If you have a shudder, shift flares, unresponsive throttle - you NEED to read this

[performanceisland]

I have a 2011 F250 Lariat 6.2L GAS with 6.5 foot bed and 156 wheelbase. I purchased the truck in june of 2010, and have had transmission issues with it ever since, at first they thought it just needed a reprogram, so it started with that, but it never fixed the issues, then finally a tsb for solenoids and reprogram again, no difference, now the truck has been at the dealer for a month now and they are taring it apart for the second or possibly third time, as i've been told so many stories now i cant even keep track of what they are doing (or not doing), although i did see my trans in about 1000 pieces at the dealer about a week ago, so they did take it apart. At least my local dealerships trans tech has evidenced all of my problems, and is helping me communicate the issues to ford.

My problems are with hard and abrupt shifts and shift flares, in 1 to 2 and 2 to 3 shifts, problem with reverse engagement, problem with overdrive gears, sometimes wont go into 6th, you name it i got it, that's trans has never been right, it only gets worse and anyone that takes my truck for a drive around the block comes out of it saying there is a problem with my trans, and it only took 2 years to convince ford there is a problem! Ridiculous to say the least. Their approach is very slow and uninformed, no one knows anything on how to fix it, I wish they would just give me a new truck at this point, we have already lost thousands due to the issues with this truck, and are about to loose 100x more with this plowing season upon us!

I dont understand what is taking so long, and why doesnt FORD understand people dont buy superduties to go to church on sunday, they buy them for their businesses, to be their daily workhourse, we cannot be without our trucks for a day or two let alone a month or two. IF FORD doesn't know what the problem is then i would think they would buy it back to take it to their engineers and have them drive it mess with it and figure it out! I cannot begin to tell you how frustrated and dissapointed we are. The loss of business is quickly going to surpass the price paid for the truck, they are extremely expensive to start with and we pay those outrageous price tags because we are promised that they will make us money! Thta's why we bought it. By the way the gas mileage sucks, its just terrible and i still have the book from 2010 with a picture of the productivty screen showing a picture of 18mpg on the dial. My understanding is that the improved fuel economy was coming from the trans, well ours don't work right, do the math on that extra gas money spent over the two years. Sounds like a class action just waiting to happen, as more and more people have had enough! Certain expectation come with a $60K price tag, this is why we have lemon laws, BBB, consumer reports and attorney generals in this country.

sorry for the long rant, but ford so far has proven to only be good at bs-ing the customer and giving the customer the run around and sending them back home with either a we could not duplicate the problem or its fine when it isnt!

[lincster]

Originally Posted by Fordreeves

Well gntleman it has been a long tie since I first posted about my 2012 F350 and it's problems and the lack of caring response from Ford. Today am I here to say that I won my lawsuit against the dealership and
ford corporate. The key to my win was that I recorded every encounter with the dealership and ford customer service. I even had a Ford service tech give me an internal memo from Corporate stating "While Ford acknowledges these problems exist at this time there is no known solution. Our engineers are working on the problem at this time. If this vehicle come in for repair do not attempt to service it. Do not replace or repair any parts at this time until a solution is found." This was the deat nail in court. The dealership was ordered to take back the truck and Ford was ordered to pay me full cost for the vehicle plus legal fees and a small amount for suffering. Now I own a 2013 Dodge Laramie and love it. I suggest you all follow suit.

3 posts......

[Tony M 6.7]

Crystal,
Welcome to the forum. Looks like you're gonna be a busy woman until Ford starts coming up with some fixes on this new powertrain.....Just sayin'.

17k so far so good on the trans issue with mine, there was a TSB applied ( I don't recall the number at this time) which took care of an erratic 1-2-3 up and downshift.

[FordCustomerService]

Originally Posted by Tony M 6.7

Crystal,
Welcome to the forum. Looks like you're gonna be a busy woman until Ford starts coming up with some fixes on this new powertrain.....Just sayin'.

17k so far so good on the trans issue with mine, there was a TSB applied ( I don't recall the number at this time) which took care of an erratic 1-2-3 up and downshift.

Hi Tony M 6.7,

Thanks for the welcome! It's okay if I get busy; that's what I'm here for. I may wear out this keyboard, though.

I'm glad to hear that things are going smoothly for you! Let me know if you need anything in the future.

Crystal

[41acres]

Crystal,

You are obviously employed to monitor the blogs and manage Ford's reputation. I love my Ford, but the little issues do make me think of not purchasing one in the future. It would be helpful for me and I would assume others to hear from Ford some transparency about issues. As a Ford fan I would like to be able to help Ford build a better vehicle and improve their existing vehicles. There needs to be a Ford based open dialog between their customers and their engineers/technicians.

That said, a great start would be Ford being transparent about the shaking and surging. Just admit there is an issue and we can all work together to figure out a solution.




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[Cowcop]

Excellent post 41!!
How about it Crystal? Is FORD up to the challenge?

[FordCustomerService]

Originally Posted by 41acres

Crystal,

You are obviously employed to monitor the blogs and manage Ford's reputation. I love my Ford, but the little issues do make me think of not purchasing one in the future. It would be helpful for me and I would assume others to hear from Ford some transparency about issues. As a Ford fan I would like to be able to help Ford build a better vehicle and improve their existing vehicles. There needs to be a Ford based open dialog between their customers and their engineers/technicians.

That said, a great start would be Ford being transparent about the shaking and surging. Just admit there is an issue and we can all work together to figure out a solution..

Originally Posted by Cowcop

Excellent post 41!!
How about it Crystal? Is FORD up to the challenge?

Hi 41acres and Cowcop,

I haven't been here very long, but it's very clear to me that people are frustrated with multiple service visits and limited information. I wish I could wave a magic wand and get you some answers, but since I can't do that, the best thing I can do is get cases documented so our engineering team is made aware of the issues. Once they're armed with information, they can get to work on a permanent solution. The more information they have, the better; this is why I search for customers here so I can get their data in the right hands.

If you haven't reached out to me yet, please send me a PM with your information (VIN, dealer, mileage, daytime phone number, full name) so I can get to work on your case. If you'd like, you can contact the Ford Customer Relationship Center directly at 1-800-392-3673.

Thanks,

Crystal

[Collins11]

(My PERSONAL MESSAGE TO THE NEW #1 UP HERE)There is some shady stuff going on. Maybe it is the small town in me but I cant believe people get away with it. Who do you report stuff like this to? I tried by telling my Customer Service Rep, but that backfired when he had taken the dealers side.



I looked at your case notes and see that you've been in touch with CSM Bart. He is looking into your request and has a scheduled follow-up with you tomorrow. As your CSM, Bart's in the best position to resolve your concern, so I encourage you to continue to work with him on a solution.



WOW Crystal, that was a great thing voicing my concerns to my CSM. I'm sure glad that I could confide is someone at FORD . IF YOU GUYS HAVE A ISSUE TELL CRYSTAL HERE. Then she will put the issue out in the open so there is no more issue. Top notch Customer Service. Good Luck To You, I sure hope the people here PM you with there concerns, because you were a big help.

[Collins11]

You could tell he couldn't wait tell tomorrow to let me that my truck that has been in and out of the shop since JULY wasn't going to be bought back or traded because of the LEMON LAW. But he did say I should go to the better business bureau. Thanks for the advice there Bart. I think the Safety Commission would be smart ,the way my truck cuts out in traffic. Anyone know who to call about the dealer reprogramming my truck and then denying it . I have the evidence that it was done.That one,I still don't understand.Is it because they tuned it up to where it burnt the trans or was it emissions ? It still had more power when I first bought it then their program they installed to try and cover it . I think I will get all my emails I wrote to them from the beginning and post one at a time. You will see it all unfold.My writing isn't great, but you will see how I was taken advantage of. I should of done more homework on it. When it first happened I hit this Forum. Does anyone know how to recover "THE RECALL RUINED MY TRUCK!!" i KNOW SOMEONE HAS TO REMEMBER. It was me and they still have not fixed it. cootdog73 I think was my handle.

[kgjevre]

If you google for "RECALL RUINED MY TRUCK" you will find a hit on a thread in another forum started by cootdog73 so maybe that is it.

[Collins11]

THANK YOU , i HAVE THE WHOLE BEGING THERE. THEY TOLD ME THE OTHER DEALER FORGOT A SECOND PROGRAM !

[graphics1988]

Welcome Crystal - its sounding like a rough welcome by some, but nonetheless, Welcome.
2011 - Superduty Lariat 4x4 Crew (39,000km).....I have had the bucking, engine cutting out issues since brand new as well. One guy mentioned Highway Safety Committee - i agree 100%! These trucks WILL kill someone or many people due to the engine "gasp" - mine has done it intermittently going through intersections with a near "T-Bone" collision...can i prove it? NO, do i have TIME to constantly take this truck in for service? NO....i have a great dealer who spends time trying to help out...but all that happens is the truck gets yet another TSB and the fuel economy gets worse EVERY time.....its at the dealer today as we speak, for oil change etc, and i got the call about another TSB...i said no thanks. The fuel economy is already 16.9L/100KM...this trucks rides like a bucking bronco (which i am "ok" with - i expected a rough ride), the turning radius sucks huge (which i figured since 2003 would have been corrected), and all the bucking and tranny clunks and engine gasping etc makes for a disheartened love for FORD. I am self employed, I use this $60,000 POS for everyday use - i NEED it for work - to feed my family - to pay my bills - to live in general.....when i am without a vehicle, i lose money. I have been down the CSR road before and also have read the results....not worth the effort basically! If FORD would say to me tomorrow " i will give you $50,000 for your truck OR a voucher for a new Superduty Ford", i would take the money (AND THE LOSS) and R U N!!!! I have a friend who just got his brand new Superduty last friday ( i assume its a 2013, cuz he already had a 2012)...and i asked him about the bucking etc in the new one ---- his reply "ya they ALL do that, dont they?? This one is the same".....so obviously the 2013's have the same issue....NOT fixed. We also have a 2011 Duramax in the family - it is with issues as well, but NOT like this - the GM issue is with their DEF, but they corrected it with two quick recalls.....something that i have yet to recieve in the mail from FORD....a "recall". Will i buy a FORD again, ya probably (cuz i like the dealer)....but DEFINITELY not a diesel again.
This truck has become the "last option" in my house when i take my kids anywhere - for fear of a breakdown in the winter, or the engine gasping and getting into an accident. Pretty sad that i paid IN FULL upon picking the truck up a year ago - and feel so heartbroken everytime i look out the window at it. I dont have time to deal with FORDS issues for them - i come online every few weeks to see if theres any resolve, only to be back at this stage. FORD = DISAPPOINTMENT

[Collins11]

you are having the exact same issues as me. The stall in traffic is scary ,I wont drive my daughter if possible . pretty sad we cant take our kids to school or activities in our $60,000 dollar truck. i tried and was denied the lemon law by ford. The CSR was there next move. Not worth it ?

[FordCustomerService]

Originally Posted by graphics1988

Welcome Crystal - its sounding like a rough welcome by some, but nonetheless, Welcome.
2011 - Superduty Lariat 4x4 Crew (39,000km).....I have had the bucking, engine cutting out issues since brand new as well. One guy mentioned Highway Safety Committee - i agree 100%! These trucks WILL kill someone or many people due to the engine "gasp" - mine has done it intermittently going through intersections with a near "T-Bone" collision...can i prove it? NO, do i have TIME to constantly take this truck in for service? NO....i have a great dealer who spends time trying to help out...but all that happens is the truck gets yet another TSB and the fuel economy gets worse EVERY time.....its at the dealer today as we speak, for oil change etc, and i got the call about another TSB...i said no thanks. The fuel economy is already 16.9L/100KM...this trucks rides like a bucking bronco (which i am "ok" with - i expected a rough ride), the turning radius sucks huge (which i figured since 2003 would have been corrected), and all the bucking and tranny clunks and engine gasping etc makes for a disheartened love for FORD. I am self employed, I use this $60,000 POS for everyday use - i NEED it for work - to feed my family - to pay my bills - to live in general.....when i am without a vehicle, i lose money. I have been down the CSR road before and also have read the results....not worth the effort basically! If FORD would say to me tomorrow " i will give you $50,000 for your truck OR a voucher for a new Superduty Ford", i would take the money (AND THE LOSS) and R U N!!!! I have a friend who just got his brand new Superduty last friday ( i assume its a 2013, cuz he already had a 2012)...and i asked him about the bucking etc in the new one ---- his reply "ya they ALL do that, dont they?? This one is the same".....so obviously the 2013's have the same issue....NOT fixed. We also have a 2011 Duramax in the family - it is with issues as well, but NOT like this - the GM issue is with their DEF, but they corrected it with two quick recalls.....something that i have yet to recieve in the mail from FORD....a "recall". Will i buy a FORD again, ya probably (cuz i like the dealer)....but DEFINITELY not a diesel again.
This truck has become the "last option" in my house when i take my kids anywhere - for fear of a breakdown in the winter, or the engine gasping and getting into an accident. Pretty sad that i paid IN FULL upon picking the truck up a year ago - and feel so heartbroken everytime i look out the window at it. I dont have time to deal with FORDS issues for them - i come online every few weeks to see if theres any resolve, only to be back at this stage. FORD = DISAPPOINTMENT

Thank you for the welcome, graphics1988. You mentioned that you were already in touch with a customer service representative, but I'd still like to reach out to my contacts at Ford Canada and see if I can get you some additional assistance. Send me a PM with your info (VIN, dealer, mileage, daytime phone number, full name) and I'll get to work.

Thanks again,

Crystal

[41acres]

Crystal,

First of all we are not asking for a magic wand and I take some offense to such a childish comment. I work in the corporate world and I have also worked in the engineering R&D world. I have worked with customers to work through issues and taking a large amount of time and blaming them is not a good customer service tactic. When I work with customers communication is key. This includes status and timelines to solving the issue. If customers feel you have a plan and are actively working toward a solution they are more likely to stay and defend the brand, which is loosing its luster. It is when you take a legalistic path that you irritate, alienate and appear to not have a plan to help your customer. I hope that this comment is better understood than the last and taken a little more serious.

All that said, I do understand you are in a hard spot with the job you do. I am not sure of your reporting structure but if there is someone above you that can make a difference and would like some input for customer service changes that will help this specific truck sector I would be willing to help. (Sorry for the run on)

It is Ford's call if they want to take customer service seriously or not.

-nick


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