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Emission Fluid Fault Problem - NOX Module
I hate that my first post here is a problem post, but maybe someone on this forum can help me locate the part on some form of dealer trade. I also have seen several other threads with similar problems so I felt this should be posted here (I originally posted this on Dieselstop). I think new Super Duty owners should have an idea of what they are looking at for parts availability, etc. I read the horror stories on the forums and thought surely that is just a tiny percent, but it happened to me!
I have a 2012 F-350 SRW with the 6.7 Diesel that I purchased Thursday, March 8th. It currently has about 2500 miles on it.
Soon after purchase, it came up with a warning on the information screen. I do not remember exactly how it was phrased but it said essentially "Emission Fluid Fault. In 50 miles your speed will be limited." It also had a small warning light that looks like droplets and waves of water on the bottom right side of the screen. I believe this was march 19th. We took it to the dealership and they reflashed the computer and replaced a sensor (EGR or EGT) and said that should take care of it.
The next incident was the weekend of March 25th. It displayed the same warning again so I parked the truck Sunday night. When I hit "ok" to clear the big warning, it kept the small warning light in the lower right corner. I was going to take it into the dealership Monday morning but when I started it, the code was cleared, so I continued to drive it.
The third incident was Monday April 2nd. It again displayed the same code but cleared itself after I turned it off to fuel up. I had a service appointment for a DVD install on Thursday, so when I dropped it off Thursday morning I asked them to check it out again. Check for codes, possible damaged DEF line, possible bad injector, etc. They kept it for the day and gave me the all clear.
The fourth incident was Saturday, April 7th. it did it AGAIN. My wife was driving the truck and she called to tell me that the light came on and the countdown to limit speed started again. She was out of town and the truck went into limp mode at would not go over 50mph. Of note, a second warning came on to tell her she only had 300 miles left of DEF fluid. I do not know if this is related in any way, but the truck only has 2500 miles on it.
She stopped at the dealership and dropped off the truck. I will say here that the dealership was great and the sales guys pulled a clean used car off the lot and gave it to her as a loaner since service was closed. I posted about this on DieselStop and was approached by Corey in Ford Customer Care. I gave him all of the information and received a call from the regional customer care rep on Tuesday April 10th. She told me that my case had been bumped as a priority and that she would get back to me soon with an eta for the parts that I needed (NOX Sensor and NOX Module).
Today, Wednesday, April 11th, I spoke with regional customer service rep. They advised me that because my claim had been escalated and is a priority, they should have my parts the week of April 23rd and that hopefully I can have them here between Wednesday and Friday of that week. Best case scenario, If my parts get installed on Wednesday April 25th, I will have been without my truck for 21 days. If the parts show on Friday, that will be 23 days total in the shop provided the dealer can get it done the same day they were delivered. I bought it March 8th!
I told the customer service rep that I thought that was completely unacceptable. Her only real response was "were you provided with a rental car?" Yes, but I cannot haul my 5th wheel or work trailers, do not have a garage door opener, does not have my toll road tag, etc. I cannot believe they feel that makes this okay. I want my truck that I bought and am making payments on!
The fact that this is a well documented problem on this site and others should be an indicator to Ford that maybe they should keep spares parts on hand.
My dealership and the service department have been great by providing me cars, etc. but I think that a new truck spending almost a month in a service department when it has 2500 miles on it is just a shame. I am sorry for the rant, but I am just so frustrated with this situation that I cannot think rationally.
BTW if any of you are at a dealership that has a spare NOX module, is there anyway to do a transfer from one dealership to another on parts?