NHTSA Complaint #11430567 — 2021 FORD MUSTANG MACH E

This vehicle is sold with a single key FOB and an option to use Phone As A Key software. This feature has been a continual source of problems, as reported by almost every purchaser. It has been updated numerous times, including a dealer installed software update. This is a serious safety issue. To unlock the key, you can use the traditional keypad on the door handle. This works consistently. However, once inside the vehicle, it can be impossible to have the car recognize the phone in my hand. Many owners report having to have the phone in a certain position, out of pocket or at a certain location in the car. Rebooting the phone, starting and stopping Bluetooth, getting out of the car, locking it and starting over again have all been mentioned. These work in a very hit or miss approach. I truly believe this software feature is still very much in its beta stages and should not be relied upon in lieu of a second key fob which is standard on every other Ford vehicle. To purchase the second FOB requires a purchase of the key and a programming service from the dealer, a $300 investment. While I understand there will always be software issues, and the Sync 4 center console certainly has them, the ability to start my car should not be part of this roadblock. Carrying the single FOB with me simply makes it more likely to be lost, and no way to have any assistance available to start my car and get me home safely. My fear is that anyone could easily be stranded in an isolated / dangerous location as a result of the failure of PAAK. The feature also requires a cell signal at the location to make it successfully validate the phone. This implies that driving the car in any desert or mountain area requires use of the actual FOB. I am requesting that Ford supply a second key FOB at no cost after I made a $60,000 investment. Consumer stated after several updates software still functions erratically.*JB