Ford's attitude toward warranty work

[hybridbear]

A few days ago when the temp dropped down to zero the left tail light lens cracked on our car. When I put my laptop bag in the trunk leaving for work there was no crack and when my wife dropped me off at the office 1.3 miles later the lens had started to crack from the top down. Over the days since the crack has grown almost all the way across the lens from top to bottom and has started expanding sideways. My dealer ordered a new lens to install today with my new shift knob, but Ford has denied approving this as warranty work. Ford says that the lens couldn't crack from cold but that something had to hit it. The Service Writed said he will keep trying to get Ford to allow the repair, but he wasn't optimistic that they would approve it. The dealer has said that they wouldn't charge me for labor to install it, just the part, if Ford continues to deny the claim.

 

However, it will still certainly be an expensive part, and it should be covered under warranty. So I want to see what advice you guys have for me of what I can do to get Ford to cover it. Is there someone I can contact (like a Zone Manager)? Would Ford's 1-800 number customer service do anything for me?

 

Thanks.

[GrySql]

Depends on how hard you want to try. Some battles are not worth the effort, high priced repairs are.

Yes, do get the Fleet Manager or other executive there to contact your area's Zone Manager.

Don't let a Salesperson or first tier Service Writer block you - because it's their job to stop upward travel of problems.

Beware, ZM's are well insulated but my FM was not afraid and the business got done.

 

BTW, that lens is listed at $123 USD.

Edited March 27, 2013 by GrySql

[steveo358]

Trina and Eric at Ford on facebook may be able to help you. https://www.facebook.com/FordCustomerService https://www.facebook.com/FordCustomerService2?ref=ts&fref=ts Its worth a shot. Send them a private message. They seem to be able to help people with things.

Edited March 27, 2013 by steveo358

[terryb]

I don't see why there should be any kind of a battle if there i no sign of impact on the lens. The only reason for avoidance of a physical problem coverage for the first 35 months is evidence of an outside force which has been caused by driver actions or collision damage. IMHO

[GrySql]

I was poking around and got the following info from a website that had a former Zone Manager answer a question like yours.

Hope it still works this way. So, calling, or getting in touch with a Ford CS rep sounds like a start.

My situation was not normal I see.

 

"If you file a complaint with Ford customer service I can assure you that your complaint will be followed up.

If the dealer can not resolve the issue tell the customer service person you talk to that you want to be put on the Zone managers call back list.

You should receive a call back in 7-10 business days. Zone managers will call back customers near the day they are scheduled to visit the dealer in question.

That way, if necessary, they can make an appointment for you to meet them with your vehicle.

I know this sounds nuts but its a system that must be followed because the Zone rep can't be in 30 places at once."

[acdii]

Take pictures of it, from different angles, and close ups in high resolution, not fro a smart phone, but a real camera. If there is no indication from an impact, then they will have a hard time saying it was.

[neod192]

I had a similar thing happen to an LG front-loading dryer. The window on the door cracked with no sign of anything hitting it. LG refused to replace it under warranty, even after sending out a repaid guy to look at it.

 

I contacted an attorney and almost filed a small claims lawsuit, but I just ended up getting it reimbursed by my credit card company.

[hybridbear]

Depends on how hard you want to try. Some battles are not worth the effort, high priced repairs are.

Yes, do get the Fleet Manager or other executive there to contact your area's Zone Manager.

Don't let a Salesperson or first tier Service Writer block you - because it's their job to stop upward travel of problems.

Beware, ZM's are well insulated but my FM was not afraid and the business got done.

 

BTW, that lens is listed at $123 USD.

Thanks for the link GrySql. I'll try to make sure that the dealer is moving this up the ladder

 

Take pictures of it, from different angles, and close ups in high resolution, not fro a smart phone, but a real camera. If there is no indication from an impact, then they will have a hard time saying it was.

I don't see why there should be any kind of a battle if there i no sign of impact on the lens. The only reason for avoidance of a physical problem coverage for the first 35 months is evidence of an outside force which has been caused by driver actions or collision damage. IMHO

The issue is how do you prove no impact? I walked to work today, but tonight I'll try to get some pics and put them on here so you can see the damage. The crack started from the top of the lens as far as we can tell and has spread down. The only way there could have been impact is if the car was vandalised. But I'm pretty sure that last Thursday morning leaving our apt there was no crack and then when my wife dropped me off at work it was cracked. And I told all this to the service writer and he claims that he relayed it on to Ford but basically that Ford doesn't believe me

Edited March 28, 2013 by hybridbear

[hybridbear]

I had a similar thing happen to an LG front-loading dryer. The window on the door cracked with no sign of anything hitting it. LG refused to replace it under warranty, even after sending out a repaid guy to look at it.

 

I contacted an attorney and almost filed a small claims lawsuit, but I just ended up getting it reimbursed by my credit card company.

How did you get your credit card company to reimburse you?

[neod192]

How did you get your credit card company to reimburse you?

My CC offers a 1 year extended warranty on items purchased on the CC. I waited until my factory warranty expired (and CC extended warranty kicked in) to file a claim :) I was pretty close to the end of the factory warranty, so it didn't take too long ...

 

I realize this doesn't apply to your Fusion, unless you charged it to the CC!

[acdii]

If the crack is spreading and there is a noticeable gap, then they cant say impact damage, cause that is purely a stress fracture then, an impact wont cause the lens to spread.

[hybridbear]

The service advisor just called and said that Ford won't cover it. I told him it needs to be escalated then and he said his manager will call me to talk about how to do that. I'm going to go call Ford's 1-800 Customer Service line now to see what they can do

[hybridbear]

On the 1-800 number they wouldn't help me. They said there is no way for them to put me in touch with the Zone Manager. They said that it has been determined that this is not covered under warranty and that the decision is final and that Ford will not do anything else to help me

[hybridbear]

I am very disappointed in the response from Ford Customer Service. The rep was friendly but she either couldn't or didn't want to help me. I requested a call back from her supervisor because I said that it is not acceptable for Ford to deny this claim.

 

I also talked to the service writer who said he will e-mail me a copy of the reply from Ford denying to cover this work. He is going to talk about it with his manager and have him call me this afternoon.

 

If the dealer is unsuccessful trying to get Ford to cover this I'll just ask the dealer to eat the cost as a goodwill gesture.

Edited March 28, 2013 by hybridbear

[hybridbear]

We are very disappointed in our Fusion. The gas mileage is great but the quality is very poor. This is our first Ford and if I had to decide today I would never buy another Ford.

[hybridbear]

The Service Manager called me and said that he has some discretionary funds that he can use in such cases and that Apple Valley Ford will replace the tail lens and their expense since Ford won't cover it as a one time goodwill offering. I didn't even have to ask about this, he offered. I think he was more willing to do so because of all the other issues we've had with the car in the few short months we've owned it. So, at last, resolution. Although I am still not happy with Ford, just my dealer

[jeff_h]

The Service Manager called me and said that he has some discretionary funds that he can use in such cases and that Apple Valley Ford will replace the tail lens and their expense since Ford won't cover it as a one time goodwill offering. I didn't even have to ask about this, he offered. I think he was more willing to do so because of all the other issues we've had with the car in the few short months we've owned it. So, at last, resolution. Although I am still not happy with Ford, just my dealer

 

Well that's good, so now you don't have to test drive one of their other Fusions back to the house and swap out the lenses. :hysterical:

[acdii]

ANNND now you know! :) Sux doesnt it!

[corncobs]

I have to say no complains about my dealer!

As I mentioned in pet peeves one of the locks of the 12V battery cover fell off the first day. During our trip the second one fell off as well; I called yesterday about oil change and asking for the replacement part.

The service guy told the part came in but apparently it was a big piece which he couldn't explain; turns out they can't order the plastic locks separately; not even the door; Ford shipped the whole left side of the trunk liner!

He removed the door from the package we put it into my car and done!

It looks like the design of the plastic knobs has been changed and you actually feel it click into place.

[mokee]

I hope Ford isn't getting like Microsoft. IMO Microsoft lets their user base discover the bugs in their bloatware instead of dealing with them pre-release. They didn't count on the long term negative impact.

[hybridbear]

I hope Ford isn't getting like Microsoft. IMO Microsoft lets their user base discover the bugs in their bloatware instead of dealing with them pre-release. They didn't count on the long term negative impact.

I hope not too! Although they do use Microsoft Sync in their cars...so you never know...

[acdii]

Apparently, though I havent seen it on mine, but the D pillars on the Flex tend to crack, and Ford has been replacing them under warranty. With that finding, I find it hard to believe you would get grief regarding the cracked lens.