2012 Titanium Front Strut Low Speed Noise (Clunk/Rattle)

[hand-filer]

Originally Posted by FordCustomerService

WOOHOO! Thanks for updating us, Zillon. Glad to hear that things worked out!

-Crystal

The fact that he ended up repairing the problem speaks volumes about how Ford is handling the situation.

[dyn085]

Originally Posted by hand-filer

The fact that he ended up repairing the problem speaks volumes about how Ford is handling the situation.

^^^This. The length of this thread also speaks volumes. And this is only a fractional percentage of the population of Focus owners.

I'm not going to go as fas as saying that Ford is doing nothing, but many of us fight tooth-and-nail against the Focus Haterz all while have to deal with suspensions that sound like they are going to fall out of the car (a little exagerated, but not by much in my case).

Every couple of months or so people have to re-pm all of their info, and few people are reporting long term fixes. While I hope you can help, Crystal, you're walking into a very frustrated crowd that is having to spend their hard-earned money to engineer and test possible solutions to fix their brand new cars.

Sent from my stupid phone.

[Zillon]

Originally Posted by hand-filer

The fact that he ended up repairing the problem speaks volumes about how Ford is handling the situation.

I can't complain about the Ford Customer Service team, they did what they could for me as far as escalating my issues to the right people. Unfortunately, maintaining a consistent level of customer satisfaction at the dealer level is where Ford needs the most work.

[hand-filer]

Originally Posted by Zillon

I can't complain about the Ford Customer Service team, they did what they could for me as far as escalating my issues to the right people. Unfortunately, maintaining a consistent level of customer satisfaction at the dealer level is where Ford needs the most work.

Understood. My frustration is intended more toward Ford the corporation, not the customer service team. They don't exactly have it easy.

[HuskerFocus]

Originally Posted by hand-filer

Understood. My frustration is intended more toward Ford the corporation, not the customer service team. They don't exactly have it easy.

Agreed.

And on the dealership level, I would imagine (at least in my experience) that most of the service managers are nice and understanding. It is likely the mechanics that make it tough ... if they don't want to do the work they may say they couldn't hear the noise (my current problem) or that it is 'normal' for the car (which many have posted on this board) even when a TSB is out.

[jrn146]

Originally Posted by FordCustomerService

Hi eriksarnstrom and Uptcv1:

I want to escalate both of you to your region's Customer Service Managers. They'll reach out to your individual dealers and resolve your concerns. Send me a PM with your VIN, mileage estimate, preferred servicing dealer and a good daytime contact number. I'll get the ball rolling!



WOOHOO! Thanks for updating us, Zillon. Glad to hear that things worked out!

-Crystal

Crystal, instead of a WOOHOO PLEASE pass the fix up the line so Ford can fix this properly. WE shouldn't have to pay for parts out of pocket for cars that are under warranty. Hats off to Zillon for giving us hopefully a long term fix.

[eriksarnstrom]

Originally Posted by FordCustomerService

Hi eriksarnstrom and Uptcv1:

I want to escalate both of you to your region's Customer Service Managers. They'll reach out to your individual dealers and resolve your concerns. Send me a PM with your VIN, mileage estimate, preferred servicing dealer and a good daytime contact number. I'll get the ball rolling!



WOOHOO! Thanks for updating us, Zillon. Glad to hear that things worked out!

-Crystal

Not sure that I'm ready to be handing that info over. My family owns the dealership that I'm using and honestly at this point they have been doing everything they can to help with the problem. The fix needs to come from Ford and not from the consumers.

[wilsonfocus86]

Originally Posted by FordCustomerService

Hi eriksarnstrom and Uptcv1:

I want to escalate both of you to your region's Customer Service Managers. They'll reach out to your individual dealers and resolve your concerns. Send me a PM with your VIN, mileage estimate, preferred servicing dealer and a good daytime contact number. I'll get the ball rolling!



WOOHOO! Thanks for updating us, Zillon. Glad to hear that things worked out!

-Crystal

Originally Posted by FordCustomerService

Hi wilsonfocus86,

I can understand your frustration. I'm happy to step in and see how I can help you. Shoot me a PM with your details (VIN, mileage, preferred servicing dealer, and daytime phone number) and I'll start investigating.

Thanks,
-Crystal

Again, Crystal, what can and is FORD doing besides you little peeons "sending" along our information? Oh, you are going to preform the exact same TSB.. clap clap clap... Apparently someone is blind that the fact of the matter is that this isn't working. We have to make time out of our day to run the hoopla with you guys. Again, I love my Focus, don't get me wrong (you'll probably make a woohoo comment about that), and my Dad is still with Ford after 34 years, but it's a big moment when there is not a simple answer. You get me?

Zillion, send us your parts order bank, and we will all bill ford! *highfive*

[hand-filer]

Originally Posted by wilsonfocus86

Again, Crystal, what can and is FORD doing besides you little peeons "sending" along our information? Oh, you are going to preform the exact same TSB.. clap clap clap... Apparently someone is blind that the fact of the matter is that this isn't working. We have to make time out of our day to run the hoopla with you guys. Again, I love my Focus, don't get me wrong (you'll probably make a woohoo comment about that), and my Dad is still with Ford after 34 years, but it's a big moment when there is not a simple answer. You get me?

Zillion, send us your parts order bank, and we will all bill ford! *highfive*

Are the condescending remarks really necessary? They aren't the ones responsible for the design deficiencies of your car. Give it a rest.

[Zillon]

Easy now, guys. No need to kill the messengers here.