Dealership is inept, Ford Customer Care is useless...

[JScullin]

I've only had the car 11mo and 9,150 miles and here's the list of issues I've been in for:

 

- Clunking from front under acceleration/braking (Shim added to half shaft—TSB)
- Rattling in door (fixed w/piece of foam—TSB)
- Water leaking from behind dash down ODBII port (I documented it w/photos—windshield replaced)
- Wind noise from sunroof (sunroof replaced or reinstalled—w/o wasn't clear)
- Window switches would lose auto up/down function (reprogrammed—TSB)
- Complete loss of throttle input when accelerating from a roll twice (no fix, dealer couldn't replicate/find codes)
- 18" Glossy black wheels had the clear coat delaminate (replaced under warranty)

- Dead battery day after getting it from the dealer for the original wheel inspection. Had to call Ford roadside & was late for a job interview. (Dealer found no problem)
- Rear window control trim is popping out of arm rest (First dealership said it was normal and nothing they could do. 2nd dealer placed an order, didn't arrive when expected while car was in)
- Clunking has returned under acceleration from stop again (just started)
- Water leaking from behind overhead console (just started—took photos)

- Sync/Clock losing time issues that are just too random to take to the dealer for.

- Knocking sound when in drive w/brake applied. Goes away on acceleration or off brake. (just started when I picked it up—took video)

I also had a long, drawn out ordeal (2mo) with getting several dealers in my area to, first, install a remote starter (Ford Bi-Directional). Then once I got fed up with that I installed it myself and they even refused to activate it. Only when my dad went in, who knows the owner, were they like "Oh, no big deal." and had it programmed in 15min.

 

When I dropped off the car Tues eve for a Wednesday appt I never got a call. Only on Thursday morning did they call to say they were just getting to it. They left it under their leak tester all day and couldn't replicate it (nor the clunk issue). I told them to keep it another day and this time to remove the overhead console or headliner to see that it's not being absorbed by sound deadener. They said they don't do that because they need to see it occur naturally. So today they had it all day and, again, no leak found. I have photos of the leak coming in from the buttons & sunglass holder in the overhead.

 

I've already called cust. care a few times when getting the runaround by dealers w/the remote start install. I called again when this leak reappeared and asked that my preferred resolution be to either 1. offer me an ESP for cheap or free, or 2. Put me in another Fusion equally equipped or better, and was told by tier 1 that I should bring it to the dealer for them to attempt to fix again, and talk to them about purchasing an ESP if I was concerned about the car after warranty. I called back expressing my dissatisfaction with their resolution and had my claim escalated to tier 2.

 

Over a week later and I never heard back so I scheduled the above appt. According to Mass Lemon Law I have till the car is 1yr old or 3 attempts to fix the same issue. So unless we get a deluge in the next few weeks that will pass. I called cust. care again today at noon and asked why I haven't been contacted yet about my claim. They left a VM w/their service manager to call me and they never did.

 

So at this stage I think my only option is to file for a refund or exchange under the Lemon Law. I've had water enter the cabin and leak over electronics on 2 separate occasions causing unknown damage and issues down the line. The car has been in the shop for repairs at least once for each issue listed, plus the time I have to take off from work to pick up/drop off the thing.

 

 

 

http://www.youtube.com/watch?v=R8fIB-8p4QU&feature=youtu.be

[hybridbear]

Follow the procedure outlined in your Owner's Manual for issue resolution. Ford has a process and it's defined in the OM. FFH owners who have had issues have had the most success when they follow the Ford-specified process rather than just hiring a lawyer and suing. Sorry to hear abouy your issues. I hope that you get resolution.

[JScullin]

I'm not going to lawyer up or sue. I want them to fix it or replace the vehicle.

 

I just dropped it back off and asked for a loaner which they provided. Took better video this morning of the noise.

 

http://www.youtube.com/watch?v=l-dP8cMYDqE&feature=youtu.be

[Hydro]

if they give you an ESP make sure it worth a damn. When they had my truck for over a month for a rear end cluck (still does it BTW) they said we'll give you a esp for your troubles. Turns out, the only thing I get from it is oil changes, 9 in total. It doesn't cover windshield wipers or any other services like trans flush like other ESP's I've had.

[JScullin]

I'm looking for the 7yr full coverage plan.

[Bailey151]

That's some weird noise - I can see why they're having trouble finding that. Almost sounds like something is amplifying the normal direct injection sound (like it's being run through the speakers..........almost like ye old'en days when you could get spark lead interference with the radio).

 

Hope they step up to the plate.

[JScullin]

Ford Customer Care got back to me.

 

Long story short, they're going to give the car the 5yr Premium coverage plan that will cover it an extra 2 years after warranty or 75k miles. It covers most of the electronics I believe would be effected by the water leaking (pretty much anything behind the dash). It also includes a 10 day rental when it goes in.

They're going to see if they can find another dealer w/a body shop to further inspect for water leaks around the windshield and sunroof. Plus they'll try to schedule an appt with The Leak Doctors to chase it down since we know it's leaking but can't find where.

Overall I'm happy with this moving forward if they find the leak. Tho still have a sour taste in my mouth from the whole ordeal. And worse case scenario if the car keeps giving me issues after May then I trade it in as soon as I made my last payment and hopefully have a little extra equity in it from the extended warranty.

[JScullin]

Car is in today to get the axle fixed (they finally found the problem w/the clunking).

 

They've kept the ticket open for a few weeks since I brought it in for the trim/leak/clunk originally. I assume they'll close it out when they fix the axle (they've already fixed the trim). But in the event they don't, should I presume they're doing this so the car doesn't get dinged for the 3rd, and official Lemon Law status requirement, for the leak?

 

They still haven't fixed it and Cust. Care said I have to make an appt for another dealer or w/the Leak Dr. And I'd like that to register as the 3rd attempt but can't if the ticket is still open for the 2nd.

[theoldwizard]

Check your state's Lemon Law and document, document, document.

[JScullin]

I have been taking photos & video when things happen.

 

Lemon Law in MA says I have until 15k or the first year to file a claim if the car has been in for the same problem 3 times or a total of 15 days. It's certainly been in well past 15 days just from my list of issues alone, but not for one specific issue. Since the car only has 9,700mi I'm fine there, but come May 1st I will have had the car for a year so I'm already looking to schedule an appt. with another dealership.

[JScullin]

Set up my 3rd appt for the leak. Just at the 1yr mark to qualify it for lemon law status.

Also, the knocking sound I just had it in for last week is back. They replaced the thrust washers on both sides and added shims. So while it's at this new dealership for the leak they'll be inspecting that (for the 3rd time as well).

[alpinedaddy]

Good luck! I hope they finally fix it for you!

[Fordfan82]

Thats great if they can't fix it this time you will be able to get a replacement.