2011 Explorer Power Steering Issue

[amandajane81]

Thanks for the warm welcome, Peter. I did file a report with national highway and traffic safety administration the day after it happened. When I checked today their are 50 complaints filed about the power steering problem and the summaries of the events are almost all identical. It's both good to know I'm not alone and unsettling to know how widespread the problem seems to be.

[controlfreak]

Yesterday I spent a considerable amount of time speaking with one of the NHTSA Safety Defects Engineers working this problem. He's been working EPAS problems for almost 2 yrs. Since we both work for the U.S. DOT, I'm not going to play the middle-man here, but I will provide this info.

The Preliminary Investigation began 6/19/2012. It lasts for 120 days. They have already gathered an enormous amount of data relevant to the problem, and they expect much more in the weeks to come.

There are 4 problems the NHTSA considers critical: acceleration, braking, steering, and fire, so our problem is considered critical.

(This one's for Vulnox) When old hydraulic PS systems failed, it took about 3-10 units of force to work the steering without power assist. In these Explorers it's taking 60, yes, 60 units of force to overcome the resistance of the failed EPAS. Those of you that experienced the failure know what you were up against.

So until at least the end of October, we have nothing but the rack & pinion replacement that Ford has recommended. We know from previous posts that the "fix" may or MAY NOT work. So while we await further developments, everyone please remain mindful of the potential failure, and be extra cautious when you're driving! As we say in my profession, leave yourself an out.

[TigerWebb30]

Just wanted to give everyone an update. The dealer I took my explorer to has tried changing a control module twice, which didn't fix the problem and now they have ordered the steering rack. They ordered it sometime toward the first of the week or the end of last (I can't remember now) but it is on back order just like everyone else's. They can't even tell me approximately how long it is going to be before they can get it. All they can tell me is they will call when it gets here and they put it on. So I have been without my explorer now for 17 days and counting and still don't know when it will be fixed. I don't know about everybody else, but I think this is a little ridiculous. I can't even get a loaner because the dealer I took it to doesn't have any. So I am just sitting here at their mercy. The bad thing is, I know the dealer can't do anything more to speed up the process because they can't get the part to fix it. This gives me a real bad taste for Ford in general. They should have a solution for this problem by now or at least have the parts on hand to fix it.

[CLOTAGAMES]

Got ours back today-Was at dealer since 6/26. Had told me same thing-Ford could not provide a date when part would be in. Are they not building new explorers everyday? More worried about profit and keep plant running than fixing units in field that are a huge safety issue. This will be my last Ford!

[ercole]

For count purposes, it happened to me on the way into work this morning. Glad it happened while I was driving it as I've been waiting for it to happen. My wife had the kids and the X yesterday and I forgot to brief her on this potentially happening. I shudder to think how my Monday evening would have gone if this occurred yesterday with her driving it.

Like everyone here, I kept cool and moved over to the side of the road. But since you're in a semi-panic mode, I forgot to run the vehicle health report before turning the engine off and back on. That cleared it and I then continued on to work. I'll PM Cory and give my dealer a call now.

This blows.

[peterk9]

Originally Posted by ercole

For count purposes, it happened to me on the way into work this morning. Glad it happened while I was driving it as I've been waiting for it to happen. My wife had the kids and the X yesterday and I forgot to brief her on this potentially happening. I shudder to think how my Monday evening would have gone if this occurred yesterday with her driving it.

Like everyone here, I kept cool and moved over to the side of the road. But since you're in a semi-panic mode, I forgot to run the vehicle health report before turning the engine off and back on. That cleared it and I then continued on to work. I'll PM Cory and give my dealer a call now.

This blows.

I hope you added your incident to the file with the NHTSA. Every additional report will help in addressing this safety issue.

Peter

[ercole]

Originally Posted by peterk9

I hope you added your incident to the file with the NHTSA. Every additional report will help in addressing this safety issue.

Peter

Right. Thanks for the reminder Peter.

An FYI, just got off the phone with the service manager at the Ford dealership where I purchased my X. He stated that he was "aware" of the power steering issue, but added that there was nothing in his system of how to proceed. When I mentioned how others on this forum said their entire rack systems were replaced (adding that some are waiting weeks for the part), the service manager said he sees nothing on the Ford system saying to do that. He said to drop off the X and they'll hook it up to diagnostics.

[FordCustSrvc]

Originally Posted by Kevin-Truro,NS

...I'm just a north of your border guy with a few gripes about Ford Canada...

Kevin-Truro,NS,

Have you tried calling the Ford of Canada Customer Relationship Centre @ 1-800-565-3673 for your concerns?

Originally Posted by amandajane81

Thanks for the warm welcome, Peter. I did file a report...

amandajane81,

I see your PM in my inbox; please expect my reply by the end of the day today.

Originally Posted by controlfreak

...So while we await further developments...

controlfreak,

I confirmed you have a follow-up call from your regional Customer Service Manager scheduled. I also sent you a reply; please see your inbox for the details.

Originally Posted by TigerWebb30

...but it is on back order just like everyone else's...

TigerWebb30,

I want to help by escalating this; please see your inbox for my last PM.

Originally Posted by CLOTAGAMES

...Had told me same thing-Ford could not provide a date when part would be in...

CLOTAGAMES,

I replied to your message requesting your Explorer’s info; please send those details so I can escalate your concern.

Originally Posted by ercole

...I'll PM Cory and give my dealer a call now...

Thank you for letting me know, ercole. I’ll send you a reply before the end of today.

Cory

[rsscully]

Just an update on my situation. I got my Explorer back on 7/24/12 and had dropped it off on 6/25/12. The dealership had it for almost one month. The call I got from the dealership was almost a close call. He informed me that when checking to see if my rack (ESP) had come in the service manager told him it had not and that they were now back-ordered until mid-September. After talking to the parts manager he discovered that my part was indeed in and they proceeded to replace it.

Ford provided me with a rental Explorer the entire time and ended up footing a bill from Enterprise for over $2000 (~$79 per day), in addition to the replacement part and labor. I can foresee this Steering issue becoming a huge headache and expense for Ford.

I picked up my vehicle and only drove it from the dealership to my house. I can already tell I am going to have to take it back because it is pulling to the left and seems to be misaligned. The service performed states that they replaced the steering gear (ESP) and adjusted the toe-in and road tested. I am going to let my wife drive it without telling her what I think is wrong and see what she thinks. Maybe it is just in my head but I think the steering is off and I just don't feel good about driving the vehicle anymore. I feel safer in my 2007 Versa with 114000 miles.

To those still waiting for their Explorer to be repaired I hope the information I received about the September back order is incorrect. Keep filing those NHTSA complaints. Overall I think I was treated fairly (pending the alignment issue) but if I had to wait until September I would have been extremely pissed off and not so patient in dealing with Ford and the dealerships. Now a decision has to be made whether or not to "dump" the explorer at a loss or buy an extended warranty before I put more miles on the vehicle and keep it. I would really have been screwed if I had to shell out the ~$2000 for the rental car for a month and ~$2000 for the repair.

[ercole]

Can anyone provide me with the name and phone number of a dealer they may have worked with on this situation with the power steering failures? I live in north Jersey, and my regional sales rep has some understanding of the issue, but hasn't had any like my experience first hand. My dealer has not heard of this happening, which was disturbing since when you google "electronic power system failure 2011 Ford Explorer", you're bombarded with pages and pages of news articles on the NHTSA complaint, clearing describing what the driver experienced.

I'd like to offer my rep the name of a dealer who has a good understanding of what happened and maybe has even witnessed it and how to go about getting Ford approval for the eventual repair.

Thanks for any help.

Ercole

[zed512]

Cory, has Ford determined a 100% fix for this issue?

[FordCustSrvc]

Originally Posted by rsscully

...Overall I think I was treated fairly (pending the alignment issue)...

I want to see this taken care of once and for all, rsscully. I can assist by escalating the concern up to your Regional Customer Service Manager. Please send a PM with your VIN, contact information, mileage, and dealer name/state.

Originally Posted by ercole

...I'd like to offer my rep the name of a dealer who has a good understanding of what happened and maybe has even witnessed it and how to go about getting Ford approval for the eventual repair...

Ercole,

Please don’t hesistate to send me a PM with details you want forwarded before your next call from Corey.

Originally Posted by zed512

Cory, has Ford determined a 100% fix for this issue?

I can’t speculate, zed512; I help by getting it in the hands of the right people. Escalating cases allows for the scope of an issue to be clearer. Have you had any troubles since your repair?

Cory

[Razziel24]

Im having the same exact problem, I have a 2012 Base model
Now im really concerned

[BCMC]

I have a 2012 XLT fwd with approx 10,900 miles now, manufactured 12/2011. The power steering fault and Advance trac service lights first appeared sometime in May, 2012. I have had it occur approx a dozen times randomly since then. The latest example was yesterday while entering the freeway. I was making a right turn on a red light, from a stop, so fortunately I wasn't driving fast. It still caught me off guard, as it was midturn, and it caused me to panic I was going to run off the roadway of the onramp and go into the ditch!

I managed to pull to the shoulder and while recovering thought of running a health report. When I returned home and checked the report, it showed a service was needed and the info from the report was being forwarded to my dealer. Appointment is at 11am. We shall see what wisdom I'll receive.

[zed512]

This is making me sh#t scared!

My wife has the 2011 and she hasn't experienced any failure yet (touch wood).

What is Ford's advice to be proactive with this specific failure:

1. Sell the car
2. Wait until my wife and child veer off the high ramps in Texas!
3. Issue a recall and fix this safety issue until someone gets seriously hurt

[jrosner50]

I just got a call from my dealer and they told me my Explorer is ready to be picked up. I dropped mine off on 6/25/2012 and they have had me in a loaner (Nissan) for the duration. My dealer is a Ford/Nissan dealer and only supply Nissans for loaners (wonder why, lol?) I can only hope the replacement parts fix the steering issue. Cory on this forum did escalate my case to a regional service manager who I was in contact with during this process. I was orginally told my parts wouldnt ship until 8/6. During the time Ford had my Explorer I have contacted the NHTSA and filed a report and emailed Consumer Reports who did respond. As a note I have a 2011 XLT, build date was 1/2011.

[kaygee01]

I just bought a used 2011 Explorer and 3 days into owning it, my wife was driving our 3 children and the power steering failed on her on the highway. Scared her to death. I had it happen to me as well. Took it back to dealership. They just let me know they can't recreate it, and there are no codes on it, but it sounds like a rack and pinion issue, and that it's on backorder from Ford. I am nervous to have my family in that truck. I am hoping the dealership takes care of this under their used car warranty. I am just sick about this.

I read about this issue being investigated as a possible recall issue. Any word on this?

Kody

[peterk9]

Originally Posted by kaygee01

I just bought a used 2011 Explorer and 3 days into owning it, my wife was driving our 3 children and the power steering failed on her on the highway. Scared her to death. I had it happen to me as well. Took it back to dealership. They just let me know they can't recreate it, and there are no codes on it, but it sounds like a rack and pinion issue, and that it's on backorder from Ford. I am nervous to have my family in that truck. I am hoping the dealership takes care of this under their used car warranty. I am just sick about this.

I read about this issue being investigated as a possible recall issue. Any word on this?

Kody

Welcome to the Forum kaygee01.
This seems to be happening more and more lately. I also have a 2011 but so far so good although I don't have that many miles on it yet. I hope you took the time to file a comlpaint with the NHTSA. Every one helps in possibly getting a recall on this issue.
Kody, if it happens again, see if you can get it to a dealer right away without shutting it off. This problem seems to correct itself at times when the ignition is cycled.
Good luck.

Peter

[phreaky_d]

I'm about to pick up a new '12 Limited with a build date of 12/11. Can anyone confirm whether this build date should be ok, or is that hard to determine at this point?

[willied]

This is going to hurt Ford big time...sucks for them.