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It so frustrating, after 399 days waiting, I picked my Maverick Hybrid FE Rapid Red on Wednesday, October 26 from Chapman Ford of Horsham, PA and drove it back to Maryland. On the 5th day on Sunday night, I noticed a lot white smoke come out from the exhaust. And on Tuesday morning I got a notification from the Ford Pass app that Service Engine Soon Warning. It said "The engine control system has detected the exhaust gas cooler is not operating as efficiently as expected. The apps suggest me to check if the vehicle coolant level is within normal levels in the coolant reservoir. When I checked it the coolant level in the reservoir is gone. I topped it up with the coolant from Ford, by the end of the day the reservoir is empty. And I found out that there is a leaking coolant from the bottom of the truck from the exhaust. So I bring it to my local dealer on Friday, November 4th at my local Ford dealer in Maryland where my neighbors work there as a mechanic. He is the one who working on my Maverick at the service dept. According to him the EGR valve unit failed, leaking coolant to the exhaust, and made white smoke come out from the exhaust tail pipe. According to him to replaced the failed EGR unit is too complicated. So he asked and got approval to change the whole exhaust unit. After a bit over a week the exhaust came at the service department, but unfortunately FORD sent them the wrong part. And they have to re-order again, but the problem is the correct part of whole exhaust is in backordered without any ETA when will they became available. So my Maverick have been sitting at my local Ford dealer waiting for the part since November 4.
What making worst was, I called the Ford Customer Service on Nov 14, told the rep regarding my situation with my Maverick. The rep who taking my case is Mrs Brittany Adams, I told her with the part being backordered without knowing the ETA, I need Ford to provide me with a substitute/rental car for my transportation, because I bought I brand new car with 399 days waiting period, only 7 days driving it for 400 miles, but it's a LEMON with more then 10 days (at that time) sitting the service and still waiting for a backordered part not knowing when will the part be available. Mrs Brittany Adams, agreed to provide me 10 days rental $45/day.
I consider my self tolerated with the whole thing being backordered, so I waiting almost a week before I started to get my rental car, because I can't use my wife car, since she got a new job that required her to use her car. The 10 days rental car is up end of November. So I called Ford Customer Service again to get thing resolve if the part still backorder after my 10 days rental up. The other reps that I spoke with, knows the situation, she suggested me to called back closer to the 10 days, and she told me that Ford might have other program to help me out, that I can extend to rent a car and get reimbursement. So this morning, I called Mrs Brittany Adams, the one who handled my case. She shoot me down not only regarding a rental extension, she refused to reimbursed my 10 days rental car. According to her, it's a FORD policy not to provide a reimbursement rental car if the part being backordered with no ETA. And she never ever mention it from the beginning, even I told her that since it's been on going with part being backordered, I need a car, since the dealer that I drop my Maverick don't provide a loaner.
It's a fricking mess with her and the whole Ford Customer Service representative. They all gave a different answer with no clear solution to a customer need.
I need to line up my resources to do a MD Lemon Law suit to Ford. Boy oh boy, love the truck, but hate how Ford treat customer.
What making worst was, I called the Ford Customer Service on Nov 14, told the rep regarding my situation with my Maverick. The rep who taking my case is Mrs Brittany Adams, I told her with the part being backordered without knowing the ETA, I need Ford to provide me with a substitute/rental car for my transportation, because I bought I brand new car with 399 days waiting period, only 7 days driving it for 400 miles, but it's a LEMON with more then 10 days (at that time) sitting the service and still waiting for a backordered part not knowing when will the part be available. Mrs Brittany Adams, agreed to provide me 10 days rental $45/day.
I consider my self tolerated with the whole thing being backordered, so I waiting almost a week before I started to get my rental car, because I can't use my wife car, since she got a new job that required her to use her car. The 10 days rental car is up end of November. So I called Ford Customer Service again to get thing resolve if the part still backorder after my 10 days rental up. The other reps that I spoke with, knows the situation, she suggested me to called back closer to the 10 days, and she told me that Ford might have other program to help me out, that I can extend to rent a car and get reimbursement. So this morning, I called Mrs Brittany Adams, the one who handled my case. She shoot me down not only regarding a rental extension, she refused to reimbursed my 10 days rental car. According to her, it's a FORD policy not to provide a reimbursement rental car if the part being backordered with no ETA. And she never ever mention it from the beginning, even I told her that since it's been on going with part being backordered, I need a car, since the dealer that I drop my Maverick don't provide a loaner.
It's a fricking mess with her and the whole Ford Customer Service representative. They all gave a different answer with no clear solution to a customer need.
I need to line up my resources to do a MD Lemon Law suit to Ford. Boy oh boy, love the truck, but hate how Ford treat customer.
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