Ford Explorer ST Recall 23S23 360 Degree Camera Stop Sale

[Jerbroni]

Decided to try customer service. Explained the situation briefly to a fellow by the name of Antwar. His response was that my car is in production and he gave me the tracking URL. My original explanation mentioned that I had been tracking the car and dealer updates that weren't in my tracker, along with information that the dealer did not have about ETA. The guy was about as useful as a doorstop. I asked for a manager to discuss the issue in better detail and was told that I can try customer service again later. I should have told him that he is less useful than the doorstop when he asked me if there was anything else that he could help with.

Honestly, I now see how chatbots will filter out live support reps. They are useless!

 

[Jerbroni]

While pushing through to get contacts at Ford US rank and file, this happened... I guess they had to do a stop on the CAP page not just their cars LOL

 

[Jerbroni]

Managed to get an update from Ford HQ that customers still waiting for an Explorer affected by the 360 recall can get $2000 additional Ford-paid discount from Ford if they switch to a non-360 camera equipped Explorer, ie. XLT, or other SUV ie. Expedition. I was also told that the discount for customers who wait it out to the end is $1000USD. Iirc, originally it was $500 from what some people had posted. If your dealer screws with you, then you can contact the Marketing team (dial 313-322-3000 and select the option or punch through the operator/switchboard).

Not sure of programs in Canada. Our Canadian support teams are given very little information to begin with, and 3 out of 4 barely have the drive to login to work, much less do anything arduous like trying to find out if they can help somehow.. or suggest alternatives. I was told that Ford Canada does not involve themselves with the order process or vehicle situations pertaining to production problems, stops, etc and have zero interest in assisting or taking interest in production process issues or anything to do with pre-sales. The last Ford Canada CS guy that I spoke to (who gets the positive grade out of the 4), asked me to share as much as I could with him about what has been going on so that if someone else with a stuck Explorer order calls, he knows what to tell them.

Waiting on my dealer to call me back. Our pup is having more issues and it's becoming impossible to function based on rental cars at $130/day (if even available) and Uber Pet. As Murphy's Law would have it... everything was going well without a family car until the day that my dealership friend/contact goes on vacation for 2 weeks. Going to withdraw from posting to just watching for news - I REALLY wanted for this to work but it's become an impossible situation - the car will not be here for too extended a time.

Good luck folks!

 

[MattC99]

Update for my order.....was supposed to arrive at dealership on Sept 4 (ordered March 25, built Aug 25 and shipped Aug 28). It sat in a trucking yard in Michigan for 4 days and it was delivered to dealership last night. I did notice my dealer also got at least 3 other ST's in yesterday (I'm assuming they are all custom orders) as well since I've been stalking his lot on a daily basis since the 4th.

Nice to see orders actually hitting dealerships!!

 

[Midlife]

Update for my order.....was supposed to arrive at dealership on Sept 4 (ordered March 25, built Aug 25 and shipped Aug 28). It sat in a trucking yard in Michigan for 4 days and it was delivered to dealership last night. I did notice my dealer also got at least 3 other ST's in yesterday (I'm assuming they are all custom orders) as well since I've been stalking his lot on a daily basis since the 4th.

Nice to see orders actually hitting dealerships!!

Nice!! Keep us posted… did you get to drive your car home? Did it come with the new camera installed already?

I’m still seeing the recall outstanding on those other ST’s at that location. Vehicle Tracker page gives me an error message when I search them as well. Curious. But things are moving… AOSRYJP clued us in to a dealership in Cinci that definitely seems to have pre-stop-sale Explorer builds - on the lot - with the 360 camera - with no NHTSA recalls.

 

[AOSRYJP]

Nice!! Keep us posted… did you get to drive your car home? Did it come with the new camera installed already?

I’m still seeing the recall outstanding on those other ST’s at that location. Vehicle Tracker page gives me an error message when I search them as well. Curious. But things are moving… AOSRYJP clued us in to a dealership in Cinci that definitely seems to have pre-stop-sale Explorer builds - on the lot - with the 360 camera - with no NHTSA recalls.

Midlife, funny you should mention that. The dealership I was dealing with called me this morning because of the unsatisfactory note that I left them. They are supposed to have the original sales manager call me back later today. We will see what happens with that. But, if I don't end up getting that one I may have to fly out to Cinci myself. LOL.

 

[MattC99]

Nice!! Keep us posted… did you get to drive your car home? Did it come with the new camera installed already?

I’m still seeing the recall outstanding on those other ST’s at that location. Vehicle Tracker page gives me an error message when I search them as well. Curious. But things are moving… AOSRYJP clued us in to a dealership in Cinci that definitely seems to have pre-stop-sale Explorer builds - on the lot - with the 360 camera - with no NHTSA recalls.

It came in after hours last night so dealer still has to do their inspection. I'm just waiting for their text so hopefully today/tomorrow. Mine had the 360 delete credit on the window sticker so it just came with the reverse camera which I didn't care about anyways.

Can't dealers in the states do dealer trades so you can arrange everything with the dealer your comfortable with? I bought my first explorer that way.

 

[pam4homes]

Update for my order.....was supposed to arrive at dealership on Sept 4 (ordered March 25, built Aug 25 and shipped Aug 28). It sat in a trucking yard in Michigan for 4 days and it was delivered to dealership last night. I did notice my dealer also got at least 3 other ST's in yesterday (I'm assuming they are all custom orders) as well since I've been stalking his lot on a daily basis since the 4th.

Nice to see orders actually hitting dealerships!!

I'm curious. Was your ford "tracker" ever updated? Mine is stuck in production since 7-19, but I was told it should ship between Sept 3rd-9th. Update, now chat said shipping Sept 8th-14th.

 

[MattC99]

I'm curious. Was your ford "tracker" ever updated? Mine is stuck in production since 7-19, but I was told it should ship between Sept 3rd-9th. Update, now chat said shipping Sept 8th-14th.

It was updating normally up until build. It was built Aug 25 and the website updated to that status. The website updated again on Aug 28 but the tracker put my order all the way back to order confirmed. It actually stayed that way until the vehicle was delivered to dealer and when I checked this morning it had updated and moved to it final inspection.

My best advice is to pay attention to the "last updated" date on the page. If that changes your order is moving through the process regardless of what the tracker shows.

 

[Midlife]

It came in after hours last night so dealer still has to do their inspection. I'm just waiting for their text so hopefully today/tomorrow. Mine had the 360 delete credit on the window sticker so it just came with the reverse camera which I didn't care about anyways.

Can't dealers in the states do dealer trades so you can arrange everything with the dealer your comfortable with? I bought my first explorer that way.

Ohhh that's right yours was built just after the 360 delete option. I bet you really do get to drive yours home soon then... I'm seeing brand new dealer orders with 360 delete from late august already hitting the lots. That's nuts. Literally like a 2 week turnaround if I'm reading things correctly... all by eliminating this single tech component.

And I asked my dealer about procuring an incoming 360 deleted ST from another dealership and they hemmed and hawed. Said "yes we can do that, but the other dealership will want an ST in return and we don't have one to give them." I will push them though, if I think I can make something happen.

Good luck this weekend. Hope you get good news.

 

[Midlife]

I'm curious. Was your ford "tracker" ever updated? Mine is stuck in production since 7-19, but I was told it should ship between Sept 3rd-9th. Update, now chat said shipping Sept 8th-14th.

You're probably past the "we'll update you every 45 days" time frame. Did you get the email that said that? I did, on 7/27. "45 days" will be in a few days for me... unless they only mean business days? Or maybe they don't count the Sabbath? Or they're using an ancient Egyptian calendar? I wonder if they use sun dials at the factory to clock in and clock out. Ok, I'm done now.

 

[Midlife]

Managed to get an update from Ford HQ that customers still waiting for an Explorer affected by the 360 recall can get $2000 additional Ford-paid discount from Ford if they switch to a non-360 camera equipped Explorer, ie. XLT, or other SUV ie. Expedition. I was also told that the discount for customers who wait it out to the end is $1000USD. Iirc, originally it was $500 from what some people had posted. If your dealer screws with you, then you can contact the Marketing team (dial 313-322-3000 and select the option or punch through the operator/switchboard).

Not sure of programs in Canada. Our Canadian support teams are given very little information to begin with, and 3 out of 4 barely have the drive to login to work, much less do anything arduous like trying to find out if they can help somehow.. or suggest alternatives. I was told that Ford Canada does not involve themselves with the order process or vehicle situations pertaining to production problems, stops, etc and have zero interest in assisting or taking interest in production process issues or anything to do with pre-sales. The last Ford Canada CS guy that I spoke to (who gets the positive grade out of the 4), asked me to share as much as I could with him about what has been going on so that if someone else with a stuck Explorer order calls, he knows what to tell them.

Waiting on my dealer to call me back. Our pup is having more issues and it's becoming impossible to function based on rental cars at $130/day (if even available) and Uber Pet. As Murphy's Law would have it... everything was going well without a family car until the day that my dealership friend/contact goes on vacation for 2 weeks. Going to withdraw from posting to just watching for news - I REALLY wanted for this to work but it's become an impossible situation - the car will not be here for too extended a time.

Good luck folks!

Thanks for all you have researched and shared! Good luck with everything... hope something comes together soon.

 

[armstrongsa2019]

It came in after hours last night so dealer still has to do their inspection. I'm just waiting for their text so hopefully today/tomorrow. Mine had the 360 delete credit on the window sticker so it just came with the reverse camera which I didn't care about anyways.

Can't dealers in the states do dealer trades so you can arrange everything with the dealer your comfortable with? I bought my first explorer that way.

That is great news!!! Finally a little light at the end of a long tunnel. I’m hoping with preorders being shipped it won’t be too much longer before the ones on dealership lots can be updated so I can finally get my ST. I was exploring my options but don’t want to settle on something else. I have a Durango R/T so I got accustomed to a high performance SUV. An SRT hellcat is nice but the price tag isn’t.

 

[AOSRYJP]

Got the ST today. Finally. Spoke to the GM and he basically honored the deal that I originally agreed to (even though this one's sticker was $500 less). I'm good with that though. Much better than THOUSANDS.

 

[Midlife]

Got the ST today. Finally. Spoke to the GM and he basically honored the deal that I originally agreed to (even though this one's sticker was $500 less). I'm good with that though. Much better than THOUSANDS.
View attachment 19510

They DO exist

Fantastic news!! Congrats! Also glad the dealer decided to be decent on pricing

Have you checked whether they gave you the 3 bolt or the 4 bolt rear end?

 

[armstrongsa2019]

Got the ST today. Finally. Spoke to the GM and he basically honored the deal that I originally agreed to (even though this one's sticker was $500 less). I'm good with that though. Much better than THOUSANDS.
View attachment 19510

Great news.

 

[AOSRYJP]

They DO exist

Fantastic news!! Congrats! Also glad the dealer decided to be decent on pricing

Have you checked whether they gave you the 3 bolt or the 4 bolt rear end?

I have not. Getting a diff brace regardless, I think. My son's birthday party is today so likely wont check until tomorrow.

 

[Midlife]

I'm curious. Was your ford "tracker" ever updated? Mine is stuck in production since 7-19, but I was told it should ship between Sept 3rd-9th. Update, now chat said shipping Sept 8th-14th.

Ford Chat told me today my new delivery date was 9/11 - 9/17. I asked what my priority code was, based on someone else mentioning this in the forum, and they told me 10 but that they had no idea what that meant. I looked it up, sounds like 1-9 are reserved for dealer orders, and 10-19 are for customer orders (I'm sure it's more nuanced than that). The chat rep kept saying they couldn't help me, and that my dealer should be able to call the factory directly for the details on my build. That's nonsense. They couldn't tell me my vehicles movements over the last two months (whether it's been parked in storage, parked in storage and then moved back to the line, etc.). They couldn't tell me whether my car was scheduled to get the new 360 camera installed. When they asked, "is there anything else I can help you with?" I nearly said... "did you even help me at all?" but I refrained. They gave me my case number, but I'm not sure how useful that is for me.

The "last updated" date on my vehicle tracking page has been updated to 9/8... though there has been no update to the status. Still says "in production 7/24." So I'm guessing this was them making good on their promise to "update" me every 45 days... by updating the date on the last updated section without any updates to the progress of my build.

This is fun

 

[AJONTCANADA]

Ford Chat told me today my new delivery date was 9/11 - 9/17. I asked what my priority code was, based on someone else mentioning this in the forum, and they told me 10 but that they had no idea what that meant. I looked it up, sounds like 1-9 are reserved for dealer orders, and 10-19 are for customer orders (I'm sure it's more nuanced than that). The chat rep kept saying they couldn't help me, and that my dealer should be able to call the factory directly for the details on my build. That's nonsense. They couldn't tell me my vehicles movements over the last two months (whether it's been parked in storage, parked in storage and then moved back to the line, etc.). They couldn't tell me whether my car was scheduled to get the new 360 camera installed. When they asked, "is there anything else I can help you with?" I nearly said... "did you even help me at all?" but I refrained. They gave me my case number, but I'm not sure how useful that is for me.

The "last updated" date on my vehicle tracking page has been updated to 9/8... though there has been no update to the status. Still says "in production 7/24." So I'm guessing this was them making good on their promise to "update" me every 45 days... by updating the date on the last updated section without any updates to the progress of my build.

This is fun

Mine has been in production since 7/17 ... I am reading that if the "last updated" is updated, that it had started the "repair" ... not sure if that is the fix to the camera or the deletion.

Not sure if it would have been updated, but try downloading the build specs / window sticker to see if the 360 is still installed or if they did the delete.

 

[armstrongsa2019]

I wonder how long it will take for them to fix the ones on dealer lots. Anyone know or heard?