Tom's Ford - Service Center

Tom's Ford responded

Thanks for helping us improve our business. This information is used by our management team to resolve potential future concerns and helps us maintain our well established reputation. According to our records, you indicated that you replaced the battery in your 2010 Ford Fusion on your own. You advised us the Climate Control System was not functioning properly after you installed the battery. You requested a Service Appointment and upon inspecting the vehicle our service technician found the HVAC Control Head Fuse has power to the Central Junction box but not after it. We provided an estimate to replace this component but you declined. You advised our service representative that this is a known problem on Google. According to The Ford Motor Company, there are no recalls or Field Service Actions by Ford that apply to this component. Our records indicate that the vehicle warranty is no longer in effect and no Extended Warranty was purchased at the time of sale which would make the repair the responsibility of the vehicle owner. The dealer offered to provide you with the Customer Assistance Center 800 Phone Number but this was declined. The labor charges for the time spent diagnosing the vehicle were completely waived by us. If you would like to discuss this with our service manager, please feel free to contact him. We will be happy to provide you with the Customer Assistance Center information previously offered as well.

Tom's Ford responded

Thank you for taking the time to help us improve our operations. Unfortunately Ford's Warranty Policy does not allow us to order parts based on a speculative diagnosis that isn't performed by a certified Ford Technician. Although it's possible that were correct about your diagnosis, we have to play by the rules otherwise, Ford penalizes the dealership. Our Ford representative could not approve ordering this part based on the circumstances. It's an important focus of ours to maintain a positive relationship with both the customer and the manufacturer. We apologize about how you may have been treated and will continue to work on building a first class operation.

vig1116 responded

I reproduced the problem in front of your technician so he can see the cause was the shifter. You can't plug that into a computer to diagnose it, it is visual. I went to all American ford this past Friday and reproduced it the exact same way as I did to your tech and an hour and a half later I left with my vehicle fixed and a new shifter installed. Thank you for responding.