I have a 2013 C-Max SEL that I flat tow (in accordance with the Ford owners' manual) behind my motorhome. 2000 miles into an extended around the country trip the transmission started making grinding bearing noises. I have rented a car and purchased a tow dolly so that I could continue my trip.
After taking it to a dealer in St. Louis on 6/27/16, they confirmed that it was transmission failure. They ran it while on the lift and localized the noise, and the fluid contained lots of metallic particles. On 7/7 the service advisor called me and said the dealer was not willing to replace the transmission under warranty because they may be stuck with a $6,000 bill if the factory disallowed the claim. They seemed to be concerned that because I was flat-towing, it could be a issue. The car is well within the term of the warranty (47k miles of the 80k). He suggested that I call the Ford customer care number 800-392-3673, which I did on 7/8.
Customer care assigned me a case number and referred me to the regional service manager, Leah Shulga at 866-631-3788, x 53764
I have left numerous voice-mails since then, all following a recording that promised that someone would respond within 4 hours, even though Leah was out of the office last week. I also sent an email summarizing the situation, with only an automated "out of office" response.
I have called the customer care number several more times, only to be transferred to the same voice mail... I was promised a call back by close-of-business yesterday, but did not receive one. When I called back yesterday afternoon (7/11), I was told that there was nothing else they could do and everyone had gone home for the day. I asked to talk to the supervisor or manager, and was told "she doesn't take live calls".???
Has anyone experienced this horrible lack of concern? Does anyone have a contact that could help cut through the automated phone system wall?
Besides the obvious issues, I have had to modify my trip plan to be able to return to St. Louis at some point to reclaim my car. I live in Georgia, and had planned to travel to Canada and Alaska this summer, both of which are now on hold.