Warranty claims

ford12 · 03-04-2018, 12:11 PM

Gday all
Just wandering what you guys would do if you where in the following position.
So I had my car serviced and at the same time I told the Ford dealer that I have a few issues that I think should be covered under warranty. Dealer turns around and says there not warranty issues so we will not be fixing them.
So I rang Ford australia and they said if the dealer thinks there not warranty issues we can't help you. They just flat out refused to help, apart from saying go to another dealer.
I think this is totally crap and they must by law do something about it.

**solarite_guy** · 03-04-2018, 12:18 PM

Can you describe the issues?

commodorenutt · 03-04-2018, 01:28 PM

As above, more details needed.

Age of the car & km too - to give an indication of what may be fair wear & tear (ie not warranty) vs something that might - eg a collapsed seat base at 10,000km would be warranty, but at 90,000km it could be argued as wear & tear, and refused.

Ultimately Ford have the say in what they will or won't approve as a warranty claim. Dealers seek approval for Ford to cover their costs in completing warranty work, so they generally know what Ford will or won't accept - they are the eyes & ears for the parent company when it comes to warranty, and are the first line of "defence" when it comes to vetting claims.

Mercury Bullet · 03-04-2018, 02:03 PM

Quote:

Originally Posted by ford12

Gday all
Just wandering what you guys would do if you where in the following position.
So I had my car serviced and at the same time I told the Ford dealer that I have a few issues that I think should be covered under warranty. Dealer turns around and says there not warranty issues so we will not be fixing them.
So I rang Ford australia and they said if the dealer thinks there not warranty issues we can't help you. They just flat out refused to help, apart from saying go to another dealer.
I think this is totally crap and they must by law do something about it.

Hold onto the survey they will send you via email, post service.

Think about what you want remedied and then return the survey with low scores and comments about your issue/s.

That is a guaranteed way of getting a phone call from them.

Worked for me when they wouldn't listen. They sold me an unroadworthy car and Ford hq refused to listen. They are useless.

A bad score on the survey hurts them, trust me.

My complaints were resolved after that, and kudos to the service manager in negotiating a remedy.

Vesper Martini · 03-04-2018, 02:13 PM

Is it the ticking noise your accelerator pedal makes when the engine is off?
https://www.fordforums.com.au/showthread.php?t=11469066

ford12 · 03-04-2018, 02:47 PM

Car has done 20000 ks
Still under warranty.
Got a few issues.
Main one being finding small plastic pieces on drivers side footwall. The other problems I will fix myself. Upon inspection there coming from under the dash, just above the fuse box. I can see where there coming from.
Apparently they have never seen this before so can't be a warranty issue

4vxc · 03-04-2018, 02:59 PM

makes you wonder with all the things they've never seen before, what problems have they ever seen?
My experience is every problem I've had they never seen it before either

Smoke Pursuit · 03-04-2018, 03:10 PM

You are very unclear with your problems. I wouldn't be able to help you either. What is actually not working / broken?

**GasoLane** · 03-04-2018, 04:25 PM

Quote:

Originally Posted by ford12

Car has done 20000 ks
Still under warranty.
Got a few issues.
Main one being finding small plastic pieces on drivers side footwall. The other problems I will fix myself. Upon inspection there coming from under the dash, just above the fuse box. I can see where there coming from.
Apparently they have never seen this before so can't be a warranty issue

Could you post up some photo's, it may help some members identify where the plastic bits came from if you can't.

ford12 · 03-04-2018, 04:35 PM

Quote:

Originally Posted by GasOLane

Could you post up some photo's, it may help some members identify where the plastic bits came from if you can't.

I know where the pieces are coming from. I showed the dealer and he could see where there coming from.
The simple fact is plastic shouldn't be breaking away from under the dash. Looks like they could be a part of the cluster.

My point in all this is how can Ford Australia not want to even help at all.
Ford Australias exact words where, Sorry the dealer says it's not an issue so we will not be doing anything about it

ozpacman · 03-04-2018, 05:24 PM

What year and model of Ford is it mate?

Fed · 03-04-2018, 05:25 PM

Could you have a mouse living in your car?

minheim · 03-04-2018, 07:23 PM

Quote:

Originally Posted by ford12

Car has done 20000 ks
Apparently they have never seen this before so can't be a warranty issue

I guess if you marry that up with "they all do this" then you can markedly reduce warranty claims.

ford12 · 03-04-2018, 08:55 PM

Just to highlight where I'm coming from, the following is from Ford Australia web site of commonly asked questions.
Commonly asked question _ I have a problem with my vehicle or with my particular dealership. Who should I speak to.
Ford Australia answer _ if you are unable to resolve the issue after speaking to the dealer you should discuss your concerns with the dealer principle. If the dealer principle is unable to resolve your issue. Contact Ford directly on 13FORD.
I TRIED THIS AND FORD AUSTRALIA SAID THEY CAN NOT HELP.
The dealer also refuses any contact with the dealer principle.

jgmdat · 03-04-2018, 08:59 PM

Quote:

Originally Posted by ford12

I know where the pieces are coming from. I showed the dealer and he could see where there coming from.
The simple fact is plastic shouldn't be breaking away from under the dash. Looks like they could be a part of the cluster.

My point in all this is how can Ford Australia not want to even help at all.
Ford Australias exact words where, Sorry the dealer says it's not an issue so we will not be doing anything about it

Is the plastic breaking away with the engine on or off.

03-04-2018, 09:47 PM

How big are these small pieces of plastic? It's sounding like a pretty harmless sort of problem.

jpd80 · 03-04-2018, 09:50 PM

In 1993 I had a 12 month old EB with leaking power steering hose,
dealer called it perished and refused to replace it under warranty.

It was the nylon seal inside the connection but they were too cheap to replace it.
I did it myself rather than pay for a replacement hose that would have cost $56.
Hammered the DP over it for the next three years.

Not long afterwards, they serviced my boss's Fairlane and left the sump plug finger tight
when he found a pool of oil all over his driveway next morning. lucky he looked before
setting off on a 500 km drive.

Mercury Bullet · 04-04-2018, 02:01 PM

Quote:

Originally Posted by ford12

Just to highlight where I'm coming from, the following is from Ford Australia web site of commonly asked questions.
Commonly asked question _ I have a problem with my vehicle or with my particular dealership. Who should I speak to.
Ford Australia answer _ if you are unable to resolve the issue after speaking to the dealer you should discuss your concerns with the dealer principle. If the dealer principle is unable to resolve your issue. Contact Ford directly on 13FORD.
I TRIED THIS AND FORD AUSTRALIA SAID THEY CAN NOT HELP.
The dealer also refuses any contact with the dealer principle.

I explained how to get around it in post #4.

chrisandsharon · 04-04-2018, 10:32 PM

Have you received the customer service email to fill out yet that MB has already mentioned?

ford12 · 04-04-2018, 10:39 PM

No. Not yet

chrisandsharon · 04-04-2018, 10:56 PM

Quote:

Originally Posted by ford12

No. Not yet

Gold - ring the service department tomorrow and ask them to confirm your contact details because you’re patiently waiting for the survey to fill out regarding your last service that you weren’t happy about. Ask them how long it takes for the survey to be sent through. That should get a productive conversation flowing in the right direction. Good luck.

XB GS 351 Coupe · 04-04-2018, 10:59 PM

Sounds strange, you still really have not disclosed what the issue is.

What are these pieces of plastic??

How are they coming off??

Pieces of plastic don't generally just fall off without having some sort of trauma or force applied to them to cause them to break or fall off.

Also you keep saying 'there' (which is a place) instead of they're, this makes your posts very hard to read.

kazawaki · 04-04-2018, 11:39 PM

Had the same response after my dealer REX Gorell in geelong was not helpfull at any point then ford just wiped there hands of it. Ford warranty is crap unless your lucky enough to have a good dealer and good luck with that.

Vesper Martini · 05-04-2018, 03:38 PM

Quote:

Originally Posted by kazawaki

Had the same response after my dealer REX Gorell in geelong was not helpfull at any point then ford just wiped there hands of it. Ford warranty is crap unless your lucky enough to have a good dealer and good luck with that.

You had bits of plastic fall off too? maybe its more common than I thought

XR6Runner · 05-04-2018, 04:13 PM

I too think you may have a mouse or rat in your car mate! Plastic doesn't just break off in pieces by is self.

Set up some mouse traps in your footwell overnight!

GCRXR6 · 05-04-2018, 10:13 PM

He's not a Holden or Toyota owner trying to stir the pot hey?