Radio presets come and go....Now the reverse camera is flipped and shuts off..

[aehowitt]

Hey guys and gals. Im trying to help my girlfriend out with her car here and I feel like she's getting the run-around so Im hoping you experts can help us out.

 

She has a 2011 Edge SEL. A few months ago some of her radio presets started to disappear randomly - Just showed an empty rectangle. They'd appear sometimes but not others. Also, the grid on the reverse camera disappeared. So we took the car in to get it looked at and they diagnosed it as SYNC not being up to date....They updated the software for free since it was covered under the APIM 12M02 CSP and that was it.

 

We left the lot and the presets were missing in a few minutes. After a couple days, the reverse camera started appearing upside-down and soon after that, it would flip upside-down and then go to a black screen saying to contact the dealership. So we took it back to the dealership...They told us the presets were a 'radio problem' and that the camera was a 'camera problem'. Said they were going to have to replace the camera, and ignored the radio presets. I asked maybe if it was related to the APIM since its a known issue. They told me the APIM had already been replaced on the first visit and its working fine so no its not a problem.

 

I insisted the APIM was NOT replaced and the person whom I spoke with started raising his voice with me saying it says right on the sheet that it was replaced and its working fine. I asked if the APIM was a special order part.....he went and verified that it was...and I asked how it was replaced the same day we brought the car in to get fixed the first time? He had no answer and said he'd talk to the mechanic. He spoke to the mechanic who said they installed it (?) but then verified with a manager using Oasis that an APIM was never installed in her car.

 

SO, then they test the APIM again supposedly and say its working fine, and the problem is still the camera. I, today, said go ahead with the camera replacement. I asked if there was a software install associated with the new camera install and he said no - just hardware for the new camera. Still, he has no answer to the radio working improperly and refuses to address the problem unless they see it happen in person even though I have multiple photos of the malfunction.

 

I don't feel like these are hardware related issues as the camera DOES work (upside down for a moment and then off). Also, he told me the preset issue was a radio problem (what radio? its the computer, isn't it?) I feel like the dealer is trying to pull one over on her.

 

Any help you guys can send my way is appreciated. I don't know why they seem to be so reluctant to investigate all these seemingly software-related issues and just want to replace hardware.

[FordIVTteam]

Hey guys and gals. Im trying to help my girlfriend out with her car here and I feel like she's getting the run-around so Im hoping you experts can help us out.

 

She has a 2011 Edge SEL. A few months ago some of her radio presets started to disappear randomly - Just showed an empty rectangle. They'd appear sometimes but not others. Also, the grid on the reverse camera disappeared. So we took the car in to get it looked at and they diagnosed it as SYNC not being up to date....They updated the software for free since it was covered under the APIM 12M02 CSP and that was it.

 

We left the lot and the presets were missing in a few minutes. After a couple days, the reverse camera started appearing upside-down and soon after that, it would flip upside-down and then go to a black screen saying to contact the dealership. So we took it back to the dealership...They told us the presets were a 'radio problem' and that the camera was a 'camera problem'. Said they were going to have to replace the camera, and ignored the radio presets. I asked maybe if it was related to the APIM since its a known issue. They told me the APIM had already been replaced on the first visit and its working fine so no its not a problem.

 

I insisted the APIM was NOT replaced and the person whom I spoke with started raising his voice with me saying it says right on the sheet that it was replaced and its working fine. I asked if the APIM was a special order part.....he went and verified that it was...and I asked how it was replaced the same day we brought the car in to get fixed the first time? He had no answer and said he'd talk to the mechanic. He spoke to the mechanic who said they installed it (?) but then verified with a manager using Oasis that an APIM was never installed in her car.

 

SO, then they test the APIM again supposedly and say its working fine, and the problem is still the camera. I, today, said go ahead with the camera replacement. I asked if there was a software install associated with the new camera install and he said no - just hardware for the new camera. Still, he has no answer to the radio working improperly and refuses to address the problem unless they see it happen in person even though I have multiple photos of the malfunction.

 

I don't feel like these are hardware related issues as the camera DOES work (upside down for a moment and then off). Also, he told me the preset issue was a radio problem (what radio? its the computer, isn't it?) I feel like the dealer is trying to pull one over on her.

 

Any help you guys can send my way is appreciated. I don't know why they seem to be so reluctant to investigate all these seemingly software-related issues and just want to replace hardware.

 

Hi aehowitt,

 

I'd like to get this concern sent to the customer service manager in your region. Please PM your full name, best contact number, email address, VIN, mileage, and your dealership's name.

 

Shaay