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Topic Review (Newest First)
02-06-2014 05:41 AM
CunFFS13 Wow! Nice upgrade! Let's all of us do it!
Oh oh! There's not lemon law down here
:(
02-05-2014 07:08 PM
BlazeFocus For the benefit of anyone else locating this discussion now & in the future,
FoMoCo's RAV (Re Acquired Vehicle) division is not actually a part of Ford.
It's these guys:

ADITYA BIRLA MINACS
www.minacs.adityabirla.com

Meaning it's outsourced to a firm that specializes in doing this sort of stuff.
Real Ford Regional Customer Relations/Service Managers are NOT part of this arrangement and when you get involved with a RAV lemon claim, they (Ford RSR's) will take a hands-off approach. So in other words, if you have been working with a RSR from Ford on vehicle issues, once the balls starts rolling down the buyback/replacement path, you're handed off to Minacs for the particulars and that's where the quality, customer oriented service Ford is known for, goes to hell in a hand basket.

I've attached a corporate overview of their deal for anyone interested.
Looks good from a bean-counter point of view;
Fails on execution (for the consumer).

Here's the rub; depending on who you get over there at Minacs, as your assigned case manager, results will vary greatly. Google about this company and you'll find a plethora of employee and x-employee feedback. It's a true Call Center organization and the mediocrity is astounding.
The mediocrity and the incompetence.

Quote:
Originally Posted by forceflow2 View Post
TLDR: Ford replaced my Focus with a new car.

Haven't posted here much in the last few months or so because I have been dealing with getting this resolved.

In November, after the car had been in for repairs for another 11 days and problems still existed, I filed a complaint with the BBB, the first step in the Lemon Law process for my state. I got an email a day or so later from them. They stated that Ford might be in contact with me to deal with my issues. Ford had already set up a time to call me regarding it. This was, easily, the most useless call I have ever been a part of. It lasted about 20 minutes and was little more than my regional CSM telling me "The dealership said they fixed all the issues, whatever you're experiencing now is in your imagination. Don't follow through with your complaint, you're wasting your time. Just take it back into the dealership and tell them what's happening. Just be patient, issues take time to repair. The car is expected to work like that to some degree." Since my car had already been in the shop for 43 days at multiple dealerships for significant repairs, that was an unappealing resolution. Apparently Ford's position is that having your car in for repairs for longer than it took to build the thing is acceptable.

I proceeded with my BBB complaint and a while after the paperwork was all filed, I received an offer from Ford to have a Ford mechanic look at my car to fix any issues he deemed needed fixing and they would give me a 7 year extended warranty. This too was unappealing since I had already had an extended warranty and it did me no good and just having it in for repairs for even longer with no guarantees of repair was ridiculous. I opted to proceed to the BBB's arbitration process. (Up to this point was mediation.) I had a hearing scheduled for December 6 and scheduled vacation time at work so I could drive up there and attend it.

About a week later, on November 30th, I received an email stating that Ford had made another offer, a MSRP to MSRP swap for another Ford vehicle on the dealer's lot. Specifically, they would give me the MSRP value of my Focus, minus a small usage fee based on the mileage of first major repair ((5665/100000)*MSRP), towards a new Ford/Lincoln vehicle of my choosing so long as I paid the difference and it was at least the same price. I figured that since this was an offer that required no more real work on my part and I possibly wouldn't get anything much better at arbitration, I accepted.

Today, after a number of false starts mostly due to Ford's reacquired vehicle unit (apparently they have an entire department devoted to this) failing to send all of the documents and not really returning mine or the dealership's calls (which led to the first dealership just washing their hands of it and backing out near the very end of the process. During the entire process I went through three different caseworkers and nobody else would talk to me or answer any of my questions since they "weren't handling my reacquirement"), I finally picked up my replacement vehicle. I opted for a 2013 Ford Mustang V6 Premium because a Focus was out of the question, a Taurus too big, and the Fiesta was too cheap. Ideally, I wouldn't be driving another Ford at all, but I suppose this is the best of a bad situation. It was down to either a Fusion or a Mustang and they only had two 2013 Fusions on the lot, a Hybrid for ~$40k and a poorly equipped model with MFT. Since I didn't fancy almost doubling my monthly payment and was even less inclined to deal with MFT even more, I went with the Mustang. It helped that the Mustang wasn't a completely new generation that apparently catches on fire. Here's hoping this works out better than the Focus.
01-20-2013 03:41 PM
csvt2060
Quote:
Originally Posted by GhiaFan View Post
So are you saying what works for One Ford world cars in the rest of world does not work or is able to function in Ford North America.
Would you prefer Ford North America to return to what was and develop & engineer their own cars and trucks.
I don't know how it's working for the rest of the world.....all I know is since they have decided to make some of the offerings in the US to match what they have had in the European market....and Ford's USA and EU engineers have had to work closely together to define specialized regulation needs and functionality customers expect in each market... has turned out to be a huge challenge.....on top of that keeping the bugs out of the systems and the dealerships trained in these changes has not been very smooth and it's at the expense of their customers and ratings/quality scores.

I am not ready to say they should return to the North America engineer/develop. I like what they are doing in "concept", but I don't like that I am beginning to doubt Ford's ability to successfully implement a reliablie vehicle out of the gate. It shouldn't have to fall on the customers shoulders, just because it's in warranty, to figure out and deal with what we have had to. I don't have time to hang out at the dealer every month. And they haven't done enough to improve their customer service to deal with this increase in warranty work, both at the dealership level and Ford's own customer service hotline and regional customer service managers. I am a loyal customer, have owned nothing but Ford's all my life, and have always given the company my upmost support; but I am finding I don't have much to stand on at this point.

Thus the comment on the Mustang....being Ford's bread and butter and bred in the US to those standards for many years....it's a solid decision for those who want to set back and let Ford work out the "world car" teething/functionality/reliability issues.
01-20-2013 01:45 PM
GhiaFan
Quote:
Originally Posted by csvt2060 View Post
No prejustice meant, let me reword that then---"World Car" teething/reliablity issues. On top of that electronics/operation/diagnostics differences for both the customer and technicians that are not typical Ford USA has caused many headaches thus far. Both these vehicles are the European Focus and Kuga respectively.

The factual data is both Ford's drop in initial quality and relibility since they have moved toward the "one Ford" plan, along with my personal experience with both of Ford's first "world car" implementations--2012 Focus and 2013 Escape that both combined have surpassed all issues and warranty claims on the past 6 new Ford vehicles I owned that came before them.
So are you saying what works for One Ford world cars in the rest of world does not work or is able to function in Ford North America.
Would you prefer Ford North America to return to what was and develop & engineer their own cars and trucks.
01-20-2013 01:29 PM
gurkpimpin Its the techs that don't want to do the work because it doesn't pay them as good as a out of pocket does... My dad works at a Ford dealer that is rated number 1 in customer service. Its a matter of people like what they are doing and not just doing the minimal of work to get you out and make toy think they fixed it.

Sent from my SPH-D710 using FF Mobile
01-20-2013 12:51 PM
csvt2060
Quote:
Originally Posted by GhiaFan View Post
Why would refer Ford USA problems to Euro reliability issues?
We in Europe are not having any reliability issues with the Focus or 1.6 EcoBoost, especially the issues that owners in North America are having.

I don't appreciate such a prejudicial statement , unless of course you have factual data to back up such a statement.

As an owner of a Focus and knowing many that own them are not having dry clutch Powershift issues, 1.6 EcoBoost issues, sagging rear view mirror issues,
rear tail lamps rubbing paint off issues, steering wheel peeling chrome trim peeling issues, clunking front end suspension issues, squeaks and rattle issues or fit and finish issues.
No prejustice meant, let me reword that then---"World Car" teething/reliablity issues. On top of that electronics/operation/diagnostics differences for both the customer and technicians that are not typical Ford USA has caused many headaches thus far. Both these vehicles are the European Focus and Kuga respectively.

The factual data is both Ford's drop in initial quality and relibility since they have moved toward the "one Ford" plan, along with my personal experience with both of Ford's first "world car" implementations--2012 Focus and 2013 Escape that both combined have surpassed all issues and warranty claims on the past 6 new Ford vehicles I owned that came before them.
01-20-2013 07:36 AM
forceflow2
Quote:
Originally Posted by TheGlassMaker View Post
Nice buy, I hope she works out for you.

Question, did you only have choice from one lot? You said "it was down to fusion or mustang one fusion was too expensive the other poorly equipt." If so that sucks that you had slim pickings. Again congrats.
Kinda. They would have ordered me one, but the ordering bank for the 2013s closed and I didn't want to wait until April for the estimated arrival of a 2014, especially when it'd be such an early build and the deal was supposed to be finished 60 days after the initial VIN was given to Ford (about 45 days ). They didn't change anything really from what I have heard, but I didn't want to take the chance. I asked about a dealer swap to get one that was closer to what my ideal one would have been, but apparently they don't do that in these instances.

Quote:
Originally Posted by Blizzard35 View Post
To end the call, you have to "hold down" the button until the call is ended. When you push the button to answer a call, you only have to push it and let go.
It's all listed in your manual.
Thanks. I know it is, I just haven't had time to go through it yet.
01-20-2013 07:08 AM
Blizzard35
Quote:
Originally Posted by forceflow2 View Post
Yeah, that's what I thought since it has a picture of a phone with a down arrow on it (hang-up icon), but it doesn't actually end the call. It works to answer the call, which makes no sense (seems like it should reject it), but refuses to end it. It's possibly something to do with my phone, I dunno. Just have to look into it.
To end the call, you have to "hold down" the button until the call is ended. When you push the button to answer a call, you only have to push it and let go.
It's all listed in your manual.
01-20-2013 06:30 AM
TheGlassMaker Nice buy, I hope she works out for you.

Question, did you only have choice from one lot? You said "it was down to fusion or mustang one fusion was too expensive the other poorly equipt." If so that sucks that you had slim pickings. Again congrats.

Sent from my LGL55C using FF Mobile
01-20-2013 04:26 AM
mikebontoft beautiful color. needs white or black twin stripes. lol
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