My family's 2014 Ford Fusion lost steering control recently. We took it to the Ford dealership and were told it was a $1600 repair. I was incredulous--the car had 20,000 miles on it. Doing some research, I saw that Ford has various problems with the 2011-2014 Fusions and their steering assist. I read the TSB, recalls, forums, and NHTSA complaints. There was even a case under litigation recently and the brief on that was interesting reading. It was disheartening to read the same problem we had and Ford not doing anything to resolve it. Recalls to change bolts, update some software, etc.
Long story short, we did not the resolution we wanted. I started a case with Ford but then told to call the dealership. They took days to get back to us and then had no idea what was going on, accused us trying to get a free repair under the pretense of another issue, and in the end, not doing anything at all.
I called the regional customer service rep twice, left a message that I wanted to discuss the issue, and neither call was returned.
Had such a negative experience at the first Ford dealership we went to a second one and it was almost the same. I was encouraged to open a case with Ford or call the regional customer service manager.
Has any one else run into this issue with their steering gear motor needing to be replaced on a relatively new vehicle? Things happen, I understand, but between the case under litigation and the recall about issues related to the steering gear I am aghast that Ford is not doing the right thing and making these repairs. I reached out to everyone I could and it all fell on deaf ears.
I hope someone from Ford sees this and contacts me. I really want to discuss the experience.