[Fonzie]

Any owners find the magic Sunrun phone # to find out where their Pro charger shipment is?

No customer 'order #' - purchased demo directly off the Ford lot.

After 3-weeka & a dozen calls to Sunrun no one can actually tell me anything about getting my charger. Customer experience with Sunrun so far a D-.

-Fonzie

 

[VALightningOwner]

I bought my Lariat ER from a dealer 7 weeks ago that someone backed out of. I called Sunrun the next day to see what the process was and they had most of my info already (email was wrong so had them correct that), they also gave me my order number based on the VIN and the link to their web page to confirm my info. Couple of weeks passed and no sign of the charger. Called Sunrun back and found out they had shipped it to some other address and someone had signed for it. They tried to tell me that they would send me the charger once they got it back which I complained at, however I am still waiting for it weeks later and keep getting my case passed around. Sunrun has terrible customer service.

 

[LMcqueen]

I got mine off the lot 3.5 weeks ago. I had to call Sunrun multiple times as they didn’t show my vehicle as purchased (there was a system problem on their side that apparently has backed up orders for weeks). Then I had to clarify for them which of the orders was mine as they saw the truck I bought from the vin, and the one I had on order. Another week went by and… nothing. Then I received an automated call to confirm my address. I press 1 and it wants to transfer me to a person. After 40 minutes on hold I give up and hang up, after all they called me. I call back the next day, talk to a person and I’m told it will ship out in the next couple days and I’ll get an email with the tracking number. A week later… nothing. So I call again. I’m told they will escalate, and someone will call me back. A couple days go by and no call. I call Ford, they can’t help, but they are happy to conference call Sunrun with me to try and shake things loose, after 5 business days which is the timeline for escalation. I also called Sunrun again to see what is going on. Same story, escalation means someone will call me within 5 business days. Today is day 5. I’ll let you know.

 

[Jhalkias]

I got my charger last week. I bought my Lightning mannequin on 12/17. I was told by SunRun to have my dealer email Alexandria Baldwin at Sunrun with the details of the sale, and that finally got things going. Here is her email address:

[email protected]

 

[LMcqueen]

I got my charger last week. I bought my Lightning mannequin on 12/17. I was told by SunRun to have my dealer email Alexandria Baldwin at Sunrun with the details of the sale, and that finally got things going. Here is her email address:

[email protected]

I emailed her and copied my sales rep. We will see what happens.

 

[Henry Ford]

I got my charger 44 days after buying my mannequin and when they finally got around to sending it they sent it to the dealership...who didn't know what vehicle it was for. Thankfully my salesperson had an idea what was going on and finally got it straightened out.

I started calling Sunrun and Ford three days after delivery. I made dozens of phone calls was 'escalated' by both companies. One Ford rep told me I wasn't entitled to a charger because my truck was a mannequin, that the policy was an internal policy, that she couldn't email me the policy or a description of the policy in her own words, and that she didn't have the capability to transfer my phone call to her supervisor. I'm pretty sure I had an aneurysm on that day.

At one point I set up a three way call with my dealer and Sunrun because they said they needed proof that the truck had been sold and the information had been sent to Ford. My dealer emailed the requested information and we all confirmed Sunrun received it during the phone call. That accomplished nothing.

At the begining of the month I bought an FCSP from a forum member who didn't need it. I'm glad I did because it was the thing that ended my range anxiety and allowed me to use the truck as I intended.

The process for distributing FCSPs is terrible and there is no one at Sunrun or Ford who has the power to fix it when problems arise. If Ford wants to include a charger with sales they should put it in the frunk, or the backseat, or the bed, or pretty much anywhere except a warehouse that doesn't have a blue oval on the front door.

All I can say is good luck. Ford and Sunrun get an 'F' from me for customer service.

 

[LMcqueen]

I emailed her and copied my sales rep. We will see what happens.

I got an email back from Alexandra. She said she didn’t have any updates, but she was taking this on and would get back to me. Fortunately, I’m someone who doesn’t tolerate incompetence, and Sunrun is about to learn that the hard way.

 

[Fonzie]

I got mine off the lot 3.5 weeks ago. I had to call Sunrun multiple times as they didn’t show my vehicle as purchased (there was a system problem on their side that apparently has backed up orders for weeks). Then I had to clarify for them which of the orders was mine as they saw the truck I bought from the vin, and the one I had on order. Another week went by and… nothing. Then I received an automated call to confirm my address. I press 1 and it wants to transfer me to a person. After 40 minutes on hold I give up and hang up, after all they called me. I call back the next day, talk to a person and I’m told it will ship out in the next couple days and I’ll get an email with the tracking number. A week later… nothing. So I call again. I’m told they will escalate, and someone will call me back. A couple days go by and no call. I call Ford, they can’t help, but they are happy to conference call Sunrun with me to try and shake things loose, after 5 business days which is the timeline for escalation. I also called Sunrun again to see what is going on. Same story, escalation means someone will call me within 5 business days. Today is day 5. I’ll let you know.

I got my charger 44 days after buying my mannequin and when they finally got around to sending it they sent it to the dealership...who didn't know what vehicle it was for. Thankfully my salesperson had an idea what was going on and finally got it straightened out.

I started calling Sunrun and Ford three days after delivery. I made dozens of phone calls was 'escalated' by both companies. One Ford rep told me I wasn't entitled to a charger because my truck was a mannequin, that the policy was an internal policy, that she couldn't email me the policy or a description of the policy in her own words, and that she didn't have the capability to transfer my phone call to her supervisor. I'm pretty sure I had an aneurysm on that day.

At one point I set up a three way call with my dealer and Sunrun because they said they needed proof that the truck had been sold and the information had been sent to Ford. My dealer emailed the requested information and we all confirmed Sunrun received it during the phone call. That accomplished nothing.

At the begining of the month I bought an FCSP from a forum member who didn't need it. I'm glad I did because it was the thing that ended my range anxiety and allowed me to use the truck as I intended.

The process for distributing FCSPs is terrible and there is no one at Sunrun or Ford who has the power to fix it when problems arise. If Ford wants to include a charger with sales they should put it in the frunk, or the backseat, or the bed, or pretty much anywhere except a warehouse that doesn't have a blue oval on the front door.

All I can say is good luck. Ford and Sunrun get an 'F' from me for customer service.

This sounds like a horror movie. Looks like I'm in for a backyard brawl.

 

[Henry Ford]

This sounds like a horror movie. Looks like I'm in for a backyard brawl.

Odds are it will work out for you but if it doesn't don't expect help from Ford or Sunrun. What should have been a one phone call issue turned into a week's long fiasco that never actually got solved. If my salesperson didn't know I was owed a charger it would be collecting dust in the parts department at my dealership.

 

[peter]

Hi all. I purchased a 2023 ER Lariat off-the-lot last weekend and after seeing this thread and another one about getting the CSP for demo/manequin/off-the-lot purchases I asked my dealer about getting the order number or other required data for receiving the CSP. He told me that that offer is only for those that reserved a Lightning. Is that true/accurate?

 

[LMcqueen]

No, that this not true. All ER lightnings come with the charge station pro. It’s available for purchase with the standard battery. All you need is the VIN. Getting Sunrun to send it in a timely manner is a whole different problem.

 

[Henry Ford]

Hi all. I purchased a 2023 ER Lariat off-the-lot last weekend and after seeing this thread and another one about getting the CSP for demo/manequin/off-the-lot purchases I asked my dealer about getting the order number or other required data for receiving the CSP. He told me that that offer is only for those that reserved a Lightning. Is that true/accurate?

Dealers should know this but they almost certainly don't read the information Ford sends them.

 

[Jhalkias]

Hi all. I purchased a 2023 ER Lariat off-the-lot last weekend and after seeing this thread and another one about getting the CSP for demo/manequin/off-the-lot purchases I asked my dealer about getting the order number or other required data for receiving the CSP. He told me that that offer is only for those that reserved a Lightning. Is that true/accurate?

That is total ignorant dealer BS.

 

[peter]

Thanks everyone for your replies. I guess my next step is to begin the (long) journey of wrangling this out of Sunrun.

 

[Fonzie]

View attachment 5949
No, that this not true. All ER lightnings come with the charge station pro. It’s available for purchase with the standard battery. All you need is the VIN. Getting Sunrun to send it in a timely manner is a whole different problem.

Sunrun has 'elevated' the issue and promises a resolution. Standby this could be a 5-season Netflix series

 

[davehu]

I talked to them last week. got the phone number off their web site.Sunrun # is at the bottom of the page.

 

[LMcqueen]

I emailed her and copied my sales rep. We will see what happens.

I’m not sure if my email worked, Alexandra responded that she would update me ( though she never did) and a subsequent call to Sunrun confirmed she had my ticket assigned to her. I also complained to Ford and they escalated it on their side. I got a FedEx shipping notice a couple days ago that turned out to be the charger. It should arrive today. I’m not sure who or what shook it loose, but it only took 5+ weeks.

 

[JupiterLightning]

FYI, if the prior owner didn't give it back, then resales do not come with it. Heck they didn't even have a mobile charger with it. I was like I can't buy a EV with zero chargers so they took a mobile from one of the others on site.

 

[Jhalkias]

FYI, if the prior owner didn't give it back, then resales do not come with it. Heck they didn't even have a mobile charger with it. I was like I can't buy a EV with zero chargers so they took a mobile from one of the others on site.

I have traded in two cars with mobile chargers (both Ford Fusion PHEV's) and EVERY time the dealer asked me for and checked to make sure I was also trading in the mobile charger. That sounds like an uninformed dealer.

 

[JupiterLightning]

I have traded in two cars with mobile chargers (both Ford Fusion PHEV's) and EVERY time the dealer asked me for and checked to make sure I was also trading in the mobile charger. That sounds like an uninformed dealer.

For sure. They bought back a 81k sticker with 1100 miles in October that the guy made a profit on apparently and then tried to sell that for 105k, slowly coming down to where I got it, back at sticker +1k.