Does anyone know of complaint escalation beyond the Ford Customer Experience people?

[bdewey]

I picked up my new 2025 Bronco Sport on the 19th of February, unfortunately it had a rock crack in the windshield. Due to miscommunication at the dealership, the windshield did not get ordered until this past Monday, that is not Ford's fault, the issue now is that we can't even get an ETA on a delivery date for 4 more days because they just made it an "escalated" case. I find it beyond belief that the manufacturer takes 4 days to update an ETA on an ordered part in the first place, even more annoying is that the customer experience rep I just spoke with said the only other thing I can do is speak with the General Manager at the dealership, I have a call in now.

Just wondering if anyone else has experienced anything like this, and if so, how you got it resolved.

Love the car, just don't want to watch the crack growing for another 2 or 3 weeks.

Thanks for any advice, and for letting me have a place to vent my frustration a bit.

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[Dude]

Sounds like you are taking the right steps, if your current approach doesn’t pan out you can ask the dealership for Ford’s Regional Manager and give that person a call.

If you need others at Ford to talk to about future issues, see the following Post for escalation methods.

https://www.broncosportforum.com/forum/threads/duties-of-vs-expected-role-of-ford’s-social-media-team-on-this-forum.11047/post-189208

Btw the @Ford Motor Company ‘user’ (Ford’s ‘Social Media Team’) as mentioned in the above link no longer monitors this forum so ignore any mention of the social media team.

 

[bdewey]

Thank you, interesting reading. Too bad that the team does not monitor here any longer. Spoke with the GM at my deal today, he agrees this is a bad look for Ford, and he will try to get more info. While I had him on the phone I mentioned the disconnect with the Build site and power folding mirrors for the Outer Banks and the Badlands. Another example of a bad look for Ford to the consumer.

Funny thing with my windshield, Safelite can give me a date of 3/15 for the OEM windshield, yet Ford can't give me a date at all.

 

[Rockboz]

Two points:
1) Safelite will probably not install an OEM windscreen.
2) I am in Michigan. Used to go to a regional shop for 3 different rock chips, all between $25 and $30. I also had 2 windscreens replaced on my MINI for $500 OEM. My wife took a rock chip in her BS, checked Safelite for repair at THEIR shop. Guess how much. $160!!!! WTF!

 

[Dude]

Insurance company (mine) had to approve Safelite to install the Ford OEM windshield and once that was done Safelite easily did the install of the replacement OEM windshield

 

[bdewey]

Had another very good chat with the GM today, I mentioned Safelite and that they gave a 3/15 date for an OEM windshield, along with a (hope you are sitting down) cost of $1700 including calibration.

The GM explained the Safelite, because windshields IS their business, probably has a distribution channel other that the one the dealer has from Ford. This makes sense.

If I fell this becomes a safety issue, they will get me a loaner or rental.

Funny thing, yesterday with all the driving I did, the crack did not enlarge. Today it is a bit over 1/2 inch longer. Car was sitting out in some sunny 50 degree weather today.

I am very happy with the car and my dealer. Not so much with Ford, if they can't tell when a part will ship, something wrong with their inventory system.

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