Power Ford

RE: *** ***
***
Complaint # ***
On Friday January 23rd, 2015, Mr*** called
our Service Manager *** *** at our Power Auto Service Points
location and
explained that he had broken a pin for the PCM (main computer) and he had
purchased another one that was installed on the vehicle and now the vehicle
would not start*** explained that the keys customer have are programed to
the computer and if it needed programing it would be labor charge of $plus
depending upon what is found to download program to new computerMr*** agreed
and had his Ftowed into Power Ford Auto Service Facility at Bridge
SW. As the vehicle was being dropped off
at the Bridge Location Mr*** and *** *** talked about the concern
and Mr*** explained that he had broken a pin on the connector going to
the PCM and he purchased his PCM Computer off ***. He
also mentioned that the security light was flashing on the dash and vehicle
would not crank to start*** explained to Mr*** we would program the
pats keys and see if there were any other concerns with the vehicle and if
necessary try to reprogram the computer If there were any issues in doing so the
vehicle would have to go to the main location on Montano (Power Ford). Mr*** agreed and left the vehicle with
***The repair order was dispatched to the Technician to perform security
key program and PCM diagnosis however the vehicle would not communicate with
our IDS Computer (Ford Computer)so further diagnosis was needed to find out why
there was no communication between the twoTechnician diagnosed and found the
main fuse blown He replaced and retried
the process and communication worked but indicated that the computer had the
wrong VIN number and failed to programMr*** was contacted and asked
about the old PCM he removed and we waited until Mr*** looked but was
unable to find the old PCM *** contacted
Ford Hotline to verify if there was another way to get the vehicle programmed
and they suggested to retrieve the PCM number and verify through PACO which is
the Ford way of verifying if the correct PCM was installedAt this point
*** transferred the vehicle to the Main Location (Montano NE, Power
Ford) and was dispatched to a Senior Master Technician to diagnose the
concernsOnce his IDS was plugged into vehicle OBD port technician we found
that the PCM and VIN in the PCM were not a match for the vehicle and the engine
Technician found that the PCM was out of a / valve engine and the
customer had a / valve engine and the PCM had an internal fault and was
defectiveThe vehicle would run but had an internal concern with the intake
runners
Mr
*** was informed about the concern and that we would need to replace his
PCM if he wanted vehicle to run properly Mr*** elected to pick up his vehicle and
did so on Saturday Feb7thMr*** was only charged his
initial diagnosis plus the fuse and taxMr*** talked to *** on
Saturday and understood that to repair correctly we needed to replace with a
working PCM that we could program and matched his vehicleMr*** paid the
bill and no other concerns were discussed
We
gave Mr*** every opportunity to repair his vehicle correctly and he was
notified at the very beginning of the process if any concerns aroseHis only
charge was the initial diagnosis and no other charges existed. Mr*** drove the vehicle from the
Dealership with the concerns present because of the faulty PCM he purchased
onlineHe was given an estimate of repairs needed and elected not to
repair.
*** ***
Parts and Service Director
Powerford
***
***