Official Ford Service replaced

[FordService]

Hi, everyone!

 

My name is Ashley and I’m your brand new U.S. Ford Customer Service rep. :)

 

My primary role here will be to answer any questions you may have about newer models, to assist with vehicle concerns, and to track any vehicle orders you may be placing. I am in the office M – F 2:30 p.m. until 11 p.m., but I will be transitioning to 8:30 a.m. until 5 p.m. at the start of 2014. With the holidays around the corner, there will be a few days I won’t be around, but I’ll be sure to post out-of-office messages when necessary.

 

Generally speaking, I’ll keep my eyes open for any relevant discussion and jump in publicly to assist whenever possible. If you have something you want to talk to me directly about, feel free to send me a PM. The only time I’ll ask you to reach out privately is when I’m looking for personal information, but I’ll make sure you guys (and gals) know what to send over if and when that time comes.

 

Some items that I probably won’t be able to help with include: older/high-mileage vehicles, details about future vehicles that aren’t yet made public, vehicle modifications, and questions/concerns about in-vehicle technology. We plan to add an agent who specializes in IVT (including SYNC, MyFord Touch, navigation, and SiriusXM) in the near future. We’ll be sure to let you know when he or she arrives.

 

I’m excited to finally be here as part of this community and I’m looking forward to speaking with you all soon!

 

Ashley

[B25Nut]

Ashley,

 

Welcome to the Forum! With most of the FFH issues being corrected for the 2014 model year, you won't be nearly as busy as you would have been 12 months ago. Thank you for being here now.

My first question is when will the late availability options for the FFH show up on Ford's web site?

[hermans]

You are certainly a welcome addition to the forums. Many have been asking for this for some time now.

[jeffo65]

Welcome to the site.

[FordService]

Ashley,

 

Welcome to the Forum! With most of the FFH issues being corrected for the 2014 model year, you won't be nearly as busy as you would have been 12 months ago. Thank you for being here now.

My first question is when will the late availability options for the FFH show up on Ford's web site?

 

Thanks, B25Nut!

 

Let me check with a couple people on Monday and see what the ETA is. Are you looking for a particular option?

 

You are certainly a welcome addition to the forums. Many have been asking for this for some time now.

 

 

Welcome to the site.

 

Thanks, hermans and jeffo65! I'm happy to be here. Better late than never, right? ;)

 

Ashley

[hybridbear]

Welcome Ashley!! It's really nice to have you here!!

 

Most of my questions are technical as I try to better understand the powertrain of our Fusion Hybrid. I hope you'll be able to get more details from Ford engineers for us about some of the technical aspects of the car. If you are able to pass along technical questions to some of the engineers, please let me know and I'll make a list or pass along some links to threads with technical discussions with questions I have.

[B25Nut]

Ashley - When you do a Build & Price on the web site, the options for the Medium Soft Ceramic interior and the 10-way adjustable passenger seat are not shown. I think this is sending some potential buyers to your competition. I was able to build my FFH on the web site in 2012 more than three months before it was available, and that got me hooked.

[DeeCee]

Welcome to the forum. Sure am glad to finally see Ford here officially.

[GrySql]

Welcome to the asylum! :)

We're an inquisitive group but like to have fun too.

I hope you enjoy this Forum as much as we do.

[corncobs]

I can only join the others with their warm welcome.

Nice the finally have a Ford rep on board of a really active and awesome forum.

[SteveB_TX]

Welcome! I hope you have some pull with the Lincoln folks. So far my experience with Lincoln Customer Care has been disappointing.

[dalesky]

One of many offering you a warm welcome. We are a community of honest, polite and Fusion loving folks.

[acdii]

Yeah, finally! Welcome, I have been asking for a rep for some time now, SO glad to finally have one here. We do have a couple ealry owners who are still having issues, and hopefully you can help them get them corrected.

 

Again, Huge Welcome and thank you for joining.

[Boat Racer]

Welcome Ashley. I look forward to your contributions to this site which has been very helpful to me. :)

[hybridbear]

Ashley - here are two questions for you that some of us have been wondering about for awhile...

1. Why did Ford remove the Lifetime Summary from 2014 FFHs and 2013 Job 3 C-Maxes?
2. Why did Ford remove the MPGe option from 2014 Fusion Energis and 2013 Job 3 C-Max Energis?

[acdii]

My biggest question is, When will MFT get Applink?

[MXGOLF]

Hi Ashley, Is Ford planning on doing anything about or compensating any of us FFH owners who's cars are under performing badly? I have had my car just about a year now and am only getting 35 mpg! I got a lemon and Ford won't admit it. My dealer says it's the gas in Oregon. Also when I purchased the car they said nothing about all the things that effect hybrids. For instance using the heater, defrost, AC ect. as this greatly effects our mileage. Good Luck with this can of worms. :)

Thanks,

[robertlane]

Welcome to the Ford Fusion Hybrid Forum!

[FordService]

Welcome Ashley!! It's really nice to have you here!!

 

Most of my questions are technical as I try to better understand the powertrain of our Fusion Hybrid. I hope you'll be able to get more details from Ford engineers for us about some of the technical aspects of the car. If you are able to pass along technical questions to some of the engineers, please let me know and I'll make a list or pass along some links to threads with technical discussions with questions I have.

 

hybridbear,

 

There are a couple people I can run things by, depending on what your specific questions are. Just send me a PM and I'll see what I can do. :)

 

Ashley - When you do a Build & Price on the web site, the options for the Medium Soft Ceramic interior and the 10-way adjustable passenger seat are not shown. I think this is sending some potential buyers to your competition. I was able to build my FFH on the web site in 2012 more than three months before it was available, and that got me hooked.

 

Thanks, B25Nut! The website folks like to have an example when I send a correction or inquiry over to them, so this will definitely help!

 

Welcome! I hope you have some pull with the Lincoln folks. So far my experience with Lincoln Customer Care has been disappointing.

 

SteveB_TX,

 

Have you reached out to the Lincoln social media folks on Twitter or Facebook? I don't work directly with them, but I know they are active on both of those platforms.

 

 

Ashley - here are two questions for you that some of us have been wondering about for awhile...

1. Why did Ford remove the Lifetime Summary from 2014 FFHs and 2013 Job 3 C-Maxes?
2. Why did Ford remove the MPGe option from 2014 Fusion Energis and 2013 Job 3 C-Max Energis?

 

 

hybridbear,

 

I'm not sure if this info is available, but I'll add it to my list of things to check out.

 

My biggest question is, When will MFT get Applink?

 

acdii,

 

I will let you know ASAP when an IVT specialist will be active on the forum. He or she will be able to lend a hand with this type of question. :)

 

Hi Ashley, Is Ford planning on doing anything about or compensating any of us FFH owners who's cars are under performing badly? I have had my car just about a year now and am only getting 35 mpg! I got a lemon and Ford won't admit it. My dealer says it's the gas in Oregon. Also when I purchased the car they said nothing about all the things that effect hybrids. For instance using the heater, defrost, AC ect. as this greatly effects our mileage. Good Luck with this can of worms. :)

Thanks,

 

MXGOLF,

 

Send me a PM with your name, phone number, VIN, mileage, and dealer info. I'll have your regional customer service manager reach out to you about some options.

 

Ashley

[SteveB_TX]

 

SteveB_TX,

 

Have you reached out to the Lincoln social media folks on Twitter or Facebook? I don't work directly with them, but I know they are active on both of those platforms.

 

Ashley

 

Thanks for the quick reply Ashley! (I wish Lincoln CC was that quick!) I have looked at the Lincoln Facebook page. Looks like mostly Lincoln ad stuff to me. Do I just post a question/problem and hope for a response? As for Twitter... no I don't do Twitter. :)

[FordService]

 

Thanks for the quick reply Ashley! (I wish Lincoln CC was that quick!) I have looked at the Lincoln Facebook page. Looks like mostly Lincoln ad stuff to me. Do I just post a question/problem and hope for a response? As for Twitter... no I don't do Twitter. :)

 

Hey SteveB_TX,

 

Check out Facebook.com/LincolnClient. I believe that is where my Lincoln counterparts reside. :)

 

Ashley

[Hybrider]

Hi Ashley, Welcome!

 

You mentioned one of your roles is to "...to track any vehicle orders you may be placing.", so would that tracking service be similar to the one that cyberdman is providing in his tracking topic. I plan on ordering, my first Ford order in 27 years, in 3 weeks, after the holiday shutdown, so I was wondering if the tracking you would do, if that would be through this thread, or through PMs?

 

Thanks, Hybrider

[hybridbear]

hybridbear,

 

There are a couple people I can run things by, depending on what your specific questions are. Just send me a PM and I'll see what I can do. :)

Did you get my PM? It contained a rather extensive list of questions and links to topics on the Forum where we've tried to reverse engineer some of the technical aspects of the powertrain. Thanks!

[aaronj1159]

Welcome, and thanks for assisting us with our vehicles. I'd like to bring one issue to the floor, as many of us have it and so far none of our dealers seem to have made any headway with it (as far as I'm aware). I'll post the topic below and maybe you can have a look when you get a chance. I'm sure I'd miss something if I tried to explain it all here in one go.

 

http://fordfusionhybridforum.com/topic/5344-cooling-system-stinks-up-car-even-in-winter/

 

 

Again thanks for your time and help.

[jeff_h]

Ashley - I guess I will need your help in getting my 13S04 recall action accomplished -- I think everyone else here has had it done but I am still waiting on parts. I have spelled out the below so you can copy/paste it over to your supply chain gurus.

 

5/30/13: Recall 13S04 originally announced with:DEMONSTRATION / DELIVERY HOLD -Safety Recall13S04 Certain 2013 Model Year Explorer, Taurus, MKS, Flex, MKT, Fusion, MKZ, and Police Interceptor Utility and Sedan Vehicles -- Fuel Delivery Module Replacement

 

6/10/13: 13S04 Supplement 1 issued with ordering procedures for the above

 

7/3/13: 13S04 Supplement 2 issued with "Application and interchangeability of fuel delivery modules(FDM) has been revised for greater flexibility.

 

7/19/13: 13S04 Supplement 3 issued with "Advise dealer technicians that the FDM and Fuel Sending Unit must be handled carefully to avoid damage to the float arm. Owner delivery letters also mailed at this time to advise owners of the issue and that they would be contacted when dealers had parts in stock.

 

8/19/13: 13S04 Supplement 4 issued with "Parts are available in sufficient quantities to begin repairing all vehicles." - in red letters

 

In early August, I had my car into the dealer (only time) to get TSB 13B07 (thrust washer fix for clicking/pinging sound) fixed, and at that time the dealer opened a separate repair order and ordered the parts for 13S04 recall, and would call me when they came in.

 

In October, I sent dealer a note saying hey it's been 2 months waiting on parts that the recall supplement said were available in sufficient quantities... they called back saying sorry it still shows as back-ordered. OK no problem I am patient.

 

In December (this week), I sent dealer a note saying hey it's been *4* months waiting on parts that the recall supplement long-ago said were available in sufficient quantities... they called back saying sorry it still shows as back-ordered and they have ordered it twice.

 

Thankfully I don't have any fuel symptoms, but since this is a safety recall that was a 'demonstration/delivery hold' I'm thinking it should not go on forever - should I go to a different dealer in case this one is not placing the order correctly?

 

Thanks

Jeff