Gateway Control Module/TCU issues - Big Issue Not Being Addressed by Ford

[PescadorPirate]

Just figured I would provide an update for anyone who gives a sh*t, because Ford certainly does not. My vehicle is still at the dealership for 10 consecutive weeks and still unable to fix this gateway module/TCU issue. Dealership tells me they are unable to get "as built parts". Software downloads not being accepted by the new hardware. Whole issue is a joke. No one at Ford gives a damn about this. I have a Field Service Engineer who is grasping at straws, the Executive office is just giving me lip service, and the dealership can't do anything when it comes to software. I have written multiple emails to James Farley and Elena Ford asking for some sort of escalation but nothing but radio silence. Whole situation is a shame.

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[PescadorPirate]

No more ”as built” gateway modules for a 2023? Software still fails to fully load. This is bulls**t and Ford needs to get this fixed. Dealer has been great but dependent on Ford for the software install. Ford is a joke

 

[2023bronco]

Lawyer up

 

[PescadorPirate]

Doesn’t do me any good to lawyer up. I purchased the vehicle on August 1 for cash. Did a Line-x on the undercarriage, ordered AR steps and JCR off-road rack so I am all in for over 65k. If Ford was willing to cover my cost plus some inconvenience cost (interest on my cash payment) I could walk away. But can’t afford to take a loss on this, plus next to impossible to get another vehicle (Ford or otherwise).

Cant begin to tell you how pissed off I am at Ford. There doesnt seem to be any escalation of the issue in Engineering even after contacting Fords executive offices. Everybody passing the buck. Just glad to have a dealer that is trying to support me.

 

[userdude]

First I'd say, you're justified to be upset. Paying for a vehicle these days is a hit, and while not real expensive, Broncos aren't cheap. Your mods too, man it's a bummer you can't enjoy your Bronco.

I would counsel you to close your eyes, take deep breath and slowly let it out. Do it a few times. What's happening is frustrating and infuriating, but being yourself pissed off and spitting mad is just going to make helping you that much harder. You in fact need people to want to come through for you, not be forced to. Ford is a big, big company. It's a bureaucracy, in fact. Never underestimate the executive assistants that work for the executives.

I also work in software and can see how it may be difficult, in the field, to troubleshoot systems issues that perhaps the best people to do so are those in the development office. Maybe even in, say, South Korea?

Your best bet at this point is to get someone who really knows how they work to get involved, but that's even more time. Ford is unlikely to go quickly to this option, since this could take someone away from a team working on a product they want to release. That means working the process, being (more) patient, and getting those people you're working with on your side. Having others with the same issue hopefully will pin Ford to find a resolution sooner than later. But you may still be months away.

Unfortunately, you're in it for the long haul, and you're not the only one. It's good your dealer is trying to be helpful; poor dealer service would only compound a difficult situation. Good luck and I hope you're able to get a good resolution soon.

 

[Merc4x4]

It sounds like the replacement TCU is not accepting the 'as built' firmware that is tied to your VIN and hosted on Ford servers.
@flip mentioning corrupt firmware on the server had me thinking...

The dealer/expert are probably using the tools at hand, meaning FDRS with your VIN pushing 'as built' firmware to the new TCU.

If I had the resources, I would try programming the new TCU on a different Bronco with similar specs. This would pull the 'as built' firmware from a different Bronco VIN.

 

[Dude1967]

Ford? Where you at?.....

 

[PescadorPirate]

Crickets…………..

 

[tock13]

Ford is buying mine back because they couldn’t figure out how to reprogram a new gateway module. Seems they have a problem on their hands with this issue.

 

[PescadorPirate]

I should be clear that the Executive Office at Ford has helped get some attention to my problem. The real issue lies in the process by which some software issues are resolved. Having run software businesses for 25+ years I know how this is supposed to work. The Executive Office at Ford is just getting updates from a Field Service Engineer (who is probably working on a whole bunch of issues) who is trying to troubleshoot. The issue to me is that after 10+ weeks there needs to be some escalation within Ford Engineering to get a "next level" team involved.

 

[PescadorPirate]

Just an update for anyone that’s interested…still unable to load modules on the gateway module. Tonight dealer told me they are making more progress (meaning I assume more modules are loading). Going on 12 weeks now. It’s just a shame that the engineers at Ford can’t nail this.

 

[JL8jeff]

Man, that sucks. I'm not a big fan of all the fancy little options so the base model was all I ever considered getting. Heck, my 2013 Tacoma reg cab had manual windows, door locks, mirrors, seats and I was perfectly happy with it that way. It seems like quite of few of these issues people are having could be related to the extra features/options the higher trims have. I hope they can get your truck figured out soon.

 

[NORCALGXP]

@Ford Motor Company

How about helping this guy out, what a saga.

 

[Shazamalingo]

The worst part about these issues is being ignored. Imagine if someone consistently followed up with you. This is an extreme case, so it's not like they would have to follow up with everyone. Just the folks who are really getting screwed. If that happened, how much more relaxed would you be? I bet a ton.

I have been ignored in similar situations; it's the worst feeling in the world.

 

[PescadorPirate]

Actually not really being ignored. The Ford Executive office and my dealer update me multiple times a week, it’s just that they have no resolution. Seem very dependent on the Field Service Engineer who probably is working a bunch of issues. What I don’t get is why this issue hasn’t been escalated to a team in Engineering that can get this issue resolved. Seems like Ford is losing more money having this vehicle take up a bay in the dealership, covering my loaner, etc… than just getting focused on this.

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