Problem with new 2014 Explorer

[Doug27]

I bought a 2014 Explorer last week (Dark Side Limited--love the color). 2 days later, I noticed a coolant leak on my garage floor.

I took it in the next day. To make a long story short, it's now 4 days later. They think it needs a heater core (but not completely sure). Heater core was ordered, now there sitting in a box for 2 days. In 4 days, only a visual inspection has been completed. I requested the detail of the procedure to repalce the heater core. As it turns out, the dash, center console, and front seats all have to be removed to take out the heater core (assuming that actually is the problem). Not really interestd in having the dash disassembled and removed (best way I can think of to introduce squeaks and rattles), so I availed myself of the dealership's return policy.

They gave me no issues about that, but I apparently had the only Dark Side Limited with black interior, 302a package and rear bucket seats in the entire country. They are going to order one, but they think we are looking at 6 weeks. I have requested that they get Ford involved. I have no doubt that SOMEONE at Ford can do SOMETHING to assist, I'm just hoping to find the right person. Does anyone have any contact information that might be helpful? I'm thinking maybe the Explorer Product Manager?

For the 2 days that I had it, I loved the Explorer. I couldn't seem to find anyone with a similar complaint, leading me to believe this is a very isolated issue. I understand that these things can happen, but I'm still willing to buy the Explorer--just not that one. I told them I may be the 1 in 100 that didn't just run screaming out the door to go buy something OTHER than an Explorer.

 

[FordService]

I bought a 2014 Explorer last week (Dark Side Limited--love the color). 2 days later, I noticed a coolant leak on my garage floor... They are going to order one, but they think we are looking at 6 weeks. I have requested that they get Ford involved. I have no doubt that SOMEONE at Ford can do SOMETHING to assist, I'm just hoping to find the right person. Does anyone have any contact information that might be helpful? I'm thinking maybe the Explorer Product Manager?...

Hi Doug27.

I'd like to look into this for you and see how I can help. Can you please PM me your name, phone number, VIN, mileage, and dealer info?

Ashley

 

[peterk9]

I bought a 2014 Explorer last week (Dark Side Limited--love the color). 2 days later, I noticed a coolant leak on my garage floor.

I took it in the next day. To make a long story short, it's now 4 days later. They think it needs a heater core (but not completely sure). Heater core was ordered, now there sitting in a box for 2 days. In 4 days, only a visual inspection has been completed. I requested the detail of the procedure to repalce the heater core. As it turns out, the dash, center console, and front seats all have to be removed to take out the heater core (assuming that actually is the problem). Not really interestd in having the dash disassembled and removed (best way I can think of to introduce squeaks and rattles), so I availed myself of the dealership's return policy.

They gave me no issues about that, but I apparently had the only Dark Side Limited with black interior, 302a package and rear bucket seats in the entire country. They are going to order one, but they think we are looking at 6 weeks. I have requested that they get Ford involved. I have no doubt that SOMEONE at Ford can do SOMETHING to assist, I'm just hoping to find the right person. Does anyone have any contact information that might be helpful? I'm thinking maybe the Explorer Product Manager?

For the 2 days that I had it, I loved the Explorer. I couldn't seem to find anyone with a similar complaint, leading me to believe this is a very isolated issue. I understand that these things can happen, but I'm still willing to buy the Explorer--just not that one. I told them I may be the 1 in 100 that didn't just run screaming out the door to go buy something OTHER than an Explorer.

Welcome to the Forum Doug27.:wavey:
Sorry to hear about the problem with your brand new Explorer. I too would hate to have the front part of the interior taken apart, regardless of the mileage. I don't know exactly where the heater core is located in the Ex. In older vehicles when the heater core leaked it tended to drip inside. I assume they have ruled out the rad or a lose hose connection.
We are fortunate to have Ford reps monitoring our forum. One of them, Ashley, has already responded. To send her a PM (private message), just click on the name FordService in the left column and select "send a private message...."
God luck my friend.

Peter

 

[Doug27]

Thanks, Ashley (PM sent).

Also, thanks, Peter. The heater core is roughly in the same position that it always has been (roughly behind the glove box). It is now encapsulated in a casing that directs any leakage outside of the passenger compartment--a definite improvement over the traditional method of using wet carpet to determine a leak!!! The way it is bolted to the dash, however, requires you to remove the dash and flip it over to remove. Definitely not a part they expect to be serviced regularly. The dealership did order me a new Explorer today, just hoping to not have to start all the way at the back of the line.

 

[LukerDooker]

...jeez where tf are these parts being made?

 

[FordService]

Thanks, Ashley (PM sent)...

Hi Doug27,

I received your PM and responded. Check out your inbox for your case escalation information. If you need any additional assistance or have any questions, just let me know.

Crystal

 

[rbreding]

Doug27, please update this so we know what the resolution was once its final.

Thanks

 

[Doug27]

Thanks to Ashley and Crystal for intervening. I did get a call from Debbie (a Ford Customer Service Manager) this morning.

She advised me that Ford's policy would be to repair the vehicle under warranty. She understood that the dealership was ordering a repalcement vehicle pursuant to their return policy, but that Ford has no such policy. She did say that she would look into the order of the replacement vehicle, but didn't know if she would be able to do anything to facilitate a quicker production. She promised to check back with me in a week.

Interestingly enough, she said that she called the dealership this morning and the Explorer has been repaired. When I left there at 1:20 PM yesterday, it had not been touched and was still sitting in the parking lot leaking. At 8:50 AM, I am told that repairs have been completed. Definitely a lot of work to get done in a very short time. Kudos to anyone who is able to get a job like that completed that quickly. If only they had been as speedy when the part arrived at 10 AM Wednesday morning. Had they just gotten it done that day (which apparently would have been possible) and called to tell me it was ready, I would have picked up the vehicle without investigating all the details of the procedure (I only got into the middle of that when I didn't get good answers on Wednesday evening). I guess sometimes seemingly bad things happen for good reasons.

I'll keep everyone posted as this progresses.

 

[FordService]

Thanks to Ashley and Crystal for intervening. I did get a call from Debbie (a Ford Customer Service Manager) this morning...

You're welcome, Doug27; I'm glad things are moving in the right direction. Feel free to contact me if you need any additional help.

Crystal

 

[blwnsmoke]

Doug, the dealership should be able to get in touch with their zone rep and get the process moving faster. I'd request that ASAP. The highest priority a dealership can do is give it a 10 (lower the number the better). The zone rep can actually go in and lower them number which can get it scheduled much faster then a "10" which is still a standard order.

 

[Doug27]

Thanks for the info. The order shows a priority of 10. The sales manager indicated that they spoke with Ford and have it scheduled at a priority level of 01 at Ford's recommendation. Not sure how all of that will play out. I'm hopeful that all means that it is moving in the right direction.

 

[Doug27]

Just a quick update. It would appear that everything is progressing on the order of the replacement Explorer. I sent a PM to FordService here earlier today to request tracking of the new one. I'm not sure how soon an update will be available. I'll let you know once I hear back on that.

The customer service manager from Ford had promised me a followup call last Friday. I never heard from her. Probably no loss. When we last spoke, she was only really able to re-iterate to me that Ford's preference was to repair the vehicle under warranty and that the return policy was definitely not a Ford policy. She also could only refer me back to the dealer for any questions that I had. She was not at all willing to help me speak with anyone else at Ford. Interesting that I have to go through a third party if I want to speak to someone higher up the chain at Ford (a Ford employee doesn't know how to connect me with a knowledgeable person at Ford!).

On a brighter note, the sales staff at the dealer has been great. They did repair the original Explorer and I am now driving it as a loaner while awaiting arrival of the replacement. I'll continue to update as this progresses.