I will add to the fire because it appears that Ford is completely leaving the chronic APIM / ACIM issues to us to resolve.
Short story - 2013 SEL, bought new, love the car! Had it in twice as detailed below in my email thread to local dealer customer sat liaison. So dealer now wants $900 to repair what I view as a problem reported under warranty 6 years ago that was never resolved. Dealer committed to respond in 24 hours - that was 15 days ago.
Partial email thread:
Sent: 8/26/2019 2:38:04 PM
To: XXXXXXXXXXXXXXXXXXXXXXXXX,
Subject: RE: Regarding your recent visit with us
OK, since I have been out of town and the link to Ford survey has expired, I will provide feedback via a response to this email.
I am very dissatisfied with Ford and XXXXXXXX Service’s handling of the issue I am experiencing with my 2013 Escape. I will provide details:
The car had been into XXXXXXXXXXXXXX Service twice before while under warranty for the same problem – no radio at all and no audio for the Sync phone connection. The first time, a Master Reset of the audio/Sync system resolved the problem. Second time, same problem resolved in the same way BUT I was shown how to do the Master Reset myself so I would not have to schedule service for this issue. No problem for me – and I have done that several times (perhaps 2-4 times per year) and been quite satisfied.
However, the Master Reset no longer solves this issue – thus, this service appointment. I am then told that the issue requires replacement of the ACIM for $900. This is insane! This is a defect dating back at least 5 years and now, when I am no longer covered by warranty, this is what Ford and XXXXXXXXXXXXX are telling me?
I have done some additional research especially on Ford Escape forum. Apparently, I am not alone in having issues with Sync audio. And I am not alone in Ford responding poorly.
This is not good customer service, especially given that I have spent over $150,000 over the last 15 years at XXXXXXX Ford on new vehicles. This disappoints me as a loyal Ford customer. It disappoints me as a XXXXXXXX customer. I return to XXXXXXX because of how I have been treated as a purchaser and a service customer.
I expect more and better from XXXXXXXXXXX and from Ford. I hope to hear something different in the near future on this issue.
End of email
So Ford is, in my view, expecting the customer base to absorb the cost of a chronic hardware defect pervasive in a most popular line. Being a retired hardware computer guy, this is crap - problem is pervasive, a defect in materials probably from a vendor, and Ford is working harder to alienate customers than to fix the problems.
And, yes, Ford, if you are reading this, this will affect future decisions on brand.