Yellow wrench incident

[Ignacio C. Tonarely]

Ashley,

 

I simply don't understand how this has become a logistical issue. The primary mission at this moment is to tell me where the battery is. If for some reason it hasn't shipped or is stuck somewhere along the way or even got lost along the way, then that is something that will have to be dealt with. However, someone along the way (assuming that it has in fact shipped out) has had to sign paperwork for that battery (and please don't tell me that this is a delicate item that needs to be shipped in a particular way - sensitive and/or dangerous items are shipped safely every day once they are crated/packed appropriately. Once we establish who signed for it we make a phone call to that individual/firm and ask them where it is. Now, since we have been (supposedly) looking for this battery for at least a week now and still cannot find it then perhaps the best thing to do (to take care of your customer) is to order another battery or (ideally) carefully consider the option of swapping out a battery from another like vehicle in your local inventory (again, to appease a customer who has waited patiently for two weeks and impatiently for another week - with no end in sight, I might add).

 

I don't know you, Ashley. I do not know whether or not you have any pull or even if you do or don't care. My nature compels me to take you at your word but at the end of the day I am still waiting on a battery that seems to be making absolutely no progress. I would like to think that you are trying to help me but so far I haven't made any progress in the last three weeks. My local service people are only interested in telling me that the battery is not in yet and that they cannot do anything more to help me. The individual I spoke to on the 800 line pretty much told me that they are waiting for info and that they will call me when they recieve it. This is my fourth Ford vehicle and I cannot tell you how disappointing and frustrating this entire experience has been.

 

To recap: if the battery doesn't show up, order a new one (expedite it) simply to appease your customer up and shut him up.

[hybridbear]

Hi guys,

 

I'm definitely working on this. Because of the nature of the batteries, there are some logistical issues that aren't usually a factor in shipping parts. I've got a whole team of people over here focused on this, so it definitely isn't an issue of me not caring or not having "pull." I assure you there is a lot going on to get this resolved. I'll have an update as soon as I get one.

 

Ashley

Thanks Ashley. I sure wish you had been here at this time last year when we were having issues and it took the dealer 9 months to get in a door trim piece. And even when they did finally get it, they couldn't install it correctly. But that's all on the awful black FFH which is someone else's problem now...

[hermans]

Ignacio, I don't have a dog in this hunt for your battery, but I do know absolutely that your dealer can take a battery out of a car on their lot and put it in yours. All that is needed is for Ford to tell them to do. It's that easy and I know they can.

Edited January 14, 2014 by hermans

[GrySql]

I've got a whole team of people over here focused on this,

'A whole team'?

The implication that Ford can't satisfy a customer with a 'whole team' focused on the problem makes it sound even worse.

 

I still suggest a call to the Better Business Bureau.

From the FFH Owner Manual, page 228:

 

You can get more information by calling BBB AUTO LINE at 1-800-955-5100, or writing to:

BBB AUTO LINE

4200 Wilson Boulevard, Suite 800 Arlington, Virginia 22203-1833

BBB AUTO LINE applications can also be requested by calling the Ford Motor Company Customer Relationship Center at 1-800-392-3673.

Edited January 14, 2014 by GrySql

[Ignacio C. Tonarely]

Riddle me this, Batman: What does the trucking company transporting my battery have in common with the Easter Bunny?

 

Answer: They're both fictional! (Ha! It would be funny, if it weren't all happening to me)

 

The latest update confirms my deepest suspicions: my battery has not shipped. The new story is that the battery is waiting to ship but the actual crates they use to ship then in are scarce. Honestly, I don't even know what to say anymore (if I even want my care back anymore, it will probably be to sell it and move on to something else). Ford couldn't have worked any harder to lose a customer.

 

The last person I spoke to, Mario, offered me a refund for this month's payment. While my initial reaction was to say yes to the check I think I am going to have to check with my attorney first. This situatiuon is getting worse with each phone call. After nineteen days, we have only taken several steps backwards....

 

How can Ford operate in this manner?

[hybridbear]

'A whole team'?

The implication that Ford can't satisfy a customer with a 'whole team' focused on the problem makes it sound even worse.

 

I still suggest a call to the Better Business Bureau.

From the FFH Owner Manual, page 228:

 

You can get more information by calling BBB AUTO LINE at 1-800-955-5100, or writing to:

BBB AUTO LINE

4200 Wilson Boulevard, Suite 800 Arlington, Virginia 22203-1833

BBB AUTO LINE applications can also be requested by calling the Ford Motor Company Customer Relationship Center at 1-800-392-3673.

Riddle me this, Batman: What does the trucking company transporting my battery have in common with the Easter Bunny?

 

Answer: They're both fictional! (Ha! It would be funny, if it weren't all happening to me)

 

The latest update confirms my deepest suspicions: my battery has not shipped. The new story is that the battery is waiting to ship but the actual crates they use to ship then in are scarce. Honestly, I don't even know what to say anymore (if I even want my care back anymore, it will probably be to sell it and move on to something else). Ford couldn't have worked any harder to lose a customer.

 

The last person I spoke to, Mario Ronda, offered me a refund for this month's payment. While my initial reaction was to say yes to the check I think I am going to have to check with my attorney first. This situatiuon is getting worse with each phone call. After nineteen days, we have only taken several steps backwards....

 

How can Ford operate in this manner?

I agree with GrySql. Pursue Florida Lemon Law. A quote from the FL Attorney General's site

If the vehicle is in and out of the authorized repair shop for repair of one or more different problems for 15 or more cumulative days, the consumer must give written notification of this fact to the manufacturer (not the dealer), by certified, registered or express mail. Check the warranty book or owner’s manual or other written manufacturer supplement for the address given by the manufacturer. A Motor Vehicle Defect Notification form may used for this purpose. Click here for the Instructions and Motor Vehicle Defect Notification form. After the manufacturer’s receipt of the notification, the manufacturer or its authorized service agent must have at least one opportunity to inspect or repair the vehicle. The consumer may be eligible for a purchase price refund or a replacement vehicle if the vehicle is out of service for repair of one or more nonconformities for a cumulative total of 30 or more days.

If the manufacturer does not provide a refund or a replacement vehicle, consumers may invoke their rights through one or two arbitration programs. The dispute must be submitted for arbitration to a manufacturer sponsored program, if that program was certified by the State of Florida when the consumer purchased or leased the vehicle and the manufacturer's warranty or other written material explained how and where to file a claim with a state-certified program.

I would also contact the Attorney General's office about your issues at the phone number listed on the site linked above.

[Ignacio C. Tonarely]

Hybridbear,

 

Thank you for all of the info (and everyone else who has sent me useful info/advice over the last few weeks). I spoke briefly with the BBB last Friday to try and get some basic info. Before I go back to them I will be speaking with my attorney to see what course of action he recommends I take.

 

I will update soon. Again, thanks to everyone for their advice and support.

[vangonebuy]

If the battery is so difficult to ship, Why not send the car to the battery? :hysterical:

[acdii]

If the battery is so difficult to ship, Why not send the car to the battery? :hysterical:

May be seen as a smart@$$ remark, but it is a damned good question! If shipping crates are so scare, how are they transporting them to the factory?

[FordService]

Folks,

 

Here's what's happening: the battery is on its way. The plant reopened following the holidays on January 2nd, and then had some shipping delays due to the extreme snow/winter storm that took place. Due to the nature of the battery, it can't be shipped via airplane and needs to be packed in a special shipping container. The ground shipping process takes a bit longer than air and is more easily affected by poor weather.

 

Ignacio -- as you mentioned, Mario has offered compensation for your car being out of service. He is going to be the best point of contact for you in terms of tracking the battery, as he is in direct contact with those involved in its shipping.

 

Hope this clears up some confusion.

 

Ashley

[Ignacio C. Tonarely]

Now that "the battery is on its way", I hope the dealer hasn't started crating up my car for delivery to Detroit (good suggestion, vangonebuy, that was my frist good laugh of the day). Day 20. Let's see what happens...

[Ignacio C. Tonarely]

Ashley, I know you're just doing your job but I don't think "confusion" is the appropriate word. Confusion seems to insinuate some sort of miscommunication. What I have been receiving is misinformation (to put it nicely) and excuses. I hope someone puts the proper postage on that crate as this is now the fourth time it ships...

 

Unfortunately, at this point Ford can possibly repair my vehicle but i don't think it will ever be able to fix my expectations of the company and its service capacity.

[FordService]

Ashley, I know you're just doing your job but I don't think "confusion" is the appropriate word. Confusion seems to insinuate some sort of miscommunication. What I have been receiving is misinformation (to put it nicely) and excuses. I hope someone puts the proper postage on that crate as this is now the fourth time it ships...

 

Unfortunately, at this point Ford can possibly repair my vehicle but i don't think it will ever be able to fix my expectations of the company and its service capacity.

 

Ignacio,

 

I'm sorry this situation has been frustrating for you. I completely understand that you want your car back as quickly as possible. I've done everything I could for you, and as quickly as possible, including reaching out as early as December 30th to try to assist, and continuing to try to help for weeks before you got me involved. I was able to get you in touch with someone who offered financial assistance and located your battery within 3 business days of you sending me your information. I realize that every moment without your car is upsetting -- I really do. I just want you to understand that I am here to help, but I can't time travel to take care of things before you tell me about them. :(

 

Hopefully you won't need my help again, but if you do, I'll be here.

 

Ashley

[Ignacio C. Tonarely]

Ashley,

 

To clear up a few facts (hopefully, in fairness to everyone and in an effort to make sure that these facts are properly represented):

 

I contacted you directly on January 9th asking for your assistance. That would be six days ago and not three. Please note that I didn't contact you earlier (despite suggestions that I should) because I had been told that my battery had shipped and was on its way (which it turns out was not the truth).

 

While I appreciate all efforts taken to help me, you have to understand that, while my initial frustration was brought about by the battery not coming in as promised (on several occasions), the fact that I was completely misled as to the situation regarding my replacement battery is what I find utterly unacceptable. People have known all along that my battery had never shipped. Yesterday (day nineteen) was the first time that anyone told me that the battery had not in fact shipped.

 

Ford should not continue to try to paint this as some sort of unfortunate incident in which both parties had miscommunicated the facts. The facts were, knowingly or unknowingly, completely misrepresented by Ford. This either makes someone inept or a liar. Understand, I am not launching these accusations at you but I don't think that it is fair to try at this point to paint this as some sort of mixup. Somewhere along the way, someone at Ford was not telling me the truth.

 

If in fact time travel were an option available to us I assure you that neither you nor I would be sharing this correspondence as I wouldn't be driving a Ford (desperately) in need of repair.

[Ignacio C. Tonarely]

Ashley,

 

I am sorry to have to keep bothering you but could you please send me Mario's contact information? I cannot locate his e-mail in any of my mail accounts. Thank you.

 

 

I.

[Ignacio C. Tonarely]

Never mind, Ashley. He just called me and resent me the e-mail. Thank you, anyways.

[ROB281]

And here I am pissed about waiting for yet another headliner (4th attempt) that I've been told is on it's way from Detroit since Christmas.

 

At least my car works

[VAuthor]

Ignacio, I had the same thing happen to my Fusion today. Car had been flawless. This morning I got into the car and it wouldn't power up, even with 3 or 4 tries. (approx 5000 miles) While I was searching for a trouble-shooting checklist, my husband got the car started. Had the left side powertrain warning message and when that was acknowledged, the yellow wrench appreared. I drove the car to the dealership with what seemed to be reduced power, but that could've been my imagination. No word from the service department yet.

[Ignacio C. Tonarely]

VAuthor,

 

I hope that your situation isn't the same as mine. Today is day twenty-three and the battery only just arrived at the dealer today. In a solid example of customer service, neither anyone at the dealer nor the guy put in charge of this mess (via the internet) thought to call and let the customer who has been waiting for nearly a month know that his battery had arrived.

 

Now they have to install the battery and determine if in fact the battery failed on its own or something else caused the problem. If it is something else causing the battery to fail then I pray that it doesn't screw up the new battery.

 

I cannot tell you the nightmare this whole mess has been. Completely mishandled in my opinion.

 

Anyway, I hope that whatever the problem with your vehicle might be, that is handled in a competent manner. Please let me know what they find. I am curious to know if there might be any commonalities between our two problems (my vehicle was just about to hit the 5,000 mile mark as well).

 

Thanks for reading and good night.

Edited January 18, 2014 by Ignacio C. Tonarely

[Ignacio C. Tonarely]

Today is the day. Just got a call from the dealer that my vehicle is ready to be picked up. According to him, it was the high voltage battery that failed and now that it has been replaced, she's ready to go. I hope that this is correct. I do not want to go through anything like this again...

[vangonebuy]

All the best to you.

You've been through enough.

[Ignacio C. Tonarely]

_{Picked up my vehicle yesterday afternoon. It feels good to be back in my own car after all this time (twent-six days, I think). Let's hope that everything is resolved as I don't think I could go through this again. Thank you all for all of your input and advice. I really think that everyone's support throughout all of this was what really lit a fire under Ford.}

 

_I.