Bullitt and FordPass App.

[el-guapin]

@mAkI good question. Is your build date before the Feb 5th theoretical cutoff? If not, it could be an indicator that the system was being setup for one and one never got put on. When I get my car back, I will check to see if I have one aswll.

I'm confused about the pre- Feb 5th built dates in regards to the Bullitt and not the other models already in production. IIRC the Bullitt order banks opened around Mar 2019. So there should be no Bullitts with this hardware added.

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[K3993]

I have a Jan 10, 2019 build date and it doesn't work on my Bullitt.
The FordPass app says I need to login to the FordPass SmartLink which is another username and password that is not setup.
If you go to the Fordpass.com site and log in that way and try and connect to it there, this is the message I get:

Mine says the same thing, The Smart Link had disappeared off the app, and I thought was because of an update to the Ford App which I had done ..... what I found is that you can turn the Smart Link off or on in a setting in the App.
Was going to try this last night, but some stuff came up and was not able too. Was wondering if that was the fix.

 

[el-guapin]

Mine says the same thing, The Smart Link had disappeared off the app, and I thought was because of an update to the Ford App which I had done ..... what I found is that you can turn the Smart Link off or on in a setting in the App.
Was going to try this last night, but some stuff came up and was not able too. Was wondering if that was the fix.

Smart link was discontinued. Fordpass Connect took its place. IIRC, Smartlink used an OBDII dongle to connect to vehicle then this connected to a mobile device(Phone) via bluettoth.

 

[K3993]

Smart link was discontinued. Fordpass Connect took its place. IIRC, Smartlink used an OBDII dongle to connect to vehicle then this connected to a mobile device(Phone) via bluettoth.

ok, thats out.

 

[Bear_Stang]

I'm confused about the pre- Feb 5th built dates in regards to the Bullitt and not the other models already in production. IIRC the Bullitt order banks opened around Mar 2019. So there should be no Bullitts with this hardware added.

Exactly... it's like a catch 22 they are trying as an out. That's why I was asking the earlier build dates about this. They advertised it, and customers were allowed to assume that the electronics pack was offering upgrades along the lines of the gt premium trim level. Hell the Canadains were straight up lied to about it.

Unless only the press cars had it... which would make the deception substantially worse.

If it can be validated that the only cars with it equipped were the cars used to advertise... that would be a solid thread to pull on.

There is honestly no good reason for the item to be left off of a car at this performance / price level. Especially for those of us who paid the extra for the electronics package.

 

[expeditionroasters]

I did speak with the "Ford Performance" guy at the dealership I bought the car at. He said it's not on the window sticker as an option and that none of the Bullitts came with it even though some early brochures and info had it listed as an option.

 

[Bear_Stang]

And that's the creepy thing. It was not listed as an option, but stock standard during the press run. Then when people went to buy it, not only was it not standard, you could not even add it. Unless our unibody is different than the other 550s, this makes no since.

It would make since if they made this as a pure collector car (for the people that dont drive the cars they buy).

If nothing else, I would like to know why the part was not put on, when we paid for the part. Dif between our electronics pack and the gt electronics pack is 100 bucks. The primary reason for this dif is not the modem, but the fact that the bullitt comes stock with some electronic goodies.

 

[el-guapin]

I did speak with the "Ford Performance" guy at the dealership I bought the car at. He said it's not on the window sticker as an option and that none of the Bullitts came with it even though some early brochures and info had it listed as an option.

But it is still advertised as being "standard" on the Bullitt, GT350, GT and Ecoboost Premium.

 

[el-guapin]

Anyone know where this hardware is on the GT?

 

[K3993]

I checked last night and did not see a serial number for a modem in my 1/2019 build car ..... so that after Feb 5, 2019 may not be accurate and deletion started before that.
Again I am not sure of the exact day mine was built,,,, I need to look that up and find out how to locate that.

 

[Bear_Stang]

I checked last night and did not see a serial number for a modem in my 1/2019 build car ..... so that after Feb 5, 2019 may not be accurate and deletion started before that.
Again I am not sure of the exact day mine was built,,,, I need to look that up and find out how to locate that.

Thank you.

@el-guapin left side of your trunk, behind the padding. The should be bracket will be there (with thr connections), but, according to Ford' nothing should be there. The box fits on the bracket and plugs into the antenna and the bus.

 

[K3993]

Thank you.

@el-guapin left side of your trunk, behind the padding. The should be bracket will be there (with thr connections), but, according to Ford' nothing should be there. The box fits on the bracket and plugs into the antenna and the bus.

Going to check that area as well when I get home today.

 

[Bear_Stang]

 

[Bear_Stang]

Below is the chat log from my last chat based interaction with ford. Sorry this took so long. Last week was a mess. I hope this information is helpful to you all during your calls / chats / whatnot. As always, multiple inquires tend to garner more attention than one or two people bringing up an issue.

If you want to move up the chain a bit faster you have state level representatives. Texans, write your AG as their office has a reputation (especially concerning false adverts). Other states, your mileage may vary. It is not a magic bullitt... but, it might get a less weasel response. Canadians, you have SOOO much leverage it is unreal.


Chat start time

Tue, 8 Oct 2019 20:02:53 -0500 GMT

Chat end time

Tue, 8 Oct 2019 22:17:42 -0500 GMT

Duration (actual chatting time)

02:14:48

Operator

Ashley

Crystal: Hello! My name is Crystal. How can I help you?

Bear_Stang: Hello Crystal. I have spent the last 2 or so months investigating why the fordpass connect functionality was advertised for my bullitt but was not included with my vehicle.

Bear_Stang: During that journey I have learned that the lack of fordpass connect is causing issues with the fordpass app

Bear_Stang: Namely, because I do not have fordpass connect, ford tech believes that my vehicle is using sync to send erroneous vehicle warnings to my app.

Bear_Stang: There advice was to stop using the app completely which is untenable for 2 reasons:

Bear_Stang: 1-my vehicle was advertised as being a fordpassconnect vehicle on fords website & 2-fordpass connect in its base form should work with ford vehicles.

Bear_Stang: My maintenance manager has spent the last month attempting to track down this issue and get some answers.

Bear_Stang: Yesterday he informed that his last conference call was a bit disturbing. Namely it took about 5 people to figure out what was going on with ford BULLITTs and fordpass connect.

Bear_Stang: According to the individuals on the conference call with him:

Bear_Stang: "For some reason (that no one can/will tell him) ford decided to start taking out the fordpass connect box after Feburary 4th 2019. That means if you have a bullitt with a build date before Feburary 4th 2019 (Canada or U.S.), you should have a fully functioning Fordpass connect (including a wifi hotspot and all that jazz)."

Bear_Stang: Unfortunately they were unable to answer the following questions for him or me.

Bear_Stang: 1-Why did they remove it? - The conference call he was on was unable to give an answer. There is just a note in the factory build log that Feb 5th bullitts and up did not get fordpass connect.

Bear_Stang: 2-Why was ford still telling customers that fordpass connect was standard on the bullitts after Feb 5th? - No one knows.

Bear_Stang: 3-Why did ford continue charging full price for the bullitt digital package if a critical part of that cost was removed? - No one knows.

Bear_Stang: 4-Is it possible to install this item now? - If you go to the ford parts site you can not pull up the part using a bullitt vin. The part (14G229), however, will pull up under the generic mustang of the same year.

Bear_Stang: 5-What is the customer's next step to resolve this issue? - No one knows because no one knows why it was removed.

Bear_Stang: I know this is a lot

Bear_Stang: but I have been tracking this issue with help from my maintenance manager for 2 months

Crystal: Thanks for chatting in today, Bear_Stang. I would be glad to help as much as I can, as many of these questions are outside of the scope of the Customer Relationship Center. To confirm, is the vehicle you're chatting about a 2019 Mustang?

Bear_Stang: Yes. It is a spruced up s550

Bear_Stang: it is the only s550 that is listed as having fordpass connect standard that DOES NOT have fordpass connect standard.

Bear_Stang: I have a previous chat from a month ago that might help some. In the chat the Candice verified that 1-this has nothing to do with my standard transmission and 2-the unlock and connect features should be working on my vehicle. Of course, she was unaware of the Feb4/Feb5 division at that time.

Crystal: Thanks for confirming, and thanks for your patience. The only information that we have access to are the equipped features listed for the VIN and the original window sticker that shipped with the vehicle, as well a electronic brochures for some of the latest model years.


The FordPass Connect modem is not listed in the available feature list or window sticker for this VIN, but I am checking for a brochure right now.

Bear_Stang: I can do one better than the brochure. Try your site.

Bear_Stang: https://owner.ford.com/fordpass/fordpass-sync-connect.html

Bear_Stang: scroll down to Bullitt

Bear_Stang: err mustang

Bear_Stang: Notice that both the Bullitt and GT350 are listed.

Bear_Stang: Otherwise the maintenance personnel would not have been able to get back to back to back conference calls over several weeks.

Bear_Stang: Based on his calls, we know the device 14G229 fits in the BULLITT. Afterall outside of a paintjob, a badge, an intake manifold, and power pack one, it is a mustang GT.

Crystal: Thanks for your patience. I do see it listed on that link you provided,and I'm not sure why. The brochure for the 2019 Mustangs which also includes the standard features for the Bullitt lists SYNC 3 but not a FordPass Connect Modem.

Crystal: The only mentions that I see of that modem are in the Premium Plus Packages, and I'm poring over the document with a fine-tooth comb just to be sure.

Bear_Stang: Thats the thing. According to the conference call, it was standard, until Feb 4th. Currently it is like the device is persona no grata to the bullitt exclusively, but we have not seen any recalls for pre feb 5th bullitts.

Crystal: Here is a link for the document I'm reviewing if you want to take a look at it, too: https://www.ford.com/services/assets/Brochure?make=Ford&model=Mustang&year=2019&postalCode=75633


In small print it adds that it includes select GT PREMIUM features, but FordPass is not included in that list of included premium features.

Bear_Stang: I did not go to every possible document before purchasing this car. I checked the fordpassconnect page. The page that should have the most relevant data. That page, 10 months later, is still listing fordpass connect as a standard feature on your two top tier mustangs.

Crystal: This was the only brochure available for review, and it only shows a 2018 copyright/print date, so I'm not able to confirm the actual date it went to print/electronic distribution.

Bear_Stang: Even ford informed my maintenance manager that the item was being put on all bullitts fabricated before feburary 4th.

Bear_Stang: What we are unable to find out is Why (and the questions connected to that why).

Crystal: I can pass this along to or website team so that this information can be removed.


I can definitely understand not being able to go through every document available about your vehicle, but the dealership should have been able to confirm on the dat of purchase that the vehicle was not equipped with FordPass Connect modem because it was not on the window sticker provided with the car. The window sticker overrides anything printed on the website.

Crystal: Our Center is only provided with basic and printed/published information, so regrettably, we aren't privy to being able to explain why FordPass Connect was pulled from the Bullits.

We're able to submit feedback to Ford Motor Company, and I would be glad to pass this along for you.

Crystal: I'm also aware that on our Ford Social site (https://social.ford.com/en_US.html) , one of the advertised perks is that our engineers and designers interact on the site, so you could also pose your question there.

Bear_Stang: Please note that even if you remove it from the website, I am not the only bullitt owner affected by this. Also note that while I understand what you are saying about the website versus the window sticker, the fact that ford was putting it in cars, and left the advert up on the website is concerning for Texas citizens based on advertising laws. Canadian owners who have this item listed on their vin are also without bullitt fordpass connect. This is why everybody is attempting to find out why.

Crystal: I totally agree. I'm going to include all of your comments in the documentation tat I'll be submitting today about this issue. It is very concerning.

Crystal: *that

Bear_Stang: Thank you. Most owners affected have already made pdf copies of the website. I very seriously doubt the issue would have made it as far up the hill on the maintenance side if it could have been written off with, "it is not on the window sticker".

Bear_Stang: And before this issue get ironed out, I am still advised to not use basic fordpass at all?

Bear_Stang: sorry "am I" not "I am"

Bear_Stang: a question more than a statement.

Crystal: That's okay! Now, since we have a dedicated department of FordPass agents, we're not trained on all of the FordPass app features. We have been advised that if you don't have a FordPass Connect-enabled modem, the remote features will not work. If you'd like to speak further to a FordPass Guide, I can connect you right away.

Bear_Stang: I thought this was the fordpass guide. That is how I got to this chat.

Crystal: No, I'm in the Customer Relationship Center. Are you chatting from the FordPass app?

Bear_Stang: I went to the fordpass website and then clicked on chat

Bear_Stang: No ma'm I am not using the app to chat at the moment

Info: The chat transcript will be sent to: <redacted> at the end of your chat.

Bear_Stang: I am not trying to be critical, but who runs the website?

Crystal: Okay. Currently, that link directs to Customer Relationship Center agents, as the FordPass Guides can only be reached via the app or phone. Please let me know if you'd like to continue with them, and I would be glad to connect you right away!

Bear_Stang: Yes ma'am. I would like to connect to a forpass guide.

Bear_Stang: Even if I can not, at the moment, see all of the other info. I would like to contiue being able to view fuel level, oil life, and odo readings.

Crystal: I have not met the team, but there is nothing wrong with constructive criticism! If you have the time, there is "Site feedback" link at the bottom of every Ford webpage that goes directly to the team. I'll get you connected right away.

Bear_Stang: I have already filled out 6 surveys since purchasing the car. I will have to wait to do that one.

Bear_Stang: the last one took 30 minutes to complete

Crystal: And just to reiterate, I've submitted your comments about the Bullitt/FordPass Connect modem concern that will be reviewed by Ford Motor Company management.

Before I transfer you, is there anything else that I could help with?

Bear_Stang: I would like to put in a request to have management call me. Afterall, even a ford employee has been stonewalled at this point.

Bear_Stang: namely my maintenance manager. He did not have to call, but he did everything he could on his end and was unable to get an answer outside of... "We don't know what what happened happened"

Crystal: I can add that note; however; we are advised to let or customers know that we can't promise that you will be contacted. (I do hope that they do.) So, if you don't hear a response, it may be easier to request a callback through your dealer. Could you please verify your phone number?

Bear_Stang: <redacted>

Bear_Stang: I did not ask the dealer after i saw the maintenance manager getting stonewalled. I figured I would see what I could find on my end.

Crystal: I see what you mean. I've added the note that you've requested a callback. Thank you so much for your time today, Bear_Stang, and I hope you enjoy the rest of your day.

I will connect you to a FordPass Guide now.

Bear_Stang: Thank you Crystal for taking time to answer my questions.

Crystal: You're very welcome. One moment, please.

Info: Please wait while your chat is transferred to the appropriate group.

Info: You are now chatting with Ashley.

Bear_Stang: Hello Ashley!

Ashley: Thank you for contacting FordPass, I am your Guide Ashely. How can I help you?


Bear_Stang: I assume you have been linked to the conversation above?

Bear_Stang: If not, I can try to summarize

Ashley: Give me one moment Bear_Stang and I can try to get up to speed.

Ashley: I'm still reading Bear_Stang, I have not left the chat.

Bear_Stang: I understand. I have another chat from a month ago with a different department if you want more prologe

Ashley: I'll be with you shortly.

Ashley: Bear_Stang is it possible that you are inquiring about Smart Link?

Bear_Stang: No ma'am. Let me shoot you my chat from a bit ago.

Bear_Stang: Candice: Hi. My name is Candice. How can I help you? Bear_Stang: Hello Candice, I am a bit confused about the FordPass Connect for my vehicle. Candice: I am happy to answer any questions, Bear_Stang. Bear_Stang: When I first got the car, the dealer and I spent about 20 minutes trying to get ti to work. We eventually decided to give it a day or two but it is still not working. Bear_Stang: According to the Ford-Connect Page, FordPass-Connnect is standard on the Bullitt. Bear_Stang: It is one of the reasons I went for the upper tier mustang. Bear_Stang: I am a month in now and FordPass Connect will still not work. FordPass will work, but not FordPass Connect. Candice: I am happy to help. Have you reached out to AT&T to set up an account? Bear_Stang: No ma'am. I can't even get to that point in the app. Candice: In the app, are you able to access the page with the Activate/Authorize icon? I am trying to determine how far in the process you get. Bear_Stang: In the app, when I click on "smartlink" I click on the "access smartlink" link. It then tells me to log in with my fordpass smartlink credentials. Candice: Oh I see. SmartLink is a separate device. Instead, access the FordPass Vehicle Controls card. Tap the Activate/Authorize icon and follow the steps to continue the process. Start the vehicle and press Allow on the in-vehicle prompt that appears on the SYNC 3 touchscreen. Bear_Stang: ahh. Okay, so I have Fordpass working. Bear_Stang: But I can not unlock my doors or anything with the app. Bear_Stang: It makes since that I can not start the vehicle (bullitt has standard transmission like the gt350), but all I can do is view my vehicle info. Candice: So, you were able to complete the activation, but the remote features aren't working? Since you have a remote start and a SYNC 3 system, those features should work remotely. I am not aware of any limitation based on the transmission. Candice: I recommend speaking to a FordPass Guide. They will be able to view your account and determine why it isn't working and what can be done

Bear_Stang: When I use basic level fordpass I can see some helpful information. Odo, fuel range, and oil life.

Bear_Stang: The issue is that, according to ford tech, I should not be using fordpass if I do not have fordpass connect.

Ashley: Thank you, please continue and I'll be with you shortly

Ashley: OK give me one moment. I'm going to look into a couple of things on my end. Is that ok?

Bear_Stang: yes ma'am.

Ashley: I do sincerely apologize about this huge inconvenience. Can you give me your email address, and your last name please

Bear_Stang: <redacted>.

Ashley: We appreciate your patience, please continue to wait.

Ashley: I'm still here.

Ashley: OK Bear_Stang. Let me attempt to help you out. So it sounds like you are referring to Smart Link and that system has been discontinued.

Bear_Stang: I am not logged into smart link or anything. I understand that it has been discontinued. I only use the fordpass app in its base form. In its base form, you can see this basic info.

Ashley: You can still use the ford pass app for information about your vehicle. You just can't use it to start or unlock your vehicle because your Mustang is not equipped with the modem that's needed for those functions.

Bear_Stang: That is an issue I am working on as the vehicle was at one time being equipped. The issue I am reaching out to you all with is, "can I continue using fordpass in its base form?"

Ashley: I'll be with you shortly.

Ashley: You want to know if you can still use the app to see basic information within your vehicle? or example tire pressure, odometer readings? Am I understanding you correctly?

Bear_Stang: yes

Bear_Stang: I don't see tire pressure. Just odo, fuel range, and

Bear_Stang: oil life

Bear_Stang: It also lets me schedule service and whatnot

Ashley: Unfortunately without the modem or t Smart Link device you won't be able to use those features with in the app. If you would lie I can provide you with the contact information for the Smart Link headquarters where they could possibly give you a refund.

Bear_Stang: but... I can see those features right now. Without smart-link. I sign into the app and they are there.

Ashley: Is the information accurate with the information that's in your vehicle?

Bear_Stang: Yes ma'am. This is what started me down the entire "fordpass connect" issue. The car seems to be designed for fordpass connect, but they left the modem off the car.

Bear_Stang: With ANY other mustang, I can order the modem directly, but for some reason, ford gave me half a system and wont let me order the other half.

Bear_Stang: To my knowledge there is no modem in the car. To my knowledge modems fit in my car.

Ashley: I do apologize. The modem can't be ordered it has to come already built into the vehicle. If the modem comes with the vehicle depends on the type of vehicle trim.

Bear_Stang: The bullitt trim had modems on it up till Feb 4th. You still advertise that it has modems on your site to this day.

Bear_Stang: https://owner.ford.com/fordpass/fordpass-sync-connect.html

Bear_Stang: Also, you can order a modem for any other ford mustang. There is a pull up code and everything for it. It is one of the reasons why my maintenance department got involved.

Ashley: I just looked up your vehicle by the VIN number and unfortunately your specific vehicle was not build the modem.

Bear_Stang: I understand what you are saying. But when the device website is saying it is standard, and ford is telling my maintenance manager that it was being put on the bullitts and no one knows why it is not on post feb 4th bullitts, the situation starts to get questionable.

Bear_Stang: I purchased the second highest trim mustang you can purchase with a full electronics pack. It is beyond odd that I do not have a device on my vehicle that you can get on an ecoboost with the same electronics pack.

Bear_Stang: correction, the second highest trim level mustang in 2019.

Bear_Stang: I understand the gt350 is coming out.

Bear_Stang: Also, I am not just asking these questions for myself. My maintenance department and other bullit owners have these same questions.

Bear_Stang: The bullitt owners in canada still have it on their vin, but the modem is not in their vehicle.

Bear_Stang: This is a trim wide issue.

Ashley: I definitely understand your frustration. I am really sorry but your questions are out of my scope of expertise. If you would like I could give you the headquarters number, Is that ok?

Ashley: Ae you there?

Bear_Stang: You can, but I would not be able to talk to them today.

Bear_Stang: Sorry, I am in <redacted>

Ashley: Yo should be able to speak with someone the are in until 8pm tonight 844-589-0059, options 3.

Ashley: IS there anything else I can assist with?

Bear_Stang: I have to call them today?

Ashley: You can call at your earliest convivence. Their hours of operations are Monday through Sunday 8:00 a.m. - 8:00 p.m. EST

Bear_Stang: Thank you. Don't get me wrong, this issue is important to me, but I have been in the chat for 2 hours, and I would like to get some other items done today.

Info: The chat transcript will be sent to: <redacted> at the end of your chat.

Ashley: I definitely understand. Our Custmer Relations specialist will also be able to assist I will provide their information as well. Member Facing - 800-392-3673 options 1,5


Phone Operation Hours:

Mon - Fri 8:30am - 8:00pm EST

Sat 8:00am - 8:00pm EST

Bear_Stang: Thank you Ashley.

Ashley: If there is nothing else I can assist you with today.Thank you for using FordPass. Again, my name is Ashely and it was a pleasure chatting with you today! We are available 7 days a week via the Guide button within the app (Monday-Thursday: 9:00 a.m. to 11:00 p.m. EST. Friday-Sunday: 8:00 a.m. to 10:00 p.m. EST).

 

[Bikeman315]

That was painful. I applaud you for doing this. It is beyond comprehension that Ford has done this to a special group of Mustang owners. Keep pushing, I know you will find the real answer.

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