2012 Ford Escape from Keith Hawthorne in Charlotte, NC
*10-17-11 Took to Bill Smith Ford for problems
with Sync system/ conversations
understood on the receivers end, problem get worse with speed
performed, was told it worked with
technicians phone (Droid)
– Did not
back to bill Smith Ford for same problem and enclosed a jump drive
With recorded conversation for technician
to listen to. Technician called in sick.
*10-25-11 Picked up car
from Bill Smith called Ford to check for other resolutions and was told
by Ford that they
wouldn’t have any solutions until the updates can out sometime in
to Bill Smith Ford for service – record was VOIDED
*11-10-11 Took car back to Bill Smith Ford –
replaced module and wiring harness – Did
not fix problem
so the original parts we put back into car. Did not fix problem
11-14-11 Called Ford customer service
800.392.3673 spoke to Leroy. I mentioned the NC Lemon Law and he asked me if I
was interested in the Buy Back Program. I said I didn’t know what it was but
that I would be interested in learning about it. He said someone would call me
within two days. Case #0467783181
11-17-11 SaraKate Inmon 866.631.3788 ext.
77791 called me on my way driving back from Raleigh in the Escape; she had difficulty
understanding the conversation through the Sync system. She told me to take in for service again.
*11-18-11 Took car back to Bill Smith Ford left
my cell phone and got a rental car. Tony said technician was on the phone with Ford for 4
hours. Tested my phone on my car and another car on
the lot and had the same problem. – Did not
11-20-11 Paired my phone with
brother-in-law’s 2011 Ford F250 Sync system –worked great
11-28-11 Called Sara for follow up – left message
11-29-11 Sara called to say it was a phone
issue and e-mailed me a copy of tested phones.
Sara offered for
me to purchase a phone from the list. All
phones on the list are obsolete and can no longer be purchased. I borrowed a Motorola
Razor flip phone from an employee and tested it with my car. Same problems. I emailed Sara the audio file. (see
e-mails from Sara dated 12-2, 12-5 and 12-6-11)
11-30-11 Picked up “Oasis” report from Bill
Smith Ford. Sent Sara e-mail. Left Sara voice mail.
12-1-11 Went to Enterprise Car Rental to
pick up receipt from service date 11-18-11.
Called Tony BSF
said his records showed service dates 10-17, 10-25, 11-10 and 11-18-11.
testing the “majic phone” that worked from the service technician. Tony said he
would check with Bruce the service manager. Called sara at 1:45 PM left
message. Sara called back at 2:45.
12-6-11 Mailed second lemon law letter
to Ford per warranty certified mail.
12-7-11 Sara and “engineer” called.
First said it was a problem with the service provider (Verizon) and wanted to
relocated the microphone per TSB. Sara called it a “perfect storm”. The “engineer”
said that Bluetooth compatibility did not mean good quality.
12-13-11 Picked up papers at BSF. Received
e-mail from BBB. Called Sara.
12-20-11 Received e-mail from BBB with Ford’s
“offer”. To have “an Field Service Engineer (FSE) inspection/repair” see e-mail
*12-29-11 Took car to Keith Hawthorne (dealer
where purchased) Technician drove car and verified the problem (worse at higher
speeds). Recommended replacing the rearview
but did not have one in stock.
*1-20-12 Took car to Lumberton Ford to meet
with a Field Service Engineer (FSE) that took over 3 weeks for Ford to
schedule. FSE name; John Sapilaek; I arrived at 9:30 A.M.; I questioned where the
FSE got his engineering degree from and he said he didn’t have a degree. I told
him that I would be staying with my car 100% of the time. No one said it would
be a problem; explained the problem again. The FSE never asked what phone I
had, the name of the service provider, did not drive my car and never listened to
a phone call. I rode in the vehicle into the service area where once again the
first thing John did was to hook up a laptop and check for updates. John then decided that it could be a loose
wire connection and that he wanted the technician to tear into the center
counsel (during the updates and currently I am sitting in the back seat) they
said they needed more room so I moved my laptop and belonging to the hatch and
proceed to try to work from there. Said the technician might be nervous and
make a mistake. The technician removed one part and then at 10:35 they asked
for me to leave; I refused I said I was told I had to be there and so did my
phone and that I needed to speak to someone else. I also spoke to Dan Floyd
John would not get the person on the phone that had made the arrangements. At
10:40 they stopped working on the car, technician smoked in the shop. No one
was around the vehicle for another 35 minutes.
I was told I could wait in the waiting
room that it would take several hours to look for the loose connection. I said
this was unacceptable and that I would be leaving to return to work. As I was
leaving in the car Charise Weaks Tennille called; I told her I would call her
back. She called the office and spoke to Mike Dixon. I called her back while
driving back and left her a message.
Called NC Department of Justice. Spoke
to Jessica and filed complaint on line.
1-25-12 Received copy of letter sent to
Ford from NC DOJ
2-4-12 Received copy of Ford’s
response to DOJ. Apparently I now have a transmission” problem.
2-7-12 Call Jessica at DOJ recording
said she was out of office until 2-8-12
2-9-12 Called Jessica at DOJ said no
one with DOJ’s office would attend the mediation as an observer. I could file a
complaint about car companies
*dates that I have
work order for service repairs
2-24-12 Went to BBB Autoline arbitration in Raleigh, NC decision was to be rendered in 3 business days. The arbitrator requested additional information from Ford as to why my service visit to Bill Smith Ford was voided on 11-4-11. Ford was to check with the dealer, get back to the arbitrator and I would have a chance to respond.Three days came and went with no decision.
2-28-12 Received an e-mail from Santiago at the BBB Auto line with a copy of updated cell phones that Ford has tested; my phone was on the list. I was required to respond via fax.
2-29-12 I replied via fax stating that I received the phone list update. This information was not in question during the arbitration; only the visit on 11-4-11.
3-2-12 I received a phone call from Santiago Gonzalez with the BBB Autoline stating the arbitrator was requesting for me to allow a "technical expert" to look at my vehicle. The BBB Autoline hand book on page 13 "at the request of the arbitrator or by agreement of both parties, we will make every effort to obtain an impartial technical expert to inspect the vehicle involved in the dispute. In some cases, to the extent of the law, we will automatically appoint an impartial technical expert to examine your vehicle PRIOR to the arbitration." So why was this requested 7 days AFTER the arbitration hearing??? When I asked Santiago what the qualifications of the "technical expert" were and all he could tell me was that he/she would be an ASE certified mechanic. To me that did not qualify as an "expert" on the Sync system and I rejected the offer.
3-6-12 I called the BBB Autoline for a status update. No new information.
3-8-12 I called BBB Autoline, William Clopton, (original case worker) for a status update. Left message.
3-8-12 I received the arbitrator's decision via e-mail from Santiago at 12:11 PM.
DECISION: REPURCHASE DENIED. The arbitrator agreed that I met all requirements of a repurchase.
CONCLUSION . "the arbitrator finds by greater weight of the evidence that there is uncertainty regarding whether the alleged defect is, in deed, a manufacturing nonconformity."