Fed up with Ford

[Druseph T. Justice]

Bought an 11 SHO on Dec. 9th. Check engine light came on Dec. 10th. Dropped off at local Ford garage on Dec. 14th. They said it should be a couple days to get parts and a couple days to do the work (cam phaser). Hadn't heard from them by Dec. 18th so I called. Ford had moved the shipping fat for my parts to Dec. 23rd. Ugh... It happens I guess. Called them again Dec. 28th and guess what. Ford moved shipping date to Dec. 29th.

I called them this morning Dec. 31st and they have still not received the parts from Ford. Dealership is closed tomorrow and the rest of the weekend. So I'm looking at middle of next week to get my car back at the earliest. That's just shy of a month from dropping it off. Without weekends and holidays they have had my car for 15 business days.

This is ridiculous. I realize there's not much the dealership can do, they're just waiting on parts. Has anyone had similar experience? Is there anything I can do?

I've OWNED the car for close to a month, but I've only DRIVEN the car for 3 days. I've even made the first payment on it since it's been in the shop.

As the title said. I'm fed up with Ford.

 

[SHOdded]

Wouldn't be surprised if the dealership is giving you the runaround. Did you talk to the service manager directly, or the dealership owner?

 

[Druseph T. Justice]

Wouldn't be surprised if the dealership is giving you the runaround. Did you talk to the service manager directly, or the dealership owner?

Service manager. I also called Ford customer service, who confirmed cam phasers are on backorder. Started a complaint file and supposed to get a call back on Monday from a customer service manager to see what they can do.

Customer service days they have 90+ cam phasers on backorder. I find it hard to believe that the largest car company in the world, can not produce 90+ cam phasers in a day... An hour even.

Oh. And Ford has now moved the shipping date to Jan. 13th.

 

[SHOdded]

Oh man! This is beginning to sound like the door spring/latch saga. Ford must be keeping their inventories VERY slim. Hope they get it to you much sooner than that.

 

[rubydist]

Just be glad you don't have the airbag inflator recall on your car - we have cars in stock with that recall and we are months away from getting those parts... And everyone knows that a certain percentage of those things have the potential to **** people (maybe not on Ford cars, but certainly on other brands.)

 

[gbriank]

I'd ask for a loan car.

 

[Druseph T. Justice]

I'd ask for a loan car.

I've tried. Repeatedly. I didn't buy the car there so I'm not expecting them to jump through hoops to make me happy. Just to fix my car.

I have a second vehicle as well so I don't really need a loaner.

 

[Druseph T. Justice]

Oh man! This is beginning to sound like the door spring/latch saga. Ford must be keeping their inventories VERY slim. Hope they get it to you much sooner than that.

They called the day after I took it in to let me know it was a cam phaser they also said something about the door latches being under recall, so I told them to go ahead and do it. Door latches have already came in and been installed.

 

[Capri83RS]

Kinda like the TSB for the Focus ST motor mount. I owned mine for 8 months, and they never managed to get the parts in.

 

[2014 TUX/BL SHO]

If the cam phaser in the 11 is the same as current cars, then I don't see why there's a problem getting one.

 

[SHOdded]

Not carrying spares for replacement, everything is allocated to the production line. Worst case, may even need to line up a different supplier or redesigned product, and that could take a LONG time.

 

[BamSHO]

Here is what I did when the wife's 2011 FORD Fusion throttle body acted up. There was a national back order on it, so I did some leg work. Started calling all the FORD dealers around me till I found one. I drove 2 hours to get it. Might be an option for you. I hate waiting too.

 

[Druseph T. Justice]

Here is what I did when the wife's 2011 FORD Fusion throttle body acted up. There was a national back order on it, so I did some leg work. Started calling all the FORD dealers around me till I found one. I drove 2 hours to get it. Might be an option for you. I hate waiting too.

Thanks for the tip. Had thought about doing this. Just sucks that the next nearest Ford dealer is about 50 miles away.

We'll see what customer service says when they call back. Might have to set this in motion myself.

 

[markathome]

Unfortunately, the dealer means a lot. The problem is that Ford cannot really control the dealers or their actions. They only get feedback if someone calls corporate, or gives the dealer a poor satisfaction rating. Sometimes the dealer doesn't even care about these ratings.
I had and issue at a dealer, upon calling Ford, they recommended another dealer. The Ford rep on the phone told me, under her breath, they had s lot of service complaints from that particular dealer. The next dealer was awesome, and continues to be.
Don't get down on Ford, but take out the frustration on the dealer.


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[RAYJAY]

same thing here, closer dealer sucks on service, trys to up sell on everything.... and never does the right service the car was dropped off for, the other dealer anything you ask gets done no questions

 

[Druseph T. Justice]

Update:
Finally got my car back today. Dropped it off on Dec. 14th got it back today, Jan. 14th. Ford agreed to pay my first month's payment.

Overall, dealing with Ford to get this warranty work done was a big pain in the a. And unacceptably drawn out. Could just be extenuating circumstances that caused so much delay, and making a payment for me helps, but it definitely left a sour taste in my mouth about having work done at the dealership and with motorcraft parts.

But none the less, I am happy as a clam to have her back.

 

[bpd1151]

Onto bigger and better experiences.

Enjoy her, she's a blast.

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[2011TAURUSSEL]

Glad you got it back I went through a similar experience with my 14 SHO from the selling dealer. I purchased at end of July in Ohio as a dealer demo 6K miles. I got home and noticed a haze on the windows. I initially thought it was just bad windshield cleaning and didn't think more of it. I got it home and a few days later it felt scratchy and then noticed the whole car had a fine overspray on it, roof, windows trunk, hood, doors everywhere. Essentially parked either in or near a body shop with windy day without covering. Dealer denied any body work, since it was dealer trade they denied any work. Took it to my local detailer and removed. Discovered that the fuel door had a mismatch just a very faint one. I was dealing with company move at the time so figured I would deal with it in Dallas. Took a couple of dealers around here since the first one was not willing to take the camera to the car when the sun showed the defect. Second dealer had no body shop but referred me to the third dealer. That dealer had body shop had the body shop manager out there within about 5 minutes getting the photos, submitting to Ford for warranty approval and scheduling the repair. Repair took about four full days but repair was neat, blended back into the original paint and even covered the rental.

The moral of the story is it can be all in the dealer. If they want to help you they will go out of their way. Even if you didn't purchase from their dealer. You get the right service advisor or manager with a "Look for a way to say YES" instead of NO then that's what you need. I work in aviation and try to get the passengers moving with the "Look for a way to say yes Safely and Legally" attitude.

With the above said............now that you have it back enjoy...toss a couple of tanks of Premium and go forth.

 

[apial]

Same experience:

I ordered a new GPS antenna module 15th of December. Still in back order, new delivery date is the 24th of January - we will see.

Its luckily "only" the GPS and nothing which keeps me from driving but the module is built into so many different models than you think they should be able to deliver it in time ....