FordService

Hey Ford Fam,

We will be away from the forum temporarily. If you guys need help, please don’t hesitate to reach out to us via Twitter or Facebook. If you need immediate assistance, please contact your dealer or the Customer Relationship Center. For the CRC, dial 1-800-392-3673 OR 1-800-232-5952 (TDD for the Hearing Impaired).

Thanks for your patience!

Tricia

Hello Ford Family,

It’s time to say goodbye to 2015, and welcome 2016 with open arms!

I’ll be out of the office January 1, 2015. I will return on January 4, 2015.

Live it up, be safe, and Happy New Year!

I sure did! Happy New Year, and here's to another 3-day weekend!!!

Yes, indeed, WWWPerfA_ZN0W.

Have a Happy New Year to you as well, and try to stay out of trouble!

Tricia

Eggnogg & Fruitcake ...PARTY TIME!!! Enjoy, Tricia, and see ya on Monday!

Thank you very much, WWWPerfA_ZN0W.

I had a wonderful time, and I hope you did as well.

If you need me, just give me a shout!

Tricia

Hi guys,

I’ll be out of the office December 25, 2015. I will return on December 28, 2015.

Chat with you soon, and Happy Holidays!

This thread is pretty cool, I didn't know you guys existed!

We'll be here if you need anything, and Season’s Greetings!

UPDATE:

 

Just picked up my 08 Edge. Running great now!

 

Issue causing the problem (according to my local dealer who did the work)...!

I had the exact same symptom and same solution on my right front. Yes, the ring is connected to the shaft somehow so everything needed to be replaced. 2009 AWD Edge. Mine happened at about 130,000 miles.

Hello Ford Fam,

Thanks for sharing the great news, and your solutions! I’ll be happy to document your dealer feedback. Please PM your full name, VIN, mileage, dealer, and best daytime phone number. I’m make sure it’s noted!

Tricia

Hello everyone,

I’ll be out of the office November 26, 2015. I will return on November 27, 2015.

Try not to overeat, and Happy Thanksgiving to all!

Enjoy Hope you all get Thanksgiving off to celebrate w/ family & friends as well.

Thank you very much, WWWPerfA_ZN0W!

Yes, I will be off, and I hope you have a wonderful time with your loved ones also!

Tricia

Picked up our Edge last night from the dealer. All items on 13N02 were performed. No charge. Everything feel great now. If anyone is looking for Ford Service in western Ohio or eastern Indiana I would highly recommend Buckeye Ford in Sidney, Ohio. I have never purchased a vehicle from this dealership but have used them for warranty service on my 2008 F-150 as well as all service on our 2012 Edge SEL. This is a high quality service department which has meet or exceeded my expectation on every visit.

Hi stan2929,

I'll be happy to document your feedback for Buckeye Ford. Just private message me your full name and phone number. :)Thrilled to hear what a great service you had.

Meagan

I have a 2013 Edge sport. Recently i have been noticing a rattling noise when i coast/brake, it seems to be on the front passenger side. the rattling started when i coast or brake to 30 mph & stops when i hit 25 mph, now it starts when i'm coasting/braking at 40 mph, still stopping once i reach 25 mph. Can anyone shed some insight on what could be causing this? Thanks so much in advance!!

Welcome, rach1507ec!

I recommend heading to your dealer to have this checked out. Have a tech ride along with you to experience the noise. Once you set up the appointment, please let me know, along with your mileage.

Meagan

Hi. I have an 11 Edge sel AWD. It's making a noise, usually when I'm backing out of a driveway and turn the wheel, I hear a clunk. It sees like coming from right front, but unsure. Very hard to tell. It doesn't matter if I turn left or right. Sometimes I heard this noise when I made hard fast turns. It doesn't always make the noise when I back up. Straight line, I don't ever hear the noise. Over bumps, no noise. Making circles, no noise. I also get a noise when I brake hard. Gradual easy braking, no noise, but a hard stop (not hard enough to engage abs) I hear like a clunk, like something shifting? Sounds very simliar to noise when I hear when turning.

 

I had strut mounts changed (one was bad) no change in noise. I had inner tie rods changed as one was questionable, no change in noises. Other suspension components look good. no torn boots. I tried to shake all components when I was underneath the car looking. Mounts look good. sway bar links intact and look good. Recently tires were changed, no chages. No play in wheels when car was lifted. alignment done, again no changes. It's not the hub caps either, because mine are off. Wheels are painted. Any suggestions? Car shifts and drives great otherwise. Thanks for any help.

Were your repairs taken care of at your Ford Dealer, snz? Please let me know, along with your mileage.

I have the same "clunk" in my right front wheel but only when I make hard fast turns. I've had it checked out at two different places and both said the struts were fine, tie rods fine, no visible damage to any suspension components, and I got new tires and brakes and still have the clunk.

I have a similar noise in my 14, I'm curious to hear the results of this

Hi guys,

I recommend setting up an appointment with your dealer for a diagnosis. Once you have, please let me know, along with your mileage.

Meagan

Thank you Tricia! I will PM you all of my info. Still nothing new to report today..... Day 2 of car at the dealer and no one calling me for an update. Hoping for better luck tomorrow. Any help you can provide would be much appreciated!

We'll keep an eye out for it!

Meagan

Hello Ford Fam,

I’ll be out of the office November 20, 2015. I will return on November 24, 2015.

Enjoy the rest of your day, and see ya’ll soon!

Tricia

Hello Ford Fam,

I’ll be out of the office November 20, 2015. I will return on November 24, 2015.

Enjoy the rest of your day, and see ya’ll soon!

Tricia

If that also does not work out, escalate to Ford National Customer Service, maybe their Engineering folks need to come take a look. Make sure you get a case number so they are taking you seriously. You can also contact the Ford reps on this forum, FordService, for assistance.

Thanks for the mention, WWWPerfA_ZN0W!

Absolutely nothing new to report today.... I called the same supervisor I had been dealing with and let him know about the copies on the seat for him. I asked him to check the items that had been mentioned on this forum and he said he would make sure the tech did that. I told him I didn't want him to rush on anything to get it done today but if I could just get an update at day's end that would be great...

Welcome to the community, 1000wordsSTL!

My name is Tricia, and I’m the U.S. Ford Customer Service Representative. How did it go at the dealer? Also, please private message (PM) your full name, VIN, current mileage, dealer, and best daytime phone number. I’ll be happy to check my resources!

Tricia

The regional manager at Ford Customer care calls me and says that his "engineer" recommends that I bring the car into MOSSY FORD for a second opinion. This is the same dealer that sold me the car and told me that my issue was normal (Kearny Pearson Ford confirmed my issue and escalated it to the field service engineer who also confirmed something wrong)...

I received the PM and realize that there is nothing you can do about my case (big surprise)...

 

Just wanted to share my horrible experience with Ford CRC...

Report them in a survey, I gave a dealer a bad review because they gave me a rental bone dry and I barely made to the gas station. Then they call me wanting to reimburse me. I told them to FO

ponder3,

Is everything okay with your vehicle? If not, please provide me with your VIN and mileage. I’ll be happy to take a look!

Tricia

I bought pre-owned 2011 Ford edge sport and right away noticed a steering issue with the car that 2 dealerships could not fix. The first dealership (selling dealership) tried a few things but in the end told me it was normal and did not confirm the issue. The second dealership confirmed the issue and also confirmed they could not fix it.

 

The thread of the technical posts is below.

 

http://www.fordedgeforum.com/topic/18434-abnormal-steering-on-the-37-sport/

 

My case with Ford customer care and they will be reviewing if the car is eligible for buyback or replacement. Aside from Lemon laws of CA, does anyone have any experience they can share with me about how this process works?

 

 

Hey mcali6301,

Your case has been escalated to our highest point of contact. I can document any extra information in your case, if you'd like. To do so, please send over a PM with the case number, or your VIN and phone number.

Mariel

So an update from my end.... 4 weeks later after I was told parts were ordered I had to call 5 times and wait several days for just ONE returned phone call for the status of my cooled seat issue, which the service advisor said inpromise to call tomorrow with an update and guess what, still hasn't since Thursday!!!. I then emailed the service manager, director, and owner Sunday night to complain about the lack of response and still haven't heard back from them!!! Is this Ford customer service? Who is the Ford rep on the this board I can escalate to?

Just replied to your private message, GT500R. Thanks for reaching out.

Very strangely, the CSR for Ford is FordService

FordService can probably help, but honestly this is all on the dealer. You may need to find a new one.

Thanks, guys!

Mariel

Hi everyone,

I’ll be out of the office October 09, 2015. I will return on Tues, October 13, 2015.

Have a wonderful weekend!

Tricia

I went to the dealer on Monday for issues with a loose lower drivers seat cover, leaky pinion seal on the PTU, and loud BAMR motor. Well they replaced the leather seat cover, and replaced the pinion seal (output shaft from PTU to rear diff.) and they ordered the Panoramic roof motor. Well the seat cover is installed and it the seat functions with no harm to the interior of the car with removal and installation of the whole seat. Only issue is with the little plastic cap on the side of the seat where the seat belt terminates into the side panel. They really did a number on the plastic and it has pry marks all over it. Is it wrong to ask for a replacement cover? The car only has 20k.

Good afternoon CinnamonEdge,

Have you made an appointment to discuss the pry marks with your service advisor? Send over a PM confirming your best daytime phone number, and dealer. I'll see how to best assist from my end.

Todd

Hello Everyone,

If your vehicle is experiencing this symptom, please don’t hesitate to contact me. PM your VIN and mileage. I’ll check my resources on this end!

Hi Tricia! No worries, my dealer is taking care of everything. I'll be picking up my edge tomorrow.

They took great care of me (as they always do). My edge problems have always been addressed immediately.

FYI, my local dealer is Chapman Ford of Egg Harbor NJ.

Thanks for looking out for me, though.

Candurin,

Thanks for the update, and I’m glad to learn that your dealer is taking good care of you.

I’ll be here if you need me, and have a great weekend!

Tricia

I posted here 1st thing yesterday, called & left VM with service manager at my dealer, & called the CSM. Emailed both of them the video showing the issue.

 

NONE replied...

Dealer just called, after replacing the module 2 times, and having the engineer come to the dealership and being unsuccessful to reprogram....they are going to now replace ANOTHER module because that IS the problem...

Hello Ford Fam,

Let me lend a hand. Please PM your current mileage, VIN, and case numbers. I’ll take a look!

Tricia

Ugh. This forum is become a checklist!

 

- brake booster failure? Check!

- ptu leak? Check!

 

Just waiting for my APIM to go...

Hello candurin,

What’s the status of your vehicle? Is it still at the dealer? If so, I’ll be happy to look into available options to assist!

Tricia

I just had my brake booster replaced yesterday at about 80,200 miles. I was glad that it covered by the extended warranty...

Hey Gimp,

I’m glad to learn that the dealer resolved your concern, and thanks for sharing.

Enjoy the rest of your day!

Tricia

OK, so the quick story goes like this.

My Edge was in before the 60,000 KMs for the door ajar. They had me believe they changed the switches at that time, but only "cleaned" things as per Fords direction, protocol to follow. That's fine Solved the problem for a month or so. Just long enough to have me clear the 60,000. In this time Advance Trac Service begins illuminating occasionally. Apparently there is a TSB on this, checking on this site.

So I bring it in, I have purchased warranty up to 200,000 KMs, the top that FORD offers through dealership before the 60 expired.

So, andyhow, I bring the vehicle in, the new switch for drivers door is installed and it's fixed and they tell me they replaced the switch in the gear selector console. That warning is gone now too.

Charged me $113 including tax for this. BUT, if they didn't repair the door ajar correctly/completely before the warranty expired. AND there is a TSB on the Trac Service warning, then why should I pay for the deductible.

Any Ford Reps on here have an answer?

I paid but I'm VERY skeptical of things and this vehicle now. I play by their warranty requirements to a T. The dealership changes my oil, filter etc every service interval. Cabin filter, air filter too. I'd rather be doing things myself to tell you the truth... and I can too. Probably MUCH more "attentive" to details than their rushed systems and mechanics at the quick lube.

But anyhow...

hope some Rep rings in here.

Have you reached out to our Ford Canada team, Liptoss? You can reach them here: FordServiceCA. They'll be able to point you in the right direction.

Don't wait for a rep - send them a PM. FordService.

 

I agree on the deductible BTW. However - would you have paid the deductible for the gear shifter anyway? If so then it's really a moot point (for you).

Thanks!

Meagan

i was driving on the freeway about 45 miles an hour when my 2011 edge loss throttle power and brakes stiffened up luckily I safely was able to pull off of road...

You can a) replace the throttle body yourself (a very DIY job), buy parts at discount from Levittown or from EBay, and keep the receipt for possible future reimbursement, and/or b] contact FordService on here with a case number from your Ford dealer to see what they can do to help you out...

You can always go to another garage to get the diagnosis...

Welcome to the community, Ckobaya1!

As WWWPerfA_ZN0W stated, my name is Tricia. I’m the U.S. Ford Customer Service Representative. I’ll be here to assist with any questions or concerns. Also, you are welcome to seek a second opinion, like macbwt suggested. You can find a dealer here.

In the meantime, what’s the mileage on your vehicle? I’ll be happy to check my resources on this end!

If it is the throttle body, can it be cleaned or does it need to be replaced at this point?...

fishx65,

Let me look into this further. Is your vehicle experiencing the same symptoms? If so, which year is your Edge? Also, what’s the mileage?

Tricia