Paul sent a message to Mark Fields President and Chief Executive Officer of Ford Motor Company email address that said:
Mr Fields,
I am writing to you as I have an issue with the clutch in my 2014 Ford Focus. Last September it was reported by the local dealership I not only purchased my car from but I continue to use for all of my scheduled maintenance. When I first purchased my new car I was advised that there may be a noise during the shifting. I purchased my car in July of 2014. During the routine maintenance in September of 2015 it was reported that there was excessive shudder and the dealer went ahead and ordered a clutch for replacement. I was told that I would receive a call when the part came in and then we could schedule for the replacement. I returned again for a scheduled maintenance on 21 November 2015 and still no clutch. Again I returned on 19 February 2016 and I had my vehicle serviced, still no clutch parts had been received by the dealer. I talked to Arin Partida who is the service manager and told her then that I was beginning to lose faith in Ford. On 2 March 2016 I again went back to see Arin only to make sure she had my correct phone number. She looked in the computer and said that I had to contact Ford Customer Relations because Ford had denied the clutch replacement. I called and I spoke to a man called Michael and he said he was going to elevate the issue to see what could be done. On 3 March I returned to speak with Arin as Michael had given me a case # of CAS-8937127. Arin said she would work on the issue and asked if I would give her until Monday, 7 March 2016 to get back to me. I said yes and let her know I would be waiting for her phone call. As of today 8 March 2016 there has been no phone call from her. I also have a 2013 Fiesta and that clutch has already been replaced. The last I was told by Arin was that if I wanted the clutch replaced I would have to pay for it. I truly believe that with the knowledge that the clutches in the Fiesta and the Focus by Ford that this should be taken care of and not at the expense of customers. The reason I was given for the denial was that I was over the 60,000 miles when it was reported to the dealership. I also believe that Arin in her position should take a more pro-active approach and resolve issues or reach out to someone in the chain of command to resolve customers issues so that customers like myself are taken care of and will continue to purchase Ford vehicles. As of right now I have a car that has a defective clutch and there is no urgency to resolve the issue. The VIN on my car is 1FADP3F24EL350394. The clutch continues to get worst as time goes by and I use my car for my job. I can only think that there is a far greater issue as I don't understand why after 5 months that this dealership has had no clutches delivered. I would submit this, if the new car assembly lines were waiting on a clutch, Ford would do what was needed. I not only speak for myself but for those people who face the same concerns that I have and are just going to live with it. This clutch issue was identified by Ford and now I believe Ford should step up and provide those clutch replacements without the run around. I would again ask this? Is this truly my fault that the clutch did not go bad before the 60,000. . The dealership is Future Ford 920 W. Shaw Ave. Clovis Ca. I am a Ford man and I would appreciate your assistance so I can continue my loyalty to Ford. Thank you for your consideration.
Paul
