2011 F150 SCREW FX4 6.5' box Ecoboost... All of a sudden I had no power assist for the brakes.

Anybody else in a "unit down" situation waiting for a replacement vacuum brake pump assembly from Ford? My truck has been stuck at the dealership for going on three weeks now waiting for this part. No one seems to be able to say when the part will be available, which suggests to me that Ford is waiting on the supplier to produce more.

They're paying for a rental, but the 2013 Escape isn't anything near my F-150. A week maybe, I could understand, but on 6/11/2013 it's going to be three full weeks since my truck was towed into the dealership.

How many of these things are on the road? How do they not have this part readily available?

 

I have seen this happen to guys on the diesel forum I read.

They have a Ford Customer Service person as a member.

If you contact her or Ford customer service through their other social media contacts things like this get fixed right away.

Diesel Forum - TheDieselStop.com - View Profile: FordCustomerService

 

I drove mine until they had the replacement pump in... changed it in like 10 mins and away I went. I had a ton of noise coming from mine before it failed so I asked about it before hand and got them to order me one.
Funny now that I think about it if it had failed completely would my life be in danger with no power brakes? I had an episode one time only where my truck had no power brakes (vacuum) while baking up and it ended well but I did call the dealer and ask if I could get in earlier.
Yet another fun fact in my truck's life... boy am I impressed.

 

I believe for the 2013 model year the EcoBoost trucks got a cam-driven vacuum pump instead of the electric one that the previous years got. I wonder if reliability is the reason?

 

Mine was noisy for about ten days before it failed completely. It was first noticed in the dealerships service drive-thru when I brought the truck in for an oil change. They mentioned I should have that looked at by a particular technician (as I was there during their evening hours). Before I got a chance to reschedule the truck in, the pump failed.

What I am taking exception to is the fact they haven't been able to get the replacement pump in for 21 days tomorrow. They still can't tell me when they will have the pump in. That's ridiculous!

 

I just submitted a formal complaint with Ford Canada. We'll see what they have to say.

 

Hope you're under warranty, that pump has an MSRP of $528! I wonder what's so special about it...

 

Thanks, Tom. Yes, although the truck has about 62,000 km's on the odometer, I have Premium Care ESP so it is covered. I'm just not looking forward to when it fails again after 120,000 km's and I'm paying for that out of my pocket, with no coverage for a rental.

 

Just as an update, I received an email response to my complaint on Tuesday morning. It said my case was being escalated to the Regional Ford Customer Service Manager and that I should expect to hear from them within two business days. It has been three, and still nothing. The dealership can confirm having heard from Ford Customer Service to inquire about my case, but still hasn't told anyone when the part is expected.

I replied this morning asking for my case to be escalated to the Regional Ford Customer Service Manager's boss, and implying I expected I should hear from them TODAY.

I have been a loyal Ford customer for over 25 years. Tuesday will mark four full weeks that I have been without my truck because the dealership is waiting for a part. This is making me wonder whether I should ever buy another Ford product again.

 

Finally got through to Ford Canada Customer Service on Friday. They never did call me. I had to track them down. I was quickly referred to a regional manager who explained that in fact Ford was totally out of stock on the part, and so was their supplier, which meant they needed to have the supplier schedule a production run of the pump in order to resupply Ford. She was finally able to tell me that Ford expected the part to arrive at the dealership today (June 18th), which marks four full weeks since the truck was towed in.

I called the dealership this morning to see if the part came in last night, and they said it hadn't yet, but that they will often receive emergency order parts via courier, so I'm just waiting to see whether the dealer actually gets the part today.

This has been an absolutely ridiculous experience, and if I wasn't over the moon about the prospect of finally getting my beloved F-150 back today or tomorrow, then I would probably be contacting my lawyer to find out what action I could take against Ford Canada. I sure hope this is the last time I have this kind of an experience with my Ford truck, and also that none of you F-150 owners out there have to go through something similar.

Thanks,

Sean

 

Well, the estimated date they gave me came and went, and the part still hasn't arrived so I still don't have my truck back from the dealer. It was one full month back on Friday that my truck has been stuck at Eastgate Ford in Hamilton waiting on this part.

Apparently there is one other truck sitting at the same dealer waiting for the same part. I've been told there are two or three trucks sitting at a dealer in Waterloo, ON waiting on the same part.

Is there anyone else on this forum with a '11 or '12 Ecoboost F-150 who has had a brake vacuum pump fail, or who is currently waiting to get their truck back from service after experiencing no power brakes (no power assist for the brakes)?

I'm frustrated beyond belief! Ford Customer Service has been horrible. I was supposed to have received a follow-up call from the Regional Customer Service Manager I spoke with before on Friday at the latest, and they never even tried.

Does anyone have any experience pursuing legal action against Ford Motor Company of Canada or the US for something like this?

I suspect when I call the dealership again tomorrow asking for an update on the part's availability, I'll be told their system still reflects that the part is on backorder with no specific date for an ETA.

Help?!

 

Wow Sean, not real sure what to say. There's no excuse for the way you're being treated, but I really don't have any advice.

But legal advice you won't get here on FTE, it's against the rules here.

 

Fair enough, Tom. I didn't mean to invite anyone here to break the rules.

Would it be inappropriate to ask whether there are any other FTE members here who have had similar experiences, and for them to PM me to tell me how things went for them, and how they were able to get a resolution from Ford?

 

Well, thanks anyways, but it appears the ordeal is over for now. I got a call late this morning saying the part came in to the dealership this morning and the truck was ready for pickup. I grabbed it at lunch. The brakes work again.

The dealership was very apologetic, but in my opinion it wasn't at all their fault and I told them as much. Ford Customer Service on the other hand? They sucked large! ...I'm curious about whether they'll even bother to call me to follow up.

Anyway, in the event any other FTE members are in a similar predicament, it seems Ford is getting some of these pumps so hopefully you'll have your truck back in service soon too.

Regards,

Sean

 

Hi All,

I'm dealing with the exact same issue today. June 24th 2014!
Vacuum pump is going. No parts to be had. Tentative arrival dates.
FORD Canada won't do crap. It's running they say. It's like there's no perception of the risk to my family should this failing pump stop working.

The dealer told me to call Ford Canada, and Ford Canada told me to call the dealership. What's up with that. No one is willing to provide a loaner which means I drive it at risk because I need a vehicle, or I park it and pay for a rental out of pocket.

I love the truck, but my brother-in-law bought a "used", "US" Toyota Tundra off a used dealership lot in Ontario, and can still take it to the Toyota dealership in Pembroke Ontario for repairs, and they give him a loaner at no charge, and no questions asked.

It's crazy!
My truck is still under warranty. They should be kissing my butt, but instead it's wait, wait, wait...

My second beef is the repair itself. What's it going to be. The same OEM design that's failed in less than 60K? have they improved the electronic pump at all and that's why these things are not available?, or will they repair it with the cam driven pump. If you know it's a bad design, don't put another one in. that's all!

FORD customer service! How about serving your customers instead of taking them for a ride.

Cheers,

T. Wilson