Bought a new Ford Fiesta SFE (*.* litre) in ****. It has been a good car till April...

GetHuman-d_hamel_'s repair request issue with Ford from May 2018

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Bought a new Ford Fiesta SFE (*.* litre) in ****. It has been a good car till April **, **** when the OBD* meter I installed showed the temperature at *** degrees and the overheat light came on. Ran the heater on high and took it really easy getting it home so it never went over ***. When I arrived home I checked for water leaks, oil level, oil contamination, all was good however oddly (especially given that the engine was overheating) the radiator fan was not operating to cool the turbo after the motor was off given the indicated temperature. At any rate all good with the fluids and no extreme water temps. Heater had blown very hot during the trip home. **April **, **** I took the car to Hardy ford (again running the heater) as I did not want to risk the engine getting too hot taking it to Autonation (where I purchased it) in Marietta. Hardy ford was * miles or so from the house. The car hit *** degrees max on the * mile trip to Hardy ford. Spoke with Todd (service advisor per his business card) whom seemed to not want to do the work? We all have bad days so after him telling me it would be a week before they could even look at it I agreed as I had purchased the car new and wanted the work diagnosed and done right by Ford Mechanics. Big mistake, Huge mistake. Todd had very little interest in the symptoms or much of anything else I had to say but as previously stated we all have bad days. I requested the temperature issue to be corrected, a full service (and specified full synthetic on the oil change) and a brake job (to include new discs and pads) as well as check the shifting as reverse was not always fully engaging and at higher rpms shifting rapidly would result in gears touching. It had done this since new so I had made shifts slow and always felt for a second click when shifting into reverse after the first couple problematic shifts*reverse. I stated to Todd I suspected it was either the thermostat or sending unit.**April ** stopped by Hardy ford to check on my vehicle. Am informed by Todd that the brake job was indeed needed due to warped discs and pads should be replaced with the new discs. I agreed. They found no problems with the shifting (really?). The car was indeed overheating and the water pump and thermostat were bad. The water pump he states is an electrical pump and not mechanical. Cost for all $**** plus. Agreed to have work done.**April ** stopped by Hardy ford to find out the status on the vehicle. Todd tells me the replacement water pump was bad and they were looking for another water pump as the vehicle was still hitting *** degrees. I asked if they were using Motorcraft parts as I found it odd that at **,*** miles the original water pump was bad, the second one was bad and now they were looking for a third. Todd tells me this happens often to which I respond I need to change my view of Motorcraft parts.**April **, stop in and am told by Todd they are still working on it. **April **, decide I am going to stop in daily as this is getting ridiculous. Ford certified mechanics, Ford dealership, Ford vehicle and yet they can't seem to correct a cooling issue? Again car not ready. **May *, still not ready. I drive the lot, look in the bays and do not locate my car. Todd claims it is "out back". I let it go as it is a Ford Dealership.**May *, Todd tells me they "discovered" there is a second thermostat and this will need replacing. I'm getting a little irritated at this point. However I say nothing and tell him I will return tomorrow.**May *, Todd tells me it is still not ready. ENOUGH!! I again state to him that I brought it to a Ford dealership as I wanted the work done correctly. That obviously my first water pump and thermostat were fine as changing them had no effect on the temperature issue. (to which he responds well they could still be), really? I further stated I found it alarming that his mechanics could not diagnose the problem, they could have rebuilt the entire motor not to mention the cooling system in the time spent there so far and further his mechanics took * and a half weeks to "discover" there was a second thermostat. To this Todd states "well sir it is obvious we can't please you". I ask for and receive from Todd the customer service number for Ford Motor Company (*-***-***-****).**I called Ford Customer Service and spoke with Bryan. I explain the situation and that I was very disappointed with the Hardy Ford dealership. It appears that they have no idea how to diagnose or repair the *.*L motor made by Ford. That I had taken it to Ford mechanics so it would be done correctly. They appeared (when they did anything) to be replacing parts at my cost till they happened to hit on the fix. That * water pumps presumably made by Motorcraft were bad, how many thermostats had been replaced and they were repeatedly overheating my motor (at what temperature I had no idea) in order to see if the next shot in the dark fixed the problem. **Fiesta SFE (*.*L) continued. Bryan from Ford Customer Service spoke with me for a while and agreed * weeks was too long for a cooling issue, that not properly diagnosing it was wrong and apologized for my bad experience. He issued me a case number CAS******** and stated he was going to escalate the case. Further he stated that I should give the case number to Todd and if the car work was not completed by the end of the afternoon of May * to call back. This kind of surprised me due to the short time and will follow up Monday May * with of course my daily stop at the Hardy Ford dealership. I expect the same result from the dealership. Bryan did offer for the vehicle to be serviced at another dealership however to do so at this point would cloud the issue should this have to go farther as we know Hardy Ford is continuously overheating the car and it is factory designed with a turbo. Damages to the motor (should they occur) need to stay confined to Hardy Ford. The vehicle arrived at Hardy Ford with no oil contamination, no smoking out the exhaust, full antifreeze*oil levels*no oil contamination and no oil leaks having never exceeded *** degrees Fahrenheit. We know Hardy Ford has repeatedly overheated the motor in their quest to discover the faulty part. We know they claimed to have verified no higher rpm shift problems (i.e. turbo under boost) BEFORE they corrected the overheating problem. We know part of the cooling system involves the turbo when oil is not being supplied to it as in the motor is off and the turbo is being cooled down (factory design). **Lessons learned, DO NOT TAKE YOUR CAR FOR REPAIRS TO HARDY FORD. DO NOT BELIEVE BECAUSE YOUR CAR IS A FORD THAT FORD MECHANICS AT HARDY FORD CAN PROPERLY DIAGNOSE OR REPAIR IT. DO NOT ASSUME THAT HARDY FORD MECHANICS ARE TRAINED TO PROPERLY DIAGNOSE OR REPAIR A FORD. DO NOT JUST PAY FOR PARTS SO THEY CAN "TRY" DIFFERENT THINGS TO "SEE IF IT FIXES THE PROBLEM".**I have always repaired my own vehicles or if too busy taken them to my mechanic. I did not do that this time as it is the first car I have ever bought new and wanted to have it serviced with top notch service. Bad mistake on my part to make this assumption.**Three Motorcraft water pumps, how many thermostats (unknown but at least one replacement), *.* weeks to "discover" there are * thermostats (or at least Todd claims that), overheated how many times at what temperature and for how long (at least * times by Hardy ford)? On Monday I need to lay my eyes on the car as I want to verify it is at the dealership (I have not seen it now in two weeks). Not a single phone call from Hardy Ford ever in what was as of Friday May * the beginning of week four. **Per Bryan at Ford Customer Care the case number, the fact the Case was being escalated and the fact I was told to call Customer Care in the event this was not resolved by the end of the day was given to Todd (Service Advisor). **I will keep posting as this progresses.
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repair request issue
Reported by GetHuman-d_hamel_
May 5th, 2018 - a yr ago
I have an issue with Ford too
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May 5th, 2018 1:17pm
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May 5th, 2018 1:17pm
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May 8th, 2018 4:07pm