dirkh

The dealership has had our MKX since April 4 (21 days). We have been without our vehicle for 53 days since we picked it up on 3-19-12. We are finding it very hard to be patient. Owning a reliable vehicle continues to be out of our reach.

On Good Friday I started our MKX and the knocking noise was incredibly loud and the oil pressure light come on. This again happened on Saturday. Monday I called our selling dealership. With this happening, along with intense insistance and the You Tube video the dealership finally determined our MKX has a knock. Finally the service manager found someone at Ford that was helpful. After engineers listened to the You Tube video and an indepth inspection, they concluded 3 out of 6 cylinders were contributing to the engine knock. A complete engine we are now told is the fix. It has taken 13+ frustrating months to get to this point. We have had no confidence in taking our 2012 MKX on long trips for the intire time of ownership. We complained about the knock 3 days afler we picked up our MKX and were told new vehicles make noises breaking in. We left our MKX on 7-10-12 for 1 day(invoice 267119), on 11-15-12 for 4 days(invoice 191492), on 12-19-12 for 10 days(invoice 193760) and on 1-24-13 for 17 days(invoice 272642) for a total of 32 days. As of today it has been at the dearship for 13 more days and the engine is ordered but has not been shipped. My conversation with Sally, Ford customer service manager, on 4-10-13 added to the craziness of this ordeal. Sally told me because no attempts to repair were made, we do not rise to the level of Lemon Law in Indiana. She said Ford must follow the State lemon law when doing a buy back. It appears Ford was unwilling to help their dealerships with diagnosis. Is this so no repairs are attempted? Sally flippedly dismissed what we went through these past 13+ months. She said that is all in the past and we need to move forward. She also said we never complained about a knock in the engine. We wondered why another dealership looked up our warranty history and found no engine knock complaint. He then said Oh there it is, wonder why they put it there. Our selling dealership resently sent us a copy of our warranty history and there are no knock complaints there. Also even though we received a car every time we left our MKX, only 2 days of rental is documented. I spoke to Customer Relationship Center personnel Tiffani, Melissa, Pat and Dee, filed complaints and have 4 different case numbers. We have invoices from 2 different dealerships documenting our complaints of an engine knock. We have sent DVD recordings of the knock to Ford Motor Company and the Ford engine plant. We have pleaded and begged for assistance, yet our warranty history shows no complaints of an engine knock. Sounds very strange. We don't understand what Ford Corporation is doing but it appears SERVICE is no longer Job 1. This is not the company I worked for 30 years ago. After owning an Olds Bravada we decided to make our next vehicle a Ford product because they did not take a bail out and continued to be a strong company(we even encouraged a friend to buy a Fusion instead of a Nissan Altima). After owning many Ford and Lincoln vehicles, we did not hesitate due to good past experiences. People purchase a vehicle of this caliper to experience carefree ownership and they take it for granted. We were not afforded this experience. Ford's stance is they are fixing the problem(that according to them we never had) by replacing the engine. They are not concerned with the investment made in a vehicle left at home while we drove our 13 year old Ford truck on long trips due to the uncertain reliability of our 2012 Lincoln MKX. We will be making our last car payment on July 1. We may make our first foreign car purchase. The 2014 BMW X5 looks very nice and maybe the manufacturer stands by their customers and dealerships. We are very disillusioned with Ford Motor Company. You can still see and hear our video on You Tube. Search Lincoln MKX engine knock.

I spoke with another Ford service manager. After he listened to the YouTube video, he said I should get a Rep involved or look into the Indiana Lemon Law. Will the gentleman who is on this forum that contacted me, please call me again. Thank you.

The retired Ford service manager suggested we send DVDs of the YouTube video to Ford Customer Service and the engine plant that built the engine. Ford Customer Service sent the DVDs back with a letter that said "The Customer Relationship Center does not have ready access to audio/video equipment or CD/DVD equipment. Therefore, when we receive these items from customers, our policy is to return them." It is shocking to hear that a multi-million dollar company does not have access to a $50 CD player or know what dept. it can be sent to for review. It seems Ford does not want to see or hear the issues their customers are having. Also, their dealerships are reluctant to document the issues they have admittedly heard. The YouTube video can be found by searching for Lincoln MKX engine knock. Please listen to the entire video and leave your impression.

We have posted a youtube video of our 2012 MKX engine noise. It can be found by searching for Lincoln MKX engine knock. We had a retired Ford dearlership service manager listen to it. He advised us to send a CD to Lincoln Customer Service and one to the Ford engine manufacturing plant because he says there is definately a problem. Please listen to it and let me know what you think.

We made a CD of the ticking and knocking noise in our 2012 MKX. We gave it to the sevice manager and he heard what we were talking about. We took our MKX to the dealership on Thursday. Friday we were told they didn't hear the noise when they started it the first time Friday. I met the service manager Saturday because I couldn't believe they didn't hear a noise that is there everyday. Just came home from the dealership. Well I found out why people are getting the run around on this issue. I sarted my MKX and then waited for the high idle to come off(it is cold here in Indiana). The service manager immediately started listening. He pointed and asked me if that was the noise I was hearing? I said no, that is injector pulse. We kept waiting for the high idle to go off, then when it went off he said he didn't know it had a deffinate RPM come down. Then he heard the noise and said Oh, we turned the car off before that. Don't know what they are going to do yet but at least he heard the noise. If your dealership is unable to hear this noise you may have to do the same thing I did. We had told them to wait until the high idle came down and it is even written on their papers. Dealerships seem to have a problem reading customers concerns and taking them seriously. You may need to hold their hands.

We have a 2012 Lincoln MKX with the 3.7L engine. We have heard a ticking and knocking noise at cold start up from day one. The noise usually goes away within 10 min. The dealership first said they did not hear the noise. Then when the service manager heard it he said "I had no idea it hammered that loudly. Something is definately wrong." Now they write on our paperwork "no unusual noises heard, ticking noises are normal due to thick oil and parts clearances." We have also been told Ford is working on it and the dealership is not to attempt repairs at this time. Is there anyone else having these same concerns?