Focus Fanatics Forum banner

TSB 12-02-17 - Steering issue - New TSB?

69K views 254 replies 59 participants last post by  1kb65 
#1 ·
I took the car in for the steering wander at highway speeds issue. Initially, it was not covered by the previous TSB for the problem as it was a later build date - 29.11.2011.

Install Steering Gear per TSB 12-02-17
Replaced Rack Assembly as per TSB 12-02-17
 
#168 ·
kjl2012,
Good to hear that the TSB did solve the problem. I'm waiting for the parts so my car can be fixed.

Here is a question for everyone: HOW SHOULD THE STEERING WORK?

I drove my 95 Escort with hydraulic power steering today and noted how it worked. The Escort is clearly a pleasure to steer compared to my new Focus. The Escort requires minimum effort to make a small change in steering, as you turn the steering wheel more the effort required increases. There is a direct relationship between steering effort and how much the wheel is turned. THIS IS HOW THE STEERING SHOULD WORK.

If your Focus's ELECTRIC POWER STEERING requires a significant effort for small steering corrections - it is not working properly.
 
#210 · (Edited)
The TSB was installed on my Focus and it appears to have solved the (ping-pong effect) problem.

Since I have been driving my old Escort with hydraulic assist steering, it is easy to see that there is a much different feel between the two steering systems. With the hydraulic assist system there is a distinct road feedback which allows the driver to sense the steering action. The EPAS system seems to be dependent on the driver steering solely by visual input without any physical feedback. Also, the EPAS system seems far more sensitive - a small steering wheel change results in a sharper turn than the hydraulic system and there is no slack in the steering.

Now that my steering is fixed, I'm really happy with the Focus.
 
#169 ·
Well I just returned home from dropping off my Focus for the steering issue.

Fingers are crossed that they can recognize the issue when it happens.

Upon calling, the gentleman said he's never heard of any steering issues with the Focus, so I'm not sure what to expect here. I just hope it gets all straightened out. And if they need to order parts, what then? Will I have to be in a rental car that long?

The short 10 minute drive home in the crappy Nissan Sentra rental has me missing my sweet Focus already!

I'll hear from them tomorrow once they can diagnose it.

To be continued...
 
#175 ·
Hey Thomas, I see you are the resident Ford rep here...I have been lurking this forum for awhile now and finally made an account.

I just want to keep you in the loop because I have this same steering issue on my 2012 Focus SEL sedan. It has ~4,600 miles on it currently. For the longest time I was making excuses for the handling thinking it was the roads or unbalanced tires, which I had rebalanced but the issue still exists.

Today I made an appointment to get my car checked out for Monday. When I spoke to the service rep on the phone I mentioned to him that I think it was this issue and he got defensive saying "WELL WE HAVE TO MAKE THAT CALL." I hope they don't make this process difficult. Are dealers aware of this issue enough to not jerk our chain around with the correct solution?

-Chris
 
#177 ·
Hey Thomas, I see you are the resident Ford rep here...I have been lurking this forum for awhile now and finally made an account.

I just want to keep you in the loop because I have this same steering issue on my 2012 Focus SEL sedan. It has ~4,600 miles on it currently. For the longest time I was making excuses for the handling thinking it was the roads or unbalanced tires, which I had rebalanced but the issue still exists.

Today I made an appointment to get my car checked out for Monday. When I spoke to the service rep on the phone I mentioned to him that I think it was this issue and he got defensive saying "WELL WE HAVE TO MAKE THAT CALL." I hope they don't make this process difficult. Are dealers aware of this issue enough to not jerk our chain around with the correct solution?

-Chris
I wouldn't make that assumption. My Focus is being repaired with a new steering gear and associated parts. I took it in Monday, but I'm still in a rental car today.

My wife took one of her customer's Focus' in for repair at a different Ford dealership since it was exhibiting the steering issue. They said they couldn't duplicate the problem and just balanced his tires. That won't be a satisfactory resolution for her customer.

But to answer your question, no, not all dealers are going to automatically call it a eligible for this TSB. I'd say take it to a different one if they balk at fixing it correctly.
 
#176 ·
I also have an issue with my steering. I went to California in June and got a rental Focus which I drove 1600 miles. So I really had a basis for comparison between the rental (which did not have any steering issues) and my own Focus. So I took it to the dealer and they said it needed some parts in the steering column I believe is what they said. But they said 5 days for the parts to come in and it's been over 2 weeks. here was my thread and my symptoms:

http://www.focusfanatics.com/forum/showthread.php?t=291656&highlight=bad+steering
 
#182 ·
Well I've had the earlier TSB applied in December, and I want to verify my symptoms with anyone else who has had this corrected, since my problem has come back.

Typically around 55+ in a straight line, the steering gets stiffer. There is about 1/2 inch of play in the steering wheel where nothing happens and the steering is very light, and then it requires a decent amount of force, though still one handed but not one fingered, to break past the deadband. If the speed is 55+ on a curvy road, the steering is much lighter and the deadband isn't noticeable.
 
#189 ·
I recieved a call this afternoon notifying me that the parts have now made it to the dealership. I am on schedule to pick up my car tomorrow afternoon, which will have been 15 days since dropping it off.

It's just that there is such a shortage of parts required to address this TSB. Hopefully they're fast tracking the parts at Ford.
 
#190 ·
Well I am pissed.

I have the unfortunate problem of my dealer's service department being in the process of moving to another location. Supposedly they were going to get the parts in 1 week (which seems ridiculously fast after reading this thread), so I called today and they do not know if the parts are in or not because they have not been inventoried yet because they are still moving locations. It may take 7-10 days for them to figure it out. Even then, the parts may not be in.

Now it's just a waiting game. I am going on a road trip on August 21st and I NEED my car for it. I really do not want to drive it with this bullshit issue.
 
#199 ·
Anyone know how long the backorder for parts for this TSB is currently? My 2012 SE had a defective strut replaced during its first week of ownership back in May...The steering remained funky (exactly as described by many here)...the dealership looked at the car again on June 11 and said they ordered parts for the TSB...Despite my best efforts, I couldn't get a return phone call from the dealership regarding the status for 5 weeks...When I finally got someone to pay attention, I was told that a "computer glitch" resulted in there being no indication that parts were ever ordered...then I was asked what parts should have been ordered (it's almost funny in retrospect)...After getting through all that, I was told that the parts were backordered and that Ford wasn't even giving approximate delivery dates...It's now been 7 weeks since I was told that the steering components needed to be replaced per the TSB...and at least two weeks since parts were supposedly ordered for the "second time"... Hence, I'm looking for some idea as to the length of backorder independent of what the dealership tells me (I might be just a bit skeptical at this point)... Any responses appreciated... Thanks
 
#202 ·
Thanks...the dealer now has the parts, although they didn't bother to call me when they came in, I found out by calling and checking...car goes in for the work next Friday...they said they can get it done in one day, I sure hope so...don't really want to be without a vehicle for a weekend...
 
#203 ·
Welp as I expected, I spoke to the dealer today and the parts are "back ordered" and will take WEEKS to get in. The rep told me there is also another focus owner waiting for the parts to come in. His answer? "Call every week to see if the parts have come in."

Great.
 
#204 ·
Called the dealer again today 8/13 and was informed "we are trying to get one from Canada for you, it may take another week. Call again next monday." What is annoying is, even if it came in next monday, I would have to wait until the week of August 26 to bring it in, because next week I am going away on vacation.

The only good thing is, I have minor curb rash on one of my rims... it is hard for me to even see, but since I know it is there it bothers me. They said they will give me a "good deal" to get it repaired for being "so understanding". We shall see...
 
#207 ·
Wow. I truly have NO luck.

I spoke to the service manager today who said GOOD NEWS! YOUR STEERING RACK IS IN!......... BAD NEWS! OUR ALIGNMENT MACHINE IS BROKEN UNTIL THE MIDDLE OF THE NEXT WEEK! earliest I can bring in my focus is august 27th. FML
 
#208 ·
that sucks, after close to a month wait for parts seems like dealer(ford) could fix it and take it someplace close for an alignment or call a company that comes to them that does mobile alignments.

update(long detailed [rant]) dropped mine off wednesday night for thursday appoinment,they got it done same day(just under 9 hours),got my mother to pick it up since she lives close,and drive it up to where i worked 34 miles away,took her back to get her car then went home(total 80 miles from picking car up), backing in driveway car started making a horrible growling/grating noise in reverse,and in park.called Ford roadside assistance told them problems they said to drive it back to dealer[scratch] didn't need towing. so drove back(shops closed) ,while waiting for friend to pick me up service manager stopped by to pickup something,talked to him said they(techs first rack replacement) probably didn't do quick learn procedure on transmission,since battery was disconected for so long. car ready to be picked up 3pm friday.went to get car,bolts for subframe either not put back in or had fallen out(in 80 miles) 7 more hours to recenter subframe.Best part is the same tech[gunfire] that f'd it up first,fixed it second time[paranoid].after 3 and 1/2 week wait on parts,2 trips 2 days in shop have a cracked wheel cover,going back to dealer monday and see what they do. steering still messed up(low speed all over road), still have 8 other dealers close to take it to
 
#211 ·
frustration, frustration, frustration.

My dealer last week said they were going to order a new rear view mirror for me after I told them how it continually droops down every few days. They also said they would give me a "great deal" on reparing some minor curb rash I have on one of my wheels.

My focus has been in at the service department since monday to fix those issues and the steering rack...Yesterday I spoke to my service manager who told me the "great deal" to fix the curb rash would be $225 dollars. I told him that was too much so to not do it. I can get it repaired cheaper else where. However he told me the rear view mirror was replaced, so I was happy.

I call today, wednesday to see when I can pick up my car...and the service manager I have been dealing with is not in today. I get another service manager who informs me that the rear view mirror was NOT replaced and was just ordered. It won't be in until friday or possibly monday-tuesday next week. I will have to GO BACK AGAIN to have it replaced. This was supposed to be avoided since they were going to order it LAST WEEK and replace it during the 2.5 days they had my car for the steering rack.

It's now 10:15am and I am at work waiting for them to call me back to see when I can get my father to pick it up. I am waiting right now because they need to take pictures of the rear view mirror to send to Ford.

I can't wait until this is all over. I pray that the alignment is right and the steering wander is fixed. I won't get to drive it until 7pm tonight.
 
#212 ·
It just keeps getting better...

My father picks up the car and drives home on the highway and the alignment is significantly off. Since I'm at work I called the service manager to tell him this and he claims the tech drove the car for "a few miles and the alignment was fine" I argue with him that my father just drove the car..he knows how to drive...the alignment is off. simple as that....he tells me THIS "To be honest I don't know why we took your car in for repair...we just moved shops and we aren't fully up and running yet. Our alignment machine may be off..." WTF so I tell him "that really isn't my problem. You agreed to fix my car and it isn't fixed. my father is bringing the car back now and he is WAITING while you do the alignment." The service manager got all flustered and said he will try his best to get the car in as quickly as possible and see what the issue is.

This shit is never ending and it is really pissing me off.
 
#213 ·
Apparently "the alignment is good, but they did not adjust the steering wheel at the same time." I never heard of that and it sounds like bullshit to me....but now I have to bring the car back in NEXT WEEK AND LEAVE IT THERE AGAIN for them to fix that and the mirror. In the mean time I am going to pennsylvania tomorrow for 3 days and will be driving the car hundreds of miles with the steering wheel crooked. GREAT.

I am officially pissed the hell off.
 
#215 ·
UPDATE

Thanks to the help of Thomas I received a call from my regional customer service manager, Brian, and he was sympathetic to my story. I am going to receive a 3 year basic maintenance plan for free! This restored some of my faith back into Ford.

The annoying news is, I drove to Pennsylvania today where I am staying until Saturday with the crooked wheel. The alignment is definitely off as my car pulls to the right a bit. This will all hopefully be corrected along with my mirror when I bring the car back to the dealer on Tuesday.
 
#216 ·
...Thanks to the help of Thomas I received a call from my regional customer service manager, Brian, and he was sympathetic to my story. I am going to receive a 3 year basic maintenance plan for free! This restored some of my faith back into Ford.

The annoying news is, I drove to Pennsylvania today where I am staying until Saturday with the crooked wheel. The alignment is definitely off as my car pulls to the right a bit. This will all hopefully be corrected along with my mirror when I bring the car back to the dealer on Tuesday.
Sounds great; you deserve it! [headbang] I'm not pleased you had to drive to PA like this; your CSM will make sure everything goes smoothly. Please let me know how it handles over the next few days. As always, PM me if you need anything. [thumb]

Enjoy your Labor Day weekend,

Thomas
 
#217 · (Edited)
Thomas no luck yet on getting car repaired ,took to another dealer(bigger shop saturday hours) road tested told things were normal,to come back when it got worse and they could here something.today made a loud popping/banging noise(twice on front drivers side) turning into subdivision, going to take it in again see if they can find anything now.
 
#222 ·
it seems this is a persistent issue ( along with the dct) i recently payed 94 dollars to have and alignment done and the steering is still awful ill be driving for about 1200 miles next week and will see if it handles better if not ill have to be back at the dealer to get them to fix it
I'd like to escalate this with the Customer Service Manager of your regions; please shoot me a PM with your VIN, mileage, phone number, and preferred servicing dealer. He/she can coordinate with you and the dealer on any repairs.

to fordcustomerservice: what build dated do this cover? I have a 2012 SEL with a build of 07/12 and it suffers from this same steering issue. The steering feels nice and tight, but on the highway it will all of a sudden drift left or right and i feel like i constantly have to steer...I thought maybe there was a learning curve with the steering like there was the trans.
don't think customer service has access to TSB info from what i've read on here. it covers build dates up to 12/2011(originally 08/2011), if its doing same thing take it in to dealer and get it checked you could mention the tsb and see what they think
You need to have the service dept. check your VIN# to see if the TSB applies. A red flag is if they have no knowledge of the TSB, so give them the TSB#. This was the experience I had and the sevice advisor wanted to dispute that the car had a problem and then said all it needed was an alignment. The service dept. manager finally said "if there is a TSB that deals with the problem, then install it". It still took a month to get the parts and the help of the Ford CSM I was referred to by Thomas to get the problem fixed.
As with any new vehicle, there is a 1,000 mile break-in period on the Focus. If you've passed this mark, please PM me your VIN, mileage, phone number, and dealer name; I'll forward these details to your area's Customer Service Manager. The dealer will be able to go over TSB and other service information with you.

Thanks for the assists, sgmfocus and gzrfun! [thumb]

Thomas
 
#218 ·
to fordcustomerservice: what build dated do this cover? I have a 2012 SEL with a build of 07/12 and it suffers from this same steering issue. The steering feels nice and tight, but on the highway it will all of a sudden drift left or right and i feel like i constantly have to steer. It feels like when you drive a truck with wider axles/tires than most cars and it tries to track in the grooves in the road from normal cars. I thought maybe there was a learning curve with the steering like there was the trans.
 
#221 ·
it seems this is a persistent issue ( along with the dct)
i recently payed 94 dollars to have and alignment done and the steering is still awful
ill be driving for about 1200 miles next week and will see if it handles better if not ill have to be back at the dealer to get them to fix it
 
#223 ·
FINALLY my saga has come to an end.

Brought my car back to the dealer today to correct the alignment problem and replace my rear view mirror. Now the car drives straight as an arrow and so far it seems to hold the road perfect..no more wandering. I will be going to PA tomorrow which is 125 mile drive for me in one direction mostly highway - so that will be the true test.

I would like to thank FordCustomerService, Thomas for being involved with my case and helping me out!

If anyone has any issues, do not hesitate to shoot him your info, he will get results!

thanks again thomas!
 
#224 ·
#225 ·
I could tell the difference already. Made a 120+ mile trip to Pennsylvania today, almost all highway miles and the car drives like a dream. It held the road beautifully, the difference was noticeable immediately.

I am happy to know I wasn't crazy all those months thinking something was not right!
 
#227 ·
I could tell the difference already. Made a 120+ mile trip to Pennsylvania today, almost all highway miles and the car drives like a dream. It held the road beautifully, the difference was noticeable immediately...
Update...It took somewhere around 2 weeks to get the parts...two days to do the work... The car is no longer frightening to drive...it's actually predictable and pleasant on the highway now... Of course, I've had a slow leak in the right rear tire since I got the car back...Which only goes to prove that the car gods are pissed at me for some reason... Nevertheless, I'm thrilled with the difference after the work was done....
Like Scooby-Doo and company, it sounds like the Focus is your Dream Machine! [:D] Remember this link to save on new rubber and other services at your dealer: http://owner.ford.com/servlet/ContentServer?pagename=Owner/Page/ServiceCouponsPage.

Thomas
 
#226 ·
Update...It took somewhere around 2 weeks to get the parts...two days to do the work... The car is no longer frightening to drive...it's actually predictable and pleasant on the highway now... Of course, I've had a slow leak in the right rear tire since I got the car back...Which only goes to prove that the car gods are pissed at me for some reason... Nevertheless, I'm thrilled with the difference after the work was done....
 
This is an older thread, you may not receive a response, and could be reviving an old thread. Please consider creating a new thread.
Top