I have been trying to remain patient with Ford Motor Company​ regarding my 2011 F-450. But, Ford's customer service is not making it easy.

Background: The truck started surging when idling back in February. The surging is random, sometimes in excess of 500 RPMs and occurs regardless of the position of the transmission (park, neutral, drive, reverse). That means when you're sitting at a stop light or idling into a parking spot, the truck jumps. Not exactly the safest experience I've had with any of my Ford Trucks​.

I have taken the truck multiple times to multiple dealerships (including Arrow Ford​ and Henderson Ford​.) The first 'diagnosis' was a fan clutch. So, after replacing it, no resolution. Continued worsening and the fan clutch actually went out a few months later. I believe this was mostly due to replacing a perfectly good fan clutch. Although, it is possible that the excessive stress from the engine surging could potentially cause it to fail.

So, after enough irritation and a failed attempt to contact Ford's online customer service request, I wrote a letter to the company in July. August I received a reply that Ford Motor Company would provide technical assistance to Arrow Ford​. So, I dropped it off September 5th. I received one update from the dealership the first week saying they had it in the system and would get to it later in the week. It's been silence from Arrow Ford since then.

I was getting routine updates from the Ford Regional Customer Representative assigned to my case. But, that stopped two weeks ago when I was told that the dealership believed they had an idea what it might be, but had to get it to replicate the symptoms. Now, after multiple voice mails, messages, and emails to both the dealership and the regional CS Rep, silence.

The best part of this is that Ford Motor Company's first response was that the dealerships are not associated with Ford, as they are franchises. This was the same response I heard a few years ago when I complained about another dealership's service department. Meanwhile, the manual says you should take it to Ford Factory Certified Technicians. And, the dealerships bear the Blue Oval and boast of their FORD FACTORY CERTIFIED TECHNICIANS.

If I don't receive response soon, I'll give Mark Fields (businessman)​ one last chance to save a customer. And to answer the obvious question, I dislike the other two competitors so much I've let it get to this point.

Here's one example...



#fordprobs