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Thread: Ford's letter regarding the "PowerShift 6 Speed Operating Characteristics" Reply to Thread
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Topic Review (Newest First)
09-19-2014 12:02 PM
Kabigon
Quote:
Originally Posted by mr_cassandra View Post
I am glad (after two years plus) that Ford has now issued a voluntary recall for the DCT transmission problems. I think in this one case, Ford had treated their loyal customers miserably and with no respect.

At this point hopefully owners can get the support they needed from day one, as they were told by dealers verbally and in writing that all those symptoms were normal and/or that they were driving it wrong (until now Ford has issued a voluntary recall-completely invalidating that)

The voluntary recall by Ford should put an end to the mis-information from dealers as well as the misguided ford supporters who thought people were unfairly pushing this subject. And also the odd collection of DIY fixes posters were pushing like WOT.

It would be great if the guy who created the 4-page "everything is normal" memo could be forced to consume it on nationwide TV.

It turns out that the posters here who wouldn't let up on this were merely....correct.

Best wishes to all, I said I'd be done when a recall was issued and it has been, Steve
It seems that you have a number of misunderstandings regarding this topic.
Read the letter from Ford and have someone explain it to you if necessary.

It turns out that the posters here who wouldn't let up on this were merely....wrong.
Clearly the issue all along has been inconsistent (and often subpar) service.
09-19-2014 10:40 AM
TooOld
Quote:
Originally Posted by FordService View Post
Hey guys,

I'm seeing some understandable confusion with the different terms used. Here are some definitions to help you guys out. :)

A Customer Satisfaction Program (CSP) is an available upgrade to a specific component or an extension of an existing warranty. Customer Satisfaction Programs are VIN specific and time and mileage limitations do apply.
A dealership must review a customer's original receipts to determine if a refund for repairs completed prior to a program announcement can be applied for. All refund requests must be submitted through the dealership.
Depending upon the type of Customer Satisfaction Program launched, concerns may or may not need to be present in order for the repair to be completed.

A recall is an action by the Company to remedy a safety or emissions related concern related to a vehicle defect or regulatory requirement. It may require that you return your vehicle to the dealer for service. If your vehicle is not affected, it may be because it was built at a different time or using a different part than the affected vehicles. Ford Motor Company will repair those vehicles specifically mentioned in a recall announcement and programs are VIN specific. If a program is announced on a specific component, Ford will notify you by mail. Should you receive a letter, we suggest you contact your dealer as soon as possible to schedule an appointment. All recall and customer satisfaction program repairs must be completed by an authorized Ford or Lincoln dealer and will be performed at no charge.
In order to receive a refund, the vehicle's owner will need to submit the original repair receipts to any Ford or Lincoln dealer in the U.S. for review. Repairs completed at a non-Ford dealer are not eligible for reimbursement unless the owner paid for the repair prior to the recall announcement.
Provisions for rental vehicles vary by recall program and the owner letter received will provide loaner details of a loaner provision if included. Your local Ford dealer will also have details on rentals associated with recall programs.

A Technical Service Bulletin (TSB) is a supplement to a vehicle's repair manual and does not suggest nor provide additional coverage. Coverage of any repair is determined by eligibility under the provisions of the New Vehicle Limited Warranty, a Customer Satisfaction Program or a Recall.

In short, Customer Satisfaction Programs and TSB's are not recalls.

I hope this helps!

Meagan
So the "voluntary recall" as announced by someone who doesn't work for, nor drive a Ford Motor Company vehicle is incorrect?
09-19-2014 10:16 AM
FordService
Quote:
Originally Posted by jimfocus View Post
Is this a "voluntary recall" or did they extend the warranty?
Quote:
Originally Posted by Tubeway Army View Post
I did not think the Customer Satisfaction Program letter was a recall?..
Hey guys,

I'm seeing some understandable confusion with the different terms used. Here are some definitions to help you guys out. :)

A Customer Satisfaction Program (CSP) is an available upgrade to a specific component or an extension of an existing warranty. Customer Satisfaction Programs are VIN specific and time and mileage limitations do apply.
A dealership must review a customer's original receipts to determine if a refund for repairs completed prior to a program announcement can be applied for. All refund requests must be submitted through the dealership.
Depending upon the type of Customer Satisfaction Program launched, concerns may or may not need to be present in order for the repair to be completed.

A recall is an action by the Company to remedy a safety or emissions related concern related to a vehicle defect or regulatory requirement. It may require that you return your vehicle to the dealer for service. If your vehicle is not affected, it may be because it was built at a different time or using a different part than the affected vehicles. Ford Motor Company will repair those vehicles specifically mentioned in a recall announcement and programs are VIN specific. If a program is announced on a specific component, Ford will notify you by mail. Should you receive a letter, we suggest you contact your dealer as soon as possible to schedule an appointment. All recall and customer satisfaction program repairs must be completed by an authorized Ford or Lincoln dealer and will be performed at no charge.
In order to receive a refund, the vehicle's owner will need to submit the original repair receipts to any Ford or Lincoln dealer in the U.S. for review. Repairs completed at a non-Ford dealer are not eligible for reimbursement unless the owner paid for the repair prior to the recall announcement.
Provisions for rental vehicles vary by recall program and the owner letter received will provide loaner details of a loaner provision if included. Your local Ford dealer will also have details on rentals associated with recall programs.

A Technical Service Bulletin (TSB) is a supplement to a vehicle's repair manual and does not suggest nor provide additional coverage. Coverage of any repair is determined by eligibility under the provisions of the New Vehicle Limited Warranty, a Customer Satisfaction Program or a Recall.

In short, Customer Satisfaction Programs and TSB's are not recalls.

I hope this helps!

Meagan
09-19-2014 09:46 AM
Tubeway Army
Quote:
Originally Posted by mr_cassandra View Post
I am glad (after two years plus) that Ford has now issued a voluntary recall for the DCT transmission problems. I think in this one case, Ford had treated their loyal customers miserably and with no respect.

At this point hopefully owners can get the support they needed from day one, as they were told by dealers verbally and in writing that all those symptoms were normal and/or that they were driving it wrong (until now Ford has issued a voluntary recall-completely invalidating that)

The voluntary recall by Ford should put an end to the mis-information from dealers as well as the misguided ford supporters who thought people were unfairly pushing this subject. And also the odd collection of DIY fixes posters were pushing like WOT.

It would be great if the guy who created the 4-page "everything is normal" memo could be forced to consume it on nationwide TV.

It turns out that the posters here who wouldn't let up on this were merely....correct.

Best wishes to all, I said I'd be done when a recall was issued and it has been, Steve
I did not think the Customer Satisfaction Program letter was a recall? Dealer told me that a few people brought their cars in and a number did not past the threshold test to replace the clutch packs, but still had shuddering issues.

When I dropped my car off yesterday, there was another Focus in front of me, the owner was in a heated discussion with another Service Writer say that the car was not safe to drive and that she didn't want her Daughter driving it further till it was fixed, the Service Writer said openly that the transmission is a bad design. I was told by another service tech that they replace one clutch pack a week currently and have turned away some customers based on Ford's unwillingness to do 100% replacement.

I have had complete loss of throttle in traffic, intersections and etc, the car was dangerous to drive in my opinion and I'm surprised the NHTSA did not require them to do a mass recall due to safety issues. I think this may bite Ford in the backside down the road if there are any fatalities due to it.

I'm done with Ford and the Focus after all these shenanigans.
09-19-2014 07:18 AM
jimfocus Is this a "voluntary recall" or did they extend the warranty?
09-19-2014 07:09 AM
mr_cassandra I am glad (after two years plus) that Ford has now issued a voluntary recall for the DCT transmission problems. I think in this one case, Ford had treated their loyal customers miserably and with no respect.

At this point hopefully owners can get the support they needed from day one, as they were told by dealers verbally and in writing that all those symptoms were normal and/or that they were driving it wrong (until now Ford has issued a voluntary recall-completely invalidating that)

The voluntary recall by Ford should put an end to the mis-information from dealers as well as the misguided ford supporters who thought people were unfairly pushing this subject. And also the odd collection of DIY fixes posters were pushing like WOT.

It would be great if the guy who created the 4-page "everything is normal" memo could be forced to consume it on nationwide TV.

It turns out that the posters here who wouldn't let up on this were merely....correct.

Best wishes to all, I said I'd be done when a recall was issued and it has been, Steve
09-18-2014 08:19 AM
Tubeway Army I just got the latest TSB applied with the Rev D Clutch pack, all my problems with transmission disappeared, aside from the car is still annoying to drive in stop and go slow traffic in D mode.

What amazes me is the so called "tolerance test" they perform to green light the fix, I was told upfront that if it doesn't fail the test, Ford won't authorize replacement. After repeated attempts to get it fixed at 3 different Ford Dealers, the Customer Satisfaction letter came a couple of weeks ago mentioning the Powershit Transmission, so I made an appointment and dropped it off and the dealer had it for 5 days, waiting for parts to arrive.

So when I go to pick it up, the Service Writer stated that they tested the transmission 6 or 7 times and that it almost didn't fail, but did on the last test. I was like, isn't it obvious there is something wrong here?

Time will tell if this is a fix or just a band-aid, I'm hoping it solves it. The extended warranty is nice, but in all honesty I lost my taste for Ford and the car after dealing with the dealerships telling me for over 1.5 years, that the issues I was having with my transmission were normal and that's the way it is. The transmission issues in my opinion were dangerous, I had total loss of throttle and throttle response turning into oncoming traffic, going through intersections and pulling out in front of traffic. Just normal driving modes.

I was close to pulling a Lemon on it, but the rules in Florida are based on how long the car is in the shop and how many times for the same problem. I'm also not a in a good predicament financially to get a replacement, so for now I'm stuck with it. Hopefully the fix will ease my pain until I can trade it in and now is not a good time since used cars are not moving too well, people are buying new.
09-17-2014 10:57 PM
rebelx
Quote:
Originally Posted by nanabell View Post
Late update....We filed a BBB lemon law case in Michigan in March. There were several steps involved such as more test driving, delays, and dealer visits, but we won our case in arbitration. Ford purchased the car back in early July. As for the financial end, we feel like we made our point to some degree. Our down payment and pro-rated taxes were returned to us so we could purchase another vehicle. Thanks to all for your support. This forum and others like it (Edmunds, etc.) were the only source of hope that we had during this entire ordeal until we finally decided to file a Lemon Law case with the Better Business Bureau. They treated us with tremendous professionalism and we can't say enough good things about them.

Good luck to all.

Nancy
Glad you got your case resolved. Just curious, but when you say "Ford bought the car back," does that mean it's at the purchase price you paid or the current market price?
09-17-2014 10:55 PM
nanabell
Won our BBB Lemon Law case in arbiration

Late update....We filed a BBB lemon law case in Michigan in March. There were several steps involved such as more test driving, delays, and dealer visits, but we won our case in arbitration. Ford purchased the car back in early July. As for the financial end, we feel like we made our point to some degree. Our down payment and pro-rated taxes were returned to us so we could purchase another vehicle. Thanks to all for your support. This forum and others like it (Edmunds, etc.) were the only source of hope that we had during this entire ordeal until we finally decided to file a Lemon Law case with the Better Business Bureau. They treated us with tremendous professionalism and we can't say enough good things about them.

Good luck to all.

Nancy
07-24-2014 04:40 PM
2013MKIII
Quote:
Originally Posted by mr_cassandra View Post
add to your story that many owners report backlogs at the service centers for mechanics and parts on transmission fixes, and there have been posts here lately that Ford has extended the warranty.

so in two years we have gone from an "everything is normal" memo, and people coming up with several creative ways to quiet down the tranny (and tell themselves all was ok) to Ford extending the warranty.
My last trip to the dealer was over 2 weeks, and the first week I was without a vehicle entirely (which I think is embarassing for my dealer given that I bought a brand new car from them but that is beside the point). When I first had clutch issues a year ago the parts were on back order for several days.
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