2020 Explorer Issues - 4WD Fault, Pre Collision Assist Not Available, Service Advance Trac

[ajustice07]

Wow, good luck with that. Please keep us informed.

I hope you have had good luck! Ford as a whole made a bad product and has horrendous customer service. When my transmission went out, at 23,000 miles, I called Ford customer service. I told them no Ford dealerships (about 8) within a half hour drive could get me in for a month. I understand the issues with car shortages currently, but when I asked them what I was supposed to drive during the wait and then repair, I was told to rent a car!! Unacceptable!!!!

 

[peterk9]

.........................................., but when I asked them what I was supposed to drive during the wait and then repair, I was told to rent a car!! Unacceptable!!!!

What would you suggest they do if no courtesy vehicles are available? In some cases you should be able to get reimbursed or have a portion of a rental cost covered if the repair is under warranty. Also, you have the opportunity to get an ESP that covers 1st day rentals. If I were to by a vehicle that I intend to keep past the factory warranty, I would definitely get a Ford ESP.
Also, here is something from the Warranty Guide, something most owners likely don't bother reading.
Ford and your dealer are not responsible for any time or income that you lose, any inconvenience you might be caused, the loss of your transportation or use of your vehicle, the cost of rental vehicles, fuel, telephone, travel, meals, or lodging, the loss of personal or commercial property, the loss of revenue, or for any other incidental or consequential damages you may have.
If a dealer does supply a loaner, it is usually at their cost.

Peter

 

[ajustice07]

What would you suggest they do if no courtesy vehicles are available? In some cases you should be able to get reimbursed or have a portion of a rental cost covered if the repair is under warranty. Also, you have the opportunity to get an ESP that covers 1st day rentals. If I were to by a vehicle that I intend to keep past the factory warranty, I would definitely get a Ford ESP.
Also, here is something from the Warranty Guide, something most owners likely don't bother reading.
Ford and your dealer are not responsible for any time or income that you lose, any inconvenience you might be caused, the loss of your transportation or use of your vehicle, the cost of rental vehicles, fuel, telephone, travel, meals, or lodging, the loss of personal or commercial property, the loss of revenue, or for any other incidental or consequential damages you may have.
If a dealer does supply a loaner, it is usually at their cost.

Peter

I have an extended warranty.
I don’t care whose cost it’s at, but it should not be mine. The dealership needs to represent Ford and take that cost up with ford. Also the dealerships get a certain number of cars at a reduced rate to be used as loaner cars. They actually cannot sell them until they have x amount of miles. With that being said I’m more than fully aware of the automotive industry struggles of getting new cars out at the moment.
The person who told me this was a representative of Ford. In customer service, that is not an acceptable response. You can say things in different ways to be more or less customer focused and provide a satisfactory experience. I managed customer support for years and that would not have been acceptable from one of my employees. That is horrible customer service, which I’ve had from every Ford entity I have dealt with.
Also, if I have a car that is 1.5 years old with 23,000 miles and it’s been in the shop 4 times (scheduled for 5th next week), since October, with the last time being a transmission replacement, they absolutely need to provide me with a vehicle to drive. If they don’t have one available then they need to provide a rental. When you have to wait 30 days (car was completely undrivable) just to get in for an appointment to have your vehicle evaluated with every Ford dealership within a 30 minute radius (approximately 8), you know they have issues. It costs 7 x the amount to recruit new customers as it does to retain your current ones.. I’d think as a company you would want to create a good light onto your brand and stand behind it. Also, word of mouth is a powerful thing and those with negative experiences are way more likely to talk about said experience(s) than those with a positive experience.
Honestly I know someone at a Chevrolet dealership and they helped me out with a vehicle. That’s customer service. Guess who I’m buying from next time!
I can tell you i will never be buying from any dealership associated with Ford or a Ford period. And that purchase will be soon because the Explorer purchase was a horrible, costly mistake.

 

[Rick]

The car IS smart enough. It should go into deep sleep mode well before there is a risk of dead battery or insufficient power to start. There is definitely something wrong with your car--unless you left it undriven for a couple weeks or more. I'd say there is something wrong with your battery or you have a power drain somewhere. There is a TSB that applies to early MY2020 that involved firmware updates to a number of modules due to power drain and frequent deep sleep.

Ours is a late build '20. It never went into deep sleep mode and the car is daily driven.

 

[blwnsmoke]

I have an extended warranty.
I don’t care whose cost it’s at, but it should not be mine. The dealership needs to represent Ford and take that cost up with ford. Also the dealerships get a certain number of cars at a reduced rate to be used as loaner cars. They actually cannot sell them until they have x amount of miles. With that being said I’m more than fully aware of the automotive industry struggles of getting new cars out at the moment.
The person who told me this was a representative of Ford. In customer service, that is not an acceptable response. You can say things in different ways to be more or less customer focused and provide a satisfactory experience. I managed customer support for years and that would not have been acceptable from one of my employees. That is horrible customer service, which I’ve had from every Ford entity I have dealt with.
Also, if I have a car that is 1.5 years old with 23,000 miles and it’s been in the shop 4 times (scheduled for 5th next week), since October, with the last time being a transmission replacement, they absolutely need to provide me with a vehicle to drive. If they don’t have one available then they need to provide a rental. When you have to wait 30 days (car was completely undrivable) just to get in for an appointment to have your vehicle evaluated with every Ford dealership within a 30 minute radius (approximately 8), you know they have issues. It costs 7 x the amount to recruit new customers as it does to retain your current ones.. I’d think as a company you would want to create a good light onto your brand and stand behind it. Also, word of mouth is a powerful thing and those with negative experiences are way more likely to talk about said experience(s) than those with a positive experience.
Honestly I know someone at a Chevrolet dealership and they helped me out with a vehicle. That’s customer service. Guess who I’m buying from next time!
I can tell you i will never be buying from any dealership associated with Ford or a Ford period. And that purchase will be soon because the Explorer purchase was a horrible, costly mistake.

They have zero obligation to give you a loaner, doesn't matter how many times your vehicle is serviced. They are required by the warranty to pay for repairs and only repairs.


And the demo vehicles you are referencing with no being able to sell with X miles on them are not loaner vehicles. Ford gives the dealer demos for new vehicles launches. The Bronco, Bronco Sport, F150 lightning etc were being given to dealers for test drives. And those are the ones that can't be sold till they hit a set amount of miles. Has nothing to do with loaner vehicles while your car is waiting for service.

And if you have a FORS ESP and not a 3rd party, then you are entitled to a loaner so not sure why you are not getting one.

 

[ajustice07]

They have zero obligation to give you a loaner, doesn't matter how many times your vehicle is serviced. They are required by the warranty to pay for repairs and only repairs.


And the demo vehicles you are referencing with no being able to sell with X miles on them are not loaner vehicles. Ford gives the dealer demos for new vehicles launches. The Bronco, Bronco Sport, F150 lightning etc were being given to dealers for test drives. And those are the ones that can't be sold till they hit a set amount of miles. Has nothing to do with loaner vehicles while your car is waiting for service.

And if you have a FORS ESP and not a 3rd party, then you are entitled to a loaner so not sure why you are not getting one.

Check your facts.. You aren’t getting the whole point of my comment….

 

[blwnsmoke]

Check your facts.. You aren’t getting the whole point of my comment….

Everything I stated was fact.

 

[ajustice07]

Everything I stated was fact.

That’s funny, my husband is a manager at a dealership. What I stated on the loaner cars is exactly how it works.

 

[ajustice07]

That’s funny, my husband is a manager at a dealership. What I stated on the loaner cars is exactly how it works.

I’m not going to debate this anymore, it has become a waste of time. My whole point was Ford produced a piece of crap vehicle and the 2020 Explorer isn’t the first. They need held accountable. I am fully aware that they will not be. In addition they need to provide good customer service and services to their buyers who have issues during warranty coverage. Word of mouth is everything and a simple internet search tells it all.
I’m not sure if you work for Ford or what, but you certainly are protective of them and all around argumentative. Bye

 

[peterk9]

That’s funny, my husband is a manager at a dealership. What I stated on the loaner cars is exactly how it works.

Even if that is how it works, if the dealership doesn't have any available then they can't supply you with one. The bottom line is that Ford is under no obligation to provide loaners in the first place as stated in the Warranty Guide. In a perfect world, you should be provided with a loaner and prior to the past 2 years you may have received one with no cost to you, the customer. Unfortunately, times have changed, and not for the better.
From your standpoint, they "made a bad product and has horrendous customer service". I am sure that many here would disagree on your assessment of the product, and for customer service a lot depends on the dealership. My experience with my dealership has been excellent and I have had no unresolved issues with any vehicles I've leased from them. Depending upon the ESP you have, you may be able to get a first day rental and be reimbursed for the cost or part of the rental.
Also, dealerships are independently owned, so not all will have the same type of service.

Peter

 

[themishmosh]

I feel like getting warranty work is such a pain that i will do the repairs myself out of pocket if i possibly can. My time is worth much more than the hassle. Not just Ford. Even the local Audi dealer is scheduling service appt a month out! I am glad i dont have the Ford ESP--fingers crossed for no major failures. So far, Ive replaced a tail light (moisture intrusion), the midpipes (failed and rattling flex sections) and the front speed speed sensor even though they probably all are covered under warranty.

 

[ajustice07]

Even if that is how it works, if the dealership doesn't have any available then they can't supply you with one. The bottom line is that Ford is under no obligation to provide loaners in the first place as stated in the Warranty Guide. In a perfect world, you should be provided with a loaner and prior to the past 2 years you may have received one with no cost to you, the customer. Unfortunately, times have changed, and not for the better.
From your standpoint, they "made a bad product and has horrendous customer service". I am sure that many here would disagree on your assessment of the product, and for customer service a lot depends on the dealership. My experience with my dealership has been excellent and I have had no unresolved issues with any vehicles I've leased from them. Depending upon the ESP you have, you may be able to get a first day rental and be reimbursed for the cost or part of the rental.
Also, dealerships are independently owned, so not all will have the same type of service.

Peter

I said I was wasn’t wasting anymore time, but you didn’t restate what I have said correctly.
- if the dealership can’t supply one, I’ve already stated that I believe they should supply a rental. I didn’t say they would or that they were obligated to. Chevrolet has ALWAYS provided me with a loaner vehicle. ALWAYS. I’ve driven a Chevrolet since 2001. This Ford has been a huge mistake. And this is from someone whose parents, grandparents, etc are Ford people and always have been. My husbands Chevrolet dealership still loaned me one when Ford told me to go rent one when my transmission was getting replaced (23,000 miles) 3 weeks ago. Of course there is still something wrong with the Ford and it’s going back to the Ford dealership this week. Shocker…. My husbands Chevrolet dealership is yet again helping me with a loaner vehicle because Ford will not
- I’m sure you are right because everyone is entitled to their opinion and I’m sure that some people have been lucky. However a quick internet search and the number of this specific vehicle on lots prove that many people also agree with me about this product
- the dealership isn’t who told me to go rent a car, if you read my comments. Ford customer service department told me this. Like I said, there are many ways to deliver bad news such as this, which I would expect from a customer service department at a sizable company. Not go rent one…
- it’s common sense that dealerships are independently owned, I’m fully aware of this. We have at least 8 dealerships within 1/2 hour drive. I have spoken to them all when my transmission went out and I was told they couldn’t get me in to look at it for a month. I was trying to find a different Ford dealership that could get it in quicker. All but one weren’t even pleasant on the phone. I will give credit to the one that was.. the dealership that finally looked at it left dirty paper mats, plastic hanging half on half off my seat, trash thrown in the back floor, had reset some settings and had driven enough to drain 1/2 tank of gas.
- 23,000 miles. 5 times in the shop (not including general maintenance) since October. I have never had issues like this with any car I’ve ever owned and I’ve owned quite a few. In fact I’ve never had an automobile in service 1/2 as much as this one the entire time I’ve owned them.
With all of that and all of the data on the internet I would say that supports my opinion of this model being a piece of crap. Not everyone will share my opinion and I’m sure there were a few that were fine. I’m glad those people haven’t shared my pain.

 

[Dale5403]

Sorry to hear your not happy with your ST. But a number of your complaints don't make any sense. You say you have an extended warranty. Where is it from? The Ford extended warranty does provide for a loaner. Have you read what yours does or doesn't? You state Chevrolet provided a loaner when your ST was in for service. No way will that happen. If your husband is a manager at a Chevrolet dealership he must have pulled some strings foe that. Just my 2 cents.

 

[07EddyB]

Based on the attitude of the OP there is really no reason to continue this conversation. There is no reason to be to be had here - only anger.

 

[blwnsmoke]

That’s funny, my husband is a manager at a dealership. What I stated on the loaner cars is exactly how it works.

At a Ford dealership? Don't think so because that's not how it works with them. And not all Ford dealers have loaners at all. Several go through Enterprise for ESP loaner fulfillments which is who Ford uses nationwide.

And no I don't work for Ford.

 

[ajustice07]

Sorry to hear your not happy with your ST. But a number of your complaints don't make any sense. You say you have an extended warranty. Where is it from? The Ford extended warranty does provide for a loaner. Have you read what yours does or doesn't? You state Chevrolet provided a loaner when your ST was in for service. No way will that happen. If your husband is a manager at a Chevrolet dealership he must have pulled some strings foe that. Just my 2 cents.

Sorry to hear your not happy with your ST. But a number of your complaints don't make any sense. You say you have an extended warranty. Where is it from? The Ford extended warranty does provide for a loaner. Have you read what yours does or doesn't? You state Chevrolet provided a loaner when your ST was in for service. No way will that happen. If your husband is a manager at a Chevrolet dealership he must have pulled some strings foe that. Just my 2 cents.

Thank you. It has had problems one after another. It’s sad because I love the look. I have an extended warranty and always get one, but don’t buy them from the manufacturer. I honestly don’t remember who it is through because my husband dealt with the warranty part (how many miles, how in depth, etc) of the purchase.
Yes my husband is a manager at a Chevrolet dealership. He has talked about all of the issues we’ve had, so his management knows what we have been dealing with, including Ford not providing a loaner vehicle. The last 2 times it’s had to go to Ford Service, he told them it was going again and they told him to take whatever (used car) he wanted off the lot to use.

 

[Dale5403]

Thank you. It has had problems one after another. It’s sad because I love the look. I have an extended warranty and always get one, but don’t buy them from the manufacturer. I honestly don’t remember who it is through because my husband dealt with the warranty part (how many miles, how in depth, etc) of the purchase.
I might be lucky

You should check your extended warranty to see if they provide rental coverage then. I have a Ford ESP on my Explorer but have not needed it in the 2 1/2 years I have had it. The one time I needed to leave it for an extended time my servicing dealer provided one. (This was not the dealer I purchased from due to distance.) This was to fix a small paint defect. So I might be lucky but I sure am happy with my ST.

 

[ajustice07]

You should check your extended warranty to see if they provide rental coverage then. I have a Ford ESP on my Explorer but have not needed it in the 2 1/2 years I have had it. The one time I needed to leave it for an extended time my servicing dealer provided one. (This was not the dealer I purchased from due to distance.) This was to fix a small paint defect. So I might be lucky but I sure am happy with my ST.

That’s great!

 

[hbalek]

ESP starts after the 3year/36K mile warranty ends so most new cars don't need an ESP.

 

[peterk9]

ESP starts afte the 3year/36K mile warranty ends so most new cars don't need an ESP.

Unless you require a first-day rental or a rental vehicle for a few days. BTW, Lincoln is 4 years, 50k miles.

Peter