RU Kidding Me?

[Bill Schell]

So I'm having the cam phasers and timing chains, etc. replaced on my 2018 next week; which is already making me wonder about keeping this rig long term.

The dealer service agent asks "do you want to include an oil change as part of the service?" I said absolutely - it would be nuts to tear into a motor for this level of repair and not change the oil and filter. She said they have to ask because "Ford does not include an oil service as part of this warranty repair".... WHAAAT???

Let's see, your less than stellar design, which very likely creates metallic debris from the start-up ticking noise, is reason for the repair and loss of oil but you don't include R&R of oil in the repair.




Does this make any sense to any of you?

 

[Gumby]

Actually they do. More than likely you will get coolant contamination when doing the cam phasers. When they did mine, they did the service first (included and oil change) which was charged to me among other issues I had fixed then they performed the cam phaser issue and had to redo the oil change. The second one was N/C. My truck was with them for almost 4 days.

 

[Bill Schell]

Actually they do. More than likely you will get coolant contamination when doing the cam phasers. When they did mine, they did the service first (included and oil change) which was charged to me among other issues I had fixed then they performed the cam phaser issue and had to redo the oil change. The second one was N/C. My truck was with them for almost 4 days.

Yes, they said 3-4 days. Most of the time is to assure sealants fully cure. So you're saying that Ford does cover oil change and/or coolant as part of the warranty repair? Other than confirming both phasers and chains are being replaced, I have no other details and the TSB (that I've found) does not list that level of detail.

 

[Tys expedition]

id just tell them you're not interested in the coolant or oil change at the time of service. I'm pretty sure they'd have to do it anyway as the tear down to replace those parts would probably necessitate it. cant imagine they're gonna leave the oil in it and try to tie the coolant hose up to retain the fluid and then top it off. what a hassle and a mess. id just tell them to service the damaged part and see what happens. lets face it, under warranty if you run into subsequent issues from their service its their problem not yours. i need to do mine and i haven't heard of a dealership not covering that portion of the work.

 

[cmiles97]

Wow you’ve had some serious issues & yes that they want to charge you for the fluids is the worst customer service I’ve ever heard of especially when you most likely dropped over $50k on this vehicle.

I bought a Ford backed extended warranty on my 17 but would be getting rid of it had I had your issues & dealing with terrible customer service.

Over 66,000 miles with zero issues thus far. Now I have a company provided vehicle so won’t be putting too many miles on it in the near future.

 

[Big H]

id just tell them you're not interested in the coolant or oil change at the time of service. I'm pretty sure they'd have to do it anyway as the tear down to replace those parts would probably necessitate it. cant imagine they're gonna leave the oil in it and try to tie the coolant hose up to retain the fluid and then top it off. what a hassle and a mess. id just tell them to service the damaged part and see what happens. lets face it, under warranty if you run into subsequent issues from their service its their problem not yours. i need to do mine and i haven't heard of a dealership not covering that portion of the work.

Agree, seems oil change would be part of the service. I’d wait it out and see what happens; if they don’t do the oil change then raise all hell.


Sent from my iPhone using Tapatalk

 

[Grey ghost]

I'd find another dealer.judge by past performance I wouldn't let any of the Ford dealers in my area touch my car I'd have it done someplace else at my expense the

 

[AKentPhoto]

They could be calling your bluff trying to get a few more coins out of you...
My dealer tried to charge me $300 for lugnut locks that came with the truck anyway....

 

[theoldwizard1]

I hope they are doing the oil pump also !

 

[Gumby]

Yes, they said 3-4 days. Most of the time is to assure sealants fully cure. So you're saying that Ford does cover oil change and/or coolant as part of the warranty repair? Other than confirming both phasers and chains are being replaced, I have no other details and the TSB (that I've found) does not list that level of detail.

Yes, on my invoice I was charged only for the oil change that was part of the service, then when they did the Cam phasers they had to redo another oil change. I suppose if they were really on the ball, they would have saved me the first oil change charge and just did the cam phasers, the N/C oil change due to contamination and be done with it.

 

[AKentPhoto]

If Gumby cares to post a copy of his invoice I'd take that in and ask why your buddy wasn't charged...

 

[Gumby]

If Gumby cares to post a copy of his invoice I'd take that in and ask why your buddy wasn't charged...

I can post it, but I'm in Canada (Alberta) so that may play a role in the US dealers saying "nope".

 

[AKentPhoto]

Creative cropping ftw...

 

[rjdelp7]

So I'm having the cam phasers and timing chains, etc. replaced on my 2018 next week; which is already making me wonder about keeping this rig long term.

The dealer service agent asks "do you want to include an oil change as part of the service?" I said absolutely - it would be nuts to tear into a motor for this level of repair and not change the oil and filter. She said they have to ask because "Ford does not include an oil service as part of this warranty repair".... WHAAAT???

Let's see, your less than stellar design, which very likely creates metallic debris from the start-up ticking noise, is reason for the repair and loss of oil but you don't include R&R of oil in the repair.


View attachment 37240

Does this make any sense to any of you?

Your service advisor sounds like a total A-hole. Tell 'her' , make sure it's changed and your not paying. Go talk to the dealership general manager or the Ford district rep. The oil change cost is under $15 for the dealer Service writers make commission on 'add on' services They can change phasers, without removing the front cover and chains. Ask why chains are being changed. You don't want your vehicle tore apart, if it not needed. I highly doubt both phasers and chains are bad. Sounds like only phasers are being done.

 

[Gumby]

Am I the only one that had the phasers done and an oil change done under the SSM due to contamination? Weird.

 

[Bill Schell]

I guess my point with this is that unless the procedure involves no loss of oil, or they are certain the oil and filter are not compromised by the mechanical parts making noise (message here), why would Ford not just include that as part of the repair? The cost is peanuts compared to parts and labor. It sends the wrong message to the customer.

Her statement was that "Ford does not include the oil change". I have asked for the SSM or TSB number the work is being done to... and have not received it yet. I'll ask again when I get to the dealership - seems perfectly reasonable to know what exactly what they are doing. I was told both cam phasers, both timing chains and tensioners were being replaced; no mention of the VCT solenoids.

 

[Bill Schell]

Update. Had the work completed this week. Dropped off Monday, it was scheduled for 3 full days, and it took 5 days. Found out they opted to do a "body off"... which made me cinch up at the counter . I've heard about them doing this on F-series trucks but not on Expy's/Nav's.

Anyway, they ended up including the oil & filter change. They performed the work under the 60K powertrain warranty and to TSB 20-2166. I see a good many have been asking about the "expected 3Q19 TSB release" regarding the timing chain/cam phaser/VCT problems - it did not get published until 06/04/20. Oddly enough, in all my searches on SSM and TSB's regarding this problem, I never came across this TSB. Hopefully this will help others should they end up dealing with the problem.

https://static.nhtsa.gov/odi/tsbs/2020/MC-10177121-0001.pdf

No problems on the 60 mile return trip home. No leaks, rattles, and no cold start noise... so far. It's both weird and a bit unnerving to know your rig was basically split apart, but I guess that's how they do things these days.

 

[Soliyou]

Yeah, I won’t be able to sleep for some time after this repair.

To be honest, problems like this spoil the joy of owning a new car.

 

[Artie]

Yeah, I won’t be able to sleep for some time after this repair.

To be honest, problems like this spoil the joy of owning a new car.

No joke! We like to buy new and take impeccable care of them... a repair this invasive would be a tough pill to swallow.

 

[Gumby]

No joke! We like to buy new and take impeccable care of them... a repair this invasive would be a tough pill to swallow.

Imagine having the rear main seal and the phasers done too?? I can...