cnsheets
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- September 7, 2011
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- Year, Model & Trim Level
- 2011 Explemoner
SORRY FOR SHORT STORY MADE WAY TO LONG.......just very pissed off.
(CORY, feel free to forward these pictures to Mark, the regional service rep handling my case. I can give you his extension and case #)
So I took my EX into the dealership last Monday to fix 3 TSB issues (window streaks, Bubbly black out tape, A-pillar's) and to have them look at the rear interior plastic quarter panel piece because it looked like a clip or two were not attached making it protrude out from the C-pillar. (this is the plastic interior moulding piece that sits to the right of the 3rd row passenger and has the cup holders built in and extends to the rear of the vehicle from bottom floor to the window)
So they first tell me no problem getting the parts overnighted and have it done next day. (Cory assisted in getting me hooked up with regional customer service dept because of past issues with this dealerships service department), they also hook me up with a rental car, lovely Nissan Versa. I tell them that the TSB was just released on the A-pillar issue and parts may be scarce. Dealship says no problem, we will get them.
Next day dealership tells me that the rear quarter panel interior piece needs to be replaced because all the clips are intact and it was just moulded all warped and will not sit flush. Ok, no problem. Dealership tells me they have Ford authorization to fix everything and parts should be in on Thursday.
Thursday comes around, dealership only recieved some parts and hope final parts come in on Friday but would start the work with what parts they do have.
Friday (5 days after dropping the vehicle off) dealership says that they have everything except A-pillar parts and hope they will be in on Monday. So they tell me that for Friday they will finish replacing the rear quarter panel interior piece and do the window streak fix. They also kindly upgraded me from the roomy Nissan Versa to a fabulous Dodge Journey that had an incredible built in massage option when ever I applied the brakes(read as warped brake rotors). This was because I would have all my kids over the weekend.
So at this point, I am still "okay" with where we stand even though it has taken a bit longer than expected, although I knew it wouldn't be next day despite the dealership saying so.
Monday, dealer ship calls late in the day, no A-pillar parts, on back order till February 7th, Really? didn't I say something about parts being scarce 7 days ago???? So they tell me that the body shop is scheduled to fix the bubbly black out tape first thing in the morning on Tuesday and other than the A-pillar fix, EVERYTHING WAS DONE FRIDAY.
Ok, whatever, I can live with that......THEN.....
Tuesday, dealership call about 3pm and says blackout tape is done and everything is complete with the exception of the A-pillar fix due to parts being on back order. Dealship said they are just going to give it a quick wash and to come pick it up.....first though, WOW, first time they have ever washed a vehicle that I have taken into them, thanks Cory, had to be because of him
So, at the dealership, they bring the vehicle out, I give it a quick once over on the exterior. Seems ok. Head home (live 10 minutes away from dealership)
Then I remember, oh wait, they replaced the interior quarter panel piece, let me check it out......DUMMY ME SHOULD HAVE REMEMBERED AND CHECKED IT OUT AT THE DEALERSHIP.
THIS IS WHAT I FIND......
Two screws missing (ones used to also attach the optional cargo net to)
Plastic piece that surrounds the lower portion of the 3rd row seatbelt missing(found it in the cup holder area for the driver side 3rd row passenger)
Passenger side cup holder assembly loose and barely sitting in the quarter panel
So, not too pissed yet, thinking ok, just a couple plastic pieces.....Then I become LIVID (keep in mind I have 6 children so there are kids in EVERY SEAT)....They obviously had to disconnect the lower seatbelt anchor in order to replace the interior plastic quarter panel. THE SEATBELT WAS NOT ANCHORED TO THE VEHICLE!!! It was started and being held in place by literally 3 threads!! It took me three quarter turns of the anchor bolt for it to pop off.....REALLY!!???!! What if one of my kids were sitting in that seat and god forbid there was an accident?? Its certain that seatbelt would have given way and one of my kids would have become a human projectile. How in the hell do you give back a vehicle to a customer with such an obvious blatant safety issue like that!!??!! Where the hell is the checks and balances so ensure that this type of crap doesn't happen??!!
THIS IS MY CHILDRENS LIVES!!!!!
Yes I immediately went straight back to the dealership and laid into the service advisor about the safety aspect of it and how they could give back a vehicle like that. I also immediately called the regional customer service rep that Cory hooked me up with and more politely laid into him about the dealership and the safety issue as well. They both agreed it should have never of happened....BUT IT DID!! Luckily they did forget to put that cover piece of plastic over the seatbelt mount or I may have NEVER SEEN IT and had a false sense of security for my children.
Heres some pictures, on the closeup of the seatbelt anchor (last picture), notice how long the anchor bolt is and where the bracket is supposed to snug tightly against. Tell me if you would trust your child being secured by that seatbelt.
CUP HOLDER
PLASTIC PIECE THAT COVERS SEATBELT ANCHOR
PLASTIC SCREW
PLEASTIC SCREW
SEATBELT ANCHOR pic 1
SEATBELT ANCHOR pic 2
SEATBELT ANCHOR pic 3
(CORY, feel free to forward these pictures to Mark, the regional service rep handling my case. I can give you his extension and case #)
So I took my EX into the dealership last Monday to fix 3 TSB issues (window streaks, Bubbly black out tape, A-pillar's) and to have them look at the rear interior plastic quarter panel piece because it looked like a clip or two were not attached making it protrude out from the C-pillar. (this is the plastic interior moulding piece that sits to the right of the 3rd row passenger and has the cup holders built in and extends to the rear of the vehicle from bottom floor to the window)
So they first tell me no problem getting the parts overnighted and have it done next day. (Cory assisted in getting me hooked up with regional customer service dept because of past issues with this dealerships service department), they also hook me up with a rental car, lovely Nissan Versa. I tell them that the TSB was just released on the A-pillar issue and parts may be scarce. Dealship says no problem, we will get them.
Next day dealership tells me that the rear quarter panel interior piece needs to be replaced because all the clips are intact and it was just moulded all warped and will not sit flush. Ok, no problem. Dealership tells me they have Ford authorization to fix everything and parts should be in on Thursday.
Thursday comes around, dealership only recieved some parts and hope final parts come in on Friday but would start the work with what parts they do have.
Friday (5 days after dropping the vehicle off) dealership says that they have everything except A-pillar parts and hope they will be in on Monday. So they tell me that for Friday they will finish replacing the rear quarter panel interior piece and do the window streak fix. They also kindly upgraded me from the roomy Nissan Versa to a fabulous Dodge Journey that had an incredible built in massage option when ever I applied the brakes(read as warped brake rotors). This was because I would have all my kids over the weekend.
So at this point, I am still "okay" with where we stand even though it has taken a bit longer than expected, although I knew it wouldn't be next day despite the dealership saying so.
Monday, dealer ship calls late in the day, no A-pillar parts, on back order till February 7th, Really? didn't I say something about parts being scarce 7 days ago???? So they tell me that the body shop is scheduled to fix the bubbly black out tape first thing in the morning on Tuesday and other than the A-pillar fix, EVERYTHING WAS DONE FRIDAY.
Ok, whatever, I can live with that......THEN.....
Tuesday, dealership call about 3pm and says blackout tape is done and everything is complete with the exception of the A-pillar fix due to parts being on back order. Dealship said they are just going to give it a quick wash and to come pick it up.....first though, WOW, first time they have ever washed a vehicle that I have taken into them, thanks Cory, had to be because of him
So, at the dealership, they bring the vehicle out, I give it a quick once over on the exterior. Seems ok. Head home (live 10 minutes away from dealership)
Then I remember, oh wait, they replaced the interior quarter panel piece, let me check it out......DUMMY ME SHOULD HAVE REMEMBERED AND CHECKED IT OUT AT THE DEALERSHIP.
THIS IS WHAT I FIND......
Two screws missing (ones used to also attach the optional cargo net to)
Plastic piece that surrounds the lower portion of the 3rd row seatbelt missing(found it in the cup holder area for the driver side 3rd row passenger)
Passenger side cup holder assembly loose and barely sitting in the quarter panel
So, not too pissed yet, thinking ok, just a couple plastic pieces.....Then I become LIVID (keep in mind I have 6 children so there are kids in EVERY SEAT)....They obviously had to disconnect the lower seatbelt anchor in order to replace the interior plastic quarter panel. THE SEATBELT WAS NOT ANCHORED TO THE VEHICLE!!! It was started and being held in place by literally 3 threads!! It took me three quarter turns of the anchor bolt for it to pop off.....REALLY!!???!! What if one of my kids were sitting in that seat and god forbid there was an accident?? Its certain that seatbelt would have given way and one of my kids would have become a human projectile. How in the hell do you give back a vehicle to a customer with such an obvious blatant safety issue like that!!??!! Where the hell is the checks and balances so ensure that this type of crap doesn't happen??!!
THIS IS MY CHILDRENS LIVES!!!!!
Yes I immediately went straight back to the dealership and laid into the service advisor about the safety aspect of it and how they could give back a vehicle like that. I also immediately called the regional customer service rep that Cory hooked me up with and more politely laid into him about the dealership and the safety issue as well. They both agreed it should have never of happened....BUT IT DID!! Luckily they did forget to put that cover piece of plastic over the seatbelt mount or I may have NEVER SEEN IT and had a false sense of security for my children.
Heres some pictures, on the closeup of the seatbelt anchor (last picture), notice how long the anchor bolt is and where the bracket is supposed to snug tightly against. Tell me if you would trust your child being secured by that seatbelt.
CUP HOLDER
PLASTIC PIECE THAT COVERS SEATBELT ANCHOR
PLASTIC SCREW
PLEASTIC SCREW
SEATBELT ANCHOR pic 1
SEATBELT ANCHOR pic 2
SEATBELT ANCHOR pic 3
They also follow up with a phone call asking if I was satisfied with the service provided. I also received a survey from Ford of Canada asking me to comment on my last service apointment with the dealership.
