Liftgate window shattered

[Sharon A]

Not sure what you mean by being on the phone with Ford all day. If you mean Ford customer service, all they will do is refer you to a dealer. You need to get your Explorer to the dealer, they will submit the warranty claim, order a rear window and replace it.

Although frustrating to you, it is a simple process. Do not waste your time talking to Ford.

They are refusing to process it as a warranty claim. I am going to use Safelite. I refuse to give Ford another dollar. I will get the service I paid for through them, but anything that I have to pay out of pocket I will use somebody else. We were going to buy a new Ford pickup this summer. I guess we will be going elsewhere. If this is how they treat their customers I don't want to have anything more to do with them. I owned Dodge vehicles for almost 20 years and never had any issues I couldn't get resolved in a satisfactory manner. The only reason I switched to Ford is because Dodge no longer includes adjustable pedals as an option. I was able to get that option on my Explorer. I have been very happy with my Explorer from day one. I have taken great care of it. It doesn't have so much as a door ding. I am so disappointed with Ford. I've been trying to find the email address of the CEO, but it is a closely guarded secret. Live and learn. I had so many people tell me not to buy a Ford. I guess I should have listened.

 

[Sharon A]

Not sure what you mean by being on the phone with Ford all day. If you mean Ford customer service, all they will do is refer you to a dealer. You need to get your Explorer to the dealer, they will submit the warranty claim, order a rear window and replace it.

Although frustrating to you, it is a simple process. Do not waste your time talking to Ford.

They are refusing to process it as a warranty claim. I am going to use Safelite. I refuse to give Ford another dollar. I will get the service I paid for through them, but anything that I have to pay out of pocket I will use somebody else. We were going to buy a new Ford pickup this summer. I guess we will be going elsewhere. If this is how they treat their customers I don't want to have anything more to do with them. I owned Dodge vehicles for almost 20 years and never had any issues I couldn't get resolved in a satisfactory manner. The only reason I switched to Ford is because Dodge no longer includes adjustable pedals as an option. I was able to get that option on my Explorer. I have been very happy with my Explorer from day one. I have taken great care of it. It doesn't have so much as a door ding. I am so disappointed with Ford. I've been trying to find the email address of the CEO, but it is a closely guarded secret. Live and learn. I had so many people tell me not to buy a Ford. I guess I should have listened.

Not sure what you mean by being on the phone with Ford all day. If you mean Ford customer service, all they will do is refer you to a dealer. You need to get your Explorer to the dealer, they will submit the warranty claim, order a rear window and replace it.

Although frustrating to you, it i

You could turn this into your auto insurance company for the replacement. Depending on your coverage, it may not even have a deductible. If your insurance thinks this is collectible, they will subrogate Ford for the costs associated with the replacement.

All it takes is a microscopic defect or chip for the glass to eventually shatter.

I'm not going to go through my insurance company. I don't need my rates going up over a manufacturing defect. Ford has already told me they will not cover this under my warranty. They refused to allow me to talk to someone else. Now I know. They have horrible customer service. Lesson learned. I will never buy another Ford again as long as I live. I will never spend a dime at their service department either. I will get the service I have already paid for, but nothing else through Ford.

 

[Brad C]

Sharon, I can say with 99.99% certainty your rates would not increase over this. I have over 38 years in the industry and never have any of my customers suffered such a surcharge. But that is your call.

 

[Sharon A]

It was a legitimate question and by no means to berate you.
Are you able to drive the EX to a local Ford dealership, as they should be the ones dealing with Ford directly in terms of repair and warranty?
Calling front line Reps, IMHO, don't generally yield the best results.

I'm not taking it to Ford. They have already told me they won't repair it under a warranty claim, so everything is out of pocket for me. I would rather have Safelite come to my home, which they are doing tomorrow. Ford would have it for several days and they told me they don't have a loaner for me. So I would probably have to rent a car. There is no upside to taking it to them.

 

[Sharon A]

Sharon, I can say with 99.99% certainty your rates would not increase over this. I have over 38 years in the industry and never have any of my customers suffered such a surcharge. But that is your call.

I will ask my insurance company. I know they will fix a rock ding on a front windshield without affecting my rate. Replacing a whole back window may be a different story, but I will be pleasantly surprised if they pay. I'm not taking it to Ford. They would have to have it for several days, they don't have a loaner, so I would have to rent a car, and I'm willing to bet they up-charge. Safelite will come to my house tomorrow and fix it in no time.

 

[blwnsmoke]

I will ask my insurance company. I know they will fix a rock ding on a front windshield without affecting my rate. Replacing a whole back window may be a different story, but I will be pleasantly surprised if they pay. I'm not taking it to Ford. They would have to have it for several days, they don't have a loaner, so I would have to rent a car, and I'm willing to bet they up-charge. Safelite will come to my house tomorrow and fix it in no time.

Who told you this was not a warranty claim? It is things like this that I would file small claims once you pay for the repair. This is purely a warranty claim.

 

[Mbrooks420]

I was under the impression from past posts glass isn’t covered by the warranty?

 

[Mbrooks420]

I sought out the forum because I was wondering if this was a problem with the Ford. It has nothing to do with my antenna. It was an odd question. How would I know why my vehicle has one type of antenna versus another? What I do know is that my rear windshield is shattered. I'm very frustrated. I've been on the phone with Ford for several hours and they are giving me the runaround. Not exactly the customer service I thought I was paying for when I purchased the vehicle.

My point was you asked a question to get information, just like he did.

Trying to figure out the CEOs email is ridiculous, I’m sure they have better things to do then address single customer complaints. Contact the regional manager if you aren’t satisfied with a particular dealer.

If you want your insurance to pay for the glass I’d contact them before allowing Safelite to replace it.

 

[peterk9]

How come your 2018 Explorer has a regular style antenna and not a newer sharkfin type?

On the 2018 they combined the 'shark fin' with the a 'stick' antenna. That is why they ran into difficulties with it and came out with a TSB to fix reception. See this post. Explorer SiriusXM Stuck "Acquiring Signal" (Intermittent) 2018 Models

Peter

 

[blwnsmoke]

I was under the impression from past posts glass isn’t covered by the warranty?

If the vehicle is under the 3yr/36k b2b warranty, glass is absolutely covered (except front windshield). Pending there was no damage inflicted by the owner, the rear glass is 100% covered under warranty.

WHAT IS NOT COVERED UNDER THE NEW VEHICLE LIMITED WARRANTY? Damage Caused By: • accidents, collision or objects striking the vehicle (including driving through a car wash) • theft, vandalism, or riot • fire or explosion • using contaminated or improper fuel/fluids • customer-applied chemicals or accidental spills • driving through water deep enough to cause water to be ingested into the engine • misuse of the vehicle, such a driving over curbs, overloading, racing or using the vehicle as a permanent stationary power source.

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Nowhere in the warranty guide does it say glass is NOT covered. Under an ESP, glass is NOT covered but b2b does include it.

Sharon, you need to take it to your dealer and have them submit a claim, do NOT accept that they won't cover it over the phone. File a complaint with the BBB and worst case, get it replaced at your expense then sue in small claims.

Sorry that this happened, it has happened to others on rare occasions and Ford has covered majority of them.

 

[Stangfire]

My sister's 2017 rear glass exploded yesterday. Is this a warranty or recall to get if fixed?

 

[Stephen Cannon]

Stangfire,

Good Morning! Ask yourself or for that matter ask your sister is is less than three years or 36K miles?

Also make a major note. Get mileage recorded to the tenth EXACTLY. Make sure the exact mileage
Is on the repair order/invoice, etc...

Here is where that comes into play, dealers and not just Ford will try to deny warranty claims first then try to drag it out so that when you try again they say....”Sorry your out of warranty”

You have to stand firm and show that you went in for original complaint during the warranty period. If they try to deny for out of warranty then you have a case hopefully not court case but maybe. The problem was discovered and reported within the warranty period. Stand firm take a photo of the odometer at the time you arrived at dealer and make sure that mileage and date are recorded, they will try to drag out until after the warranty period expires either mileage or calendar.

Don’t think that this scenario can be isolated to Just Ford it can be any vehicle especially a high cost vehicle repair.

With that said I am probably in some of the same boats as others about the last FMC product. I tried to give the benefit of the doubt with the no Government handouts in 2008/09 but losing my patience. New vehicles covered in paint dust by parking next to body shop requiring Claybar of vehicle less than a week after delivery, dealers
Making me wait in the hot Texas sun for at least an hour because they wouldn’t bring the camera to the vehicle and get the paint defect that was visible from that angle....I say an hour because I left and went to another dealer a couple of weeks later. Got photos right away, submitted claim, warranty approved set up appointment and rental even managed a low cost rental upgrade.

Clearbra which is designed to protect the paint from rock chips NOT being covered by the hood replacement. The ClearBra was only removed due to the negligence of FMC during the hood assembly process in the first place.

Get this....The hood corrosion and other panels but for my model it was the hood. The hood is just primed and painted with no corrosion treatment at the initial assembly. When they do get caught by customers that inspect the vehicle more thoroughly the repair is....get this. Assemble a hood and treat with the corrosion prevention compound and send to dealer. Hood gets R/R and painted to match existing paint scheme. A known defect over several year models that could just as easily be treated in the first place instead of downline customer issues.

Probably my last Ford and will research Durango or Acadia for next SUV. Definitely not new Explorer the rotary shifter and portrait tablet layout is to me the ultimate design fail. Ram managed to make a 12” tablet into their center stack and mold instrument panel to fit around it. Rotary shifter could probably work around but the tablet with no way to change to landscape is a NO-GO!

 

[peterk9]

In regards to the clear bra not being covered, that makes sense since it was an aftermarket item. The warranty only covers the OEM hood. Also, there is a landscape screen available. It all depends on what you order. I see this type of installation of the screens is showing up in more and more vehicle brands. When I first saw a picture of the new Aviator with that screen looking like an "add on" I couldn't get over it. Now having the same vehicle, it doesn't bother me at all. Rotary dials or push button transmissions are also starting to become the norm. That is one thing I'm still getting used to in mine.

Peter

 

[peterk9]

My sister's 2017 rear glass exploded yesterday. Is this a warranty or recall to get if fixed?

There is no recall or TSB on this issue. See post #90 on this page.

Peter

 

[jmen]

Rear glass exploded on my 2017 Platinum Explorer yesterday, while sitting at a stop light. It was 38 degrees Fahrenheit and defroster was not on. Called Ford and they deny any knowledge of this problem. Filed complaint with NHTSA.

 

[peterk9]

This not an uncommon issue with any vehicle manufacturer and it should be covered by your insurance.

Google Search

www.google.com

Peter

 

[Mbrooks420]

I think this is 50 times more common in an Explorer. I personally know two people who have had their glass blow out for no reason, and no one else on every other make and model for this to happen. This IS an Explorer related issue.

 

[peterk9]

As the article alludes to, they don't "blow out for no reason". Everything happens for a reason. Perhaps it has to do with the installation procedure??

Peter

 

[Mbrooks420]

Obviously everything has a cause. I should have used “no apparent reason”. My point still stands that this happens more to Explorers of this year range than other SUVs.

 

[Reefblue93lx]

No reason to be a jerk towards Peter, as someone who has more then 21,000 posts on here with just about every one of them helping members out, this in uncalled for.

On a separate note, thank you for all your contributions and time with your 50 posts in almost 8 years.