slowalker

I have been through multiple rear end fixes for my 04 Explorer.
Finally they installed the "latest and greatest" as they put it that is
supposed to fix it once and for all - but it didn't.

So I took it back in and they told me " No whine".
It is still covered under the 3-36.

So I made an appointment to ride with the Tech guy who fixes the rear
ends.

I was very professional. No yelling, screaming, choking etc.
And he admitted that there was a whine.

So they wrote up a ticket and said that they would contact Ford because
they don't know what to do.

But then a month goes by and I hear nothing. So I call the service rep
and he says the tech is handling the problem and he will get back to
me.
But he doesn't.

What is a resonable amount of time for my dealer to hear something back
from Ford?

Should I have any resonable expectation that this problem will be
fixed?

Do I try and contact someone else at Ford?

Or do they just ignore you and hope you go away?

Thanks for your assistance.

Jim Warman

I hate to even broach the subject but you may have the grounds to utilize
the "lemon law". I don't think we have this option in Canada so I'm flying
blind here.

Others can step inhere and take up the slack but Craig deserves the benefit
of actual experience rather than anecdotes involving your "wifes
haridressers cousins dog-groomers brother in laws mechanics girlfriends
recollection of her aunts exboyfriends fathers proctologists" summary.....
AFAIK, lemon laws in the states are a state governed thing - I may be wrong.
These sorts of laws give the manufacturer and/or it representatives (in this
case the dealer) a finite opportunity to solve a concern. I am not sure of
the requirement for the number of repair attempts nor the time span
involved.

From here, I am totally in the dark as to the process involved... I do know
that it will involve the buy back of your current vehicle with some sort of
credit to a replacement vehicle.... sorry I can't tell you anything more.

In your techs defence, he sounds to have had the best intentions but may
have come across one of those things that just defies repairs. In Fords
defense, they may have never been notified of the concern... or it could be
just "stone-walling".... we may never know. Whether your concern is resolve
satisfactorily or not depends partly on the time you are willing to invest
in persuing the issue and your dealers desire to invest the time to resolve
the issue.

From here, you could involve another dealer (be sure to make no mention of
the first dealer even though the repair attempts will show up on OASIS -
but, if they ask, don't lie... answer any and all questions honestly - just
don't offer anything other than current symptoms freely). If you stick with
your current dealer, you will likely need to move up the food chain....
first stop service manager... next stop dealer principal. Don't be afraid to
ask for the phone number of their DOM (district operations manager).

HTH


"slowalker" <craignjan@yahoo.com> wrote in message
news:1127509531.269487.184140@f14g2000cwb.googlegroups.com...
> I have been through multiple rear end fixes for my 04 Explorer.
> Finally they installed the "latest and greatest" as they put it that is
> supposed to fix it once and for all - but it didn't.
>
> So I took it back in and they told me " No whine".
> It is still covered under the 3-36.
>
> So I made an appointment to ride with the Tech guy who fixes the rear
> ends.
>
> I was very professional. No yelling, screaming, choking etc.
> And he admitted that there was a whine.
>
> So they wrote up a ticket and said that they would contact Ford because
> they don't know what to do.
>
> But then a month goes by and I hear nothing. So I call the service rep
> and he says the tech is handling the problem and he will get back to
> me.
> But he doesn't.
>
> What is a resonable amount of time for my dealer to hear something back
> from Ford?
>
> Should I have any resonable expectation that this problem will be
> fixed?
>
> Do I try and contact someone else at Ford?
>
> Or do they just ignore you and hope you go away?
>
> Thanks for your assistance.
>

ross via CarKB.com

There was a recent TSB on this that talked about a kit of new parts to be
installed to fix the problem, which I suppose is what they did for you. But,
the other reason Ford issued a TSB with this parts fix was to STOP dealers
from doing complete rear axle replacements, which is what some dealers had
done for customers. Dealers cannot do a rear axle replacement under the TSB.
One hand giveth, the other hand taketh away.....

The info I have seen on this problem is that the rear diff housing is now
aluminum, and simply is not as solid as the old cast housings. The housing
allows the rear pinion bearings to move enough to eventually cause a problem.
In many cases, replacing the pinion bearings, gears and other parts per the
TSB will fix it ( tho I think many of these vehicles will end up doing
another repair well before 100k) in other cases you must replace the rear
diff housing or they rear ends keep going bad.

So I would insist on a new rear diff assembly - they will giive you a reman
one if they can.

As far as getting a response, stay professional, it does work better. It is
a fact that better customers get better service from FORD. If you do not do
any service work at the dealer, but only go in with warranty complaints, that
is in FORDS OASIS system and if the dealer does not go to bat for you as a
good customer, the wheels at FORD often seem to come to a stop.

If I were you I would stop in at the dealer and have a chat with the service
manager. Face to face works best always. Ask him to follow up on your ticket
so you know the problem is being addressed, and talk to him about how the
issue would typically be resolved, including a new rear diff. assembly. Take
the service writer out of the loop, and talk to the service manger only on
this issue.

You may want to start doing some oil changes, etc. at the dealer as an excuse
to stop in and talk to the service manger.

I think you will get the result you want if you keep reappearing at the
dealership. Much harder to blow you off in person.


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slowalker

Thanks Guys.

I looked up the lemon Law in Illinios and it looks like they have to be
unable to fix it within the first 12 months of ownership.

So it looks like it is back to face to face at the dealership ( I have
paid to have the tires rotated and the rotors turned) get an oil
change, and keep stopping in and bugging them.

I did find another guy on another Ford NG before I posted this who has
exactly the same problem - so perhaps another dealer checking it out
would help.

Thanks Again

ross via CarKB.com

Well, not to say Jims idea is a bad one. If you are getting close to the end
of that twelve month time period, you may want to lay low and keep tjose
fingers crossed!


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http://www.carkb.com/Uwe/Forums.aspx...lorer/200509/1