I bit the bullet and purchased ESP for my 2011. It has pretty much paid for itself over the past couple of months. My problem is the delay between diagnosis and repair due to 'pre-authorization.'

My first issue was the retractable mirror... it wouldn't. Not performance affecting, but needed to be fixed because I park it in my garage. Took close to three weeks and two trips to the dealer for the repair... first trip for diagnosis and pictures, then several weeks passed before approval and part acquisition. Second trip was actual repair.

Next up, I got a check engine light over the weekend. Dealer has a scanner in the breezeway, so I went on Monday and it was a reductant low pressure code. That was trip one for this problem. Dealer said bring it in today, which I did, and they diagnosed it as the DEF pump starting to go. Trip two. Part was supposedly in stock, but it couldn't be put in until ESP pre-authorized the repair, which, according to my most awesome service writer (not sarcastic), could take several hours, so he sent me on my way. On the way out he said he was hopeful I'd be bringing it back in tomorrow for the repair (trip three for the same concern).

So far, both problems have been non-operational affecting, but I worry that once I am on the road and a problem arises that does affect performance, I'm going to be stuck for days waiting for pre-auth and all the other red tape to pass before I get repaired and back on the road.

Anyone have better experiences with this to make me feel at least a little better about spending the money? You'd think it would at least buy some urgency, or at the least, perform like factory warranty does.

 

There are quite a few things that require authorization or "prior approval" regardless of whether the coverage is the base warranty, Powertrain warranty, ESP and so on. Not all dealerships are treated the same according to performance which means there are varying dollar amount thresholds per repair that require approval depending on where you go.

Unfortunately for you the two items your truck needed to have replaced are on the list of things that absolutely require approval. If you want to feel better, perhaps in the future repairs will not require this scrutiny. If you think you are inconvenienced and angry, try being a technician or a service advisor that has to do all the leg work, paperwork and so on to process your vehicle. It is frustrating but it is, what it is.

 

The real inconvenience seems to be placed on the consumer, the one who spent $50,000 to $75,000 on their Ford.
It sounds like there is room for improvement for Ford to accelerate the process. If it's a known customer impacting issue it should be addressed. If the customer has paid upfront for an ESP, compared to the repair customer who did not purchase an ESP, the ESP customer shouldn't be the one required to wait extra time for the same repair to take place.

 

Thanks, FD. Can't say angry is an appropriate word... concerned about future repairs under ESP is probably better. Waiting three days for an approval for a repair while I sit disabled in a Ford lot with my fifth wheel somewhere in America... yeah, angry might enter the mix.

I hear ya on the service writers and techs... My dealer has a phenomenal service crew and I have nothing but the utmost respect for what they do to get me in and out of there as efficiently as they can. I know it is out of their hands, which is why I questioned it here.

I just turned 51,000 miles... does the repair fall under any of the regular warranties that may be left? Just curious. Regardless, the approval came through and she's getting fixed tomorrow morning.

 

I'm sure your dealer is doing all they can to make sure you're back on the road quickly, BCM. If you need any help from my neck of the woods, don't hesitate to reach out. Since we've been in touch in the past, all I need is a PM with a verification of your best daytime phone number, mileage, and servicing dealership.

Crystal

 

Keith,

Great response, how we sometimes forget.


As another esp owner who hopes to never need it, is there any options for proceeding without approval like to give you credit card to charge in in event that it is not authorized? Sure would speed things along.

I understand some folks reluctance to do that if it is a big ticket item, but in reality if Ford does not approve, where does that leave the owner other than having lost 2-3 days?

If Ford does not approve currently, is there some sort of appeal process? That seems pretty hokey? Or is it a question of a new part versus rebuilt / component part versus complete assembly that needs approval?

 

Something like this would be between you and the dealership. If you both agree most times it might expedite matters but in my opinion it shouldn't have to come to that. We understand why these processes are in place however as someone mentioned the customer is inconvenienced sometimes.



It leaves you waiting. And, now that you mention it, "BIG ticket items" such as an engine or transmission has too many variables and without knowing the repair/replacement path jumping the gun can prove to cause more problems than you bargained for.



I believe there is an appeal process however your dealer cannot do this for you. YOU the customer must call Ford Customer Service and initiate the discussion. Also, it helps to understand why a repair was declined in the first place. If you blow up your 6.7L diesel engine and the cause was determined to be modifications, neglect or DEF in the fuel for example, you are going to have a hard time convincing anyone. If it is a case where Ford needs to take a closer look at the vehicle, send someone out to look at it then there may be enough information to sway a decision.

But don't quote me on any of this as I have no pull with anyone. I am just a lowly technician.

 

If you have an ESP you should be getting a loaner/rental vehicle if they have the vehicle over 4 hours. That has always been the case for me.