Updated to add more to the time line: 4-13-2022
Just to document my current service experience for this issue.
Oct 22, 2021 - Delivered car to the Ford dealership. I included a printout of the TSB and also described what was going on. Showed the Service Writer a video on my phone of my car making the rattling noise, he appeared less than interested in the video. I mentioned other YouTube videos and the forum but was told they are not allowed to look at those and would need to determine on their own if there is a problem.
Oct 26, 2021 - Text Message: "A tech was assigned to my vehicle and has driven the vehicle once today, has tried to get noise to duplicate, has not at this time." After receiving this text I informed them that they don't have to drive it. Just turn it on in the morning and listen. I sent a link to my video and told them to listen at the 1 minute mark. They indicate that all modules have been updated.
Oct 27, 2021 - Tech and shop foreman listened to my video. Foreman wants to find a like model vehicle and compare it. Trying to determine if it is normal.
Oct 28, 2021 - They finally agree, there is a noise that is not normal. (So the TSB did not fix it, no surprise.) Will be a Nov 1 before can get it on a lift to try and locate the noise.
Nov 2, 2021 - Text Message: "Tech is still working on chasing down the noise for us since it occurs for such a short amount of time and goes away as vehicle gets warm its hard to trace. But he is working on it." I responded with "OK thanks, Definitely appears to be fluid pressure related. Will see what the tech finds. I know many others have the issue and Ford knows about it."
Nov 3, 2021 - Text Message: "Tech thinks he has isolated the noise to the back closest to trans case. Getting Foreman involved to verify what he is hearing." Text Message: "Still working on pinpointing this noise for us. The tech stated that the vehicle did not make the noise for them when they tried it the second time. Will let tech know to start a case with Ford regarding the noise to get them to assist also.
Nov 5, 2021 - Text Message: " Tech is getting with team lead in trans, the forman did hear it but it is so hard again to pinpoint. the team lead for trans is out today he will be back in Monday. I will reach back out then for us."
Nov 8, 2021 - Text Message: " Good afternoon, Techs and foreman think they have pinpointed the noise to the transmission there is a similar report open for another exact same issue and ford suggested to replace trans to correct the problem. I am awaiting fords response they typically take 24-48 hours to respond."
Nov 9, 2021 - Text Message: "I have not received any updates from ford at this time. If i do get any updates today I will reach out."
Nov 10, 2021 - Text Message: "Good morning, They believe it to be the damper in the trans the damper is in order does not come in till 11/16. Will be in communication with you on 11/12 too touch base."
I responded with "Is it safe to drive as is until the part comes in? If so then I could pick it up Thursday and bring it back once part is in."
He responded that he would ask and let me know. But I never heard back.
As you can see, going on three weeks. Fortunately I am retired and we can do with only one car for now. So I am not pressuring them to rush this issue. Will see what Ford comes back with.
Nov 11, 2021 - Service advisor called and said I could come pick up the car. I have the car and am waiting on the dealer to call me when the part is in hand. I will take it back at that point.
Nov 18, 2021 - No word on the part as of today. I will give them till Thanksgiving, I will call them and ask for an update on the part status after that. The car is supposed to have had the TSB performed and I can say after driving it for a week, there is no difference in the sound.
Dec 2, 2021 - After no response to my text messages, drive by the dealership. My service guy was not to be found. Talked to another person and she said he was out and indicated that she was not sure when he would be back. She looked up my ticket and also said the tech that was assigned to it was out on paternity leave. So I guess it just fell through the cracks. She promised to get back to me on the following Monday with how we would proceed.
Dec 7, 2021 - New service person called, she asked if I could bring the car back in on Monday the 13th.
Dec 13, 2021 - Dropped off the car in the afternoon. The new service person has been good at calling me every couple of days with updates.
Dec 23, 2021 - Service person called to say the tech has removed the transmission and engine and they are exploring options for determining the path forward for fixing the issue. Sounds like the damper part idea may not be the fix as they thought. My thought is, if you have the transmission out, go ahead and put a new one in. At this point my confidence level is pretty low that this is a vehicle I will trust.
Dec 27, 2021 - Service Person called. Tech says vehicle needs transmission work/replacement. They sent a "Cost Cap" to Ford. Ford will decide if they want them to repair/rebuild or replace the transmission.
Jan 3, 2022 - Service Person called to say Ford approved the repair of the transmission and the parts are on order with expected arrival on Thursday and Friday. (1/6, 1/7). I do not know what the "parts" are but will update further when I have that information.
Jan 7, 2022 - Service Person called to say parts are in except for some single use bolts.
Jan 11, 2022 - Service person left a voicemail detailing that the single use bolts are on back order. They are trying to find another source or way to get the bolts. I suspect from another dealer or something.
Jan 17, 2022 - Service person called to let me know the back ordered parts will be "released" on Jan 21, 2022. She will call me when the parts are in hand and then we willl have a better ETA on when the job will be completed.
Jan 25, 2022 - Service person calls, the parts have been pushed out to Feb 11, 2022. She offers to put me on the list for a loaner car. There is not one available but when one does become available, I will get a vehicle to drive.
This is getting a bit frustrating. They have had the car for 63 days and 43 on this current stretch. I might have to go whine to my sales guy. He has sold us a few cars over the years, not that he could do anything.
Jan 28, 2022 - Service person calls to say they have a rental for me, no cost. Will pick up tomorrow.
Jan 29, 2022 - Picked up the rental, Mustang. I also got the part number of the bolts that we are waiting on. W500743S439 I ordered online to see if I get them before the dealer. Supposed to ship on Feb 2, 2022. They said they will reimburse me.
Feb 2, 2022 - Service person called and left message that the parts(Bolts) are due to arrive on the 11th. The bolts I ordered are supposed to be delivered on the 9th. We will see if they do. I will run them up to the dealer if I get them early enough on the 9th, if not it will be the 10th. Only saved one day, but the Ford date has slipped before.
Feb 7, 2022 - Service person called to say the part is pushed out to Feb 21st. I told her I had the one time use bolts coming in on Wednesday and she said they have the bolts, they are waiting on the Damper. So there was some major communication problem during this as they told me the one time use bolts were outstanding and never said they were waiting on the damper assembly. Oh well. I get to use the rental for no charge until I get my car back.
Feb 16, 2022 - Service Person called to let me know that they are still on track to getting the parts needed on the 21st. She also said my salesman has been communicating with her almost daily to make sure she stays on track.
Feb 19, 2022 - Service person called to tell me they got the parts in a couple days ago and the tech has put the transmission and engine together and back in the vehicle. Bad news is the transmission is making a different noise that does not appear correct. They have a call into the Ford hotline for the next steps forward. In this phone conversation I learned that Ford sent a transmission to them to put in the vehicle back at the end of December and the delay was on parts needed to marry the transmission to the engine and mounting in the vehicle (Damper, single use bolts etc.). I thought they were repairing my transmission not replacing. I was told they would call me once they hear back from Ford. I think this has reached the point that an in person meeting is probably in order as I have been a very patient customer. I don't fault the dealership as much as Ford the manufacturer appears to be the bottleneck on this issue. It maybe time to start talking about this issue being a cause for a Texas Lemon Law candidate.
Feb 24, 2022 - Still not word back on the next steps they will take.
Feb 25, 2022 - Service person called to say they replaced transmission fluid and I think she said they replaced something and the transmission is still making noise. They did this per Ford and the Hot Line. So they have contacted the Hot Line again and are awaiting further instructions.
Mar 3, 2022 - Called my sales guy to ask him if I should open up a case with Ford about the length of time this is taking. He said by all means I could do that. He said he has been talking to the service advisor and the tech almost daily about the vehicle which is kind of cool since this is the first time I have talked to him about it. He said another transmission is coming. While talking to him I got a call waiting from my service advisor. She said the transmission is due to arrive Saturday. So the hope is that by the end of next week we will have a resolution. If your counting, this will be the second transmission they will be trying.
Mar 9, 2022 - Service person called to say the transmission arrived Monday but they are still waiting on the Damper assembly. This is the part that was backordered last time. She indicated this is a one time use part so they need a new one to go with the transmission installation.
Mar 11, 2022 - Dealership rental person called to tell me they need to retire the Mustang I was driving. This is good news as the Mustang was not very good, didn't even support Android Auto. Went to the dealership and they put me in a 2022 Ford Edge Titanium AWD. Now this is more like what I need. At least I now have all the amenities that I had with my Escape. While there I talked to my Service Advisor, she said the Damper and single use bolts have been ordered but doesn't have an eta. She said she will be out next week and that I would not get a call from the dealership unless the parts came in and the vehicle was finished.
Mar 21, 2022 - Service Person called after a week off and said they are waiting on the damper assembly which is backordered. There is currently no eta on it's arrival.
Mar 28, 2022 - Service Person called and said they are waiting on the damper assembly which is backordered. There is currently no eta on it's arrival.
Apr 6, 2022 - Got a call from the dealership rental department. The vehicle I am driving needs to be retired. I went in and they switched me into another Ford Edge, this time an ST trim level. Not as nice as the Titanium we had but not bad. While there I went to speak with my service advisor. She said she was about to call me. The parts are in and the technician hopes to get started on it tomorrow. If all goes well then I may get the car back Friday or early next week. I hope this will be the end of the saga.
Apr 12, 2022 - Got the call that the car is ready for pickup. I turned in my rental and picked up the car. It appears the noise is gone. I will update this post once I have the final paperwork to document what was actually done. She said the tech is still doing the paperwork but wanted to get me the car as soon as possible. She indicated I will get the final paperwork in my email.
Total Days in Shop: 140
Total Days with Loaner car: 73
Percent time of ownership on the shop: 32.18%
I still do not have high hopes for a resolution.
