I received a letter in the mail saying that my vin number fell under the FIELD SERVICE ACTION NUMBER: 14M01, FSA TITLE: TRANSMISSION CLUTCH SHUDDER / TRANSMISSION INPUT SHAFT SEAL WARRANTY EXTENSION on my 2012 Ford Focus. I had noticed for awhile before I received the letter, that every time I stopped and then accelerated my whole car shook. So I made an appointment at my local dealership to get it looked at and hopefully fixed. (Note: My dealership was nothing but great to me!)
After running the diagnostics they discovered that indeed, my car needed a new clutch. Ford told my dealer that they would have the new part in 3-4 days. Eight days of keeping in contact with the dealer they called to tell me I needed to come get my car and continue to drive it broken because Ford wasn't going to be sending them a new clutch anytime soon. In fact, it would be over a month before they might have one to send them.
When I contacted Ford with my frustrations about having a national recall without the available parts to fix it and making me continue to drive a broken car, I received an e-mail back with a bold face lie that stated "Please note that, there are enough parts available to service vehicles that are currently experiencing the issue on the transmission." So, I asked if that was the case then why would it be over a month before they would send one to my dealer to fix my car? The next e-mail the "customer service representative" sent was contradictory to the first and stated that she had contacted my dealer (who was NOT the problem) and that "We are still working with the supplier to determine when parts may be available to service all vehicles."
When I wrote her back to tell her that my complaint was not in fact with the dealer but with Ford because they had a national recall on vehicles and not enough parts. I also pointed out that she had contradicted herself by saying in fact they did have enough parts in the first e-mail and then saying they were trying to determine when parts may be available.
And with their "excellent" customer service I was then sent this joke of an apology generic e-mail......
Thank you for your reply. I apologize that my original response did not resolve your concerns.
Feedback such as yours allows us to examine our practices and policies to ensure that we meet or exceed the expectations of our customers in the future.
On behalf of Ford Motor Company as a whole, we regret the circumstances which caused you to write. We hope that we might have the opportunity in the future to restore your confidence in our products and service.
Thank you for contacting Ford Motor Company.
Customer Relationship Center
Ford Motor Company
Thank you for nothing Ford. Hopefully driving my car with a broken clutch doesn't do any further damage since they don't seem to be too concerned with getting it fixed.
Product or Service Mentioned: Ford Warranty.
Reason of review: Poor customer service.
Preferred solution: Deliver product or service ordered.