[kevinschoener]

I absolutely LOVE my Lightning Platinum. I have absolutely NO complaints about comfort, performance, or range. The problem is that I received the Charge Station Pro damaged in AUGUST and I've been trying to get a replacement or replacement parts since. I've made at least 20 phone calls with absolutely ZERO success. Ford customer service sends me to SunRun, SunRun promises to call me back within 48 hours and never does call back. Ford got on a conference call with me and SunRun that ended in yet another promised callback. At one point, SunRun sent me to AEE Solar and EV Solutions. I've been given about 6 phone numbers at Ford and their only answers are to call SunRun or the Dealer. The Dealer doesn't even have access to a part number to order a replacement. So,

SHAME ON YOU. FORD for selling a $100,000 vehicle without putting any plan in place to help actual customers.

 

[ChasingCoral]

Please keep in mind that your complaint is about the Charge Station Pro that was installed by SunRun. SunRun is responsible for installing it and getting it running. They are the problem here.

 

[kevinschoener]

Please keep in mind that your complaint is about the Charge Station Pro that was installed by SunRun. SunRun is responsible for installing it and getting it running. They are the problem here.

Actually, that's not the case for two reasons. First, this is not an installation problem and SunRun didn't install it anyway. Second, my complaint is not that the equipment came in damaged, it's that Ford (whom I purchased the vehicle from) does not have any way to address my concern. I have absolutely no financial relationship with SunRun. Ford is the company I paid $100,000 to provide the vehicle and charger. Blaming SunRun is like blaming Intel for a problem with your Dell computer.

 

[ChasingCoral]

Actually, that's not the case for two reasons. First, this is not an installation problem and SunRun didn't install it anyway. Second, my complaint is not that the equipment came in damaged, it's that Ford (whom I purchased the vehicle from) does not have any way to address my concern. I have absolutely no financial relationship with SunRun. Ford is the company I paid $100,000 to provide the vehicle and charger. Blaming SunRun is like blaming Intel for a problem with your Dell computer.

Who installed your charger?

 

[HellBoy]

Who installed your charger?

exactly, this might be a bigger problem now - if SunRun didn’t install it, then was it damaged during the install or was it already damaged?! Just soooo many variables - one could easily damage the charger during install and blame the damage off the factory lol

 

[Voltz]

I received the Charge Station Pro damaged in AUGUST and I've been trying to get a replacement or replacement parts since

What type of damage is it? What parts do you need? Was it shipping damage? If so, that's on FedEx.

 

[bigmc83]

The original post sounds like the charger arrived damaged, and has not been installed by anyone (at the time it arrived damaged). If the box looked damaged then it probably is on the carrier, but still, I agree that this starts with Ford. Sunrun provides the charger, but ultimately it's got a Ford badge on it, and they can coordinate with Sunrun whether a repair or replacement is needed. If you still moved forward with getting installed, then I'm not sure you have much of a leg to stand on as mentioned above. One of those companies two can determine if the carrier needs to be involved due to damage.

Have you tried the Chat Feature on the Ford website? I had good luck with that when trying to determine the build timing of my truck, as the dealer had no clue. Otherwise force Ford to contact Sunrun if you're having no luck

 

[Voltz]

I agree that this starts with Ford.

The dealer sold the truck and zealously protects their franchise rights and pricing authority for final sale to the buyer. I'd pressure them, act like they owe you a working FCSP since you bought the truck from them, not Ford. The dealer may have some effective contacts @Ford Motor Company

 

[kevinschoener]

The original post sounds like the charger arrived damaged, and has not been installed by anyone (at the time it arrived damaged). If the box looked damaged then it probably is on the carrier, but still, I agree that this starts with Ford. Sunrun provides the charger, but ultimately it's got a Ford badge on it, and they can coordinate with Sunrun whether a repair or replacement is needed. If you still moved forward with getting installed, then I'm not sure you have much of a leg to stand on as mentioned above. One of those companies two can determine if the carrier needs to be involved due to damage.

Have you tried the Chat Feature on the Ford website? I had good luck with that when trying to determine the build timing of my truck, as the dealer had no clue. Otherwise force Ford to contact Sunrun if you're having no luck

You are correct. The box didn't look damaged, but the plastic housing is broken and the small tabs that hold the cover in place were snapped off and floating around in the box. And yes, I tried the chat (they sent me to Customer Relationship phone number in Canada).... I had already called the Customer Relationship number in the US (along with the Parts number, Ford EV Parts, EV Solutions, AEE Solar, and SunRun). And to be clear, each of the various numbers I called were number i was TOLD to call by either Ford, SunRun, etc. These weren't random attempts. Everyone I've spoken with at Ford and SunRun agree that I should get replacement parts and they are even embarrassed by the fact that they can't help! One Ford rep from the relationship number stayed on a call with me for 90 minutes trying to get an answer and even placed a call to SunRun and stayed on the call with me while I got my final promise of a return call that never actually came. Strangely, I got a shipping address verification email from SunRun about a week after that call, so I thought I was all set. But that was 7 weeks ago and my renewed attempts this week have lead me down the same Dead End - Traffic Circle I've suffered through for the past 4 months.

 

[kevinschoener]

The dealer sold the truck and zealously protects their franchise rights and pricing authority for final sale to the buyer. I'd pressure them, act like they owe you a working FCSP since you bought the truck from them, not Ford. The dealer may have some effective contacts @Ford Motor Company

I tried that (have a very good relationship with my dealer - over a dozen cars/trucks). The Dealers don't even have a part number for the charger. They called their contacts and got the exact same run-around that I did. This problem starts and ends with @Ford Motor Company

 

[kevinschoener]

exactly, this might be a bigger problem now - if SunRun didn’t install it, then was it damaged during the install or was it already damaged?! Just soooo many variables - one could easily damage the charger during install and blame the damage off the factory lol

It was damaged in the box upon arrival...

 

[ChasingCoral]

You are correct. The box didn't look damaged, but the plastic housing is broken and the small tabs that hold the cover in place were snapped off and floating around in the box. And yes, I tried the chat (they sent me to Customer Relationship phone number in Canada).... I had already called the Customer Relationship number in the US (along with the Parts number, Ford EV Parts, EV Solutions, AEE Solar, and SunRun). And to be clear, each of the various numbers I called were number i was TOLD to call by either Ford, SunRun, etc. These weren't random attempts. Everyone I've spoken with at Ford and SunRun agree that I should get replacement parts and they are even embarrassed by the fact that they can't help! One Ford rep from the relationship number stayed on a call with me for 90 minutes trying to get an answer and even placed a call to SunRun and stayed on the call with me while I got my final promise of a return call that never actually came. Strangely, I got a shipping address verification email from SunRun about a week after that call, so I thought I was all set. But that was 7 weeks ago and my renewed attempts this week have lead me down the same Dead End - Traffic Circle I've suffered through for the past 4 months.

The Ford Charge Station Pro is Ford branded, made by Siemens, but shipped, distributed, and normally installed by SunRun under a contract from Ford. SunRun is really the one responsible for making this right.

 

[kevinschoener]

The Ford Charge Station Pro is Ford branded, made by Siemens, but shipped, distributed, and normally installed by SunRun under a contract from Ford. SunRun is really the one responsible for making this right.

I understand your position - I just disagree. I consider SunRun a subcontractor of Ford. As such, my only line of recourse is directly with Ford.

 

[ChasingCoral]

I understand your position - I just disagree. I consider SunRun a subcontractor of Ford. As such, my only line of recourse is directly with Ford.

You can try that approach. It may work. However, I'd recommend you put more effort into getting SunRun to send the replacement since they have the units and can work with the shipper to be compensated.

I tried that (have a very good relationship with my dealer - over a dozen cars/trucks). The Dealers don't even have a part number for the charger. They called their contacts and got the exact same run-around that I did. This problem starts and ends with @Ford Motor Company

Part No: NL38-10C823-AB

Ford Charge Station Pro
$1,310.00

 

[kevinschoener]

You can try that approach. It may work. However, I'd recommend you put more effort into getting SunRun to send the replacement since they have the units and can work with the shipper to be compensated.




Part No: NL38-10C823-AB

Ford Charge Station Pro
$1,310.00

Sorry - to clarify they don't have part numbers for the plastic body and cover... And they have no way to get reimbursed from Ford if they just ordered a new unit for me.

 

[ChasingCoral]

Sorry - to clarify they don't have part numbers for the plastic body and cover... And they have no way to get reimbursed from Ford if they just ordered a new unit for me.

SunRun should be able to send you a return authorization number and a pre-paid mailing label to send back the old one and ship you a new one. It's up to SunRun to figure out the details with Ford.

 

[ChasingCoral]

Actually, that's not the case for two reasons. First, this is not an installation problem and SunRun didn't install it anyway. Second, my complaint is not that the equipment came in damaged, it's that Ford (whom I purchased the vehicle from) does not have any way to address my concern. I have absolutely no financial relationship with SunRun. Ford is the company I paid $100,000 to provide the vehicle and charger. Blaming SunRun is like blaming Intel for a problem with your Dell computer.

No, your approach is like ordering a Toshiba computer from Best Buy and blaming Toshiba when it is damaged in shipping from Best Buy.

 

[kevinschoener]

No, your approach is like ordering a Toshiba computer from Best Buy and blaming Toshiba when it is damaged in shipping from Best Buy.

Agree to disagree.

 

[Voltz]

I tried that (have a very good relationship with my dealer - over a dozen cars/trucks). The Dealers don't even have a part number for the charger. They called their contacts and got the exact same run-around that I did. This problem starts and ends with @Ford Motor Company

No, your approach is like ordering a Toshiba computer from Best Buy and blaming Toshiba when it is damaged in shipping from Best Buy.

Or, I like the store where I bought a $1310 part so much that, even though the store never provided that $1310 part I paid them for in proper working order, I'll argue with the manufacturer and their third party shipping agent. I think you're missing the ultimate accountability of the dealer. But, best of luck in your endeavor.

 

[kevinschoener]

That all sounds fine, except for the fact that Ford continues to send me to SunRun and SunRun continues to send me to Ford. Neither believe that the ultimate accountability rests with the dealer.