Wednesday March 21, 2018 I had a low oil pressure light come up on my dash around 9pm. Thursday March 22, 2018 around 8am I dropped my truck off at the dealership to see what was causing the problem. The dealership says they looked at everything and could not find the problem and said they would need to tear the engine down to see what was going on inside. Monday March 26, 2018 I call to find out that the service lane manager could only tell me that the technician said that motor needed replaced, because he found scaring inside the motor. I can only guess at this time that this is not good. The service lane manager could not give me details other than it needed to be replaced.
I was told that she can order the motor and have it there in 3 days or by Thursday, and the cost to replace the motor and for the expense of the tear down to find out the problem with the motor would cost me around $9,600.00. Needless to say that I was not happy to hear that a truck motor with 109,000 miles needed to be replaced so soon. Especially since I purchased this vehicle with 5,866 miles on it and had the dealership service the truck this whole time. Then I receive a call on Thursday March 29th to tell me that this motor is on back order and will not be shipped until May 25th,2018. Yes two months before they can get the motor. I asked why it was going to take so long to get a motor the only answer I could get was "I do not know". After multiple calls and finally having to stop in at the service department to try to get answers, I needed to pick up a few things from my truck from there parking lot. While waiting for them to find the key there was a service manager who was over hearing my conversation with the manager who was servicing my truck. He said " if its a 5.0 motor they are on back order because of a header issue and that Ford had to take the motor off the assembly line in 2017, and he has a customer that has been waiting for over 4 months to get his engine replaced.
After that delightful information i was escorted to my truck by the technician who tore down the motor. I asked him what was wrong with the motor, he said " there is scoring in the motor and the bearings are ruined, I asked if the bearings could be replaced he said that Ford will not allow them to repair them, that they can only replace the motor. The service department over the course of the first 34 days from the time I dropped my truck off, tried to get me to trade my truck in for a newer one and as well offered me the corporate rate to rent a vehicle at the cost of $30 per day, and of course I turned them down. I see no reason I should have to replace my truck with a new one so you can make more money, and I am not going to spent $900.00 a month to rent a vehicle.
April 19, 2018 the dealership called to say they got authorization from Ford to give me the use of a vehicle for 30 days at no charge. I had to return the vehicle back on May 19, 2018. I called to on May 18th to confirm that the truck still needed to be returned on May 19th and that the engine was still expected to be delivered on May 25,2018, and at that time everything was still on for shipping. Thursday May25,2018, I called the dealership around 4pm so find out the status of the delivery and they said " I do not know, the warehouse said maybe next week or the first week of June. I was very upset at the response and yes my response was not well received, I told them "I don't know" is not an answer. I spoke then to the service managers manager, and she was not helpful in any way other than there is nothing I can do for you I do not make the parts.
She said call Ford, so I did, after which I had to call the dealership back after calling Ford only to find that the service manager called Ford herself and was able to get authorization for the use of a vehicle again. Was that so hard to realize that your customer needs transportation seeing as how Ford cannot currently correct the problem. The rental was extended to June 9,2018 and the new shipment date had been extended to June 25, 2018. June 7, 2018 the dealership called to say that they ship date was now extended to sometime on August 2018, and that the rental vehicle was extended to June 19, 2018. I called on June 18, 2018 to see if they were able to extend the use of the vehicle and I was told yes, Then on June 21, 2018 I was contacted by the dealership that they could not get anymore funding from Ford to extend the vehicle. So I called Ford Motor again on June 21, 2018 they noted the case number but I received no return call. I was given a regional managers number for Ford and left her a message but did not receive a call back. June 22,2018 I called Ford Motor again to only be told that I would have to talk to the service manager at the dealership, and the dealership service manage says I have to call Ford Motor to tell them what's wrong.
I finally received a call back from the regional manager from Ford, to only be told there is nothing else I can do for you. But she said she sees that there are two dealerships in the country that have the parts and that she will call next week to see if they will let them have them. So here is what's WRONG!!!!!! I have a product that I purchased for just over $38,000.00, that I cannot drive, I have been waiting for a motor for 92 days. I am told by the service manager that there are 38 motors that are on back order nationally and that now I will have to wait till at least sometime in August of 2018, and that there is no firm or soft date that they can give on when this motor will be made/shipped.
I am told to call the dealership and the dealership says call Ford. I am without a vehicle for work. FORD YOU HAVE CUSTOMERS THAT YOU SELL PRODUCTS TO AND YOU ARE NOT ABLE TO SERVICE THOSE PRODUCTS IN A REASONABLE TIME, YOU HAVE CUSTOMER SERVICE REPS WHO PASS THE BUCK BACK AND FORTH AND YOU WONDER WHY YOUR CUSTOMERS GET ANGRY AND ARE UPSET. YOUR WANT TO CHARGE A RIDICULOUS PRICE TO REPLACE AN ENGINE. I would like to get this resolved ASAP, but Ford does not seem interested in getting this taken care of, this is a shame I have enjoyed driving Ford all my years.
Wednesday March 21, 2018 I had a low oil pressure light come up on my dash around 9pm. Thursday March 22, 2018 around 8am I dropped my truck off at the dealership to see what was causing the problem. The dealership says they looked at everything and could not find the problem and said they would need to tear the engine down to see what was going on inside. Monday March 26, 2018 I call to find out that the service lane manager could only tell me that the technician said that motor needed replaced, because he found scaring inside the motor. I can only guess at this time that this is not good. The service lane manager could not give me details other than it needed to be replaced.
I was told that she can order the motor and have it there in 3 days or by Thursday, and the cost to replace the motor and for the expense of the tear down to find out the problem with the motor would cost me around $9,600.00. Needless to say that I was not happy to hear that a truck motor with 109,000 miles needed to be replaced so soon. Especially since I purchased this vehicle with 5,866 miles on it and had the dealership service the truck this whole time. Then I receive a call on Thursday March 29th to tell me that this motor is on back order and will not be shipped until May 25th,2018. Yes two months before they can get the motor. I asked why it was going to take so long to get a motor the only answer I could get was "I do not know". After multiple calls and finally having to stop in at the service department to try to get answers, I needed to pick up a few things from my truck from there parking lot. While waiting for them to find the key there was a service manager who was over hearing my conversation with the manager who was servicing my truck. He said " if its a 5.0 motor they are on back order because of a header issue and that Ford had to take the motor off the assembly line in 2017, and he has a customer that has been waiting for over 4 months to get his engine replaced.
After that delightful information i was escorted to my truck by the technician who tore down the motor. I asked him what was wrong with the motor, he said " there is scoring in the motor and the bearings are ruined, I asked if the bearings could be replaced he said that Ford will not allow them to repair them, that they can only replace the motor. The service department over the course of the first 34 days from the time I dropped my truck off, tried to get me to trade my truck in for a newer one and as well offered me the corporate rate to rent a vehicle at the cost of $30 per day, and of course I turned them down. I see no reason I should have to replace my truck with a new one so you can make more money, and I am not going to spent $900.00 a month to rent a vehicle.
April 19, 2018 the dealership called to say they got authorization from Ford to give me the use of a vehicle for 30 days at no charge. I had to return the vehicle back on May 19, 2018. I called to on May 18th to confirm that the truck still needed to be returned on May 19th and that the engine was still expected to be delivered on May 25,2018, and at that time everything was still on for shipping. Thursday May25,2018, I called the dealership around 4pm so find out the status of the delivery and they said " I do not know, the warehouse said maybe next week or the first week of June. I was very upset at the response and yes my response was not well received, I told them "I don't know" is not an answer. I spoke then to the service managers manager, and she was not helpful in any way other than there is nothing I can do for you I do not make the parts.
She said call Ford, so I did, after which I had to call the dealership back after calling Ford only to find that the service manager called Ford herself and was able to get authorization for the use of a vehicle again. Was that so hard to realize that your customer needs transportation seeing as how Ford cannot currently correct the problem. The rental was extended to June 9,2018 and the new shipment date had been extended to June 25, 2018. June 7, 2018 the dealership called to say that they ship date was now extended to sometime on August 2018, and that the rental vehicle was extended to June 19, 2018. I called on June 18, 2018 to see if they were able to extend the use of the vehicle and I was told yes, Then on June 21, 2018 I was contacted by the dealership that they could not get anymore funding from Ford to extend the vehicle. So I called Ford Motor again on June 21, 2018 they noted the case number but I received no return call. I was given a regional managers number for Ford and left her a message but did not receive a call back. June 22,2018 I called Ford Motor again to only be told that I would have to talk to the service manager at the dealership, and the dealership service manage says I have to call Ford Motor to tell them what's wrong.
I finally received a call back from the regional manager from Ford, to only be told there is nothing else I can do for you. But she said she sees that there are two dealerships in the country that have the parts and that she will call next week to see if they will let them have them. So here is what's WRONG!!!!!! I have a product that I purchased for just over $38,000.00, that I cannot drive, I have been waiting for a motor for 92 days. I am told by the service manager that there are 38 motors that are on back order nationally and that now I will have to wait till at least sometime in August of 2018, and that there is no firm or soft date that they can give on when this motor will be made/shipped.
I am told to call the dealership and the dealership says call Ford. I am without a vehicle for work. FORD YOU HAVE CUSTOMERS THAT YOU SELL PRODUCTS TO AND YOU ARE NOT ABLE TO SERVICE THOSE PRODUCTS IN A REASONABLE TIME, YOU HAVE CUSTOMER SERVICE REPS WHO PASS THE BUCK BACK AND FORTH AND YOU WONDER WHY YOUR CUSTOMERS GET ANGRY AND ARE UPSET. YOUR WANT TO CHARGE A RIDICULOUS PRICE TO REPLACE AN ENGINE. I would like to get this resolved ASAP, but Ford does not seem interested in getting this taken care of, this is a shame I have enjoyed driving Ford all my years.
From a VERY UNHAPPY FORD customer David Alexander
- David A., Virginia Beach, US