Not the best start to ownership [moonroof]

[BritNowInOhio]

So I picked up my Eruption Green Big Bend about six weeks ago and I’ve been delighted with it.
Except that the moonroof broke and stuck open. I eventually got it closed, bit by bit, but then it was stuck closed with the sunshade stuck open.

However, whilst I’m obviously very disappointed with this, my main source of ire has been with the dealer response. Coming up to two weeks that they’ve had the car and with seemingly little to no progress. Just a series of fobbing offs about the tech trying different reinitialisation techniques.
So, two out of six weeks of having the car, I’ve not actually had the car.

A bit of a kick in the teeth since I waited a little longer to get this one because of the moonroof and I passed on an EG OB with the Black Diamond pack (those gorgeous wheels) because it didn’t have the roof.
Hindsight is 20/20, I guess.

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[Mark S.]

Yet another otherwise happy customer soured by Ford's maintenance network. I sure hope someone at Ford is listening...

 

[BritNowInOhio]

19 cars over 27 years and 11 of them have been Fords. Though, as my username reveals, I’m not originally from the USA so all but 2 of those Fords were European.

I’m definitely not soured on Ford but on this particular dealer, you bet.

 

[Bucko]

Yet another otherwise happy customer soured by Ford's maintenance network. I sure hope someone at Ford is listening...

Hear, hear...

 

[PaulOinMA]

Ordered my wife's BL and my FE without them. Didn't want $1,600 option I never use on a $40k Escape. We're both glad we don't have them.

Large moonroofs like on the Escape also add weight in the worst place. Like driving around with somebody on the roof.

 

[BourbonRunner]

Yet another otherwise happy customer soured by Ford's maintenance network. I sure hope someone at Ford is listening...

QFT. @Ford Motor Company needs to get better with its dealer experience overall.

 

[gatornek]

whilst I’m obviously

Though, as my username reveals, I’m not originally from the USA

I honestly picked up on it before I saw your username.


Sorry to hear about your moonroof. It's strange. I honestly haven't heard of a sunroof or moonroof being garbage from factory in a LONG TIME. It used to be commonplace twenty years ago, where as some have said, you wanted to avoid the option because it was just an extra thing that would break. But haven't seen one be a problem that wasn't from user neglect in a while.

 

[Ford Motor Company]

So I picked up my Eruption Green Big Bend about six weeks ago and I’ve been delighted with it.
Except that the moonroof broke and stuck open. I eventually got it closed, bit by bit, but then it was stuck closed with the sunshade stuck open.

However, whilst I’m obviously very disappointed with this, my main source of ire has been with the dealer response. Coming up to two weeks that they’ve had the car and with seemingly little to no progress. Just a series of fobbing offs about the tech trying different reinitialisation techniques.
So, two out of six weeks of having the car, I’ve not actually had the car.

A bit of a kick in the teeth since I waited a little longer to get this one because of the moonroof and I passed on an EG OB with the Black Diamond pack (those gorgeous wheels) because it didn’t have the roof.
Hindsight is 20/20, I guess.

Good morning. Would you please send over a private message with your VIN and dealer info so I can look into this moonroof concern on my end?

 

[BritNowInOhio]

Done, thank you.

 

[BritNowInOhio]

Ordered my wife's BL and my FE without them. Didn't want $1,600 option I never use on a $40k Escape. We're both glad we don't have them.

Large moonroofs like on the Escape also add weight in the worst place. Like driving around with somebody on the roof.

I had a convertible before moving to the States and I adored it. Convertible options here that aren’t RWD are limited (a RWD car wouldn’t get up our driveway in the winter), so a sunroof is the next best thing to a ragtop.

 

[sajohnson]

So I picked up my Eruption Green Big Bend about six weeks ago and I’ve been delighted with it.
Except that the moonroof broke and stuck open. I eventually got it closed, bit by bit, but then it was stuck closed with the sunshade stuck open.

However, whilst I’m obviously very disappointed with this, my main source of ire has been with the dealer response. Coming up to two weeks that they’ve had the car and with seemingly little to no progress. Just a series of fobbing offs about the tech trying different reinitialisation techniques.
So, two out of six weeks of having the car, I’ve not actually had the car.

A bit of a kick in the teeth since I waited a little longer to get this one because of the moonroof and I passed on an EG OB with the Black Diamond pack (those gorgeous wheels) because it didn’t have the roof.
Hindsight is 20/20, I guess.

While there are obviously delays that are beyond the dealer's control, if it was SOP for dealers to provide a loaner car, that would give them some incentive to get vehicles repaired ASAP.

In addition, it is the right thing to do. There is at least an implied contract between the buyer and the mfr -- the buyer promises to pay the mfr tens of thousands of dollars, and in return, the mfr agrees to provide a reasonably reliable vehicle. Of course not every car is trouble-free, most people understand that. Being given a loaner goes a long way toward easing any aggravation.

Some dealers do give customers a loaner -- at least for warranty work -- but for those that do not, they have no reason to be in a hurry to get the vehicle back to the owner, especially when it is warranty work (often lower priority).

In this case the delay may be legit, or it may be that the dealer has a lot of customer paid (more $$) work that keeps bumping the sunroof repair back.

 

[DWG]

I would not be happy about the lack of progress from the dealer. I would start by calling Ford Customer Service and opening up a case file and give the case number to the dealer. I would also have a conversation with the dealer regarding what have they done to try and fix the problem and have they contacted Ford engineering for assistance to get the moon roof fixed. They may have done this already (or not). Ford may have some insight from customers across the country with a similar issue and maybe a fix if they have seen the issue previously.

 

[PaulOinMA]

I had a convertible before moving to the States and I adored it.

My wife is an Anglophile. My wife has an '04 TT roadster and '66 Moke. Need to put the battery back in the Moke and get it inspected. Picture in the "what else you drive" thread.

Never should have sold my '66 Cooper 970S.

 

[BritNowInOhio]

While there are obviously delays that are beyond the dealer's control, if it was SOP for dealers to provide a loaner car, that would give them some incentive to get vehicles repaired ASAP.

In addition, it is the right thing to do. There is at least an implied contract between the buyer and the mfr -- the buyer promises to pay the mfr tens of thousands of dollars, and in return, the mfr agrees to provide a reasonably reliable vehicle. Of course not every car is trouble-free, most people understand that. Being given a loaner goes a long way toward easing any aggravation.

Some dealers do give customers a loaner -- at least for warranty work -- but for those that do not, they have no reason to be in a hurry to get the vehicle back to the owner, especially when it is warranty work (often lower priority).

In this case the delay may be legit, or it may be that the dealer has a lot of customer paid (more $$) work that keeps bumping the sunroof repair back.

I hadn’t made this clear, but to confirm the dealership did give me a rental while all this is going on. It’s an Edge which is bigger than I need and has already almost led to an “Austin Powers-corridor” moment at the top of our drive.
Seriously, I would have much, much rather had an EcoSport instead of an Edge.

 

[sajohnson]

I hadn’t made this clear, but to confirm the dealership did give me a rental while all this is going on. It’s an Edge which is bigger than I need and has already almost led to an “Austin Powers-corridor” moment at the top of our drive.
Seriously, I would have much, much rather had an EcoSport instead of an Edge.

I'm glad to hear you got a loaner, even though it is not the model you would have preferred.

Years ago, when I bought my 2002 WRX (same dealer we bought the BS BL from) it had several recalls (unusual for Subaru). They did give us a loaner each time (IIRC) but on one occasion it was a full-size, crew cab, 4x4 Dodge 2500 pickup truck with an 8 foot bed. I had to help my wife get into it! She loved it because of the ride height, I hated it because it was so damn big -- but at least it was something to drive. We exchanged it for something else after a few days.

Ideally, loaner vehicles would be standard.

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