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Thread: Rocker panel snapped after taking delivery of new Focus Reply to Thread
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Topic Review (Newest First)
12-20-2012 04:46 PM
FordService
Quote:
Originally Posted by Just Tom View Post
We'll do Cory. Thanks for doing your part to help out, I realize you did all that you could do.
You got it, Just Tom.

Cory
12-20-2012 01:55 PM
Just Tom
Quote:
Originally Posted by FordCustomerService View Post
I know Mark did everything he could to help, Just Tom. Please donít hesitate to get a hold of me when youíre planning the next visit.

Cory
We'll do Cory. Thanks for doing your part to help out, I realize you did all that you could do.
12-20-2012 01:50 PM
PratoN
Quote:
Originally Posted by GhiaFan View Post
Ford should include the play-book instructions in the manual booklet regarding "how dealership service departments are required to handle customer request for warranty issues"
Agreed.
12-20-2012 01:41 PM
FordService
Quote:
Originally Posted by Just Tom View Post
...As promised, Cory from Ford Customer Service did escalate my problem to a Regional Customer Service Manager, named Mark which I was very happy about; this left me feeling a bit optimistic. Sadly, my optimism and my warm and fuzzy feelings ended there...Hopefully when I take the car back in for repairs to address the transmission and FordMytouch issues, things will turn out better for me.
I know Mark did everything he could to help, Just Tom. Please donít hesitate to get a hold of me when youíre planning the next visit.

Cory
12-20-2012 08:39 AM
hand-filer
Quote:
Originally Posted by GhiaFan View Post
Ford should include the play-book instructions in the manual booklet regarding "how dealership service departments are required to handle customer request for warranty issues"
Just try and comprehend what Ford's quality rating would be if they didn't use these warranty denial tactics. They're in 29th place now.
12-20-2012 06:30 AM
GhiaFan Ford should include the play-book instructions in the manual booklet regarding "how dealership service departments are required to handle customer request for warranty issues"
12-19-2012 04:14 PM
Just Tom
Quote:
Originally Posted by suss6052 View Post
I'm not sure I buy that the dealer would not have submitted photographs to Ford, but everytime I've had issues with service that were submitted to FCSD the dealer has always been the reason why Ford denied the claim, yet they said it was Ford who wouldn't cover things.

The condition where the headlamp and tail lamp were and in the case of the tail lamp still are rubbing into the hood and rear quarter panel Ford said the dealer submitted the claim and also said it looked like the car had been hit from both ends, to deny the warranty claim. Despite the car having never been so much as hit at all at the time. Or how the dealer told me it was normal for the seat to reach only 90-100F at the heater pad because the cloth would catch on fire (paraphrasing what the service advisor had said), but told ford that they claimed via the IDS tool to read a sensor at 125F which just happened to be the exact set point temperature from the service manual so Ford wasn't interested in fixing this either. When its cold its hard to get the seat to warm up beyond 70-80F and although its not ice cold after awhile its still colder than other people say theirs get. I'm not melted in place and I'd expect it to be closer to 125F not 90 as a peak temperature, there isn't that much there as far as the cover to the heater gap.
Quote:
Originally Posted by GhiaFan View Post
If Ford is advising you that the your local Ford service center people are the ones to submit a claim on your behalf, and from your previous post were you mentioned that your service person told you this "As far the Rocker Moulding is concerned, they want to charge me $249 to replace it which includes about $80 in labor. They will not cover this under warranty!" Would it not be worth it to mention your conversation with Ford advising you that it is the service department who should be submitting a claim to Ford before prematurely telling you that Ford will not cover this under warranty. As I understand your conversation with Ford , they told you that your service department never submitted a claim for this, right?
Thanks to both of you for your feedback. I agree with you, there does appear to be a contradiction between what the dealer and FoMoCo is telling me. From the dealer's side of things, they tell me "Ford has denied it because it doesn't meet warranty guidelines." FoMoCo told me something different; their story is the dealer never submitted the claim because they believe it's "non-warrantable." The reason, according to Mark at FoMoCo is, if a dealer submits a warranty claim and the repair is made (at the dealers discretion) and it turns out that the claim was in fact, non-warrantable, then the dealer would be charged back for that repair. Ok. I get that. However, what bothers me is that the entire decision really rests in the hands of the dealer, in other words, FoMoCo really isn't going to do anything if the dealer believes the claim is non-warrantable to begin with. There is no taking of photos and sending them to Ford for them to review. There is no factory rep who visits the various dealers who could take a look at my rocker panel and use his delegated authority to authorize the repair. So basically what are you left with? Answer: A service manager, or at best, a mechanic who make these decisions on behalf of FoMoCo. It's a safe bet Suss that the reason your items were not covered under warranty was because the dealer feared the "charge back."

What I have an issue with is the whole smoke and mirrors game that is played where the dealer denies your claim while laying the blame on FoMoCo, who meanwhile sits with their hands folded and say's, "Gee, I'm sorry, the dealer never submitted your claim, there's nothing I can do to help you." So aggravating!
12-19-2012 03:15 PM
suss6052
Quote:
Originally Posted by Just Tom View Post
For those who are curious to know the status of my rocker panel issue, here's an update. Unfortunately it does not end well...for me anyway. As promised, Cory from Ford Customer Service did escalate my problem to a Regional Customer Service Manager, named Mark which I was very happy about; this left me feeling a bit optimistic. Sadly, my optimism and my warm and fuzzy feelings ended there. When I finally spoke to Mark today over the telephone he informed me that Ford was unwilling to offer any kind of assistance whatsoever. He was polite and didn't use that exact terminology, but that is the gist of it. I went around and around with him over the telephone inquiring about different possibilities and at each turn I was given what sounded like a well rehearsed script denying me any hope of assistance.

The reason for this as Mark explained is that they rely on the dealers as their "eyes" when making determinations as to whether or not the claim qualifies to be covered under warranty. So in my case, the claim was never submitted to Ford to even be considered for a warranty claim, much less any other type of consideration. It ends and begins with the dealer. Mark further explained that if the dealer had submitted the claim and it was denied, then Ford might be willing to consider other options, referring to "customer financial assistance." Since this wasn't something Ford would cover under warranty, I had hoped that some compromise could be reached where Ford would be willing to split the cost of repair or some percentage thereof, or at the very minimum agree to replace the part at dealer cost. So as I say, it did not end well for me. The only response I got was "No, no, no and no." Needless to say I'm disappointed and I'm rather surprised at the lack of willingness on their part to offer anything. It's not unusal for companies to extend courtesy to their customers in situations like these, even a token or small gesture to show that they appreciate their customer's loyalty. That did not happen, so as I say, it's disappointing, but what else can I do? I'll have to chalk this one up to as loss.

Hopefully when I take the car back in for repairs to address the transmission and FordMytouch issues, things will turn out better for me.
Quote:
Originally Posted by GhiaFan View Post
If Ford is advising you that the your local Ford service center people are the ones to submit a claim on your behalf, and from your previous post were you mentioned that your service person told you this "As far the Rocker Moulding is concerned, they want to charge me $249 to replace it which includes about $80 in labor. They will not cover this under warranty!" Would it not be worth it to mention your conversation with Ford advising you that it is the service department who should be submitting a claim to Ford before prematurely telling you that Ford will not cover this under warranty. As I understand your conversation with Ford , they told you that your service department never submitted a claim for this, right?
I'm not sure I buy that the dealer would not have submitted photographs to Ford, but everytime I've had issues with service that were submitted to FCSD the dealer has always been the reason why Ford denied the claim, yet they said it was Ford who wouldn't cover things.

The condition where the headlamp and tail lamp were and in the case of the tail lamp still are rubbing into the hood and rear quarter panel Ford said the dealer submitted the claim and also said it looked like the car had been hit from both ends, to deny the warranty claim. Despite the car having never been so much as hit at all at the time. Or how the dealer told me it was normal for the seat to reach only 90-100F at the heater pad because the cloth would catch on fire (paraphrasing what the service advisor had said), but told ford that they claimed via the IDS tool to read a sensor at 125F which just happened to be the exact set point temperature from the service manual so Ford wasn't interested in fixing this either. When its cold its hard to get the seat to warm up beyond 70-80F and although its not ice cold after awhile its still colder than other people say theirs get. I'm not melted in place and I'd expect it to be closer to 125F not 90 as a peak temperature, there isn't that much there as far as the cover to the heater gap.
12-19-2012 03:03 PM
GhiaFan If Ford is advising you that the your local Ford service center people are the ones to submit a claim on your behalf, and from your previous post were you mentioned that your service person told you this "As far the Rocker Moulding is concerned, they want to charge me $249 to replace it which includes about $80 in labor. They will not cover this under warranty!" Would it not be worth it to mention your conversation with Ford advising you that it is the service department who should be submitting a claim to Ford before prematurely telling you that Ford will not cover this under warranty. As I understand your conversation with Ford , they told you that your service department never submitted a claim for this, right?
12-19-2012 02:43 PM
Just Tom For those who are curious to know the status of my rocker panel issue, here's an update. Unfortunately it does not end well...for me anyway. As promised, Cory from Ford Customer Service did escalate my problem to a Regional Customer Service Manager, named Mark which I was very happy about; this left me feeling a bit optimistic. Sadly, my optimism and my warm and fuzzy feelings ended there. When I finally spoke to Mark today over the telephone he informed me that Ford was unwilling to offer any kind of assistance whatsoever. He was polite and didn't use that exact terminology, but that is the gist of it. I went around and around with him over the telephone inquiring about different possibilities and at each turn I was given what sounded like a well rehearsed script denying me any hope of assistance.

The reason for this as Mark explained is that they rely on the dealers as their "eyes" when making determinations as to whether or not the claim qualifies to be covered under warranty. So in my case, the claim was never submitted to Ford to even be considered for a warranty claim, much less any other type of consideration. It ends and begins with the dealer. Mark further explained that if the dealer had submitted the claim and it was denied, then Ford might be willing to consider other options, referring to "customer financial assistance." Since this wasn't something Ford would cover under warranty, I had hoped that some compromise could be reached where Ford would be willing to split the cost of repair or some percentage thereof, or at the very minimum agree to replace the part at dealer cost. So as I say, it did not end well for me. The only response I got was "No, no, no and no." Needless to say I'm disappointed and I'm rather surprised at the lack of willingness on their part to offer anything. It's not unusal for companies to extend courtesy to their customers in situations like these, even a token or small gesture to show that they appreciate their customer's loyalty. That did not happen, so as I say, it's disappointing, but what else can I do? I'll have to chalk this one up to as loss.

Hopefully when I take the car back in for repairs to address the transmission and FordMytouch issues, things will turn out better for me.
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