NASTF Information Requests

Tracking: 90 Status: Closed
State: OH Name: Bruce
Category of Request: Other or Non-Vehicle Specific Manufacturer: FORD

Inquiry
Have you checked the OEM website?
No
Description of Repair unable to perform
Technical support for inoperative IDS (Ford factory scan tool software).
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
I called into IDS support (who actually answers the phone at 877-722-8336!) This was at 4:30 Friday, April 14th and it was at the end of the day, and the only guy there was perhaps a mid-level guy, and did not know what to tell me. I had a case file open. I finally got it up and running, after about 15.5 hours between tech support, going over to my local Ford training facility to try my VCM on their IDS, swapping parts with my buddy's IDS to make sure it's not a cable or hardware issue. The amount of time wasted updating software is unreal, but it works and now I'm happy! I was really smoking mad after spending several hours with tech support- first the low level guy the week of April 14th, then the mid level guy on April 17-18-19, and when he couldn't figure out my problem, he went to the upper level guy. The upper level guy comes back and says- guess what- because I am not a Ford employee, they will provide zero tech support over the phone! This was approximately April 19. They referred me to the Motorcraft website for DIY tech support- not even e-mail. I was so mad I was bright red. The upper level guy sent out an email to all tech support people and basically shut off the aftermarket guys from tech support on the IDS/VCM communication problems. I think there is a law against this and I may look into it with NASTF.
Other Comments or Concerns
Notes
Steven Douglas - 8/7/2006 11:36:35 AM
Ford has investigated your complaint and our findings/resolution are summarized below. Thank you for bringing this matter to our attention through the NASTF process. Our Technical Support Hotline for Ford diagnostics retail customers is email-based. The email address is mctis@ford.com. As a result of your feedback, we discovered that this email address had been inadvertently deleted during one of our recent website updates. We have corrected this omission and you'll find it by selecting the following links from www.motorcraftservice.com : Diagnostic Tool Support --> IDS --> Support We are sorry for your inconvenience & frustration. The phone number you called is a Ford Dealership support line that isn't published on our website or documentation because the support people there aren't properly trained to provide assistance to our retail customers. We glad you were able to resolve the issue you were having with your IDS. If you happen to need support in the future, please contact the Technical Support Hotline at mctis@ford.com. We value you as a Motorcraft customer and thank you again for your valuable feedback about our process. Regards, Ford Motor Company
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