Issues with Ford Motor Company, My Ford Touch/SYNC, and 2013 Escape

[PajamaGuy]

Issues with Ford Motor Company, My Ford Touch/SYNC, and 2013 Escape

Disclaimers:

1. I love my 2013 Escape (VIN: 1FMCU9H96DUB34997) and wouldn’t trade it for any other vehicle. Yes, really.
   
2. I’m 63 and a retired Director of IT for NASA’s Space Shuttle Program
   
3. My wife and I just moved back to New England (snow) and our 2 daughters and 5 grandkids.
   

For most of these, I have much more detail, but will try to only summarize.

Ford Motor Company

1. Congratulations for not needing “Bail-out” funds. That’s one reason I leased a 2010 Fusion 3 years ago. (and I loved that car!)
   
   1. 
      
   2. When I had a severe transmission issue at 5,000 miles FMC and A.C. Collins Ford in Houston took very good care of me.
      

[*]Customer Vehicle Orders - Create an automated method for customers to follow the status of their vehicle orders. It took a little over 8 weeks for my Escape to be built and delivered. There are a couple of Ford employees who will give consumers the status of their order via private message, email, or forum posting, but it would be better, easier, and more pro-consumer if we could use a website to retrieve the same status ourselves.

[*]Coordinate the Ford Websites – Which one do I use & when?

1. Multiple sites – some connected, some disparate
   

   [*]If not coordinate , standardize the “Look-and-Feel”

   [*]Fix their functionality, or post known problems prominently

   1. I accidentally have created two accounts – I can’t delete one.
      
   2. The VHR (Vehicle Health Report) functionality has been hit-or-miss for years, and currently doesn’t work.
      

   [*]Customer Relationship Center –

   1. The folks are very polite, and are easy to understand.
      
   2. It should be a customer’s “one-stop-shop” for all things Ford.
      
   3. Higher-level customer and technical support should be available. Of the 45 minutes I spent on the phone discussing My Ford Touch issues, I was on hold for no less than 40 of them while the 1^st level support specialist conferred with her lead. While she was very polite, the resulting solutions were incorrect, and resulted in frustrations for both of us.
      

   My Ford Touch / SYNC

   1. Please fix it! And please tell us when you plan to have a solution.
      
   2. Separate the MFT/SYNC/NAV from the Owner’s Manual. There are settings and functions listed in the current manual that are not available in the vehicle’s current release of MFT/SYNC.
      
   3. Once the manual(s) are correct, remove previous revisions from the main downloadable list.
      
   4. Message Screen – All the available data is great to have, but almost nothing I need to have “up front and center” all of the time. Why not put my digital MPH on that screen? It would be much easier to find/see than the analog dial on the right.
      

   2013 Escape

   1. For the Escape (and the Fusion), please add more interior color choices to the “Titanium” trim level. Some of us old folks have difficulty distinguishing dark objects from dark backgrounds.
      
   2. Match the manual to the actual functionality
      
      
   3. For instance: Keyless Entry Pad – Personal Entry Codes
      
      
   4. Page 60-61 steps 4 & 5
      

      [*]The console needs:

      1. A tray – Coins, pens, Maglite, etc.
         

         [*]Cover or other protection for SD/USB/RCA slot/jacks

         [*]The side dash-vents bright trim –

         1. Dull them – shiny objects do not belong on dash where they reflect in the side windows and interfere with clearly viewing the side mirrors.
            

         It's a great vehicle - Thanks!

      
      
   5. Create one and send to owners
      

The programming 6-digit codes unlock, but do not recall seat/mirror memory.
Codes are not accessible via MFT

Ford.com
SyncMyRide
Ford Owners
Ford Social
Ford Facebook
Others…

[Marginal Economist]

That is solid feedback. Well done.

[RangerM]

The console needs:

A lip or shelf where the driver can prop up (or mount) a smartphone; ideally to the left of the steering wheel or gauges, where there's usually nothing more than a HVAC vent.

 

I realize the sky's the limit on how many variants we're talking about, but that's why even a simple indentation in the top of the trim allowing me to lean my phone against the window or A-pillar (where it's handy) would be useful. I've done this in my truck. A lot of times with rentals, I've used the handhold on the door or the cupholders, but they're too low and far outside the field of view.

[Long Islander]

Pajamaman, Have no idea why Ford hasn't sorted you out for a consulting position. Great points. Hope Ford appreciates the "outside the box" input.