2014 SHO quit while driving Dealer nightmare

[fess]

Hey all. I've got a bit of a pickle here and need some help.

Last Wednesday the SHO quit on me on my way into work. The engine shut off while driving. It has 43k on it and has always been serviced by me dealer. While waiting for Ford roadside to tow it to the dealer I pulled the code with my Bluetooth OBD2 reader. The code was for low fuel pressure at fuel rail btw. So okay no problem, let's get this to my dealer so they can get her fixed up!

Problem #1: Ford roadside said they would be towing the car to the closet dealer which was 5 minutes away. My dealer is 30 minutes away. I asked that it be taken to my dealer and was told no.

Problem #2: Said dealer cannot/will give me a time frame of when they will look at the car. Not even an estimate of when it can possibly be looked at let alone repaired. I called my dealer and explained so they called the dealer where the car sits on my behalf and was told the same thing. My dealer said they would get it in straight away but I have to get the car to them. I called Ford customer care but they told me that since dealerships are independently owned they couldn't do anything to get priority repairs made. I said I don't want priority just an estimated timeframe, useless....

So I guess my question one is, what is a reasonable amount of time to wait on the dealer to look at my car before I show up with a pitchfork and a torch?

Question 2 is should I just eat the 200-300 bucks to get the car towed to my dealer? I can't wait forever I need my damn car. I guess I'm just spoiled by my dealer because their service department is on point with repairs.


At this rate this was my first Ford and probably my last.


Let me know why you all think


Fess

 

[SilverSH0]

I believe there is a new TSB for fuel pump module failure (or something along those lines). Based on it just shutting off and the error you pulled I would imagine that's the problem. If it was my car, I would call them every day of the week next week asking about status. As they say, the squeaky wheel gets the oil.

 

[fess]

Yeah I am aware, l received a notice by mail. It's actually a recall but there aren't enough parts available yet. And I have called everyday. Get told the same thing everyday. Yesterday they asked why I didn't have the car taken to my own dealer, seriously?

 

[SHOdded]

How far is "30 minutes"? If it's within 10 miles (?), you can have your insurance company tow it for free, if you have the coverage? They will tow wherever you want within the radius. But yeah, Ford Cust Svc will direct you to the nearest dealer, independent of reputation. Maybe you can call up Lincoln Cust Svc ask for help.

 

[fess]

It's 35 miles from my house to my dealer. The closest dealer where they took the car is 5 miles. I do have tow coverage with my insurance but I will have to check what the limitations are. I know warranty work doesn't pay that well and I didn't purchase my car there but it just seems absurd that I cannot even be told when they can look at it.

 

[SHOdded]

I agree. And you should keep at them on a daily basis till you get a response. It is your right. Did the incident happen this past Wednesday or the Wednesday before that? After a week of no answers, you should escalate the issue within the dealership to the service manager, the dealership manager, and if you can, the owner. After that, definitely file a complaint with Ford Cust Svc and ask a Regional Cust Svc Mgr to get involved and talk to the dealership. Unfortunately you have to build a case to get things moving.

 

[fess]

It was this past Wednesday morning so 3 business days it has sat in their parking lot. Again perhaps I'm just spoiled from my Subaru and Ford dealer but if they have one of my vehicles in for repair they make it happen in a day or two. So a full week would be considered ample time to diagnose? Thanks for the advise. I will continue to call daily and wait until Wednesday of this coming week before escalating it up the chain. Btw, I've already spoken to the service manager. A friend of mine is actually a salesperson at this dealerships and put me in touch with the service manager after the first day of no answers. Unfortunately I got the same story from him.

 

[6500rpm]

The car is almost surely involved in the PEM (fuel pump control module) recall and your vehicle had the exact failure described. The recall's so simple, even a caveman can do it. I'd request they run an Oasis on your car and if it shows that the recall is open, have them take the 5 min to check for the faulty PEM module number and address that first and see where it takes them. Sometimes the simplest answers are the best.

 

[fess]

I already notified them that I received the recall notice on this issue in the mail but they haven't even pulled it into the shop to have a look at it.

 

[markathome]

SHOdded above is right. Hang in there, but do lots of squeaking!
This can happen with any dealer and any brand.
This is a big reason that Cadillac made an offer to buy out most of their dealers last week.


Sent from my XT1094 using Tapatalk

 

[SHOdded]

I hope that bodes well for Cadillac owners!

 

[rubydist]

spend the $200 to get it to a dealer that will actually take care of you and get on with life.

 

[krewat]

I've found that getting warranty or recall work done by a dealer that you did NOT buy the car from is far from easy or painless.

However, the delay is more than likely that the part is not available because of the recall. Without the part on hand, they are unlikely to even bother looking at the car before hand.

Does YOUR dealer say they have the part necessary for the recall?

 

[fess]

That's all well and good however we don't know it is the recall part until they do a Oasis.

My dealer told me that the part is available from Ford if the vehicle is currently disable because of the part. Meaning once it is diagnosed Ford will emergency ship the part but not before because the parts are in short supply.

 

[6500rpm]

fes, you said you received the recall notice so there's no need for the Oasis. All they need to do at this point is fold down the rt rear seat back, remove one push pin holding the cloth trim on trunk frame opening, pull the cloth trim back and look at the number on the module to determine if it's the bad module manufacturer's part. If I were motivated, I could due it in less than two minutes (and that's a real time ,not trying very hard).

The dealer executive summery below indicates that you can have them apply for rental car assistance (since your car is down hard), and all of you that had the module replaced prior to the recall and paid out of pocket can get your money refunded. (In your case, it's dependent on the module having the bad part number and possibly being diagnosed as the root cause of your issue)



CUSTOMER HANDLING

Towing Reimbursement
Follow Warranty & Policy Manual guidelines

Rental Assistance
SSSC approval required

Refunds Authorized
Yes

Special Handling
Lincoln Client Special Handling only

ADMINISTRATION

OASIS On
August 23, 2016

Owner Notification
Begins the week of September 12, 2016

 

[fess]

Thanks for the info 6500.

 

[RamAireTransAm]

fyi if you get triple a 3 tows up to 100 miles only costs 90 or 95 for a year. I have it and its saved my ass so many times. I used it before to have it sent to one dealer then to another with a had headgaskets go on my 00 deville about 10 yrs ago .

 

[rubydist]

just to clarify - the basic/standard AAA is up to 7 miles, 3x a year. the premium/upgraded AAA is up to 100 miles.