2012 Ford Focus Steering Problem

[cardoc1]

The car is still steering ok. When I first had the problem it felt like the steering gear was binding. I drove down my street at about 10 mph quickly turning the wheel back and forth about 20 times. I have had no problem since. I hope that fixed it perminently
( I still need a spell checker)

[FordCustomerService]

Originally Posted by csvt2060

Update: They are replacing the steering rack in the Focus I drove (built October).

I'm glad they are working to resolve your steering issue.

Originally Posted by cardoc1

I decided to take it on a 100 mile road trip to Sacramento. That's when I discovered a major problem. I too couldn't keep it going in a straight line. I had to constantly saw at the wheel. By the time I arrived at my destination my arms and shoulders hurt so much that I could hardly move them.

Hey cardoc1,

Ouch, sorry it was so tough on your trip. Glad it's easier now, though. Please PM me your VIN, contact information, mileage, & servicing dealer name/state and I'll assist.

Originally Posted by texas75218

Yes there are a number of ones after that build date with the issue.

I replied to your PM, and I'm happy your parts arrived and your Focus is taken care of.

Originally Posted by jjessop

Cardoc, exact same issue here! Got our SE in mid October and drove to Sacramento on the same route you did, 680/80 from Castro Valley and I was a mess when we got there.

Please keep me updated. My offer of escalation is still available if you need me.

Originally Posted by drvudoo

After 3K the ride has gotten harder and the event that initiates the over correction has diminish but not totally gone away. Thanks to Natasha it's at a dealership Ford has more comfort dealing with. If you are in the San Diego area Pearson Ford in Kearny Mesa has the nicest front end service department I've been in. I will hopefully get my car back today. I'll report back in a couple of weeks to let you guys know if the issue is resolved.

Thanks for the great update! I'm happy to help.

~Natasha

[jjessop]

Was hoping to hold out a bit longer but at 1,000 miles had to finally take the car in for the highway wandering issue. It was getting worse, not better and I could no longer stand driving it on the highway nor did I feel safe.

Arrived at the dealer with the forum pages printed out and they quickly found the service bulletin and assured me they knew what the issue was and the new steering gear would correct it. Crossing my fingers that this is resolved on the first try and was impressed with the dealer so far.

[FordCustomerService]

Originally Posted by jjessop

Arrived at the dealer with the forum pages printed out and they quickly found the service bulletin and assured me they knew what the issue was and the new steering gear would correct it. Crossing my fingers that this is resolved on the first try and was impressed with the dealer so far.

Awesome! Thanks for the follow up.

~Natasha

[drvudoo]

Originally Posted by FordCustomerService

I responded to your PM explaining the best possible way to assist. If you prefer to wait and see if it has stopped wandering, that's perfectly fine, but I am here if you need me.

~Natasha

OK here it goes.

After thinking about it, I decided to go with Natasha's offer. Someone from Ford Customer Service called me. I was hesitant if anything was going to happen since the wandering was not occurring as frequent was it had been. Tammy(?) from Ford Customer service asked if I want to use my dealer's service department or another. I chose another service department that Ford had a good working relationship with. I was glad I chose the latter. The service department at Person Ford here in San Diego was night and day from Fuller. The service adviser treated me like a valued customer and not a bother. After a day they came back with a diagnosis of parts replacement. Went back in to get a rental while they waited for parts. I was given a Chevy Aveo. OMG my broken focus is 10x the car the Aveo was. What a pile of crap. No wonder why import cars ruled the sub compact class.

Natasha you gotta do something about your supply chain. I had to wait a week for the new steering gear to come in.

Well right out from the dealer the steering was stiff. I mean stiff all the time, as if I had no power steering. I thought I was driving my parent's 80's Mazda.

Drove it on my normal commute. The back end kicked out due to road construction on the freeway. The steering stayed true. With this fix driving is a bit dead. I've lost a lot of feel. Taking corners at speed has lost that loving feeling.

The end story is no more wandering after a week and a half, the stiffness has faded a bit. I have confidence in the car. I feel safe, which was the whole reason I went with Natasha's help.

I'm very glad Ford did not say that my wandering problem was just perception of how a new steering systems works. For those of you who posted that owners that have this issue are crazy. I hope you never have the unsafe feeling I've had driving this car. I hope you never worry that your car is driving itself and possibly injuring yourself and your family driving inside.

Thank you Ford for stepping up and resolving my issue.


Ford please make sure this fix is available any customer and not just Focus that are manufactured before a certain date. There are too many happy customers after the service for this to be forced upon by your customers to their service department.

[FordCustomerService]

Originally Posted by drvudoo

The end story is no more wandering after a week and a half, the stiffness has faded a bit. I have confidence in the car. I feel safe, which was the whole reason I went with Natasha's help.

Thanks for the positive message and feedback. I appreciate it! I'm sorry the steering rack took a few days to get there, but am thankful it resolved your concerns. Please keep me in mind if you have any questions.

~Natasha

[whynotthinkwhynot]

Originally Posted by FordCustomerService

I'm sorry the steering rack took a few days to get there

It probably seemed more like a year driving an Aveo.

[jjessop]

Quick update, despite my earlier positive attitude that things were getting fixed I just got off the phone with the dealer. Ford Engineering says my production date had already been fixed and my steering rack should not have an issue. OK....great, then why does my car weave gently back and forth on the highway? Back to visit the dealer (and my car) tomorrow but I'm already mentally prepared to drive it off and trade it in on a new Honda.

-jerry

[csvt2060]

Originally Posted by jjessop

Quick update, despite my earlier positive attitude that things were getting fixed I just got off the phone with the dealer. Ford Engineering says my production date had already been fixed and my steering rack should not have an issue. OK....great, then why does my car weave gently back and forth on the highway? Back to visit the dealer (and my car) tomorrow but I'm already mentally prepared to drive it off and trade it in on a new Honda.

-jerry

They are full of it. I drove another Focus that was built in October that had the steering rack issue straight from the factory, so clearly they are still putting these things out with bad racks. In fact, when the replacement rack was ordered, it was on backorder until January. Dealer put an emergency order in and then they sent one of the old part number racks. I think they are in process of switching suppliers or rack design.

[drvudoo]

Originally Posted by jjessop

Quick update, despite my earlier positive attitude that things were getting fixed I just got off the phone with the dealer. Ford Engineering says my production date had already been fixed and my steering rack should not have an issue. OK....great, then why does my car weave gently back and forth on the highway? Back to visit the dealer (and my car) tomorrow but I'm already mentally prepared to drive it off and trade it in on a new Honda.

-jerry

Did Ford Customer Service call you? I was afraid I was going to get the response you got. I think the Ford servicer Customer service talked to, over rode that build date in the TSB. Natasha why are servicers still locked into this build date. There are a few customers seeing the same issue after that August 12th build date. Why not spend a few dollars to save a 16k+ sale?

Working on the service side for a large consumer electronics company. I understand ASC have autonomy. I know that when a customer complains the corporate office can force a ASC to do the repair or find and ASC that will. Losing warranty work seems like a big threat. Such easy money for the servicer.