ltjball
Member
- Joined
- September 29, 2015
- Messages
- 14
- Reaction score
- 0
- Year, Model & Trim Level
- 2015 Explorer
I have had the TSB done, it did not completely resolve the problem. Still have the sulfur smell entering the cabin and it does not matter if rear air is on or off, does not matter if in recirculate or max. The smell is also on the exterior of vehicle, if you happen to pick up someone curbside you will smell the same odor. Also if you have ever been behind another new Ford, pick a Ford any Ford you will smell the same odor and they do not necessarily need to be accelerating.
I had a case # opened when I had it in the dealer for the TSB. After the TSB repair was done and I noticed it still had the problem I contacted Ford area customer service and ask if there was anything they could do to resolve the problem and was informed that there is not any other repairs and she said she was closing the case and hung up. Contacted the dealer to make sure she was not missing anything and presumably they contacted Ford and was told there are no other repairs.
Recently contacted Ford corporate through the website to inform them on how unhappy I was, because the vehicle still has this problem. Received email from customer service and was told that an area manager would contact me within 24 hours, that was 2 weeks ago. Emailed her back and no response, emailed her again and no response. So now they wont even acknowledge me or respond in any manner. The dealer will not take it in for repair because there is nothing available for them to do. 10000 miles on vehicle and can not stand to drive it and Ford will not even acknowledge they have problem or attempt to repair the problem.
This was my first Ford purchase ever, it will be my last. I have had vehicles with problems before and have never been treated like this. At least there were attempts made to repair the vehicle and never was there a lack of communication. It is really hard to imagine that a company like Ford would allow this to continue for what 5 years now. It is even harder to imagine,(well maybe not) that they do not have an engineer that is able to resolve this problem.
That is terrible customer service! I went in to my dealer armed with photo and video proof of CO in the passenger cabin. If CO is getting in so is every other nasty exhaust chemical. After all of the horror stories on here I was prepared for the worst case scenario such as yours. To this point the Dealer and Ford's area customer service manager have been very helpful trying to resolve this issue. My 2015 Limited with 1600 miles is in for the 2nd time right now and is on day #10 without a fix.