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3rd Row Headrest Stuck (Manual)

Toyfare

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Hello, I'm new to the forum! My wife and I just purchased our 2020 Explorer XLT last week, and we're running into an issue with the 3rd row headrest not folding down. Our Explorer has the manual seat folding option. I've tried pushing, pulling, applying pressure, etc., but it's stuck in place. The vehicle is CPO Gold, but I'm not sure that this would be covered under the 12mo./12,000mi. "comprehensive" coverage. Does anyone have anything else I can try before I go back to the dealership?
 



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peterk9

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Welcome to the Forum. :wave:
I'm guessing that you've gone through this procedure?

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Peter
 












peterk9

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It's best to have the dealer take a look at it before trying to take anything apart. It may be covered.

Peter
 






MikeHTally

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Covered or not, if the dealer is "worth their salt", they'll fix anyway or figure out what you need to be doing.
 






bobter3

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Covered or not, if the dealer is "worth their salt", they'll fix anyway or figure out what you need to be doing.
And being that you just bought it last week, it would be pretty sad if they didn't take care of it!!
 






Toyfare

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Got an appointment in for Saturday. I'll let you guys know what the issue was.
 






peterk9

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Spacey

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Maybe a dumb question, but have you tried pulling it back in the deployed position to see if something releases to allow it to fold?
 






Toyfare

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Maybe a dumb question, but have you tried pulling it back in the deployed position to see if something releases to allow it to fold?
Yeah, I tried that hoping that maybe something was just caught in the mechanism. No such luck.
 












Toyfare

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I took it to the dealership on Saturday, just to be informed they don't do any services except oil changes, etc. on Saturdays. Later that evening the headrest came down on its own (no clue how), however, now it won't lock in the upright position. Clearly something is broken on the inside of the seat. Appointment on August 8th....hopefully they can get it fixed that day.
 






Toyfare

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Finally got my Explorer back last night, after a 3-day stay at the dealership. They had to replace the entire headrest assembly which required removing the entire rear seat and seat cover. No charge. Glad to have an operating third row again.
 






peterk9

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Finally got my Explorer back last night, after a 3-day stay at the dealership. They had to replace the entire headrest assembly which required removing the entire rear seat and seat cover. No charge. Glad to have an operating third row again.
Thanks very much for reporting back. :thumbsup:

Peter
 






Toyfare

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Update! Dealership called me to let me know they didn't realize that my warranty (Gold CPO) had a $100 deductible, and that they needed to collect payment. I asked them if they could waive the deductible, as we only had the car less than a week before it happened. The salesman said they could ask the used car department to see if they would foot the bill. We'll see what happens from here.
 






bobter3

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Update! Dealership called me to let me know they didn't realize that my warranty (Gold CPO) had a $100 deductible, and that they needed to collect payment. I asked them if they could waive the deductible, as we only had the car less than a week before it happened. The salesman said they could ask the used car department to see if they would foot the bill. We'll see what happens from here.
I guess now is the time to see how they are with customer relation/satisfaction. In a normal world, I would expect them to take care of. Usually, you would have at least a 30 day warranty that should cover that kind of stuff.
 






Toyfare

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I didn't hear back from him, so I assume no charge. Glad it's handled!
 






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