Edge Low Speed Surge/Buck - Transmission

[Johnny B]

On 5/27/2019 at 11:47 PM, edgeowner57 said:

I'm watching this thread with interest, as my 19 Titanium exhibits the same behavior! You can actually see the tachometer moving back and forth at low speeds.

 

At the very least call customer care and report it.  1-800-392-3673

[Johnny B]

On 5/27/2019 at 11:47 PM, edgeowner57 said:

I'm watching this thread with interest, as my 19 Titanium exhibits the same behavior! You can actually see the tachometer moving back and forth at low speeds.

 

At the very least call customer care and report it.  1-800-392-3673 it's a call center in the Philippines but it's better than nothing. 

[Toby99]

JohnnyB, Sorry to hear you are yet another Edge owner with transmission issues.  Though I doubt it will help, you did correctly by talking to service and contacting Ford Customer Care. 

 

Here is an update on my issue.  Near the end of September I mailed an extensive document package to William Clay  Ford Jr., Executive Chairman, Jim Hackett, President and CEO, and Dave Filipe, President of Powertrain Engineering. 

 

The documentation included a cover letter explaining the issue with the 2019 Edge.  It also included copies of my three service visits and this forum post from start to mid September.  Several weeks later I received an email from Brad Simmons, Ford's Director of Community Outreach.  Below is his email.

 

Dear Richard,

 

Your letter to Bill Ford has been forwarded to our office for reply.

 

Please know that we do care about the ongoing problem you are having with your 2019 Ford Edge and understand that you are disappointed with the service you have received thus far.

 

I have personally forwarded your letter to the manager of our Customer Service team requesting a review of the matter. A member of the team will be in touch with you as soon as possible.

 

We truly hope this problem can be resolved to your satisfaction and that you will remain a member of our extended Ford family for many years to come. Our warmest good wishes to you.

 

Brad Simmons

Director, Community Outreach | Office of the Executive Chairman | Ford Motor Company

 

After several weeks of no contact by the Customer Service Team I emailed Mr. Simmons and asked for assistance.  As of today I have not received a reply from him nor have I received any contact by Customer Care.  I will also mention that I have not received any contact from Jim Hackett or Dave Filipe.

 

Should you decide to do the same, and I recommend you do, here is the contact information I used.

 

Ford Motor Company

1 American Rd.

Dearborn, MI 48126  

 

Attention:

William Clay Ford Jr., Executive Chairman

Jim Hackett, President and Chief Executive Officer

Dave Filipe, Vice President Powertrain Engineering

 

 

 

[Johnny B]

5 hours ago, Toby99 said:

JohnnyB, Sorry to hear you are yet another Edge owner with transmission issues.  Though I doubt it will help, you did correctly by talking to service and contacting Ford Customer Care. 

 

Here is an update on my issue.  Near the end of September I mailed an extensive document package to William Clay  Ford Jr., Executive Chairman, Jim Hackett, President and CEO, and Dave Filipe, President of Powertrain Engineering. 

 

The documentation included a cover letter explaining the issue with the 2019 Edge.  It also included copies of my three service visits and this forum post from start to mid September.  Several weeks later I received an email from Brad Simmons, Ford's Director of Community Outreach.  Below is his email.

 

Dear Richard,

 

 

 

Your letter to Bill Ford has been forwarded to our office for reply.

 

 

 

Please know that we do care about the ongoing problem you are having with your 2019 Ford Edge and understand that you are disappointed with the service you have received thus far.

 

 

 

I have personally forwarded your letter to the manager of our Customer Service team requesting a review of the matter. A member of the team will be in touch with you as soon as possible.

 

 

 

We truly hope this problem can be resolved to your satisfaction and that you will remain a member of our extended Ford family for many years to come. Our warmest good wishes to you.

 

 

 

Brad Simmons

 

Director, Community Outreach | Office of the Executive Chairman | Ford Motor Company

 

After several weeks of no contact by the Customer Service Team I emailed Mr. Simmons and asked for assistance.  As of today I have not received a reply from him nor have I received any contact by Customer Care.  I will also mention that I have not received any contact from Jim Hackett or Dave Filipe.

 

Should you decide to do the same, and I recommend you do, here is the contact information I used.

 

Ford Motor Company

1 American Rd.

Dearborn, MI 48126  

 

Attention:

William Clay Ford Jr., Executive Chairman

Jim Hackett, President and Chief Executive Officer

Dave Filipe, Vice President Powertrain Engineering

 

 

 

Thank You! I absolutely will get in touch with them.

[edgeowner57]

My dealer's service manager is performing TSB #19-2313 today. I will be interested in seeing if this helps the issue.

[Toby99]

That's positive news on TSB 19-2313.  Please let us know the results.

 

I received a call from Ford Dispute Resolution today.  We discussed the problem and I provided all the previous documentation via email the person calling.  Will be  interesting to hear what will happen.

[ktp1598]

All I can say is my wife is finally satisfied with her ST. She hated it at first because of the transmission but now she's having the time of her life in it. To all those getting the TSB please give it a little time to ''settle in" as it resets the transmission learning tables. 

[Lann]

Hi Everyone, I oddly find comfort that I am not the only person with this problem. I have had my new 2019 Edge for just over a month with less than 3k miles on it and have it in the service center for the second time today. EVERYTHING I am reading has happened to me even down to the techs saying it is fine.  I called Ford and opened my own case in addition to the dealer service center. I just received a call from them and they apologized to me sayin that a TSB came out yesterday for my specific transmission in the vehicle regarding this problem. She stated they performed the TSB and it should be ok. I pick it up in a couple of hours and I will get a copy of it to post here for others. Ford clearly has BIG problem on their hands. Hopefully my vehicle will be fixed this time.  

[Toby99]

Lann, Please post the TSB number you are having done on your vehicle.  TSB 19-2313 is dated 16 October 2019 so it may be different from the one you are referring to.   

[Johnny B]

Lann;  Which transmission do you have and what is the TSB number.     Thanks

[Johnny B]

This is the TSB that came out yesterday.  (TSB 19-2331) it is for a different problem with the same transmission.  I had it performed on my vehicle today, didn't seem to help the low-speed shifting problem. The service manager did show me where he contacted Ford to let them know they need to look into the problem.

[Mikey]

I think I may have discovered an interesting clue related to this problem.  I now have 5000 miles on my 2019 Titanium and it still exhibits the same buck/surge behavior at slow speed that it did on day one.  However, I was recently sitting in a long line of stop and go snail trail traffic so I decided to try out using the adaptive cruise control for it.  It was pretty much working as expected, (your ride is no smoother than how the guy in front of you is starting and stopping), but then I realized I wasn't feeling any buck or surge sensation when starting out from a full stop.

 

So it got me thinking, what are the differences between the accelerator pedal's encoder's signal to the PCM versus the adaptive cruise control's signal to the PCM? Perhaps the latter bypasses the "adaptive learning"  software which appears to be central to this issue? 

 

Anyhow I just now called the service dept where I bought the car and got a service appointment for Jan 6th to get the TSB 19-2331 fix.  Almost 2 months for a software update! It makes me wonder - if they can continuously beam down mountains of navigation data to me, why can't they beam down the software update for my transmission?  A little pop-up on the screen says "You've got mail! Ford wants to reprogram your car. Press okay to continue."

[Johnny B]

That is interesting Mikey I will try that the next time I get in traffic. Have you called the customer service line (1-800-392-3673) and opened a case? If not you need to do so and have them give you the case number. The service manager at the dealership where I bought mine said that is what will eventually drive Ford to come up with a fix. At this point, Ford just considers this an undesired operating characteristic of the vehicle and no repairs needed at this time. In other words, not enough people have complained about it yet.  Good luck and I hope the TSB 19-2331 does more for yours than it did mine.

[Toby99]

Mikey, I tried cruise control at its lowest speed, 20 mph, and I also noticed the smoother drive.  No buck/surge.  Thanks for pointing that out.

 

I received a phone call from a consumer affairs legal analyst with Ford's Dispute Resolution Program.   We talked and I explained the Edge problem.  I emailed all the documents I had physically mailed to Ford.  Several days later I received an email with a service appointment in December.  Ford's field service engineer for my region will be at the dealership to work the problem.  No idea what will be done.  I will update them with what Mikey found on cruise.

 

 

[Mikey]

On 11/27/2019 at 7:41 AM, Toby99 said:

Mikey, I tried cruise control at its lowest speed, 20 mph, and I also noticed the smoother drive.  No buck/surge.  Thanks for pointing that out.

 

I received a phone call from a consumer affairs legal analyst with Ford's Dispute Resolution Program.   We talked and I explained the Edge problem.  I emailed all the documents I had physically mailed to Ford.  Several days later I received an email with a service appointment in December.  Ford's field service engineer for my region will be at the dealership to work the problem.  No idea what will be done.  I will update them with what Mikey found on cruise.

 

 

 

Thanks for trying it, I wish more people would.  Yes, I should have pointed out that I also noticed the smooth acceleration when hitting "resume" on CC from a slow speed though, for a large difference between speed at engagement and the set speed, it's acceleration is far more aggressive than I generally drive so it was more difficult to use as a comparison than with the stop and go traffic scenario (given there is a smooth driver in front of you).

Edited December 7, 2019 by Mikey

[Toby99]

Had TSB 19-2331 performed on my Edge.  I am still feeling the buck/surge and can see the tach jumping at around 20mph on initial drive.  Updated Ford via email that the TSB did not fix the problem.

 

Question for others.  The service department stated it will take up to 2,000 miles for adaptive learning to update, and I guess fix the issue.  I have read, I believe here, someone mentioned their service department stated if could take up to 500 miles for adaptive learning.  Is adaptive learning actually involved or is this a standard statement to get the vehicle out of the service department?  How can one service department say 2,000 miles and another 500?

 

Could this actually be an engine issue and not the transmission?

[Johnny B]

Toby 99;  I had the 19-2331 performed on my vehicle over a month ago. It did not help the shifting issues at all. I was told that it is for another problem with the same transmission ( a harsh engagement clunk when shifting from park to drive or drive to reverse).  I would be very interested in knowing what Fords' field service engineer had to say.  I too tried the cruise control behind another vehicle in traffic and noticed the same thing that you guys have. A much smoother acceleration and shifting.

 

Please keep me informed of any new developments about this situation.

[Toby99]

Johnny B,  yes, interesting that a TSB 19-2331 was performed and the TSB had nothing to do with our issue.  I was not given the opportunity to talk to the FSE even though I had asked when the person would be at the dealership.  I have the FSB's email address but do not receive any written responses to my emails.  I have also emailed the dispute resolution specialist several times but only receive a read receipt. 

 

 

[Kcbbriggs]

On 4/25/2019 at 7:04 AM, Toby99 said:

Have an issue with a 2019 Edge Titanium.  I feel and see ( tach bounces ) a surge or buck at low speed around 15 - 20 mph.  This happens when I first drive each morning.   I does seems to clear a bit but low speed acceleration is never smooth.  Have had vehicle to dealer service three times.  No codes so they say it is normal for the vehicle.   ?   Have a appointment at a different dealer in three weeks.  Have also contacted Ford Customer Care.

Any ideas?

I also notice the jerky movement at very low speed in my 2019 Edge Titanium with 1500 miles. It seems worse in the morning when it’s cold. 

[Johnny B]

Kcbbriggs:  I'm sorry to hear that you have joined the growing group of people that purchased this vehicle and are having problems. This only involves the 8F35 transmissions which are in all of the 2019 Edge Titaniums. I have researched this a good bit and have found that a lot, but not all, of these models, do this. It sounds like you have done just about all that we can do at this point if you opened a case. You can also call ford engineering at 313-518-7309. I also wrote letters and sent them to Dearborn Mi. and finally did receive an answer. Hopefully, with more people bring it to their attention that they will come up with a solution to fix it.

[Kcbbriggs]

How do I add my name to the existing case?

[Toby99]

Kcbbriggs,

 

You will need to open a new case with Ford Customer Care.  Their number is:   800-392-3673.  From my experience don't expect much help.  They just take information and give you a case number.  You have to be polite but assertive to get action.  Ask for a call from someone that can help you.

 

You may also want to send Ford a letter stating your concerns.  Earlier in the thread I gave the mailing address and names I addressed my letters to.

 

Here is the latest replies from Ford dispute resolution team.  FSE mentioned is the area Field Service Engineer.

Good afternoon sir, 

I have discussed your concerns with the FSE, as well as looked at the TSB in question. At this time Ford Motor Company believes the vehicle to be repaired, and is operating as designed currently. While I appreciate that you may not accept this, I would direct you to the back of the warranty guide for more information on how to settle disputes.

 And after I questioned the above reply, this.

Good afternoon sir,

 

The TSB was completed as required, and identified the concern in the vehicle. We are confident the vehicle is operating as designed.

Time for another letter to Ford executive team.

[AutoBuff]

I also have this problem in my 2019 SEL with 7,200 miles.  It happens when the car is first started and driven 20 mph or less out of our street.  It seems like the vehicle is hunting for the right gear.  Once it's been running a while the symptom is gone or too subtle to notice.  Outside temperature seems to be irrelevant.  Yesterday afternoon it happened at 75 degrees.

 

FWIW, Consumer Reports gave the car a good review overall but in their road test report they did say "The eight-speed automatic is unobtrusive most of the time, but sometimes low-speed shifts are clunky."

[barrowrk]

Happy New Year.  Still waiting for a TSB for the 8F35 transmission.  Now have >8k miles on it.

[Kevin B.]

Add yet another one to the growing list.  Service visit number one for my 2019 SEL revealed no codes, but it had a history of engine misfires.  They replaced the EGR valve, but the bucking/surging problem remained and they told me that the car is running normally.   Second visit had two techs say that the car is running fine and there was nothing to fix.  Took the service manager for a ride and he agreed that it “isn’t right” but that there are no codes and Ford has no fix for the problem.  He also admitted that they had another Edge in the shop for the same problem.  They reprogrammed the PCM and performed an adaptive learning drive cycle, but that did nothing.  Manager said Ford is aware but has no fix.  I have parked the car until they come up with a fix or I get in a position to get rid of it.