My problem is EXACTLY as was a previous complaint. I touched the touch screen a second time to answer a phone call and it cracked. Could not be used anymore. Should be under warranty, I thought. I took it to my Ford dealer and they said it might not be under warranty, and then later confirmed that it was not covered. I called Ford customer service. They got back to me three days later and said it was not covered and they had never heard of this complaint before. But I was the second one in this week to my dealer with the same problem. And there are lots of complaints of this on the internet. But it's the first the Ford supervisor had heard of it. I must have abused my Ford, he insinuated. Over $2000 to repair. I wonder if they will put a new screen on the old unit and sell that for $2000 to some other victim.
Car has 13,000 miles and is 15 months old. Well under warranty. We have been having ongoing issues with the MyFord Touch Sync system. Backup camera, gas gauge, seat positioner control, radio interface, plus many others. My wife drives the car and treats it like a new born baby. She was stopped in a parking lot and trying to get her phone to make a call by pushing on the touch screen phone icon. Two taps on the screen and nothing. Third tap and the screen spider cracks at her finger. Ford regional service will NOT replace screen under warranty. They want $1,500 up front to replace it. Ford will NOT PROVIDE ANY INFORMATION OR ANSWERS ON EXACTLY HOW THEY DETERMINED THE SCREEN WAS "ABUSED" OR WHO MADE THE DECISION AT FORD REGIONAL SERVICE. This is a clear case of an overall defective MyFord Touch system and a touch screen that can not hold up to being "touched". Ford is refusing to cover this warranty repair simply to stop paying out their money to fix THEIR design problem.
I WILL NEVER BUY ANOTHER FORD PRODUCT - EVER - BASED ON THIS ISSUE.
Update from Feb 7, 2014: I finally got to take FORD to arbitration in late December, 2013 for my Edge. The case was over two points - to buy the vehicle back and the other was to replace the touch screen. I did not win the case to buy the vehicle back, but did not expect to. I had not taken the vehicle in enough times to warrent the lemon law coverage. I did win the case to have the touch screen replaced and the associated remaining issues resolved. A new touch screen was installed in early February, 2014 that FORD paid for. Everything is working OK for now.
It only took me 4 1/2 months and alot of effort to FORCE Ford Motor company to honor their new vehicle warrenty like they should have IN THE FIRST PLACE. Sad that a good American auto copany chose to stick it to the consumer in the first place. The word "Toyota" has a nice ring to it when I think into the future
- Mike S.,
Longview, TX, US
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My problem is EXACTLY as was a previous complaint. I touched the touch screen a second time to answer a phone call and it cracked. Could not be used anymore. Should be under warranty, I thought. I took it to my Ford dealer and they said it might not be under warranty, and then later confirmed that it was not covered. I called Ford customer service. They got back to me three days later and said it was not covered and they had never heard of this complaint before. But I was the second one in this week to my dealer with the same problem. And there are lots of complaints of this on the internet. But it's the first the Ford supervisor had heard of it. I must have abused my Ford, he insinuated. Over $2000 to repair. I wonder if they will put a new screen on the old unit and sell that for $2000 to some other victim.
- Martin D., Langley, BC, canada