Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Sent: Tuesday, May 05, 2015 4:25 PM To: drteam Subject: Response to concern #[redacted] from [redacted] In response to your letter dated 4/27/2015: Mr. [redacted] brought in a Ford F-150 and told us he had recently purchased it and that it was stalling under hard acceleration. The test...
technician determined that the vehicle had accumulated deposits on the throttle body, the coolant was in poor condition, and the Powertrain Control Module (the computer) had 2 codes. He also noted that the PCM had been programmed with aftermarket software instead of Ford software. Our research into the PCM codes indicated that reprogramming the computer with the current version of Ford software might correct the program. Our Service Advisor contacted Mr. [redacted] and recommend reprogramming the computer and a throttle body cleaning service. He also advised Mr. [redacted] that there was a possibility that reprogramming might not fix the problem. After a lengthy discussion Mr. [redacted] approved the repair. We purchased the Ford software for his vehicle from Motorcraft, reprogrammed the computer , and performed the throttle body cleaning service. After that no problems were found during a 5-mile test drive, so we delivered the vehicle to Mr. [redacted]’s house per his request on February 26, 2015. On March 3 Mr. [redacted] called and said the vehicle was running worse than ever so we had it towed back to our shop. Our technician found the same PCM codes had returned and that the vehicle had a misfire on cylinder 4. At this point, we recommended a replacement PCM since the reprogramming had not corrected the problem. We offered to warranty the programming portion of the replacement since Mr. [redacted] had already paid us for the service, leaving a total of $628.37 for the replacement computer. We also recommended an ignition coil and spark plugs to address the misfire issue. Mr. [redacted] refused the repairs and picked up his truck. We understand that he subsequently had the computer replaced by the dealer ([redacted] Ford). Since most of our business is repeat business and referrals we try hard to go the extra mile to keep our customers satisfied. Mr. [redacted] has been a repeat customer since 2011 and we are sorry to have lost his business. While we cannot take responsibility for the failing PCM (it was failing when he brought it to us and left with the same failure codes it came in with), we are willing to refund the money he paid us to reprogram it since that did not correct the problem, and we understand that he paid [redacted] to program the new computer he purchased from them. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Sent: Tuesday, May 05, 2015 4:25 PM To: drteam Subject: Response to concern #[redacted] from [redacted] In response to your letter dated 4/27/2015: Mr. [redacted] brought in a Ford F-150 and told us he had recently purchased it and that it was stalling under hard acceleration. The test...
technician determined that the vehicle had accumulated deposits on the throttle body, the coolant was in poor condition, and the Powertrain Control Module (the computer) had 2 codes. He also noted that the PCM had been programmed with aftermarket software instead of Ford software. Our research into the PCM codes indicated that reprogramming the computer with the current version of Ford software might correct the program. Our Service Advisor contacted Mr. [redacted] and recommend reprogramming the computer and a throttle body cleaning service. He also advised Mr. [redacted] that there was a possibility that reprogramming might not fix the problem. After a lengthy discussion Mr. [redacted] approved the repair. We purchased the Ford software for his vehicle from Motorcraft, reprogrammed the computer , and performed the throttle body cleaning service. After that no problems were found during a 5-mile test drive, so we delivered the vehicle to Mr. [redacted]’s house per his request on February 26, 2015. On March 3 Mr. [redacted] called and said the vehicle was running worse than ever so we had it towed back to our shop. Our technician found the same PCM codes had returned and that the vehicle had a misfire on cylinder 4. At this point, we recommended a replacement PCM since the reprogramming had not corrected the problem. We offered to warranty the programming portion of the replacement since Mr. [redacted] had already paid us for the service, leaving a total of $628.37 for the replacement computer. We also recommended an ignition coil and spark plugs to address the misfire issue. Mr. [redacted] refused the repairs and picked up his truck. We understand that he subsequently had the computer replaced by the dealer ([redacted] Ford). Since most of our business is repeat business and referrals we try hard to go the extra mile to keep our customers satisfied. Mr. [redacted] has been a repeat customer since 2011 and we are sorry to have lost his business. While we cannot take responsibility for the failing PCM (it was failing when he brought it to us and left with the same failure codes it came in with), we are willing to refund the money he paid us to reprogram it since that did not correct the problem, and we understand that he paid [redacted] to program the new computer he purchased from them. Sincerely, [redacted]