Need Help Fast

[oldscuts]

The story continues...
I contacted the Ford 1-800 number and spent about 20 minutes explaining the events to the operator so she could write a report about everything. At the end she told me that it needs to be handled at the local dealership level and I need to contact them again.
So I called the 1st dealership back and spoke with the service manager whom I got to know while I was there getting my Ex fixed (or not) the first time. Now he was aware that it broke down again and he said that he spoke with the dealership in OK City and since they said the oil cooler was at fault that he is not responsible for taking care of the repair as this was a different problem. So it began. Round and round we went about how one causes the other and since they didnt fix the root cause of the EGR failure I was again broke down. So after about 30 minutes of dancing around his side is this...
When they diagnosed the problem to begin with the oil cooler was not restricted and passed the temperature difference test as per the TSB so replacement was not necessary. So he feels that it became clogged after I left his dealership and not his problem. So I asked him did they troubleshoot the problem and perform the work exactly as per the TSB (which they even listed on the invoice as work performed by TSB 09-08-03) and he said yes we did all work per the TSB.
So I asked him if they did follow the TSB then why did they not perform the very last step which is flush the coolant system. He said that he was trying to save me some money by not adding coolant which I said so you did not flush the system and he said no. So I read him the TSB that I hold in my hand it clear states:
Note:
Failure to properly flush the cooling system with motocraft engine cooling system iron cleaner (VC-9) following WSM procedures may result in repeat EGR cooler and oil cooler failure.

It also has this note down further:
Engine coolant quality can be affected by combustion gases, operation at low system pressure or exposure to excessive temperatures. Engine coolant degradation characteristics include silicate drop out (clouding) and reduced corrosion protection. Rust flakes and silicate that combine in the system might collect in the oil cooler and be mistaken as casting sand.

So I read this to him and said that since they did not flush my coolant as per the TSB and since my cooler was not restricted when they had it that they caused my oil cooler to become restricted and fail and that he should be responsible for my entire repair bill at the second dealership.
Well you can imagine the back tracking and double talk after that. But in the end he would not budge in helping out in correcting this.
I called the 1-800 number back and spent the next 20 minutes giving all the old and new info to the operator. At the end she stated that this needs to be handled at the local dealer level. To which I said they wont do anything obviously and asked for a regional manager number. She said she doesnt have that information and I need to contact the dealer for that info. Wow thanks for that help.
So I see it like this...if he sticks to his statement that the oil cooler was not restricted when he had it then by him not flushing my coolant system it caused the cooler to become restricted, so either way they failed to provide me with the repair that was required as per the Ford TSB.
I will now try to get a regional number and will be contacting an attorney to start formalizing the process.
I will keep you updated.

[oldscuts]

Update...
Well I spoke with the owner of the dealership several times and he stands behind the service department in saying that they feel this is a seperate problem unrelated to the EGR cooler failure and unrelated to any work they performed or in this case did not perform.

So I will now be sending a demand letter and then filing a claim in small claims court. I am still reluctant to fire off dealership names and locations as I hope they will step up and do the right thing.

I probably hit my head too many times when young if I believe that.

I will say this though, thanks Ford for allowing a known failure item to continue to operate on your vehicles and leave families stranded on the side of a road. I also want to say thanks to Ford for being absolutely zero help in working through a problem with a local dealership that carries their Ford name on it.

[OT]

Olds...small claims case..does it have to be filed in state where complaint originated? Good luck on your endeavors cause its gonna be a really big stretch. JMO!

btw..at least your 6L is still running ok, right?

[oldscuts]

Yes the case must be filed in the same state as the dealer.

I saw my attorney over the weekend and presented my case and documents to him even though he cant and wont be representing me and he feels its a lock. He feels that the dealership by not following Ford ducumented procedures and by not heeding attetion to the warnings provided in the TSB that they were negligent in providing me with a repair that I paid for. Their negligence is what caused my vehicle to fail again and they are liable for the cost of that repair.

The Excusion is still running good. I want to flush the coolant one more time and add the filter but am currently without a home, garage and tools so it will have to wait. Joe Cooper Ford in Yukon Oklahoma was the shop that provided the second repair and their technician was superb. He took the time to spread some knowledge and took me back and showed me some things on another truck that the cab was off of getting head gaskets.

[oldscuts]

Good news. I finally settled with the dealer after taking them to the brink of small claims court. The dealership got a new service manager and I was able to work the problem out with him. We agreed to a settlement and they sent me a check. I am happy with the results but not happy with Ford and not being supported or even talked to on a corperate complaint level. The Ford complaint line is a complete joke and all they did was take a statement and leave me to fighting it out with the dealership.
I am glad the dealership stepped up and backed their work/problem but it took way too much effort and threats on my part to make it happen.
In the end I can say this to anyone else. Be persistant, seek legal advice, take lots of notes and don't give up.
I have now given up on Ford and the 6.0. I traded the Excursion in this weekend. I now don't have to worry about it leaving my wife and family stranded again.

[F250crazy]

I have had the same song and dance with the ford customer service line. They suck!!!! No help at all ever!! Always put the blame elsewhere. Glad to see your efforts paid off. Thanks for the end result info.