In parking lot after an evening church function, power door locks, dash lights, starter battery were dead. Gas engine would start and quickly die. After multiple efforts, including alternate procedures proposed and tried by AAA, had car toward to dealership #1. Dealership #1 kept the car from Saturday night until Wednesday morning, claimed they did multiple testing, could not replicate problem, and found no problems. When I picked up car and asked for list of tests, it turned out they had only done the two usual tests when a car failed to start. No real investigation was done.
Next day (Thursday), my daughter was driving car on freeway when dash went out. Aware of the recent problem, she immediately pulled to side and found that door locks were again out. She had to coax our yellow lab from the hatchback area over two rows of seats to get him out through the driver's door, the only door that would open.
We had car towed to dealership #2. Dealership #2 did replicate the problem (no dash, door locks, starter battery plus gas engine quickly dying) and replaced "gateway." Because the service department was busy, the gateway part had to be ordered, and a weekend was again involved, the car was at the dealership until the following Friday - requiring a rental car for 9 days.
The day after picking up the car from dealership #2, I drove the car to church and then made several stops on my way home. Car was fine at church and the first stop. At second stop, as I turned into parking space and braked to stop, a warning sound came on (that I had never heard before), the warning lights across the top of the dash came on, and the air conditioning system switched from air conditioning (68 degrees) to defrost and 75 degrees. This bizarre behavior occurred again as I turned and braked to stop in my driveway, which was my next and final stop.
This morning, the car is again doing what it did in the church parking lot at the start of this narrative. In order that the dealership take responsibility for what it did or did not do that last time the car was in, I am having it towed back to dealership #2, even though it is 45 minute to an hour away, depending on traffic. It happened to be the closest dealership when the car broke down with my daughter driving as well as the dealership where I bought the car.
I am a widow living primarily on my husband's teacher pension. While there's a good chance my extended warranty will cover repairs, it does not cover the cost of the rental car for the days the car has simply been sitting or will at a dealership somewhere and is not being actually worked on. Not will the warranty cover the cost of replacing this car with a (not a Ford) car that I can trust. I live in Southern California so almost every outing involves freeway driving.
We took our C-max in for Field service action number 15B04, 12 volt battery test and module software upgrade. This we were told was a 1 1/2 hour fix, so we waited. 5 hours later they said that for some reason when they upgraded, the system wouldn't come back up. So they gave us a rental which is covered under the warranty said it would be ready the next day.
Well they called the next morning and said that the display cluster burned out and he could not give the car back till it was fixed because of safety. Said they called Ford and they said they would be replacing the cluster under 15B04 but that they have a back order on those clusters. They said to keep the rental till they get it fixed, should not take that long since it was put on there hot sheet. This was 7/1/2015.
Now three weeks later I call to ask if they've heard any thing and he said no and said that he don't expect to get the part for maybe 3 months.
I cannot believe that it would take Ford that long to get a replacement part even if its on back order. I've checked online at several sites, they say they have these clusters in stock. This field service action was suppose to be a customer satisfaction issue we I'm not satisfied at all. I am very disappointed and wonder if the cluster being burned out was because the tech working on it messed up and not with the 15B04 just seems they are dragging there feet there.
We love our C-max hybrid and want it back. Thinking about calling the dealer to see what recourse we might have or getting in touch with Ford directly.
- John V.,
Sturgis, MI, US
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A D V E R T I S E M E N T S
In parking lot after an evening church function, power door locks, dash lights, starter battery were dead. Gas engine would start and quickly die. After multiple efforts, including alternate procedures proposed and tried by AAA, had car toward to dealership #1. Dealership #1 kept the car from Saturday night until Wednesday morning, claimed they did multiple testing, could not replicate problem, and found no problems. When I picked up car and asked for list of tests, it turned out they had only done the two usual tests when a car failed to start. No real investigation was done.
Next day (Thursday), my daughter was driving car on freeway when dash went out. Aware of the recent problem, she immediately pulled to side and found that door locks were again out. She had to coax our yellow lab from the hatchback area over two rows of seats to get him out through the driver's door, the only door that would open.
We had car towed to dealership #2. Dealership #2 did replicate the problem (no dash, door locks, starter battery plus gas engine quickly dying) and replaced "gateway." Because the service department was busy, the gateway part had to be ordered, and a weekend was again involved, the car was at the dealership until the following Friday - requiring a rental car for 9 days.
The day after picking up the car from dealership #2, I drove the car to church and then made several stops on my way home. Car was fine at church and the first stop. At second stop, as I turned into parking space and braked to stop, a warning sound came on (that I had never heard before), the warning lights across the top of the dash came on, and the air conditioning system switched from air conditioning (68 degrees) to defrost and 75 degrees. This bizarre behavior occurred again as I turned and braked to stop in my driveway, which was my next and final stop.
This morning, the car is again doing what it did in the church parking lot at the start of this narrative. In order that the dealership take responsibility for what it did or did not do that last time the car was in, I am having it towed back to dealership #2, even though it is 45 minute to an hour away, depending on traffic. It happened to be the closest dealership when the car broke down with my daughter driving as well as the dealership where I bought the car.
I am a widow living primarily on my husband's teacher pension. While there's a good chance my extended warranty will cover repairs, it does not cover the cost of the rental car for the days the car has simply been sitting or will at a dealership somewhere and is not being actually worked on. Not will the warranty cover the cost of replacing this car with a (not a Ford) car that I can trust. I live in Southern California so almost every outing involves freeway driving.
- labattorney, CARLSBAD, CA, US