2011 - 2018 Explorer Power Steering Issue

[controlfreak]

This is not good news!

The steering unit (rack and pinion) is all one unit including the electronic control module. After going out twice and much discussion, mine was finally replaced. In less than 2000 miles, it has gone out again twice in one day.

This is terrible news! So the apparent "fix" may or may not work! Total luck-of-the-draw. Worked for some, but not for dallasdog. Sorry to hear this dallas.

So what are we dealing with here? With it being so random, is this an engineering issue or a parts supplier issue?

I'm not putting my daughter back behind the wheel of this thing HOPING that she's LUCKY enough to have steering on any given day! Give me a break!

Thanks for the shout-out Cory. I wish I could do more!

 

[AJGROGG]

Being Cautious...

Thanks for taking the time to post, willied.


I’m sure you’re glad to have your ride back, AJGROGG.


I am glad to have it back but I'm afraid of it now. I won't drive it on the Interstate for fear that it will happen again. I loved that vehicle but am really cautious now and that's not a good feeling. I'm hoping this will not happen again and I will gain more confidence in it. If not, sadly I will have to trade it in.

 

[AJGROGG]

Thank you, Peter.

Yes, we have filed an NHTSA report. E-mailed Consumer Reports as well. Sent the link for this forum to the dealership's GM. Sent a PM to Cory.

Yes, this is a serious situation. My daughter was so proud of her new rig. Now, like some other members of this forum, she couldn't care less if she ever sees the vehicle again. Yesterday, she was ready to unload it, no matter the loss. She's so afraid that even if it gets "fixed", the problem may still be lurking out there, just ready to rear its ugly head again at the most inopportune time. She said she'll never be able to trust it again. She just wants someone to assure her that after they "fix" this, it will never happen again, and no one seems to be able to do that. Maybe it will last at least another 10,000 miles, and by then she'll have gotten rid of it.

I felt the same way! Still do sort of and I'm just hoping to gain some confidence in that it's fixed and hoping it won't happen again. I love the vehicle...but driving with the fear of it happening again with my young children in the car isn't cool. Looking at options of trading.

 

[FordService]

...Thanks for the shout-out Cory. I wish I could do more!

You’re very welcome, controlfreak. There are still a few PMs in my inbox before yours, so I’ll send a reply by tomorrow at the latest.

...I loved that vehicle but am really cautious now and that's not a good feeling. I'm hoping this will not happen again and I will gain more confidence in it...

AJGROGG,

Our engineers have rigorous safety standards and do constant testing on our vehicles to ensure reliability. I want you to have confidence in your ride; please don’t hesitate to shoot me a message and I’ll get you in touch with the regional Customer Service Manager.

Cory

 

[controlfreak]

We should have seen this coming!

I'm going to go out on a limb here. Because of the unpredictability of electronics, this problem is NEVER going to have a GUARANTEED fix in the way the steering system currently exists! Do you want someone else's opinion? Read this article dated Feb. 10, 2010. Very enlightening!

www.thetruthaboutcars.com/2010/02/whos-afraid-of-electric-power-steering

Oh, I also found a Ford press release dated Jan. 26, 2011 that stated that nearly 90% of Ford & Lincoln models will have EPAS by 2012. Wow! I can hardly wait to be doing 200mph in my 662 horsepower 2013 Shelby Mustang GT500 when the steering fails! Just kidding.

 

[FordService]

I'm going to go out on a limb here...

controlfreak,

In case you didn’t see, I sent a reply to your PM. Please see your inbox for the details.

Cory

 

[amandajane81]

My husband and I bought the '11 Explorer in March. A week and a half ago while driving home from work, the power steering failed. A power steering failure light illuminated on the dash board. The vehicle was able to be pulled safely (thank goodness) into a parking lot (though it was a lot like trying to drive a tractor). After the ignition was turned off for a few minutes and restarted, the problem seemed to be resolved except now there were warning lights illuminated about the traction control system. I drove it to the dealership the next day, and now I too am waiting on the elusive part to fix the problem. I've already sunk over $300 into a rental car. Is it possible to get some help with this, especially if I could be waiting over 3 weeks?

 

[Kevin-Truro,NS]

Customer Service..?

I know this isn't a dangerous issue like losing the ability to steer, I'm just a north of your border guy with a few gripes about Ford Canada. Number 1: I had one torsion bar adjusting bolt broken on my truck from a previous accident it was in. Why was I forced by Ford to buy a package of four? Number 2: I needed new park brake levers for the same rig. How can Ford justify the price they charge? It cost me $101.98 for three of those cheap stamped steel levers. Can't blame that on the exchange rate. Nothing is built with quality, or pride anymore. Corporate greed is going to make the world fall down.

 

[peterk9]

My husband and I bought the '11 Explorer in March. A week and a half ago while driving home from work, the power steering failed. A power steering failure light illuminated on the dash board. The vehicle was able to be pulled safely (thank goodness) into a parking lot (though it was a lot like trying to drive a tractor). After the ignition was turned off for a few minutes and restarted, the problem seemed to be resolved except now there were warning lights illuminated about the traction control system. I drove it to the dealership the next day, and now I too am waiting on the elusive part to fix the problem. I've already sunk over $300 into a rental car. Is it possible to get some help with this, especially if I could be waiting over 3 weeks?

Welcome to the Forum amandajane81.:wavey:
It is unfortunate that this had to be your first post. There are many members who have had this problem. Did you file a complaint as suggested at https://www-odi.nhtsa.dot.gov/ivoq/index.cfm

As for the rental, I checked the Warranty booklet that came with the vehicle and only found that coverage for a rental vehicle is included with Roadside Service. I don't know if the basic warranty covers rentals unless you have taken out the ESP (Extended Service Plan). There are some on here who have taken a rental, perhaps they can clarrify.

Peter

 

[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]

NHTSA investigation

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]

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]

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.

 

[FordService]

...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?

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.

...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.

...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.

...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.

...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]

Finally got it back

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?