Azgunslinger
Member
- Joined
- May 18, 2014
- Messages
- 19
- Reaction score
- 1
- City, State
- Phoenix Metro, Arizona
- Year, Model & Trim Level
- 2014 Limited
Any suggestions?
I have a 2014 Ford Explorer with 22k miles. I was driving it on an interstate @ 4am one day returning back to Phoenix and a guy behind me flashed his lights signalling, "pull over". I did and he said the back of the vehicle suddenly started to smoke...indeed there was an acrid smell that was obvious and a little smoke.
I was in the Navy and worked on aircraft so it smelled like hydraulic fluid burning or something like plastic/oil. He said he was a mechanic so he looked under the car and said - you probably lost your rear shock and the oil somehow burned. Could have hit the exhaust or something, but that's the problem. I asked him if it was safe to drive and he said 'yes'.
So I continued on my way about 200 miles to Phoenix. Took it to the dealer the next day to get repaired.
The dealer initially said it was covered by the warranty, not to worry. They called later in the day and said, "hey, on second thought, there is mud under your vehicle, and if any debris gets in there, this isn't covered." to back up his position, he sent pictures of some mud on the back of the shock oil reservoir, and splattered on the suspension, which he said was the other side of the car. (The shock in question was right rear). He said that somehow mud got on the part and caused it to fail. But the pictures looked like the dust cover had melted (MELTED!) to the oil reservoir.
As I understand it, the shock absorber piston descends into the reservoir, and in addition to seals to prevent debris from being plunged into the reservoir, there is a dust cover that covers the top of the plunger/piston, and covers down to the bottom/reservoir, further sealing the unit from outside influence.
That was cracked off so some was still on top, and a mangled piece was melted to the bottom.
The car drove home "OK" and wasn't noticeably bouncy or tracking poorly or anything. Anyway, the dealer said, "can't warranty this because the dirt/mud caused this failure". I asked to escalate to a supervisor within customer service and they sent a flowery email saying, "after reviewing the details of this case, it is not covered under warranty because the mud caused the failure."
I asked how mud - last i checked a relatively cool mixture of water and dirt - could ever cause something to heat up enough to melt plastic and burn oil. She responded, "I am not technical, but it did." Then she closed my appeal case.
I am beyond frustrated, and I'd like to know what others have done to remedy this situation. I'd hate to take Ford to court or invest a lot more time in this situation because its a $250 repair, but its the principle of the matter that galls me. They're clearly just doing the runaround and have no intention of making sure I am satisfied. This could be accomplished by explaining how a little dirt could cause a part to overheat, and/or agreeing to pay for the repair.
What do you guys suggest I do next? If there are any Ford people on here, please let me know. I have been given another option of reporting this to the Better Business Bureau, but has that achieved results?
Thank you in advance for your help...
David
I have a 2014 Ford Explorer with 22k miles. I was driving it on an interstate @ 4am one day returning back to Phoenix and a guy behind me flashed his lights signalling, "pull over". I did and he said the back of the vehicle suddenly started to smoke...indeed there was an acrid smell that was obvious and a little smoke.
I was in the Navy and worked on aircraft so it smelled like hydraulic fluid burning or something like plastic/oil. He said he was a mechanic so he looked under the car and said - you probably lost your rear shock and the oil somehow burned. Could have hit the exhaust or something, but that's the problem. I asked him if it was safe to drive and he said 'yes'.
So I continued on my way about 200 miles to Phoenix. Took it to the dealer the next day to get repaired.
The dealer initially said it was covered by the warranty, not to worry. They called later in the day and said, "hey, on second thought, there is mud under your vehicle, and if any debris gets in there, this isn't covered." to back up his position, he sent pictures of some mud on the back of the shock oil reservoir, and splattered on the suspension, which he said was the other side of the car. (The shock in question was right rear). He said that somehow mud got on the part and caused it to fail. But the pictures looked like the dust cover had melted (MELTED!) to the oil reservoir.
As I understand it, the shock absorber piston descends into the reservoir, and in addition to seals to prevent debris from being plunged into the reservoir, there is a dust cover that covers the top of the plunger/piston, and covers down to the bottom/reservoir, further sealing the unit from outside influence.
That was cracked off so some was still on top, and a mangled piece was melted to the bottom.
The car drove home "OK" and wasn't noticeably bouncy or tracking poorly or anything. Anyway, the dealer said, "can't warranty this because the dirt/mud caused this failure". I asked to escalate to a supervisor within customer service and they sent a flowery email saying, "after reviewing the details of this case, it is not covered under warranty because the mud caused the failure."
I asked how mud - last i checked a relatively cool mixture of water and dirt - could ever cause something to heat up enough to melt plastic and burn oil. She responded, "I am not technical, but it did." Then she closed my appeal case.
I am beyond frustrated, and I'd like to know what others have done to remedy this situation. I'd hate to take Ford to court or invest a lot more time in this situation because its a $250 repair, but its the principle of the matter that galls me. They're clearly just doing the runaround and have no intention of making sure I am satisfied. This could be accomplished by explaining how a little dirt could cause a part to overheat, and/or agreeing to pay for the repair.
What do you guys suggest I do next? If there are any Ford people on here, please let me know. I have been given another option of reporting this to the Better Business Bureau, but has that achieved results?
Thank you in advance for your help...
David