Is this vibration normal?

[houtzb]

My Explorer was in yesterday to be driven by the Regional Ford Service Engineer. The Zone Service Manager was also there so they both drove it. I was told that the vibration I have been experiencing is "characteristic of the vehicle" and that Ford will no longer pay for any more troubleshooting. I can't tell you how much I regret buying this vehicle!

To make matters worse, it feels like they knocked out the alignment and possibly balance in at least one of the tires...

 

[peterk9]

My Explorer was in yesterday to be driven by the Regional Ford Service Engineer. The Zone Service Manager was also there so they both drove it. I was told that the vibration I have been experiencing is "characteristic of the vehicle" and that Ford will no longer pay for any more troubleshooting. I can't tell you how much I regret buying this vehicle!

To make matters worse, it feels like they knocked out the alignment and possibly balance in at least one of the tires...

If indeed it is a "characteristic of the vehicle", then why doesn't everyone have the same problem???:scratch:

 

[RandyH2]

We do.... At least that is their story to me as well. I think my next step is going to be taking a new one for a test drive to see how it feels.

After my last brush-off by the Ford team, I have been trying to tell myself that it is not a big deal, "just live with it or ignore it". That has made some change in my dissatisfaction level but hasn't change the problem. The vibration is definitely still present, sporadically, as noted by the service manager during our test drive but not noted in his report.

I took an Acura MDX for a test drive the other day. I'll probably clean up my Ex and post it on Craig's list. If I can get a good price for it, it'll be gone. That will be good for Ford as I won't be on this forum pointing out all of my problems with the vehicle. .

I think what gets me the most about this experience is the lack of desire to fix the problem- no tire balance check, no checking to see if a bolt is loose in the suspension ("no way a bolt could be loose" Sure- like the improperly welded piece discussed on this forum many months ago), anything more than the nothing done to date.

 

[RandyH2]

I guess I have to believe that the problem is truly one of vehicle design and that is why the service manager said he wouldn't know where to start to fix it. If it is a design problem I feel like there should be an option for me to get a different vehicle with no financial penalty. I'm not looking for a free-ride or some abuse of the system. Rather, I am a "car guy" to some degree and get enjoyment from driving- but not from driving a vehicle with vibration issues. What would make me happy: Ford buys back the vehicle for $3500 less than I paid for it (includes TTL). They can sell it to some someone who won't even notice the vibration and I can feel like I had a bad experience but walked away from it with a penalty paid and lesson learned.

 

[peterk9]

I guess I have to believe that the problem is truly one of vehicle design and that is why the service manager said he wouldn't know where to start to fix it. If it is a design problem I feel like there should be an option for me to get a different vehicle with no financial penalty. I'm not looking for a free-ride or some abuse of the system. Rather, I am a "car guy" to some degree and get enjoyment from driving- but not from driving a vehicle with vibration issues. What would make me happy: Ford buys back the vehicle for $3500 less than I paid for it (includes TTL). They can sell it to some someone who won't even notice the vibration and I can feel like I had a bad experience but walked away from it with a penalty paid and lesson learned.

Randy, my Limited has been solid. No vibrations at all and I've had the OEM 20" wheels on it and now running the base model 17" steelies with Winter tires.

I'm afraid I don't buy the explanation that it is a "characteristic" or "design" problem, otherwise there would be over 400,000 Explorers with the same issue and I don't for one minute believe that. Why would a company invest so much money into a redesign and testing (MFT excluded) only to produce a vehicle with a "normal vibration"? It just doesn't make sense.:scratch:

 

[houtzb]

Mine is at another local dealership today for the "characteristic" vibration issue. I'm hoping for a little more competence from this one. I also asked them to address the issues that my original dealership failed to or just simply ignored!

 

[FordService]

I guess I have to believe that the problem is truly one of vehicle design and that is why the service manager said he wouldn't know where to start to fix it. If it is a design problem I feel like there should be an option for me to get a different vehicle with no financial penalty...

RandyH2,

I see that you spoke with the Customer Service Manager in your region since this post. Shoot a PM if you’d like me to arrange another follow-up.

Mine is at another local dealership today for the "characteristic" vibration issue. I'm hoping for a little more competence from this one. I also asked them to address the issues that my original dealership failed to or just simply ignored!

houtzb,

I have your Explorer’s information so drop me a line via PM if you’d like a call from the Customer Service Manager in your region again.

Cory

 

[houtzb]

My experience with the second dealership was great - their customer service is top notch. The Service Manager spent a lot of time explaining things to me and was open for any information that I had to offer. Unfortunately it did not result in anything new. They did, however, use EVA equipment that measures vibrations. The device never registered more than 0.06G's. Ford allows to 0.09G's. They used the device on another Explorer and the result was a little higher at 0.07G's.
There was a 2012 Taurus that was dropped off that same day that has the same vibration as my Ex. Sounds to me like there is something in common that is somewhat out of balance in the drive train.

I've discussed this with the Customer Care Team and it has been escalated. If you are experiencing anything like this, I, as well as the Customer Care Team, urge you to call them and report it. The more reports of this, the better a chance that engineering will look into it.

 

[letzleta]

Sorry to revive an old thread, but did anyone get this issue resolved? I believe my EX has the same vibration.

 

[houtzb]

Nope, always been told "it's characteristic of the vehicle".

 

[xplanfan]

Sorry to revive an old thread, but did anyone get this issue resolved? I believe my EX has the same vibration.

Yes, my EX's vibration is the same as day one. I now have 8500 miles.
Below is he follow-up response that I received from Ford Customer Service awhile back regarding the investigation of this issue.

Hello xxxxxx,

Thank you for contacting Ford Motor Company. My name is Julie and I'm from Ford's Customer Service Department.

I'm sorry to hear about the vibration on your 2012 Ford Explorer. I understand you're upset the issue still exists after multiple repair attempts done by Bommarito Ford.

To assist you, I contacted the Dealership and verified your concern with Service Manager xxxxxxxx. According to their records and assessment, your vehicle is operating within Ford specifications. Service Manager xxxxx advised me they performed Ford Technical Hotline recommendations and compared your vehicle with another 2012 Ford Explorer.

As they serve as our experts on the operation of your vehicle, concur with the Dealership's assessment. If the condition change, please do not hesitate to speak with Service Manager xxxxxx. You can reach him at (314) 895-0600.

You may also seek second opinion from other Ford Dealership. For addresses, maps and driving directions to other Ford Dealer, please visit the Ford Owner website.

www.fordowner.com
- select "Locate a Dealer" under the "Service" tab

Thank you for giving me the opportunity to assist you and I appreciate the time you've taken to write us.

Sincerely,
Julie
Customer Relationship Center
Ford Motor Company

** The feedback I received from my service manager was they drove the vehicle, acknowledge there is a vibration, but can't do anything about it because it was normal behavior for this vehicle (explorer). No measurements of the vibration were performed. What ticked me off a bit more was my dealer would give me any paperwork regarding the work performed.

 

[peterk9]

With all the testing that is done on new models, I still have a difficult time believing that they actually have specifications for built in vibrations.:thumbdwn:
There are things that are built to vibrate, but a vehicle should not be one of them.

Peter

 

[FordService]

Sorry to revive an old thread, but did anyone get this issue resolved? I believe my EX has the same vibration.

letzleta,

I want to help by forwarding the details to the Customer Service Manager for your region. So I can lend a hand, please send a PM with your VIN, contact information, approxmimate mileage, and dealer name/state.

Nope, always been told "it's characteristic of the vehicle".

I have your details from previous messages, houtzb. Are you still feeling this? Please shoot a PM with your current mileage and I’ll arrange a follow-up.

Yes, my EX's vibration is the same as day one. I now have 8500 miles...

I made sure you have a follow-up call scheduled before the end of today, xplanfan.

Cory

 

[xplanfan]

I made sure you have a follow-up call scheduled before the end of today, xplanfan.

Cory

Cory,
I received the follow-up call yesterday - thanks for contacting my CSM. She left a message for me, so I will be getting back to her this afternoon.

xplanfan

 

[xplanfan]

With all the testing that is done on new models, I still have a difficult time believing that they actually have specifications for built in vibrations.:thumbdwn:
There are things that are built to vibrate, but a vehicle should not be one of them.

Peter

I too find it hard to believe.:scratch:

 

[FordService]

Cory,
I received the follow-up call yesterday - thanks for contacting my CSM. She left a message for me, so I will be getting back to her this afternoon.

xplanfan

You’re very welcome, xplanfan; that’s great to hear.

Cory

 

[RandyH2]

Reviving this thread:
Has anyone had the problem resolved?
My local dealership found one front tire to be out of spec. on the Road Force machine and replaced it with a new tire. The vehicle still vibrates, perhaps less than before.

 

[xplanfan]

Reviving this thread:
Has anyone had the problem resolved?
My local dealership found one front tire to be out of spec. on the Road Force machine and replaced it with a new tire. The vehicle still vibrates, perhaps less than before.

RandyH2,
As I mentioned in my response to your other posting in the thread for "Vibration at Highway Speed", unfortunately, I have never been able to completely resolve the vibration issue my 2012 Explorer has at highway speed between 60 and 70 mph. I have taken my Explorer to the dealer several times for this problem and they have performed all Ford recommended actions, but they have only limited affect on the vibration (12K miles on vehicle now). Early on they replaced one tire (20" Hankook 426) as out spec. Another tire has 3 ounces of balance weights which is probably just in tolerance and may be a contributor to the vibration, but I'm convinced the problem is more than just a tire as the vibration seems to stay up front even after rotations. I'm coming due for service soon so I'll bring up the vibration with them once again and report any findings.

 

[RandyH2]

Ford Customer Service: 1-800-392-3673. Press 1 for English, <something I forgot>, 4 for Customer Service. Here in Michigan we are required to go through Ford's arbitration program prior to any Lemon Law action.

 

[isdano]

in my experience a tire out of balance will more likely be noticed in the steering wheel (if front) and in the seat(if rear) now if you say mainly on acceleration and if it gets better when you let off of the throttle i would suspect a worn or stiff u joint.