NHTSA Complaint #10713656 — 2011 FORD EXPLORER

IN APRIL 2015, I HAD TWO INSTANCES IN WHICH MY VEHICLE LOST POWER STEERING WITH A CORRESPONDING "POWER STEERING ASSIST FAULT" MESSAGE. I, FORTUNATELY, WAS IN A PARKING LOT BOTH TIMES AND WAS ABLE TO STEER TO A PARKING SPACE, TURN OFF THE IGNITION AND RESTART THE CAR (AS ADVISED IN THE OWNERS MANUAL). IN RESEARCHING THE ISSUE, I DISCOVERED A RECALL NOTICE FOR POWER STEERING ISSUES. I TOOK MY CAR IN FOR SERVICE ON APRIL 23RD TO HAVE THE SERVICE PERFORMED. ON APRIL 27TH, WHEN I STARTED THE CAR TO PULL OUT OF MY GARAGE AT HOME, I REALIZED THAT I HAD NO POWER STEERING. TURNING OFF THE IGNITION AND RESTARTING NO LONGER WORKED. I CONTACTED THE DEALERSHIP WHO PERFORMED THE RECALL SERVICE. BECAUSE THE POWER STEERING WAS WORKING WHEN I TOOK THE CAR IN FOR THE RECALL SERVICE, THEY PERFORMED THE BASIC RESET AND SENT ME ON MY WAY. FORD IS TELLING ME THAT BECAUSE THEY HAD SERVICED THE RECALL ONCE, THEY CONSIDER IT TO BE REPAIRED AND WILL NOT COVER THE REPAIR OF THE FAILED POWER STEERING. FORTUNATELY I WAS NOT TRAVELING DOWN THE INTERSTATE AT 65 MPH WHEN MY POWER STEERING FAILED, OTHERWISE IT COULD HAVE BEEN TRAGIC. I CANNOT BELIEVE FORD IS REFUSING TO REPAIR A KNOWN DEFECT THAT WAS SERIOUS ENOUGH TO WARRANT A RECALL. *TR