Ford Focus Forum, Ford Focus ST Forum - View Single Post - How to escalating a service problem the dealer refuses to resolve
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Old 09-18-2012, 12:06 PM   #7
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Quote:
Originally Posted by 2012sel View Post
Crystal,

I'm fine, now. I used to have the DCT 1st gear to 2nd gear shudder and accelerating in second gear shudder (started around 12,000 miles). Man, that's just plain embarrassing to drive a new car doing that. My experience told me it was a friction issue with the clutch plates and so I gave them a good workout with repeated heavy acceleration and the symptoms went away. Evidently, that "fix" doesn't work for some.

I posted this thread as a sympathetic gesture for another member of Focus Fanatics. I know sometimes a dealer will give the runaround til the customer is blue in the face. I want to document how we can get help reaching a resolution when the dealer can't seem to accomplish one to the customers satisfaction. I know that information is available. I used to be roommates with a couple of service writers that would always mention contacting the "Regional Office" to resolve problems.

Can you post contact information for concerned customers wanting to go beyond the dealer? Something that would still be valid in the months ahead that would be great.

Thanks
Hi again,

Thanks for responding. For the record, I'll help with anyone who is experiencing this issue. I try to look through the threads and reach out to people specifically, but for anyone seeing this in the future: Please send me some background on what you're experiencing and your specific details (VIN, mileage, preferred servicing dealer, daytime phone number); I'll escalate the concern to the appropriate regional Customer Service Manager.

I hope this helps!

-Crystal
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