Withdrawal symptoms & Service question

[Robert Wright]

I have an issue that some may relate to. I have an 05 Hummer H2 that I used to be my DD. Well that came to an abrupt end when I purchased my Raptor back in 2019. As much as I try to alternate to go back to my Hummer for driving to work it leaves a lot to be desired thus having withdrawal symptoms for the Raptor.

On a more serious note I have the dreaded cam phaser rattle and realize that the Raptor is going to require an extended service visit. The problem I am running into is that I have talked to a service advisor at 2 dealerships and they tell me that I it would take about a week to get the truck looked at and then depending on what parts are needed another 2 to 3 weeks for ordering and scheduling the install. What really ticks me off is that they tell me that other customers vehicles have been in the shop 2 weeks or more waiting for the repair and of course would take priority.

In other words leave your vehicle at dealership for 2 to 3 weeks without a rental. Is there an easier way to get around this issue as I find it unreasonable to have to go that long without any transportation offered.

 

[Turbogoat324]

I’m having the same issue right now. But I was told I wouldn’t even get my truck looked at for 3 weeks. No rental and I work about 35 miles from home so uber isn’t a viable option. Bad situation but I mean what can you do I guess.

 

[goblues38]

In other words leave your vehicle at dealership for 2 to 3 weeks without a rental. Is there an easier way to get around this issue as I find it unreasonable to have to go that long without any transportation offered.

Find another dealer.

Loaner cars are at the choice of the dealer, Ford has no say in the matter.

Some larger dealers will offer loaners as an incentive to buy from them, most do not. It is a Ford, not an Audi. You get what you pay for. The reason an Q7 is $70k and an Explorer is $45k in part is to how Audi runs it's service department vs Ford.

 

[970rap]

My truck has been with the dealer for 4 weeks for a front differential issue. They said they would try to get me a loaner as soon as one was available, which took about a week and I'm still in possession of it. I thought nothing of it, figuring this was standard practice for warranty work that was to take an extended period of time. Maybe I got off lucky. However, I viewed it as some basic consideration in light of this taking forever when it doesn't necessarily have to (it doesn't feel like I am their priority and it seems like this could have been done weeks ago, which may or may not be true).

 

[smurfslayer]

There’s a TSB for the cam phaser park issue. They don’t need to tear the engine down to verify the condition NOR do they need to keep the truck while waiting for parts. Your chosen stealership service department is behaving like my wife when she makes instant mashed potatoes;

Not.
Even.
Trying.

They can diagnose this with a cold soak start up. Follow TSB instructions and return the truck to you while they order parts, then and here is the really challenging part for some stealerships. They have to use this new fangled creation called a “telephone” to contact you and let you know parts are available, schedule your repair that should take basically 2 days.

Not weeks, days.

It’s not that hard.

 

[Oldfart]

There’s a TSB for the cam phaser park issue. They don’t need to tear the engine down to verify the condition NOR do they need to keep the truck while waiting for parts. Your chosen stealership service department is behaving like my wife when she makes instant mashed potatoes;

Not.
Even.
Trying.

They can diagnose this with a cold soak start up. Follow TSB instructions and return the truck to you while they order parts, then and here is the really challenging part for some stealerships. They have to use this new fangled creation called a “telephone” to contact you and let you know parts are available, schedule your repair that should take basically 2 days.

Not weeks, days.

It’s not that hard.

This^! Find a dealer that will order the parts and have you drop the truck when the parts are in. The same thing my dealer did when I needed my rear camera replaced, they called me after several weeks when it showed up. Don't let them act like they are reinventing the wheel for you.

 

[FordTechOne]

Ford corporate will authorize a loaner/rental for any vehicle within 5yr/60k miles with a warrantable repair that requires in excess of 4 hours. It's not discretionary, it's a published policy. If your truck is you're only vehicle, I'd highly encourage pushing the dealer to follow the policy so that you at least have a vehicle to drive. My guess is the Service Advisors just want to avoid the hassle/paperwork of getting customers a loaner. I know plenty of service departments are overworked, but customer service and company policy should come first.

As far as the repair, Ford specifically states that the vehicle should not be taken out of service while parts are on order. Meaning they should verify the concern, order the parts, return the vehicle to the customer, and have the customer return when the parts arrive and scheduling permits. It's a 2 day job.

 

[JefferyGT]

Find another dealer.

Loaner cars are at the choice of the dealer, Ford has no say in the matter.

Some larger dealers will offer loaners as an incentive to buy from them, most do not. It is a Ford, not an Audi. You get what you pay for. The reason an Q7 is $70k and an Explorer is $45k in part is to how Audi runs it's service department vs Ford.

Find a ford dealership that sells Lincoln as well. They usually have nice loaners and are used to customers that demand the higher level of service.

 

[Robert Wright]

Thanks for all the input.
Long story short I had made an appointment through a service rep for the cam phaser and some other minor issues. She scheduled the appt 2 weeks out so that they would have a heads up on what the vehicle was coming in for.
So on the day of my appt I took vehicle in and svc advisor had no clue as to what the vehicle was being brought in for other than I had an appointment. He stated that because they are so backed up that it would take at least 2 days before they could even diagnose the issue. Furthermore it wouldn’t be fair to those that their vehicles have been waiting in the shop for engine repairs. This is when he told me that they were only required to supply a loaner if vehicle is inoperable.

I get that other vehicles were in front of me for engine issues but holy cow that would be unacceptable to me if they have been waiting 2 to 3 weeks for a repair without a loaner.

 

[AlexT]

Ford corporate will authorize a loaner/rental for any vehicle within 5yr/60k miles with a warrantable repair that requires in excess of 4 hours. It's not discretionary, it's a published policy. If your truck is you're only vehicle, I'd highly encourage pushing the dealer to follow the policy so that you at least have a vehicle to drive. My guess is the Service Advisors just want to avoid the hassle/paperwork of getting customers a loaner. I know plenty of service departments are overworked, but customer service and company policy should come first.

As far as the repair, Ford specifically states that the vehicle should not be taken out of service while parts are on order. Meaning they should verify the concern, order the parts, return the vehicle to the customer, and have the customer return when the parts arrive and scheduling permits. It's a 2 day job.

and this is exactly how it worked out with mine

took it to the dealer, made sure they diagnosed correctly (they did not at first...) and then they ordered the parts and called me to pick up the vehicle

two days later I get a call back to drop off the truck for 2 full days

done

overall a great experience with that dealer