principalpony
Member
- Joined
- November 12, 2013
- Messages
- 39
- Reaction score
- 1
- City, State
- Michigan
- Year, Model & Trim Level
- Ford Explorer Limited 2.0
What to expect from Ford when you encounter a problem.
Our Case History:
Vehicle – Ford Explorer Limited with 2.0L Ecoboost Engine
Problem – Poor fuel economy. EPA rated Hwy – 28 mpg. What we typically get 25 mpg on 95% all hwy driving with consistent speed of 70-75 mph, very cautious driving with slow acceleration (almost no downshifts from 6th gear). Comparison of mpg with several other Explorer (all V6) owners with similar driving getting the same 24 mpg and Consumer Reports testing of Explorer AWD V6 achieving 26 mpg @ 65mph test cycle – by comparison our Ecoboost also got 26 mpg at consistent 65 mph. Using EPA ratings for comparison, the 2.0L should have achieved 5mpg better = 31 mpg. As a former ASE Certified Master Auto Tech for 25 years and auto instructor for 15 years, I have the knowledge and experience about cars to understand the factors affecting fuel economy.
Testing at 2 Ford Dealers:
11/18/13 LaFontaine Ford in Lansing, MI – tested at 60 mph for ~ 3miles – got 28.3 mpg.
01/14/14 Jarrett-Gordon Ford in Davenport, FL – testing cycle – got 22 mpg. All testing results sent to Ford.
Ford Customer Service first contacted late November. Ford Customer Service Representative, Sally Trimble, Case #CAS-3674435-R5V3W3 . BTW Ms. Trimble was/is excellent! Several conversations and emails leading to testing in FL. Ford response to test results – everything operating within parameters. No problems found.
Escalated to Ford Consumer Affairs. Only was to communicate with them is snail-mail. Sent first letter on 4/30/14 – 2.5 pages + support documentation. Reply by Representative, Chris Willis, Case #CAS-4382078 dated 5/12/14. Letter basically stated the testing results were normal, but if the problem gets worse, feel free to see our local dealer.
Not satisfied, we sent another letter to Mr. Willis asking what value did we get for our $1k investment in the Ecoboost engine if Ford is telling us there is no problem with the low fuel economy. Mr. Willis responded with a form letter thanking us for contacting Ford.
Escalated to Ford Executive Liaison Office with letter dated 7/7/14 (again only snail-mail). No response at all for over a month. Contacted Ms. Trimble and discovered the department indicated on the envelop was incorrect. It needed to state “Ford Executive Liaison Office”. Sent another letter dated 8/13/14 from Representative Marie Glaou, Case #CAS-5078568-X9S4V3 . Basically a form letter about issues affecting fuel economy.
Current Status:
It is clearly evident that Ford is doing everything to discourage and frustrate us. At this point we could just give up, in which case Ford wins this battle, but at what cost? How likely would you be to consider Ford products in future purchases with this kind of experience?
We are hoping this thread may result in someone with Ford, who actually values current their customers, will find a way to have us contacted. Hopefully that would result in some kind of resolution, not just further frustration.
Our Case History:
Vehicle – Ford Explorer Limited with 2.0L Ecoboost Engine
Problem – Poor fuel economy. EPA rated Hwy – 28 mpg. What we typically get 25 mpg on 95% all hwy driving with consistent speed of 70-75 mph, very cautious driving with slow acceleration (almost no downshifts from 6th gear). Comparison of mpg with several other Explorer (all V6) owners with similar driving getting the same 24 mpg and Consumer Reports testing of Explorer AWD V6 achieving 26 mpg @ 65mph test cycle – by comparison our Ecoboost also got 26 mpg at consistent 65 mph. Using EPA ratings for comparison, the 2.0L should have achieved 5mpg better = 31 mpg. As a former ASE Certified Master Auto Tech for 25 years and auto instructor for 15 years, I have the knowledge and experience about cars to understand the factors affecting fuel economy.
Testing at 2 Ford Dealers:
11/18/13 LaFontaine Ford in Lansing, MI – tested at 60 mph for ~ 3miles – got 28.3 mpg.
01/14/14 Jarrett-Gordon Ford in Davenport, FL – testing cycle – got 22 mpg. All testing results sent to Ford.
Ford Customer Service first contacted late November. Ford Customer Service Representative, Sally Trimble, Case #CAS-3674435-R5V3W3 . BTW Ms. Trimble was/is excellent! Several conversations and emails leading to testing in FL. Ford response to test results – everything operating within parameters. No problems found.
Escalated to Ford Consumer Affairs. Only was to communicate with them is snail-mail. Sent first letter on 4/30/14 – 2.5 pages + support documentation. Reply by Representative, Chris Willis, Case #CAS-4382078 dated 5/12/14. Letter basically stated the testing results were normal, but if the problem gets worse, feel free to see our local dealer.
Not satisfied, we sent another letter to Mr. Willis asking what value did we get for our $1k investment in the Ecoboost engine if Ford is telling us there is no problem with the low fuel economy. Mr. Willis responded with a form letter thanking us for contacting Ford.
Escalated to Ford Executive Liaison Office with letter dated 7/7/14 (again only snail-mail). No response at all for over a month. Contacted Ms. Trimble and discovered the department indicated on the envelop was incorrect. It needed to state “Ford Executive Liaison Office”. Sent another letter dated 8/13/14 from Representative Marie Glaou, Case #CAS-5078568-X9S4V3 . Basically a form letter about issues affecting fuel economy.
Current Status:
It is clearly evident that Ford is doing everything to discourage and frustrate us. At this point we could just give up, in which case Ford wins this battle, but at what cost? How likely would you be to consider Ford products in future purchases with this kind of experience?
We are hoping this thread may result in someone with Ford, who actually values current their customers, will find a way to have us contacted. Hopefully that would result in some kind of resolution, not just further frustration.