NHTSA Complaint #10453594 — 2011 FORD EXPLORER

AS WE WERE SLOWING FOR A STOP SIGN ON A CURVE, THE STEERING WHEEL LITERALLY JERKED OUT OF MY HUSBAND'S HANDS, STRAIGHTENING THE WHEELS. A WARNING BELL WENT OFF AND THE DASH DISPLAYED "POWER ASSIST FAILURE." IT WAS IMPOSSIBLE TO MOVE THE WHEEL. AFTER TURNING OFF THE ENGINE AND RESTARTING, STEERING RETURNED TO NORMAL. THE DEALER HAD A PREVIOUS EXPLORER WITH THE SAME PROBLEM WHICH WAS CORRECTED BY REPLACING THE POWER STEERING CONTROL MODULE. THERE ARE SEVERAL OTHER IDENTICAL INCIDENTS RECORDED ON THIS SITE AND OTHER INTERNET FORUMS, ALL EVENTUALLY REPAIRED IN THE SAME MANNER. FORD, HOWEVER, WILL NOT APPROVE WARRANTY REPAIR BECAUSE THEY CANNOT DUPLICATE THE FAILURE AT THE DEALERSHIP OR RETRIEVE AN ERROR CODE, SAYING THEY "CAN'T FIX SOMETHING IF THEY DON'T KNOW WHAT THE PROBLEM REALLY IS." THEY WANT US TO DRIVE A CAR WITH A SERIOUS AND FRIGHTENING SAFETY ISSUE UNTIL IT FAILS COMPLETELY OR CAUSES AN ACCIDENT FOR WHICH THEY WILL DENY RESPONSIBILITY SINCE "THERE IS NOTHING FOR THEM TO REPAIR." FORD'S REGIONAL CUSTOMER SERVICE MANAGER ALSO REFUSED TO DOCUMENT THE COMPLAINT OR DENIAL IN WRITING. *JS