Disappointed in Ford

[Murphy9270]

I ordered a 2016 Ford Explorer with the white platinum paint on July 3rd from Union City Ford in Union City,TN. On Oct 12th it came in and I picked it up on the 13th. When I got the Explorer home I Immediately noticed a spot on the rear passenger door. It looked as if it had a piece of weld splatter on it that was painted over then popped off. You could tell where someone had tried to fix it or rubbed on it. I took it back to the dealer they tried to get the spot out but couldn't. Then we noticed a scratch above the spot that is under the clear coat it looks like something brushed against the pearl paint and wiped it off just leaving the white paint. The dealer says they will get with Ford this has been 2 weeks and still no response. I told them when they took pics to send to Ford that painting the explorer was not an option because I ordered a new car not a repaired one. I have called ford customer service which was an absolute JOKE the guy told me that it was between me and the dealer that there was nothing ford could do. When I asked for a number to talk to someone else I was given an address so I could write a letter . I asked for his supervisor and was told I could not talk to him. I am very dissapointed with Ford I paid almost 42,000 with taxes for a new car and have been treated like crap. In the back of the owners manual it states that customer satisfaction is our #1 goal that is a lie and needs to be removed. Also I don't see how this is a dealership problem since they are not the ones that painted the explorer. All I can say is buyer beware ford would not stand behind a car that had 25 miles on it what do you think they will do if you have any other problems.

 

[peterk9]

I ordered a 2016 Ford Explorer with the white platinum paint on July 3rd from Union City Ford in Union City,TN. On Oct 12th it came in and I picked it up on the 13th. When I got the Explorer home I Immediately noticed a spot on the rear passenger door. It looked as if it had a piece of weld splatter on it that was painted over then popped off. You could tell where someone had tried to fix it or rubbed on it. I took it back to the dealer they tried to get the spot out but couldn't. Then we noticed a scratch above the spot that is under the clear coat it looks like something brushed against the pearl paint and wiped it off just leaving the white paint. The dealer says they will get with Ford this has been 2 weeks and still no response. I told them when they took pics to send to Ford that painting the explorer was not an option because I ordered a new car not a repaired one. I have called ford customer service which was an absolute JOKE the guy told me that it was between me and the dealer that there was nothing ford could do. When I asked for a number to talk to someone else I was given an address so I could write a letter . I asked for his supervisor and was told I could not talk to him. I am very dissapointed with Ford I paid almost 42,000 with taxes for a new car and have been treated like crap. In the back of the owners manual it states that customer satisfaction is our #1 goal that is a lie and needs to be removed. Also I don't see how this is a dealership problem since they are not the ones that painted the explorer. All I can say is buyer beware ford would not stand behind a car that had 25 miles on it what do you think they will do if you have any other problems.

Welcome to the Forum.:wavey:
Sorry to hear about the predicament you find yourself in. Normally I would advise you to send a PM to the Ford rep (FordService) on this forum but seeing how this isn't really a dealer issue, I don't know if there is much she can do. This clearly seems to be a Ford factory issue since the Explorer was received in this condition by the dealer. If you want to give it a try, you can use this link to send your PM;
http://www.explorerforum.com/forums/private.php?do=newpm&u=157968

Also, it would be helpful if you added the 'model' of your Ex to your profile so it appears in the margin when you post. Thanks.

Peter

 

[dco43054]

Nice first post.

Stuff happens in transit. Most of the time you never know it has been repaired because it will be done before you receive the vehicle. If they repair the paint spot properly, it will be as good as new.

If they don't, then you have a reason to reason to rant.

 

[HughCares]

I ordered a 2016 Ford Explorer with the white platinum paint on July 3rd from Union City Ford in Union City,TN. On Oct 12th it came in and I picked it up on the 13th. When I got the Explorer home I Immediately noticed a spot on the rear passenger door. It looked as if it had a piece of weld splatter on it that was painted over then popped off. You could tell where someone had tried to fix it or rubbed on it. I took it back to the dealer they tried to get the spot out but couldn't. Then we noticed a scratch above the spot that is under the clear coat it looks like something brushed against the pearl paint and wiped it off just leaving the white paint. The dealer says they will get with Ford this has been 2 weeks and still no response. I told them when they took pics to send to Ford that painting the explorer was not an option because I ordered a new car not a repaired one. I have called ford customer service which was an absolute JOKE the guy told me that it was between me and the dealer that there was nothing ford could do. When I asked for a number to talk to someone else I was given an address so I could write a letter . I asked for his supervisor and was told I could not talk to him. I am very dissapointed with Ford I paid almost 42,000 with taxes for a new car and have been treated like crap. In the back of the owners manual it states that customer satisfaction is our #1 goal that is a lie and needs to be removed. Also I don't see how this is a dealership problem since they are not the ones that painted the explorer. All I can say is buyer beware ford would not stand behind a car that had 25 miles on it what do you think they will do if you have any other problems.

Please know that had you performed your own pre-delivery inspection prior to taking ownership, you could have refused the vehicle at that time. Lesson learned...

 

[Murphy9270]

Please know that had you performed your own pre-delivery inspection prior to taking ownership, you could have refused the vehicle at that time. Lesson learned...

I did perform my own inspection I looked at the explorer the day before I picked it up and 2 times on the day I picked it up the car was sittting in the shade all times. When I got it home the sun was hitting it and that's when I immediately noticed it. Also you don't think that a new car will have problems. These problems came from the factory not the dealer or transport.

 

[Murphy9270]

Welcome to the Forum.:wavey:
Sorry to hear about the predicament you find yourself in. Normally I would advise you to send a PM to the Ford rep (FordService) on this forum but seeing how this isn't really a dealer issue, I don't know if there is much she can do. This clearly seems to be a Ford factory issue since the Explorer was received in this condition by the dealer. If you want to give it a try, you can use this link to send your PM;
http://www.explorerforum.com/forums/private.php?do=newpm&u=157968

Also, it would be helpful if you added the 'model' of your Ex to your profile so it appears in the margin when you post. Thanks.

Peter

Thanks for the help. I will try and see if they can help

 

[johnnnyo]

When I purchased my 2016 Explorer Sport it had a small dent on the rear passenger door, an issue with one of the roof rails and the weather strip on the rear door was not set quite right. I decided to purchase the truck anyway because I had confidence in the dealer that they would address the issues. My dealer ordered the replacement parts and set up an apportionment with the dent repair specialist. All the parts were replaced and you would never even know there was a dent there. Came out amazing. My dealer is Smithtown Ford in Nassau county NY.

 

[Murphy9270]

Nice first post.

Stuff happens in transit. Most of the time you never know it has been repaired because it will be done before you receive the vehicle. If they repair the paint spot properly, it will be as good as new.

If they don't, then you have a reason to reason to rant.

And if the paint doesn't match 100% then what are they going to do. The dealer already said to repainted it they will have to sand down both doors and the rear quater panel to try and blend it. They also said it would be hard to match since it was the tri coat paint also.

 

[Lewisra]

And if the paint doesn't match 100% then what are they going to do. The dealer already said to repainted it they will have to sand down both doors and the rear quater panel to try and blend it. They also said it would be hard to match since it was the tri coat paint also.

Let them try and then go from there.

 

[Ecobeast88]

And if the paint doesn't match 100% then what are they going to do. The dealer already said to repainted it they will have to sand down both doors and the rear quater panel to try and blend it. They also said it would be hard to match since it was the tri coat paint also.

Mind posting pics of these issues? Thanks!

 

[wifes2011xlt]

I recall at least one thread where a new owner had a legitimate "quality" issue with their Ex shortly after delivery. I believe it was a dashboard ding. They offered him money instead of having it repaired. Unless they can guarantee that the paint will match, getting hush money might be the best case scenario for you. Besides, it's an exterior paint issue. If you hang on to your car long enough, you'll get at least a few more of these blemishes/dings/chips, etc. then it won't be such a big deal. It just seems like a big deal right now (justifiably, btw) because it's brand new.

 

[fwrogg]

I had the same issue except on the passenger door. They offered to paint it, but I said no thanks, like you not risking a pin size spot for a door that does not match or the hassle to take it there and leave it and go back and get it.

 

[MikB]

I recall at least one thread where a new owner had a legitimate "quality" issue with their Ex shortly after delivery. I believe it was a dashboard ding. They offered him money instead of having it repaired. Unless they can guarantee that the paint will match, getting hush money might be the best case scenario for you. Besides, it's an exterior paint issue. If you hang on to your car long enough, you'll get at least a few more of these blemishes/dings/chips, etc. then it won't be such a big deal. It just seems like a big deal right now (justifiably, btw) because it's brand new.

I've bought my last three or four vehicles 'off the lot' and most have had as much as 200 miles on the odometer. I understand the desire to order the exact vehicle with all the right pieces but, with the vehicles I've bought, they have been around the dealer long enough to have issues such as the OP's remedied before it's sold to someone like myself. My Ex hung around the dealership for almost a year before I bought it and had 150 miles on the odometer. In that time, if there where any anomalies noted, they were taken care of in that time.

However, I do not agree with your approach to issues like this. I guess if you have money to throw around, this may be a non factor in your mind. But, most are not going to allow for your kind of standards as they value the money they spend and the expectation of getting what they pay for.

 

[wifes2011xlt]

However, I do not agree with your approach to issues like this. I guess if you have money to throw around, this may be a non factor in your mind. But, most are not going to allow for your kind of standards as they value the money they spend and the expectation of getting what they pay for.

Good sir ,

If I can ever dig up that thread that I originally cited, you will learn that I was pushing for the owner to require Ford to remedy the issue under warranty to the owner's satisfaction. That is my "kind of standard". If you or "most" don't like my standard, that's fine because there is no rule that says we all have to agree, but please sir, don't presume to know what my standards are as you have no clue. Further, please do not confuse my "kind of standard" for the the realities of life that come with having to deal with frustrating product warranty/quality control issues such as these. Sometimes, IMHO (and this is just an opinion so please don't get all worked up all over again based on the words of some screen name), you just have to take what you can get and move on. I was only trying to make a point, not state my "kind of standard".

 

[MikB]

You mean I missed something in this statement? Well, my bad.

 

[wifes2011xlt]

You mean I missed something in this statement? Well, my bad.

It's all good

 

[dco43054]

And if the paint doesn't match 100% then what are they going to do.

Then you escalate the issue.

I had a car that the newbie body shop guy drilled a hole in the roof in the wrong place for a roof rack. I found out the morning I arrived to pick it up, after I had flown 500 miles one with no return ticket. The dealer put some silicone in the hole and told me I could take it to a shop in my area to have it fixed, or refuse the car.

I drove it home, took it to a reputable shop, and they fixed it correctly by welding the hole shut and repainting. A perfect repair, never had a problem.

Many vehicles have paint damage repaired before delivery. If yours was repaired, and it was done right, you wouldn't be worrying about it now.

So first off, shame on the dealer for not properly fixing the spot before you picked it up. If they didn't have the talent, they should not have tried. And if they still don't get it right after trying, then I'd contact Ford and see what your options are.

 

[stevesmith1328]

Lots of issues with the paint on these new 16 explorers. All comes down to poor quality control at the factory and the vehicle intake at these dealerships. Everyone realizes these cars get moved a lot during transport and at the plant but they need to be fixing these things before we take delivery.

 

[TinMan4154]

Lots of issues with the paint on these new 16 explorers. All comes down to poor quality control at the factory and the vehicle intake at these dealerships. Everyone realizes these cars get moved a lot during transport and at the plant but they need to be fixing these things before we take delivery.

All I can say is AMEN to this. To expensive of a vehicle and to many other options out there to be dealing with this crap... If my dealer dosent do me right with my hood paint problem I'll never own another Ford.

 

[Boonie2]

I did perform my own inspection I looked at the explorer the day before I picked it up and 2 times on the day I picked it up the car was sittting in the shade all times. When I got it home the sun was hitting it and that's when I immediately noticed it. Also you don't think that a new car will have problems. These problems came from the factory not the dealer or transport.

You can NOT know when this happened , it could very well have been during transport..and since you accepted delivery of the Truck , how is the dealer supposed to be responsible for it now ??
Dont mean to sound so negitive but put yourself in they're position , thats WHY you inspect and accept delivery..
lesson learned Your paying $42K for a truck , take a look at it