Yellow wrench incident

[JonE]

Yep, I have started using the block heater since it got "chillier" (below zero for highs) to see if this helps the ICE warm-up period/MPGs at all. Interesting, I had plugged the car in several times previously and no wrench showed up. I'll have to keep an eye on that.

Thanks for the info by the way, fellow MNan.

[Ignacio C. Tonarely]

JonE, sorry to hear the news. Hopefully, it won't be anything as complicated as my case.

 

Everyone else, I spoke with Service this morning and I was told to keep my fingers crossed to see if the battery comes in today. I really am not happy with the way this is being handled. I don't know where the problem might actually be but I just can't see how it has been thirteen days and they (a) still don't have the battery and (b) can't reliably tell me when it will arrive. I can understand issues in getting the battery or in having it shipped but I shouldn't have been told today that the battery shipped on Friday after being told that it went out the week before.

 

Frustrating.

[GrySql]

Pssst... Send Ashley your info so she can help.

Edited January 8, 2014 by GrySql

[Ignacio C. Tonarely]

GrySql, thanks for the advice. I am going to contact her tomorrow to see if there is anything she can do. I couldn't get to it today and I just got home and the kids are waiting for me to watch tv with them.

 

I am a pretty patient person by nature but I don't like (a) not having my car and (b) having to drive around in a rental. And let's not forget ©, getting bad info for two whole weeks.

 

I will update tomorrow.

[Ignacio C. Tonarely]

Today's update brings in some new players but no battery.

 

I started the day off with a text to my service rep asking him if the battery was in. He told me that he would check and get back to me. The answer came back "no". I made it in to the office and sent Ashley a message with my details and current situation. I have not heard back from her so I don't know if she's read it yet.

 

At midday I called the service manager to see if he could get involved. He told me that he was checking on this constantly as I had involved Ford directly and they were checking with him on a daily basis. I told him that I hadn't spoken with Ford but had been contacted by someone on this forum (Ashley). He said that Ashley might have gotten involved without my knowing it or that someone else might have gotten flagged regarding my issue. Either way, it looks like someone at Ford is at least aware of my situation.

 

Unfortunately, the battery is a no-show. They don't know where it is but have confirmed that it has shipped and they are saying that weather conditions up north are an issue. I hope to hear back from someone tomorrow with some (hopefully) positive information (but I'm not holding my breath.

[jeff_h]

Unfortunately, the battery is a no-show. They don't know where it is but have confirmed that it has shipped and they are saying that weather conditions up north are an issue. I hope to hear back from someone tomorrow with some (hopefully) positive information (but I'm not holding my breath.

 

"They don't know where it is?" I get a tracking number when I buy a $5 cell phone battery on Ebay and can watch the progress as it hits various points along the way, but with your multi-thousand dollar battery there's no tracking to tell the last stop? Hmmm.....

[Ignacio C. Tonarely]

Jeff_h,

 

That's funny as I was thinking the exact same thing today as I was preparing to send off to books I sold through Amazon....

[lolder]

You can get flowers anywhere in the world from The Netherlands 12 to 24 hours from when they are cut. Retailers can deliver almost anything by UPS, FedX, USPS etc. in 24 hrs to your home. The auto parts stores usually have next day delivery. It's puzzling.

There have been very few HVB failures since the inception of hybrids so there is not a ready flow pattern for these expensive parts. Aircarriers may ( and should ) be wary of carrying these very powerfull LiIon HVBs. UPS already lost a 747 due to a shipment of LiIon computer batteries. The HVB's must go by motor freight which takes longer, is more subject to weather problems and seems to have a slower tracking system.

It's still frustrating. I had a big screen TV delayed over two weeks last fall due to hurricane Sandy and I'm in Florida. The vender threw in four sets of $50 3D glasses free for the inconvenience. It saved me $200 and probably cost him only $50. Win-win.

[acdii]

Motor carriers aren't current yet on tracking systems like UPS and Fed-Ex. Some carriers are getting there, but most freight companies only use GPS to find out where their drivers are and how fast they are going. It took years just to get USPS to get a tracking system up. Chances are its on a trailer at some dock waiting to get more freight headed your way. Trucking companies do not like going long distances with a mostly empty trailer(been there, done that).

[Ignacio C. Tonarely]

The USPS now has my two books (tracking number and all). Any bets on whether the two books will arrive at their respective destinations before my battery gets here? Okay, I know that's not a fair comparsion but this is really frustrating. I haven't heard back from Ashley so I don't even know if she's gotten involved yet.

[acdii]

How many days out of service?

[Ignacio C. Tonarely]

My fusion was dropped off on December 26th at 7:00am (or 8:00am, whenever they openned their doors).

[acdii]

15 days out of service. Depending on your local Lemon laws, some are 30 days, you are halfway to filing. What you experienced is equivalent to a blown engine or transmission, car is not drive-able. I can't believe they can't swap a pack out from another car for this to get you back on the road.

[GrySql]

Don't forget the Better Business Bureau, they are listed in the Owners Manual as an alternative way of helping.

Hybridbear and others have used them with very good results.

I don't think I would be as patient, they owe you half of the car's monthly payment now too.

Call the BBB.

[FordService]

The USPS now has my two books (tracking number and all). Any bets on whether the two books will arrive at their respective destinations before my battery gets here? Okay, I know that's not a fair comparsion but this is really frustrating. I haven't heard back from Ashley so I don't even know if she's gotten involved yet.

 

Ignacio,

 

Check your PMs! I sent you something. :)

 

Ashley

[Ignacio C. Tonarely]

A copy of my letter to FordService (posted 01/13/2014):

 

Good afternoon. I have not heard anything from Ford today except for a phone call from my service rep telling me that they had no news yet.

 

 

I just called Ford directly (800-392-3673) at my rep's advising and was told that the battery shipped on 01/06/2014 (not what I was previously told by my rep) but that no one can tell me where it is. The person I spoke to told me that they are trying to track down the battery and have the trace flagged for a follow-up on 01/15/2014 (that is, if no one calls them back, they will call again to ask the same question in two days). The trace they are referring to was initiated today (so I don't know what they have been doing to track this down since last Monday).

 

 

I am very disappointed that no one at Ford can tell me where the battery is. When you ship something, it is customary for someone to sign for it. It is quite normal to have that person's contact info so that, should they simply up and disappear, you could have some way to track them down. Someone is either lying to me or simply not doing their job. This makes me a very unhappy Ford customer right now.

 

This is pretty much where things stand right now.

 

It is pretty crappy that in 2014 no one can tell me where a pretty expensive piece of equipment in transit is.

 

I have a meeting tonight and there will be someone there who can give me more info regarding the Lemon Law. This would not be my ideal solution to all of this but I don't see one iota of progress being made on my case (man, I never thought I would find myself caught up in something like this, especially with Ford).

 

For all of those who are still reading, I will keep you posted.

[hermans]

It's probably sitting in a consolidator's warehouse somewhere.

[GrySql]

Ashley can't help?

The Dealer and Ford Customer Service can't get another battery, one that IS tracked???

 

Really, this is pretty bush league, the plant in Little Rock has a few they could spare, don't they? Hey Ford!

[LEM]

This is what makes Ford look so bad...

[Ignacio C. Tonarely]

Unfortunately, I have to agree that this does make Ford look bad but I also think it makes them look inept as well. They're losing points not for a bad vehicle, nor for their inability to correct an issue but simply because no one involved in this can take the steps needed to trace a shipment.

 

If something shipped, locate it. I do it every day. I'm not saying that have to tell me what street it's on but the should be able to tell that it's between points A and B and it is scheduled to arrive by X. They have been using the weather as an excuse but I have shipments coming in from all across the country and nothing has been postponed more than a day or so (besides they have already given me three different shipping dates).

 

My last vehicle was a Prius (my son is using it now for college) but I went with the Fusion so that I could stick with a hybrid while enjoying a little change. Unfortunately, not having my car to drive for nineteen days (and counting) wasn't the sort of change I was looking for.

[SteveB_TX]

Ashley can't help?

The Dealer and Ford Customer Service can't get another battery, one that IS tracked???

 

Really, this is pretty bush league, the plant in Little Rock has a few they could spare, don't they? Hey Ford!

 

The plant in Hermosillo finally packed up and shipped (after 3 months) my steering wheel airbag after myself, my parts guy, and the parts manager raised a stink with Lincoln. It is totally insane how Ford/Lincoln can't keep simple items in stock for its customers!

[FordService]

... It is pretty crappy that in 2014 no one can tell me where a pretty expensive piece of equipment in transit is.

 

I have a meeting tonight and there will be someone there who can give me more info regarding the Lemon Law. This would not be my ideal solution to all of this but I don't see one iota of progress being made on my case (man, I never thought I would find myself caught up in something like this, especially with Ford).

 

For all of those who are still reading, I will keep you posted.

 

 

Ashley can't help?

The Dealer and Ford Customer Service can't get another battery, one that IS tracked???

 

Really, this is pretty bush league, the plant in Little Rock has a few they could spare, don't they? Hey Ford!

 

I'm working on this, guys. I just need to track down the right people. There should be an update of some kind today.

 

Ashley

[jmellen]

My FFH is working great but still I do not like what I see here. It seems that Ashley has no pull at Ford to effect a reasonable response or recovery of this customer service debacle by Ford. By this time I have to wonder how Ford values their customer base. From what I see on this forum the FFH owners here are very loyal to Ford. If I were you Ignatio, I would be going up the line at Ford until you find someone who cares and can get your vehicle fixed. You have been more than patient and reasonable.

[acdii]

Global Corporation, too many chiefs, not enough indians. Typical for any large company, I see it all the time. Too compartmentalized, which makes it difficult for someone in Ashley's position to find the correct person to talk to in order to get things sorted out.

[FordService]

My FFH is working great but still I do not like what I see here. It seems that Ashley has no pull at Ford to effect a reasonable response or recovery of this customer service debacle by Ford. By this time I have to wonder how Ford values their customer base. From what I see on this forum the FFH owners here are very loyal to Ford. If I were you Ignatio, I would be going up the line at Ford until you find someone who cares and can get your vehicle fixed. You have been more than patient and reasonable.

 

 

Global Corporation, too many chiefs, not enough indians. Typical for any large company, I see it all the time. Too compartmentalized, which makes it difficult for someone in Ashley's position to find the correct person to talk to in order to get things sorted out.

 

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