Where do I stand? (main dealer question)

[Steve (sdh2903)]

Hi all. We have a 2014 focus 1.6 tdci as the family hack. Just before the last service 2k ago I noticed the exterior of the turbo was covered in soot and that the mpg had dropped from around 49mpg to 42 ish. 

So it went in for service and as expected they found nothing wrong. They cleaned up the turbo and said to check in a 1000 miles or so.

So anyway the soot on the turbo is back the mpg is still crap and dropping and also the car is lacking in power. A hill to get out of the estate where we live has always been a pootle up in 3rd kind of hill now it's a drop into 2nd or you will stall.

Dropped the car in today and the arrogant git on the counter was already making excuses before they'd even looked at it. Basically saying if there's nothing on the diagnostics then there's nothing they can do! Really? Are ford techs not allowed to inspect a vehicle if the computer says it's fine?

So my question is should they fob me off tomorrow where do I stand. Can I refuse to take the car back? Do I take it to another dealer for a second opinion? The car is leased from Lex autolease, should I get them involved?

[DonPeffers]

I'm no diesel expert but could going for a blast help clear DPF?

On the "computer says no" front I recall a case of a Vectra being driven into a main dealership with the engine barely able to run. Once the diagnostic result said all was fine the dealer declared the car was running perfectly!!!!?????  Seems very few mechanics can go back to first principles nowadays.

Do get second opinion

Good luck.

[Steve (sdh2903)]

I've tried the dpf cleaning trick. Drove it at 4k on the motorway for 30 miles a couple of times. Didn't make a difference. 

My first thoughts were the DPF or fuel filter. I did ask was the fuel filter changed on the last service and the guy couldn't tell me. 

I'll wait and see what they come up with tomorrow.

[Captain Colonial]

29 minutes ago, sdh2903 said:

I've tried the dpf cleaning trick. Drove it at 4k on the motorway for 30 miles a couple of times. Didn't make a difference. 

My first thoughts were the DPF or fuel filter. I did ask was the fuel filter changed on the last service and the guy couldn't tell me. 

I'll wait and see what they come up with tomorrow.

The fuel filter, if changed, must have been on the bill you paid?

And yes, you should definitely get Lex involved, at least so they know and record the issue.

[Dommo]

That's brilliant - are they expecting a diagnostic to tell them why the outside of the turbo is sooty? Have they not considered that the outside of the turbo should perhaps not be sooty? Surely one mechanic has looked and thought "hmm why is the exhaust not in the exhaust pipe?". Or perhaps they did and thought maybe the computer will tell them.

[Steve (sdh2903)]

There was nothing on the bill when I've just checked. 

Dommo, yeah guess so! Good old mechanic skills are dead at main dealers! 

Spoken to lex and they've told me to let them know tomorrow.

[clansman]

Try that Engine Cleaner process that Big Ed used on Wheelers Dealers? Main dealers are a nightmare if it means actual fault finding if it doesn't show up on the ECU/Computer. 

[lewis]

Reminds me of this PistonHeads thread http://www.pistonheads.com/gassing/topic.asp?t=1616894

[Nick Algar - Competition Secretary]

Take it to an independant Ford expert dealer, ie not Ford Franchise, just one who specialises in Fords. They are much more likely to have guys that will fix this. Wasting your time with current people

[Steve (sdh2903)]

1 hour ago, Nick - Joint North East AO said:

Take it to an independant Ford expert dealer, ie not Ford Franchise, just one who specialises in Fords. They are much more likely to have guys that will fix this. Wasting your time with current people

Well it's back and they have allegedly found a failed clamp on the turbo ( I didn't see owt wrong with it) and replaced the turbo gaskets. The health check didn't show anything as expected. On the drive home the car did feel different and a bit peppier. So I will run it and keep an eye on it. Lex have said they will reccomend a repair centre to strip and examine the car should it be required again (not an Arnold Clark dealership surprise surprise).

[Dommo]

45 minutes ago, sdh2903 said:

Well it's back and they have allegedly found a failed clamp on the turbo ( I didn't see owt wrong with it) and replaced the turbo gaskets. The health check didn't show anything as expected. On the drive home the car did feel different and a bit peppier. So I will run it and keep an eye on it. Lex have said they will reccomend a repair centre to strip and examine the car should it be required again (not an Arnold Clark dealership surprise surprise).

They opened the bonnet this time then? 

[Steve (sdh2903)]

14 minutes ago, Dommo said:

They opened the bonnet this time then? 

Yeah the engine cover makes a handy laptop stand

[DamperMan]

Your lucky... at least it still goes!  My neibour bought a new transit connect.  It blows a fuse and stops.  It's under warranty it takes 2 weeks for the main steelers to look at it.  All the ford garages are stacked out with warranty work.  they replace the fuse! After they have they can't find the fault... he gets a replacement van but it's inconvinent, can't carry his ladders etc. His van is currently at the dealers nr Watford where it expired last week.   He's also just bought a focus almost new... it cut out with his wife driving it last week   She called the aa and they took it back to the main dealers in Milton Keynes. Because it was recovered by the aa the dealers won't give a curtesy car 'wrong procedure'.  and they said it would be at least 2 weeks before they look at it.....   he's never buying ford again! ... 

[corsechris]

It's endemic though, 'technician' or 'engineer' just seems to mean somebody who has done a 2 hour course on operating a piece of software these days. Most of the 'engineers' coming up at my old place had zero clue about how to actually diagnose a problem. I used to have amusing conversations with remote support guys. Me: the server is dead. Them: nothing showing on the alert software. Me: the power is off. Them: Oh. Me: would you like me to turn it back on then? Can't really blame them, crap training.

[Kit Car Electronics]

Also, before making too many judgements on different manufacturers, remember that most dealerships are independent with a contract to sell and service. Like any large purchase, it's good to think about where the after-care will be provided, because there is plenty of competition and spread of competency.