beach Ford to get my Blue Cruise update. I was told what was related before. At closing time yesterday, the nice service guy named "Craig" called to say that everything went great --- EXCEPT FOR ONE "MODULE." Said he was sure this last module could be successfully installed in an short time. So can I just leave the car another day. Of course, I said yes. It's now 12:50 PM PDT on Thursday, 5 May. I am still waiting, with baited breath. I've got the 405 freeway close at hand; I'll for sure check it out when (if) I get the car back today.

- Continuing saga.

n.b. I love Ford. I worked on the Ford assembly line ... paid UAW dues ... during one summer in college. My Dad was a Ford retiree ... worked in "Domestic Special Order" heavy truck design (n.b. also designed tanks for Chrysler during WW2) ... and drew a Ford pension -- faithfully paid from his retirement at age 65 to his death at age nearly 102. Dad got a personal, hand signed letter from Henry Ford II ("HF2") recognizing a notable personal episode in Dad's life; also got a hand signed letter from William Clay Ford Sr, on the occasions of Dad's 100th birthday. I own about $300K in F stock (they have been wonderful, over the years, in paying dividends, with occasional, entirely understandable exceptions). Purchased/leased quite a number of Ford vehicles on "A"and "Z" plans, over the years (alas, no longer eligible for this, following Dad's demise in 2015).

Anyway, I'm True Blue Oval ... and I love our MME.

- Larry Weisenthal/Huntington Beach CA

 

[lweisenthal]

It's now 12:50 PM PDT on Thursday, 5 May. I am still waiting, with baited breath. I've got the 405 freeway close at hand; I'll for sure check it out when (if) I get the car back today.

- Continuing saga.

Status update: at 4:35 PM service supervisor (Craig) at Huntington Beach Ford called me up to say that ... alas ... they could NOT get the final "module" to work. They will deal with the Ford computer engineering "hot line" to get a solution to the problem. But they can't guarantee how long (in hours or days) this will take. So I'm just (alas) going to pick up my car, until they call and notify me that their problem is fixed.

Reaction: I'm kind of old ... growing up when I did in the era where IBM Selectric typewriters and IBM punch cards and IBM 360 mainframe computers were state of the art, and when all I wanted out of my brand new 1970 Ford Maverick 3 speed manual column shift was for it to be mechanically competent and run properly and safely.

When I read over the various MME dissatisfactions, it seems to be virtually all software related. As if the automobile is just a big iPhone or iMac. I've had the car for 14 months now. Not the slightest mechanical glitch. Yeah, Ford had to re-glue the glass on my very early production vehicle. But that's it. Save for Blue Cruise software ... for which Ford will eventually give me a one year free trial.

Yeah, it's annoying. But I'm driving a car, not an iPhone. And I view Blue Cruise as a toy, more than anything else. The intelligent adaptive cruise works wonderfully. "Hands free" mainly a cool toy bit of fun idea. Last thing I want if for some software incompatibility to result in a car crash. So ... my ask for Ford ... just make sure you get it right. I've waited 14 months. I'm willing to wait another few days. Or another month. Or however long. I have confidence that Ford will get it right and, if it takes much longer, provide a modicum of compensation (e.g. extended "free trial" period) for my disappointment and inconvenience.

- Larry Weisenthal/Huntington Beach

 

[Summerlin Bob]

Status update: at 4:35 PM service supervisor (Craig) at Huntington Beach Ford called me up to say that ... alas ... they could NOT get the final "module" to work. They will deal with the Ford computer engineering "hot line" to get a solution to the problem. But they can't guarantee how long (in hours or days) this will take. So I'm just (alas) going to pick up my car, until they call and notify me that their problem is fixed.

Reaction: I'm kind of old ... growing up when I did in the era where IBM Selectric typewriters and IBM punch cards and IBM 360 mainframe computers were state of the art, and when all I wanted out of my brand new 1970 Ford Maverick 3 speed manual column shift was for it to be mechanically competent and run properly and safely.

When I read over the various MME dissatisfactions, it seems to be virtually all software related. As if the automobile is just a big iPhone or iMac. I've had the car for 14 months now. Not the slightest mechanical glitch. Yeah, Ford had to re-glue the glass on my very early production vehicle. But that's it. Save for Blue Cruise software ... for which Ford will eventually give me a one year free trial.

Yeah, it's annoying. But I'm driving a car, not an iPhone. And I view Blue Cruise as a toy, more than anything else. The intelligent adaptive cruise works wonderfully. "Hands free" mainly a cool toy bit of fun idea. Last thing I want if for some software incompatibility to result in a car crash. So ... my ask for Ford ... just make sure you get it right. I've waited 14 months. I'm willing to wait another few days. Or another month. Or however long. I have confidence that Ford will get it right and, if it takes much longer, provide a modicum of compensation (e.g. extended "free trial" period) for my disappointment and inconvenience.

- Larry Weisenthal/Huntington Beach

When you get the MMe totally updated please advise on the number of modules that the paperwork show as updated. Mine came back and allegedly eight modules were updated. It also stated the MMe was driven 'hands-free' in a 'Blue Zone' which is not possible because hands-free is non-op. I agree totally that it's not a smart phone or a laptop however for me the issue isn't the BC hands-free (which I may not use) it's the fact that no one at either Ford or the dealer seems to have a grasp on the various issues. More importantly, it's the number of trips to the dealer (seven soon to be eight) rather than the OTA updates that are still be touted in Ford's advertising. I've also waited 15 months and in as much as I generally don't keep a vehicle for more than 36 months if it takes them another nine months to get their software working, I'll just have enough time to get the 12 months of BC free.

 

[lweisenthal]

I'll just have enough time to get the 12 months of BC free.

If I don't entirely feel your pain; I do understand your pain. I've been transparent with my pro-Ford bias. That said, I try to look at things from airline cruising altitude. Ford boldly entered the game, after Tesla (and I'm a fan of Elon), had a decade head start. Ford went from the beginning with goal of being an immediate head to head Tesla competitor. Ford's expertise was in hardware mechanics and fit and trim assembly. Obvious weakness was self driving software.

I, personally, knew this from the start. Given this, I'm disappointed but not shocked by the software glitches. Comparing not with a Tesla, but with every single other car I've ever owned, my MME has blown all prior vehicles away and has met every expectation regarding mechanical performance, basic modern software performance, fit and trim, standard dealer level responsiveness and service, etc. Beyond shadow of a doubt, I'd buy it again.

Regarding your criticisms related to Ford corporate communicating with customers and solving problems, ---

Have you recently tried to talk to real people tasked with resolving airline problems, to have them resolve the simplest of problems? etc etc etc. My local Ford dealer told me that they can't wash the cars they service anymore (a prior perk), because of simple lack of available labor. Same with their service techs. They have two qualified electronic techs - one of whom was absent from work all last week. The other of whom has literally devoted days of his unique talents in trying to solve my own unique personal problem.

I honestly believe that all involved are doing their best to meet expectations and solve challenging problems. Some of it, I'm sure, is Covid related.

From my following of Tesla consumer groups, I'm not impressed that overall level of customer satisfaction is greater for Tesla stans than in the case of owners of the brand new, still cutting teeth, MME.

I don't think that anyone at my dealership's service department or at Ford corporate is doing anything less than the best they are able to do.

Disappointing? Yes. Frustrating? For sure. But it remains a great car. And the people I've dealt with on a personal basis I believe to be legitimately trying their best to solve tough problems in the midst of a national labor shortage.

I have no doubt that they'll eventually get it right. Meanwhile, my car is lacking a desired piece of functionality which I've always viewed as being just a fun toy. And I have the satisfaction of driving a car for which orders have been suspended for the rest of the year, because of overwhelming demand - a car which has held its resale value extraordinarily well, should I ever experience the wish to bail. - Larry Weisenthal/Huntington Beach

 

[Summerlin Bob]

If I don't entirely feel your pain; I do understand your pain. I've been transparent with my pro-Ford bias. That said, I try to look at things from airline cruising altitude. Ford boldly entered the game, after Tesla (and I'm a fan of Elon), had a decade head start. Ford went from the beginning with goal of being an immediate head to head Tesla competitor. Ford's expertise was in hardware mechanics and fit and trim assembly. Obvious weakness was self driving software.

I, personally, knew this from the start. Given this, I'm disappointed but not shocked by the software glitches. Comparing not with a Tesla, but with every single other car I've ever owned, my MME has blown all prior vehicles away and has met every expectation regarding mechanical performance, basic modern software performance, fit and trim, standard dealer level responsiveness and service, etc. Beyond shadow of a doubt, I'd buy it again.

Regarding your criticisms related to Ford corporate communicating with customers and solving problems, ---

Have you recently tried to talk to real people tasked with resolving airline problems, to have them resolve the simplest of problems? etc etc etc. My local Ford dealer told me that they can't wash the cars they service anymore (a prior perk), because of simple lack of available labor. Same with their service techs. They have two qualified electronic techs - one of whom was absent from work all last week. The other of whom has literally devoted days of his unique talents in trying to solve my own unique personal problem.

I honestly believe that all involved are doing their best to meet expectations and solve challenging problems. Some of it, I'm sure, is Covid related.

From my following of Tesla consumer groups, I'm not impressed that overall level of customer satisfaction is greater for Tesla stans than in the case of owners of the brand new, still cutting teeth, MME.

I don't think that anyone at my dealership's service department or at Ford corporate is doing anything less than the best they are able to do.

Disappointing? Yes. Frustrating? For sure. But it remains a great car. And the people I've dealt with on a personal basis I believe to be legitimately trying their best to solve tough problems in the midst of a national labor shortage.

I have no doubt that they'll eventually get it right. Meanwhile, my car is lacking a desired piece of functionality which I've always viewed as being just a fun toy. And I have the satisfaction of driving a car for which orders have been suspended for the rest of the year, because of overwhelming demand - a car which has held its resale value extraordinarily well, should I ever experience the wish to bail. - Larry Weisenthal/Huntington Beach

I would guess that nine Ford products and thousands of shares of Ford sorta' makes me a "Ford guy". I asked the dealer where I purchased my Fusion energi if they could work on my 63 T'Bird the service mgr. almost fell over. He said "my techs are in their 20s if they can't plug it into a computer they haven't got a clue." I don't believe that Ford or the dealers are deliberately being difficult however as a former investigator who lived and breathed information, I hate not knowing why something isn't happening quarter after quarter. Would I buy another MMe, yes even despite the glitches.

 

[lweisenthal]

I hate not knowing why something isn't happening quarter after quarter. Would I buy another MMe, yes even despite the glitches.

Even trivial-ish "misery" loves company. Thanks for the share! - Larry W/HB

 

[brussam_7161]

The dealer had my Premier for four days to do all the outstanding updates.

Now the SiriusXM radio does not work and Sirius can't get it reconnected after the major car reset.

I guess it is back to the dealer.

 

[Krish]

My Mach-e has been at the dealership to fix the Navigation not working, recalls, and get bluecruise. It's been 2 full weeks and the latest update from dealer service is " the car is not accepting the software for the blue cruise he is working with an engineer from ford on figuring this issue out".
Anyone faced such issue?

 

[Krish]

Here's the final update: dealer messaged me asking me to come pickup my Mach-E, which I did. It sat there for 2 weeks, 1 week for recall work and 2nd week pretty much for getting Blue cruise to work.
After picking up the Pony on my way home the Navi was all over the place(showed wrong location). Today morning it seemed to be showing correct location. On my way to work had a little bit of I75 drive and vola!! Blue cruise worked!!!!
Waited patiently for almost 1 year and here it is, I was extatic, my experience with Mach-e is now full circle.
Software for several systems were updated according to document I received. I was told that the service technician spent a lot of time with Ford experts to get my Mach-e SW updated.

 

[JIm in TX]

I took delivery of my 2021 Premium, Infinite Blue Metallic, Black Onyx interior, RWD, ER Battery, in late July 2021. Of course at that time they said BlueCruise would be available "soon". I still don't have it.

BUT, an interesting thing happened to me today. I drove on I35 to Austin and used automatic lane centering most all the way. It worked flawlessly. I dropped someone off at the airport, and headed back (without every turning the car off), this time taking SH 130 which is a tollway with posted speeds that vary between 80 and 85 mph.
The automatic lane centering would NOT turn on.
Adaptive Cruse Control = ON
Lane Centering = ON (indicator on instrument panel = ON)
Cruise Control = SET (80 mph shown on inst panel)
Traffic Sign Recognition = ON
No vehicles anywhere near me.
Lane markings were relatively new and clear on plain undamaged roadway.
It would NOT turn on the automatic lane centering despite multiple attempts.

I slowed down to 70 mph, reset the cruise control, and tried again, but no joy. The automatic speed sign recognition still showed the posted speed at 85 mph, my cruise control speed set at 70, but the automatic lane centering would not activate.

I exited SH 130 to another highway where the posted speed was 70 mph. The system worked fine and automatic lane centering worked.
It appears that the system will not activate above a certain speed (I guess). I looked through the owners manual and could not find any reference to any speed limitation.
Has anyone experienced this or have any additional info?
Jim

 

[Summerlin Bob]

I took delivery of my 2021 Premium, Infinite Blue Metallic, Black Onyx interior, RWD, ER Battery, in late July 2021. Of course at that time they said BlueCruise would be available "soon". I still don't have it.

BUT, an interesting thing happened to me today. I drove on I35 to Austin and used automatic lane centering most all the way. It worked flawlessly. I dropped someone off at the airport, and headed back (without every turning the car off), this time taking SH 130 which is a tollway with posted speeds that vary between 80 and 85 mph.
The automatic lane centering would NOT turn on.
Adaptive Cruse Control = ON
Lane Centering = ON (indicator on instrument panel = ON)
Cruise Control = SET (80 mph shown on inst panel)
Traffic Sign Recognition = ON
No vehicles anywhere near me.
Lane markings were relatively new and clear on plain undamaged roadway.
It would NOT turn on the automatic lane centering despite multiple attempts.

I slowed down to 70 mph, reset the cruise control, and tried again, but no joy. The automatic speed sign recognition still showed the posted speed at 85 mph, my cruise control speed set at 70, but the automatic lane centering would not activate.

I exited SH 130 to another highway where the posted speed was 70 mph. The system worked fine and automatic lane centering worked.
It appears that the system will not activate above a certain speed (I guess). I looked through the owners manual and could not find any reference to any speed limitation.
Has anyone experienced this or have any additional info?
Jim

I regularly utilize lane centering, adaptive etc on I-15 in Utah where the posted speed is 80 MPH

 

[1stFord]

I regularly utilize lane centering, adaptive etc on I-15 in Utah where the posted speed is 80 MPH

Likewise, I have used it on I-15, engaging it at 80mph without issue. I now have BlueCruise, and it engages as well, however it does disengage at times such as corners, but will reengage again at 80.
Not sure what was going on with your issue, looking forward to regular improvements as we move forward.

 

[Pote]

I regularly utilize lane centering, adaptive etc on I-15 in Utah where the posted speed is 80 MPH

Aloha @Summerlin Bob

The discussion peaked my interest so I had to go out for a drive. I checked the maps in the FordPass App and was surprised to see that H-1 was highlighted in red. Thanks @Richard L. for posting "If you go into the map in Ford Pass, Blue Cruise roads are red." I'm happy to report that Blue Cruise is working as advertised. Too bad that we only have about 30 miles of BC roads in Hawaii. The dash clearly changed (see picture below) and I was prompted to look at the road. I have attached a copy of my service invoice so that you can see the details about the modules. I hope that Ford takes care of you soon so that you can get back to enjoying your MME!

 

[Summerlin Bob]

Aloha @Summerlin Bob

The discussion peaked my interest so I had to go out for a drive. I checked the maps in the FordPass App and was surprised to see that H-1 was highlighted in red. Thanks @Richard L. for posting "If you go into the map in Ford Pass, Blue Cruise roads are red." I'm happy to report that Blue Cruise is working as advertised. Too bad that we only have about 30 miles of BC roads in Hawaii. The dash clearly changed (see picture below) and I was prompted to look at the road. I have attached a copy of my service invoice so that you can see the details about the modules. I hope that Ford takes care of you soon so that you can get back to enjoying your MME! View attachment 8030 View attachment 8029

Aloha @Pote
All is well, the dealer installed 21G01 updates and a short time later I got 2.8.2 and 2.8.3 as OTAs and now have a fully functioning BC. I finally got to test it on the drive to Las Vegas airport and despite some strong desert X-winds, it performed quite well. The thing is that I find myself resting my hand (s) on the steering wheel so it's not much different from the adaptive/intelligent cruise. I'm happy about the free year which will give me time to decide if I want to purchase it for the three year package.
PS: How is it that you live on an island and have 4000 more miles on your odometer than me?

 

[JIm in TX]

I just noticed a version notification in my MME that says I have 2.6.0. And no BCruise.

I'm gonna go back on the freeway and try again to see what smokes.