- Joined
- Jul 21, 2020
- Threads
- 4
- Messages
- 44
- Reaction score
- 197
- Location
- Greensboro, NC
- Vehicle(s)
- 78 Bronco
- Your Bronco Model
- Wildtrak
- Thread starter
- #1
First, let me say that I absolutely loved my Bronco while I had it. Drove great. Looked awesome, bigger in person, than it looks in pictures. I hope to get it back at some point - or another one, depending. I am super disappointed - and the information and communication from Ford has been 'ok' but not great.
So here's what happened...
Last Thursday, I am driving from Greensboro, NC down to the SC coast - Pawley's Island area. I am on a 2-lane road near Gresham, SC and the engine cuts out - I am coasting, now power. I get it pulled over. I'm thinking it is a computer glitch issue, maybe somehow I get it stopped, cycle the power and I will be good to go. I've got warning lights all over the place - engine, battery, auto-off etc. etc. It won't re-start. Plenty of auxiliary power for radio, lights etc. Starter is working fine, but won't re-fire.
I call Ford roadside and they tow it to Conway Ford in Conway, SC. On Friday afternoon, the service advisor at Conway calls with the bad news. They dropped the oil pan and found a bunch of metal in the oil. THE ENGINE AND TURBOS NEED TO BE COMPLETELY REPLACED. Pretty crushing - to wait 16months for a vehicle and have that happen in the first 1000mi.
Given the parts situation - Conway has not been able to give me a repair timeline yet. I am awaiting that information - before I decide if I want Ford to buy it back and send me a new one - which is what I think they should've offered to do from the jump.
Ford Customer service has put me in a rental for the time being.
I don't feel like I am getting the level of service that a failure of this sort should demand - but everyone has been friendly and at least somewhat helpful.
If someone in Ford Production or Ford Engine Plant reads this and wants to help - please contact me. [email protected]
UPDATES:
10/28/21 - Dealer says they expect the new motor to be 'released' in mid November. Their biggest concern is finding the "one time use" parts, more so than the actual failed part.
11/4//21: Conway Ford reports that they have all the needed parts and are simply awaiting the engine itself - which is expected to be 'released' sometime between 11/15 and 11/22. Communication and coordination between the dealer, ford customer service and myself has been really good. Despite the initial frustration, I am pleasantly surprised so far. Will update further as I know more.
11/12: Ford Dealer called and said they should have the new engine by 11/18. They then called on 11/17 and said they had it and had a couple other cars to finish up and they would start on it.
11/22: dealer called today to tell me it was ready for pickup. I plan to go and pick it up tomorrow.
overall: coordination between Ford and the dealer and myself has been excellent, despite my initial frustration/fears. While I donāt yet have it back as I write this - Iām pretty impressed with how things have gone and especially the timeline. All things considered.
I have not yet closed the case with Ford corporate - in terms of financial remediation. Iāll report back when that is done.
FINAL UPDATE (1/22/22):
Apologies for the delay.
I picked my Bronco up on 11/23/21 and havenāt had any issues since. Ford reimbursed me for the 4 weeks of a rental and extended my warranty to 5yr/100k miles. You have to ask for these. Very important you get connected with a Ford customer service rep early on.
1/25/22: Service repair write-up posted
if anyone sees this and experiences the same or similar problem, feel free to reach out - there are some tips Iām happy to share.
So here's what happened...
Last Thursday, I am driving from Greensboro, NC down to the SC coast - Pawley's Island area. I am on a 2-lane road near Gresham, SC and the engine cuts out - I am coasting, now power. I get it pulled over. I'm thinking it is a computer glitch issue, maybe somehow I get it stopped, cycle the power and I will be good to go. I've got warning lights all over the place - engine, battery, auto-off etc. etc. It won't re-start. Plenty of auxiliary power for radio, lights etc. Starter is working fine, but won't re-fire.
I call Ford roadside and they tow it to Conway Ford in Conway, SC. On Friday afternoon, the service advisor at Conway calls with the bad news. They dropped the oil pan and found a bunch of metal in the oil. THE ENGINE AND TURBOS NEED TO BE COMPLETELY REPLACED. Pretty crushing - to wait 16months for a vehicle and have that happen in the first 1000mi.
Given the parts situation - Conway has not been able to give me a repair timeline yet. I am awaiting that information - before I decide if I want Ford to buy it back and send me a new one - which is what I think they should've offered to do from the jump.
Ford Customer service has put me in a rental for the time being.
I don't feel like I am getting the level of service that a failure of this sort should demand - but everyone has been friendly and at least somewhat helpful.
If someone in Ford Production or Ford Engine Plant reads this and wants to help - please contact me. [email protected]
UPDATES:
10/28/21 - Dealer says they expect the new motor to be 'released' in mid November. Their biggest concern is finding the "one time use" parts, more so than the actual failed part.
11/4//21: Conway Ford reports that they have all the needed parts and are simply awaiting the engine itself - which is expected to be 'released' sometime between 11/15 and 11/22. Communication and coordination between the dealer, ford customer service and myself has been really good. Despite the initial frustration, I am pleasantly surprised so far. Will update further as I know more.
11/12: Ford Dealer called and said they should have the new engine by 11/18. They then called on 11/17 and said they had it and had a couple other cars to finish up and they would start on it.
11/22: dealer called today to tell me it was ready for pickup. I plan to go and pick it up tomorrow.
overall: coordination between Ford and the dealer and myself has been excellent, despite my initial frustration/fears. While I donāt yet have it back as I write this - Iām pretty impressed with how things have gone and especially the timeline. All things considered.
I have not yet closed the case with Ford corporate - in terms of financial remediation. Iāll report back when that is done.
FINAL UPDATE (1/22/22):
Apologies for the delay.
I picked my Bronco up on 11/23/21 and havenāt had any issues since. Ford reimbursed me for the 4 weeks of a rental and extended my warranty to 5yr/100k miles. You have to ask for these. Very important you get connected with a Ford customer service rep early on.
1/25/22: Service repair write-up posted
if anyone sees this and experiences the same or similar problem, feel free to reach out - there are some tips Iām happy to share.
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