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Old 11-16-2011, 11:54 AM   #175
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Just my .02 on requesting a driveability TSB fix with your Service Advisor.

Every vehicle I've ever owned has been a Ford or Mercury, so I have about 30 years' experience woking with Ford Service departments in Florida and Georgia. For what that's worth, I've never, ever been told that they would not perform TSB work if I was able to describe what the concern was and it was related to a fix in a TSB. I've used various methods to research the reason for a TSB and made darn sure that at least one of my concerns included the key words in the TSB. Now with the advent of the internet and Forums like this, it's become almost a no-brainer.

Here's what I recommend.

1) Print a copy of the TSB and take it with you. There's a text version on this post somewhere so just do a search and print out the text.

2) Take a highlighter and highlight the issues listed in the TSB that you've experienced.

3) Put some notes at the bottom to describe the conditions you were operating under when you've observed the concerns. (Descriptive phrases like "under WOT acceleration", "at 25 MPH when making a turn and under half-throttle", "at 0% throttle during deceleration", "at cruising speed" really help the tech undertsand what you're feeling and why). Also, probably 70% of the problems people describe are intermittent and not readily reproduced in the shop. Therefore, I usually tell them that I'd prefer that they implement the TSB fix even if they are unable to reproduce the concern at will.

4) Give the TSB to the Service Advisor that writes up your Service Order. Give them a number to reach you if they cannot duplicate your concern.

5) Engage your Service Advisor. Try and develop a good relationship with them. This can lead to them anticipating your needs and they will sometimes even do value-adds for you like a free wash and interior cleaning, oil changes, additional diagnosis for known problems, etc.

6) If you have a bad experience, don't immediately go to the "I'm severely pissed and will make your life a living hell" scenario. That almost never works. I recommend having a civil disagreement and if necessary engage the Service Manager or your salesperson to help mitigate the dispute. I've learned that honey catches more flies than vinegar in this scenario.

7) Finally, if you're still not satisfied, the dealer usually has a QA and Customer Satusfaction Manager that is responsible for ensuring that the dealership receives high marks for customer loyalty and customer experience rankings. This is usually an extension of the marketing and sales department. Engage them if you're still not happy.

Hopefully this strategy will help you address any concerns you may have; if not then you can always go the the scorched-earth scenario as a last resort.
2014 ST3 - Tuxedo Black with Full Leather Recaros, Sunroof, Nav-Sync-MFT

My other rides -2006 Performance White Mustang GT Coupe, 2004 40th Anniversary Edition Mustang Coupe, 2013 Edge Limited
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