Unbeliveable dealer response

[skripo]

I purchased a used 2013 Explorer Limited with 20K kilometers 2 months ago and am 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 a hammer to engage, etc.

The latest one was driving across a highway bridge last Sunday and having the passenger side A pillar trim blow off and into the river, damaging the top of the top of the mirror cover. While not impressed, I didn't think much of it and stopped by the dealer to show him that, and several other issues to schedule an appointment.

Unfortunately the owner was there and decided to take matters into his own hands. First he condescendingly asked me where I bought the car and if it was used. I gave him the name of the dealer and confirmed it was purchased used.

He proceeded to inspect the missing trim and quickly informed me that the piece and windshield had been replaced 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 asked him if I should dredge the river to get the piece and he responded by offering to escort me to the parts department so I could pay for a new one.

A technician then came over and examined the windshield and bracket and said it was OEM and had not been changed. A second tech. looked at the windshield and pointed out the Carlite OEM marking and serial number on the windshield, also confirming it was OEM and had not been changed.

Not a great start to my first Ford purchase in 30 years.

Notwithstanding that this is a known issue with these trucks, what should I do? I am fuming and starting to hate this truck.

 

[NEWPORTNJ]

Contact the help line on this site.

 

[skripo]

What helpline? Ford?

 

[Rick]

Send a private message to FordService http://www.explorerforum.com/forums/private.php?

They've been helping owners of new Explorers. I'm not sure if they can help with a used model.

 

[peterk9]

What hélio l'une? Ford?

You can contact the Ford reps (FordService) on this Forum. Usually Crystal is on during the day and Ashley is on during the evening.
You can use this link; http://www.explorerforum.com/forums/private.php?do=newpm&u=157968

They will likely require your name, daytime phone number, VIN, mileage, and dealership info in your message.

I think the window chatter will likely require a new motor. There are posts on that in the forum. The windshield may be OEM but that doesn't mean the pillar covers are. Many members had issues with 'A' pillar noise. If the covers were replaced they may not have been properly attached with the new plastic clips. There is also a thread on 'A' pillar noise. I would assume that a search of the records on your vehicle would indicate whether or not they were replaced.

Good luck.

Peter

 

[skripo]

Send a private message to FordService http://www.explorerforum.com/forums/private.php?

They've been helping owners of new Explorers. I'm not sure if they can help with a used model.

New or used makes no difference if the warranty is in force!

 

[skripo]

You can contact the Ford reps (FordService) on this Forum. Usually Crystal is on during the day and Ashley is on during the evening.
You can use this link; http://www.explorerforum.com/forums/private.php?do=newpm&u=157968

They will likely require your name, daytime phone number, VIN, mileage, and dealership info in your message.

I think the window chatter will likely require a new motor. There are posts on that in the forum. The windshield may be OEM but that doesn't mean the pillar covers are. Many members had issues with 'A' pillar noise. If the covers were replaced they may not have been properly attached with the new plastic clips. There is also a thread on 'A' pillar noise. I would assume that a search of the records on your vehicle would indicate whether or not they were replaced.

Good luck.

Peter

Thanks Peter, I left a PM.

 

[Sgt1411]

I would also formally complain to Ford CS about the dealership.

 

[skripo]

Thanks for the help. I contacted Crystal but it wasn't her department so she referred me to Bianca. I will keep you posted on the outcome.

 

[peterk9]

Thanks for the help. I contacted Crystal but it wasn't her department so she referred me to Bianca. I will keep you posted on the outcome.

Bianca looks after the Canadian members (FordServiceCA). I assumed you were in the States. Sorry about that. At least you have been looked after....so far.

Peter

 

[skripo]

I am suing Ford

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/showthread.php?t=376487&highlight=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/showthread.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.

 

[FordServiceCA]

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/showthread.php?t=376487&highlight=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/showthread.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.

Hi skripo,

Would you like a follow up call from your CSM, Maria? If you decide to contact a lawyer, I will no longer be able to assist. Your CSM is my highest point of contact and I encourage you to keep working with her toward a resolution.

Bianca

 

[skripo]

The dealer was amazing and did everything he could to help me. I Spoke to Maria already, essentially told me too bad so sad, case closed.

I am not going to contact a lawyer, I am going to small claims court to file a complaint and contacting the better business bureau as well.

 

[imbett]

re dealer

I can not understand FORD not trying to get this under control They need a Diplomat on this now

 

[skripo]

Better Business Bureau complaint just filed.

 

[blwnsmoke]

skripo, you are not the first one to have theirs fly off and Ford did cover the replacement. I don't know why they are giving you such a hard time. I commend you to taking them to small claims court over this. So minor but they really need to get their heads out of their @$$. MSRP on the part is $96.17, you can get it online for $60.59 and dealer cost is $55.08. The true cost to Ford has to be close to half that so for roughly $30 they are giving a customer a hard time which will make them always remember this when they go to buy their next vehicle.

I can assure you Ford will settle this over $30.. As having a family member who is accredited with the BBB and has an A+ rating, even a resolved complaint is a complaint that a business owner doesn't want on record. I'm completely stumped on why they are doing this over something so ridiculous.

 

[blwnsmoke]

Hi skripo,

Would you like a follow up call from your CSM, Maria? If you decide to contact a lawyer, I will no longer be able to assist. Your CSM is my highest point of contact and I encourage you to keep working with her toward a resolution.

Bianca

Bianca, I'm definitely a hardcore Ford fan but I really hate seeing these types of responses. How is someone who has already been turned down by their CSM supposed to "continue to work with them towards a resolution"? They resolution is pure and simple, replace the A-pillar trim!!! They have denied a $30 +/- part replacement that is a very well known issue.

How about Ford go into the river and fish out the A-pillar???

I commend Ford for being on the forums but these types of posts seem to be just pure hype for the general public to think Ford is trying to help. A perfect example of a customer using social media to get their issues heard and Ford sounding like they care by typing words. His denial is clearly Ford not trying to help.

I know you are just doing your job, but even under your breath and/or secretly, you must be shaking your head at some of these absurd issues where Ford is dropping the ball (I know you can't answer that - but I think we all know it's true).

 

[skripo]

How is someone who has already been turned down by their CSM supposed to "continue to work with them towards a resolution"? They resolution is pure and simple, replace the A-pillar trim!!! They have denied a $30 +/- part replacement that is a very well known issue..

I was trying not to be harsh but that is exactly what I thought.

I paid close to 40K for this vehicle and have been driving around with the trim missing on a vehicle I just got. How would you feel?

Thanks for the support blwnsmoke, I appreciate it.

 

[new to ford]

MSRP on the part is $96.17, you can get it online for $60.59 and dealer cost is $55.08. The true cost to Ford has to be close to half that so for roughly $30 they are giving a customer a hard time which will make them always remember this when they go to buy their next vehicle.

If retail price for the A-pillar cover at the Dealership Parts Counter is $96.17, then the actual purchase cost to FORD from the supplier is no more than $10.00-$15.00

 

[isellhomes]

Skripo, any solution? I had mine blow off on the highway this weekend.