Re: Ford EcoSport 1.5L AT: Transmission Control Module replaced under warranty at 26,162 km Hi Friends,
Want to share with you all a harrowing experience I had during a service visit recently.
Before I proceed, would like to give a brief background. I had purchased a Diesel Ecosport (Titanium) in June 2014, after a 6 month waiting period. Fully satisfied with the performance and maintenance cost, I recommended the same to a couple of friends, who too became proud owners of a Ford.
Then, in Jan 2018, I was looking for an automatic car and relying on the faith Ford had managed to develop in our minds over last 4 years, I bought an Automatic Ecosport Petrol. (infact we purchased 2 of them together in the family). The diesel has run 77k kms, without any issues and the newer Petrol AT is below 20k kms as of now.
On Sunday, the 5th Jan 2020, I went for the scheduled 20,000 km service of the Petrol AT model to Harpreet Ford Service Station, Jehangirpuri, New Delhi. We have been regular visitors to this service station and the staff, Rakesh Saini, Kuldeep Arya and Fateh Singh are all very cooperative and courteous.
However, this time the experience was very different and literally has shaken me.
Like always, I visited the online service cost estimator and get an estimate of 5300/- including 699/- for brake fluid.
The service advisor, on arrival at 9.20 AM, gave an estimate of 8000 plus. I questioned regarding the breakup, and he informed me about Brake System bleeding and Throttle Body Cleaning, which were not there in the estimate generated on-line. When I asked if these are recommended on 20,000 kms by Ford, he readily deleted the two items.
Then, he informed me of a FSA issued by Ford in Oct 2019, whereby all vehicles (AT) manufactured from 2012 to Aug 2017, had to undergo a clutch housing rework, and some “O Ring” needed to be put in, to which I had no option, but to agree.
The Engine oil, Oil filter were changed and some routine things done, thereafter I was informed that everything has been done and vehicle was to go for washing.
At this point the nightmare started. The vehicle failed to move either forward or backward, despite engaging the gear lever in D, R, S position and RPM being pushed to 4000-5000 range. The team told me that after FSA, some reprogramming needs to be done. They attached a laptop and some device to the OBD port and repetitively checked – the error message showing on the screen was “Clutch Travel Time Test – FAILED” and “Clutch B stuck”
Several attempts were made, but it failed to budge. Then the “O Ring” put in the clutch housing (at the bottom of the hood) was removed. Still, the vehicle did not move. From 9.20 AM, we were at 1.30 PM now. Then, a similar part accessible from the top side of the engine (it is dual clutch system) was removed, and refixed. This time the vehicle moved a bit on increasing the RPM, but the pickup was far too low. And the diagnostics software showed “Clutch Travel Time Test – FAILED” and “Clutch A stuck”. The team tried their best till 3.30 PM, post which they asked me to leave the vehicle, saying they would have to open the entire transmission and locate the fault. They also informed me that an Engineer from Ford Technical support was scheduled to come on Monday, 6th Jan to the workshop, and they would ask him to diagnose the issue. I had no choice. I did not hear from them till the evening.
On Monday, 6th Jan 2020, I called the service advisor around 10.00 AM and was informed that they are going to try changing the TCM (Transmission Control Module) and he would inform me the status. There was no revert till 3.00 PM despite several calls. Then one of my calls was answered and I was told that the vehicle is running now, and was about to be taken for a test drive on the nearby Delhi-Sonepat Highway. The service advisor, on being asked, informed me that no parts have been changed and the TCM and Clutch housing etc., everything is the same/ original. The vehicle was dropped at my house around 7.00 PM.
The concerns –
1. I am still not aware what had gone wrong?
2. How the vehicle started moving again – Just by luck?
3. Whether the O ring is there or not, now?
4. Whether the entire transmission has been opened to fix the fault?
5. Whether the Ford Engineer really saw the vehicle or it was just a story?
6. If any parts have been changed and substituted with some used parts, just to get the vehicle moving?
The pick-up and smoothness are lesser that what was there before this incident.
In short, the vehicle is no more a sealed, all original, single hand, reliable work horse anymore. Throughout my drive to my office now – 70kms daily, I have a tension in my mind – whether the vehicle is reliable any more or not. Whether, it will get stuck on the highway. Whether all parts, nuts, bolts are tightened to the factory level or not. Whether some used part has been replaced inside…..etc…etc….
And now for the smaller (but troublesome) issues –
1. The attempt by service advisor to include brake bleeding and throttle body cleaning, even though these 2 items are not on Ford’s service cost estimator tool.
2. The petrol tank was at half level when I had given the vehicle and little above the red portion when I got it, a lot of fuel had been wasted in the checking (idling RPM to disengage the stuck gear/clutch)
3. The final bill told to me on phone included an amount for brake fluid, while it was never changed. It is unethical to skip brake fluid change (recommended by Ford in service cost estimate tool) because I had mentioned that Brake bleeding was there in the estimator tool. This amount was removed when I mentioned that no fluid has been changed. Hope, it will not affect the performance, safety and warranty of the vehicle.
All in all, it was a really bad experience for me after the 6 trouble free years of ownership of 2 Ford vehicle (and several others in family and extended family).
I wrote a mail to Ford Customer Service, explaining the whole thing. They did respond and post checking with the dealer, called me up with a bigger surprise. They told me that along with the FSA and routine service, as per service centre records, a door latch had been changed under warranty (the vehicle is under a 3-year warranty). I had no issues with any door and had not even mentioned any door related concern ever…..God knows whom they used the part for…..after claiming it from FORD.
The matter is still Work in progress. The concerned Service Advisor has called up twice apologizing for the whole episode. Please share your thoughts. |