TiggeRia
05-15-2010, 05:52 PM
I need to vent. I own a 2008 Mercury Mariner that I bought brand new. It is now three years old and has a little over 30,000 miles on it. Last year, I received a letter from Ford stating there was a potential problem with the stem valves, and some 2008 Mariners were problematic. They would check the problem free of charge once, and my stem valves were ok at the time.
Fast forward to this March. My parents, DBF, and I took a road trip (from NJ) to WDW. A week before leaving, I took my vehicle in and asked them to do an oil change and make sure the vehicle was in ok condition to make the drive to and from Florida. I was given two thumbs up, and merrily went on my way. Day 2 of our drive, an hour outside of Orlando, we got a signal saying that there was a loss of tire pressure in the front driver's side tire. Didn't think too much of it. DBF and I changed the tire, and we all made our way to Walmart, who graciously fixed the tire for free. It was a bad stem valve. I didn't think too much of it.
We spend the week at WDW, and DBF and I fly home while my parents drive after spending a few days at my brothers. They had a flat tire (front passenger) in Alabama, and for some reason my mom didn't get a receipt from the repair shop. It was the stem valve again, however he only charged $10 to fix it. Going through Atlanta, they start to rapidly lose air pressure and have to pull over and use the air pump to fill the tire until they can get to a repair place (6 PM Sunday evening...). They found a Firestone open who fixed the valve, and checked the last tire, where the stem valve just snapped off. The cost to repair the last 2 tires was $50, and this time she remembered the receipt.
After they arrived home, I contacted my dealer, who initially told me there was no problem with the stem valves. A few hours later they called back and said, that yes, there is a problem and I should bring in the receipt and they will submit it to Ford for reimbursement. I do that and six weeks passes with no word.
I contacted Ford customer service, who directed me back to the dealer. The service manager looked into the issue, called me back and said apparently Ford isn't offering a reimbursement for this particular "recall" because it's not technically a recall. He said that it isn't considered a safety issue, and that is why the stem valves just weren't automatically changed.
I argued that I asked them to check my car to make sure it was ok to make the trip, and the manager stated that they are specifically told by Ford not to check the stem valves unless I specifically ask them to do so. Apparently asking them to make sure my car was safe for a trip wasn't good enough. I would expect, that they would check all aspects of my vehicle when I ask them to, but that is not the case.
I have been in contact with Ford corporate customer service several times, to no avail. I have since filed complaint with the NTSB, because I do not see how this is not a safety issue.
Fast forward again to this week. I got notice a few weeks ago that there is currently a recall regarding transmission fluid leaking that needed to be repaired by August. In the last week, I have noticed fluid in my driveway (initially thought to be oil from DBF's car) and then my transmission began slipping. I called my dealer's service and the only date they had open was Friday. I dropped my car off Friday night and stayed with my parents so they could take me to work. I didn't hear from Ford by 3 PM Friday, so I called the dealer and they said that my car was indeed leaking fluid caused by the crack of something or other that was related to their recall. They wouldn't be able to repair it until at least Monday, and that the car was not safe to drive.
I asked for a rental/loaner car because I need to get to and from work, and they replied that they don't have any and I should contact Ford corporate customer service. I spent an hour on the phone with them yesterday, speaking to several "supervisors" who all said basically that I was out of luck. It was not their policy to provide rentals when cars are in for repair.
I am out of a car for a minimum of four days because of a problem that is Ford's, not mine. I did not create the problem, they did. Is it too much to ask for a rental until they repair my vehicle? I am currently relying of friends and family to get me around over the next several days, but it is an inconvenience for them as well.
I was angry about the lack of reimbursement and lack of concern over the safety of the tires, and now I am doubly angry that Ford has left me completely carless, while they fix their problem. Their customer service seems to be absolutely appalling. Is there any type of recourse out there, or am I as they said out of luck???
Fast forward to this March. My parents, DBF, and I took a road trip (from NJ) to WDW. A week before leaving, I took my vehicle in and asked them to do an oil change and make sure the vehicle was in ok condition to make the drive to and from Florida. I was given two thumbs up, and merrily went on my way. Day 2 of our drive, an hour outside of Orlando, we got a signal saying that there was a loss of tire pressure in the front driver's side tire. Didn't think too much of it. DBF and I changed the tire, and we all made our way to Walmart, who graciously fixed the tire for free. It was a bad stem valve. I didn't think too much of it.
We spend the week at WDW, and DBF and I fly home while my parents drive after spending a few days at my brothers. They had a flat tire (front passenger) in Alabama, and for some reason my mom didn't get a receipt from the repair shop. It was the stem valve again, however he only charged $10 to fix it. Going through Atlanta, they start to rapidly lose air pressure and have to pull over and use the air pump to fill the tire until they can get to a repair place (6 PM Sunday evening...). They found a Firestone open who fixed the valve, and checked the last tire, where the stem valve just snapped off. The cost to repair the last 2 tires was $50, and this time she remembered the receipt.
After they arrived home, I contacted my dealer, who initially told me there was no problem with the stem valves. A few hours later they called back and said, that yes, there is a problem and I should bring in the receipt and they will submit it to Ford for reimbursement. I do that and six weeks passes with no word.
I contacted Ford customer service, who directed me back to the dealer. The service manager looked into the issue, called me back and said apparently Ford isn't offering a reimbursement for this particular "recall" because it's not technically a recall. He said that it isn't considered a safety issue, and that is why the stem valves just weren't automatically changed.
I argued that I asked them to check my car to make sure it was ok to make the trip, and the manager stated that they are specifically told by Ford not to check the stem valves unless I specifically ask them to do so. Apparently asking them to make sure my car was safe for a trip wasn't good enough. I would expect, that they would check all aspects of my vehicle when I ask them to, but that is not the case.
I have been in contact with Ford corporate customer service several times, to no avail. I have since filed complaint with the NTSB, because I do not see how this is not a safety issue.
Fast forward again to this week. I got notice a few weeks ago that there is currently a recall regarding transmission fluid leaking that needed to be repaired by August. In the last week, I have noticed fluid in my driveway (initially thought to be oil from DBF's car) and then my transmission began slipping. I called my dealer's service and the only date they had open was Friday. I dropped my car off Friday night and stayed with my parents so they could take me to work. I didn't hear from Ford by 3 PM Friday, so I called the dealer and they said that my car was indeed leaking fluid caused by the crack of something or other that was related to their recall. They wouldn't be able to repair it until at least Monday, and that the car was not safe to drive.
I asked for a rental/loaner car because I need to get to and from work, and they replied that they don't have any and I should contact Ford corporate customer service. I spent an hour on the phone with them yesterday, speaking to several "supervisors" who all said basically that I was out of luck. It was not their policy to provide rentals when cars are in for repair.
I am out of a car for a minimum of four days because of a problem that is Ford's, not mine. I did not create the problem, they did. Is it too much to ask for a rental until they repair my vehicle? I am currently relying of friends and family to get me around over the next several days, but it is an inconvenience for them as well.
I was angry about the lack of reimbursement and lack of concern over the safety of the tires, and now I am doubly angry that Ford has left me completely carless, while they fix their problem. Their customer service seems to be absolutely appalling. Is there any type of recourse out there, or am I as they said out of luck???