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Customer Satisfaction Program 15B04

Customer Satisfaction Program csp csp 15B04 15B04

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63 replies to this topic

#41 OFFLINE   Bill-N

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Posted 03 August 2015 - 09:06 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.

 

I'm still interested in learning how "Supplement #1" changes the original CSP.  Anyone?









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#42 OFFLINE   Automate

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Posted 03 August 2015 - 09:58 PM

and get a few things out of the car of course the battery was dead setting there over a month.

Not good.  They should have put it on a trickle charger when they found out it would take a while to get the part.  Allowing a battery to run completely dead shortens the life of the battery.  With all you have been through, I would ask for a new battery.



#43 OFFLINE   Vancemi

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Posted 03 August 2015 - 10:01 PM

Not sure on lemon laws in Michigan either but you know don't really want it to come to that. Specially since it's a great car and other then this deal with the instrument cluster never have had any issues. So hoping they can come up with something soon. Besides what have they done with all the extra parts there's no way they just have no extra parts out there for the C-Max.

#44 OFFLINE   wab

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Posted 04 August 2015 - 06:04 AM

We bought a new Thunderbird Turbo Coupe in 83, the door lock button was broken when we picked it up.

Salesman said to give him a few minutes.

He told us the service dept. was taking one off of the other Turbo Coupe and would be ready in a few minutes...

 

Maybe Meagan could ask your "CSM".



#45 OFFLINE   scottwood2

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Posted 04 August 2015 - 08:32 AM

Not good.  They should have put it on a trickle charger when they found out it would take a while to get the part.  Allowing a battery to run completely dead shortens the life of the battery.  With all you have been through, I would ask for a new battery.

Very true but in many cases "dead" could mean that the car would not start.  The C-Max shuts everything down at some voltage so the battery does not go completely dead.  Any kind of voltage boost generally will get everything going again. 


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#46 OFFLINE   MichaelM

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Posted 04 August 2015 - 08:48 AM

We bought a new Thunderbird Turbo Coupe in 83, the door lock button was broken when we picked it up.

Salesman said to give him a few minutes.

He told us the service dept. was taking one off of the other Turbo Coupe and would be ready in a few minutes...

 

Maybe Meagan could ask your "CSM".

I had a Plymouth Satellite in the 70's. The air conditioner pump pulley broke. They said the car was too new and the parts were not in the system yet. After a week of waiting, the dealer's service manager drove to a Flint, Michigan factory where the A/C pumps were manufactured and got them to give him a new pulley off of the line. He brought it back to Ypsilanti and installed it in my car.

That is service!


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#47 OFFLINE   FordService

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Posted 04 August 2015 - 10:21 AM

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.)

 

Thank you for reaching out and providing your feedback, SnowStorm. I'll be happy to document it. 

 

CSP 15B04 refers to a concern with the battery, not the instrument cluster. I see his CSM is working with his dealer for a resolution. For any additional options, he'll need to continue working with them.

 


...Maybe Meagan could ask your "CSM".
 
Hi wab, 
 
CSM's are the decision makers in the case; I do not have the ability to overturn decisions. Vancemi is able to discuss options with his CSM. :)

 

Meagan


Edited by FordService, 04 August 2015 - 10:30 AM.


#48 OFFLINE   Kelleytoons

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Posted 04 August 2015 - 04:15 PM

Meagan,

 

Maybe you could answer a concern of mine regarding this.  I know this is supposed to "end" in May 2016, but I don't quite understand how a fix for a fault in the car could "end".  IOW, if some time next year someone has a battery problem, are you saying Ford won't apply this fix or if they do apply it they will charge for it?

 

My problem is I don't really want to fix something that isn't broken, due both to the possibility they make break other things (as noted here) as well as the time it will take to do this (as my dealership is 50 miles away and thus requires me to basically stay there the entire day).  OTOH, if I do have a battery problem in a year or two (still under warranty) I'm concerned the dealership will say "tough".



#49 OFFLINE   wab

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Posted 04 August 2015 - 04:39 PM

I had a Plymouth Satellite in the 70's. The air conditioner pump pulley broke. They said the car was too new and the parts were not in the system yet. After a week of waiting, the dealer's service manager drove to a Flint, Michigan factory where the A/C pumps were manufactured and got them to give him a new pulley off of the line. He brought it back to Ypsilanti and installed it in my car.
That is service!

 
 

Thank you for reaching out and providing your feedback, SnowStorm. I'll be happy to document it. 
 
CSP 15B04 refers to a concern with the battery, not the instrument cluster. I see his CSM is working with his dealer for a resolution. For any additional options, he'll need to continue working with them.
 
 
 
Hi wab, 
 
CSM's are the decision makers in the case; I do not have the ability to overturn decisions. Vancemi is able to discuss options with his CSM. :)
 
Meagan

 

Some "decision makers" only think in a straight line.
"Car is broken, order part, put part on car, next problem, etc."

 

Some "decision makers" can't think in a straight line.
"Car is broken ... parts on back order... we have 6 on the lot...hhmmm... happy customer"

Maybe a well worded email (one of our demonstrator C-Max will be out of service for a few weeks) from you could knock a couple of months off of this problem...



#50 OFFLINE   FordService

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Posted 05 August 2015 - 01:47 PM

Meagan,
 
Maybe you could answer a concern of mine regarding this.  I know this is supposed to "end" in May 2016, but I don't quite understand how a fix for a fault in the car could "end".  IOW, if some time next year someone has a battery problem, are you saying Ford won't apply this fix or if they do apply it they will charge for it?
 
My problem is I don't really want to fix something that isn't broken, due both to the possibility they make break other things (as noted here) as well as the time it will take to do this (as my dealership is 50 miles away and thus requires me to basically stay there the entire day).  OTOH, if I do have a battery problem in a year or two (still under warranty) I'm concerned the dealership will say "tough".

 
 

Great question, Kelleytoons.

 

CSP's and recalls have 'expiration dates' so to speak, as customers generally get them taken care of sooner rather than later. There's always a possibility for other fixes, CSP's, recalls, ect to happen for anything. As I'm not an engineer, I have no way of knowing or anticipating this and thus wouldn't be able to comment on them further than this. So, it's not that the fix itself expires, it's that anyone with the concern should have been taken care of by then. Should someone have a similar concern post end date, I recommend they speak to their dealer about it, and then contact one of us here, on Twitter, or Facebook. We'll be glad to look into any way we can help. 

 

Some "decision makers" only think in a straight line.
"Car is broken, order part, put part on car, next problem, etc."
 
Some "decision makers" can't think in a straight line.
"Car is broken ... parts on back order... we have 6 on the lot...hhmmm... happy customer"

Maybe a well worded email (one of our demonstrator C-Max will be out of service for a few weeks) from you could knock a couple of months off of this problem...

 

That's a valid point, and I see where you're coming from. The CSM is my highest point of contact, meaning I don't have the same resources as them, and they have more of a full picture than I do. They're able to look into specific ways of assisting (that I can't speculate on, as all cases are different) which I do not have available to me. Basically, me getting a customer in touch with their CSM is the theoretical "well worded email" situation you're looking for. The case is in the hands of the CSM, who works with the dealer, and I'm an additional liaison at this point in terms of documenting feedback from the customer. I don't have any pull over their decisions and cannot overturn them.

 

Meagan



#51 OFFLINE   Marc Smith

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Posted 05 August 2015 - 02:23 PM

Not sure on lemon laws in Michigan either but you know don't really want it to come to that. Specially since it's a great car and other then this deal with the instrument cluster never have had any issues. So hoping they can come up with something soon. Besides what have they done with all the extra parts there's no way they just have no extra parts out there for the C-Max.

Vance.  Yes it would potentially throw a wrench in the works...but it also may get their proverbial asses in gear...  Call it leverage...

 

Tell ford  lemon law,  buy yours back so you can buy a new one.

 

I do believe that once a car is branded a lemon it is titled accordingly, it looses significant value  so ford would not like to be stuck with a car that is worth significantly less as a result of it have a lemon title so its in their best interest to either...get your car back to you or buy yours back voluntarily  before being forced to buy it back through arbitration or courts.

 

I think as a consumer  you've been very accommodating. 

 

As others have said  there are always options,  salvage yard, vehicles onthe lot, ect....  Heck  would a cluster from the UK work???

 

Its frustrating  when the customer service people  won't think outside the box  to...well....Service the Customer...

 

I say  drop the Lemon Ball in their court  and see what happens.  Not like it can get much worse.  Its been a month with 3 more on the horizon...



#52 OFFLINE   Robert Fugate

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Posted 05 August 2015 - 07:53 PM

They have their polices as what corporate office tells them to do. I'm guessing they tried that years ago, got some damaged or scratched up parts. When you think about it, their making them at a fraction of the cost!. I think if you contacted them about getting a used instrument cluster would they install it and then replace it when the new one comes in? Wouldn't hurt to ask, if you're that much of a hurry.


Edited by Robert Fugate, 05 August 2015 - 07:54 PM.


#53 OFFLINE   wab

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Posted 06 August 2015 - 07:52 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

 
 

They have their polices as what corporate office tells them to do. I'm guessing they tried that years ago, got some damaged or scratched up parts. When you think about it, their making them at a fraction of the cost!. I think if you contacted them about getting a used instrument cluster would they install it and then replace it when the new one comes in? Wouldn't hurt to ask, if you're that much of a hurry.

 
Loaner from June 30 and no firm date for the return of our car would definitely put ME in "that much of a hurry."



#54 OFFLINE   Vancemi

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Posted 07 August 2015 - 03:35 PM

The csm handling our case called today updating me. And said he will know something this week and got all info from my dealer will call me next Friday. Seems genuinely interested in getting our C max back to us soon. I see where there are four instrument cluster's on eBay under $100? A hurry is like want it today but over a month is a bit of a stretch yes we would love to have it back like yesterday.

#55 OFFLINE   tpjasper

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Posted 13 August 2015 - 04:20 PM

After experiencing a dead battery, I spent $429 having this work done in April.  Then, I get the 15B04 notice in June and think well I am sure Ford will refund my earlier expense.  The service department told me that they tried and failed to resolve the matter with ford and that I should contact the Customer Satisfaction Program representative directly.  After a somewhat unfriendly conversation with the Ford customer rep, I have been referred back to the dealer and have learned that the customer is not always right.



#56 OFFLINE   Kelleytoons

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Posted 14 August 2015 - 10:59 AM

What "work done" are you referring to?  You could have all kinds of things done to your car (and it should have still been under warranty anyway, so I'm not sure why you even paid *anything* in the first place).

 

This TSB addresses some very specific things that even if done prior to this wouldn't have cost anyone around 500 dollars.  So I'm not so sure what you are talking about.



#57 OFFLINE   Vancemi

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Posted 20 August 2015 - 03:14 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

 

 

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

 

Meagan

 

Update 7 weeks, So we get good and some bad news ok Monday 17th service dept. called said my cluster was taken off back order and would be in Thursday.  Tuesday the 18th service dept. called they needed our second key to reprogram, the cluster it came in on Tuesday morning truck.  So drove up to the dealer which is 45 miles away on Tuesday . Should have it on Wednesday afternoon they called Wednesday afternoon they've been unable to program the keys so car won't start.  They were in contact with ford engineer possible software issue will call tomorrow Thursday (today). They called this morning they were finally able to get the programing done today after 3rd attempt but the wrench light is on and there no faults coming up. He said plan on 3:00 today for pickup in the meantime they decided to do my brakes for no cost not sure when they would normally be done we've got 26332 miles on the car but hey free brake job. They called at 3:00 not able to clear the wrench on the panel still no faults, working with there hotline to the engineers they will try for tomorrow but won't promise. And we can almost C-Max at the end of the long tunnel. Making progress it seems. The CSM handling this called today says he will keep the case open till we get the car back in our hands and satisfied. will let you know when we get her back.


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#58 OFFLINE   raadsel

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Posted 20 August 2015 - 05:42 PM

Update 7 weeks, So we get good and some bad news ok Monday 17th service dept. called said my cluster was taken off back order and would be in Thursday.  Tuesday the 18th service dept. called they needed our second key to reprogram, the cluster it came in on Tuesday morning truck.  So drove up to the dealer which is 45 miles away on Tuesday . Should have it on Wednesday afternoon they called Wednesday afternoon they've been unable to program the keys so car won't start.  They were in contact with ford engineer possible software issue will call tomorrow Thursday (today). They called this morning they were finally able to get the programing done today after 3rd attempt but the wrench light is on and there no faults coming up. He said plan on 3:00 today for pickup in the meantime they decided to do my brakes for no cost not sure when they would normally be done we've got 26332 miles on the car but hey free brake job. They called at 3:00 not able to clear the wrench on the panel still no faults, working with there hotline to the engineers they will try for tomorrow but won't promise. And we can almost C-Max at the end of the long tunnel. Making progress it seems. The CSM handling this called today says he will keep the case open till we get the car back in our hands and satisfied. will let you know when we get her back.

 

Doing the brakes doesn't make sense to me, unless there is some other type of "damage" to the brakes. I seem to recall some members here have over 100,000 miles on the original brakes; because of the regenerative braking, the brakes wear very slowly. I'd definitely ask about the brakes and why they felt they needed to be serviced.



#59 OFFLINE   ptjones

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Posted 21 August 2015 - 09:57 AM

Doing the brakes doesn't make sense to me, unless there is some other type of "damage" to the brakes. I seem to recall some members here have over 100,000 miles on the original brakes; because of the regenerative braking, the brakes wear very slowly. I'd definitely ask about the brakes and why they felt they needed to be serviced.

I would think the brakes could last the life of the car, because of Regen Braking. I just looked at my 105Kmi. old brakes and they could pass for new with machined marks still on them and no grooves. :)

 

Paul



#60 OFFLINE   obob

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Posted 21 August 2015 - 10:36 AM

And we can almost C-Max at the end of the long tunnel.

 

LOL


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