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13N02 - Extended Warranty Coverage on Brake Booster

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First time I bought a Ford and I'm also kind of having regrets because of their customer service

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Still nothing.

I called the Ford Customer Service 800 number and started a case. I was told I would be contacted by my regional service manager within 1 business day. Still nothing and I'm more than halfway through the 3rd business day. I called the 800 number again this morning and was told the same thing again.

Well, my Service Writer did call me on Friday to give me the Ford 800 number. Thanks, I already called it before you called to give it to me.......

I talked to my Service Writer yesterday and he said he's just waiting to hear from someone else.

This is beyond ridiculous.

How freaking hard is it to get some sort of resolution???

I'm pretty sure this will be the last Ford I ever buy.

landon_chris,

 

If you have a case number please PM it to me and I’ll take a look.

 

If not, please PM the following:

 

Your full name, VIN, mileage, in-depth details of symptoms, dealer name/address, and best contact number.

 

Once, this info is received I’ll loop in a customer service manager in your region.

 

Have a great day! :)

 

Tricia

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So I should go to the dealer, sign the waiver and then drive my unsafe car all the way across town to another dealer who may or may not grant me a loaner car until these parts are manufactured, shipped, received and installed?

Or I should shell out the money for a tow to another dealer? And wait. And wait. And wait.

And maybe I'll just shop around all the dealers until my car finally gets fixed.........what a great solution.

 

How about Ford backing up this warranty issue with a loaner car program until the parts are available?

What is the point of having a customer service/satisfaction department if they do not return phone calls?

 

This is the 3rd(Escort & Mariner previously) and last Ford I will purchase. Had a salesperson call today to try and talk me into trading the car in for a new model for more money. Why should I go Ford again if this is the service I get when a legitimate warranty(and more importantly safety) issue arises?

 

No you should not have to do this. But you have to understand that dealers are independent businesses that Ford has virtually no control over thanks to 60 year old franchise laws. As you can see Ford does care by putting reps on forums like this one and that's the best way to get help when the dealer isn't doing their job.

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I finally got the car back on Thursday last week. My service writer was able to obtain the part from another dealer. I was however charged for a brake fluid flush. I don't know if this is a common practice when replacing the brake booster.

I DO KNOW that I had the fluid flushed when the master cylinder was replaced a few weeks ago.

Was this an attempt to make a few dollars off me? I hope not, but I honestly really don't care at this point. I am just happy to have my car back and it is driving great.

I will not take my car back to this dealer for service. I think it would be worth my while to find another authorized service dept. in my area.

I think Ford should revisit this issue and at least issue loaner cars when this warranty issue arises. IMHO, this still probably should be a recall, but I guess that would cause such a huge problem for Ford. I couldn't imagine the droves of people showing up......................

Overall disappointed with the corporate Ford customer service.

This forum is an exception. Thanks to Tricia for being the ONLY person from Ford other than my service writer to reply to me.

Thanks to this forum and the mods for allowing me to vent and also for providing me with the best information available.

Cheers!!! now I need to get out and drive!!!

Thanks again

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I hope your patience pays off in spades, and that you can put this episode behind you. I can see the need to bleed the brake system afterwards, but not a flush. Did this dealership also perform the MC replacement? They should have known the flush was done at that time.

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This forum is an exception. Thanks to Tricia for being the ONLY person from Ford other than my service writer to reply to me.

Thanks to this forum and the mods for allowing me to vent and also for providing me with the best information available.

Cheers!!! now I need to get out and drive!!!

Thanks again

 

Hey landon_chris,

 

I'll pass these kind words along to Tricia. Remember, we're only a post away if you need us.

 

Todd

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When did this recall go out?

 

I bought my Edge in 2011 when my Escape was 12 years old and had 150k on the dial and the alternator went for the 3rd time. Since it was late at night and I had 2 hungry and cranky kids in tow, I signed whatever they gave me and ended up buying a service package. It was my own fault for not paying attention, but I figure it's not a bad plan for a single mom of over active scouting boys. I have taken my Edge to the dealer for every oil change and no one mentioned a recall. Is it up to me to find out or them to at least tell me while I am standing there?

 

My brakes started hissing last week and a quick search brought me to this forum. I don't mind the recall, it happens, and it sounds like Ford is making it right by the owners, but the dealership is currently on the top of my hate list!

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Jo Marie,

 

This really wasn't an official recall that you'd see on national news but rather an extended warranty program IF you experience problems with your brakes. Click on the link below and download the PDF document and it will explain the program. You should have received similar in the mail.

 

13N02 - Brake Booster Warranty Extension - 2010 thru 2013 Edge and MKX.pdf

Edited by cobrajunkie
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Need Clarification on FIELD SERVICE ACTION NUMBER: 13N02 FSA TITLE: EXTENDED WARRANTY COVERAGE ON BRAKE BOOSTER. I took my Edge to the dealership to get this done, I don't jerk around with the brakes, and I was told unless my car is experiencing the symptoms of the problem they will not even try to fix it. So, I thought, is this right I have too wait until I hear a "hissing noise" or spongy like pedal break!! Has anyone had had the same results or is only me?

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The extension is not "preventive maintenance". Unless you have visual confirmation that the booster is bad, or experience the symptoms described, there is no reason to replace the booster.

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Need Clarification on FIELD SERVICE ACTION NUMBER: 13N02 FSA TITLE: EXTENDED WARRANTY COVERAGE ON BRAKE BOOSTER. I took my Edge to the dealership to get this done, I don't jerk around with the brakes, and I was told unless my car is experiencing the symptoms of the problem they will not even try to fix it. So, I thought, is this right I have too wait until I hear a "hissing noise" or spongy like pedal break!! Has anyone had had the same results or is only me?

 

It's an extended warranty not a recall. It would be stupid to replace perfectly good boosters just because a few of them are bad. And the failure isn't catastrophic. Just keep an eye out for symptoms.

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I find it repulsive that a salesman called to sell you a new car. I guess the sales and service department have no shame when fords screw-up creates a need for a car.

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I believe I'm experiencing the spongy brake pedal. I just replaced the front roots and pads on my '11 Edge Friday afternoon, for pulsing. 56.6k miles on it. Brakes fine now, no pulsing. However, if I continue to press the brake pedal after stopping, it will go to the floor. Sound like the booster? I never noticed this before Friday, but then I never had a reason to stand on the brakes.

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I believe I'm experiencing the spongy brake pedal. I just replaced the front roots and pads on my '11 Edge Friday afternoon, for pulsing. 56.6k miles on it. Brakes fine now, no pulsing. However, if I continue to press the brake pedal after stopping, it will go to the floor. Sound like the booster? I never noticed this before Friday, but then I never had a reason to stand on the brakes.

Actually it sounds like you have air in the brake. Who replaced the pads for you? Did they Bleed the brake system? Are there any oil leaks? I think this is a serious safety issue, you need to check it fast.

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I replaced the pads and rotors. No, didn't bleed the system. Didn't see any leaks.

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If there was air in the lines, wouldn't pedal pressure increase when you pump the pedal and pressurize the system? Mine doesn't, but the pedal pressure remains constant. Also, the pedal does not slowly fall when pressed. It remains in place with normal foot pressure. It will only go down if I exert more force on it.

 

I'm not saying it's not air, but it doesn't seem to fit the symptoms.

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Air is compressible. Fluid isn't. If there is air in the line then the pedal will be mushy and the pedal can be pushed further down as the air compresses. It definitely means there is air somewhere in the system or there is a leak.

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Air is compressible. Fluid isn't. If there is air in the line then the pedal will be mushy and the pedal can be pushed further down as the air compresses. It definitely means there is air somewhere in the system or there is a leak.

Ah, makes sense.

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I bought my '11 Edge in a Carmax dealership. Do I need to take it to a Ford dealership to take care of this issue or would I be able to take care of this through Carmax?

Edited by Rsobrino

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Thanks akirby for your reply. Wanted to share that I called the closest Ford dealer this morning at 7:45 am. They told me to come in at 8:30, once there about 25-30 minutes later they confirmed what I already suspected that the brake booster was damaged. They informed me right away about the extended warranty and fixed the car right away. I got my car back at around 12:30 pm after they picked me up from my house.

 

The dealer is Autonation Ford in Phillips Ave. Jackonville, FL. Great costumer service specially the representative who I talked to the whole time Ben Simpson. Kudos to them.

Edited by Rsobrino

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