FordService

Hi everyone,

We're going on a temporary hiatus. If you need assistance, please don’t hesitate to reach out to us via Twitter or Facebook. If you need immediate assistance, don’t hesitate to reach out to your dealer or our Customer Relationship Center at 1-800-392-3673; 8:00 a.m. - 8:00 p.m. ET (Monday-Friday) / 9:00 a.m. - 5:30 p.m. ET (Saturday.

If you're in Canada, or need assistance from our In-Vehicle Technology team (SYNC, Nav, MyFordTouch, ect) they are available at FordServiceCA and FordIVTteam.

Meagan

Hey everyone! 

I'll be out tomorrow, back Monday. Have a safe holiday!

Meagan

Went to the dealer today and described the problem and the red engine temperature light coming on. They suspect the same problem with the thermostat. Parts ordered for Monday delivery. Also, when the engine became hot, the limp mode came on to protect the engine, if that helps.

Let me know how your dealer visit goes, as well as your current mileage, and I'll see how to assist.

Meagan

Merry Christmas, everyone! I'll be back Monday.

Have a safe & happy holiday!

Meagan

I heard the LOUD resonant vibration noise last winter with ICE under partial load, only in temps below 30.  It sounded like a panel vibrating in/around passenger footwell, perhaps being amplified by misguided ANC.  I haven't heard it yet this winter, but it has been unusually mild.  Perhaps that is Ford's fix: global warming.

Hi djc,

If you end up hearing the noise this winter, I recommend heading to your dealer for a diagnosis. Please keep me in the loop.

Meagan

Hi guys,

I'll be out of the office until Tuesday, but you'll be in great hands with Mariel.

Meagan

...

 

So, until I hired a lawyer...and the rep here has only responded to me once (I have sent her several questions when my calls were not returned)...They did a "good faith review" of the situation, and determined it does not qualify for a replacement, at this time. The regional rep said to go ahead and trade it in for another vehicle...

Hi kuklachica,

I had replied to your last message on the 3rd, but looking at my inbox, I see it never actually sent to you. Since you're already working with my highest point of contact (your CSM), and went through the buyback proceedings, I'm unable to assist further. I recommend continuing to work with your CSM and dealer for a resolution.

Meagan

I haven't gotten my letter and that group should include my car. Has anyone gotten their letter?

Not only have I not received the letter but this recall does not show up on the Ford Owner site for my car. Since, per Etis, my car was manufactured on 2 June 2013, my car should clearly be included. I'd be interested in knowing what is going on with this recall.

Hi guys,

By law, Ford Motor Company is required to mail recall letters to the last known registered owner. However, due to privacy laws, state registration data is restricted and Ford Motor Company obtains current registration information from a third-party company each time a letter is generated. Prior to any future recall notifications, Ford will obtain new registration and title information and notify the identified vehicle owner on record.  I recommend that you contact your local Department of Motor Vehicles to ensure their registration records are up to date.  

Also, for clarification, a Customer Satisfaction Program is not a recall. A Customer Satisfaction Program (CSP) is an available upgrade to a specific component or an extension of an existing warranty. Customer Satisfaction Programs are VIN-specific and typically have expiration dates and/or mileage limitations..

Recalls, on the other hand, are when Ford proactively identifies areas of concern (falling into: Safety, Compliance, and Emissions) through investigation of consumer and dealer feedback. Recalls do not expire; affected vehicles remain eligible until the repair is completed, and are also VIN-specific. During an investigation Ford co-operates fully with NHTSA. Due to our rigorous safety standards and constant testing, not all issues result in recall or customer satisfaction programs. 

If you want to make sure you're involved or not, you can speak with your dealer, contact our Customer Relationship Center, or send me your VIN via PM.

Meagan

Megan,

 

PM sent with details.  Still waiting on the part as of 11/25/15.  Kendall Ford said it had been taking about ten days to get the part but this one has been over three weeks.  We are waiting on the part to reschedule.  There are no indications of problems, but after getting the second recall notice that parts are available, I have been wanting to get it addressed along with other open items.

 

I still love the car and plan on keeping it for many years yet.

Replied! :)

Meagan

I'll be out for Thanksgiving, and back on Friday. Have a safe and happy holiday!
 

Meagan

Ford still must be a little slow on shipping parts.  Scheduled my car for the module replacement and the dealer said it would take about 10 days to get the part.  We ended up scheduling the appointment three weeks out, and I still ended up with a call on Friday the day before the appointment that the part had not arrived.  I could have had some other things done, but with a winter weather advisory that night, we decided to wait on the part to get everything done at once.

Hi donhak,

Just to clarify, are you still waiting on the part? Please let me know, along with your mileage. I'll look into some options.

Meagan

"Low Battery . . . ..Audio shut off" message has been going for about 2 weeks now.  It is used to be happening for 2 to 3 days then no error message and the radio audio ran longer than 30 minutes, then weeks later the same error low battery message came on for 2 to 3 days and the radio shut off after 2 minutes playing when key is in the Accessory or at position 1.

 

I have noticed when the temperature around from 49F to 61F, the low battery message and shut off audio happens.  Coincidentally, for 2 weeks now, where I am, the temperature has been around 56F to 60F.

 

Even after driving on the hi-way for 50 minutes, after stop the care, and in about 2 minutes and the key is either in Accessory mode or at position 1:  the low battery even came on and shutting off the audio.

 

Either the 12V battery is dying, it is not charged while driving, or the audio does like playing without the car is fully on?????

 

On one of the day of the error, I even turned the car on for 30 minutes, the key to position 1, and the radio still shut off after 2 minutes.  Turned key to Accessory mode, radio still remained off.  Turned the key to position 4 (car fully on), radio turned  back on and saw the low battery error message.

 

And yes, my car is one of the CMAX hybrid having the with 12V dead (or discharged below to 2.96V) for several times now. :)

Two to three minutes every time I get the "system off to save battery" very annoying. I was reading 12.4-12.7 volts with my plugin digital meter.  ;) I think this happened after FORD replaced the Audio Module, they fixed something that wasn't broken. :drop:  I guess I will have to ask FORD to explain this. ;)

 

Paul

I get this too.  It started for me after they updated the software for the 12v battery drain issue.  I think it was part of the fix to make sure the system shuts down when the car is not in run mode.

Hi guys,

I recommend setting up an appointment with your dealer to have this checked out. Once you do, please send me a private message with your VIN, mileage, best daytime phone number, full name, and dealer name/location.

Meagan

Meagan is a great help. Help getting a problem moved up to the regional service manager is very helpful indeed :)

Glad to be of service!

Meagan

Thanks Meagan. My concern has been referred to the regional service manager for his help. I apparently got the pm thing all wrong.

No worries! :)

Meagan

Well last night I almost hit a deer going about 30mph. It ran in front of me and my wife, we had our seat belts on thank goodness, maybe at most 15 feet in front of us and I instinctively slammed on the brakes. We stopped instantly, things in back of the car came flying to the front of the car. I didn't think MADMAX could stop that fast. I thought for sure we were going to hit the Deer, it wasn't more than a foot away by then.  I had two 1"x6"x7' boards sitting on arm rest that came flying forward and hit my arm and hand, minor wounds, no damage to the car. LOL  I keep change, tire gauge, flash light, misc. tubes of neosporin, after bite and lotion in the tray on the floor well between seat and door which were launched into my foot well. MADMAX,Wife and Deer were uninjured. :yahoo:

 

Two years ago I did hit a Deer which cost $8K to fix MADMAX. It almost happened again. :drop: Thank goodness for Great Brakes. :)  

 

Paul

Wow! I've come close to hitting a deer, so I know how scary that can be. I'm thrilled to hear how great the brakes were, and that you, your wife, and your MADMAX (awesome name, by the way) came out unscathed. I recommend heading to Ford Social to share your experience.

Meagan

Crystal did you get my PM? Had an issue with send.

 

Thank you Crystal. Your help is very much appreciated. I have sent you a PM with all the informatio.

Thanks for letting me know! I don't see any messages from you in my inbox. I double checked, and my inbox isn't full yet, so you should be able to message me. :)

Meagan

I had the rear main replaced under warranty 5 months ago. Had an oil change found rear main leaking again. It has been only 5 months. Getting out of hand now with all the recalls and now the need to pull the engine and transmision for a second time. Love CMAX but this is a real problem! lt is warranty covered. I have 58k on the car.

Hi rajames2,

I'm glad this repair will be covered; I know your dealership will do all they can to make sure you're back on the road again soon. Additionally, I can assist by pushing this up the line to your regional customer service manager (CSM). To make that happen, send me a private message with your full name, best daytime phone number, VIN, current mileage, and servicing dealership.

Crystal

Yes, jmckinley they have helped a fair number of folks here.  No, it does not play out here on the forum, rather in the PMs, phone calls, e-mails & dealer visits we are not privy to. 

 

As Paul says: "We are lucky to have them."  Thanks Brittany :), Meagan  :), Crystal  :)

 

Nick

Thanks, Nick! I passed this along to Brittany and Meagan as well. :)

Crystal

I thought Brittany was for FORD Canada. I have seen several members thank our FORD Service people for their help solving problems, We are lucky to have them. Thanks Again. :)

 

Paul 

Thanks for the kind words, Paul! Yes, Brittany helps out folks in Canada. I'm currently keeping an eye on things for Meagan, who is the usual Ford Service rep here for the United States.

Yes, Ray has a unique situation, being an employee of the dealership, but I think most of us appreciate that there is a second conduit to the dealers when there are issues.

 

And to our OP, Garth, your location in "rural NY" could be close to Rochester, or not. If so, I can recommend Van Bortel Ford. Nothing but professional, so far, and that includes the most recent PCM update on Halloween...

I'm always happy to hear about great dealer experiences, Frank! If you'd like me to give Van Bortel Ford a digital pat on the back for a job well done, PM me your full name, best daytime phone number, dealer info, and any details about your experience with them that you'd like me to include.

Crystal

Hi again, Crystal or Meagan! I'm taking my 2014 C-Max Hybrid in to my dealership tomorrow, Academy Ford in Laurel, MD. It has 9300-9400 miles on it. As you saw on the post, I woke up to a completely drained battery about two weeks ago.

 

I have two questions:

 

First, will it need a new 12V battery? How can they tell if the battery is damaged and needs replacement?

 

Second, why does the electrical reset need to be done again? I took it in for that in September. I thought it was a one-time fix. 

 

Anything you can do will be appreciated!

 

Joy

Hey, Joy!

I'm not a technician, so I'm not the best resource for diagnostic/mechanical information. I'd recommend speaking with the service manager at your dealership; I know they'd be happy to get you some answers. If you'd like me to escalate this to your regional customer service manager (CSM), just send me a private message (PM) with the information I listed above. If you'd prefer to speak with someone on the phone, you can contact my colleagues at the Customer Relationship Center. They can be reached at 1-800-392-3673. They offer the same assistance that I do. :)

Crystal

The first time it happened it was <1000. The second time, last Saturday, about 9000. What can you do to help? My dealer is Academy Ford in Laurel, Maryland.

Hi njallchin,

Just to clarify, is your vehicle at the dealership now? I can escalate this to your regional customer service manager; they work with dealers in their assigned area to ensure concerns are resolved. To get the ball rolling, send me a private message (PM) with your full name, best daytime phone number, VIN, current mileage, and servicing dealer.

Crystal

Crystal, 

 

Thanks! I would love to have your help. I don't understand the forum very well yet, and I can't find out how to reply to you. Please, are you representing Ford? What is your job title?

Hi njallchin,

Yep, I'm a member of Ford's Social Media team. We have folks on Facebook, Twitter, and forums like this one. Meagan is normally the Ford Service rep on this site; I'm filling in for her while she's out of the office. All you have to do to respond to me is click on the "Quote" button at the bottom of this post. How many miles are on your car?

Crystal

I thought my 2014 C-Max was the greatest car in the world until the second dead battery in the morning. I took it in to the dealer after the first time, and supposedly it was fixed, but yesterday morning it was dead again. This time after the AAA recharge the clock won't re-set.

 

What is the cause of this problem? What needs to be done to fix it permanently? What do I need to ask the dealer to do?

Welcome to the forum, njallchin! I want to do what I can to make sure you think your car is the greatest in the world again. How many miles do you have on it? 

Crystal

...I think it is great that Ford is also on this site.   I used it once and talked to a local rep.   It was a good experience.   Had to do this too with Toyota.   It was not as smooth.  No rep at all on line.  Good job Ford!

Happy to be here, scottwood2!

Meagan

Just received Ford Recall letter on 14S21 here in Central Illinois on 20 October 2015.  Letter said that parts are now available , with estimated repair time of One Half day.  Similar to any one else's experience on any of this???

Hi bob61571,

Do you already have an appointment set up for the recall service? Please let me know, along with your mileage, and I'll look into some options.

Meagan