Toby99

Johnny, What you wrote is almost exactly what has happened to me at three different dealerships. It's the reason I mailed a letter directly to Ford executives. Another one will be sent shortly. Why are the service departments and field service reps saying it's the transmission programming code? I asked that question but received no reply. Has anyone considered it might be a power train component problem, the whole transmission, torque converter, maybe it's the engine. One thought that leads me there is why the buck/surge appears go away when on cruise control. The other question is why others are not complaining? If their vehicle does not have the problem then there's something wrong with ours. Either way it's a defect and should be corrected. If it's only a few vehicles, replace the engine or transmission in our vehicles and fix the problem. I'm sure Ford can afford it. So if our vehicle's headlight would not turn On but no one else had that problem, Ford would not be concerned about fixing ours? Appears to me it's a design problem with the new eight speed transmission and Ford is hoping we will give up and live with the problem. Has anyone called the 313-518-7309 phone number posted earlier? I believe the poster said it was Ford engineering.

Kcbbriggs, You will need to open a new case with Ford Customer Care. Their number is: 800-392-3673. From my experience don't expect much help. They just take information and give you a case number. You have to be polite but assertive to get action. Ask for a call from someone that can help you. You may also want to send Ford a letter stating your concerns. Earlier in the thread I gave the mailing address and names I addressed my letters to. Here is the latest replies from Ford dispute resolution team. FSE mentioned is the area Field Service Engineer. Good afternoon sir, I have discussed your concerns with the FSE, as well as looked at the TSB in question. At this time Ford Motor Company believes the vehicle to be repaired, and is operating as designed currently. While I appreciate that you may not accept this, I would direct you to the back of the warranty guide for more information on how to settle disputes. And after I questioned the above reply, this. Good afternoon sir, The TSB was completed as required, and identified the concern in the vehicle. We are confident the vehicle is operating as designed. Time for another letter to Ford executive team.

Johnny B, yes, interesting that a TSB 19-2331 was performed and the TSB had nothing to do with our issue. I was not given the opportunity to talk to the FSE even though I had asked when the person would be at the dealership. I have the FSB's email address but do not receive any written responses to my emails. I have also emailed the dispute resolution specialist several times but only receive a read receipt.

Had TSB 19-2331 performed on my Edge. I am still feeling the buck/surge and can see the tach jumping at around 20mph on initial drive. Updated Ford via email that the TSB did not fix the problem. Question for others. The service department stated it will take up to 2,000 miles for adaptive learning to update, and I guess fix the issue. I have read, I believe here, someone mentioned their service department stated if could take up to 500 miles for adaptive learning. Is adaptive learning actually involved or is this a standard statement to get the vehicle out of the service department? How can one service department say 2,000 miles and another 500? Could this actually be an engine issue and not the transmission?

Mikey, I tried cruise control at its lowest speed, 20 mph, and I also noticed the smoother drive. No buck/surge. Thanks for pointing that out. I received a phone call from a consumer affairs legal analyst with Ford's Dispute Resolution Program. We talked and I explained the Edge problem. I emailed all the documents I had physically mailed to Ford. Several days later I received an email with a service appointment in December. Ford's field service engineer for my region will be at the dealership to work the problem. No idea what will be done. I will update them with what Mikey found on cruise.

Lann, Please post the TSB number you are having done on your vehicle. TSB 19-2313 is dated 16 October 2019 so it may be different from the one you are referring to.

That's positive news on TSB 19-2313. Please let us know the results. I received a call from Ford Dispute Resolution today. We discussed the problem and I provided all the previous documentation via email the person calling. Will be interesting to hear what will happen.

JohnnyB, Sorry to hear you are yet another Edge owner with transmission issues. Though I doubt it will help, you did correctly by talking to service and contacting Ford Customer Care. Here is an update on my issue. Near the end of September I mailed an extensive document package to William Clay Ford Jr., Executive Chairman, Jim Hackett, President and CEO, and Dave Filipe, President of Powertrain Engineering. The documentation included a cover letter explaining the issue with the 2019 Edge. It also included copies of my three service visits and this forum post from start to mid September. Several weeks later I received an email from Brad Simmons, Ford's Director of Community Outreach. Below is his email. Dear Richard, Your letter to Bill Ford has been forwarded to our office for reply. Please know that we do care about the ongoing problem you are having with your 2019 Ford Edge and understand that you are disappointed with the service you have received thus far. I have personally forwarded your letter to the manager of our Customer Service team requesting a review of the matter. A member of the team will be in touch with you as soon as possible. We truly hope this problem can be resolved to your satisfaction and that you will remain a member of our extended Ford family for many years to come. Our warmest good wishes to you. Brad Simmons Director, Community Outreach | Office of the Executive Chairman | Ford Motor Company After several weeks of no contact by the Customer Service Team I emailed Mr. Simmons and asked for assistance. As of today I have not received a reply from him nor have I received any contact by Customer Care. I will also mention that I have not received any contact from Jim Hackett or Dave Filipe. Should you decide to do the same, and I recommend you do, here is the contact information I used. Ford Motor Company 1 American Rd. Dearborn, MI 48126 Attention: William Clay Ford Jr., Executive Chairman Jim Hackett, President and Chief Executive Officer Dave Filipe, Vice President Powertrain Engineering

Well guys I have nothing good to report. As noted above, my visit to a third dealer service department gained nothing. A week or so later the service department did real back to me Ford's answer to their TAC case. Not quoting but essentially "Tell the customer what they are experiencing is normal". I asked for a copy of Ford's reply but have not been given one. Not sure what else to do.

Not questioning your thought but if it was as simple as calibrating the PCM/TCM, why hasn't any of the three service departments I have had the vehicle at tried that fix? They also claimed to have talked to Ford. I still cannot understand why service departments say "it's normal operation".

After a week in the service department, here's what was written on the service ticket. "Normal operation at this time. Set up TAC case with Ford. Waiting on response from Ford on TAC case. When Ford notifies us will contact customer." "Test drove vehicle and verified customer concern. Felt issue as customer described. Took readings from like vehicle and compared to customers. All normal at this time. Transmission shift logic's compar ......…" ? That is all I know at this time. Tech's write up stopped so I don't know what else was written. Will try to find out. Here is how I read it. Tech confirmed what I described the vehicle is doing. Compared to another like vehicle. It was doing the same. All or most Edges have the same problem. Ford has not provided service departments with information on similar issues so tech filed a TAC (?) with Ford. Waiting for Ford to respond. Anyone know what a TAC is? How long do customers wait to receive an update?

None yet. I have another service appointment for this Tuesday. Will update with results.

Made contact with my third dealership service department. Spoke to the service manager. He actually came here and read all the posts on this thread. Encouraging. Next step is to schedule a service visit. Might be a delay but will post results.

Well, this is getting worse with each new post. Looks like I'll be printing out this whole thread and hand to the tech at my next service appointment.

I suspect akirby is referring to a similar issue with the Edge ST. Here's a link to the ST post. Page five has a service record from Fingernip showing replacement of the torque converter. https://www.fordedgeforum.com/topic/26544-poor-trans-shifting-theory-investigation/?page=5