QC and Customer Support Disappoint

[Dustizord]

What I'm going to describe is, sadly, not a few and far between occurrence. Just hoping it might get Ford to actually do something about it. This last Friday August 23rd, while coming to stop at a red light my 2023, hybrid, XLT died. While breaking, the pedal started to feel soft and then crunchy. As I came to a stop the dashboard flashed "Stop Safely Now", the check engine light came on, and the exclamation point also lit up. I knew this was not a minor hiccup. With only 17K miles, how could this be happening?

Once the light turned green, I pressed the gas and there was no go; just a low grinding sound. Turned the shifter to park and felt it lock into position. There was not rotating it any other gear. Pushed the four way flashers and cursed the automotive gods. Transmission? Dunno. Drivetrain? Dunno. Electrical? Dunno.

Luckily there wasn't too much traffic at the time so I was able to do some quick checks while I waited for towing to Hennessy Ford, in Atlanta, Ga. If I did a hard shut down and start up the truck would give me the "Ready" light and I could shift again. Though If I tried the gas pedal it would immediately give me a "Stop Safely Now" message and lock up in Park mode. Popped the hood, nothing blatantly amiss there. Checked under the truck, nothing hanging down; no fluids gushing. Tried checking if the electric motors would respond, by putting it in reverse, and all I got was a no go and a low grind noise. Did the electric motor blow or part of the gearing for the assembly break? The ICE still would run and cycle with the air conditioning on; but no forward, no reverse.

I had let Hennessy Ford know I was bringing the truck on a tow truck. Took about 2 hours from break down to arrival at the dealer. Once there it was just more bad news. Once I described what happened to the service rep, I asked a few obvious questions: "Any idea what happened to the Mav?" They need to do a full diagnostic first, "How long until I could get diagnostic done?" Three to four business days to do a prelim and if it's transmission up to a month! A month! How many techs in the transmission department? "One." was the sad answer. One of the largest Ford dealers in Atlanta and they have one transmission technician.

Okay, "How about a loaner or rental?" No loaner or rental until a full diagnostic is done. So a vehicle still under Ford Warranty, and I am without a vehicle. I obviously call Ford Customer Service and they informed me that it is up to the dealers discretion to provide a loaner and Ford corporate will not approve a loaner or rental until a full work up is done. "But what about it being under Warranty?" They can't supply a loaner because there is a possibility the truck failing is something that is not covered under the warranty. It's a new truck what is not going to be part of warranty? Ford rep had a pithy response, "Maybe, rats chewed on something." Oh, and if you rent a vehicle and expect try to get a Ford reimbursement, you have to rent a Ford.

The reason people buy new vehicles is that the chances of there being a problem is reduced, and if there is a problem there is a warranty. I waited 1.5 years from the date of order for my Maverick and am rapidly regretting that whole decision. I bought a new vehicle so I wouldn't have to worry about doing my own wrenching on an older vehicle. The Ford Customer Service rep basically washed their hands with the matter and took no responsibility for getting me into something I could drive. Why bother buying a new vehicle if their warranty is basically we will get around to it when and if we can?

I even called my original sales rep -I have since moved out of the state I originally bought my Maverick. He seems a good guy and was candid. Pines Ford in Fort Lauderdale, Fl, also only has on transmission tech and the response I got from Ford Customer Service was par for the course as far as he has seen. If I was still in S. Florida he could do his best to get me in faster to get a full diagnostic done; but there wasn't anything he could do now that I was out of state. Maybe he knew someone in Ford Corporate that could help out? Nope, they are of no help.

Up until last Friday I was raving about my Maverick. Easy to park, great for home DIY projects, gas mileage was out of control -600+ miles on a tank in S. Florida; 500+ in hilly Atlanta, Ga. A great all around truck for the person that doesn't need all the power and size of a modern pickup. This whole experience is rapidly reshaping my opinion. The number one thing that a new vehicle owner wants is to no have to worry about their new vehicle and that has completely failed.

My grandfather was a Ford guy. Farm family in St. Cloud, Minnesota. Cars, Ford. Trucks, Ford. Tractors, Ford. I'm sure he would be disappointed as hell in what Ford has become. "Ford Tough" has become Ford Fluff.

Update: As of 8/27, I've been told it's a transmission issue. It will be 2-3 week before the technician can begin to determine what the issue is exactly.

Any help or recommendations for how to move Ford along in getting this resolved would be great. Hope everyone is spared this on their Mavericks.

Sponsored

 

[KevCuRaoi]

What I'm going to describe is, sadly, not a few and far between occurrence. Just hoping it might get Ford to actually do something about it. This last Friday August 23rd, while coming to stop at a red light my 2023, hybrid, XLT died. While breaking, the pedal started to feel soft and then crunchy. As I came to a stop the dashboard flashed "Stop Safely Now", the check engine light came on, and the exclamation point also lit up. I knew this was not a minor hiccup. With only 17K miles, how could this be happening?

Once the light turned green, I pressed the gas and there was no go; just a low grinding sound. Turned the shifter to park and felt it lock into position. There was not rotating it any other gear. Pushed the four way flashers and cursed the automotive gods. Transmission? Dunno. Drivetrain? Dunno. Electrical? Dunno.

Luckily there wasn't too much traffic at the time so I was able to do some quick checks while I waited for towing to Hennessy Ford, in Atlanta, Ga. If I did a hard shut down and start up the truck would give me the "Ready" light and I could shift again. Though If I tried the gas pedal it would immediately give me a "Stop Safely Now" message and lock up in Park mode. Popped the hood, nothing blatantly amiss there. Checked under the truck, nothing hanging down; no fluids gushing. Tried checking if the electric motors would respond, by putting it in reverse, and all I got was a no go and a low grind noise. Did the electric motor blow or part of the gearing for the assembly break? The ICE still would run and cycle with the air conditioning on; but no forward, no reverse.

I had let Hennessy Ford know I was bringing the truck on a tow truck. Took about 2 hours from break down to arrival at the dealer. Once there it was just more bad news. Once I described what happened to the service rep, I asked a few obvious questions: "Any idea what happened to the Mav?" They need to do a full diagnostic first, "How long until I could get diagnostic done?" Three to four business days to do a prelim and if it's transmission up to a month! A month! How many techs in the transmission department? "One." was the sad answer. One of the largest Ford dealers in Atlanta and they have one transmission technician.

Okay, "How about a loaner or rental?" No loaner or rental until a full diagnostic is done. So a vehicle still under Ford Warranty, and I am without a vehicle. I obviously call Ford Customer Service and they informed me that it is up to the dealers discretion to provide a loaner and Ford corporate will not approve a loaner or rental until a full work up is done. "But what about it being under Warranty?" They can't supply a loaner because there is a possibility the truck failing is something that is not covered under the warranty. It's a new truck what is not going to be part of warranty? Ford rep had a pithy response, "Maybe, rats chewed on something." Oh, and if you rent a vehicle and expect try to get a Ford reimbursement, you have to rent a Ford.

The reason people buy new vehicles is that the chances of there being a problem is reduced, and if there is a problem there is a warranty. I waited 1.5 years from the date of order for my Maverick and am rapidly regretting that whole decision. I bought a new vehicle so I wouldn't have to worry about doing my own wrenching on an older vehicle. The Ford Customer Service rep basically washed their hands with the matter and took no responsibility for getting me into something I could drive. Why bother buying a new vehicle if their warranty is basically we will get around to it when and if we can?

I even called my original sales rep -I have since moved out of the state I originally bought my Maverick. He seems a good guy and was candid. Pines Ford in Fort Lauderdale, Fl, also only has on transmission tech and the response I got from Ford Customer Service was par for the course as far as he has seen. If I was still in S. Florida he could do his best to get me in faster to get a full diagnostic done; but there wasn't anything he could do now that I was out of state. Maybe he knew someone in Ford Corporate that could help out? Nope, they are of no help.

Up until last Friday I was raving about my Maverick. Easy to park, great for home DIY projects, gas mileage was out of control -600+ miles on a tank in S. Florida; 500+ in hilly Atlanta, Ga. A great all around truck for the person that doesn't need all the power and size of a modern pickup. This whole experience is rapidly reshaping my opinion. The number one thing that a new vehicle owner wants is to no have to worry about their new vehicle and that has completely failed.

My grandfather was a Ford guy. Farm family in St. Cloud, Minnesota. Cars, Ford. Trucks, Ford. Tractors, Ford. I'm sure he would be disappointed as hell in what Ford has become. "Ford Tough" has become Ford Fluff.

Any help or recommendations for how to move Ford along in getting this resolved would be great. Hope everyone is spared this on their Mavericks.

Did you contact any other dealers in your area to see if they could get it in faster?

 

[Techcar]

Lots of luck getting a loaner from a dealer you didn't buy from. But this is one of the many reasons I have bought the ESP extended warranty for the last 6 years on the different cars I have owned. 1st day rental no questions ask .

 

[Dustizord]

Yes. The preliminary diagnostic to figure what department it needs to go to, is about same. Some say they could get in faster if it is specifically transmission. So i’ll wait for the prelim and go from there. I don’t want to end up chasing down every dealer in metro Atlanta trying to maybe get a faster time. There is also the added burden of then having it towed to another dealer.

 

[BigB]

I feel for you and that’s a horrible situation to be in but it’s not just Ford or Maverick thing. My brother has been a service advisor at a rival company for twenty years and deals with this all the time. Every now and then there are new vehicles with issues and you have to go through the process. He does say it’s been much worse over the last few years though. I hope you get it all resolved soon, I have a 23 xlt hybrid also.

 

[Dustizord]

Lots of luck getting a loaner from a dealer you didn't buy from. But this is one of the many reasons I have bought the ESP extended warranty for the last 6 years on the different cars I have owned. 1st day rental no questions ask .

Then what is the use of buying new? You’re better off buying used and saving money that way. Sounds like a way for manufacturers to price in an Ext warranty.

 

[Techcar]

Almost every car dealership and brand is doing this. My friend has a 7 month old Nissan that I noticed had an oil leak at the front of the engine that the dealership had missed the last time they changed the oil in it.I went with her to let them check it out and they ask her how she knew it was leaking, I spoke up and said I saw it when I went under it to change the oil . They said, "are you sure it is a leak?" So I showed them the pictures LOL. They then told my friend to leave the car for a week for them to check it out. My friend ask about getting a loaner car, and the service writer laughed and said no loaners! I spoke up and said , "she has the Nissan extended warranty , which covers a rental car . 20 minutes later my friend drove off the lot in a new car ! Is it the right thing to do? No , but you have to learn the system .

 

[prsncat]

Almost every car dealership and brand is doing this. My friend has a 7 month old Nissan that I noticed had an oil leak at the front of the engine that the dealership had missed the last time they changed the oil in it.I went with her to let them check it out and they ask her how she knew it was leaking, I spoke up and said I saw it when I went under it to change the oil . They said, "are you sure it is a leak?" So I showed them the pictures LOL. They then told my friend to leave the car for a week for them to check it out. My friend ask about getting a loaner car, and the service writer laughed and said no loaners! I spoke up and said , "she has the Nissan extended warranty , which covers a rental car . 20 minutes later my friend drove off the lot in a new car ! Is it the right thing to do? No , but you have to learn the system .

I agree with @Techcar.

I have several friends and family members experiencing challenging customer service from manufacturers like Toyota, Nissan, Chevrolet, Mercedes-Benz, and Ram.

What you haven't experienced is what happens when the loaners have issues and leave you stranded. And, yes, we went through during 2020 and 2021 while the local Chevrolet dealership tried to fix our Chevrolet Bolt.

Hang in there and feel free to come here for an ear, support, etc.

Hope it is something which gets resolved fairly, quickly, and to your satisfaction.

 

[Oscarcat]

I keep pondering whether or not to hold on to my 21 year old PT Cruiser 5 spd since I hardly drive it.

My wife says keep it for just such events as you describe.

The only make that in my experience has a good customer service orientation is Lexus. Back in the day, 5 Star Chrysler Jeep dealers were good too.

 

[Bwicka]

What I'm going to describe is, sadly, not a few and far between occurrence. Just hoping it might get Ford to actually do something about it. This last Friday August 23rd, while coming to stop at a red light my 2023, hybrid, XLT died. While breaking, the pedal started to feel soft and then crunchy. As I came to a stop the dashboard flashed "Stop Safely Now", the check engine light came on, and the exclamation point also lit up. I knew this was not a minor hiccup. With only 17K miles, how could this be happening?

Once the light turned green, I pressed the gas and there was no go; just a low grinding sound. Turned the shifter to park and felt it lock into position. There was not rotating it any other gear. Pushed the four way flashers and cursed the automotive gods. Transmission? Dunno. Drivetrain? Dunno. Electrical? Dunno.

Luckily there wasn't too much traffic at the time so I was able to do some quick checks while I waited for towing to Hennessy Ford, in Atlanta, Ga. If I did a hard shut down and start up the truck would give me the "Ready" light and I could shift again. Though If I tried the gas pedal it would immediately give me a "Stop Safely Now" message and lock up in Park mode. Popped the hood, nothing blatantly amiss there. Checked under the truck, nothing hanging down; no fluids gushing. Tried checking if the electric motors would respond, by putting it in reverse, and all I got was a no go and a low grind noise. Did the electric motor blow or part of the gearing for the assembly break? The ICE still would run and cycle with the air conditioning on; but no forward, no reverse.

I had let Hennessy Ford know I was bringing the truck on a tow truck. Took about 2 hours from break down to arrival at the dealer. Once there it was just more bad news. Once I described what happened to the service rep, I asked a few obvious questions: "Any idea what happened to the Mav?" They need to do a full diagnostic first, "How long until I could get diagnostic done?" Three to four business days to do a prelim and if it's transmission up to a month! A month! How many techs in the transmission department? "One." was the sad answer. One of the largest Ford dealers in Atlanta and they have one transmission technician.

Okay, "How about a loaner or rental?" No loaner or rental until a full diagnostic is done. So a vehicle still under Ford Warranty, and I am without a vehicle. I obviously call Ford Customer Service and they informed me that it is up to the dealers discretion to provide a loaner and Ford corporate will not approve a loaner or rental until a full work up is done. "But what about it being under Warranty?" They can't supply a loaner because there is a possibility the truck failing is something that is not covered under the warranty. It's a new truck what is not going to be part of warranty? Ford rep had a pithy response, "Maybe, rats chewed on something." Oh, and if you rent a vehicle and expect try to get a Ford reimbursement, you have to rent a Ford.

The reason people buy new vehicles is that the chances of there being a problem is reduced, and if there is a problem there is a warranty. I waited 1.5 years from the date of order for my Maverick and am rapidly regretting that whole decision. I bought a new vehicle so I wouldn't have to worry about doing my own wrenching on an older vehicle. The Ford Customer Service rep basically washed their hands with the matter and took no responsibility for getting me into something I could drive. Why bother buying a new vehicle if their warranty is basically we will get around to it when and if we can?

I even called my original sales rep -I have since moved out of the state I originally bought my Maverick. He seems a good guy and was candid. Pines Ford in Fort Lauderdale, Fl, also only has on transmission tech and the response I got from Ford Customer Service was par for the course as far as he has seen. If I was still in S. Florida he could do his best to get me in faster to get a full diagnostic done; but there wasn't anything he could do now that I was out of state. Maybe he knew someone in Ford Corporate that could help out? Nope, they are of no help.

Up until last Friday I was raving about my Maverick. Easy to park, great for home DIY projects, gas mileage was out of control -600+ miles on a tank in S. Florida; 500+ in hilly Atlanta, Ga. A great all around truck for the person that doesn't need all the power and size of a modern pickup. This whole experience is rapidly reshaping my opinion. The number one thing that a new vehicle owner wants is to no have to worry about their new vehicle and that has completely failed.

My grandfather was a Ford guy. Farm family in St. Cloud, Minnesota. Cars, Ford. Trucks, Ford. Tractors, Ford. I'm sure he would be disappointed as hell in what Ford has become. "Ford Tough" has become Ford Fluff.

Any help or recommendations for how to move Ford along in getting this resolved would be great. Hope everyone is spared this on their Mavericks.

Bad dealer help .
Though it is hard to believe that rentals are the norm , dont remember my parents in the 70’s , 80’s ever getting rentals or loaners . Also in the 90’s and even early 2000’s never really seen it except on mercedes and lexus and other luxery buys.
I think the first loaner I had from a dealer was on my mercedes ml500 in 2002.
Any way i would call other dealers and find one more giving in our segment or price range with the rentals/ loaners , they are out there.

 

[Dustizord]

I feel for you and that’s a horrible situation to be in but it’s not just Ford or Maverick thing. My brother has been a service advisor at a rival company for twenty years and deals with this all the time. Every now and then there are new vehicles with issues and you have to go through the process. He does say it’s been much worse over the last few years though. I hope you get it all resolved soon, I have a 23 xlt hybrid also.

I do really like the truck; but with a small child and grown up responsibilities, reliability is number one. Maybe I had too much faith in Ford doing the right thing. I bought a new vehicle because I was had 2008 Nissan Xterra that was starting to have issues and I didn't want to worry about my vehicle for at least a few year. Yet, here I am without my new Maverick, just waiting.

Sponsored