Sensing System Camera problems of the 2011 Ford Edge

The contact owns a 2011 Ford Edge. The contact stated that while reversing, the rearview camera displayed a blank or upside-down image. The contact stated that the rearview camera had previously been replaced, but the failure persisted. The vehicle was not diagnosed or repaired by an independent mechanic or dealer. The manufacturer was not made aware of the failure. The failure mileage was approximately 160,000.

Nhtsa request #1576215 | Ford motor company [xxx] I am filing a complaint as suggested by the u. S. Department of transportation’s vehicle safety hotline information center. My 2011 Ford Edge is experiencing the same symptoms as indicated in a safety recall for failure of the backup camera, however my vehicle/equipment is not included in the recall. The camera was replaced and paid for out of pocket in 2021 due to the same issue. I requested that Ford motor company provide a customer satisfaction program for my vehicle's back up camera. We paid $1,072. 46 ($485. 00 for the camera + $587. 46 in labor charges) to replace the defective back up camera 1/28/2021 after the technician at mike marone Ford in longmont, CO verified our concern and confirmed that the backup camera was inoperable and had failed. This repair came with a 2 year unlimited mileage parts and labor warranty. When the camera failed again in 2023, I called the same dealership to ask about the repairs and was told the warranty had expired a few months prior and there was nothing they could do other than have us pay to replace the camera again. They performed an inspection and confirmed the camera is inoperable. Shortly thereafter we received safety recall notification 23s23/NHTSA recall 23v342 for an inoperative rear camera for our 2020 Ford explorer. I was hopeful that Ford realized the camera was defective and would replace the camera in our 2011 Ford Edge as part of that same recall, as the safety notification stated "the loss of the rear camera image while in reverse increases the risk of a crash". I called Ford motor company I was told by the customer service agent I spoke with, that this was a VIN specific recall notice and she could not honor the recall for 2011 Ford Edge. Followed up with Ford asking them to reconsider their decision, and was told they could not overrule the initial decision. Information redacted pursuant to the freedom of information act (foia), 5 u. S. C. 552(b)(6).