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Topic Review (Newest First)
11-15-2012 11:00 AM
FordService
Quote:
Originally Posted by Kaaru View Post
...All those people I spoke with today at Viau Ford, the owner, the service director, the receptionist, the car wash man, the tech guy, all were polite and are the embodiement of what a good dealer should be. These people may be the ones giving me some kind of trust back in the Ford brand. I understand ''they'' did not built the car themself, but at least they are trying real hard to reslove this. And for that I thank them and salute the passion and devotion they exibit towards a customer. Bottom line, I should have bought my damm car there :)...
Hi Kaaru,

Thank you for the update! I'm so glad that Viau Ford is taking good care of you and working hard to get to the bottom of your concern. I'll look forward to hearing how things progress.

If you have any questions or concerns, you know how to reach me.

Thanks!
Crystal
11-15-2012 08:09 AM
Kaaru I took the loaner to get to work this morning and...man, oh man, this loaner is totally different from my actual car. The DCT is hyper smooth, gentle, subtle and responsive at the same time. The front suspension is noise free, exept for normal road noise...no clicks, clunks and/or pops. Granted, it only has 3800 Km on it but my SEL has been behaving badly since almost day one. It's not like it aged badly over the course of 11 months...if it is, that says really poorly about the overall quality of the build.

Cant wait for the day to end, get back to the loaner and ''Enjoy'' a 60 minutes trafic jam with it :)
11-14-2012 09:08 PM
jellybean
Quote:
Originally Posted by Kaaru View Post
DCT issues, visit to dealer number 3.

So, the service director offered me to have a VCM2 unit installed and connected to my car. Yeah, the black box recording type of thing. It will be installed tomorow and I will use it to record ''events'' while driving my car. I am told this device will record 30 seconds of ''data'' after a ''tranny incident'' after I press a button to start the recording. It is my understanding that this VCM2 unit is the second generation of ''black box'' and that I will be their guinea pig more or less.

While I would have liked to hear something else, I consider this to be some kind of ''progress''. At least, someone saw and experienced the issue and someone is investigating and with some luck we'll find the source of the tranny issues.

I was given a 2013 SE Flex Fuel as a loaner and man, if only my car would handle like this one...*sigh*.. I will use it for my daily commute tomorow so I'll be able to compare the loaner with my SEL.

I'll keep you guys posted about this.
My dealer wants me to put down a $1500 deposit in order to install this device. I nearly fell on the floor when he told me this. It would be probably be cheaper and quicker for me to drive to Canada to your dealer to find a resolution...

I am glad your faith is being somewhat restored...but not by FORD...rather by a dealer that sells their cars..

Keep us posted....Hopefully all the thousands of other people here will find resolution through your findings....and perhaps your dealer can then educate FORD on customer service and how to fix the problems...
11-14-2012 08:43 PM
Kaaru DCT issues, visit to dealer number 3.

I have visited the dealer I have my FF purchased from and another one close to home regarding my DCT issues. I had no success with both of them, except having FSA 12B37 done by the dealer I purchased the car from. After a while, post FSA 12B37, the tranny reverted back to its bad and ugly behavior.

Ford Canada instructed me to go to another dealer, Viau Ford. I must say, I was greatly impressed. I dont usually give names and I won't name the 2 other dealers who are not giving good service and dont take me seriously. However, Viau Ford, now that's stellar service. The service director took 1h30 of it's time to test drive my car, work and talk with me regarding my DCT.
I even had a chat with the owner tonite.

All those people I spoke with today at Viau Ford, the owner, the service director, the receptionist, the car wash man, the tech guy, all were polite and are the embodiement of what a good dealer should be. These people may be the ones giving me some kind of trust back in the Ford brand. I understand ''they'' did not built the car themself, but at least they are trying real hard to reslove this. And for that I thank them and salute the passion and devotion they exibit towards a customer. Bottom line, I should have bought my damm car there :)

While road testing my car, the service director experienced first hand the tranny hesitations I have with my DCT. He immediatly discarted the oil in the tranny issue and we headed back to the dealer. He went directly to his top tech and brought him outside to my car. The tech had a laptop computer connected to my car in order to see if the car had produced some error codes. No luck, no codes.

So, the service director offered me to have a VCM2 unit installed and connected to my car. Yeah, the black box recording type of thing. It will be installed tomorow and I will use it to record ''events'' while driving my car. I am told this device will record 30 seconds of ''data'' after a ''tranny incident'' after I press a button to start the recording. It is my understanding that this VCM2 unit is the second generation of ''black box'' and that I will be their guinea pig more or less.

While I would have liked to hear something else, I consider this to be some kind of ''progress''. At least, someone saw and experienced the issue and someone is investigating and with some luck we'll find the source of the tranny issues.

I was given a 2013 SE Flex Fuel as a loaner and man, if only my car would handle like this one...*sigh*.. I will use it for my daily commute tomorow so I'll be able to compare the loaner with my SEL.

I'll keep you guys posted about this.
11-13-2012 02:59 PM
PratoN
Quote:
Originally Posted by hotleadsingerguy View Post
It's a bunch of inexperienced techs following orders from a group of corporate yes-men that wouldn't dream of doing anything that would cost corporate Ford extra money. It's a horrible joke that's leaving its customers in a bad mood.

I hope the execs are surprised and confused by the fact that ford is now second from the bottom in customer service after being right at the top when these cars came out. Funny how quickly things can change when companies stop caring about their customers and care more about the bottom-line.
Egg Zackly. I don't understand how the service guys at the dealer can say "It's not supposed to make that noise." when I bring it in and then as I'm leaving say "Oh, that noise is totally normal." based on a piece of paper that Ford Corporate sent them. I know the noises the paper is talking about - and this isn't one of them.

I'm still awaiting a call from the dealer. He seemed a little concerned, but not really fazed until I told him that I exhibited a power loss when the clutch is slipping. I mean... the whole point of the DCT is to avoid/shorten that window of no power when it's shifting gears, but that's not the case when my engine is pushing but no torque is delivered to the gearbox because the clutch is slipping.
11-13-2012 02:53 PM
hotleadsingerguy
Quote:
Originally Posted by jellybean View Post
Good luck with your case escalation.....Mine was escalated a while ago and there is still no resolution and I doubt there ever will be. The dealer wanted me to go have a "black box" installed so when the issue occurs again, I can press a button on the device to record events. Here is the kicker.

The dealer wants me to put a $1500 deposit down on the unit.
Once installed, I have 4 seconds to hit the button when something happens.(try doing that while you are trying to avoid an accident in busy freeway traffic).

The only thing I have seen from having my case escalated, is that Ford Customer Service will regurgitate the information you give them to the dealer.

When I told them the above info, I was told that I can go to another dealer..thanks, I need you for that.

Why should we, as customers, have to be guinea pigs for this. We are not talking about an isolated incident. We are not talking about a cosmetic issue. This is, as far as I am concerned, as very dangerous issue.
I'm completely with you. I was escalated to my regional service manager and "worked" with her for around a month and a half or two months solid (a few times a week she would call). I took the car to the dealership 6 times, after each visit they regurgitated the same information...that the car is working as intended. Eventually, the regional manager just stopped picking up the phone and stopped calling me. We were on good terms, she just stopped. She tried setting up a meeting with an engineer that I could speak to, but he "forgot" about the meeting and it never happened.

I've driven more than 15-20 cars with dual-clutch transmissions, a few of them dry-clutch. Not one of them has had the issues that this one does...and *THIS* one didn't have the issues that this one does until a few weeks following the update to the transmission. They reflashed it, and it worked again for a few weeks...then back to this. Ford is doing absolutely *nothing* to help me with my problem, besides giving me lip service. Everyone that's driven it has flat out stated, "Yes there's something wrong with the transmission", but then the service manager refuses to do anything about it because the computer doesn't throw errors.

It's a bunch of inexperienced techs following orders from a group of corporate yes-men that wouldn't dream of doing anything that would cost corporate Ford extra money. It's a horrible joke that's leaving its customers in a bad mood.

I hope the execs are surprised and confused by the fact that ford is now second from the bottom in customer service after being right at the top when these cars came out. Funny how quickly things can change when companies stop caring about their customers and care more about the bottom-line.
11-12-2012 03:04 PM
jellybean Good luck with your case escalation.....Mine was escalated a while ago and there is still no resolution and I doubt there ever will be. The dealer wanted me to go have a "black box" installed so when the issue occurs again, I can press a button on the device to record events. Here is the kicker.

The dealer wants me to put a $1500 deposit down on the unit.
Once installed, I have 4 seconds to hit the button when something happens.(try doing that while you are trying to avoid an accident in busy freeway traffic).

The only thing I have seen from having my case escalated, is that Ford Customer Service will regurgitate the information you give them to the dealer.

When I told them the above info, I was told that I can go to another dealer..thanks, I need you for that.

Why should we, as customers, have to be guinea pigs for this. We are not talking about an isolated incident. We are not talking about a cosmetic issue. This is, as far as I am concerned, as very dangerous issue.
11-12-2012 02:41 PM
FordService
Quote:
Originally Posted by Earls grandson View Post
2012 focus 9000 mi had it almost 1 year. I still have hope this shutter , jerking hesitation.. Slipping can be fixed cause this car has great potential of being my favorite little car . Mine is SEL. going to dealer tomorrow...
Hi Earls grandson,

How did it go at the dealership? Do you still have any questions or concerns? I'm happy to step in and see how I can help; just send me a PM and we'll get started.

Quote:
Originally Posted by Shorty Long View Post
my dealership couldn't find anything wrong in the wake of the slipping episode i had...i took mine in for the recall this summer; they hooked it up to the computer on friday and couldn't find any errors
Quote:
Originally Posted by paul21 View Post
I experienced this on Friday. I was driving on the interstate, and I went to pass a semi. I put the pedal down and got 6.9k RPM in 'D' with no acceleration at all. I'll hookup my OBD-2 logger and get some data logged for this and a video if I can, but I doubt that'll motivate the dealer to replace my clutch assembly...
Hi Shorty Long and paul21,

I'm happy to get your cases escalated to your regional customer service managers. I'll just need a PM from you both with your VIN, dealer, mileage, daytime phone number, and full name; I'll do the rest!

Thanks everyone!
Crystal
11-12-2012 06:01 AM
jellybean
Quote:
Originally Posted by paul21 View Post
I experienced this on Friday. I was driving on the interstate, and I went to pass a semi. I put the pedal down and got 6.9k RPM in 'D' with no acceleration at all. I'll hookup my OBD-2 logger and get some data logged for this and a video if I can, but I doubt that'll motivate the dealer to replace my clutch assembly.

Build May 11, 2011 , I got the 12B34? as well.
I would love to know if you find any codes and what the outcome is. My dealer has not found anything.
How did you get it back into gear? I had to turn my car off and back on again.
11-11-2012 10:24 PM
paul21 I experienced this on Friday. I was driving on the interstate, and I went to pass a semi. I put the pedal down and got 6.9k RPM in 'D' with no acceleration at all. I'll hookup my OBD-2 logger and get some data logged for this and a video if I can, but I doubt that'll motivate the dealer to replace my clutch assembly.

Build May 11, 2011 , I got the 12B34? as well.
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