2011 - 2018 Explorer Power Steering Issue

[WoodduckMN]

My 2011 is sitting at the dealer for the second time. The first time they by-passed some electrical connection and told it would fix the problem. Then a couple of weeks later it failed twice in one day. Made another appointment and took it back in. Now they are going to replace the entire rack. They told me there are 1,200 on back order. At least, they gave me a car to drive until it is repaired. May not get it back for a month. Filed the paper work with the NHTSA after the first problem which arrived on the same day it was going back in for the second time.

 

[Jrister24]

I was reading this forum post yesterday thinking how much it would suck to have this happen and it happened to me today in the mall parking lot. I was going around a turn and almost hit a parked car. I'm at the dealership now and they are scanning the car for codes. I'm gonna have to get the rack replaced. Dealership won't give me a rental! Needless to say, I'm mad right now! Going out of town this weekend and now gonna have to pay $100 to rent a car!!

 

[peterk9]

I was reading this forum post yesterday thinking how much it would suck to have this happen and it happened to me today in the mall parking lot. I was going around a turn and almost hit a parked car. I'm at the dealership now and they are scanning the car for codes. I'm gonna have to get the rack replaced. Dealership won't give me a rental! Needless to say, I'm mad right now! Going out of town this weekend and now gonna have to pay $100 to rent a car!!

I would like to suggest that you post in the thread I have indicated above so that everything can be kept in one place.

Peter

 

[Jrister24]

My power steering failed on my 2011 today while driving in the mall parking lot. I almost hit a parked car. I parked & immediately ran the health report (I was reading this forum post just yesterday!). I immediately took it to the dealership. After referring to this forum post, telling him I think the rack needs to be replace, he told me "Can't believe everything you hear on the internet".

He ran my codes and concluded *gasp* that I needed a new steering rack...

Then comes the fun part. I am told the car is not safe to drive, they will keep the car over the weekend, and I am on my own in finding a way to take my out of town trip this weekend.

After many conversations, I finally got the dealership to give me a focus for 5 days. Based on what I'm reading on this forum, I'm not really confident that my explorer will be fixed in 5 days.

 

[jrmexplorer]

My power steering failed on my 2011 today while driving in the mall parking lot. I almost hit a parked car. I parked & immediately ran the health report (I was reading this forum post just yesterday!). I immediately took it to the dealership. After referring to this forum post, telling him I think the rack needs to be replace, he told me "Can't believe everything you hear on the internet".

He ran my codes and concluded *gasp* that I needed a new steering rack...

Then comes the fun part. I am told the car is not safe to drive, they will keep the car over the weekend, and I am on my own in finding a way to take my out of town trip this weekend.

After many conversations, I finally got the dealership to give me a focus for 5 days. Based on what I'm reading on this forum, I'm not really confident that my explorer will be fixed in 5 days.

PM FordCustSvc - Cory will get you in touch with a regional Cust Svc person from Ford. Demand a rental.

 

[WoodduckMN]

I don't understand some of the dealers out there. If the car is unsafe to drive and under warranty why they even question not supplying a rental car for no charge. Glad the Ford dealers I work with in Minneapolis have been so good so far.

 

[FordService]

My 2011 is sitting at the dealer for the second time...At least, they gave me a car to drive until it is repaired...

I’m glad your dealer is taking care of you, WoodduckMN.

My power steering failed on my 2011 today while driving in the mall parking lot...

Jrister24,

I want your concern to be taken care of once and for all. I can help by escalating this up to your regional Customer Service Manager. Please send me a PM with your VIN, contact info, dealer name/state, and approximate mileage.

PM FordCustSvc - Cory will get you in touch with a regional Cust Svc person from Ford...

I appreciate the recommendation, jrmexplorer.

Cory

 

[Jrister24]

Thanks Cory.

I sent you a PM. Hopefully, the dealership is going to take care of me. I'll find out more mid week as to back order status. Thanks for the help!

 

[steve_ltd]

Steering rack was replaced in my 2011 Limited in August 2012. Diagnostic code generated. No wait for part. Seems to have corrected issue, but I only had one failure. NHTSB site has Ford's response to error: safercar.gov ... Click on Vehicle Owners tab, then select Defect Investigations at left. Enter PE12017 in Quick Search, then click on the orange Document Search button. Note I also subsequently had a traction control and ABS failure after this repair-- believe that was a sensor and supposedly unrelated to the steering issue. Also fixed under warranty. Got rental cars for both--have a good dealer here in Texas.

 

[steve_ltd]

I should clarify my last post: I only had one failure involving steering (Power Assist Fault)... before the repair. So it's difficult to really tell if the repair corrected the issue--except perhaps to wait and see over time.

 

[broncoford]

Mireeves97,

My tech adviser informed me that better quality controls were put into place.


I don’t have access to this info, broncoford; I assist by escalating concerns and arranging contact from regional Customer Service Managers.

For those who missed my previous post, please send me a PM with your contact info, mileage, dealer name/state, and VIN so I can help.


I really like seeing your update, Chris; thanks!

Cory

Cory, you are the "official ford rep" and you say you "don't have access" to a contact for the big boss? This sounds like bologna to me. How about where I can find out? Can you ask your boss? What is the name of your boss and contact info? Thanks for your help

 

[FordService]

Thanks Cory.

I sent you a PM. Hopefully, the dealership is going to take care of me. I'll find out more mid week as to back order status. Thanks for the help!

You’re welcome, Jrister24. I appreciate the heads up, but I don’t see your PM in my inbox. Can you please resend it?

Steering rack was replaced in my 2011 Limited in August 2012. Diagnostic code generated. No wait for part...Got rental cars for both--have a good dealer here in Texas.

This is what I love to see, steve_ltd; thanks for taking the time to share.

Cory, you are the "official ford rep" and you say you "don't have access" to a contact for the big boss?...

broncoford,

As I explained before, I help by sending the information up the line through escalation to your regional Customer Service Manager. I see you sent me a PM missing some specifics. I can arrange for you to be called when you PM me your VIN and approximate mileage.

Cory

 

[Razziel24]

The article is not there anymore

 

[velanzia]

^-- it is a good thing I backed it up.

https://docs.google.com/file/d/0B9EekzyTRRA_TnZsVk9tUzR5V0k/edit (PDF)
https://docs.google.com/file/d/0B9EekzyTRRA_aWtSaGk5MENCRTA/edit (Zip)

Hopefully this is what you are looking for

 

[broncoford]

You’re welcome, Jrister24. I appreciate the heads up, but I don’t see your PM in my inbox. Can you please resend it?


This is what I love to see, steve_ltd; thanks for taking the time to share.


broncoford,

As I explained before, I help by sending the information up the line through escalation to your regional Customer Service Manager. I see you sent me a PM missing some specifics. I can arrange for you to be called when you PM me your VIN and approximate mileage.

Cory

Cory, I had no help from the Regional CSM, I am looking for the big boss, not interested in being passed around and hearing the same bs and having to explain my situation in detail at each level. My CSM was useless, unhelpful, and did not respond to my requests in a timely manner. Is there a point person in charge of the CSMs? I am sure they want to address my concerns as I almost died in my NEW 2011 Ford Explorer when the steering failed 4 times. You are in Dearborn? Can't you walk down the hallway? Why all the secrecy with Ford?

 

[Razziel24]

awesome, thanks !!!

 

[peterk9]

The article is not there anymore

If it is the article regarding Ford's reponse to the steering issue, there are links in the thread that deals with the loss of steering. The thread is;

http://www.explorerforum.com/forums/showthread.php?t=320445

Links to the article are on page 15 and 16 for anyone else looking for the report.

Peter

 

[FordService]

Cory, I had no help from the Regional CSM...

broncoford,

Please know I do everything in my power to help and I have to follow the rules. Also, no: I’m not in Dearborn. I see in an earlier post you said you don’t have your Explorer anymore. You can reach out to me via PM with any questions in the future and I’ll be happy to do my best to restore your confidence in Ford.

Cory

 

[Jrister24]

Update on my Explorer: The dealership (Woody Anderson, Huntsville, AL) said the part "wasn't available in the Memphis warehouse" I think that's just a fancy way of saying BACK ORDERED. In the meantime, they didn't give me any grief about keeping the rental car. After driving a Ford Focus for a weekend, it makes me miss having an SUV that much more!

My Explorer has 24K miles. I'm going to be buying the 7/100K ESP and will probably be adding the premium rental car to the plan. I feel so unsafe driving around in an aluminum can with no power!

Will provide another update when the dealership tells me something.

 

[WoodduckMN]

Jrister, I know your feeling, at least my dealer gave me a Fusion to drive for the unforeseen future. My dealer told me there are 1,200 on back order last week and she had no eta on it. She is going to call me when the part ship from the warehouse and then I should have the Ex back in my hand in 3-4 days after that.

I will keep you posted.