Bdkith

Long time reader, first post. I purchased my 2011 fx4 new in December of 2011. I took it to the dealership today because the service advancetrac light would come on periodically for the past week. When this would happen my left turn signal wouldn't work without holding it down. The diagram on the screen in the dash would also not change how much the wheels were turned. I received a call from the dealership a short time later that the cause was a steering gear and that it needed a new steering rack. They went on to inform me that my warranty ended on 12/28/2014 and they would not be able to assist me with the cost. $1,800 repair for a truck with 29,000 miles on it is ridiculous when the warranty ended just over a month ago. I love my truck but this is pretty terrible customer service in my opinion. My 1997 has never needed anything like that.

gsxr1216

Mine needed the entire rack replaced at 20k miles, had the same symptom's your did. My truck had never even been offroad either so its not like I abused the truck...

Bdkith

That's what concerns me. It does not seem to be a very rare problem once I looked through the threads. I can't afford to replace a steering rack every 30k. These epas steering systems seem far less reliable and ford's refusal to stand behind them under 30k miles is even worse. I understand that my warranty is up and don't expect it to be completely covered, but it doesn't seem unreasonable for the part to at least be covered.

Fatmattyd

No goodwill offered at all here?

My wife's Acura needed a rack about 8 months out of warranty and the dealer called the Acura rep and got it 75% covered.

I'd push with the service manager and specifically mention "goodwill."

This is pretty sh1tty.

Good luck,
-Matt

SeeManRun

My truck has had its rack replaced twice. Both under warranty, but I had under 20000 km for the last one (well under I think), and under 5000 the first time.

Apparently they have improved the part though so am hoping I don't need another one.

Bdkith

Fatmattyd, thanks for the advice. Hopefully it's not to late to work something out when I pick it up later today. I'll mention that other manufacturers have stood behind there products outside of warranty. It's good to know that they've apparently improved the part. Makes it sound like they knew there was an issue with the part. I'll keep you guys posted. I asked that the service manager contact ford and ask if there's anything they are willing to do. A month out of warranty and a $2k repair on a poorly designed part is pretty ridiculous.

Bdkith

An update:

I picked up the truck later that day and was referred to ford customer service. I called them and informed them of the situation. Ford customer service seemed receptive and helpful. They provided me with a reference number and asked me to contact the service manager again with this reference number. When I did this the service manager told me it was "extremely" inappropriate that customer care had done this and he would do some follow up and call me back. This was a week and a half ago and I still have heard nothing from him. It's ridiculous to get the run around like this. I feel like I've hit a dead end with options if ford refers me to the service manager and the service manager tells me this is incorrect and he will call back. I'm less than impressed to say the least.

rickey498

Perhaps you should get ahold of the ford service reps on this forum and see what they ca do for you.

kidastra

iTrader: (1)

you should have gotten a call from him within 24 hours, I'm 11 years working for a dealership (not ford) and know how it works, the manager is hoping you go away. Don't! call him again, if no resolve call back ford. I'd give the service manager another chance, if no resolve call the GM

Fatmattyd

What kidastra said... that dude needs a call-back. I'd leave a message if no answer and give him about 4 hours. If no call-back in 4 hours, call customer service and update them on everything that's transpired.
The service manager does not like to have this kind of feedback from customers come through corporate. In this case I'd say he's got it coming though.

Good luck and let us know how it goes,
-Matt