ADVICE NEEDED! Requests from dealer on defective new F150
#1
ADVICE NEEDED! Requests from dealer on defective new F150
I purchased a 2016 F150 XL 2.7 fx4 Supercrew in late June. It immediately began to have AC problems so it was in and out of the shop a couple times with claims that it was fixed. It most certainly was not, so the last time I dropped the truck at the dealer it was July 11th...... I have not had my truck back since (nearly 3 full weeks!!!), but from what I'm hearing it will be ready for pickup today. I have expressed my feelings to the dealer that this is not how I expected my first new car experience to go. I have been provided with a rental car for this period of time, but not having my truck has been very detrimental to my day to day life.
The service manager at the dealer says hes let Ford know about the situation and a case file has been opened. I have not personally heard from anyone at Ford corporate, but the service manager says they have been checking in with him a few times.
So, my request to this community is to share any similar experiences and how I should approach Ford with my obvious dissatisfaction in the product/service. What would be reasonable for me to request or expect them to do for me? Any and all advice is welcome. Thank you for your time.
The service manager at the dealer says hes let Ford know about the situation and a case file has been opened. I have not personally heard from anyone at Ford corporate, but the service manager says they have been checking in with him a few times.
So, my request to this community is to share any similar experiences and how I should approach Ford with my obvious dissatisfaction in the product/service. What would be reasonable for me to request or expect them to do for me? Any and all advice is welcome. Thank you for your time.
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#4
What would be reasonable for me to request or expect them to do for me?
#5
Lemon laws are usually a bad deal for the customer but the THREAT of one will often "encourage" the manufacturer/dealership to finally fix the problem. That's a BIG improvement over the pre-Lemon period when a customer had NO leverage. I had a problem with a (non-Ford) car that I used to own and after the dealer's third failed repair attempt and numerous excuses, I started seriously documenting it's problems and that's when the dealership mechanics finally stopped making excuses and found and corrected the problem.
#6
Thanks all. The latest update on the situation is that the AC is fixed. I had to take the truck back in AGAIN to the dealer after they returned it to me because they left some screws that rolled around in the dash every time i made a turn.
Since the repair the truck no longer feels "new" to me. The plastic is scratched up on some of the dash panels where the tech would pry at it to remove it. I can also hear what i suspect is the drivers side turbo whistling through the dash now, whereas before it was perfectly quite. The service manager is aware of my concerns and seems to want to help, but they couldn't find anything that would be causing more engine noise to be coming through the dash into the cabin. So i'm not sure what to do from here.
After dealing with Ford Customer care, the resolution is that they are going to refund me my first month's car payment because Ford had possession of my truck more than I did the first month ownership. It only seemed fair.
Since the repair the truck no longer feels "new" to me. The plastic is scratched up on some of the dash panels where the tech would pry at it to remove it. I can also hear what i suspect is the drivers side turbo whistling through the dash now, whereas before it was perfectly quite. The service manager is aware of my concerns and seems to want to help, but they couldn't find anything that would be causing more engine noise to be coming through the dash into the cabin. So i'm not sure what to do from here.
After dealing with Ford Customer care, the resolution is that they are going to refund me my first month's car payment because Ford had possession of my truck more than I did the first month ownership. It only seemed fair.
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#10
It is their responsibility to make it look like new.
#11
When they went back into the dash to check things out they said they found no smoking gun on what could be causing the noise. They never really admitted they heard the noise i'm hearing, which covers their butts.
Does anyone have any thoughts on what could have been put back incorrectly in the dash (related to the AC) that would allow excess noise from the engine area to enter the cab? I've attached the service log for anyone who is interested and think it may help to diagnose.
#12
Looks like they had the whole dash out of the truck. As well as took apart the HVAC case. Maybe had the dash out multiple times.
Very possible the firewall insulation (inside the cab) could have been disturbed. Typically called "jute"
Its also possible something as simple as the grommet, or insulation block around where the Evap case comes through the firewall.
Sounds like you might ask to drive with the service manager, maybe a lead technician. And ask to have an equivalent new vehicle available for test drive as a comparison as well.
Very possible the firewall insulation (inside the cab) could have been disturbed. Typically called "jute"
Its also possible something as simple as the grommet, or insulation block around where the Evap case comes through the firewall.
Sounds like you might ask to drive with the service manager, maybe a lead technician. And ask to have an equivalent new vehicle available for test drive as a comparison as well.
#13
Looks like they had the whole dash out of the truck. As well as took apart the HVAC case. Maybe had the dash out multiple times.
Very possible the firewall insulation (inside the cab) could have been disturbed. Typically called "jute"
Its also possible something as simple as the grommet, or insulation block around where the Evap case comes through the firewall.
Sounds like you might ask to drive with the service manager, maybe a lead technician. And ask to have an equivalent new vehicle available for test drive as a comparison as well.
Very possible the firewall insulation (inside the cab) could have been disturbed. Typically called "jute"
Its also possible something as simple as the grommet, or insulation block around where the Evap case comes through the firewall.
Sounds like you might ask to drive with the service manager, maybe a lead technician. And ask to have an equivalent new vehicle available for test drive as a comparison as well.
I did in fact have the service manager take a ride with me in my truck then in another new truck. I of course did not hear the turbo sound in the other truck, and the service manager still was hesitant to say he heard the difference between the two. He blamed it on his "old man" ears. After the ride along when they had my truck to the service manager said he had a younger technician take a ride and said he could hear a little something different. So from that point they did a cursory look behind a few easy to remove dash panels to "make sure everything looked good" (that's when he said they couldn't find any apparent smoking gun). The service manager then told me had listened to a variety of the 2.7 ecoboosts on their lot and "they all sounded different" to him. I believe i'm getting the run-around because they don't want to FULLY deconstruct the dash again to actually find the problem. Honestly I don't want them to do that either, but i'm not going to spend the next 5-7 years listening to this annoying noise, so it seems like the only recourse at this point.
#14
I did in fact have the service manager take a ride with me in my truck then in another new truck. I of course did not hear the turbo sound in the other truck, and the service manager still was hesitant to say he heard the difference between the two. He blamed it on his "old man" ears. After the ride along when they had my truck to the service manager said he had a younger technician take a ride and said he could hear a little something different. So from that point they did a cursory look behind a few easy to remove dash panels to "make sure everything looked good" (that's when he said they couldn't find any apparent smoking gun). The service manager then told me had listened to a variety of the 2.7 ecoboosts on their lot and "they all sounded different" to him. I believe i'm getting the run-around because they don't want to FULLY deconstruct the dash again to actually find the problem. Honestly I don't want them to do that either, but i'm not going to spend the next 5-7 years listening to this annoying noise, so it seems like the only recourse at this point.
I spoke with Ford customer care the next day after I receive my truck back. They are monitoring the case but once the noise was deemed "normal" from Ford tech she basically said "case closed". My true feeling is that since there is nothing dangerous or mechanically wrong with the vehicle (ie check engine light) and the noise is subtle (yet still very annoying to the everyday driver, ME) that I'm being brushed aside by a dealer who doesn't want to correct shotty work, and a car company who wants to protect their dealer. In other words, I feel they've circled the wagons. I stated my final thoughts with the customer care rep and the best she could tell me was to write a letter to Ford and gave me the PO box address to send it to. GEE THANKS.
If anybody has any more advice at this point I'd love to hear it. Or let me know if I may be misunderstanding the Ford/dealer dynamic.
#15
I'm not in the least surprised that the dealer doesn't want to fix it and that Ford isn't helping. There's only two choices as I see it. 1. Take it somewhere and have it fixed and then sue Ford and/or the dealer in small claims court to get your money back. 2. Use the Lemon law to have the sale voided. (I hope you kept all of your paperwork.)