Ford Motor Company
Complaint 74697 Details

Below is what was sent and received. don't buy a used Ford with a 5.4 liter 3 valve engine without a spark plug replacement first. Where else can I go with this to get resolution?

Hi Raymond,

My name is Phoebe and I am from Ford's Customer Relationship Center (CRC). I have received your email regarding the spark plug concern in your 2004 Ford F-150.

I am truly sorry you're having this issue with your vehicle. With this, I would like to personally apologize for any inconvenience this situation has caused you.

At Ford Motor Company, it is our goal to resolve every customer's concern and we are always willing to review individual requests for assistance. In as much as I would like to, I am unable to do so because there are no factory warranties, recalls or customer satisfaction programs in effect on your vehicle that would provide financial assistance for this repair.

Still, I recommend that your service/repair be performed at your Ford or Lincoln Dealership because any repairs that are completed by a Ford Dealer will be provided with a service part warranty (SPW) for 12 months or 12,000 miles whichever occurs first from the repair date.

On the same note, I suggest that you keep your repair receipts for refund considerations in case Ford initiates a recall or Customer Satisfaction Program in the future based on customer feedback or further engineering review of similar complaints. If a program is announced on a specific component, we will notify you by mail.

If further assistance is required, I recommend that you speak directly with Parts and Service Director Matt S. Huber of Kings Ford Inc. He will facilitate your service and/or repair needs. You can reach him at (888) 495-4647.

I appreciate the fact that you are a valued and loyal customer of Ford, and I am deeply sorry if my response is not favorable in your behalf. I certainly do want to thank you for taking the time to contact us and letting us know what your concern was.

Sincerely,
Phoebe
Customer Relationship Center
Ford Motor Company

Sometimes e-mail communication does not allow us to gain additional information that may be helpful in responding to your inquiry. Should you feel that we have not adequately addressed your questions, please feel free to contact us via telephone at (800)392-3673 between the hours of 8am and 5pm, local time, Monday through Friday. Hearing-impaired callers with access to a TDD may contact 1-800-232-5952. Should you need it in the future, your reference number is 1480600455.

For online support visit us at: www.customersaskford.com which contains answers to frequently asked questions and links to other key product and service information.

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[THREAD ID:1-66BDGZ]

-----Original Message-----

From: (Personal Info Removed)
Sent: 2/13/2012 08:25:08 PM
To:
Subject: 2004 F150 FX4 Spark Plugs


From; Raymond Verbruggen
(Personal Info Removed)

Vehicle of concern; 2004 F150 FX4 Super Cab 5.4L 3V
Vin# 1FTPX14544NB22696

Good Day,

I am a manufacturing engineer here in Cincinnati and sub-contract for GE and P&G to create parts and assemblies for their production lines. I have 35 years of experience in metallurgy and CNC machining.

I am sitting here in total disbelief over the scenario I went through today. I frequently check the maintenance schedule for my truck in the literature provided with my new truck in concert with various web sites of F150 mechanics and consumer reports. I discovered that Ford has changed the service interval for my spark plugs from 100,000 miles to 60,000 miles. I'm at 73,000 miles. I used to do my own tune up with points, plugs and condenser and maybe advance the dwell a quarter degree but those days are gone. I called Kings Ford here in Cincinnati last Friday, where I bought my new truck, and was told by the young lady in service that the plug replacement would cost $250.00, I thought the plugs were made of gold. I went to Kings Ford today to schedule an appointment and was told by the service advisor that the cost is about $400.00 to $450.00. I asked for the exact cost and, here it comes, was told that it will vary depending on " how many they break". I told him not to break any. He proceeded to tell me there was a design flaw in the OEM two part plug that would cause the sleeve to separate from the porcelain body. They would try to "spray it with polyrazmataz" but there were no guarantees as to their success. I asked if there was any Ford documentation that would alleviate this condition and was told "Yeah, it works sometimes". I asked what the cost would be if all 8 plugs broke and was told, with a straight face, $1,100.00. I was also told that if any porcelain chips fell through the plug onto the piston, the heads would have to be removed at a cost of $2,200.00.
This is just fantastic, I'm writing this still shaking my head. What part/assembly procedure created this nightmare?

The bottom line is that I need help with this situation. I can't afford this cost and I DO NOT take my truck anywhere but Ford Service. My first Ford was a 65' 289cid 3 on the floor and have owned Fords ever since. I have never encountered anything like this with any of my other vehicles. Please advise me.

Thank you for your time.
Raymond Verbruggen