Compensation from Ford for hybrid defects

[JoeTime]

If you were unhappy, you certainly could have lemon law'd the truck but you did not. And now you're upset with Ford because they only gave you a free 75k warranty instead of 150k?

Have someone keep your new vehicle in the shop for 67 days, after you waited months and sometimes over a year for it and see how you feel. Ford told them 8 years and 150,000 miles and that's not what they received. Not even an explanation for the difference. It's not like Ford is hurting for money, but they will be for customers if they keep on this track of customer dissatisfaction.

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[WasChops]

It’s a Ford, not a Porsche or Audi … their margins are not there for that kind of service because their customers aren’t paying $660 for custom seat belt colors. You can bet the people dropping $90k on Lightnings won’t be too pleased with their dealer experience if they are accustomed to that of Audi and Porsche. My Porsche dealer took a group of us out for a nice drive in their loaners and then treated us to a private lunch at a steakhouse with swag bags. That’s NEVER gonna happen at a Ford dealer.

Last time I needed a loaner I drove a brand new Macan for 3 weeks and put 1000 miles on it and had all kinds of fun with it.

These customer experiences build brand loyalty. Despite many negative Ford experiences I remain a fan but keep my expectations low. I mean, have you been inside a Hyundai (or Kia) dealership???

ahhh the generalized commentaries whicgh unfold here... in regard to the Hyundai dealership experience... In February I purchased the SC Limited and the experience was fine, but not fantastic, nor uncomfortable.

I also agree with your comments in regard to the Luxuary brands treatment - and the inference that "you get what you pay for"...

 

[Mav as heck]

Or.... This could prove that some service departments don't read service updates and bulletins as they should.

In my industry we don't read the service bulletins until we've already failed to fix it twice the wrong way.

Not me personally... but service techs gonna service tech.

 

[Dadmezz]

If you were unhappy, you certainly could have lemon law'd the truck but you did not. And now you're upset with Ford because they only gave you a free 75k warranty instead of 150k?

Over 67 days without the Maverick for a simple diagnosis, you are the customer, and have the right to rant! Squeaky wheel will get the grease, unless Ford wants to change to Job #?.

 

[Dadmezz]

No idea how true it is, but I've read in other threads on this forum that the defective harnesses are sourced from an OEM in Ukraine. Considering that they are currently being invaded by Russia and are in a state of active war, I am more than willing to not complain too loudly.

Ford is a big company and could get a new supplier in a second if they want to.

 

[Dadmezz]

That is a marketing slogan, nothing more. They do test them but it is also 100% possible that the issue never surfaced. Even on this forum (last I checked) the percentage of people reporting issues with their hybrids was only 25%.

Common...would you install a single cable in a vehicle or take two off the shelf weld them together to get by? This is a no brainer. Ford must love to step in it ...who is managing parts supply, get an engineer in charge.

 

[BoskoPColtrane]

If you were unhappy, you certainly could have lemon law'd the truck but you did not. And now you're upset with Ford because they only gave you a free 75k warranty instead of 150k?

If you lemon law this truck, where else do you find a truck for 27K?

 

[Lucarl]

I have one of the hybrids with the faulty wiring harness. Mine died after 2500 miles. The dealership had it for 67 days. At least 30 days of that seems to be the dealer not pinpointing the problem even though I told them to look at the wiring harness the day it was towed in, and then Ford being unable to provide an updated wiring harness for a couple of weeks after it was ordered by the dealer.

I reached out to Ford customer care afterward because I no longer have confidence Ford stands behind its products. I escalated twice after being told there's nothing they can do, or suggesting my only remedy would be to lemon law the truck. Finally a supervisor said they can offer me an extended warranty. I asked what the terms of the warranty would be and they sent me a brochure with all the different warranty options. I asked again which one they were offering and they said the full extended warranty. I emailed them and said I accept the full extended warranty eight years and 150,000 miles. A couple weeks later a warranty shows up on my Ford pass. 5 years and 75,000 miles. No explanation of the difference.

On the one hand, Ford didn't have to compensate me at all. Unless they wanted to demonstrate they do stand behind their products. But the way they dealt with this certainly soured me on Ford.

My advice to anyone who's Maverick is at the dealer for an extended period of time for one of these defects is to be the squeaky wheel. Be persistent and escalate. The low level representatives have no authority to offer compensation. Ask for the issue to be escalated. Ask for a supervisor. Try to pin them down because in my experience they were slippery little eels.

I am having issues with my hybrid as well, have been since I took delivery in March. My complaint was also escalated and I received a call today saying basically, that unless they can duplicate the issue at the service department, then the issue doesn't exist. I feel like I can't rely on my Maverick. I can't even lemon law it, because once it's jumped there is no longer a diagnosable issue. I love my Maverick, but I'm beyond frustrated.

 

[uga]

What kind of issues are you having?

 

[ychuck46]

I am having issues with my hybrid as well, have been since I took delivery in March. My complaint was also escalated and I received a call today saying basically, that unless they can duplicate the issue at the service department, then the issue doesn't exist. I feel like I can't rely on my Maverick. I can't even lemon law it, because once it's jumped there is no longer a diagnosable issue. I love my Maverick, but I'm beyond frustrated.

Exactly the same problem we are having. The dealer kept saying they couldn't see the problem we were having with the truck going into Deep Sleep mode. I am keeping a log of the voltage and how quickly it falls into Deep Sleep mode, when I receive the Deep Sleep text message from Ford, and when I have to hit it with the portable charger. If we only drive into town and around and back, something like 25 miles, we likely won't even make it to the next morning before I get the text. If we take it on the highway and around for about 80 miles or so we can get to almost 48 hours before I have to hit it with the charger. The dealer had it for a couple of weeks, thought they found the problem of a bad cell in the underseat battery, and replaced said battery. Only worked a day or so before the dreaded text messages started.

I have read all the Ford corporate messages online regarding the Deep Sleep issue. They talk about manually starting the vehicle; how the heck do you manually start the car when the voltage at the terminals is 5 or less? And their reply to every single section online that says if that doesn't work? Jump the vehicle and take it for a drive. Seriously? Are we back in the early Model T days when you had to crank the engine outside in the front to start it up? My wife is in no condition to jump this vehicle if she is on her own. Ford needs to get a handle on this or their reliability scores for an otherwise fine truck will be in the proverbial sh-tter.

 

[lumonix]

@Lucarl @ychuck46

Same issue as me. When I brought it into a Ford dealer in California they kept it overnight and claimed everything was working as normal.

Pretty frustrating since I can reproduce the problem super easily by just using an off the shelf voltage meter.

I’m hoping that after some time eventually there will be a Ford dealer California familiar with the issue and the repair needed.

Until then I am using a kill switch that kills all power from the battery. And I carry a jump starter. That works, but how silly to need to do that on a brand new truck. (It is my first Ford so maybe this run around is normal for Ford vehicles?!)

 

[ychuck46]

@Lucarl @ychuck46

Same issue as me. When I brought it into a Ford dealer in California they kept it overnight and claimed everything was working as normal.

Pretty frustrating since I can reproduce the problem super easily by just using an off the shelf voltage meter.

I’m hoping that after some time eventually there will be a Ford dealer California familiar with the issue and the repair needed.

Until then I am using a kill switch that kills all power from the battery. And I carry a jump starter. That works, but how silly to need to do that on a brand new truck. (It is my first Ford so maybe this run around is normal for Ford vehicles?!)

It isn't normal. I have owned a lot of Fords over the years and they were always dependable. Besides the Maverick we have owned a 2012 F-150 for the last ten years and except for tires and routine maintenance we have never had an issue at 136K miles. Ford needs to get a handle on the Maverick since it is not the norm in my experience.

 

[scotty]

Actually if my Maverick ended up in the shop for 67 days, I'd sell it immediately upon completion. I have no time for vehicles of any make/model that cannot be trusted.

I never said OP had no right to be upset, though. He does - any reasonable person would be. I was just surprised that he was saying he was upset with the compensation that he received while also acknowledging that none was due.

In terms of obligation, Ford has an obligation to repair your vehicle under warranty or purchase the vehicle back during the lemon law period if they cannot fix it in a timely manner. That is all that the owe.
[/QUOT
I agree with the originator for being upset. Of course dealer owes him nothing. But when an agreement is brough forward, then honor it. That is way life should be in all circumstances.

 

[SiGmA_X]

ahhh the generalized commentaries whicgh unfold here... in regard to the Hyundai dealership experience... In February I purchased the SC Limited and the experience was fine, but not fantastic, nor uncomfortable.

I also agree with your comments in regard to the Luxuary brands treatment - and the inference that "you get what you pay for"...

I've owned one Hyundai (2019 Ioniq Electric) and dealt with two dealers (the one I bought it from, and one that took 3mo to diagnose and repair a charging issue). The dealers were "fine". They had no loaners for the 3mo+ repair. However, Hyundai paid in full for a rental car. I think the requirement was under $60/day, and most of the time I had a crossover SUV so it was well under that. However, the first couple people I talked to at the dealer had no idea Hyundai North America pays for rentals for any warranty work... I just got lucky when I called in asking for a status update around 3wks (I had the car, but it was parked in my driveway and I had a rental).

I am so excited to go through this with Ford when I need some sort of service...

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