I copied this from another forum, not sure if it's valid?
The second paragraph is about all you need to read.
Seems that Ford is well aware of the problem and woring on it.
I was supposed to take my truck back in today but cancelled as it appears the fix is a ways off, no point in taking it in if they can't fix it!!!
Thanks
"I'd like to clarify a few things that will hopefully address some of the questions and concerns regarding the repeat MIL/Code setting for the Nox sensor as well as provide a little background of how the product concern process works here at Ford. Note that I must state that these are my own opinions and not those of the Ford Motor Company, per Ford policy.
First off, yes, there appears to be an issues with a MIL (multifunction indicator light/lamp) code being set for Nox. Engineering is investigating the issue, Nox sensors have been and continue to be returned through the warranty parts return process for bench and on-vehicle testing to verify that 1) the sensor was in-fact defective, 2) that the sensor operating parameters are not biased (shifted higher or lower than the design specification allows, 3) the interfacing systems hardware and software operate as intended, 4) Some other outside factors are not influencing the system (contamination, etc.) that may or may-not have been accounted for. Note that a SSM (special service message) is currently pending, looks like a calibration change is coming mid-February. I expect the SSM to provide the detail of how the vehicle itself is impacted. Gut feel at this point is that the error state parameters in the calibration are either too narrow for the sensor's signal or the sensors output are biased slightly. Testing will determine which and how best to correct.
Now I'd like to provide you with some background that should provide some clarity regarding the concern identification process. First off, a dedicated staff of over 100 technical specialists receive input for our Dealers. This information is captured, keyword coded into a database, part numbers, etc. There's a second group, called product concern engineers that data-mine this database for trends, repeat repairs, etc. Once a concern has been identified, a service fix "count-down" clock is started.
Engineering and Service are measured as part of our performance metrics which is tied directly to our performance reviews including senior management. Some are measured on how fast a new concern was identified, while others are being measure on how quickly a resolution can be released to the dealer network. This creates a "checks" and "balances" type system to make sure that concerns are identified quickly, and that corrective actions are implemented. From the opening to closure of a new concern, rule of thumb is approx 70-90 days, with the majority being resolved much sooner.
Concerns are prioritized, based on severity. First and foremost is "dependability" which is directly tied to the impact to the customer. Then there's confidence, irritation and cosmetic. The reason for such prioritization is that resources are allocated based on the most critical issues first. Of course anything safety related takes precedence. It only takes a handful of concerns typically 6 or less of "confirmed" issues reported from the Dealer back to Ford with a population of <100,000 vehicles to trigger this process, and that scales lower for lower vehicle production volumes or new product introductions/launches.
The company is acutely aware that this is "your" vehicle and that it's your life that's being affected and that you expect a resolution when a concern arises. The people I mentioned above have sole responsibility to drive these issues to closure, that's what they do, that's all they do. Issues are reviewed daily and reported out weekly by a concern management team. If the process is working as it should, progress is being made, actions are in place and closure is forthcoming, all is good. I will also say that there are occasions and circumstances where there can be delays in the development of a permanent corrective action. This is typically caused by insufficient / inconclusive data to make a sound decision or exactly what the root cause of the concern is.
Issues are never ignored, it serves no purpose when your working to be the best automotive company on the planet to not listen to your customers. There are at times that disagreements between departments, especially if an issue is considered "normal" by engineering and thus not defined as a concern. However, the same process applies and if field data continues to grow, the Service team will escalate the issue again. I guess the point I'm trying to make that the people here do care and will do everything in their power to get product issues resolved as quickly as possible and there are processes in place to make that happen.
Please keep in mind that the Dealer is in a tough spot when there's no service fix available and engineering is investigating root cause. There's great frustration from all those involved. I'm not making excuses, these vehicles are very complex and it takes a little time to sort through them when an issue does occur.
Hope this helps...
-Paul "
