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Old 09-18-2012, 09:42 AM   #1
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How to escalating a service problem the dealer refuses to resolve

Ford Mechanics and 3rd Gen. Focus owners with experience on how to successfully escalate a problem beyond your local Ford Service department please click "Post Reply" with advice and instruction on how you successfully escalated a problem and get results.

This thread is in direct response to a DCT issue (quoted below)...
Originally Posted by 2012sel View Post
I know I didn't explain it in my original reply, but I suspected that the noise was happening to me in the same situation you describe above. Second gear accelerating up a hill.

Your situation must be worse then mine because I was able to eliminate the noise as I described before.

It is NOT "normal". And I second the comment that if it was, it would be happening in all the other vehicles. If they say it's normal and that's Ford's opinion of a quality product, I'll be considering a Japanese model for my next vehicle.

You need to stay on your service department and get it resolved. It's that kind of BS customer service that makes me sick to hear.

FYI, this member had this problem resolved (at least at the time of this posting)...

From page 4 of this thread

Quote from transmission "improvements" article published December '11...
Perhaps this issue was addressed by some rolling changes to the hardware that have been rolled out on more recently built cars, including revised "long-shoulder rivets" in the clutch itself, to reduce chatter/vibration during launch, and new right-hand engine mounts to quell a vibration at idle. The shifter itself is revised to make it harder to overshoot "Drive" and end up in "S."
xpartmgr: Well I stayed on the service department to the tune of my car being in 2 different shops for 40 days since Feb. Now I need to take it back for new issues. I get more issues than I do solutions with this car. I have been a loyal Ford customer for years, but this car has not made me feel good about them lately. I figure most car companies would be the same, but I guess I just expect some type of solution at some point. My wife has a 2013 Elantra GT and it has had zero issues. She loves to pint that out to me each time we take my car and the MFT crashes or the car "growls" each time it shifts.

Reply's as of Sept. 19th, 2012...

Originally Posted by FordCustomerService View Post
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!

Originally Posted by Tiger-Heli View Post
As mentioned, your basic options are:
  • Find a dealer with a better service department that is willing to resolve the issue (but this could be bad in a rural area where dealers might be 50 miles apart).
  • Escalate the issue to the Regional Service Manager - but this could backfire if he ends up supporting the initial dealership and then you try to work through it elsewhere.
  • Contact Member FordCustomerService on here and let them work it behind the scenes.

I'm not a great fan of posting "Good Mechanics/Service Departments" on here, b/c 1) One mechanic might be EXCELLENT on one system and sub-par on others. 2) Mechanics can switch from dealership to dealership - so excellent mechanic at Joe's Ford might be working at Fred's Ford next week. 3) Service Managers can switch dealerships or GM's can, so the dealership with the best or worst service department this month might not be the same 6 months from now.

2012 SEL 5 door w/Premium Package - April 2011 | 1957 Chevrolet 3200 - 2005
Past Rides
2000 F150 Sport 2000-2011 | 1988 Ranger XLT 4wd 1988 - 2000 | 1966 Mustang 1983 - 2008 | 1963 Ford Econoline Van 1979 - 1983

Last edited by 2012sel; 09-19-2012 at 12:17 PM.
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