New updated Max Tow axles installed

[redline]

i think Ford could be guilty of not training dealers well enough...

but there was a few people that got parts ordered ahead of time but seems like ford clamped down and is enforcing the procedure of inspection, pictures then order parts... so that is what i would expect from now on...

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[Rineland]

I don't know how Ford botched this rollout? In my opinion it's evidence of the post TicToc world of attention span deficit. Or put another way, grown up adults don't have the bandwidth to READ the documentation.

The same kinds of things happened when Ford released the original "interim" TSB procedure. I printed it out and brought it with me and provided the copy to my service writer when I sheared an axle bolt. I did so because of the same kinds of inconsistencies between dealerships that were reported here.

Still, my dealership attempted to order the replacement parts and it was rejected because they didn't include the pictures that the documentation CLEARLY stated were required.

I don't think it's any different than the much reported failures of dealerships failing to do FDRS updates because they simply refused or failed to read ON THE SCREEN to connect a powersupply to the vehicle before attempting to perform the update.

It's either apathy, arrogance, or lack of focus. Pick your poison. Ford is guilty for a faulty part design. But the factory authorized service staff are at fault for not being able/willing to follow procedure.

I say botched rollout on Ford’s part for not properly disseminating information on the proper procedure/steps to complete the recall to their dealers. I should not have been booked for an “all day” drop-off appointment to complete the recall (and told that it would take 2.5-3 hours to complete), two weeks from when I called because they were going to order parts; when the process requires the photos and other documentation before parts could be ordered. I truly believe that my dealership did not know of these requirements when I booked the appointment as they pulled up the recall notice and read through/paraphrased it while I was on the phone scheduling.

Edited to Add: It looks like I actually called on 5/9 (so almost a month before I could get in on 6/3). From the other thread where I posted about getting on the schedule; it looks like there was an addendum to Ford’s documentation on or around 5/12 which specified the photo requirement to order parts. Maybe not necessarily an attention span issue with the dealer reading the documents closely, but not following up on the updated requirements. Then again, it probably didn’t occur to them to review their previously booked appointments and notify owners of the change. I’m sure I was early in the process to get it booked. Perhaps Ford underestimated the knowledge-base and spread of information regarding this issue via the forum and blew through their inventory of parts faster than expected, or maybe there were some hoarding dealers, hence the addendum requiring photos. Regardless, it would’ve been hard for Ford to predict either situation and stock piling axles to hedge against those possibilities doesn’t seem like it would’ve received capital approval.

I should’ve taken your approach @Snakebitten and just let it ride and let Ford chase me to close this recall on their books. Instead, I tried to get the jump on it and I ended up inconvenienced for a day and disappointed. They haven’t called to schedule the proper fix… looks like it’s my turn to play hard to get.

 

[Buyer2021]

I say botched rollout on Ford’s part for not properly disseminating information on the proper procedure/steps to complete the recall to their dealers.

Sorry, Chris, but I've got to respectfully disagree and go with @Snakebitten on this one.

Every dealer received the attached notice via their usual OASIS support / information network. IMO the procedural requirements are reasonable, clearly presented, and provide latitude and even suggestions for minimizing customer inconvenience. The text at the top of page 2 of 3 particularly addresses satisfying the recall with minimal 'downtime' impact for vehicle owners (bold emphasis added by me, in the original document this is RED text on a white background):

With proper dealer parts ordering and service appointment scheduling, rental vehicles should not be required. However, if you have a unique owner circumstance that may require a rental vehicle, please contact the Centralized Loaner Support Team via the CRC Dealer Portal.​

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Note that nothing in the notice to dealers suggests that customer vehicles should be 'held hostage' between taking the required photos / parts-ordering and parts receipt / installation.

Methinks that some (many?) dealers simply don't undertake to read carefully and then devise and implement the most customer-friendly procedures contemplated and suggested by Ford Corporate.

I don't fault Ford Corporate for any failure to 'hand-hold' those independent franchise dealers on such matters; the good dealers will make life easy for their customers, the others not so much. Just as with things like new-vehicle-add-ons (grrrr) and above-MSRP-markups (double-grrrr), Ford is constrained from interfering in such dealer practices by the nature of the independent franchise agreement.

 

[Rineland]

Sorry, Chris, but I've got to respectfully disagree and go with @Snakebitten on this one.

Every dealer received the attached notice via their usual OASIS support / information network. IMO the procedural requirements are reasonable, clearly presented, and provide latitude and even suggestions for minimizing customer inconvenience. The text at the top of page 2 of 3 particularly addresses satisfying the recall with minimal 'downtime' impact for vehicle owners (bold emphasis added by me, in the original document this is RED text on a white background):

With proper dealer parts ordering and service appointment scheduling, rental vehicles should not be required. However, if you have a unique owner circumstance that may require a rental vehicle, please contact the Centralized Loaner Support Team via the CRC Dealer Portal.​

........​

​

Methinks that some (many?) dealers simply don't undertake to read carefully and then devise and implement the most customer-friendly procedures contemplated and suggested by Ford Corporate.

I don't fault Ford Corporate for any failure to 'hand-hold' those independent franchise dealers on such matters; the good dealers will make life easy for their customers, the others not so much. Just as with things like new-vehicle-add-ons (grrrr) and above-MSRP-markups (double-grrrr), Ford is constrained from interfering in such dealer practices by the nature of the independent franchise agreement.

Yeah, I edited my post and changed my stance to agree as well based on the timeline. Your additional document dated 5-2-2025 further solidifies that seeing as that published before I called. The dealer should’ve known that and never scheduled me for a drop-off full day appointment to gather photos to submit for the parts order.

 

[Ed21]

Unfortunately, not all dealers are following the exact same protocol. My dealer asked for text pictures of odometer and VIN first, then ordered parts, which were delivered in 3-4 days. Obviously made for a smoother service appointment.

That certainly makes a lot more sense. I don’t have a problem with the procedure, some of these dealers could do a better job if they gave you more accurate information because the letter I received said something different. Not a big deal

Unfortunately, not all dealers are following the exact same protocol. My dealer asked for text pictures of odometer and VIN first, then ordered parts, which were delivered in 3-4 days. Obviously made for a smoother service appointment.

That certainly makes a lot more sense. I don’t have a problem with the procedure. My letter said something different and so did the dealer when I made the appointment. Not a big deal. It is what it is.

 

[Cobraman428]

Yeah, I edited my post and changed my stance to agree as well based on the timeline. Your additional document dated 5-2-2025 further solidifies that seeing as that published before I called. The dealer should’ve known that and never scheduled me for a drop-off full day appointment to gather photos to submit for the parts order.

I had the same experience. Was told to make an appointment. Was told they were going to take pics and order parts. I came in for the first appt which I thought they would just take pics and start the order process. I got there and it was totally different. Was told you have to leave the vehicle, we take pics and then we wait for the parts. Was told 2-4 days for parts. I couldn't leave my truck on this appointment so I left w/o anything being done. I scheduled another appointment for a Monday AM drop off so they could get parts ordered and hopefully get the truck back by that Friday. Nope, got one axle in on Thursday and the second axle came in at 3pm Friday. But it was to late for them to start working on my truck. So, the truck sat at the dealership over the weekend and fixed on Monday. This was not my normal dealership. I feel, FORD / dealerships have dropped the ball on this recall. I called 5 different dealerships when I got my letter and it seems like everyone was doing something different. My dealership wouldn't even touch my truck. I was told twice they are only doing broken bolts trucks, nothing else. Which pissed me off because they have been great to me. I have an upcoming towing trip planned next month and wanted the new axles installed prior.

 

[oncechance]

If all dealers abided by the requirements that Ford put forth, the recall fix would go more smoothly as @Snakebitten posted earlier. My dealership required me to bring truck in, take pics and send to Ford for approval. They ordered parts (took a few days) and called to schedule repair. Pretty straight forward process. I can't fault Ford on this one but other issues, yes.

 

[Snakebitten]

"We're only doing sheared bolt trucks"

Then they shouldn't be a Blue Oval dealership, in my opinion. I didn't know that they could just decide not to do recalls.
Besides, I bet they are doing more than sheared bolt trucks when it comes to stop-sale inventory.

Pre-Covid, I was an ambassador for the dealership I had been doing business with for 2 decades prior. I'm still stunned by just how different it is to be a customer of theirs then vs today. But I gotta admit they aren't as bad as some described on the forum.

 

[Blown F-150]

Very quick first appointment for me. I didn’t even get out of the truck, lol.
Provided my info, they took mileage and serial number pics and said they would call early next week to schedule the work once the parts were in

 

[Snakebitten]

Very quick first appointment for me. I didn’t even get out of the truck, lol.
Provided my info, they took mileage and serial number pics and said they would call early next week to schedule the work once the parts were in

That's how it's done!

 

[Nasto]

That's how it's done!

Don't know if all dealers do this, but if possible, when your truck is assigned to a service agent, ask that he takes possession of text messages, then you can communicate with one person. Not sure why the dealers mentioned here make people go in just to get pics of the odometer and VIN. I was able to do that over text.

 

[Nasto]

If all dealers abided by the requirements that Ford put forth, the recall fix would go more smoothly as @Snakebitten posted earlier. My dealership required me to bring truck in, take pics and send to Ford for approval. They ordered parts (took a few days) and called to schedule repair. Pretty straight forward process. I can't fault Ford on this one but other issues, yes.

My dealer always sends a post-service survey to me. I'm told reviews help determine raises/bonuses. I'm fortunate to have a great service tech assigned to my truck and my reviews reflect that. On the flip side, send in negative feedback when warranted.

 

[Blown F-150]

Don't know if all dealers do this, but if possible, when your truck is assigned to a service agent, ask that he takes possession of text messages, then you can communicate with one person. Not sure why the dealers mentioned here make people go in just to get pics of the odometer and VIN. I was able to do that over text.

I only ever take my truck in for recalls or warranty work which almost never happens. Any service work or repairs I would rather do myself personally, but it is nice when you get a good Service Writer.

 

[Ed21]

My dealer always sends a post-service survey to me. I'm told reviews help determine raises/bonuses. I'm fortunate to have a great service tech assigned to my truck and my reviews reflect that. On the flip side, send in negative feedback when warranted.

Mine always sends surveys by email, text and phone if they know it’s going to be positive. This time I got nothing.

 

[PatchManager]

It has been my experience that the specific service advisor you get can make a huge difference. One visit to the dealership was very disappointing while the last one at the same dealership was great. I did decide to use the same dealership again because I wanted to give them another chance before never going there again. I'm glad I did.

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