Ford are you watching this thread.........Hard Top Warranty Fiasco Rant

kaptaink

First off - I do love my Bronco, , but part of ownership happiness is dealing with issues and that has been far from adequate.
Now I am asking myself, does Ford deserve to maintain my business or do I sell this truck and just stay away from FORD?

I purchased the truck new and have enjoyed the almost 3 years of driving, @ roughly 34,500 miles I took it for warranty issues as the bumper to bumper coverage was coming to an end. Went in for window rattles, cracked air bag cover on steering wheel, stripped trans crossmember bolt after MT trans TSB synch update, rear cargo light loose & rattle, rear shock recall, rear camera recall and.......hard top snakeskin / honeycomb appearance as per the Ford GSB 23-7174.

Very Short Summary....
The dealer acknowledged the appearance of the top matched the criteria and submitted the claim to have the top replaced. Within a week the dealer called back to say the top claim was denied. When I asked for details the advisor said I had to call Ford, they could not tell me why. I walked into the dealer to try to get more info but no dice. Next I called Ford customer service, explaining the issue. This took multiple calls, representatives and time time going back and forth, ultimately Ford said go back to the dealer, they made the call to deny the claim. . Back at the dealer again, they agree this is not right, dealer says let us talk to Ford. They do and the best they come up with is that I pay 20% of the repair as the truck is now past the 36k mileage, at this time the truck is @ roughly 37k miles. If miles are good the truck times out of bumper to bumper coverage end of December.

My issue is this started under warranty, it is well documented. The dealer admitted they were surprised Ford denied the claim. We are all aware of the hard top issues that have been around since launch. Trucks are still having this issue, but somewhere between Ford & the dealer they are just not willing to honour the warranty on my truck. On top of that, if I did agree to pay the 20% repair cost, the dealer quoted $12k to replace the top. Why is the replacement cost quoted at $12K, when you can buy the entire top complete for $5,500 @ the Ford Performance Parts webpage. I don't agree I should pay anything, but if forced to do so, why is the top marked up more than double. I asked this question to the dealership GM & director of fixed operations, this is the response.
" After researching the website, the only top we were able to find at that price was for a soft top. The way your hard top comes from Ford, there are 4 separate pieces. I will provide the part numbers needed."
So Ford / dealer can't find a way to sell the completed top to me for the same price as advertised on Ford's website? The dealers response is nothing short of embarrassing. After the dealer sent me the response above I replied with the hardtop part number that sells as a complete unit, the webpage link(from FORD) and again asked them to defend the pricing.....the lack of response speaks volumes.

So, Ford......are you listening?? Improve quality and customer satisfaction before you loose too many customers. I can't think of a single reason to recommend Ford when they won't stand behind a warranty issue on a problem that has been there since launch, and still shows up on dealer lots today.

For any dealers that read this, when a customer is unhappy and they find the part cost from FORDS OWN WEBSITE is less than half than the dealers quote, that is a horrible look. When asked directly to defend the pricing and the dealership does not even respond, well that says it all.

Edit: Tagging Ford
@Ford Motor Company

kaptaink

First off - I do love my Bronco, , but part of ownership happiness is dealing with issues and that has been far from adequate.
Now I am asking myself, does Ford deserve to maintain my business or do I sell this truck and just stay away from FORD?

I purchased the truck new and have enjoyed the almost 3 years of driving, @ roughly 34,500 miles I took it for warranty issues as the bumper to bumper coverage was coming to an end. Went in for window rattles, cracked air bag cover on steering wheel, stripped trans crossmember bolt after MT trans TSB synch update, rear cargo light loose & rattle, rear shock recall, rear camera recall and.......hard top snakeskin / honeycomb appearance as per the Ford GSB 23-7174.

Very Short Summary....
The dealer acknowledged the appearance of the top matched the criteria and submitted the claim to have the top replaced. Within a week the dealer called back to say the top claim was denied. When I asked for details the advisor said I had to call Ford, they could not tell me why. I walked into the dealer to try to get more info but no dice. Next I called Ford customer service, explaining the issue. This took multiple calls, representatives and time time going back and forth, ultimately Ford said go back to the dealer, they made the call to deny the claim. . Back at the dealer again, they agree this is not right, dealer says let us talk to Ford. They do and the best they come up with is that I pay 20% of the repair as the truck is now past the 36k mileage, at this time the truck is @ roughly 37k miles. If miles are good the truck times out of bumper to bumper coverage end of December.

My issue is this started under warranty, it is well documented. The dealer admitted they were surprised Ford denied the claim. We are all aware of the hard top issues that have been around since launch. Trucks are still having this issue, but somewhere between Ford & the dealer they are just not willing to honour the warranty on my truck. On top of that, if I did agree to pay the 20% repair cost, the dealer quoted $12k to replace the top. Why is the replacement cost quoted at $12K, when you can buy the entire top complete for $5,500 @ the Ford Performance Parts webpage. I don't agree I should pay anything, but if forced to do so, why is the top marked up more than double. I asked this question to the dealership GM & director of fixed operations, this is the response.
" After researching the website, the only top we were able to find at that price was for a soft top. The way your hard top comes from Ford, there are 4 separate pieces. I will provide the part numbers needed."
So Ford / dealer can't find a way to sell the completed top to me for the same price as advertised on Ford's website? The dealers response is nothing short of embarrassing. After the dealer sent me the response above I replied with the hardtop part number that sells as a complete unit, the webpage link(from FORD) and again asked them to defend the pricing.....the lack of response speaks volumes.

So, Ford......are you listening?? Improve quality and customer satisfaction before you loose too many customers. I can't think of a single reason to recommend Ford when they won't stand behind a warranty issue on a problem that has been there since launch, and still shows up on dealer lots today.

For any dealers that read this, when a customer is unhappy and they find the part cost from FORDS OWN WEBSITE is less than half than the dealers quote, that is a horrible look. When asked directly to defend the pricing and the dealership does not even respond, well that says it all.

Edit: Tagging Ford
@Ford Motor Company

Jakob1972

I am sorry to hear that. But before I blow $2400 on a ford OEM replacement I’d see how much it would be to have the local bedliner place shoot it with lineX or some other bedliner. The horror stories of the replacement tops is scary there are folks on their 4-5 replacement each one worse than the last. I’ m still enjoying top off weather here but once I put it back on I am going to see how much to bedliner my top to seal the cracks, or I might just do it myself I already have the gun.

kaptaink

First off - I do love my Bronco, , but part of ownership happiness is dealing with issues and that has been far from adequate.
Now I am asking myself, does Ford deserve to maintain my business or do I sell this truck and just stay away from FORD?

I purchased the truck new and have enjoyed the almost 3 years of driving, @ roughly 34,500 miles I took it for warranty issues as the bumper to bumper coverage was coming to an end. Went in for window rattles, cracked air bag cover on steering wheel, stripped trans crossmember bolt after MT trans TSB synch update, rear cargo light loose & rattle, rear shock recall, rear camera recall and.......hard top snakeskin / honeycomb appearance as per the Ford GSB 23-7174.

Very Short Summary....
The dealer acknowledged the appearance of the top matched the criteria and submitted the claim to have the top replaced. Within a week the dealer called back to say the top claim was denied. When I asked for details the advisor said I had to call Ford, they could not tell me why. I walked into the dealer to try to get more info but no dice. Next I called Ford customer service, explaining the issue. This took multiple calls, representatives and time time going back and forth, ultimately Ford said go back to the dealer, they made the call to deny the claim. . Back at the dealer again, they agree this is not right, dealer says let us talk to Ford. They do and the best they come up with is that I pay 20% of the repair as the truck is now past the 36k mileage, at this time the truck is @ roughly 37k miles. If miles are good the truck times out of bumper to bumper coverage end of December.

My issue is this started under warranty, it is well documented. The dealer admitted they were surprised Ford denied the claim. We are all aware of the hard top issues that have been around since launch. Trucks are still having this issue, but somewhere between Ford & the dealer they are just not willing to honour the warranty on my truck. On top of that, if I did agree to pay the 20% repair cost, the dealer quoted $12k to replace the top. Why is the replacement cost quoted at $12K, when you can buy the entire top complete for $5,500 @ the Ford Performance Parts webpage. I don't agree I should pay anything, but if forced to do so, why is the top marked up more than double. I asked this question to the dealership GM & director of fixed operations, this is the response.
" After researching the website, the only top we were able to find at that price was for a soft top. The way your hard top comes from Ford, there are 4 separate pieces. I will provide the part numbers needed."
So Ford / dealer can't find a way to sell the completed top to me for the same price as advertised on Ford's website? The dealers response is nothing short of embarrassing. After the dealer sent me the response above I replied with the hardtop part number that sells as a complete unit, the webpage link(from FORD) and again asked them to defend the pricing.....the lack of response speaks volumes.

So, Ford......are you listening?? Improve quality and customer satisfaction before you loose too many customers. I can't think of a single reason to recommend Ford when they won't stand behind a warranty issue on a problem that has been there since launch, and still shows up on dealer lots today.

For any dealers that read this, when a customer is unhappy and they find the part cost from FORDS OWN WEBSITE is less than half than the dealers quote, that is a horrible look. When asked directly to defend the pricing and the dealership does not even respond, well that says it all.

Edit: Tagging Ford
@Ford Motor Company

Mikes2021Bronco

Send the FORD bot your VIN, Mileage, and the name of place you eat a hamburger at last, plus if you want it expedited Include the thread pitch of the bolt that holds the muffler bearing in place.