I would get a lawyer soon and pay for a nice effective letter.
6 month ongoing issue with 2013 Escape, next steps?
I've been having an issue with my 2013 Escape that has been occuring intermittently since June of 2015, and as of yet the dealership has not been able to correct the issue (original post here: http://www.fordescape.org/forum/201...-fault-service-now-runs-rough-p0236-code.html).
My vehicle has been in and out of the dealership multiple times, parts have been replaced (PCM and MAP sensor), and still the issue persists. While they have provided me with a loaner while it's in the shop, it's never been an equivalent vehicle, usually a Fusion or Fiesta, which is what I've been driving since the end of December.
I feel I've been very patient, but my patience is quickly running out. Some things that have really turned me off:
I've opened two or three cases with the Ford Customer Service Manager via this forum's Ford Service representative, however these have not had any positive result. The first couple of times, I was told that the issue would be escalated with the dealership, however I don't think anything actually resulted. The third time my case was closed because I hadn't called him back while I was on vacation (which I informed him of in advance), and I had left him 2 or 3 voicemails with no call back before I finally reached him and was told that my incident had been closed because I didn't call him back. Was basically told there wasn't anything he could do for me, nor could his boss. He said he'd check into it again, but I never heard back.
I keep being told different things by the dealership. My first service rep (who no longer works for dealership) informed me that unless they could duplicate the issue, or if I could bring it in while happening, that there wasn't anything more they could do. Problem finally occured while the dealership was open on a Saturday, but they didn't have a technician there that could do the diagnostics that needed to happen. They pulled codes, but apparently this wasn't what was needed.
Then, I finally had the problem happen during the week while the dealership was open, so I drove it in. Important to note, that the codes for this problem are "lost" if the vehicle is powered off. Told service manager that I had the vehicle running so that codes could be pulled, she said she'd see if someone could take a look at it. Made her aware that problem went away if vehicle was turned off, so it needed to remain on. She sent another service advisor out to tag it/get mileage, he turned the car off. He told service manager that the message was no longer there -- this was not true. Was given Fiesta as loaner.
The new service rep told me later that they were having someone from Ford come in to assist in troubleshooting. Service manager later told me that wasn't the case. New service rep told me that a part had been ordered and I'd have my vehicle back today (1/19/16), service manager called yesterday to say they needed to get the problem to happen before they could do the repair. Told her I already brought it in while problem happening, but they turned vehicle off.
It's been over 6 months now since I first had the issue, and I honestly don't feel that Ford or my dealership have done anything to make it right by me. I've documented this issue happening at least 15 times between 6/18/15 and now, and I really don't know where to go with it. I really wanted to give Ford the benefit of the doubt on this, but I am starting to feel that they really don't care. I purchased an extended warranty from Ford (ESP Premium $0 deductible, 125,000 miles/7 years) to provide peace of mind for this very type of issue, and I don't feel they've kept their end of the deal.
So here's what I want to know: If this was you, how would you proceed? Should I escalate this with the GM of the dealership? Is there someone higher up at Ford I could appeal to (besides the region CSM)? At this point, what would be reasonable for me to ask for? Ultimately I just want the issue fixed and my Escape back, but if this is really that difficult of an issue to resolve, at what point should other options be considered? Please let me know what you think.
Thanks,
Brian
My vehicle has been in and out of the dealership multiple times, parts have been replaced (PCM and MAP sensor), and still the issue persists. While they have provided me with a loaner while it's in the shop, it's never been an equivalent vehicle, usually a Fusion or Fiesta, which is what I've been driving since the end of December.
I feel I've been very patient, but my patience is quickly running out. Some things that have really turned me off:
I've opened two or three cases with the Ford Customer Service Manager via this forum's Ford Service representative, however these have not had any positive result. The first couple of times, I was told that the issue would be escalated with the dealership, however I don't think anything actually resulted. The third time my case was closed because I hadn't called him back while I was on vacation (which I informed him of in advance), and I had left him 2 or 3 voicemails with no call back before I finally reached him and was told that my incident had been closed because I didn't call him back. Was basically told there wasn't anything he could do for me, nor could his boss. He said he'd check into it again, but I never heard back.
I keep being told different things by the dealership. My first service rep (who no longer works for dealership) informed me that unless they could duplicate the issue, or if I could bring it in while happening, that there wasn't anything more they could do. Problem finally occured while the dealership was open on a Saturday, but they didn't have a technician there that could do the diagnostics that needed to happen. They pulled codes, but apparently this wasn't what was needed.
Then, I finally had the problem happen during the week while the dealership was open, so I drove it in. Important to note, that the codes for this problem are "lost" if the vehicle is powered off. Told service manager that I had the vehicle running so that codes could be pulled, she said she'd see if someone could take a look at it. Made her aware that problem went away if vehicle was turned off, so it needed to remain on. She sent another service advisor out to tag it/get mileage, he turned the car off. He told service manager that the message was no longer there -- this was not true. Was given Fiesta as loaner.
The new service rep told me later that they were having someone from Ford come in to assist in troubleshooting. Service manager later told me that wasn't the case. New service rep told me that a part had been ordered and I'd have my vehicle back today (1/19/16), service manager called yesterday to say they needed to get the problem to happen before they could do the repair. Told her I already brought it in while problem happening, but they turned vehicle off.
It's been over 6 months now since I first had the issue, and I honestly don't feel that Ford or my dealership have done anything to make it right by me. I've documented this issue happening at least 15 times between 6/18/15 and now, and I really don't know where to go with it. I really wanted to give Ford the benefit of the doubt on this, but I am starting to feel that they really don't care. I purchased an extended warranty from Ford (ESP Premium $0 deductible, 125,000 miles/7 years) to provide peace of mind for this very type of issue, and I don't feel they've kept their end of the deal.
So here's what I want to know: If this was you, how would you proceed? Should I escalate this with the GM of the dealership? Is there someone higher up at Ford I could appeal to (besides the region CSM)? At this point, what would be reasonable for me to ask for? Ultimately I just want the issue fixed and my Escape back, but if this is really that difficult of an issue to resolve, at what point should other options be considered? Please let me know what you think.
Thanks,
Brian
1 - 8 of 8 Posts
I can feel your pain. I've been complaining and moaning about my Ford dealership ever since my first visit to the service department. It's to the point where I don't trust them to do a decent job on my vehicle. Ford Corp. has been good to me, but that doesn't solve the systemic problem of poor service from dealerships. Folks on this site always say "take it to another dealer". That is not a solution for many people, it's just a cop out. Really sad state of affairs considering these vehicles are selling like hot cakes.
Unfortunately, most people only shop for a car. Just as important is to shop for a good dealer, especially in the service dept., not found, no sale. If enough people did this, the bad dealer won't last long. BBB reviews and local web searches can raise a lot of flags (but like anything on the interweb, these do need to be read with a grain of salt). Too bad Ford and other makes don't publish dealership reviews received from their surveys.
Have you googled "lemon law" for your state to see if there's any help there on your attorney general's website?
since it's a 2013 maybe wiring harness splice
Yes, unfortunately the problem happened outside of the first year, so lemon law won't apply.Have you googled "lemon law" for your state to see if there's any help there on your attorney general's website?
http://wisconsindot.gov/Documents/dmv/shared/lemonlawbefore.pdf
That was my initial thought when it started, I did some online research and came up with TSB 13-12-12 that fit the symptoms I was experiencing:since it's a 2013 maybe wiring harness splice
I mentioned this TSB when I first brought it in last June, and was told that it did not apply to my vehicle. Funny thing is, my new service advisor told me last week that they were ordering parts to replace the wiring harness, however on Monday the service manager called back to say that Ford wanted to get a "picture" of the computer with the problem happening before they perform the repair. So now I have to wait for them to drive it and hope that it happens while they have it. Problem is quite intermittent, and I have yet to find any way to get it to happen on demand.TSB 13-7-5 has been superseded by TSB 13-12-12
TSB 13-12-12
1.6L OR 2.0L GTDI ENGINE - DRIVABILITY CONCERNS WITH DTCS P0106, P0236 - OR ENGINE FAULT SERVICE ENGINE NOW MESSAGE WITHOUT DTCS - BUILT ON OR BEFORE 10/24/2013
FORD: 2013-2014 Escape
This article supersedes TSB 13-7-5 to add a production fix date, update the vehicle model years, Issue Statement, Part List and Service Procedure.
ISSUE:
Some 2013-2014 Escape vehicles equipped with 1.6L or 2.0L Gasoline Turbocharged Direct Injection (GTDI) engines and built on or before 10/24/2013 may exhibit difficult to start, runs rough, crank no-start, lack of power, loss of RPM or hesitation concerns with diagnostic trouble code (DTC) P0106 and/or P0236. An Engine Fault Service Engine Now message may also be displayed without any DTCs in self test. These conditions may be caused by a wiring concern in the signal return splices.
1 - 8 of 8 Posts
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