Purolator filter "disintegrated" and clogs motor?

[Drew99GT]

Do we have anyone here who is in the oil filter industry, or possibly have the assistance of Purolator or someone at the National Filter Manufacturers Council, professionally cut the filter open and document that the filter material is in tact, nothing is poking through the center tube, and that the filter is not defective? That would give you solid 3rd party evidence. Do you have anything in writing from this Ford dealer stating they say filter material sticking through the center tube?

Me thinks this will be an easy case for a lawyer and this Ford dealer got caught lying with their pants down in the oval office.

 

[demarpaint]

Originally Posted By: bingoh
Originally Posted By: mechanicx
Originally Posted By: demarpaint

Perhaps now that the OP has the filter and proof it didn't fail he can get a regional or area rep involved and spell it out to him before paying an attorney. I'm thinking that since the tide has changed here, I'd be willing to go a few rounds on my own, and use a lawyer as a last resort only if needed. IMO it is looking worse for the dealership now!


I agree. Have you talked with Ford's customer service about this at all yet? You may still need to get a lawyer but I would talk to Ford customer service telling them that the filter was fine and see if they'll just go ahead and warranty the repair.


I went ahead and e-mailed a complaint to Ford's customer service. I'm not holding my breath, but maybe they will have a different attitude than the dealership. It's worth a shot.


Somewhere in the OM there should also be a phone number for Ford when an issue with a dealer can't be resolved. It was in the older Ford OM's unfortunately I don't have an new OM. It is always nice to talk to a person. You might get lucky with them, but under no circumstances let that filter out of your hands.

 

[mrsilv04]

Originally Posted By: bingoh
I went ahead and e-mailed a complaint to Ford's customer service. I'm not holding my breath, but maybe they will have a different attitude than the dealership. It's worth a shot.


The last time I tried that move, I was told by Ford's "Customer Service" that dealerships are independently owned businesses, and that they (Ford Motor Company) had no intention of intervening in such a dispute between a customer and a dealership. However, if you're under warranty, the response may be different.

Of course, that dealership ceased to exist a few years ago... which helps to prove that it eventually DOES catch up with them.

That helped to end any further purchases of Fords by me.

 

[oldmaninsc]

Originally Posted By: demarpaint

Smart move. Sadly it is going to cost you.



This sums it up nicely re: aftermarket parts. In the rare event of a failure having a MC filter in the truck would have saved lots of hassle, using Ford oil and having Ford do the service would have made it even better. Most people don't do that, and by law are not required to do it. Most people don't have problems either. When they do this is a typical example of what can and does happen. Hindsight is 20/20.


I agree. That's why on both of our new cars (when they were new) I had the dealership change the oil while it was under warranty. I figured after spending all the money on a car what's a few more dollars for a few oil changes.
But you are right - hindsight is 20/20. I feel for the o/p. This is a big mess!

 

[bingoh]

Not surprisingly, Ford's response was to repeat the dealership's diagnosis and say there's nothing they can do...that's high quality customer service for ya! Oh, they said that the dealership now has my oil sample and documentation ready...like any documentation they provided at this point wouldn't be highly suspect.

 

[mechanicx]

That's pretty sucky. I know GM has sided against the dealer and authorized repairs a few times, but what you got is pretty typical. You could try to get them on the phone. It looks like it is lawyer time. I really hope you do get a lawyer and maybe contact your attorney general so whoever is responsible doesn't get away with this.

Unless we believe Purolator complete switched filters then this sure looks like Ford is responsible. That filter Purolator sent back looked perfectly fine and I was surprised it wasn't cut open. I guess it was necessary.

 

[bingoh]

Originally Posted By: mechanicx
That's pretty sucky. I know GM has sided against the dealer and authorized repairs a few times, but what you got is pretty typical. You could try to get them on the phone. It looks like it is lawyer time. I really hope you do get a lawyer and maybe contact your attorney general so whoever is responsible doesn't get away with this.

Unless we believe Purolator complete switched filters then this sure looks like Ford is responsible. That filter Purolator sent back looked perfectly fine and I was surprised it wasn't cut open. I guess it was necessary.


I wish I could say that I was surprised at the response, but I'm not. Unfortunately, it seems like companies are more interested in CYA than customer satisfaction anymore. I sent a return email to them saying that my only alternative was clearly civil action and the Ohio Attorney General's Office, but I don't expect that to change Ford's tune.

I was also kinda surprised that the filter wasn't cut open, but I suppose that it passing of the mounted tests made that unnecessary. I'd think that, if it showed some sign of defect during the tests, that they would have cut it open to see why. I really doubt that the filter was switched. There is a number on the side in perminant marker which I assume was a documentation number by Purolator for filter identification when it was sent in. That seems to indicate that they have some kind of evidentiary logging system in place. Obviously, it could still have been theoretically switched, but it seems odd that they would if they're also documenting like that.

 

[mechanicx]

Yeah someone is being dishonest here, either the dealer or Purolator. You have the dealer saying the filter disintegrated and Purolator sending back a perfectly fine filter and saying it has no defect. Sounds like it is time for a lawyer and to determine who is at fault. I'm thinking since the evidence, the filter, looks fine then it is on Ford.

What did the dealer say when you told them Purolator sent you back the filter and it was fine? Have you talked to them again yet?

 

[bingoh]

Originally Posted By: mechanicx
Yeah someone is being dishonest here, either the dealer or Purolator. You have the dealer saying the filter disintegrated and Purolator sending back a perfectly fine filter and saying it has no defect. Sounds like it is time for a lawyer and to determine who is at fault. I'm thinking since the evidence, the filter, looks fine then it is on Ford.

What did the dealer say when you told them Purolator sent you back the filter and it was fine? Have you talked to them again yet?


It was rinse and repeat with the service department when I told them that the filter report came back OK...they essentially implied that Purolator was lying to cover their butts. I havn't talked to the the dealership again since I saw the filter first-hand. I'm considering a face-to-face in the next couple of days with the filter in-hand...it might get a little loud in the service department!

 

[demarpaint]

I would not cut the filter open!!!!!!!!!!!!!!!!!!!!!!! Leave it exactly the way you have it, intact. Contacting a local News Station that is looking to break balls and fill air time might be helpful. NY has 7 On Your Side, other stations have similar segments and try to help the little guy. I had luck with them with other issues over the years.

Contacting the BBB, Dept of Consumer affairs, and the DA isn't a bad idea either. Standing outside of the dealership informing potential customers of their lousy CS, doesn't hurt either. Especially on a Saturday afternoon. Save that for a last resort if all else fails.

All these things can be done before contacting an attorney. IMO they are now waiting for your next move. Remember the service writer, techs, and dealership owner all have vehicles that are running fine, and could give a flying [censored] about your problems!

 

[FZ1]

It would seem that if the filter was intact,and there was no oil leaking on your garage floor,then you got a bad motor from Ford. Your gonna need an attorney.

 

[bigmike]

Have you received anything in writing from Purolator? If they do have a testing method for potential faulty filter, and I'll assume they do, then certify mail them and request it in writing that you wish to have a copy of their report.

If you don't do it, I'm sure your lawyer will but it would be better if it's already done.

 

[bingoh]

Originally Posted By: bigmike
Have you received anything in writing from Purolator? If they do have a testing method for potential faulty filter, and I'll assume they do, then certify mail them and request it in writing that you wish to have a copy of their report.

If you don't do it, I'm sure your lawyer will but it would be better if it's already done.


Yes, I got a report in writing from Purolator. They stated in the report that "the gaskets, threads, and squareness of the threaded bottom assembly were checked and found to conform to specifications and requirements for this model. The threads were free of burrs or other defects. The gasket met the size, hardness, and compound specifications prescribed. The filter was mounted to the test base, per installation instruction, and subjected to functional performance tests. The filter performed satisfactorily and did not leak during the test. Internal restriction flow testing was conducted to determine the amount of restriction across the filter media. Testing found the filter was not restricted."

 

[bigmike]

Excellent!

Sounds like you have a strong argument against Ford then.

I wouldn't deal with the dealership office anymore. Consult your lawyer about going to get their information, paperwork, oil sample, etc.

Have your lawyer handle the situation from here. I can't see how they're going to fight this with this information from Purolator in hand.

I know the circumstances are rough but you have alot of BITOG readers that want you to see this through and for you to have this corrected.

 

[bingoh]

Well, my truck has been taken back from the dealership and towed to a third-party mechanic for an unbiased diagnosis. The mechanic has alot of doubt that Purolator would even bother to lie over something so small and would almost certainly have owned up to a defect in the filter and paid out what would be to them a paltry amount of cash. He also ahd alot of doubts about the dealership's method of "diagnosing" the problem.

I also went to the dealership today and advised them that the truck was being towed. The service manager looked gut-punched (I showed up in person unannounced and told him that the truck was being taken) and like he wanted to go hide under a rock. I was less than pleasant and he basically acted guilty as sin. While I was there, I also retrieved a sample of the oil they took. While it looks rather dark, I personally didn't see any visible debris in the oil.

 

[Ursae_Majoris]

Good luck to you! If dealership/Ford are found guilty, demand reimbursement for your lost time, tow, third-party diagnostic, etc.

 

[demarpaint]

Smart move! See if the mechanic can collect his own oil sample, I don't trust Ford in any of this.

You see how the dealership forced your hand? Had you done nothing the truck would have sat there until [censored] froze over! Typically fingers of blame are pointed everywhere by the party who is at fault. That is until you take control. Keep in mind your mechanic's findings mean nothing to Ford. IMO they aren't going to do anything now until ordered to do so by the legal system. Be prepared to wait now.

 

[Herz]

I hope you win against those theives. (dealer.)

 

[Mr_Joe]

I had a GMC truck a while back that failed to start one day. We had just driven it that A.M.. It was less than 3 yrs old & under warranty,I was out of town. The wife called the dealership,it was taken in & looked over. They call later & said fixed but not covered. I asked the wife to get by without a vehicle until I got home the next day.

When I go in the service manager tries to tell me a squirrel had chewed through a wire. The location was the top rear of the engine. The wire in question had a very clean break with NO chew marks on either side of the crease. There was also no peanut butter smeared on the wire. Knowing the history & where the truck was parked I said there is no way in HE** a squirrel chewed that wire. I would of gladly paid had it actually been a problem not covered. After a few calls to Detroit they relented on the $150+ bill. I followed up with a AAA report & a meeting with the owner. The tech that worked on the truck did not even think it was a squirrel. For some reason the service manager went that route. And I'm usually not that hard to please with consumer affairs, really.

 

[bigmike]

Originally Posted By: Ursae_Majoris
Good luck to you! If dealership/Ford are found guilty, demand reimbursement for your lost time, tow, third-party diagnostic, etc.


+1

And lawyer/court/document fees, lost wages, etc.