Initial Business Response /* (1000, 5, 2015/03/16) */
Contact Name and Title: *** *** Service D
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@cucciford.com
Upon receiving the customers vehicle for a "Wrench Light" being on/off and the vehicle was not running properly, we worked
it into dispatching the vehicle out to our Ford factory trained Transmission specialist who is a Senior Master certified technician in Transmission workWe have one qualified transmission specialist who works on all of our transmission work, he was back logged at that time and took a while to get the proper diagnosis on his vehicleThe customer also advised us, at time of drop off, that the throttle chamber had been replaced by himself to possibly fix the running rough problem but it had notUpon verifying his complaints, after test driving his vehicle, the fluid was checked (was in good condition) & then he checked the computer for codesCodes P0701( transmission control system-range/performance issue), P(trans secondary fluid pressure sensor & sensor circuit failure) & P(PCA out of range) were retrievedOur technician then proceeded to perform a pin point test, per the *** service manual A1-A3, found test Ahad failedAt that time he ruled out any other possible causes listed in the service manual, iechecking for proper install on trans pan & filter and that there was not any restrictionsHe then, per the repair procedure which is the same as a warranty repair, determined that we would need to start by replacing the Mechatronic Assembly and that there may be more needed repairs after this part was installed, worst case it may need a new transmissionWe notified the customer, who initially declined the work but called back and he authorized the work after thinking about it for a few days for a total of $1847.05+taxesOnce the part was received, we installed the part and test drove the vehicle againAt this time the technician determined that the installed Mechatronic assembly did not cure the vehicles issues in the performance of the vehicle and that there are additional bad components on the inside of the transmission, which would need to be removed and taken apart to determine which ones, at a high costThe CVT transmission is his vehicle, if parts are available, is very costly to disassemble and rebuildIt is more cost effective to replace this transmission with a new oneOur technician took it upon himself to remove the newly installed part, at no additional fee, and re-install the old part on his own time so he did not have to pay for the partWe notified the customer of this and advised him his vehicle would need a new transmission at the cost of $for an aftermarket or $for an OEM transmission from FordWe explained to him that we were not charging him for the total of the initial repair because it was not fixing the issue 100% and a much more extensive repair was neededAdvised the customer that we were only charging him for the fluid that was replaced and our technician's diagnosis timeExplained to the customer that we approached this repair the same way we would as if it was covered under a warranty still and this was a starting point, per the repair manual, the next step in the repair process would be to replace the transmission assembly
Spoke with customer and told him that there was no way we could install a new transmission for the $because that was not what was originally quoted and explained to him that we were not charging him for the total repair that was quotedThere is much more involved in replacing a complete transmission assembly, parts and labor wiseWe are willing to work with him, within reason, on any future repairs
As our technician goes, he was in a Ford class for an unrelated skills areaHis specialty is in transmission work, but is also qualified in other areas of repairThis class happened to be on Ford's hybrid vehicles and introducing new repair procedures and new features on these vehiclesAll of our technicians go to classes throughout the year to keep up with their Master certification, for any newly released vehicles/products and updates, as well as new procedures in repairsHe is an extremely qualified technician and this scenario was explained to the customerUnfortunately his vehicle needs a new transmission and we did not charge him for the part originally quoted
Initial Business Response /* (1000, 5, 2015/03/16) */
Contact Name and Title: *** *** Service D
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@cucciford.com
Upon receiving the customers vehicle for a "Wrench Light" being on/off and the vehicle was not running properly, we worked
it into dispatching the vehicle out to our Ford factory trained Transmission specialist who is a Senior Master certified technician in Transmission workWe have one qualified transmission specialist who works on all of our transmission work, he was back logged at that time and took a while to get the proper diagnosis on his vehicleThe customer also advised us, at time of drop off, that the throttle chamber had been replaced by himself to possibly fix the running rough problem but it had notUpon verifying his complaints, after test driving his vehicle, the fluid was checked (was in good condition) & then he checked the computer for codesCodes P0701( transmission control system-range/performance issue), P(trans secondary fluid pressure sensor & sensor circuit failure) & P(PCA out of range) were retrievedOur technician then proceeded to perform a pin point test, per the *** service manual A1-A3, found test Ahad failedAt that time he ruled out any other possible causes listed in the service manual, iechecking for proper install on trans pan & filter and that there was not any restrictionsHe then, per the repair procedure which is the same as a warranty repair, determined that we would need to start by replacing the Mechatronic Assembly and that there may be more needed repairs after this part was installed, worst case it may need a new transmissionWe notified the customer, who initially declined the work but called back and he authorized the work after thinking about it for a few days for a total of $1847.05+taxesOnce the part was received, we installed the part and test drove the vehicle againAt this time the technician determined that the installed Mechatronic assembly did not cure the vehicles issues in the performance of the vehicle and that there are additional bad components on the inside of the transmission, which would need to be removed and taken apart to determine which ones, at a high costThe CVT transmission is his vehicle, if parts are available, is very costly to disassemble and rebuildIt is more cost effective to replace this transmission with a new oneOur technician took it upon himself to remove the newly installed part, at no additional fee, and re-install the old part on his own time so he did not have to pay for the partWe notified the customer of this and advised him his vehicle would need a new transmission at the cost of $for an aftermarket or $for an OEM transmission from FordWe explained to him that we were not charging him for the total of the initial repair because it was not fixing the issue 100% and a much more extensive repair was neededAdvised the customer that we were only charging him for the fluid that was replaced and our technician's diagnosis timeExplained to the customer that we approached this repair the same way we would as if it was covered under a warranty still and this was a starting point, per the repair manual, the next step in the repair process would be to replace the transmission assembly
Spoke with customer and told him that there was no way we could install a new transmission for the $because that was not what was originally quoted and explained to him that we were not charging him for the total repair that was quotedThere is much more involved in replacing a complete transmission assembly, parts and labor wiseWe are willing to work with him, within reason, on any future repairs
As our technician goes, he was in a Ford class for an unrelated skills areaHis specialty is in transmission work, but is also qualified in other areas of repairThis class happened to be on Ford's hybrid vehicles and introducing new repair procedures and new features on these vehiclesAll of our technicians go to classes throughout the year to keep up with their Master certification, for any newly released vehicles/products and updates, as well as new procedures in repairsHe is an extremely qualified technician and this scenario was explained to the customerUnfortunately his vehicle needs a new transmission and we did not charge him for the part originally quoted
We at Cucci Ford always try our best to get our customers the lowest rates possible.