Getting the warranty runaround

[PorscheGuy997]

Here's the story...

On July 3rd, I detailed my '04 24v Sable and took it out for a drive to get the rust off the rotors. Upon startup, it idled like heck. I took it for a two mile spin and turned around. Sure enough, the CEL came on. I got it in the driveway and it stalled. The next week, I had the car towed to the dealer. They said that the intake manifold had cracked (funny, I didn't hear anything and I don't run NOS or any power adders) and caused the engine to run lean. The dealer replaced the manifold and I had them do the 30k transmission service (it only has 36k on the clock).

When I got the car back, there was an obvious lack of power, but no CEL. I drove it for a week and took it to an independent shop and posted my findings on a Taurus forum. Sure enough, they found the same problem: the catalytic converters.

So, I brought the Sable back to the dealership (I'm not paying for work if it's under warranty). The date was August 12.

Every Tuesday, I've called and get the same runaround: "It'll be done by the end of the week." Each time, they say that they are still waiting on the catalytic converters.

Today is September 23. I got sick of the bull and gave them a call today to ask whether the car would be done within the next six months, which shook up the service manager. He kind of grumbled and said that the parts are backordered. I asked if I could get something to drive and he said the dealer can't do anything (this is a warranty item, so why shouldn't Ford cover everything as it says in the factory warranty description?)

What a joke... I don't mind waiting a week for a common part, but this is ridiculous. I've been driving the old Sable, but we were going to trade it in this weekend.


What do you guys think? Is there some way I can get Ford to give me a loaner car? Are warranty items always handled this poorly? To make matters worse, Ford sent me a letter saying that the car is due for it's next service. Funny thing is that the car is still at the dealer for service!

[Nick Chapman]

Re: Getting the warranty runaround

I hate Ford. I had nothing but problems from my 2000 Mustang that I bought new. They gave me the run around several times.
Here's what they had to replace:
Starter 3 times
Tranny
Rear end
and a motor

Sold the car when it had 18k miles on it. All of those problems from a brand new car. Ford's quality has gone down the toilet.

[Andy M.]

Re: Getting the warranty runaround

Wow....That thing is still in the shop! I'm not sure about the loaner car thing. Did you buy it new? I can't believe you didn't get it back yet.

Andy

[Tim Lingor]

Re: Getting the warranty runaround

And I am just the opposite: my 1999 Ford Super Duty V10 which I bought brand new has been in the shop only once in all these years! It has been the best truck I have ever owned. My GM's and Dodges were all nightmares! My dad used to work for GM and now drives Ford and Toyota. I guess the fact is there are lemons in every brand. If you get a bad one, it will taint you towards that brand. I was raised GM (obviously because of dad) but after 4 brand new GM trucks and cars all of which had major problems, I just wanted a change and I am very glad I did. I even tried a brand new Dodge Ram which was in the shop all the time! UGH!

I can not say how the Ford service should be (having only been in the shop the one time), but that definitely does not sound right. Even my GM's and Dodge were always fixed in a timely fashion. Perhaps a call to Ford's area rep is in order....

Tim

[dvtldav]

Re: Getting the warranty runaround

There should be a number you can call at Ford and complain. On my '98 GMC Sonoma I had to replace the drivers seat recline lever 3 times in 39 months. The first 2 were covered under warranty the third one cost me $250. I wrote GMC a letter expressing my displeasure in what I felt was a poor design because the dealer said they replaced these on a regular basis. I told them if I had to replace 1 more recline handle, my next purchase would be anything but GM. Within a week, I had a call from GMC customer service wanting a full detail of my problem. I explained everything, they refunded my $250 and gave me a direct call in number if I had , anymore problems. I haven't had a problem since. Chris, the next time you go in to the dealer, if they give you the run around, ask the service manager if he has a mirror. When he asks why, tell him you want see if you have "STUPID" tatooed on your forehead. I did this at Plymouth dealer several years ago & it nearly got me kicked out of the service department.

Dave

[ZoranC]

Re: Getting the warranty runaround

Several years ago I went through nightmare thanks to Ford, not just vehicle, not just dealership, but corporate themselves too. It resulted in huge financial loss to me. And I mean huge. Not several hundred. not even several thousand, but much more. Much much much more.

Thanks to that experience I would not touch Ford from a mile, much less recommend it to anybody, heaven's forbid buy it.

Since then I have purchased 4 Toyota vehicles (planning on purchasing 5th one soon) and I can not be happier.

Toyota treats me like a king. Maybe because not many people have/had three Supras and an MR-2 but then again I have left similar kind of money with Ford too yet very first time I needed assistance with something I was legally entitled on (yes, it was about warranty) they treated me in extremely disgusting (and many more words) manner.

Never again Ford, over my dead body.

[Markus Kleis]

Re: Getting the warranty runaround

One must remember that a dealership is not "Ford" how some think of it. The dealership just sells and services for them, but is independedntly run.

Same thing applies to ALL makes.

That said, that dealership STINKS and I suggest calling Ford corporate and politely tell your story. They will likely take care of you.

Oh, and Nick...you really can't base everyone off of a single experience, especially one that was *8* years ago

Ford actually has had a rising quality percentage higher than the industry average three years in a row, and was tied with Toyota and Honda for initial quality at the last test. Ford's latest quality is really quite astonishing

[Mike Phillips]

Re: Getting the warranty runaround

If the problem truly is they're waiting for delivery of parts, then it truly is out of their hands. How to know this for sure is anyone's guess.

[PorscheGuy997]

Re: Getting the warranty runaround

That's the thing, the dealer always changes the parts story. First time was the parts didn't come in. Second time, they had to order more parts. Third time, the parts were on backorder.

Seems to me that something else is going on.

A little background on the car: It was bought new from my office (family) and I bought the car last year, so I know what the car has been through. In fact, the car was bought at that dealership.


I totally agree with Tim. We have three 5.4l Expeditions at the office and none of them have had any days out of service. To add to that list, their F-350 diesels are way past the 200k mark and run great.

That being said, I'm looking at getting a Lightning or F-250 diesel next summer. I'd drive the 911, but the insurance company would have a fit.


For now, I'll call up Ford tomorrow and see what they can do.

[03mach1]

Re: Getting the warranty runaround

I had to replace the intake manifold on my 97 GT but it was not fords fault the guy who had the car before me jerry riged it and put the wrong manifold on and it cracked. Many people get the wrong idea about Ford they do make great cars and every manufacture has lemons. What I suggest you to do is to go to a salvage yard and make the dealer pay for the cats off a salvage yard car. It is all the dealer not Ford. I work on my cars as much as I can. This is why I love old cars, they are less complicated with all of todays electronics and Computers. My parents had many Fords and not one problem from any of them.

[roushstage2]

Re: Getting the warranty runaround

Call the service manager a couple of days straight and call Ford. See if that "motivates" them a bit. If not, keep calling the GM of the dealership and the Ford #. Then the owner and Ford. If need be, the regional rep and Ford. If you stay on it, I can almost guarantee it will not go farther than the GM over something like this.

It is a big guy vs. little guy thing.

[J. A. Michaels]

Re: Getting the warranty runaround

I think it is time to call the regional rep. The situation your describing is getting out of hand. By now they could of paid a parts guy to drive to the catalytic converter factory and bring back a new one. Remember the squeaky wheel gets the grease. You have been patient enough.

[BlueZero]

Re: Getting the warranty runaround

Wow, Chris that's no fun! Is there another Ford dealer around you could try taking it to?

Also maybe you could call around to some local parts stores to see if they have the part you need in stock or how long it would take to order it. It would be funny to show up with the part for them to use.

I've had three brand new Ford trucks, one was a total nightmare. One was perfect. The other one only had one problem and the dealer fixed it right away. I think it more depends on the dealer than the brand, at least in my experience.

I'm still upset about my Jeep warranty too. I was supposed to have a rental car paid for if my Jeep was in the shop for more than a day. I brought it in first thing when they opened but it wasn't done for me to pick up until the following day. They said that doesn't count as a day because they only worked on it for 6 hours, they have to work on it for 8 hours to call it a day. That used to be my favorite Ford/Jeep dealer too. They have a new owner now and the service has gone down the drain.

Good luck and I hope it gets fixed soon and right!

[Nappers]

Re: Getting the warranty runaround

An '04 Taurus and only in the shop for 3 times, consider that lucky.

On the other hand, I would call the manager, regional rep to get you a car.

I miss my 24V Taurus, it really hauled rear and that Mach sound system, leather, moonroof was awesome. Except the tranny and A/C.

Good luck Chris!

Keep us posted.

[Nick Chapman]

Re: Getting the warranty runaround

Oh, and Nick...you really can't base everyone off of a single experience, especially one that was *8* years ago

Yes I can. That car left me stranded more times than I'd like to count. I bought a brand new car for reliability, and Ford failed. Not to mention the rudeness I was subjected to from the dealer, and the fact that I had to provide my own rental car everytime it was in the shop. Those months that my car was in the shop, I was still having to make the payments, plus paying for a rental car. Basically my payments doubled while that BRAND NEW car was being repaired. Is it my fault Ford build and sold me a lemon? No it wasn't, but I sure had to pay($$$) for it.

I'll never forget it.