skripo
Member
- Joined
- September 17, 2013
- Messages
- 43
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- Year, Model & Trim Level
- 2013 Ford Explorer Limite
I am starting a new topic for the same issue because posting under the old one casts a negative light on a dealer who apologized and did everything he could to help. The old thread cane found here, please read it for the full history.
http://www.explorerforum.com/forums/showthread.php?t=396282
NOTE TO MOD: Please do not merge this thread, I do not want to keep referring to this as a dealer issue.
After waiting 5 weeks to get this issue resolved, it was finally time for my appointment.
The service manager who was initially problematic was incredibly nice (he even confirmed the parts were OEM and original to the vehicle) and did everything he could to help but Ford flatly refused to replace the part. Why?
Because the part is missing.
While I understand the rationale, the fact that this is a well reported issue on the 2013, the fact that I was on a BLOODY BRIDGE when this happened, and the fact that the top of the mirror was damaged when it flew off should of made it obvious I am not trying to get a damaged piece for free.
Link to the thread about issues with 2013:
http://www.explorerforum.com/forums/...ghlight=Skripo
Here is the letter I sent to Ford:
"Ms. ****,
In early september, My wife, ***** purchased a used 2013 Explorer Limited with 20,000 kilometres from ****. Ever since delivery, we are having a string of minor issues such as window chatter, torn seals, badly wearing seats (looks like Bi-Cast leather), an inside A-Pillar cover that is jammed under an exposed metal bracket, a turn signal that requires significant force to engage, etc.
The latest issue occurred on November 3rd, 2013 as I was crossing the ***** bridge on Autoroute 13, northbound. Without warning, the passenger side A-pillar cover flew off and into the river below. Upon inspection I determined that the panel had also scraped the top of the passenger side mirror, damaging the paint in the process.
While not impressed, I didn’t think much of it and stopped by ***** to show my CSR, **** what happened and discuss several other issues to schedule an appointment.
Unfortunately the service manager, ****, was in his office. **** waved me in and listened as I explained the issue. He decided to take matters into his own hands and followed me to the truck. First he condescendingly asked me where I bought the car and if it was used. I answered and asked why that mattered because it did not affect the warranty in any way.
He proceeded to inspect the missing trim and quickly informed me that the piece and windshield had been replaced with jobber parts, thereby voiding the warranty. He went on to say that even if that was not the case, he didn’t have the piece to send to Ford so I was SOL. I patiently explained that the part was in the river and he responded by offering to escort me to the parts department so I could buy for a new one.
As he left a mechanic came over to examine the windshield and bracket. He confirmed they were OEM and had not been changed. A second tech. who had come over to inspect parts also looked at the windshield and pointed out the Carlite OEM marking and serial number on the windshield, thereby confirming it was OEM original to the car.
The worst part is that this is a well known issue on the 2011 and 2012 models but has been reported on the 2013 as well:
http://www.explorerforum.com/forums/...d.php?t=376487
Can you please expedite a solution for the cover, turn signal, and other minor issues? Do you need the TSBs for the A-Pillar cover and turn signal?
Thank you"
You may think I am crazy for suing but the disgusting way I was treated, waiting 6 weeks to get resolution, and the inane logic has infuriated me to a point beyond reason.
I HAVE NEVER had this kind of issue with a car company and the $125.00 is well worth it to take a stand against the way they mock people.
And if you read this Ford, you can forget about the Edge I had scheduled to test drive today, there will never be a Ford in this house again.
Update:
As an intermediate step I made a complaint to the better business bureau and this is the response Ford gave them:
The circumstances which outlined concerning Mr. Triffon's 2013 Ford Explorer have been given careful consideration.
Ford of Canada considers the satisfaction of its owners to be one of its most important objectives. We commit very substantial resources and effort in a sincere attempt to resolve the concerns of our owners. However, limits must be placed on those efforts. Although we regret not being able to meet Mr. Triffon's expectations, our review indicates that the prior decision is appropriate. Therefore, we are unable to be of assistance in this matter.
We are sorry that our response could not be more favourable to Mr. Triffon.
Thank you for contacting us.
Sincerely,
Rachael Lynn Goeltz
http://www.explorerforum.com/forums/showthread.php?t=396282
NOTE TO MOD: Please do not merge this thread, I do not want to keep referring to this as a dealer issue.
After waiting 5 weeks to get this issue resolved, it was finally time for my appointment.
The service manager who was initially problematic was incredibly nice (he even confirmed the parts were OEM and original to the vehicle) and did everything he could to help but Ford flatly refused to replace the part. Why?
Because the part is missing.
While I understand the rationale, the fact that this is a well reported issue on the 2013, the fact that I was on a BLOODY BRIDGE when this happened, and the fact that the top of the mirror was damaged when it flew off should of made it obvious I am not trying to get a damaged piece for free.
Link to the thread about issues with 2013:
http://www.explorerforum.com/forums/...ghlight=Skripo
Here is the letter I sent to Ford:
"Ms. ****,
In early september, My wife, ***** purchased a used 2013 Explorer Limited with 20,000 kilometres from ****. Ever since delivery, we are having a string of minor issues such as window chatter, torn seals, badly wearing seats (looks like Bi-Cast leather), an inside A-Pillar cover that is jammed under an exposed metal bracket, a turn signal that requires significant force to engage, etc.
The latest issue occurred on November 3rd, 2013 as I was crossing the ***** bridge on Autoroute 13, northbound. Without warning, the passenger side A-pillar cover flew off and into the river below. Upon inspection I determined that the panel had also scraped the top of the passenger side mirror, damaging the paint in the process.
While not impressed, I didn’t think much of it and stopped by ***** to show my CSR, **** what happened and discuss several other issues to schedule an appointment.
Unfortunately the service manager, ****, was in his office. **** waved me in and listened as I explained the issue. He decided to take matters into his own hands and followed me to the truck. First he condescendingly asked me where I bought the car and if it was used. I answered and asked why that mattered because it did not affect the warranty in any way.
He proceeded to inspect the missing trim and quickly informed me that the piece and windshield had been replaced with jobber parts, thereby voiding the warranty. He went on to say that even if that was not the case, he didn’t have the piece to send to Ford so I was SOL. I patiently explained that the part was in the river and he responded by offering to escort me to the parts department so I could buy for a new one.
As he left a mechanic came over to examine the windshield and bracket. He confirmed they were OEM and had not been changed. A second tech. who had come over to inspect parts also looked at the windshield and pointed out the Carlite OEM marking and serial number on the windshield, thereby confirming it was OEM original to the car.
The worst part is that this is a well known issue on the 2011 and 2012 models but has been reported on the 2013 as well:
http://www.explorerforum.com/forums/...d.php?t=376487
Can you please expedite a solution for the cover, turn signal, and other minor issues? Do you need the TSBs for the A-Pillar cover and turn signal?
Thank you"
You may think I am crazy for suing but the disgusting way I was treated, waiting 6 weeks to get resolution, and the inane logic has infuriated me to a point beyond reason.
I HAVE NEVER had this kind of issue with a car company and the $125.00 is well worth it to take a stand against the way they mock people.
And if you read this Ford, you can forget about the Edge I had scheduled to test drive today, there will never be a Ford in this house again.
Update:
As an intermediate step I made a complaint to the better business bureau and this is the response Ford gave them:
The circumstances which outlined concerning Mr. Triffon's 2013 Ford Explorer have been given careful consideration.
Ford of Canada considers the satisfaction of its owners to be one of its most important objectives. We commit very substantial resources and effort in a sincere attempt to resolve the concerns of our owners. However, limits must be placed on those efforts. Although we regret not being able to meet Mr. Triffon's expectations, our review indicates that the prior decision is appropriate. Therefore, we are unable to be of assistance in this matter.
We are sorry that our response could not be more favourable to Mr. Triffon.
Thank you for contacting us.
Sincerely,
Rachael Lynn Goeltz
