I wrote a letter to the CEO, Jim Hackett, voicing my exasperation with Ford's lack of support for the Energi line. My first call to support yielded a poor-English-speaking Philippine agent who could not answer a single question and took 40 minutes to create a case for me. Within 24 hours I was contacted by staff from Dearborn, but quickly learned several things:
1) They seem to have no dedicated staff for Energi. They have weekly Wednesday meetings where they discuss customer issues and then respond to the customer, then another week goes by before they respond again.
2) They are way behind in app development, site deveiopment, and usability. Took them weeks to figure out ways to fix my Value Charge not working properly, and even then it only started working by accident - they still aren't sure what's wrong. No answer for why my utility company's plans aren't on their website, even said "we've determined they don't have any plans". I referred them to the C-Max video on their website where the same utility company's plans are displayed on the video...
3) Much of their problem solving is total guesswork. "You can't use Go Times with Value Charge, that's why it's charging during peak times." - Wrong, it will only charge at peak time if it can't be done by the Go Time, mine is done 6+ hours prior. That's just one example.
I basically told Mr. Hackett that if they plan on blowing out Energi's (they do), they need substantial people investment.
Edited by RickEnergi, 16 November 2018 - 04:18 AM.