Last post on Oct 31, 2011 at 3:14 PM
You are in the Ford Explorer
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Ford Explorer, Mercury Mountaineer, SUV
#1579 of 3348 Problems with 2002 Mercury Mountaineer
Oct 02, 2003 (9:00 am)
I need some help with a problem I'm having with my new 2002 Mercury Mountaineer. I had taken my car to the dealership because the cds in my 6-disc cd player was jammed and I couldn't get them out. They replaced the cd player and I had requested for them to return the cds once they got them out. That was 2 months ago. I constantly had to be calling them to get my property back, but their reply was we are working on locating your cds. Finally after 2 months they said that they could not locate them and would reimburse me for my lost cds. Problem Resolved. I took it last weekfor an oil change, an alignment, and to get the brakes checked because it was vibrating when I applied the brakes. Well I got my truck back and the service technician told me the brakes were fine and they shouldn't have anymore problems. WRONG! As soon as I drove off the lot the car was vibrating again. I took it back to the dealership for a 2nd time and I was told my brakes were rusted and had deep pits and they would replace it for free since it was under warranty. I picked it up again. Now the car vibrates at about 40-60 mph. I have called Mercury Corporation and placed a negative feedback against the dealership and am having to go to the dealership for the 3rd time in the same week. Is there any advice anyone can give me on how to get my truck repaired completely?? I love my truck, but if this is the headaches I have to deal with everytime I take it to the shop I would rather get something else. All I want is my truck fixed and driving how it was driving when I first bought it. If anyone can help me out please post something on this board or email me directly at Sebring017aol.com. Thanks
#1580 of 3348 sebring017
Oct 02, 2003 (9:40 am)
Well, the first thing you should do, of course, is to continue to give the dealer negative feedback. That always helps the relationship. Have you considered that the problems with your car are not the fault of the dealership, but the Ford factory that built them? The dealer is trying to repair the mistakes Ford made originally, so your real fight involves you+dealer technicians vs Ford Motor Corporation, not the other way around.
As a general rule, if a car vibrates only while braking, you have warped rotors. A vibration at any speed without braking is often an imbalanced tire, wheel, or other running gear. When you talk to the service writer about a problem like this, you need to have a long list of conditions that create the annoyance: Speed, direction of front wheels, outside temperature, amount of driving time, frequency of occurence, etc. It's not a bad idea to have everything pre-written on a note that the writer can pass along to the technician. On tough driveability problems, which vibrations can be, it's just as much your responsibility to provide information as it is the tech's responsibility to repair the problem.
Oct 02, 2003 (11:00 am)
Thanks for the advice. The thinks that really gets me is how I tell them there is a problem and I have to take it back again for them to realize the brakes were rusted. This a problem they could have seen the first time and could have saved us both the headaches. Now that they did that it seems like more problems are starting to appear such as the vibration at 40-60 mph and also now a noise that seems to be coming from the right rear tire area. I have checked the door and closed the window all the way. Hopefully the problem is resolved and I won't have to contact someone concerning lemon laws on these matters. Thanks for your help and I will post and update tomorrow to let everyone know how it went.
#1582 of 3348 Wijico & Sebring
Oct 02, 2003 (11:36 am)
While I agree with you, that "playing nice" with the service department always is good policy, I don't know if I completely agree that it's not their fault Sebring is having trouble with his car. Frankly I have more trouble with my car AFTER service than what I bring it in for, more times than not. I'm just patient, if I think they're trying. Often, I get the "check-no problem found", which I understand means the computer found no error code. But I still have a malfunction anyway. Takes 2 more trips, often with the service writer on a ride along. That works well, sebring, by the way. Invite your service writer to go with you and show him/her what's wrong. They seem to get more invested in your problem that way, and are reluctant to give you the car back until they're convinced the mechanic has fixed it. Also, they will often refer the car to Quality Control after repair to assure it is corrected as well. I have good experience with that.
Sebring, is there another Ford dealer in your town? Some service departments are much better than others, you know. May wanna try someone else. Lastly, making a friend in there is helpful, because things do go wrong. I have a good friend as a service adviser after all these years. I am friends with one of the mechanics, my salesman, the head parts guy and the General Manager. I get what I need there, eventually. Including a job for my son recently. Juice works. It has taken 11 years to build up this kind of relationship there, but it helps.
Oct 02, 2003 (10:14 pm)
"Frankly I have more trouble with my car AFTER service than what I bring it in for, more times than not."
I'll assume that's an exagerration for effect since it's not even mathematically possible.
I said nothing about "playing nice." The dealer did not create the wind noise problem, the rear end whine, or the source of the brake problem. Yes, the best course of action would have been to replace the rotors the 1st time, but right now Ford technicians are not allowed to use their best judgemnt. FMC has an idiotic set of "cost-cutting" new repair procedures which were thought up by suits in a boardroom that severely limits the amount of labor time their techs will be paid for. To compensate for this, Ford revised their diagnostic procedures to essentially a shotgun approach, which of course costs the company more money in replacing multiple parts that weren't defective to begin with, but you can't teach anything to an MBA who already knows everything. The mechanic may have been following Ford procedure by simply resurfacing the rotors and wasn't allowed to replace them on the first try. I don't know for sure, but it's likely. This is why I say it's you+Ford mechanic vs FMC. If you feel the dealer isn't competent, pick up and try another dealer. Negative feedback and lemon laws won't get your car fixed.
Oct 02, 2003 (11:32 pm)
If anything, don't ever threaten a dealer with a lemon law suit (or the manufacturer for that reason) untill all means have been exhausted. What this does is make them STOP their efforts at that point, and even slow down any probability they are willing to work with you... As in, they are afraid that any more contact, or effort from their part, might make them seem guiltier.
As stated earlier, if a dealer isn't addressing your issue in a correct manner, or your not satisfied, try another dealer. The dealerships themselves have other factors, and issues to consider each and every time a vehicle is brought in for repair. Issues where it's not entirely their fault, and some other's that's not the fault of the manufacturer. When dealing with a situation that requires you going in again to rectify the problem, make sure you get the service manager's name, above him, the dealership manager. And keep this information where it might be needed in the future.
Hostility and attitude will just get you that, right back so it's not the time for doing so. Dry sarcasm might work a bit, but mainly on Ford's regional directors when your dealing with them on the phone. But not in an insulting way, for they might actually make it even worse on you.... WHEN to get ugly? When you have contacted Ford's regional personel and they actually tell you that NOTHING can be done about it... At that point you have pretty much exhausted EVERY possible opportunity, THEN you can threaten them with a lemon law suit... This is the ONLY level that such a threat would be vaible and correct to do. Just make sure all the bottom rungs of the ladder have been stepped on already.
Oct 03, 2003 (6:43 pm)
Being a business owner, I can tell you ANT is right. Attitude gets me mad, courtesy gets you anything.
Oct 03, 2003 (8:44 pm)
I think it's just common sense. Just like these people at restaurants, who bitch whine and complain about their food. Just picky eater's complaining about it being too hot, or too cold, or too spicy... I just shake my head wondering "WOW they are REALLY going to spit on your food"... Hence, SAVE the complains at the end, when your done paying your bill. That's proper ettiquette.
Or even when some people decide on going to BK, or McD's for some fast food. They get complicated with the drive thru order "cut it in half, no pickles, no onions, no ice, no this, no that"... I'm just in the car shaking my head "They will STILL get it wrong, your slowing us down and everyone behind us, is it REALLY that hard to just fetch it out of the damn burger yourself"... But that's ok, I keep mine simple.
Some situation with service departments. I usually get dragged along when a fellow friend has an issue with their vehicle. Two dealerships in my area I'm already known by a first name basis... No hostility, just a "Hey I'm back again, for the 8th time but it's VW, what are we to expect"..
Even nice enough to buy the the auto tech's pizza and such, and it's those small details that count. Later on when there's an issue, I can "butt" in front of everyone else that had an appointment, the vehicle is given priority status, and we are out of there quickly as opposed to the fools who came in with a bad attitude earlier that day.
There's a few things to take into consideration.
A) Your dealing with a human being, they have feelings too even if your fuming.
B) Treat them, as you wish they would treat you, respect goes as long way, being nice and sweet takes your farther.
C) Details, leave a lasting impression. Order pizza or soft drinks for them (a few dollars out of your pocket can save you MUCH time in the future and will get you positive attention).
D) They didn't BUILD your vehicle, don't blame them for breakdowns or parts, or the manufacturer issue. Blame the little kid getting paid $.10 an hour in china for assembling the part.
E) Be positive, entrust them and keep repeating phrases such as "I trust you to fix this as quickly as possible"...."I have faith in you that your able to rectify this issue for me", etc. You pretty much putting a psychological burden on them... if they aren't able to fullfill the issue, it's going to be embedded in them the rest of the day for not having done more.
F) Remember people's name. The service manager, the person that attended you. Keep calling them by their name whenever you need to address them, make it a point you remembered their name. This usually works quite well in peoples inner conscience
Oct 04, 2003 (3:15 pm)
have an '02 eb. my just 'converted' bro in law (lifelong chevy guy) came over with his new explorer, xlt loaded up, nice truck. was asking me if i knew where to get a mat that covers all the way across row 2. he's not looking for a fancy one; kids play football and get in with their muddy spikes. sometimes you just have to get from a to b, and worry about the details later. can anyone help?
#1588 of 3348 team transport, eh? can you weld a pan? ;)
Oct 04, 2003 (6:02 pm)
there is probably a ford parts full-width mat set.
but frankly, why mung up those costly mats with cleats and/or spikes and mud and grass and perhaps a bleeder or two every season? get a chunk of indoor/outdoor carpet or fake-grass, cut to fit, and throw it back there during the season. when that's over, throw it away and put the real mats in until the two-a-days start again.
I'd also throw a couple beach towels over the back seat and take the bunch all out for slurpees to reinforce the notion that it isn't hate, it's just now none of us have to be really worried about messing up the car while we're dirty.
I sewed a bedliner out of 5-buck-a-yard blue IO carpet for my new 90 ranger, filled in underneath with old scraps of felt pad left in the halls after the apartment hallways were recarpeted, and didn't worry about the loads I had from time to time. a few places where I stuck myself with #2 glover needles may still be bleeding, though, I just don't want to look....