Jump to content

Custom Search




Welcome to the C-MAX Hybrid Forum


Sign In  Log in with Facebook

Create Account
Welcome to the C-MAX Hybrid Forum. You must register to create topics or post in our community, but don't worry this is a simple free process that requires minimal information for you to signup. Here's some member benefits:
  • Start new topics and reply to others
  • Subscribe to topics and forums to get email updates
  • Get your own profile page and make new friends
  • Send personal messages to other members
  • Create photo albums and post images. . .more!
Click here to create an account now
 
Guest Message by DevFuse

Get you C-MAX Hybrid Registered in the official Ford Authorized Registry. More here.


Photo
* * * * * 1 votes

Customer Satisfaction Program 15B04

Customer Satisfaction Program csp csp 15B04 15B04

  • Please log in to reply
63 replies to this topic

#21 OFFLINE   obob

obob

    C-Max Hybrid Member

  • C-MAX Hybrid Member
  • 514 posts
  • Region:Decline
  • LocationUS
  • My C-MAX's Year:2013
  • Current Vehicle:C-MAX SE

Posted 18 July 2015 - 11:42 PM

:doh: :rant2:We took ours in for 15B04 on June 30, 2015 they also did PCM reprograming was told it was going to take 11/2 to 2 hours. well after 5 hours they said that after the testing and updating software the system wouldn't load up.  gave us a rental said it would be done the next day.  Well he called the next morning some how they burned up our instrument cluster.  they said it would be covered under the 15B04 only they said that they were back ordered but they put it on there hot sheet. Now three weeks later I call to see what was up they said no word from ford as to when they can get a new instrument cluster and he said that now he doesn't expect to get it for at least 3 months. said that ford was doing some kind of change over. I said we really would like to get our C-Max back he said he has to keep it there till the part comes in. We never really had a issue with the battery should of left well enough alone. Even with the rental they gave us its not our C-Max only getting in the 30mpg range with the rental, when we get 42 to 48mpg with our C-max our summer is over. Will think twice before taking it in on these Customer Satisfaction programs next time if we ever get it back.      vancemi

 

You might want to message the ford rep for this site to see if she can help.  

 

http://fordcmaxhybri...79-fordservice/









Lose this advertisement by becoming a member. Click here to create a free account.


#22 OFFLINE   Kelleytoons

Kelleytoons

    C-Max Hybrid Member

  • C-MAX Hybrid Member
  • 898 posts
  • Region:U.S. Southern Atlantic
  • Locationcentral Florida
  • My C-MAX's Year:2014
  • Current Vehicle:Maximis

Posted 19 July 2015 - 05:14 AM

Yipes -- these last two things are *exactly* the reasons I am hesitating on taking the car in to get this done.

 

Don't fix what isn't broken is always a good motto, but even if nothing horrible goes wrong even taking more than an hour or so will be a *real* problem for me (since our dealership is too far away for us to drive both vehicles, which means I'm stuck there waiting).  This whole thing sounds a bit like having elective surgery done -- there is always a risk, and you need to weigh the risk versus the reward.

 

I don't mind NOT having it done except that this thing runs out in May, so if by some chance after that I have battery issues that would have been solved by this I'm screwed.  Sigh -- this is going to be one I'll have to think about (at the very least I think I'll wait until winter, when it will be more comfortable to wait around there all day).



#23 OFFLINE   SnowStorm

SnowStorm

    C-Max Hybrid Member

  • C-MAX Hybrid Member
  • 711 posts
  • Region:U.S. Southern Atlantic
  • LocationVirginia
  • My C-MAX's Year:2013
  • Current Vehicle:C-Max SE

Posted 19 July 2015 - 10:16 PM

4 months waiting?  Can't they get the instruments from a wrecking yard?  I bought a used wheel a year ago from NC and a tail light a few weeks ago here in VA - there should be no problem getting a used instrument cluster (or maybe you'll have to get it and take it in).  Wish we knew how they burned it up so others don't make the same mistake.



#24 OFFLINE   raadsel

raadsel

    C-Max Hybrid Member

  • C-MAX Hybrid Member
  • 511 posts
  • Region:U.S. Mountain
  • LocationHouston, TX
  • My C-MAX's Year:2013
  • Current Vehicle:C-Max SEL

Posted 20 July 2015 - 06:35 AM

4 months waiting?  Can't they get the instruments from a wrecking yard?  I bought a used wheel a year ago from NC and a tail light a few weeks ago here in VA - there should be no problem getting a used instrument cluster (or maybe you'll have to get it and take it in).  Wish we knew how they burned it up so others don't make the same mistake.

 

Except this is being replaced under the CSP, which requires Ford to replace them with new parts -- particularly as it appears to have been the dealer's fault. Perhaps it is something the dealer should consider, it may be cheaper to get the used parts now and then replace them with the new (when available) than to pay for a rental car for months.


Edited by raadsel, 20 July 2015 - 06:36 AM.


#25 OFFLINE   ptjones

ptjones

    C-Max Hybrid Member

  • C-MAX Hybrid Platinum Member
  • 3,079 posts
  • Region:U.S. Southern Atlantic
  • LocationNewnan, GA
  • My C-MAX's Year:2013
  • Current Vehicle:2013 C-MAX SEL

Posted 20 July 2015 - 09:30 AM

:doh: :rant2:We took ours in for 15B04 on June 30, 2015 they also did PCM reprograming was told it was going to take 11/2 to 2 hours. well after 5 hours they said that after the testing and updating software the system wouldn't load up.  gave us a rental said it would be done the next day.  Well he called the next morning some how they burned up our instrument cluster.  they said it would be covered under the 15B04 only they said that they were back ordered but they put it on there hot sheet. Now three weeks later I call to see what was up they said no word from ford as to when they can get a new instrument cluster and he said that now he doesn't expect to get it for at least 3 months. said that ford was doing some kind of change over. I said we really would like to get our C-Max back he said he has to keep it there till the part comes in. We never really had a issue with the battery should of left well enough alone. Even with the rental they gave us its not our C-Max only getting in the 30mpg range with the rental, when we get 42 to 48mpg with our C-max our summer is over. Will think twice before taking it in on these Customer Satisfaction programs next time if we ever get it back.      vancemi

If it isn't broke, don't fix it, I guess. Sorry to hear about your problems.  ;)

 

Paul



#26 OFFLINE   Adrian_L

Adrian_L

    C-Max Hybrid Member

  • C-MAX Hybrid Member
  • 675 posts
  • Region:Canada British Columbia
  • LocationVancouver, BC
  • My C-MAX's Year:2013
  • Current Vehicle:2013 SEL

Posted 20 July 2015 - 11:55 AM

Sorry to hear about that.  3-4 months for a new car part is unacceptable.  I'd go up the chain of command. 

 

I'm not sure the "if it isn't broken.." thing applies here.  Where do you draw the line?  No software updates ever, because the car seems to be working fine?  Is half a day without your C-max really that much of an inconvenience?

 

I'll assume the bright minds at Ford know much more than I do, and send my car in for all recalls, fixes and preventative measures.

 


  • C-MaxSea likes this

#27 OFFLINE   ptjones

ptjones

    C-Max Hybrid Member

  • C-MAX Hybrid Platinum Member
  • 3,079 posts
  • Region:U.S. Southern Atlantic
  • LocationNewnan, GA
  • My C-MAX's Year:2013
  • Current Vehicle:2013 C-MAX SEL

Posted 20 July 2015 - 02:07 PM

Sorry to hear about that.  3-4 months for a new car part is unacceptable.  I'd go up the chain of command. 

 

I'm not sure the "if it isn't broken.." thing applies here.  Where do you draw the line?  No software updates ever, because the car seems to be working fine?  Is half a day without your C-max really that much of an inconvenience?

 

I'll assume the bright minds at Ford know much more than I do, and send my car in for all recalls, fixes and preventative measures.

 

This Recall is for Dead 12v Battery problems, if you aren't having dead battery problems as in Vancemi's case it would seem you are exposing yourself to more risk as it turned out. Something about "Murphy's Law".  About a month ago I had my first dead 12v battery problem caused by Radio Audio Module shorting out with 101Kmi.  I doubt they did the update, but maybe it was part of the Module installation.  If it wasn't, I'm not going to do it. IMO :)

 

Paul



#28 OFFLINE   C-MaxSea

C-MaxSea

    C-Max Hybrid Member

  • C-MAX Hybrid Platinum Member
  • 966 posts
  • Region:U.S. Pacific Coast
  • LocationSeattle, WA USA
  • My C-MAX's Year:Decline
  • Current Vehicle:2013 C-Max SEL, 303A, Pano Sunroof, Born Aug 2012

Posted 20 July 2015 - 04:22 PM

15B04 & 15E03 today; 3 hours; great service at Pierre Ford, Seattle.  Happy :victory:
 
15B04:  "Performed recall.  Battery failed diagnostic test. 
              DTC Code:  14J9S, UJ3S0, 982.  ACES Code: X676L.  Replaced Battery
              Reprogrammed PCM, DC, FCDIM, GWM and IPC to latest Calibration
              Cleared Codes.  Wiring Harness passed inspection"
 
Agreeing with Adrian, I'll go with 'an ounce of prevention ................' for my overused clich├ęs.  Not to mention the "bright minds at Ford", and steady hands of good dealer techs .......  (yes, perhaps a little dicey at some dealers on rare occasions)
 
Vancemi's issue sounds like gross 'operator error' at the dealer to me, and a very flukey 1 in x00,000 statistical outlier, just MHO.
 
New 'juice' (a nice fresh battery) every 2.5 years works for me, (get it done folks) 
 
Nick    
 
PS; For the record, we have never had any battery issues in 2.5 years, and have on two occasions garaged the car for 4 weeks un-driven.

PSS: Regarding 'if it isn't broke ................'.  If you don't have it checked, you will never know if it is in the process of breaking / about to break / destined to break ................................................  when you least want it to ........................


Edited by C-MaxSea, 21 July 2015 - 11:53 AM.


#29 OFFLINE   ptjones

ptjones

    C-Max Hybrid Member

  • C-MAX Hybrid Platinum Member
  • 3,079 posts
  • Region:U.S. Southern Atlantic
  • LocationNewnan, GA
  • My C-MAX's Year:2013
  • Current Vehicle:2013 C-MAX SEL

Posted 21 July 2015 - 08:11 AM

I agree with C-MaxSea that Dealer Techs can be a problem and my Dealer isn't an Electric Dealer and doesn't sell very many CMAX's(2 I think, more FFH) in Three years) and the closest Electric Dealer is 24mi away. Not worth the risk for me. IMO ;)

 

Paul



#30 OFFLINE   scottwood2

scottwood2

    C-Max Hybrid Member

  • C-MAX Hybrid Member
  • 576 posts
  • Region:U.S. Great Lakes
  • LocationMetro Detroit
  • My C-MAX's Year:2014
  • Current Vehicle:2014 C-Max SE, 202A, Winter Package

Posted 21 July 2015 - 08:29 AM

:doh: :rant2:We took ours in for 15B04 on June 30, 2015 they also did PCM reprograming was told it was going to take 11/2 to 2 hours. well after 5 hours they said that after the testing and updating software the system wouldn't load up.  gave us a rental said it would be done the next day.  Well he called the next morning some how they burned up our instrument cluster.  they said it would be covered under the 15B04 only they said that they were back ordered but they put it on there hot sheet. Now three weeks later I call to see what was up they said no word from ford as to when they can get a new instrument cluster and he said that now he doesn't expect to get it for at least 3 months. said that ford was doing some kind of change over. I said we really would like to get our C-Max back he said he has to keep it there till the part comes in. We never really had a issue with the battery should of left well enough alone. Even with the rental they gave us its not our C-Max only getting in the 30mpg range with the rental, when we get 42 to 48mpg with our C-max our summer is over. Will think twice before taking it in on these Customer Satisfaction programs next time if we ever get it back.      vancemi

That is a real pain to be without the car for 3 months but at least they gave you a rental car.   Maybe the mileage is less but there is no wear and tear on the C-Max during this time either.


  • obob and Adrian_L like this

#31 OFFLINE   ptjones

ptjones

    C-Max Hybrid Member

  • C-MAX Hybrid Platinum Member
  • 3,079 posts
  • Region:U.S. Southern Atlantic
  • LocationNewnan, GA
  • My C-MAX's Year:2013
  • Current Vehicle:2013 C-MAX SEL

Posted 21 July 2015 - 08:49 AM

WOW! One month without my MADMAX was bad enough after Deer Accident. :drop:  :sad:  :gaah:

 

Paul



#32 OFFLINE   Vancemi

Vancemi

    New Member

  • C-MAX Hybrid Member
  • 25 posts
  • Region:U.S. Great Lakes
  • LocationSturgis,mi
  • My C-MAX's Year:2013
  • Current Vehicle:C- max

Posted 21 July 2015 - 01:33 PM

Contacted the Ford rep on our forum gave all the specifics, going to see what they can find out. Thanks for everybody's input will keep everyone informed how it goes. And my dealer is 40 miles away there is one here but have been very disappionted in there work in the padt that's why we bought it at the other dealer. am hoping this was just a fluke never had problems with them before.

#33 OFFLINE   Bill-N

Bill-N

    C-Max Hybrid Member

  • C-MAX Hybrid Member
  • 630 posts
  • Region:U.S. Northeast
  • LocationConnecticut
  • My C-MAX's Year:2013
  • Current Vehicle:C-Max SEL

Posted 21 July 2015 - 04:35 PM

This was posted today on OASIS.  Does anyone have any additional info?  Ford reps?

 

Jul 21 2015 1689-Customer Satisfaction Program 15B04 - Supplement #1

Customer Satisfaction Program 15B04 - Supplement #1: Certain 2013 and 2014 Model Year C-MAX Hybrid Electric Vehicles (HEV) - 12 Volt Battery Test and Module Software Update. Please see FMCDealer.com for more details.

 



#34 OFFLINE   Vancemi

Vancemi

    New Member

  • C-MAX Hybrid Member
  • 25 posts
  • Region:U.S. Great Lakes
  • LocationSturgis,mi
  • My C-MAX's Year:2013
  • Current Vehicle:C- max

Posted 25 July 2015 - 03:17 PM

Just a little follow up the ford rep here on this site has forwarded my info to the regional ford rep for my dealer. Said they would be contacting me shortly. Hope so having issues with the rental now, transmission keeps slipping be driving down the road and the car just slows down to a stop and rpms go sky hi been lucky there's not been a lot of traffic when it happens so Monday need to call the rental place to see about a different rental. Maybe i'll stop buy the dealer which is just across the road and bag for our c-max its like missing family. were at one month and waiting. :cry:

                                                                  John



#35 OFFLINE   Vancemi

Vancemi

    New Member

  • C-MAX Hybrid Member
  • 25 posts
  • Region:U.S. Great Lakes
  • LocationSturgis,mi
  • My C-MAX's Year:2013
  • Current Vehicle:C- max

Posted 03 August 2015 - 02:44 PM

ok as far as 15B04 everything updated, and the car and is ready to go once they get a instrument cluster. Well here's the latest on my C-Max. the ford regional rep called today to give me his contact info said he will give me updates weekly he has a meeting on Friday on this and will contact me either Friday or the following Monday sounds good right.. He did say there is a back order of the instrument cluster nation wide not good. About 15 minutes later the service manager where my c-max is, called me to say that as it stands today it will be another 3 months maybe. So that's putting into October not really feeling the love here. Was up in Kalamazoo on Thursday needed to go back to the rental place apparently each month we need to go in and redo paper work. So stopped at the dealer to get more info and get a few things out of the car of course the battery was dead setting there over a month. So sad seeing our car and not able to drive it home. John



#36 OFFLINE   FordService

FordService

    C-Max Hybrid Member

  • C-MAX Hybrid Member
  • 354 posts
  • Region:Decline
  • LocationDearborn, Michigan
  • My C-MAX's Year:Decline
  • Current Vehicle:Model T

Posted 03 August 2015 - 03:14 PM

ok as far as 15B04 everything updated, and the car and is ready to go once they get a instrument cluster. Well here's the latest on my C-Max. the ford regional rep called today to give me his contact info said he will give me updates weekly he has a meeting on Friday on this and will contact me either Friday or the following Monday sounds good right.. He did say there is a back order of the instrument cluster nation wide not good. About 15 minutes later the service manager where my c-max is, called me to say that as it stands today it will be another 3 months maybe. So that's putting into October not really feeling the love here. Was up in Kalamazoo on Thursday needed to go back to the rental place apparently each month we need to go in and redo paper work. So stopped at the dealer to get more info and get a few things out of the car of course the battery was dead setting there over a month. So sad seeing our car and not able to drive it home. John

 

Thanks for keeping us posted, John. I've updated your case notes, I see you've been in contact with your CSM.

 

Meagan



#37 OFFLINE   ptjones

ptjones

    C-Max Hybrid Member

  • C-MAX Hybrid Platinum Member
  • 3,079 posts
  • Region:U.S. Southern Atlantic
  • LocationNewnan, GA
  • My C-MAX's Year:2013
  • Current Vehicle:2013 C-MAX SEL

Posted 03 August 2015 - 04:01 PM

I think it is unreasonable to take that long to get a replacement, hopefully they can do it sooner. :waiting:

 

Paul



#38 OFFLINE   Marc Smith

Marc Smith

    C-Max Hybrid Member

  • C-MAX Hybrid Facebook
  • 534 posts
  • Region:U.S. Northeast
  • LocationNorthern VA
  • My C-MAX's Year:2013
  • Current Vehicle:C-Max Hybrid

Posted 03 August 2015 - 05:15 PM

Vance....bummer about the car....lemon laws in va state that three times to make the repair or a continued down time of thirty consecutive days would qualify the car for lemon law buyback proceedings. You hate to go that route. But....three plus months with out your car and paying for more gas than you'd normally use is just salt in the wound, and you're maybe making payments on a car you can't use.... Michigan laws may be similar....may get ford to move a bit faster


Just got back from a two week trip where my cmax sat garaged and unused. Started right up with no batty issue. I was a bit worried as I left my iPod plugged in for the entire time....
  • ptjones likes this

#39 OFFLINE   SnowStorm

SnowStorm

    C-Max Hybrid Member

  • C-MAX Hybrid Member
  • 711 posts
  • Region:U.S. Southern Atlantic
  • LocationVirginia
  • My C-MAX's Year:2013
  • Current Vehicle:C-Max SE

Posted 03 August 2015 - 07:22 PM

Thanks for keeping us posted, John. I've updated your case notes, I see you've been in contact with your CSM.

 

Meagan

FordService,

 

We love our C-Max, "talk it up" any chance we get and will continue to do so but this repair issue is ridiculous.  Can't you take the following simple steps (remembering that CSP stands for Customer Satisfaction Program):

  1. Get an instrument cluster from a wrecking yard
  2. Install it in vancemi's car (call it a troubleshooting step if need be!)
  3. When the new one comes in, install that one in the car
  4. Give the used one to vancemi so it can be sold on ebay (or whatever)

Forget the "policies" - put the customer first.

 

(Just my 2c.)


  • ptjones and obob like this

#40 OFFLINE   Vancemi

Vancemi

    New Member

  • C-MAX Hybrid Member
  • 25 posts
  • Region:U.S. Great Lakes
  • LocationSturgis,mi
  • My C-MAX's Year:2013
  • Current Vehicle:C- max

Posted 03 August 2015 - 09:00 PM

You know that sounds to logical and a simple fix that would make us very happy but they probably won't see it that way but I will bring this up to my csm when we talk again cause we really want are car back and really could care less if the cluster is new or from a wrecked car thanks everyone john






Custom Search




0 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users

Privacy Policy TERMS OF SERVICE ·