Kung

Ok, yeah, they're being a douche, then. I mean, they're flat out tell you that the correct part # - the one we KNOW is the correct part #....isn't.

Which is a crock. In that case I'd almost find any other Ford dealership, work with/through them (letting them know what happened with your current one), and then once fixed, make a point of going back to your current dealer, letting them know the part # you have IS the correct part, and that some other dealership got you fixed and helped you out when they couldn't.

I'd also specifically ask for a survey. Not sure how much they care, but most dealerships I've been to start to worry when I do that, as that factors into their raises and such.

DBCooper

iTrader: (1)

I contacted Ford Protect and got confirmation that the part to repair the rear defrost is H42006 and that it is covered under my ESP plan. They provided a reference # of the conversation to give to the dealer in order to discuss the repair and coverage under my plan.

I had to go through 2 service people till I got someone at the dealership to listen. Their stance now is that I indicated the power window was non-operational (I did not) and that is why they insisted they had the right part number for the entire rear window assembly. I directly questioned the part number and the fix with the service manager at the time they told me that, so it is all complete garbage and they are in CYA mode.

They now agreed to take pictures of the window in order to get pre-approval from Ford to cover it under my warranty. I am making progress but still uber-skeptical they will not purposely sabotage the warranty fix as pictures will not show anything given my rear window has not cracked. The service clowns also said "well that is not what we replace with these issues, so we don't even know if that will fix your problem", just further fueling my skepticism.

I know its insane to keep dealing with these clowns, but I have already paid a $125 diagnosis fee, so when its finally covered, I should be getting $25 back (after my $100 deductible). Any more BS from them though, and I will just go elsewhere for the repair and $125 will be money well spent to never have to deal with these people.

Big thanks again to Kung and Rachel for their assistance and guidance, I owe you both a cold frosty one!

Kung

Interesting - you're getting a different part # than I had; I now feel like an idiot for possibly giving out incorrect info, but then again, we've all gotten different info from different dealerships. LOL

I'll keep that part # in mind; your information is both more recent AND directly from Ford Protect Prior Approval, whereas mine was just from my local dealership. I actually wasn't aware you could contact Ford Protect Prior Approval for this sort of thing! Thanks for sharing the information you got with us.

bigwilly11189

So my repair went well, just took an extra day as the Glass Guys truck broke down; didn't ask if it was a Chevy or Ford... Rear defroster works again, but now I have to figure out how to fix my rear headliner as its not put back correctly. I can feel a plastic ridge on the underside (well top of headliner) that feels like its supposed to attach to the cab/back window but can't get it to stay. Why I hate people touching my truck.


Looking at my sheet it shows part number: DL3Z*15422B30*F Glass - Sliding . I guess that's not the same part number as its way different than above, but I can find it listed on Tascaparts.com

Kyle Lopez

I still haven't gotten a reply back from Ford CS. They said they would contact me in an email I got, but I never got a call.

My issue is I don't have any kind of warranty, extended or existing even though the truck only has 27k miles. 3 years are up. So right now if I get it fixed it's all out of my pocket which is insane.

FordService

That’s great news, DBCooper! I appreciate the kind words. Also, I just sent you a response to your PM.

Hi Kyle Lopez,

Please, PM me with your VIN, Dealer, mileage, full name, and best daytime number. I’ll check on it for you.

Deysha

Kyle Lopez

Sent, thank you

DBCooper

iTrader: (1)

That is the part number the dealer gave me and said it was not covered under my ESP. It is for the whole rear assembly not just the glass. Are you still under the factory warranty (36/36)?

I scratch my head when it comes to these things, different parts covered based upon the dealer and how it's put in. Awesome if you have a good dealer, but sucks beyond belief when you get a bad one (looking at you Richmond Ford West)!

DBCooper

iTrader: (1)

Wow, what a difference 48 hours makes. So Deysha opened a case for me and escalated the urgency yesterday afternoon. At 9am this morning I got a call from the dealer stating "they followed up with Ford" (i'm laughing b/c the tone of the service manager was no longer confrontational, almost as if he had just gotten out of the principal's office) -- the conversation with Ford confirmed the correct part number and that it was covered under my ESP. The dealer have already ordered the part and will contact me as soon as it comes in!

About 30 mins later I got a message from the customer service rep that the case had been assigned to (unfortunately I missed the call). She let me know that she contacted the dealer, provided them the correct part numbers (the ones I had already given them), and cleared up any questions as to whether they were covered under ESP. Not only did she straighten things out, but said she would calling me back to follow-up and ensure we actually spoke, as well as seeing this through to completion of the repair.

I knew when I talked to the dealer that they had been contacted by Ford and "set straight". So I was both elated and shocked this morning - my truck is going to get fixed but only because Ford just stepped up and flexed some serious customer service muscle! I told 2 coworkers this morning, and they both said "wow, way to go Ford", and I agree.....

The fact that Ford Service is here on the forum and actually addresses issues is amazing...this harkens back to older times when companies took pride in treating their customers with respect and standing behind their products. I was down in the dumps about Ford just 2 days ago, but after this level of customer service, I will not doubt again!

96grimreaper

So out of curiosity....

I've disabled my rear defrost on my 14 in my remote start out of fear of walking out to a shattered back glass this winter.

Will Ford replace the glass prior to the defroster failing and potentially taking the glass with it?