Does the dealership need to repair my transmission under warranty?

QUESTION

Hi John,

I have a 2018 Ford Everest with 80,000kms on it and it hasn’t been a completely trouble-free ownership.

I have an intermittent, on-going drivetrain ‘thud’, when changing from first to second, under light throttle and slight load, for example pulling away from traffic lights on incline.

It started at 30,000km and is still not repaired despite two separate dealers having had a go. I’ve had reprogrammed transmission control modules, and even one dealer technician experienced the noise while I was driving and stated it was a ‘characteristic’, but only after I left the dealership, I may add. Not to mention, it’s a characteristic that wasn’t there for the first 30,000kms.

If I had to describe the problem it seems like a sticking valve in the valve block in the gearbox, which would be unusual, or something in the transfer box when providing drive to the front axle. But I’m no Ford technician and have no access to any technical bulletins.

You advice would be great. Thanks.

Shawn

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ANSWER

Hey Shawn,

The thud can (probably) be fixed - if you find a suitably motivated dealership. Ford might play the ‘operational characteristic’ card there - but it will depend how bad it is, and how dramatically it affects driving the car.

A gentle thud that develops over time could just be a bit of backlash in a part like a universal joint somewhere (undetectable in the higher gears because there’s less reactive torque at higher speeds.

There is also a factor to consider regarding how the vehicle has been driven - and I’m not suggesting you have abused it, I’m simply pointing out how Ford might see things. For example, if you’ve taken it off-road and driven it pretty hard, they might qualify that as a contributing factor or even go so far to label it abuse. Anything to get out of their warranty obligation.

It’s probably worth reading through the Australian Consumer Law’s Consumer Guarantees regarding reasonable durability and what your rights are regarding remedy and refund, as well as Ford and the dealership’s legal obligation to you. I have several consumer reports that should prepare you to hold them accountable if they try to brush you off, such as: How to fight a carmaker (and win) >>

So, be armed with counter argument, especially if this isn’t the case and you’ve driven it normally, like a civilised human being. I would also suggest getting a third verdict from a reputable, qualified transmission specialist, then take that assessment to the dealership and Ford.

Expect further dissatisfaction from said dealership and/or Ford. Also, you can try other dealers; you’re not locked into the one. And keep in mind the dealership will bill Ford for their work, so don’t let the service manager rob you blind in this process; although they might ask you for a small inspection fee to diagnose the issue, in which case you need to weigh up that cost for the value of the potential solution. A few hundred might seem worth it compared with overall transmission replacement costs into the tens of thousands.

Best of luck with it mate - let me know how you get on.

JC

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