Ford Corporate - has anyone filed a case with them?

[ohmomto2boys]

Try to summarize.... We have a 2013 Ford Explorer, 27k miles, bought it new.

January it wouldn't start, had it towed to dealer, started up in the warm garage so they blamed the cold weather. 2 weeks later, won't start - towed to dealer. Dealer replaced the fuel pump. 2.5 mths later, won't start - towed to dealer. Dealer contacts Ford - they say to replace fuel pump. 2 weeks later, won't start - towed to dealer. Vehicle starts at garage. They want to keep vehicle for a while to see if they can "recreate" not starting.  Last Friday they call DH and say they can't get it to recreate and we are allowed to come get it. DH tells them we are going to go another route.

I call Ford Corporate, tell them the problem and they start a case # for us. They instruct me to call the dealer to let them know someone from Ford Regional office will be contacting them in 2 business days. Ford Corporate instructs me to not call about the case until Wednesday(tomorrow) if I do not hear anything.

Okay - has anyone else done this? What was the outcome?

The woman at corporate asked what resolution we are looking for. I told her we want the vehicle fixed, find the root of the problem of why it is not randomly starting. If that can't be done, we want a new vehicle.

When I talked to the dealer about starting the case #, they said we did the right thing. Get Corporate involved.

Ugh....I just want my vehicle to start.

[Wisconsin Beth]

What is your state's Lemon Law? 

My first Ford Focus had a bunch of issues pop up in the first 6 months.  The sales guy who sold it to me saw me in the dealership one day and we were chatting, I casually mentioned being worried I'd gotten a lemon to him and thinking about looking up the Lemon Law.  I'm pretty sure he had a word with the service guys because after that, everything was fine.  This was in 1991 or 1992 and I know things have changed since then. 

[The Walk of the Penguin Mich]

I friend of mine bought a fully loaded Ford Explorer in 2006. She bought Ford since her family worked for Ford, so she got a hell of a discount on the vehicle.

Anyway, the first year she had the vehicle, she had problems with a leaking sunroof, electrical problems, her back seat broke, a leaking sunroof, electrical problems, leaking sunroof, electrical problems. I think that there were a few more issues thrown in there too. I also suspect that there was a structural defect in the sunroof that shorted out something in the electrical system as those 2 problems were repeated over and over.

She finally got corporate involved. I know she didn't have her vehicle for over a month (as I was part of her transportation) and it seems like they did manage to resolve all the problems. She still has the vehicle and I don't remember hearing her say she had any problems since then. However, I have no idea as to whether or not someone working at Ford at the time did anything to help put pressure on them.

[ohmomto2boys]

We looked up the Lemon Law and it doesn't seem to fall under that yet. We are not looking to make a "deal" on this either. We truly just want it fixed so that I don't have to worry when I go to start it whether it is going to start or not. I have little kids that are not allowed off the bus unless I am home. That is my biggest fear - not being able to get to my kids. The time between the last 2 "not starting" I went straight home from work and didn't make any stops because I was afraid I would get stuck somewhere.   I shouldn't have to do that. The vehicle is new and under warranty. 

Still waiting to hear from Ford Regional. If I don't hear from them today, I will call them tomorrow. I have a case #.

[milee]

Sounds like you're doing the right things.

The only other thing that you might want to try is googling your model year (and model years that are under the same design) to see if anyone else is talking about this problem.  Be sure to google multiple descriptions and key words since everybody phrases things differently.  You might find others have had this issue and it may give you insight to see how they fixed it - or didn't. Even if you don't find others mentioning this exact problem, start a thread on a few of the Ford, car reviewers, car fan, etc websites to see if anybody answers.  Also, one of your threads may attract responses from others who are having this problem. Corporate is much more likely to pay attention if it looks like a potential recall (look at GM and Toyota's woes) than if it's a one off Lemon.

[zibazinski]

I had a ford explorer as well. The one with all the check engine light issues that they hid from the public while soaking you constantly for fixes that never fixed the issue. They knew it and screwed a lot of people. I sold it for next to nothing because of it. I own their stock but I will never buy a ford again.

[Sam_2.0]

We have an '06 Explorer and never had an issue with it. I love that car. Hope that they can find the root problem and get a permanent fix for you, ohmom!!

[ohmomto2boys]

So, I never received the call from Ford Regional in the 2 business days. I called this morning and the person I spoke with contacted the person assigned to my case. So now, she will respond within 1 business day - seriously

Milee - thanks for the suggestion about google. I will do that and put our info out there on one the forums.

Sam - I have had 2 Ford Rangers - loved those vehicles. My brother still has a 1995 Ford Explorer. LOL!  He recently bought a Ford Escape, but still uses his 19 yr old Explorer.

[Deleted]

Here is the list of TSB's for your car.  Reading through them the fuel system seems to be a problem.

www.fordproblems.com/tsbs/Explorer/2013/

Seems there are problems with the electrical connection to the fuel pump.

FORD: IN THE CAVITIES OF A AND H, OF CONNECTOR C3053, THERE IS A POSSIBLE DAMAGED OR LOOSE FEMALE TERMINAL THAT CAUSES THE FUEL PUMP TO BE INOPERATIVE. MODEL 2013 EXPLORER. *PE

Also seems there can be a problem with the push start, if you have that.

FORD/LINCOLN: ON CERTAIN VEHICLES, THE INTELLIGENT ACCESS OR PUSH BUTTON START MAY HAVE AN INTERMITTENT IKT, SIMILAR SYMPTOMS AS DISCHARGED IKT BATTERY. MODELS 2012-2013 F-150, F SUPER DUTY, EXPEDITION, NAVIGATOR, FLEX, EDGE, EXPLORER, TA

[Deleted]

When it doesn't start, is there a strong smell of gas?

[The Walk of the Penguin Mich]

ohmom....

Your car's problems sound like what happened when my mass air flow sensor went belly up. Once the car started for the day, it started the rest of the day. But if it didn't start, it would only start after it got towed to the mechanic's.

It should be relatively easy to determine once you suspect it. You can start the car without the sensor, but you can't drive without it. After my mechanic figured out what needed to be replaced, he had to order the part so I would have been without a car for a couple days. He showed me how to disconnect the sensor when the car didn't start, start the car and then reconnect the sensor once the car was running.

And like I said, once it started for the day, it was usually good until the next morning. I think it was a combination of the coolness of night and sitting a long time since it seemed like it this mostly happened on the cooler mornings (and this was in TX, so not that cold!).

[Deleted]

What does the car do when it "doesn't start"? 

Do you hear anything?

Just nothing happens?