Ford doesn't believe in preventative maintenance?

A couple of months ago we took our 2008 Ford Escape to the dealership to get some front end repairs done under the extended warranty. In that same visit, we reported another problem where it felt like either the brakes were slipping, or the automatic transmission wasn't dropping down a gear when braking. It's hard to describe unless you actually feel it happen.

Anyway, the front end work was done and the second problem could not be reproduced. Admittedly, it was somewhat intermittent. Our extended warranty repair cost us $100 deductible.

Over the last few weeks, the ABS light and traction control lights were coming on, and staying on for anywhere from a few minutes to half an hour.

My wife made an appointment with our Ford Dealership for last Friday and brought it in. I did a little searching on the web and found that this is actually a fairly common problem with the Ford Escape. Nearly all of the posts that mentioned this problem said it was due to a cracked "tone ring". 58,500 hits when searching for "Ford Escape" and "tone ring".

Sure enough, one of the tone rings was cracked. They replaced the tone ring and the ABS sensor. This visit also cost us $100 (plus other charges for an oil change that we had done in the same visit)

During my internet search, I found one posting that said if you experience a slipping feeling while braking, it was likely due to a cracked tone ring.

That got me wondering if the tone ring replacement might also fix the other problem that we reported.

In the last two days of driving since it was replaced, we have not experienced any of the "slipping". I'm very confident in saying that the tone replacement did in fact fix it.

Now, I'm a little disappointed that this could have been fixed in the first visit, saving us the $100 deductible. But, seeing as how it was somewhat intermittent, I guess that could be excusible.

However, there are two tone rings and only one was replaced. It was explained to my wife, when she asked if both were replaced, that they could only replace one because they have to send the damaged part back to Ford. Since the other is not (yet?) cracked, they couldn't replace it.

That's a bit upsetting. The fact that this problem seems so common, it's probably safe to assume that the other will eventually crack. If it happens while our extended warranty is still valid (until August) it will cost us another $100 deductible. If we're not lucky and it cracks after the warranty is up, who knows what it'll cost us?

Some say that they were told the entire front axle needed replaced at the same time, costing them $500-$600 for the repair.

It would have been nice if Ford and/or the dealership were a little proactive in preventing a future visit and expense.

More Ford Escape Fun -- a GOOD experience this time

Not all bad this time, but since I've whined complained in the past, it's only fair to mention when the experience is a good one.

A little history....

Monday morning:

  • Our 2008 Ford Escape started and ran rough. It felt like the transmission was slipping when pulling out of our parking spot. It had been very cold overnight, so I just assumed that might be why. Once it was warmed up, it seemed OK.
Tuesday morning:
  • Another rough start. More of that "slipping" feeling. Again, warmed up, it seemed fine, although sometimes when accelerating from a stop or a slow roll, something didn't feel quite right.
Tuesday afternoon:
  • After sitting for 9hrs in the underground parking at work -- where it's above freezing -- the truck started fine. While driving through the underground parking, I accelerated lightly and felt slippage, followed by a sudden grip of the transmission. This is probably what it would feel like if you were in neutral, revved the engine slightly and put it into drive. It made the tires chirp on the concrete. Not good.
  • While driving up the ramp to exit the underground parking, the transmission slipped again. I almost didn't make it all the way up. Not good at all.
  • It drove fine to my wife's work. I told her what happened. She called the dealership and was told the transmission guy went home already, but would be in at 7:30am Wednesday morning. She asked if he could take a look at it right away in the morning and they said he could.
Wednesday morning:
  • After leaving the block heater plugged in all night, the truck started fine. I felt a little slippage when we went to Timmy's for coffee.
  • We drove all the way to Orleans and arrived at the dealership at 7:30am and pulled into the service bay.
  • Jim, the "Senior Service Advisor", helped us. We explained the problem. He checked with the transmission guy and was told that he had 3 or 4 cars to do today. It probably wouldn't get looked at today.
  • We had a choice: if it was deemed not serious, he could schedule us in for tomorrow morning and we could take our truck home and back tomorrow. If it was a serious problem, they'd need to keep it.
  • The good: Because we have an ESP (Extended Service Plan), they'd cover a loaner/rental!
  • The bad: they had no loaner cars available, and the liklihood of getting us a rental was slim to none because of the never-ending OC Transpo strike in Ottawa. On top of that, Ford would only approve of FORD rentals -- they won't supply non-Ford rental cars to their customers. That would make it more difficult for Jim to find us a rental. WTF, Ford?
  • Jim told us about some nasty stories he had heard from the other dealerships in the area -- customers irate that they couldn't get loaners or rentals while their vehicles were being serviced. Apparently the cops had to be called to get one customer leave.
  • My wife said that she was told they could take a quick look and maybe take it for a spin if we brought it in first thing this morning. Jim seemed a little surprised, but went to talk with the transmission guy. He agreed to take a quick look.
  • The first thing the mechanic asked was to start the engine and pop the hood. He checked the transmission fluid. It was dry. O_o He put his hand under the bumper and something dripped on his hand. We had a coolant leak. He asked me if I had noticed any puddles under the truck when parked. I said I hadn't. Had it been summer, I surely would have noticed, but with all the snow lately, I hadn't seen anything.
  • The good: a coolant leak is a quicker repair, if the parts are available. The mechanic left and came back to tell us that they had the parts, and a guy who can do the repair immediately.
  • More good: the entire repair would be covered by the ESP.
  • Jim told us it would be a 2-3hr job, if the parts they had matched the truck. We could wait, or they could give us a shuttle ride to work or home. We decided to wait until they could do a more thorough check with the truck on the hoist.
  • A ½ hour or so later, Jim came to the waiting area to give us an update. Parts are confirmed in stock, they match, and the problem was as suspected.
  • An hour passed and Jim again gave us an update: repairs almost done. The mechanic would then take it for a spin to make sure the problem was fixed.
  • Another ½ later Jim came to tell us our truck was ready. The paper work would take another 20 minutes, but we could leave and they would mail them to us.
2 hours after arriving at Jim Keay, we were on our way to work with a working truck.

Needless to say, we were very pleased with the service we received this morning. Granted a little luck was involved that the repair wasn't as serious, but we left feeling that Jim -- the Service Advisor -- and the first mechanic put in additional effort to get us on our way quickly. I don't know what we would have done otherwise. Hopefully that's how they treat all of their customers.

Thanks, and kudos to the guys at Jim Keay Ford Lincoln!


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Trico Neoform wipers the clear winner!

I finally got around to dropping in at Partsource.ca to pick up some Trico NeoForm wiper blades to replace the old OE blades on my 2008 Ford Escape. They were $24.99 each, and the guy at Partsource says I've got a one year warranty on them from today, and if there are any problems to bring them back with my receipt and they'll give me a new set of blades at no charge. A store that honours the manufacturer warranty? That's also $5 cheaper per blade than what Ford charges for the OE Motormaster blades -- the only wiper blades that Ford sells for the 2008 Escape (see below)

Although I haven't yet tried them under normal driving conditions, a quick check after installing them indicated that they do indeed make complete contact with the windshield and wipe it clean. No gaps or streaks, unlike the Armor All wiper blades I had tried.

It might be a bit early to say they're great, but I'm fairly confident that they will live up to my expectations. Hell, even the plastic packaging was easy to open and didn't require scissors!

If you own a 2008 Ford Escape, this is what you want: Trico Neoform Blade, part # 16-2013

Thanks again to Joe for the heads up.

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Windshield wiper solution

It looks like I may have a solution to my windshield wiper dilemma, thanks to a guy named Joe.

Yesterday I received an email from Joe. He also owns a 2008 Ford Escape and had the exact same troubles that I did in finding windshield wipers for the truck. In fact, he also had the same problem with the Armor All EDGE Silicone Wiper Blades that we both purchased as replacements.

Fortunately, he found a possible solution. He came across my blog and was kind enough to share the info with me: Trico NeoForm blade (part #16-2013)

I had read about them in a forum as I was searching for wiper blades, but didn't know where I could find them. Joe found them at Parts Source and said they seem to work fine. What's even better is that they are $24.99 each, compared to Ford's one and only replacement wipers -- the same as what came with the truck -- that cost $30 each.

My wife returned the Armor All wiper blades to Canadian Tire this evening. The girl at the Customer Service counter mentioned that they've had quite a few returns of the Armor All wiper blades. Not surprising.

Oddly enough, there are now two good reviews and two bad reviews of these wipers on the Canadian Tire web site. One of the bad ones is mine.

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Ford (Motorcraft) does NOT make winter wiper blades for the 2008 Ford Escape

I decided to see how the Armor All EDGE Silicone Wiper Blades performed for the snowy drive home. In one word: garbage.

I was a little surprised, considering there is one user review on the Canadian Tire web site that gave them a good rating. I suppose a different size for a different make and model of vehicle might be the difference.

While I was stuck in traffic on the highway, I called my wife and asked her if she could call our Ford Dealership and ask them if they had any winter blades for our 2008 Escape. If they did, I would remain on the highway and go buy some from them.

She called me back. According to the guy she spoke with, they don't make winter wiper blades for the 2008 Ford Escape. The only wiper blades they have for it are like the ones that came with it, for around $30 per blade.

I guess the Ford Parts and Service page is wrong. Listed under The Advantages of Motorcraft® Wiper Blades is "Components to fit every Ford, Lincoln vehicle". If there's tiny print anywhere on there that says "Except the 2008 Ford Escape", I couldn't find it.

I stopped for gas close to home and put the old OE blades back on the truck. They may not be the best at the moment, but they worked a hell of a lot better than the new Armor All ones.

When I got home, I had a closer look at the Armor All blades. These are a flex style blade. When I straightened them out, I could clearly see that the center, where the arm attaches, won't straighten out enough to make contact with a surface. It doesn't appear to be a defective blade, in this case, just a poor design.

So, two thumbs down: one to Armor All EDGE Silicon Wiper Blades and yet another for Ford. But, I will give a thumbs up to Scott Monty for taking notice of my original tweet on Twitter and not simply ignoring it. At least someone there is taking notice.

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Ranting at Ford -- again -- and crappy wiper blades

I had a terribly slow drive in to work this morning due to the snow coming down. My usual 20-30 minute drive turned into over 1½ hours.

Anyway, unless I had the heat cranked and directed at the windshield, the snow was building up on the wiper blades and then icing up. This didn't help to keep the visibility. I've been meaning to get winter wiper blades since last winter, and today I decided would be a good day to finally get around to that.

After sitting down at my desk, I did a quick Google on "winter wiper blades 2008 ford escape" to get an idea of what's available. I had plans to walk over to the nearby Canadian Tire at lunch and pick some up.

Much to my dismay, I found message threads that seemed to indicate that such a thing does not exist, for the 2008 Ford Escape.

What the hell? No winter wiper blades for an SUV sold in Canada?

I continued to read more threads from people who said they even contacted Ford, and were told that they don't exist. In fact, aftermarket wiper blades in general are difficult to find.

One thread did indicate that there was a Trico brand winter blade available. I checked out their web site and found that Canadian Tire sells that brand, but not the particular "winter blade" required for my truck.

So, I hopped onto Twitter and post a quick rant:

"How is it possible that winter wiper blades don't exist for a 2008 Ford Escape, or any vehicle for that matter, sold in Canada? Hello? Snow?"
A few minutes later, I get a reply on Twitter:
@twister65 Let me see if I can get an answer for you.
I was puzzled. Who was this guy?

I clicked his name. "Head of social media at Ford..."

Interesting. Whoodathunkit. Ford is actually involved in social media and monitoring it? I sent him a quick thanks. We'll see what he can find out -- but I'm not holding my breath.

I walked over to Canadian Tire at lunch to see if they had anything. I looked up Ford Escape 2008 in their little wiper blade catalog. Out of the eight or so brands that they carry, there was ONE for a 2008 Ford Escape. One. Armor All EDGE Silicone Wiper Blades. $25 per blade. Ouch. Although they weren't specifically "winter" wiper blades, they did indicate that they were good for snow and sleet, etc.

What other choice did I have? None. One of the workers there asked me if I was in a hurry for them. He said that they were going to go on sale next week or the week after. He couldn't tell me how much they were going to sell for though. I thanked him, but said I couldn't wait.

So back to work I walked, in this crappy weather, and down into the underground parking to put them on. It was easy enough. They included 3 different adapters.

I hopped into the truck and turned on the wipers, then sprayed the windshield with windshield wash.

Streaks. Two large, unwiped, streaks. Right in the center of the driver and passenger side windshield. WTF?

I took them off and double-checked to make sure I had them installed correctly. Yep, they were. Turned on the wipers again. They cleaned the unwiped part off. Sprayed the windshield again. Streaks... again.

I'm hoping that there's some kind of settling while they press against my windshield up until I leave to go home. I kept the old wipers just in case. I really don't want to have to pull over on my way home to switch them back.

At $25 per blade, you can bet that they'll be going back if they don't work.

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The call

The dealership called this evening while I was making supper. Unfortunately, it was just their usual survey regarding the last visit -- in this case, the one where we took the truck to get its tires checked. It wasn't "Michael", so I don't know if this was the same call that we got yesterday.

I gave them a good review, although there really wasn't much for them to do other than to confirm that the OEM tires were crap.

I'll wait for Ford to mail us a survey and comment about the poor quality of the OEM tires since that's not the dealership's fault, it's Ford's.

Jim Keay breaks the silence

Someone named "Michael" from the Jim Keay Ford Lincoln dealership called yesterday and asked for me. But I wasn't home. They left a message with my mother inlaw saying that they would call back.

I assume that they'll try again today, after I get home from work. I'll be interesting to see what they have to say.

I did a search of "Jim Keay" and "FixAuto" on Google this afternoon and my complaint letter that I posted here shows up as the 3rd hit. If I just search for "Jim Keay", my more recent post about not hearing from them shows up 8th.

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