Cheeky

Just an update on my 'New' Ford - It's same story as everyone else. It's sitting, torn apart, at the dealership, waiting for carpets and other 'various' parts that were affected by the water.

 

Colorado Lemon law calls for 30 total business days of repairs or 4 separate repair attempts. I am sitting at about 15 days and 2 attempts so far... I think i will be calling the reaquired vehicle line tomorrow as well as the GM at my dealership...So thanks for posting this info!

 

Does anyone know what the specifics are on if a vehicle is 'eligible' for buy back or not??

Here is my understanding of the process:

1) All vehicles are to be tested by the dealership (either prior to sale or when customers received their notice and bring them in)

2) The amount of damage is what dictates the "fix" and eligibility

3) Vehicles with no evidence of water are to be kept for 3 days, sealed and the re-tested

4) Vehicles with evidence of water leaking are to be tested for leaking areas, sealed, carpets replaced and electrical modules replaced (considered fixable)

5) Vehicles with evidence of mold and advanced water damage are eligible to be replaced and considered not fixable

The delay for those waiting for parts for their "repairable vehicle" is due to the back order of the parts. All customers are unfortunately stuck in this boat

Once vehicles have been repaired and returned to the customer, Ford Customer Service will offer a compensation package. The compensation package takes into consideration the length of time you had your vehicle prior to "losing it" and how long you are without your vehicle.

Some customers have received new vehicles without having met the criteria in #5 (I am included in this). This is completely at the discretion of the dealer and not fully supported or encouraged by Ford Canada. The only way for this to occur is that you must have low enough kilometres on the vehicle that it can be resold as new so the dealer does not lose out (Ford Canada will not buy these vehicles back so the dealer has to be able to re-sell them). If you fall into this, you will not be eligible for compensation. The compensation instead goes to the dealer to cover the costs.

I know this as that was the choice I had to make. I did not feel the dealer should be out of pocket the expenses he incurred going above and beyond to get me a vehicle so I did not have to wait for parts. It is unfortunate that Ford Canada is not being more helpful to their dealers, however this is what it is. I had to give up compensation on my end so that he was reimbursed. Based on my situation though, I was able to secure some compensation for the extensive wait I experienced in delivering the vehicle and the terrible customer service I experienced from Ford Customer service while I was waiting (considered a separate issue than the water issue).

Cheeky; Can you elaborate on the locations of these different leak locations?

I was told that the cause of the leaks was miscalculation of the robot applying the sealant. This caused sealant to be applied, but not necessarily on the exact line it should have been which has resulted in the leaking. This didn't just impact one area, it was the entire front end area.

In my vehicle the leaks were in the A pillars as previously described by others, but also in some of the joints under the dash board (my vehicle had been completely gutted so he was able to show me the general area that was impacted).

He actually reported that they fixed the four areas of the initial leak on this vehicle but then recently found another small puddle of water so they were bringing it back inside to try to locate that source. The vehicle has been sitting in the lot waiting for the parts so they can repair and put it back together. I just happened to go to get some of my belongings out of it now that I have my new one and he offered to show me the vehicle. I guess this is when it is fortunate that it is just sitting and waiting as it gives them a chance to ensure that all areas are repaired.

I also asked him why some of the vehicles are okay at first and then develop issues down the road. He suggested that once the vehicle is used that movement and vibration will cause the sealant that was a fraction off of where it was supposed to be to loosen and thereby allows the water in (whereas if it was on the correct path it remains completely sealed). He tells me they still have really only received minimal informs from Ford and have been figuring this out themselves as they see these vehicles, along with word of mouth from other dealers experiencing the same things.

Here's the end to my story:

Ordered Feb 18, built Mar 27, received July 10, returned to dealer with wet floor July 14, August 10 received new replacement vehicle.

My original vehicle did not qualify for the return/replacement program however my dealer felt I had already waited too long for my vehicle so he negotiated a dealer trade so I didn't have to wait.

This vehicle failed the leak test with leaks in 4 different areas. As of today, they still do not know when the electrical modules will be available and it is sitting, completely ripped apart at the body shop. Eventually it will be put back together and re-sold. I'm just glad my ordeal is over and I am finally in my new Edge, which I totally love!

I am in Canada, where we don't have a lemon law with any teeth. Bought my Edge Titanium in May, had it for 2 weeks, discovered water, wet drivers' side. Made an apt. at dealer. Met with dealer principal, discussed 15B21. Car left at dealership on June 22nd. 44 days later, car is still sitting at dealership with part of the interior removed and all of the plastic bits and pieces piled n the cargo area. I have never had any information from Ford as to what is going on and the dealership says everything is on hold, waiting for instruction from Ford. This is far from any kind of good service. Ford did provide an Enterprise rental, but I am paying lease payments on a loaded Titanium and what I am driving would have a lease payment about $100 less per month. This is my first Ford and it certainly isn't starting off very well. Since 1981 I have had 13 new GM products and never had anything like this happen. Any problems were solved within a reasonable time period.

I would like to know if any Canadians have received their repaired leaky Edges back yet, or had the situation settled..

I am in Northwestern Ontario. I purchased mine July 10, drove it for 5 days and then noticed it was wet. Brought it in July 16 for repair. I am told by my dealer that it is going to be another 2-3 months before I can expect it back and mine is in pieces too. Because of the delay in shipping mine (it took almost 5 months for me to get it) my dealer is getting me a new one. It is coming from Southern Ontario and should arrive any day. They are doing a VIN swap. Technically I didn't qualify for a new vehicle (minimal damage, just straight repair and replacement) but they did not want me to have to wait since the ETA on the parts is unknown.

I have also been working with Ford Customer Relations centre. They tell me that once I get my vehicle then they will offer me a compensation package.

I just got off the phone with my Customer Service rep. She reports that they are committed to moving all required part as quickly as possible and she will work with my dealer to determine what is needed to repair mine to get the required parts expedited which I am happy to hear. She also told me that compensation offers will be given to customers once the fix is completed and vehicles are returned to the customer. Compensation takes into consideration the entire case ordeal (so in my case will consider the extreme shipping delay in addition to the leak).

I will keep you posted once I have more info. I am happy that they are stepping up to plate not only with the fix, but also taking into consideration the rest of the ordeal that their customers have experienced.

Where are you located? Carpets are available. A dealer can order 1 set per week. An "A" dealer can order 3 sets per week. Inverters are available. What dealer has your car?

They placed the order today, no ETA. Told me they could get more info tomorrow as once order placed they can get an estimate. I am in Thunder Bay, so Pinewood Ford. I made an assumption on the carpet taking a while based on other posts but he definitely told me the electrical was going to be the hold up. Stated that last Friday they got the notice about replacing electrical.

My dealer has been awesome, can't fault them. They felt really bad calling me to tell me that I would be without my vehicle for an unknown amount of time. If what you are saying is correct, my fingers are crossed I might actually get it back soon! I was lucky, there is no evidence of mould or water stains. I think mine was a small leak and caught early. Once all is replaced it should be good to go! I am just anxious to get it back, loved it for the brief time I had it!

I ordered mine February 18 and didn't get it until July 10. Almost 5 months! You aren't alone with the long waits. Good luck getting any info out for the Customer Relations Centre. They are completely useless and will just tell you to work with your dealer.

I'm not sure if I saw this on here already, but my dealer told me today that they have added to the "fix" for the vehicles with multiple leaks present. They are now replacing all of the electrical modules that may have come into contact with water. These are on back order with no estimated availability date (carpets are still on back order too).

My vehicle took 4 1/2 months to be delivered (from the order date) as it was held at the plant, I drove it for 5 days, found water in it and now it is waiting a repair that is likely going to take weeks to complete. My husband is about to factory order a new truck. I have a sneaking suspicion that he may get it before I get mine back....

I agree with what you said wholeheartedly, but my reluctance to purchase a Ford as my next vehicle is not because their was a manufacturing mistake. Mistakes happen.

What goes a long way to correct a mistake? Ford saying 'WE'RE SORRY THIS HAS HAPPENED- we are going to make this right so that you are happy with your purchase.'

What was I told by everyone at Ford outside of my dealership? 'Here's your case number. We are unable to assist you with anything at this time. Please contact your dealer.'

Taking care of the customer and ensuring that they will be returning customers should be a priority.

That is the same run around I have been getting too! 2 1/2 months of trying to speak with someone about my case and not a single returned phone call. Last week I finally got to speak to a tier 2 manager who was supposed to review my case and get back to me last Wednesday. Not surprisingly, I haven't heard back from her and I left her a message on Monday.

I feel for the dealerships as they are taking the brunt of this while Ford Customer Service offers absolutely no support to the dealers and the customers. I am happy that they are stepping up to the plate and doing a thorough fix, however I am extremely disappointed by the way Customer Service has treated me (and from the sounds of things, many other people too).

When a new model is launched they always hold the initial batch of vehicles while they inspect for defects. Although that should only happen with dealer stock orders, not retail orders. Some vehicles may end up being held for several months which is why they don't build retail (sold) orders during that time. Those inspections and delays are standard launch procedure and not directly tied to the leak issue which they probably didn't know about.

 

Had they known about the problem during that time they would have fixed the vehicles before they left the factory.

They knew about the issue before shipping mine. There was the field action service advisory on it (I checked it online). So if it wasn't addressed at the factory, then they shipped it knowing it could be full of water and I find that hard to believe.

God... 2 months... I thought i was the only poor guy until I found this forum.. now I gonna pick up all my broken pieces heart and find out a solution for this mess up.

 

I actually waited 5 months for this vehicle! Ordered in February and received last week!

Once I found out about the leak, I was happy that mine was delayed as I was sure it meant I wouldn't have to deal with the issues that the others have. Unfortunately I wasn't as lucky as I thought.

At least we are all in this together and I have learnt so much useful info being on this forum! I am glad to hear that Ford is stepping up to the plate and I believe that with time they will do right by us, we just have to be patient and trust that it will all work out. I know, easier said than done. Trust me I wasn't patient when I first heard about my delay.

Have you verified if the fix was done? You can pop the hood and look back behind the hood hinge to see if the sealer was applied.

 

If you need a pic, let me know and I can post it again.

I haven't but I will check.

Would you not think though that sitting on a lot for 2 months it would have gotten wet then? Now after one day of rain I am finding that it leaked?

Also, why would they hold it for 2 months, release it and not have dealt with the issue either at the factory or shipped it with instructions for the dealer to inspect or repair prior to sale?

I am wondering if the "fix" might not be working as they thought. Mine was held at he factory for over 2 months. I can't see it not having been inspected and repaired prior to being shipped. I just picked it up Friday, heavy rain on Monday and discovered it was wet on Tuesday. Mine should have been fixed before I received it. Not my dealership's fault since it was released from the factory and they did not receive instructions to hold it or repair before sale.

Unless it did not rain in Oakville since April, my vehicle sat in a lot there for months and if after one day of rain here it got wet, it most certainly should have been wet while sitting in the lot. I feel like mine was already repaired prior to shipping but yet now it is wet.....

Here's the update on my white sport:

Ordered Feb 18

Built March 27

ETA April 19 then held

Delivered to Dealership July 4

Took possession July 10

Despite being held at the factory for a little over 2 months, I found today that my driver side floor is wet (heavy rain yesterday)!

As frustrated as I was at having to wait 5 months for my vehicle I was happy that I would not have to deal with the water issues like those of you that have been posting. It seems that despite whatever was inspected and done at the factory has failed to resolve the issue. I guess now I will be joining the rest of you in having driven my brand new vehicle for a few short days only to be stuck in a rental while I wait for back ordered carpets and such.....

I just got word mine is expected to arrive July 10 (ordered Feb 18). It will be interesting to see if it actually arrives as scheduled (I've heard that before, it was supposed to be delivered April 19). For anyone interested, I never did get much of a response from the Customer Relations Centre. Multiple promises that my case had been escalated and that a supervisor would call me but no one ever did.

Hi Etienne,

What was the outcome? Did you end up getting in touch with the dealer?

 

 

Hey Cheeky,

 

I'm in Canada too - Toronto - which dealership have you ordered from?

 

I'm in Northwestern Ontario

Your edge was built on 4/22 but you still have not taken delivery?

Mine was built March 27 and no delivery. I'm guessing they have know about this for some time.

The weird part is my dealer has been good in keeping me informed because originally it was to be shipped to my dealer on May 8th with a status of "In Transit" Then on May 29th fords internal system had status changed saying "In Production". I'm just glad I haven't taken delievery nor have eta when. I even escalated this to Trica. At least now the puzzle has started to come together as of why the delay.....

 

P.S This was a 2015 Edge Sport

I had the same thing with my Edge Sport. It had a delivery date of April 19 and then suddenly it changed to "waiting shipping". Unfortunately no one has been at all helpful for me and I have gotten the run around from Ford Customer service since I started questioning it in May! I guess I have now figured out why it has been delayed (as well as why no one will tell me when I can expect it).

Just wanted to post an update on our wet Edge- I picked it back up from our dealer last night. The seals are repaired and it's dry- so far.

I'm not sure exactly what Ford is doing and what my dealer is doing, but it appears to me that the dealership is taking the hit financially to try to make us happy.

The reps that we contacted directly at Ford were not helpful- one even leaving a message on the answering machine that they were unable to assist us and to work through the dealer.

 

If your Edge has this problem I hope you'll post the resolution here.

 

I still love my dealership but am VERY disappointed in Ford.

It seems that is the common line from Ford, to work with your dealer. I have experienced the exact same message from Customer Service on multiple occasions. I starting to wonder what purpose do they have since they just want to dump it back to the dealer. In my case one customer service rep even went so far as to enter negative feedback against my dealership because I called customer service for their help!

My 2015 Sport has been sitting at the plant waiting to be shipped for two months, as Wingnut suggested in another forum, it's probably sitting there full of water!

I know one thing. If I ordered an Edge, it was built in March, and has been sitting in the lot since then with the possibility of the leak issue, I'd cancel. No way would I risk it having swamped floors baking in the sun while they figure out which ones are messed up. I'd order a '16 once I know they rectified the leaking issue. Good piece of mind PLUS sync 3.

What is this leak issue? I haven't heard about that one. I heard about a steering column issue and a gas tank issue, nothing about leaking....maybe I should reconsider and wait for a 2016!

Maybe it was built and then surrounded by other cars in the holding lot with the thoughts they'd all be shipped soon. The some sort of hold was put on the ones surrounding your car so it gets delayed behind the others.

 

That is just some crazy wild guess. I bought mine from dealer stock. It was built and delivered in April a few days before I saw it on the lot.

That is exactly what I think may have happened....it's unfortunate they can't just tell me or even better, get out there and move the other vehicles out of the way!

I think it is just not available to the customer. Ford knows exactly where their cars are until they land at the Dealer lot. Much like UPS knows where their packages are.

 

I think as a dealer I'd want this information available for me to keep my customers informed. Simple service to enter the customer's email address where they'd get automated emails telling them their vehicle is now in the holding, now on the truck to XYZ Dealer, arrived at dealer, etc.

This is exactly why I am feeling so frustrated! Multiple calls to Customer Service just end up with the same info, that no one knows when my vehicle will be shipped, only that it is waiting for shipment. It has been waiting shipment for over 2 months (built March 27). I feel that Ford should want their customers to be happy and would gladly share info with us (at minimum provide it to the Customer Service centre and dealers). I find it really hard to believe that no one knows why mine is taking so long nor do they have any idea how much longer it will take, not even an estimate!

Oops, sorry, I should have noticed you are in Canada. Consider Tricia your fallback resource anyway, just in case

I just might have to reach out to her...waiting to hear from the Canadian resource on here. Fingers crossed they can help!

You can also file a complaint to Ford using the following link: https://corporate.ford.com/contact-us.html#tab2

 

Scroll to the bottom and select "Email Ford Investor Relations".

 

As stated, PM FordServiceCA they may be able to help.

 

Another dealer may be willing to help you, you will talk to talk to the person who does ordering at the dealer. Based on my experience, talking to most salesrep will get you nowhere. You need the person who submits to orders to ford.

 

Etienne.

Thank you Etienne. I will try emailing that link. I sent an email to the Customer Relations department and despite an auto-reply stating they would get back to me within 3 business days, it has now been 6 business days and I have not heard a thing!

My dealer has been awesome and I have been working with the guy that does the ordering, unfortunately they can get any info either, all I keep hearing is it is waiting shipment! So frustrating!

On another note, what did you end up doing? Did you get an Edge through another dealer?

Hey Cheeky,

 

16 weeks is definitely a long wait. I would suggest contacting Mariel and/or Kwasi as they are our official Ford reps for Canada. I've contacted them via PM and their forum name is FordServiceCA. They've been great at helping me with my factory order.

 

Thank you! I will definitely reach out to them! I sure hope they can better assist me. The Customer Relations Centre has been a joke. Terrible service and no one can give me anything (despite multiple calls and emails).