NHTSA Complaint #11465814 — 2019 FORD EXPEDITION

My family received a notice of Customer Satisfaction Program 21N08 – PCM Reprogram Due to Engine Shudder – 2017-2020 Ford F-150, 2018-2020 Expedition, & 2018-2020 Lincoln Navigator. We immediate began trying to locate an authorized repair facility. It took several months to get an appointment. During this time, our vehicle shuddered, stopped, and even turned off completely while driving. The problem continued to increase in intensity. When we were able to get the vehicle into a Ford dealership, they suggested that we contact Ford for the repairs that we needed. A private repair facility told us that now, because the shudder issue was not resolved right away, they discovered VCT phasers, VCT solenoids, timing chains and tensioners - failed setting code P0021 and causing engine to run rough. There was a loud rattle on startup which is related. P0018 stored in history. We have received a $4,000 repair estimate. I contacted Ford Customer service. They suggested I bring it into Ford Dealership. I explained that it had taken months to get in the first time. Customer service refused to provide me with additional authorized Ford repair (non dealers) in my location. Customer service refused to provide me with information on the error codes above. Customer service refused to provide me with more information concerning the PCMC reprogram and the known problems related to failing to obtain the reprograming. Customer service was not able to help me at all. I believe that the “PCM reprogram due to engine sudder” should be investigated as a potential formal recall program. Ford should repair of known issues a priority for their customers, and should also repair issues caused by failing to allow their customers to receive a timely remedy of this problem. I would also like more information on known issues with the PCM reprogram and engine shudder. I would like to view the quarterly reports.