Slow software update takes Edge off new Ford

Kevin took his Edge to fix a warning light, but had to wait months for latest software

With new cars featuring more and more technology, chances are that any mechanical fix will also require a software update to complete the job. But software fixes aren’t just a few strokes on a keyboard, as, like spare parts, they can take weeks to arrive and configure, causing owners real stress.

Kevin Tanner, from Eastleigh, Hants, was left waiting a month for his Ford Edge to be updated with the latest software that formed part of a steering wheel fix. Kevin had bought the ex-demo car at the end of November 2016 with just 2,800 miles on the clock, but a week after purchase, a warning light appeared.

“I took the car to my dealer, Hendy Ford of Winchester, and it told me the warning light required a new steering wheel,” Kevin said. “I was also told the new steering wheel would need a software update.”

Kevin’s Edge was booked in on 22 December, and the steering wheel was swapped within a day. However, a problem soon arose as Hendy couldn’t update the software. “It told me it didn’t have the update yet and was chasing Ford UK almost on a daily basis for it.”

After the car was in the garage for over a month, Kevin got in touch with us to find out if anything could be done to speed up the process, and whether other owners were having this problem, too.

We contacted Ford and a spokesman told us it was an isolated incident, and the reason the software was taking so long was because it had to come from the US and be configured to UK standards. Although Kevin was kept mobile with a courtesy car, he was keen to get back to his Edge, which he’d only driven for 400 miles.

“I was then called by the dealer and told that it would take my Edge back and offer me a replacement vehicle. To make up for the accessories I bought with my Edge, I was also offered three free services on the car, as well as comprehensive breakdown cover,” a happy Kevin told us.

Ford confirmed the result, and pointed out the updated software has now been configured to UK standards, so should any similar issue arise for other owners in the future, the update won’t take as long.

Most Popular

New electric MG4 hatch to start at £25,995
MG4 Front driver side
News
5 Aug 2022

New electric MG4 hatch to start at £25,995

Kia EV4 SUV to take on the Volvo XC40 Recharge
2024 Kia EV4 - front
News
5 Aug 2022

Kia EV4 SUV to take on the Volvo XC40 Recharge

Best new car deals 2022: this week’s top car offers
Renault Clio hybrid
Deals
5 Aug 2022

Best new car deals 2022: this week’s top car offers

Tips & advice

View All
Car dashboard warning lights: the complete guide
Car dashboard symbols and meanings
Tips and advice
23 Mar 2022

Car dashboard warning lights: the complete guide

Electric car charging stations: a complete guide
Electric car charging station
Tips and advice
5 Nov 2021

Electric car charging stations: a complete guide

PCP vs HP – which type of car finance is right for you?
PCP vs HP
Car buying
17 May 2022

PCP vs HP – which type of car finance is right for you?

Average speed cameras: how do they work?
Average speed cameras: how do they work?
Tips and advice
20 Jun 2022

Average speed cameras: how do they work?

Best cars

View All
Top 10 best car interiors 2022
Peugeot 208 hatchback
Best cars
25 Jun 2021

Top 10 best car interiors 2022

Top 10 best electric cars 2022
Ioniq 5
Best cars
12 Jul 2022

Top 10 best electric cars 2022

Top 10 best cheap-to-run cars 2022
Nissan Leaf front
Best cars
12 Jul 2022

Top 10 best cheap-to-run cars 2022

The UK's top 10 fastest hot hatchbacks 2022
Audi RS 3 driving - front view
Hot hatches
24 Jun 2022

The UK's top 10 fastest hot hatchbacks 2022