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My 2014 Ford Galaxy just cut out on me one day. I had owned it from nearly new (ex-demo) and always had it serviced at a Ford dealer. The dealer diagnosed a faulty PCM (engine management system) at a cost of >£2000. Thankfully Ford agreed to pay 90%.
That was over two months ago, and it still remains unfixed at the Ford dealer. In the process of swapping out the PCM a gremlin has been introduced into the electrical system - as it now states that the engine is immobilised. The dealer has engaged the help of the Ford technical centre and the roaming super-mechanic (only one in Scotland apparently). But it is still immobile.
I'm at the end of my tether. Do I have any rights here? I surely can't scrap a car that previously drove perfectly well until the engine just cut off one day. What would STW do?
Raise a case with Ford motor themselves. Ask to speak to the dealer principle and get a demo from them to run round in.
One option is to ask to px it. But get the px value of a functioning car from them. Might be the cleanest way out...
Thanks for the suggestion Duncan - I'll see with Ford about a possible PX.
The Ford dealer have been nice enough to me so far. It's not the same dealer I bought it off. They've given me a Focus to drive around in the last 2 months, but it's not exactly suitable for a family of 5.
Sounds to me that the dealer has done all they can for you other than sort the car obviously. They have got you 90% off the original diagnosis( I assume it was outside of the warranty period) and also given you a car to drive round in. If the Ford roaming tech is also having problems then it sounds that the solution is above dealer level.
Have you called Ford customer service direct? If not I would recommend you do that today. Explain how good the dealer have been with you but you feel Ford need to help with the situation.
I would only consider the P/X route if you were thinking of it anyway sounds like you've been pretty patient so far.
Hopefully you'll get some resolution.
Sounds like something has gone wrong programming/hardware wise when the immobiliser alignment has/hasn't occurred. Wrong part, failed programming, damaged connector pin. who knows but it will be interesting to find out when they sort it.
Good luck.
Resurrecting my own post.
So the dealer has had my Ford Galaxy for over 4 months now and it still isn’t fixed. They have to be fair done their best and engaged all the support from Ford customer support, technical specialists, including calling out a field engineer on a few occasions. We’ve tried software updates and two new PCMs but the car just won’t start. This is a mystery to all involved as this isn’t actually the fault it went in for since with the old PCM it just cut out sporadically - failing to now start seems to be an issue with the ‘handshake’ process that a new PCM has to go through to introduce itself to the existing components in the car.
Long story short - what on earth can I do? I’ve got a ~£12,000 car that currently won’t even turn on! Ford haven’t given up just yet, but at some point I will need a functioning family car. The only offer Ford have made is a £2000 goodwill gesture off the price of a new Ford.
I would get in touch with HonestJohn - he seems good in these situations at suggesting either other company to have a look or route forward.
Ford is a nightmare.
you need to push to get the regional technical specialist, my galaxy did this a 2010 model ended up being very expensive 1600 pounds, the service guy said that the tech specialist has access to more kit he sorted it out in half a day after the service team changed the PCM and then continued to change other modules for four weeks and were still scratching their heads. it can be fixed but needs to have all the software wiped and the vehicle rebuilt to factory standard
I can't offer any help beyond saying that, to me, you've gone from dropping a £12000 car with a very specific fault at the garage to a £2000 car with a '**** knows' fault and have been incredibly patient.
I'd be looking at escalation both within the dealership, with Ford and via writing to all the motoring press etc that have 'problem pages' and also one of those 'angry people in local papers' stories about how the local Ford dealer has ruined your motor and cost you £10k.
The " Ford garage " will be a franchise and are therefore not part of Ford. Ford will want to sell you a new car and are not going to be much help.
The garage is just a franchise and therefore can't do much more than they have done.
The franchise will tolerate you for a while then will wash there hands of you . The Ford franchise in Peebles has been known to turn very nasty, if they think you will cause problems for them.
Are you at a main dealer or just a garage that sells Fords?
Are you at a main dealer or just a garage that sells Fords?
It's a very small dealer - Ford branded.
you need to push to get the regional technical specialist, my galaxy did this a 2010 model ended up being very expensive 1600 pounds, the service guy said that the tech specialist has access to more kit he sorted it out in half a day after the service team changed the PCM and then continued to change other modules for four weeks and were still scratching their heads. it can be fixed but needs to have all the software wiped and the vehicle rebuilt to factory standard
Stig - can you provide me with more detail please? I have had the regional technical specialist (Scotland) look at it three times now, also with the assistance of a technical specialist in Dublin remote connecting to his laptop. What region are you in? If I can connect the dots within Ford then I may actually get somewhere!
PM sent they did try a remote fix but needed boots on the ground
Scary stuff. I hope a solution is found...