2021 Platinum. 39k Miles. Leaky Shock. ESP Denied

[99WhiteC5Coupe]

The dealers in general are pretty good. It’s the Ford Corporate policies that are horrible.

My experiences with two separate Ford dealers were for the most part, terrible (warranty, Ford ESP and customer-pay work).

The new Expedition I bought was my first Ford in buying new vehicles for at least 40 years. The poor dealer service convinced me to never buy another Ford.

 

[slow3v]

I would call Ford.

Ford literally has a tool for dealers where they can look up the part number and it'll show what warranty covers it, if any. I just had a rear SHOCK replaced in my 2021 Explorer under PremiumCare, no questions asked. YMMV.

 

[Zelf24]

The dealers in general are pretty good. It’s the Ford Corporate policies that are horrible.

I would agree with this.

 

[Zelf24]

I would call Ford.

Ford literally has a tool for dealers where they can look up the part number and it'll show what warranty covers it, if any. I just had a rear SHOCK replaced in my 2021 Explorer under PremiumCare, no questions asked. YMMV.

I did just this. I called the customer advocacy line and unfortunately they washed their hands of it and directed me to the ESP number. The dealer told me that a lot of these loyalty decisions are based on an internal points system. Since I try to avoid a dealership at all costs and do most everything at home, I would imagine that I don’t have very many if that is the case.

 

[slow3v]

This shouldn't be a case of loyalty or not. Someone at the dealer is not doing their job, OR the specific part number is in fact not covered, but the dealer can tell you if you ask a direct question of "here is X part number, is this covered under Y warranty."

Again, YMMV but the rear SHOCK absorber (re: not a macpherson strut assy) was covered on my '21 EXPLORER (different model so it may be different coverage) within the last 90 days under my PremiumCARE coverage.

Sometimes it's a fight, and unfortunately, local dealers can make or break the experience. You may want to look within a 30 mi radius of a higher volume or higher customer sat. dealer. Good luck.

 

[Zelf24]

This shouldn't be a case of loyalty or not. Someone at the dealer is not doing their job, OR the specific part number is in fact not covered, but the dealer can tell you if you ask a direct question of "here is X part number, is this covered under Y warranty."

Again, YMMV but the rear SHOCK absorber (re: not a macpherson strut assy) was covered on my '21 EXPLORER (different model so it may be different coverage) within the last 90 days under my PremiumCARE coverage.

Sometimes it's a fight, and unfortunately, local dealers can make or break the experience. You may want to look within a 30 mi radius of a higher volume or higher customer sat. dealer. Good luck.

I appreciate your knowledge and suggestions so much. Thank you for taking the time to reach out.

 

[Zelf24]

It appears that the discrepancy may be that this is a Platinum trim "CCD" shock, perhaps?

 

[sumner2]

I’m blown away that they say the shock isn’t covered. Im looking at Fords ESP coverage list and it says McPherson struts are covered. Do you have power train only coverage or something? I have a 2018 with CCD and the rears are leaking and just about to make an appointment.

So far that hasn’t covered any issues I’ve had so I’m not surprised.

 

[ryanpe]

I have a '21 Limited with CCD shocks. Same thing but I had a LH front leaking at 30K. I took it in and it was covered with the 3yr 36K standard warranty. I too have been cautious in buying a $74K Ford and opted for the Platinium ESP coverage (bought it from Flood Ford). Knock on wood, I haven't needed it yet. I have 77K on it now and it's been a highly reliable vehicle. The shock and a leaky front pinion seal have been the extent of the failures...sans the many recalls.

 

[Zelf24]

I have a '21 Limited with CCD shocks. Same thing but I had a LH front leaking at 30K. I took it in and it was covered with the 3yr 36K standard warranty. I too have been cautious in buying a $74K Ford and opted for the Platinium ESP coverage (bought it from Flood Ford). Knock on wood, I haven't needed it yet. I have 77K on it now and it's been a highly reliable vehicle. The shock and a leaky front pinion seal have been the extent of the failures...sans the many recalls.

I truly hope this leaky shock is the extent of my troubles. Other than that (and the occasional “thunk” from the transmission when it can’t figure out which gear out of 10), the Ford has been great.

 

[ROBERT BONNER]

This is how they “got me” I believe. A crappy distinction when “shocks” fail at 39k miles, aren’t covered by my Basecare ESP, and a good example of why I’ll probably stick with buying Japanese vehicles again when it’s time to move on from this $81k American Ford…

Not sure it matters....but, the shocks were probably manufactured by KYB....in Japan. I know mine were.

 

[POTTYJOE]

It doesn’t matter what you buy they all have some kind of problem. Engineers have lost their way . We are stuck with companies that are transfixed with self driving vehicles instead of making a vehicle that is smart and a good value. Too much stuff to go wrong . God save us all

 

[ROBERT BONNER]

It doesn’t matter what you buy they all have some kind of problem. Engineers have lost their way . We are stuck with companies that are transfixed with self driving vehicles instead of making a vehicle that is smart and a good value. Too much stuff to go wrong . God save us all

I liked this....and I'm a retired Ford Engineer...

 

[Zelf24]

I liked this....and I'm a retired Ford Engineer...

Robert, I see you're in Denver. I'm Charlotte and it was Randy Marion Ford in Statesville and Mooresville Ford who I was dealing with (on the above) here...

 

[Left Coast Geek]

Not sure it matters....but, the shocks were probably manufactured by KYB....in Japan. I know mine were.

My past experience with KYB shocks, admittedly in the late 80s/early 90s, was they didn't last very long. around 1995 I switched to Boge(Sachs) Progas, which basically lasted the life of the cars.

 

[ROBERT BONNER]

Robert, I see you're in Denver. I'm Charlotte and it was Randy Marion Ford in Statesville and Mooresville Ford who I was dealing with (on the above) here...

I've had good luck with RM Statesville. Mooresville not so much before RM bought them. Shocks are tough from a warranty standpoint. They usually fall in to consumables like belts, brakes, plugs, etc. I know back in the 90's and early 2000's Ford generated a lot of bad blood with customers with the air suspension system "shock" failures that were incredibly expensive at the time. It was frequently cited as the reason for walking away from otherwise really functional air ride systems.

 

[Left Coast Geek]

re air ride, i've owned older Mercedes wagons with hydropneumatic rear suspension, and a newer one with airmatic. The Hydropneumatic used a hydraulic fluid pump stacked on the power steering pump, a leveling valve attached to the rear suspension, hydraulic 'shocks' and nitrogen spheres to complete the rear suspension, based on the old Citroen system... Those rode really smoothly over all sorts of rough stuff. Same era, Mercedes had 4 wheel hydropneumatic, which was even better, on some of their larger luxury cars. As long as you flushed and changed the CHM hydraulic fluid every 10 years or so, those systems tended to work for the life of the chassis (which, on an S124 estate, was quite a long life). The more recent airmatic version, the air 'shocks' tend to wear out and spring leaks after 10 or so years, and while they do level the ride nicely, they don't really have that magic carpet ride of the old 1990 vintage Benzes.

of course, none of that relates to CCD but that has its own bunch of issues. I've heard/read that GMC's Air Ride Adaptive Suspension is better, but has its own issues.

 

[Zelf24]

I've had good luck with RM Statesville. Mooresville not so much before RM bought them. Shocks are tough from a warranty standpoint. They usually fall in to consumables like belts, brakes, plugs, etc. I know back in the 90's and early 2000's Ford generated a lot of bad blood with customers with the air suspension system "shock" failures that were incredibly expensive at the time. It was frequently cited as the reason for walking away from otherwise really functional air ride systems.

Hey Robert,

Traditionally my family has always had good luck with Randy Marion. As for Mooresville Ford, you scared me for a second talking about RM buying them, but I just went to their website and they are still owned by the original owner from 1961 I believe. I'm glad because it is one of the few dealerships in Iredell NOT owned by the Marions.

 

[ROBERT BONNER]

Hey Robert,

Traditionally my family has always had good luck with Randy Marion. As for Mooresville Ford, you scared me for a second talking about RM buying them, but I just went to their website and they are still owned by the original owner from 1961 I believe. I'm glad because it is one of the few dealerships in Iredell NOT owned by the Marions.

Thanks for checking, I had been told that piece of misinformation by a neighbor and never bothered to check.

 

[bryz_expy]

If it makes any difference, I just had a call with my Ford service and my premium care Ford esp. shocks are not covered. Both confirmed it. I have ccd and got a quote of over $4500 for just shocks.

I bought all FoMoCo CCD shocks, upper control arms with bushings / ball joints and lower ball joints plus new tie rods for less than $1500 shipped from RockAuto.
My 2019 just rolled 70k. Front left was leaking. Front right was replaced under factory warranty around 43k. I decided to do all of them just to have all corners refreshed. I finished the front left this morning. Planning to tackle each over the next week and then get it aligned.