@ryangski
If you have a Case # started by contact through the Ford 800# and you’re not getting anywhere with your current Regional Ford CSR - do this:
Call the 800# again, this time wait for an Operator (or select appropriate button for an Operator). When you get a Live Operator explain that you need to speak to a Ford Supervisor and will not accept anyone else.
When you get the Supervisor on the line - tell him/her that your current Regional CSR is lacking in Customer support and due to the situation with your new vehicle, you now are demanding a Ford Buy Back. Tell him/her that the vehicle you purchased (or leased) as a New Ford Customer has been at the Service Center in excess of 2-mos.
Tell them it is unacceptable and that as a New Ford Customer, you are thoroughly disgusted. Reference that by your State Lemon Law, the vehicle qualifies for Lemon Buy Back based on the fact that it has been held for 30-consecutive days, PERIOD.
Demand from the Supervisor that you want vehicle reimbursement for the months the car as been held by the Service Center; as YOU have been making payments on a vehicle that you have not been able to enjoy as a New Ford Owner and that you’re even sorry you purchased a Ford product.
IF the Supervisor isn’t reciprocative of your concerns, tell him/her:
1) You will retain counsel if needed
2) You will contact your local News Station’s Investigative Team regarding how you are being treated and the fact that they will not adhere to your State’s Lemon Law provisions.
3) You will hit up all of their Social Media accts and post how you’re being treated and how your new 2020 Explorer has been at the Service Center for 2+ mos now.
You can verse the above word by word if you wish - you will get traction and resolution.
You have to remain professional and polite, but stern and to the point that you ARE royally disgusted with the situation AND that you didn’t buy a brand new Ford to have it sit at a Service Center for months.
Now, they will still need to review the claim, BUT it should be approved and end up with Ford RAV division who is tasked with Buy Back procurements.
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Most 50-State Lemon Laws follow (with some variance), these two guidelines are most common for instant Lemon Buy Back qualifications:
1) Vehicle has been at a Service Center for 30-consecutive days OR 30 days within a calendar year. A vehicle at a shop that long is an INSTANT qualification - it does not matter if the vehicle is there for an initial Warranty repair or has been there now 2-3 times for same redundant repair.
2) Vehicle has been at Service Center for 3 or 4 times to repair initial Warranty claim. If the repair has not fixed the problem, there is no resolution to the repair, redundant efforts are in vain and the Customer is not satisfied with the “final” repair - the vehicle can be qualified a Lemon.
The biggest and most important Lemon Law fact is this (which again varies by State):
A Lemon Claim must be made either within 24 months of the purchase date OR within 24,000 miles (whichever comes first). Some States have a 12mo/12k mile limitation. If the Consumer is trying to make a claim after that provision within their State Lemon Law, good luck getting resolution because most claims will get denied and doesn’t matter how serious the issue may be, the deadline was missed.
Your situation would instantly qualify for Lemon Law Buy Back since it’s exceeded the 30 day provision.
The above isn’t BS.
As long as you have facts, work orders, any correspondence between you and Dealership (ie: emails, phone logs or voicemails) - you have enough proof to get Ford to honor a Buy Back with YOUR specific case.
I do recommend that you read up on your Home State’s Lemon Law. Make sure you’re reading from your Home State’s “.gov” DMV site or the .gov Attorney General site for actual Lemon Law info. Do NOT go to or rely upon 3rd party non-.gov sites, the are full of misinformation and are usually outdated. Your .gov site will retain the most current, factual and actual Lemon Law info.
Take care (been there, done that with my prior 2016 S550 Mustang).
Don’t back down, you need to be made whole.
