Re: 2005 Explorer - Window - FINAL
The Reg Ford Rep called and said that Ford didn't know exactly what had happened but they didn't think it was a manufacturing defect, therefore we had to pay. I sent a letter to the dealership Pres/GM, VP, customer service manager, sales manager and CC'd Ford Motor Company Customer Relations, my insurance company, both local newspaper editorial boards, the BBB and the local Action Line. The Pres/GM called me within an hour of getting the email (hard copies were sent via registared USPS). He apologized for how we were treated and asked for a few days to work on it at his level. He called back on the 2nd day and said Ford would not change their position but he said at the dealership level they would fix everything and asked that we pay for the painting of a small metal piece that got sratched up ($200). I thought the offer fair since the piece was probably scratched from the security guard at the spot of the incident brushing everything aside to let other cars pass. I asked that he provide in writing a reason why Ford did not think it was covered under warranty for my records which he agreed to do. The GM was professional and courteous which I appreciated. So while we are still not pleased with Ford Motor Company, at least their representative here in Hawaii is willing to back their product. If the 2005 models have a recall or service notice put out because of defective rear windows (as the 2003-04 models did) I will go after Ford Motor Company just for making this ordeal a pain in the ass and because I would have in writing why they didn't think it was a problem at first. At least McKenna Ford in Kailua still believes in customer service.