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Old 04-22-2014, 12:57 AM   #1
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Default Ford screwing me on my 2014 raptor

So I bought a 14 Raptor off the lot at HALL FORD Elizabeth City. After owning for little over 2 weeks, and being away for travel for almost a week of that time. I Noticed a chip in the fiberglass on the front left fender at the door seam. I have not had my truck anywhere this could have happened i.e. off road, mudding, or any other place to cause the damage. It could not have been cause by a "door ding". There is NO impact or tooling damage in the area, and there is no way road debris could have caused this without leaving some kind of mark in the surrounding area.


The first weekend that was nice I detailed the raptor. I noticed the chip and the paint cracking around the adjacent areas and called the dealership immediately. The sent pictures to FORD and told me to wait a couple days and they will have an answer. They assured me it would be "Taken Care of". The Service Employee even agreed this is not a typical issue.

Ford Denied the claim under the clause stating that i did not notice it in the first 7 days of ownership so it is my problem.....

My problem with that statement is. This defect was created at the factory and painted over. It took a few hundred miles for it to show up and for the chip to come loose from the fender. It is 100% obvious this is what happened, but since it wasn't noticed until after 2 weeks of ownership I have to live with a truck that is less that new and already devaluated due to the damage. I own a 2013 Lincoln MKT, a 2014 RAPTOR, and traded a 2013 FX4 for the RAPTOR. I have spent over 150 to FORD MOTOR COMPANY in the last YEAR... i.e. 12 months.... and this is how they treat a LOYAL customer. I never thought i would see the day FORD didn't stand behind their products and correct an obvious flaw.


I am attaching pictures. In these Photos you can see there is no impact damage other that the chipping area that is spreading "up". The 2 marks to the left of the chip are not scratches. They are cracking paint under the clear. You cannot pick them up with a fingernail. Same goes for the mark underneath it.

I have to explain my expertise in my opinion. I work for NASA as a Quality Inspector. My area of focus is Aircraft Maintenance, and Research Equipment Installation. Basically we fly projects on our planes that end up in space as satellites. I know composite work. I know how to identify flaws in composite work. I have been in this profession for many years. This is 100% a defect in the glass work done, that was painted over. It took a few hundred miles of NORMAL road use for the paint to start cracking and showing the defects below. THIS IS TYPICAL OF FAULTY COMPOSITE WORK. Anyone who works on surfboards, fiber glass, carbon fiber will tell you the same thing... The fact that FORD is basically telling me. Hey you didn't see it in 7 days so live with it is asinine.

Enjoy the pics, and I hope you all have better luck with your new Raptors.

RIDICULOUS!!!!!!!!!!!!!!
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Ford screwing me on my 2014 raptor-img_0448.jpg   Ford screwing me on my 2014 raptor-img_0449.jpg   Ford screwing me on my 2014 raptor-img_0451.jpg   Ford screwing me on my 2014 raptor-img_0452.jpg  
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Old 04-22-2014, 10:52 AM   #2
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Sux...
But, welcome to the site.
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Old 04-22-2014, 05:45 PM   #3
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Exact voice mail left for me by ford customer service on April 10th. 5 days after taking it to the shop.


"Hi Mr. Hammitt, This is Cynthia with Ford Motor Company, I'm a customer service manager for the Northeast Region. Your case was escalated to me when you contacted our Customer Care Center regarding your 2014 F-150, and some damage that um, (Paused cleared throat) excuse me, damage you noticed on your vehicle. I do need to let you know, Mr. Hammitt, that this is not something we can assist with. You did take ownership of the vehicle, umm, without seeing that, umm, if there is damage it is something that you need to contact your insurance company about. Umm, We cannot help, and we cannot overturn decisions made by our digital imaging team who denied the repair, ummm, so that's not what we do here at the Customer Care Center. Okay, I'm sorry about that, please contact your insurance company, ummm, so you can get this taken care of and I'm sorry that we're not able to make this under warranty. We can't do that, we can't just make things be covered under warranty, ummm. Thank you Mr. Hammitt, bye bye."

That is exact transcript. Thanks to google voice. This was left for me without her ever speaking to me. I called customer care immediately after the dealership informed me the claim was denied, a lady took my information and told me she would call back. She never did, and the next day i get this voice mail after work. i can email the original to anyone who would like to hear how terrible this woman sounded on the phone.

---------- Post added at 04:22 PM ---------- Previous post was at 04:10 PM ----------

Just got this email today..... APPARENTLY FORD doesn't care.... I love this truck, but it is the last penny they get from me. All service and future purchases will go somewhere else. Over it.



Hello Ryan,

My name is Al, I am from Ford`s Customer Relationship Center (CRC). I have reviewed your email regarding the panel concern on your 2014 Ford F-150 Raptor. I apologize for any inconvenience this has caused.

First, I would like to thank you for purchasing a new Ford truck and for being a loyal customer of Ford Motor Company.

Our records indicate that you spoke with Customer Service Manager last 4/10/2014, and you were advised that we cannot overturn the decision made by Digital Imaging. I apologize, but upon review of your request, I cannot provide you with an alternate response.

Thank you for contacting Ford Motor Company.

Sincerely,

Al
Customer Relationship Center
Ford Motor Company


Worthless... Purely worthless
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Old 04-22-2014, 09:48 PM   #4
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How did you not notice that?
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Old 04-25-2014, 01:46 PM   #5
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After going to a second dealership, calling customer service and reopening a claim, and talking to a different regional manager, and resubmitting the claim under a more detailed explanation, ford has agreed to correct the issue under warranty. Glad they are fixing it, but wish it wouldn't have been such a fight.
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Old 04-25-2014, 02:54 PM   #6
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Quote:
Originally Posted by Ryan Hammitt View Post
After going to a second dealership, calling customer service and reopening a claim, and talking to a different regional manager, and resubmitting the claim under a more detailed explanation, ford has agreed to correct the issue under warranty. Glad they are fixing it, but wish it wouldn't have been such a fight.
Sounds like part of the issue was the crappy service advisor that submitted the claim at the dealership you purchased from. How far away was the other dealer that did a better job of taking care of you?
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Old 04-25-2014, 04:30 PM   #7
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I would call that lady back and say ummm it is getting fixed cause the other dealer I took it to could clearly see that it was a paint defect, but thank you for your time anyway.
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Old 05-17-2014, 10:24 PM   #8
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To me, that looks liked it was dropped or otherwise impacted during assembly and then painted over. I know your frustration with being denied on an issue that was an obvious manufacturing or materials defect. Congratulations on a successful resolution.
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Old 05-17-2014, 10:35 PM   #9
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It's all about talking to a competent person who values their job.

NOW...

The first thing I would do is write a detailed, lengthy, strongly worded yet intelligent letter to Ford Corporate. Do some research and send the letter to as many head - honcho people at the top as you can identify. CEO, COO, etc. Name the people who gave you a hard time and refused to help you. Rain hell upon them. BS customer service failures like this must not be ignored.
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Old 05-17-2014, 11:26 PM   #10
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Sorry im just playing both sides here. If you are a quality inspector how did you not notice that?
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Old 05-17-2014, 11:26 PM
 
 
 
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