Uneducated people answering the hotline

GregH · March 3, 2008

Ok, so I've got this 6.4 staring me in the face with a leaking radiator, failed turbos, low compression on #6 and #8, and a programmer in the (already open) glove box. Various codes in memory, no oil on the dipstick, low oil pressure at idle, no coolant visible in the degas jug.

Call the hotline. Advised to call the warranty assistance center about the programmer. Ok. Call the center. Get transfered to an in-duh-vidual who doesn't know her ass from a hole in the ground. Here's how it goes:

Me: "I've got a 6.4 in an F-350 that is low on oil, oil pressure concerns, 6000 miles past on it's oil change interval, and there is a programmer in the truck."

Her: "Ok, so what is your question?"

Me: "Is the warranty status affected by the condition of the truck and the presence of a programmer?"

Her: "What do you mean?"

Me: "The truck is low on oil. The truck is over by 6000 miles on it's oil change interval. There is a programmer that has probably been installed on the truck."

Her: "Did the oil cause a problem?"

Me: "Probably."

Her: "Then it wouldn't be covered under warranty if they are not maintaining the vehicle."

Me: "What about the programmer?"

Her: "What's a programmer?"

Me: "An aftermarket performance enhancement device."

Her: "Did it cause a problem?"

Me: "I'm not qualified to answer that question. That's why I'm talking to you."

Her: "Well, if it caused a problem, then it wouldn't be covered by warranty."

Me: "Ok, then. Thank you."

Her: "Is there anything else I can help you with?"

Me: "Else? You haven't helped me with anything, yet!"

Screw it. This customer is getting an engine, dammit. If Ford has such an idiotic method of determining warranty coverage, then they deserve what they get. I cannot believe they had someone read me the warranty and policy manual. Fuckin' idiots!

Tony302600 · March 3, 2008

That should be your service managers and FSE's call not some pencil pusher. Don't make that all....put it on someone else's shoulders. I would void the shit outta that warranty IMHO.

Jeff_E · March 3, 2008

Quote:

for more information on where to find the online warranty cancellation request form, go to fmcdealer
- Parts & Service tab - warranty administration and parts return (bottom of left column) - Warranty cancellation request form.

I've done this a couple times. you can even upload digital photos to really make your case. It helps in expediting the process if you also call your FSE /forums/images/%%GRAEMLIN_URL%%/2cents.gif /forums/images/%%GRAEMLIN_URL%%/fouet3.gif

Aaron · March 4, 2008

A hotline recommendation upon installing a new egr valve, and it failing the egr position test:

And I quote:

2/27/2008 11:51:00 AM - Hotline recommended:

Keep replacing egr valves until one passes the test or stops setting egr codes. If there is a cooling system concern, follow the tsb recommendations for testing and repairs. TSB 08-03-07 FOLLOW PROCEDURE TO DIAGNOSE COOLANT RELATED CONCERNS - 6.0L

KEEP REPLACING EGR VALVES UNTIL ONE PASSES THE TEST OR STOPS SETTING EGR CODES.

How about "Suspect problem with replacement valve. Install a new valve and retest."

Unreal...fuckin' unreal.

LARRY BRUDZYNSKI · March 4, 2008

Picture this....

A janitor sweeping up the office and the phone rings...

Quote:

Tech line can I help you?

Sound familiar? /forums/images/%%GRAEMLIN_URL%%/surprise.gif

Shlep · March 4, 2008

That about sums it up Larry, goes right along with Aaron's EGR valve and my best to date with the engineer that recommended me hang a remote start on an Escape that had a trans problem cold.

I guess they're not all that picky where they find these folks.... come to think of it I got a couple at our shop that would fit right in /forums/images/%%GRAEMLIN_URL%%/banghead.gif

LARRY BRUDZYNSKI · March 4, 2008

Yeah that was always the on going joke about Tech line. I always loved when they didn't have a Friggin clue what you were talking about and asked for you to call back and give them background on the problem. HHMMM, let me think about that.... NOT!!!

Jeff_E · March 4, 2008

Wow, a remote start to fix a cold trans problem Brilliant /forums/images/%%GRAEMLIN_URL%%/drinkingdude.gif

~Sorry sir, the illustrious hotline instructed me to just cover up your symptom and not actually fix anything.

I called the luke warm line a few years ago on a 6.0 no start concern. I remember the conversation vividly. They first told me to do a crankcase pressure test. HELLO ASSHOLE...I said it DOESN'T START, and as such, I can tell you with certainty that the current crankcase pressure is 0. Thanks for playing,-dork, want to put down your crossword puzzle and try again buddy?

It went downhill from there /forums/images/%%GRAEMLIN_URL%%/flamethrower.gif /forums/images/%%GRAEMLIN_URL%%/surprise.gif /forums/images/%%GRAEMLIN_URL%%/fouet3.gif

Mekanik · March 4, 2008

Ha-ha. Theese are great. Let me first say that there are some really smart people at hotline. There are also some people that have no buisness trying to help us. When I get someone who is really smart and helpful, I get thier name. Then some times I ask for them when I call.

My favorite was about a year and a half ago when I suspected that a injector on my right bank was letting combustion gas into the fuel system. The baloon test was not showing a problem. The hotline engineer said, " Well why don't you just swap the injectous side to side. " All 8 injectors, he wanted me to just swap side to side like I was swapping a coil on plug to a different cylinder. I had to explain the whole flat rate concept like I was talking to my wife.

I actually turned down a job offer to be a hotline engineer at a different company less than a year ago.

v8ranger · March 4, 2008

Oh man I've had a few boneheads answer,but also a few who were brilliant. The one bonehead that comes to mind was from quite few years ago. I had a cougar that the abs light would come on the only code I could get was 19. Only problem no such code existed,try everything, can't get rid of the code. Call hotline, what do they tell me can't be code 19 it doesn't exist, no shit why do think I'm calling. His answer" I don't know then, what do think?" I felt like killing him.

Tony302600 · March 4, 2008

The diesel guys im happy with...once or twice i'll get a moron. Anything else (except shane at body/chasis/electrical /forums/images/%%GRAEMLIN_URL%%/thumbup.gif /forums/images/%%GRAEMLIN_URL%%/notworthy.gif ) the rest is not worth calling. The gasoline guys are assholes IMHO.

Best call I've ever had...a year ago when the axle recall was happening on the hybrids, i had one where i couldn't the axle apart (center shaft from outer shaft). I tried, we all tried, i called hotline ( manager wanted me to check for known concerns cause i was the first one to do it) and i was bounced to 3 different sections...i got to the driveline guys...he wasnt sure....so he was going to ask the manual trans guy /forums/images/%%GRAEMLIN_URL%%/scratchhead.gif who was next to him... after 15min he came back to me and said "well i really dont know what to tell you...did you try heating it up "

in the backround the manual trans guy screams, " jesus, no don't tell him to do that, u'll mess up the axle, "

Long pause........... i'd say replace the whole assembly.

I was laughing my ass off and was like ok....

(that claim got bounced, even with hotline's rec. )