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Ford Buy Back!

44K views 138 replies 55 participants last post by  CunFFS13 
#1 ·
Well ladies and gents, I have reached that point... I have owned "Casper" for 18 months and in that time I have put 31,142 miles on her. (Keep in mind I was out of the country for 6 of the 18 months of ownership...) Sadly though my experience with her has been nothing but headaches - I have had to bring her to the dealership for transmission issues 14 times (not counting regular service related issues - TSB's - Recalls - oil changes - new tires - etc), and half of those times required a two or even three day stay at the dealership... So after being without my car for two days due to my transmission, I decided that enough is enough. Even the service adviser at the dealership I have started using since moving told me that until Ford comes up with a permanent fix I am stuck coming back every few weeks for the transmission to be "reprogrammed" with the latest patch. After hearing that and brooding about it the entire ride home I decided to write Ford Motor Company, notifying them in writing that the problem was still there and if they don't take radical steps to correct this issue I will be forced to pursue my legal options provided to me under the Missouri lemon law. I also included in that letter a copy of every service record I have showing my complaint of a transmission problem plus my retail installment contract showing exactly how much I paid for the vehicle plus all the money I put as a down payment. In the letter I gave them two options buy the car back from me or switch me into a comparably priced and equipped vehicle that I approve of. If they do the later you can rest assured I will either be driving the Focus ST (it only comes with a manual transmission so I shouldn't have the shuddering, hesitation or grinding that I am currently experiencing) or I will abandon the Focus line all together and get into the nicest Fusion I can for 29,000. I also wrote in the letter that they need to re-imburse me all the tax, tags, title and motor vehicle inspection fees I paid to get the Focus road ready.

Anyways, I will let you know what I hear back from them. I gave them ten business days to respond before I start executing on the promise to report them to the BBB, and Missouri Attorney General. This is probably showing me as a sucker, but even with the headache this car is for me - I still LOVE Ford. I am hoping that they stand behind their product and pave the way for me to trade into a different Ford.
 
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#3 ·
Sorry to hear. We have nearly the exasct same car, and mine is approaching 5k miles and has been flawless since day 1. It's so strange to me that some of these cars and total lemons and others are perfect. Good luck!
Couldnt agree more. mine just hit 13,000 miles and the only issue I have had is the one I just took it into the shop for 11/16/12 for a bad chip in the spare key. had to have one ordered from ford.

I have a '12 FF S 5pd. I hope ford does something for you 12_T_Hatch.
 
#5 ·
Our's just came out of the shop after 13 days for the trans. clutch and seal(s) replacement. Previously had the ecu reflash for trans. problems. If the problems recur at some point we will likely do the same as you and get into a Fusion.
 
#8 ·
This is simply not true, among many other things, the Fusion doesn't use the poorly executed DCT.

I have owned about 18 Ford vehicles and the Focus was the absolute worst one that I have owned. All of my other Fords had typical few issues if any at all, nothing like the continued visits to the shop for the Focus. Shame because it's a neat car otherwise.

Ford has many other good vehicle to offer, hense his loyality.

Hope the OP gets it worked out, much luck to you since many of these vehicles are the same giving Ford more leverage.
 
#6 ·
Just more evidence to heed the old maxim that one should never purchase a car in its first model year. This is also confirmation of the validity of "Lemon Laws".
I wish you the best in your endeavor to obtain fair treatment from Ford. Be certain, if you haven't already, to go to the regional level in the Ford organizational ladder, and if necessary, beyond.
Good luck.
 
#30 ·
Fist Year Build Problems

Just more evidence to heed the old maxim that one should never purchase a car in its first model year. This is also confirmation of the validity of "Lemon Laws".
I agree - in 1981 I bought a first-year Ford Escort GLX and, although I liked most things about it, the engine had a serious failures twice that required major repair work. Ford covered the 1st, but not the 2nd.
It is only now - about 30 years later - that I am looking at the possibility of buying a Ford once again and part of that process is reading this forum.
 
#13 ·
Good luck. I feel bad for you and everyone else that are having major problems with their ff. It's kind of weird reading some of these posts since I consider my focus to be one of the best purchase I done for the class of car it is. I get nothing but compliments when people ride in my car.
 
#10 ·
I must be missing something...

There are many people here that have no problems with their transmissions -or- did have problems and have had all of their issues resolved. We know that the transmission is capable of working well and we know that it can be fixed properly when it isn't.

If you are unable to get your car repaired properly, why would you want another Ford? That is absurd.

Cars break. Service is important.
 
#17 ·
Its the transmission not the entire car. Ford (sans transmission) has a great product, I love the look of my Focus, the MFT w/Nav and Sirius travel link, etc etc. I am not willing to give all that up, which is why I am staying with the Ford lineup.

As you stated there are many here with transmission issues, some have been fixed and with others it continues to be an issue... The fact that some can be successfully repaired while others are left with a malfunctioning unit is, as you so eloquently stated, absurd. If none of the Focus' were able to be fixed then I would say I have no case for a lemon law, however the fact that some have been fixed shows that the way my car drives is not "normal" this it is a lemon since I have had it to the dealership numerous times and it has not been repaired.

As for your statement "cars break, service is important" - no [:)][:)][:)][:)][:)] sherlock.. However a new vehicle should not be in service as much as mine is. Its ridiculous and a huge inconvenience - I have had used cars with over 100K that never saw the inside of a repair shop unless I was doing preventative maintenance (i.e. oil change, etc). I expect better reliability from a new car.

I am willing to pursue legal action in regards to this, I just hope it doesn't come to that. I don't expect one letter to Ford to change anything, I merely sent it b/c legally I am required to send them in writing that this transmission issue has not been repaired. Now depending what they do upon receipt of the letter will determine my next course of action...
 
#11 ·
They're not going to do anything lol

I'm in the exact same boat, and Ford has basically told me they'll continue to attempt to repair things, as necessary, but they have severely low limitations on what they'll do. The biggest issue, in regards to the people have transmission problems, is that the "learning" module learns incorrectly.

Point being, Ford will most likely either not reply at all, or will reply with a standard "Thanks for your response, we're sorry about your history with us. Here's a $30 oil change coupon for free." You're not going to get a thing from them, and unless you utilize legal action that's the limit of what will happen.
 
#26 ·
That's only 2595.17 miles per month for the 12 months that they drove the car on average. That does seem a little high but at 30 days/ month that would only be 86.5 miles/ day. I had been doing 105 + miles a day just a few years ago, now mind you that was alternated with days of not going very far as I was rotating in and out of university and internship rotations.
 
#32 ·
Trans

I also agree Ford instead of insentives ----make it right---- send a letter all owners of 2012-2013 DCT & extend the warranty for 10years---125k miles unconditional! make it the best DCT on the market!! Make Ford proud!! MJB[rant][rant][rant][rant][rant][rant][race][race][race][driving][driving]
 
#37 ·
Well Ford customer service sent me a message early today telling me my case number and that my complaints have been forwarded to my regional CSM, and that he would be calling me today. Well it's 7pm and no phone call. Not starting off on the best foot, but I'm trying to keep my hopes up! Looking for a call first thing tomorrow, I just want a solution and quickly....
 
#38 ·
Hi there,

Not to worry, you will be contacted soon. [:)] I followed up with your CSM to ensure that someone reaches out to you this morning; things have been a little busy around here with the holiday approaching. I'll keep an eye on your case, but please reach out to me via PM if you need any additional assistance.

Have a happy Thanksgiving!
Crystal
 
#39 ·
Well the CSM called me shortly after I read the above message from Crystal. After getting some history on the car (and a few jokes about how I need to drive the car more) she asked me to bring it into the Ford dealership here in Ocala. She was very accommodating to my crazy work schedule, offering to let me drop the vehicle off on Friday; since bringing it to the dealership Monday morning guarantees I will be late for work.
I will let you guys and gals know what the prognosis is next week. Oh and shout out to Crystal with Ford Customer Service. She did a great job getting my problem escalated to the right people. I highly recommend PM'ing her if you have any issues and letting her work her magic behind the scenes!!
 
#40 ·
Thanks, 12_T_Hatch! I'm glad that your CSM reached out and got you squared away for service. Feel free to reach out to me via PM if you need any additional assistance.

Have a great day!
Crystal
 
#43 ·
Haha, after this experience, I don't think I'll ever buy a new car (from any company) ever again.

I'm just too afraid to break things that are under warranty. If this were a 1992 Festiva or something, you better believe I'd have every panel of this car taken off trying to find each individual rattle - because if I were to break something on that car, big whoop - the entire car only cost me $700. lol

But a $26k car... I just can't.
 
#46 ·
Well see ford knew about the spi valve drop and nothing was done. No recalls and no buy backs. If there was, then where is my percentage? Ford dealers can careless as well. I'm not even going to get into my story with them. Needless to say I own a paperweight before and after the engine swap. I bet you can still drive yours.
 
#47 ·
while ford seems to still be working on getting a fix for the transmission (and the clunking suspension), it looks like they have already perfected the "runaround" for its customers.

Has anyone around here actually experienced positive results from working with the Ford reps on this board and the CSMs they hook you up with?
 
#48 ·
Has anyone around here actually experienced positive results from working with the Ford reps on this board and the CSMs they hook you up with?
Unfortunately ... it seems that Ford reps here and the CSM's they 'hook you up with' are on different pages. Here .... it seems like they're all for action ... but THERE (the CSM's) .... they're all about lip service and appeasement with very few successful resolutions ... and finally they just ignore you.

I think the only resolution left here is either legal action, BBB action, or NHTSA action. Clearly Ford has no intention of solving these problems.

I've said it before, and I'll say it again .... Ford's engineers can't fix a simple suspension noise in over a year and a half .... REALLY ????

The only explanation for that is that they're not TRYING to fix it ....

It's no wonder these things have no trade-in value .... the industry KNOWS about all the issues and problems, and Ford's total lack of commitment to fixing them.


REV
 
#50 ·
I was at the dealer (not a Ford dealer) where I traded in my 2012 Focus four months ago. While waiting for an oil change, I saw my Focus sitting in their parking area. I found my salesman and asked about my Focus and was surprised (maybe not) what he told me. My Focus was on their lot for 2 1/2 months and they couldn't sell it. ( a little info: no problems with my Focus except the grinding trans. 2350 miles). So, they worked a deal with the nearby rental facility (Enterprise) and sold the car to them and it's used as a loaner. He said mine was the third 2012 Focus that Enterprise took.
 
#51 ·
It sounds like Ford probably won't do anything drastic about the problem just like the SPI valve seat issue. I know a few people myself that got royally screwed by that one.

It seems to me that the only way to get a proper resolution would be to start organizing a class action lawsuit, and forums are a good place to start.
 
#52 ·
Well Plaza Lincoln is perplexed about my wipers. They are spending more time troubleshooting my wipers then Ford of Ocala ever did troubleshooting my transmission. Plaza Lincoln spent yesterday and today updating every system, module and sensor in my car. Oh and they replaced my battery since they used all the juice while updating everything. The kicker? They still have no clue what's causing my phantom wiping situation... But rather then telling me my wipers are behaving normally, they keep troubleshooting - and they have earned my respect bc of it.
 
#53 ·
Hi, I have the same problems you do, in the shop 10 times so far for the transmission/clutch grinding/jerking, two different dealerships, clutch inspection and replacement, escalation to CSMs through these forums, and I'm here to let you know that nothing has gotten done for me. The car still shudders on takeoff and still grinds between gears. Last time they did a "thorough" inspection and found no leaks, but saw that the clutch was pretty much shredded. They replaced the clutch and said "OK it's fixed!" When it obviously isn't fixed. The thing that causes the clutch to shred is the problem, the clutch is the victim. I guess I'm the only one around there that realizes it. I'm done with it all now, I'm about to submit my formal complaint and follow that up with swift legal action. I have all of my documentation from service and purchase.

As far as these transmissions go, talking to everyone I know on these forums about the problem, escalation to a CSM is pretty much the same as just wanting the whole thing to take longer. Eventually they still find nothing wrong, and the CSM stops answering your calls and stops returning them.

You can read a lot of my story here: http://www.focusfanatics.com/forum/showthread.php?t=292311

After the end of that post it has been back in 3 times, which makes a total of 61 days in service in the year that I've owned it. I'm not happy. I put 7k down on it and 20% of it paid off and I still owe more than it would be worth in excellent condition, instead of the pile of grinding, jerking metal that it is. I understand how buying a new car works, but I just wish I could have had the new car experience that comes along with that added cost. This is my first new car, and I had not heard of the trusty "don't buy a car in it's first model year." I have learned my lesson though. I owned a 1996 Ranger for 12 years and only had it in the shop for routine maintenance.

I wish you the best of luck, and I'm obviously interested in the response to your letter from Ford if you get one. Please post here or PM me if you hear back from them.
 
#56 ·
Same exact thing in my case, except that I don't have some of the paperwork from the early visits.

3 different dealerships have told me everything is normal...well then color me surprised because no car should ever kill its own clutch if the shifting is done by the computer. Call it an automatic or not...it's irrelevant, because there's no way for me to better control the shifting (and I don't mean just shifting into the various gears, but rather *how* the clutch is engaged and disengaged, since that's where the problem lies).

Either way, the regional CSM stopped returning my calls, the service manager has told me a few times "That's how the car is meant to operate", and there's really no option other than trading it in for something else at a heavy loss (list price was around $30k, and Subaru said they'd give me around $21k including my extra set of wheels and tires). It's a giant rip-off and will be the *LAST* car I ever purchase from Ford.
 
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