NHTSA Complaint #11477225 — 2020 FORD EXPLORER

The contact owns a 2020 Ford Explorer. The contact stated when the vehicle was shifted into reverse, there was no image displayed on the screen. The vehicle was taken to the dealer where the contact was informed that there was a recall for the failure. The contact stated a programming update was needed and was performed; however, the failure continued. The vehicle was taken back to the dealer where an update was completed several times; however, the failure persisted. The contact stated that the vehicle had been to the dealer at least 7 times to update the software. The manufacturer was notified of the issue and advised to go back to the dealer and a case was opened. The vehicle was taken back to the dealer for a 9-hour update. The contact stated that the dealer called and stated that the vehicle was out of warranty and the contact would be responsible for the repair. The VIN was not included in NHTSA Campaign Number: 21V735000 (Back Over Prevention). The approximate failure mileage was 28,000.