exilepa
Active Member
- Joined
- April 3, 2011
- Messages
- 83
- Reaction score
- 2
- Year, Model & Trim Level
- 2013 Ruby Red Sport
Those that haven't read my previous post, here is a little background. My Explorer Sport has been experiencing an issue of a buzzing noise being heard through the speakers while the radio is on as the time same time as the heated/cooled seats. The noise is magnified even louder if a phone call is attempted or just pressing the voice command button.
Here is a timeline of events thus far:
4 February 2013 - Vehicle dropped off at Ford dealership to have a few warranty issues addressed. Main complaint being the buzzing noise. I am placed into a 2010 Ford Fusion for a loaner call while they repair my vehicle.
6 February 2013 - I call dealership late afternoon to inquire status as I haven't heard from them yet. I am informed that they have looked into all of my concerns and fixed what they can. The troubleshooting guide says to order a Sync APM. I am also informed that their "tech guy" has been very busy this week.
8 Februrary 2013 - I, again, call the dealership to inquire status. I am told the part did arrive however they have been very busy and their tech guy may come in on Saturday to work on my vehicle.
11 February 2013 - Dealership calls me to inform me they replaced the APM however it did not fix the buzzing noise. The Ford troubleshooting guide tells them the next step is to replace a digital sound converter/filter. They need to order the part. I ask if I can be placed in a different loaner vehicle that is more conducive to my job as I move computer equipment around quite a bit. I am told they 2013 Escape SE they can put me into.
12 Febuary 2013 - I stop by dealership in the morning to pick up the replacement loaner car.
14 February 2013 - I, again, contact the dealership to check on status. I am told they did receive the part however their tech has been very busy and will get to my vehicle later that day.
15 February 2013 - Dealership contacts me to inform me the digital sound converter part did not fix the problem and "Ford engineers" will need to be contacted. Again, I am told their tech guy will come in on Saturday and contact the engineers as they really want to get my vehicle back to me.
19 February 2013 - Dealership contacts me. Ford tells them the next step is to replace the body harness.
22 February 2013 - After ecalation to Ford Customer Service by Crystal I am contacted by the Regional Customer Service Representative at Ford. She says she has talked to the dealership and they are going to replace the body harness. I am informed this a very time consuming repair and she will contact me again on Tuesday to see how things are going. I contact the dealership late in the afteroon as it has again been 3 days since I've been contacted by them. I am informed that they are going to replace the harness and that yet again their "tech guy" may come in on Saturday to work on my car.
26 February 2013 - Contacted by Ford Customer Service as promised. She is told that they have the harness installed in my vehicle and that they are putting the interior back together. She says they service manager has informed her this is normally a 1-2 day process. On a side note, she seems rather annoyed to be dealing with my issue.
27 February 2013 - I am contacted by the dealership. They tell me they have started the process of removing the interior of my vehicle to replace the body harness. I am informed that their "tech guy" had said this a much more involved process than they thought it would be.
1 March 2013 - I am contacted by Ford Customer Service to see if I have my car back and am happy with the repair. She seems rather surprised to hear that I don't have my vehicle back yet and is going to call the dealership to find out what is going on. Here is where things get interesting -- Ford Customer Service calls me back. She has contacted the dealership and told that during the tear down they discovered that they needed to order another part that Ford didn't include in the shipment. I say, "So they had the part in and had to tear it back apart after they had the harness in already?" She says, "Yes." I am livid after hanging up the phone at this point and can't for the life of me undestand why she isn't questioning this obvious conflict of information.
1 March 2013 - The dealership contacts me late in the afternoon to inform me that Ford has told them to halt the repair where they are. I am told something to the effect that the Ford engineers want them to try something with the wiring either adding a wire or re-wiring something. Even the service advisor I am dealing with doesn't seem very clear on this.
I hope you're still with me after all of that! Tomorrow starts the 5th week that my 2013 Explorer Sport has been as the dealership. I will now make my car payment for a vehicle I haven't driven in over a month.
I feel as though Ford Customer Service is useless quite honestly. She is informing of nothing I didn't already know and seems to have no greater power than I do as the consumer. She really does seem she could care less about the situation. I informed her that I have had to keep postponing a vacation I had planned due to not having a sufficient tow vehicle.
I need advice on how to handle this guys. I've never had to deal with something like this before and am generally an easy going/level headed type person. Of course everyone and their brother says this situation is "bullsh$t" and that Ford should "Pay my car payment," or they should "Give me an Explorer off the lot until mine is fixed," or even "Ford should just give you a new d@mn car!"
This is my 4th new Ford in the past 6 years.
I feel powerless and don't know what rights I have as a consumer right now. I do think I am owed compensation but I don't what I should be asking for in this situation.
In my eyes, I've purchased one of the most expensive vehicles Ford sells and I shouldn't be driving a stripped down Escape at this point any longer. One other variable to throw in -- I didn't purchase the Explorer from this dealership however I have purchased from them in the past. I should also mention I have not been back to see my vehicle since this has all started. This will be remedied tomorrow.
Advice? Suggestions? Am I over reacting? Thanks for any help you can give guys!
Here is a timeline of events thus far:
4 February 2013 - Vehicle dropped off at Ford dealership to have a few warranty issues addressed. Main complaint being the buzzing noise. I am placed into a 2010 Ford Fusion for a loaner call while they repair my vehicle.
6 February 2013 - I call dealership late afternoon to inquire status as I haven't heard from them yet. I am informed that they have looked into all of my concerns and fixed what they can. The troubleshooting guide says to order a Sync APM. I am also informed that their "tech guy" has been very busy this week.
8 Februrary 2013 - I, again, call the dealership to inquire status. I am told the part did arrive however they have been very busy and their tech guy may come in on Saturday to work on my vehicle.
11 February 2013 - Dealership calls me to inform me they replaced the APM however it did not fix the buzzing noise. The Ford troubleshooting guide tells them the next step is to replace a digital sound converter/filter. They need to order the part. I ask if I can be placed in a different loaner vehicle that is more conducive to my job as I move computer equipment around quite a bit. I am told they 2013 Escape SE they can put me into.
12 Febuary 2013 - I stop by dealership in the morning to pick up the replacement loaner car.
14 February 2013 - I, again, contact the dealership to check on status. I am told they did receive the part however their tech has been very busy and will get to my vehicle later that day.
15 February 2013 - Dealership contacts me to inform me the digital sound converter part did not fix the problem and "Ford engineers" will need to be contacted. Again, I am told their tech guy will come in on Saturday and contact the engineers as they really want to get my vehicle back to me.
19 February 2013 - Dealership contacts me. Ford tells them the next step is to replace the body harness.
22 February 2013 - After ecalation to Ford Customer Service by Crystal I am contacted by the Regional Customer Service Representative at Ford. She says she has talked to the dealership and they are going to replace the body harness. I am informed this a very time consuming repair and she will contact me again on Tuesday to see how things are going. I contact the dealership late in the afteroon as it has again been 3 days since I've been contacted by them. I am informed that they are going to replace the harness and that yet again their "tech guy" may come in on Saturday to work on my car.
26 February 2013 - Contacted by Ford Customer Service as promised. She is told that they have the harness installed in my vehicle and that they are putting the interior back together. She says they service manager has informed her this is normally a 1-2 day process. On a side note, she seems rather annoyed to be dealing with my issue.
27 February 2013 - I am contacted by the dealership. They tell me they have started the process of removing the interior of my vehicle to replace the body harness. I am informed that their "tech guy" had said this a much more involved process than they thought it would be.
1 March 2013 - I am contacted by Ford Customer Service to see if I have my car back and am happy with the repair. She seems rather surprised to hear that I don't have my vehicle back yet and is going to call the dealership to find out what is going on. Here is where things get interesting -- Ford Customer Service calls me back. She has contacted the dealership and told that during the tear down they discovered that they needed to order another part that Ford didn't include in the shipment. I say, "So they had the part in and had to tear it back apart after they had the harness in already?" She says, "Yes." I am livid after hanging up the phone at this point and can't for the life of me undestand why she isn't questioning this obvious conflict of information.
1 March 2013 - The dealership contacts me late in the afternoon to inform me that Ford has told them to halt the repair where they are. I am told something to the effect that the Ford engineers want them to try something with the wiring either adding a wire or re-wiring something. Even the service advisor I am dealing with doesn't seem very clear on this.
I hope you're still with me after all of that! Tomorrow starts the 5th week that my 2013 Explorer Sport has been as the dealership. I will now make my car payment for a vehicle I haven't driven in over a month.
I feel as though Ford Customer Service is useless quite honestly. She is informing of nothing I didn't already know and seems to have no greater power than I do as the consumer. She really does seem she could care less about the situation. I informed her that I have had to keep postponing a vacation I had planned due to not having a sufficient tow vehicle.
I need advice on how to handle this guys. I've never had to deal with something like this before and am generally an easy going/level headed type person. Of course everyone and their brother says this situation is "bullsh$t" and that Ford should "Pay my car payment," or they should "Give me an Explorer off the lot until mine is fixed," or even "Ford should just give you a new d@mn car!"
This is my 4th new Ford in the past 6 years.
I feel powerless and don't know what rights I have as a consumer right now. I do think I am owed compensation but I don't what I should be asking for in this situation.
In my eyes, I've purchased one of the most expensive vehicles Ford sells and I shouldn't be driving a stripped down Escape at this point any longer. One other variable to throw in -- I didn't purchase the Explorer from this dealership however I have purchased from them in the past. I should also mention I have not been back to see my vehicle since this has all started. This will be remedied tomorrow.
Advice? Suggestions? Am I over reacting? Thanks for any help you can give guys!
