2013 Fusion Hybrid Issues & Problems

[hybridbear]

 

Here's my list of issues to address with the dealership. Our appointment is setup for July 29th. They said they'll have a loaner vehicle available. We'll see how it goes. After their comment about not being able to find a TSB about the eCVT leak I don't have high expectations. The Nav POIs issue I know they can't fix unless Ford has released another update that we haven't heard about but I still want it documented. Below they're typed like how I described the issue to the SA over the phone and how I sent the list to Ashley to forward to the CSM. We'll see how things go.

 

Concerns

• HF35 eCVT transmission is leaking
• When using the Engine Block Heater the yellow wrench illuminates
• Frequent battery saver messages and low 12V battery SOC
• Navigation often shows that we are alongside the road and not on the road, directions thus compute in a strange way
• The trunk squeaks very loudly
• The 120V power point in the center console in the back seat is very loose and plugs do not stay connected reliably
• Navigation POI menu on the right dash screen does not work to select POIs
• When pressing the A/C button the A/C doesn't actually turn off and the dash will still show electricity going to it
• The steering wheel is slightly off center to the left (I have to have the wheel turned slightly left to go straight down the road)

So...here's an update...

1) the eCVT is just "seeping", not dripping so they consider this "normal" and will not repair it

2) they updated the software to fix the EBH wrench light issue per the TSB I showed them from the Forum

3) they claim that there are "no known issues with the 12V battery is the FFH" and that there are "no TSBs relating to my concern

4) they updated the GPSM per the TSB I showed them from the Forum

5) they lubed the trunk & the squeak is gone, I hope this is a permanent fix

6) they ordered a new power point but it has not arrived

7) they seem to have spent the most time on this issue but have not found a software update from Ford to fix it, the SA says they're escalating the issue with Ford to try to find a fix

8) they claim the HVAC system is working as designed and that there's no update to the FCIM

9) they claim to have repaired this

 

The other issues which I didn't list previously were:

10) periodic issues with CTA & BSM - they claim they find no codes and that there's no fix/update to do

11) the chimes relating to the SSM billford posted - they have not given me an update on this issue

12) loose driver door trim - replaced

 

I still have not heard from my CSM. I'm not sure why he doesn't contact me. I have his phone number but it isn't my job to contact him & I don't really know what I would say to him if I called so I'll continue to wait for him to do his job.

 

Overall, this has been the worst customer service experience I've ever had in my life!

 

I will be sure to leave negative reviews of this dealer everywhere I can and I will never buy another car from them again.

[tr7driver]

I got the same song and dance on #8. They insist I have the latest version, but they did do a reflash it for me. I don't think it made any difference. I'll hit them for it again next time I'm there. I hope to have a TSB number to show them by then.

[talmy]

I think so much depends on the particular dealer's service department. We bought our first Ford in 1986 (had one of the first Tauruses in the area) and have had all of them (7 total) serviced at the same dealership which has always been exemplary. Most recently, with our Fusion, asked to have the DRLs enabled and they basically just said "OK". No confusion. No battle. No charge.

 

I wish I could say the same about their sales department. Only bought first and latest there and paid too much for the latest.

 

12K on the Fusion and no problems.

 

Left unhappy with the Toyota dealer for our only non-Ford in that time, an 07 Camry Hybrid we still have.

[GrySql]

I still have not heard from my CSM. I'm not sure why he doesn't contact me. I have his phone number but it isn't my job to contact him & I don't really know what I would say to him if I called so I'll continue to wait for him to do his job.

Give the CSM your list that you just posted.

 

Crystal, are you reading all this? Can you find out from Ford Engineering if an eCVT that is leaving fluid marks on the underbody cover is normal??

Without that cover under the engine bay there would be transmission fluid on the ground under the car, does Ford consider that normal?

Seeping? What kind of word manipulation is that? It's leaking.

Edited August 6, 2014 by GrySql

[hybridbear]

Give the CSM your list that you just posted.

He should have it. When I sent Ashley the PM I included the list. I assume that she passed it on to him.

[FordIVTteam]

Hi Kim,

 

If you can help get the issues owned by someone and fixed, that would be extremely helpful.

 

Thanks.

 

I'd like to pull up your information and take a look at your most recent case. I'll send you a PM with my recommendations shortly. :)

 

Kim

[FordService]

...Can you find out from Ford Engineering if an eCVT that is leaving fluid marks on the underbody cover is normal??

Without that cover under the engine bay there would be transmission fluid on the ground under the car, does Ford consider that normal?

Seeping? What kind of word manipulation is that? It's leaking.

 

Hi GrySql,

 

I don't have access to our engineering team; the best way for you to get answers to technical/mechanical questions is by reaching out to your dealership's service manager. If you'd like, I can document any feedback you have in our system for the appropriate people to review. To make that happen, PM me your full name, best daytime phone number, dealership info, and any specifics you'd like me to include.

 

 

He should have it. When I sent Ashley the PM I included the list. I assume that she passed it on to him.

 

Hi hybridbear,

 

I confirmed that your list is in the case notes; Ashley added it when she first escalated this.

 

Crystal

[hybridbear]

Here's my list of issues to address with the dealership. Our appointment is setup for July 29th. They said they'll have a loaner vehicle available. We'll see how it goes. After their comment about not being able to find a TSB about the eCVT leak I don't have high expectations. The Nav POIs issue I know they can't fix unless Ford has released another update that we haven't heard about but I still want it documented. Below they're typed like how I described the issue to the SA over the phone and how I sent the list to Ashley to forward to the CSM. We'll see how things go.

Concerns

• HF35 eCVT transmission is leaking
• When using the Engine Block Heater the yellow wrench illuminates
• Frequent battery saver messages and low 12V battery SOC
• Navigation often shows that we are alongside the road and not on the road, directions thus compute in a strange way
• The trunk squeaks very loudly
• The 120V power point in the center console in the back seat is very loose and plugs do not stay connected reliably
• Navigation POI menu on the right dash screen does not work to select POIs
• When pressing the A/C button the A/C doesn't actually turn off and the dash will still show electricity going to it
• The steering wheel is slightly off center to the left (I have to have the wheel turned slightly left to go straight down the road)

So...here's an update...
1) the eCVT is just "seeping", not dripping so they consider this "normal" and will not repair it
2) they updated the software to fix the EBH wrench light issue per the TSB I showed them from the Forum
3) they claim that there are "no known issues with the 12V battery is the FFH" and that there are "no TSBs relating to my concern
4) they updated the GPSM per the TSB I showed them from the Forum
5) they lubed the trunk & the squeak is gone, I hope this is a permanent fix
6) they ordered a new power point but it has not arrived
7) they seem to have spent the most time on this issue but have not found a software update from Ford to fix it, the SA says they're escalating the issue with Ford to try to find a fix
8) they claim the HVAC system is working as designed and that there's no update to the FCIM
9) they claim to have repaired this

The other issues which I didn't list previously were:
10) periodic issues with CTA & BSM - they claim they find no codes and that there's no fix/update to do
11) the chimes relating to the SSM billford posted - they have not given me an update on this issue
12) loose driver door trim - replaced

I talked to the CSM today. He called me this afternoon. He asked me about why the case had been escalated to Ford Corp & I told him it was because of the Forum presence of a Ford Rep who offered this service. He made a comment about how overworked he is with all these additional requests coming to the CSMs now from online. The main thing that I requested he address with the dealer is what they're doing about the transmission. He made a note of it and said he will follow-up with the dealer about that.

 

I also called the SA this afternoon and he told me that Ford Engineering confirmed that they're aware of the Nav POI dash screen software bug and that they don't have a fix yet. I also told the SA the SSM number that I got from acdii & GrySql of what was done on their cars to fix the A/C issue. It is the same SSM that billford posted about the HVAC system freezing. The SA pulled it up on his computer and printed it for the tech. I hope the tech will perform the update.

 

I also got an update on #6 above that it has been installed. I asked about some of the other updates and the SA said, "we did a bunch of updates, so that should cover everything" without specifically addressing the updates I was asking about.

 

I find it interesting that the one issue they picked to discuss extensively with the CSM was the 12V battery concern and how "no problem found" is their analysis. Well, I'm not surprised that the 12V isn't low now, I've been charging it regularly and we had just gone on a 1200 mile road trip in the days preceding dropping the car at the dealer. So, the 12V better not be low now, but it does have issues. I guess I'll just have to be content to regularly charge it myself. I know that there are some software updates which were supposed to improve 12V SOC by programming the car to charge it more aggressively, but I guess they aren't going to do any of that.

[acdii]

aww po baby was overworked. Gee grow a pair, thats what your JoB is. I hope they take better care of you than what they have been. Now you know what I went through with BD.

[hybridbear]

Here's my list of issues to address with the dealership. Our appointment is setup for July 29th. They said they'll have a loaner vehicle available. We'll see how it goes. After their comment about not being able to find a TSB about the eCVT leak I don't have high expectations. The Nav POIs issue I know they can't fix unless Ford has released another update that we haven't heard about but I still want it documented. Below they're typed like how I described the issue to the SA over the phone and how I sent the list to Ashley to forward to the CSM. We'll see how things go.

 

Concerns

1. HF35 eCVT transmission is leaking
2. When using the Engine Block Heater the yellow wrench illuminates
3. Frequent battery saver messages and low 12V battery SOC
4. Navigation often shows that we are alongside the road and not on the road, directions thus compute in a strange way
5. The trunk squeaks very loudly
6. The 120V power point in the center console in the back seat is very loose and plugs do not stay connected reliably
7. Navigation POI menu on the right dash screen does not work to select POIs
8. When pressing the A/C button the A/C doesn't actually turn off and the dash will still show electricity going to it
9. The steering wheel is slightly off center to the left (I have to have the wheel turned slightly left to go straight down the road)

So...here's an update...

1) the eCVT is just "seeping", not dripping so they consider this "normal" and will not repair it

2) they updated the software to fix the EBH wrench light issue per the TSB I showed them from the Forum

3) they claim that there are "no known issues with the 12V battery is the FFH" and that there are "no TSBs relating to my concern

4) they updated the GPSM per the TSB I showed them from the Forum

5) they lubed the trunk & the squeak is gone, I hope this is a permanent fix

6) they ordered a new power point but it has not arrived

7) they seem to have spent the most time on this issue but have not found a software update from Ford to fix it, the SA says they're escalating the issue with Ford to try to find a fix

8) they claim the HVAC system is working as designed and that there's no update to the FCIM

9) they claim to have repaired this

 

The other issues which I didn't list previously were:

10) periodic issues with CTA & BSM - they claim they find no codes and that there's no fix/update to do

11) the chimes relating to the SSM billford posted - they have not given me an update on this issue

12) loose driver door trim - replaced

 

I still have not heard from my CSM. I'm not sure why he doesn't contact me. I have his phone number but it isn't my job to contact him & I don't really know what I would say to him if I called so I'll continue to wait for him to do his job.

 

Overall, this has been the worst customer service experience I've ever had in my life!

 

I will be sure to leave negative reviews of this dealer everywhere I can and I will never buy another car from them again.

I talked to the CSM today. He called me this afternoon. He asked me about why the case had been escalated to Ford Corp & I told him it was because of the Forum presence of a Ford Rep who offered this service. He made a comment about how overworked he is with all these additional requests coming to the CSMs now from online. The main thing that I requested he address with the dealer is what they're doing about the transmission. He made a note of it and said he will follow-up with the dealer about that.

 

I also called the SA this afternoon and he told me that Ford Engineering confirmed that they're aware of the Nav POI dash screen software bug and that they don't have a fix yet. I also told the SA the SSM number that I got from acdii & GrySql of what was done on their cars to fix the A/C issue. It is the same SSM that billford posted about the HVAC system freezing. The SA pulled it up on his computer and printed it for the tech. I hope the tech will perform the update.

 

I also got an update on #6 above that it has been installed. I asked about some of the other updates and the SA said, "we did a bunch of updates, so that should cover everything" without specifically addressing the updates I was asking about.

 

I find it interesting that the one issue they picked to discuss extensively with the CSM was the 12V battery concern and how "no problem found" is their analysis. Well, I'm not surprised that the 12V isn't low now, I've been charging it regularly and we had just gone on a 1200 mile road trip in the days preceding dropping the car at the dealer. So, the 12V better not be low now, but it does have issues. I guess I'll just have to be content to regularly charge it myself. I know that there are some software updates which were supposed to improve 12V SOC by programming the car to charge it more aggressively, but I guess they aren't going to do any of that.

We picked up the car last night, here is a final summary:

1. They say that the transmission is just "seeping" not leaking so they did not perform the TSB repair, they just re-torqued the drain plug and wiped off the fluid seepage
2. TSB 14-00-2 covered reprogramming
3. "no problem found"
4. TSB 14-00-37 covered reprogramming GPSM module
5. Lubed hinges
6. Replaced power point
7. "reprogrammed" is the only thing they have in the notes for this, it still does not work, the SA told me verbally that Ford knows about this bug and does not have a fix at this time
8. "cust found update to correct this" is all they have in the notes for this
9. "Checked alignment, found toe was incorrect, corrected toe. Need to calibrate LDW camera, drive for at least 10 minutes above 40 MPH to calibrate camera. Complete."
10. "reprogrammed" and no other notes about what was done
11. "reprogrammed" and no other notes
12. "inspected and replaced trim"

It does appear that they put some gas in the car because I went to get gas right after leaving the dealer and my trip meter showed 13.12 gal used but I could only get 11.41 in at the pump. I checked ET Mode after restarting the car and it showed my FLPM (Fuel Level Percent of Maximum) was 99.4 like it usually shows after I get gas. I don't think I've ever seen it register higher than 99.4 for the FLPM.

 

I'm disappointed that they were not able to turn on the DRLs, but the tech said that the Ford Hotline told him that he was not allowed to do it and they wouldn't tell him how to do it. I am very disappointed in Ford's continued opposition to a safety feature, but that's old hat at this point.

 

It was 10 days that the car was at the dealer and the only other thing that disappointed me was that they had the car all this time and they didn't even bother to run it through the car wash... If they don't want to spend the time to vacuum it that's fine with me, but I am used to dealers always running your car through the car wash when you're there, even if you're just there for an oil change and nothing else.

 

I also had them rotate the tires while I was there since they only charge $19.95. I know that I could have saved about $7 or $8 by getting it done somewhere else but the time I would lose by making an extra trip somewhere else is worth more than $7 or $8 so I just asked them to do it. I need to check now to see if they reprogrammed the TPMS or not since with my tablet & Torque Pro I can see the tire pressure in each individual tire.

[acdii]

 

 

1. "cust found update to correct this" is all they have in the notes for this

This is pretty stupid on their part. Shows they don't know what they are doing when the Customer knows more about fixes then their trained technicians do. Seems to me that dealership could care less about customer satisfaction and more about their ego.

[JimArch]

So does your AC go off when you push the button now?

[hybridbear]

So does your AC go off when you push the button now?

Yes. Reference SSM 44558 with you dealer. You can find that SSM here on the forum. I posted about it in the climate control thread.