Windshield nightmare

John_C

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Today my windshield was badly damaged outside Monterey, CA, by a rock kicked up from a truck ahead of me. Fifty miles and an hour later down the road a crack had spread from the bottom left corner of the windshield to the middle of the steering wheel.

That's when my nightmare trying to get anything done with Ford's support began. And the nightmare is ongoing.

1. My local dealer (Towne Ford, Redwood City CA) says it has outsourced all glass work to a local company (Performance Auto Glass). Performance Auto Glass turns out to be one overworked guy who actually hung up on me when I started to explain that I was on the road.

2. Safelite Solutions, the outsourced provider from my insurance company (USAA) doesn't have the part in stock and can't say when it will get one from Ford.

3. Ford "chat" simply said it could only escalate the problem to the Service Manager at Towne Ford. See point 1 above. Feels like a doom loop.

4. Ford road assistance is outsourced to a third party that says it can't replace a damaged windshield and that I should see my dealer.

5. Nearest dealer where I'm headed (Manhattan Beach CA) has outsourced all glass work to ... Safelite Solutions. See point 2 above.

I'm completely frustrated. Anyone have a concrete idea about how I can get the windshield replaced with a genuine Ford part? Windshield seems pretty integral to the camera / software functions of the car ...
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BMT1071

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Today my windshield was badly damaged outside Monterey, CA, by a rock kicked up from a truck ahead of me. Fifty miles and an hour later down the road a crack had spread from the bottom left corner of the windshield to the middle of the steering wheel.

That's when my nightmare trying to get anything done with Ford's support began. And the nightmare is ongoing.

1. My local dealer (Towne Ford, Redwood City CA) says it has outsourced all glass work to a local company (Performance Auto Glass). Performance Auto Glass turns out to be one overworked guy who actually hung up on me when I started to explain that I was on the road.

2. Safelite Solutions, the outsourced provider from my insurance company (USAA) doesn't have the part in stock and can't say when it will get one from Ford.

3. Ford "chat" simply said it could only escalate the problem to the Service Manager at Towne Ford. See point 1 above. Feels like a doom loop.

4. Ford road assistance is outsourced to a third party that says it can't replace a damaged windshield and that I should see my dealer.

5. Nearest dealer where I'm headed (Manhattan Beach CA) has outsourced all glass work to ... Safelite Solutions. See point 2 above.

I'm completely frustrated. Anyone have a concrete idea about how I can get the windshield replaced with a genuine Ford part? Windshield seems pretty integral to the camera / software functions of the car ...
Satellite is likely your best bet.
 
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John_C

John_C

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Satellite is likely your best bet.
Thanks @BMT1071 Can you say more about why that's the case? So far Safelite hasn't been able to do anything for me ...
 

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You might also check with any other Ford dealers in your area, and other third party glass companies. But either way, expect to be told that they need to order and receive the part before they can install it.
 

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You are going to have to wait for the part to get in stock with Safelite. A year ago, it took me 5 months to get the special windshield for my Audi. Yes I drove broken glass for 5 months! I can't even imagine what the wait is like now.
 


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@SnBGC, can you provide any insight on the windshield timeline you experienced?
 

BMT1071

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Thanks @BMT1071 Can you say more about why that's the case? So far Safelite hasn't been able to do anything for me ...
The actual replacement will almost certainly be sublet to a 3rd party if you go through a dealer, as you've already found out. Safelite will handle the whole process from beginning to end, they work directly with your insurance company, and other forum members have posted that their windshields came in quicker than expected. YMMV.
 
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John_C

John_C

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You are going to have to wait for the part to get in stock with Safelite. A year ago, it took me 5 months to get the special windshield for my Audi. Yes I drove broken glass for 5 months! I can't even imagine what the wait is like now.
Unfortunately it's illegal in California to drive with any kind of a crack in your windshield -- front or back. It's a citation at a minimum. I don't really want that on my driving record ...
 

deadduck

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The odds of getting cited are pretty slim. Maybe just wait awhile to put your "honk if you hate pigs" bumper sticker on the car.

And you don't want the dealer doing this work anyway. Sucks though, one more thing to consider about these cars.
 

ARK

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The odds of getting cited are pretty slim. Maybe just wait awhile to put your "honk if you hate pigs" bumper sticker on the car.

And you don't want the dealer doing this work anyway. Sucks though, one more thing to consider about these cars.
I agree, I bet most cops haven’t even seen a Mach-E yet, and I would think the general public is aware of the craziness going on in the car business. No cop will cite OP because his windshield cracked on a road trip especially when no dealer is in a position to immediately help him.
 

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Today my windshield was badly damaged outside Monterey, CA, by a rock kicked up from a truck ahead of me. Fifty miles and an hour later down the road a crack had spread from the bottom left corner of the windshield to the middle of the steering wheel.

That's when my nightmare trying to get anything done with Ford's support began. And the nightmare is ongoing.

1. My local dealer (Towne Ford, Redwood City CA) says it has outsourced all glass work to a local company (Performance Auto Glass). Performance Auto Glass turns out to be one overworked guy who actually hung up on me when I started to explain that I was on the road.

2. Safelite Solutions, the outsourced provider from my insurance company (USAA) doesn't have the part in stock and can't say when it will get one from Ford.

3. Ford "chat" simply said it could only escalate the problem to the Service Manager at Towne Ford. See point 1 above. Feels like a doom loop.

4. Ford road assistance is outsourced to a third party that says it can't replace a damaged windshield and that I should see my dealer.

5. Nearest dealer where I'm headed (Manhattan Beach CA) has outsourced all glass work to ... Safelite Solutions. See point 2 above.

I'm completely frustrated. Anyone have a concrete idea about how I can get the windshield replaced with a genuine Ford part? Windshield seems pretty integral to the camera / software functions of the car ...
If you are headed to LA check out Galpin and Sunrise Ford. I think they are among the largest dealers in the city and I feel like if any of them will be able to immediately deal with this, it will be them.
 

Cherlin

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Today my windshield was badly damaged outside Monterey, CA, by a rock kicked up from a truck ahead of me. Fifty miles and an hour later down the road a crack had spread from the bottom left corner of the windshield to the middle of the steering wheel.

That's when my nightmare trying to get anything done with Ford's support began. And the nightmare is ongoing.

1. My local dealer (Towne Ford, Redwood City CA) says it has outsourced all glass work to a local company (Performance Auto Glass). Performance Auto Glass turns out to be one overworked guy who actually hung up on me when I started to explain that I was on the road.

2. Safelite Solutions, the outsourced provider from my insurance company (USAA) doesn't have the part in stock and can't say when it will get one from Ford.

3. Ford "chat" simply said it could only escalate the problem to the Service Manager at Towne Ford. See point 1 above. Feels like a doom loop.

4. Ford road assistance is outsourced to a third party that says it can't replace a damaged windshield and that I should see my dealer.

5. Nearest dealer where I'm headed (Manhattan Beach CA) has outsourced all glass work to ... Safelite Solutions. See point 2 above.

I'm completely frustrated. Anyone have a concrete idea about how I can get the windshield replaced with a genuine Ford part? Windshield seems pretty integral to the camera / software functions of the car ...
I had to replace my windshield in San Jose, called the dealership and just decided to go through insurance (safelite). Took them 10 days to get the part and 2 hours to install and recalibrate. Really not a big deal at all..

No manufacturers do their own glad works it's always contracted out, and on a brand new vehicle model spare parts are going to be a little harder to get hence the wait.
 

Cherlin

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Unfortunately it's illegal in California to drive with any kind of a crack in your windshield -- front or back. It's a citation at a minimum. I don't really want that on my driving record ...
It's a fix it ticket, nothing goes on your record...
 

KCole21

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Today my windshield was badly damaged outside Monterey, CA, by a rock kicked up from a truck ahead of me. Fifty miles and an hour later down the road a crack had spread from the bottom left corner of the windshield to the middle of the steering wheel.

That's when my nightmare trying to get anything done with Ford's support began. And the nightmare is ongoing.

1. My local dealer (Towne Ford, Redwood City CA) says it has outsourced all glass work to a local company (Performance Auto Glass). Performance Auto Glass turns out to be one overworked guy who actually hung up on me when I started to explain that I was on the road.

2. Safelite Solutions, the outsourced provider from my insurance company (USAA) doesn't have the part in stock and can't say when it will get one from Ford.

3. Ford "chat" simply said it could only escalate the problem to the Service Manager at Towne Ford. See point 1 above. Feels like a doom loop.

4. Ford road assistance is outsourced to a third party that says it can't replace a damaged windshield and that I should see my dealer.

5. Nearest dealer where I'm headed (Manhattan Beach CA) has outsourced all glass work to ... Safelite Solutions. See point 2 above.

I'm completely frustrated. Anyone have a concrete idea about how I can get the windshield replaced with a genuine Ford part? Windshield seems pretty integral to the camera / software functions of the car ...
https://www.macheforum.com/site/threads/this-hurt.5894/

I had this exact same problem at the beginning of May. I was afraid it would take forever to get it fixed since the part was not in, but it took 6 days total from crack to repair.

First if you have USAA go through them and pay your comprehensible deductible if it’s less than $1200. I submitted a claim through them which led me to SafeLite. I wasn’t feeling using them at first so I contacted my local Ford. They said the same thing that they put source their window repairs and it would take two weeks to get the windshield. I decided to just use SafeLite and USAA.

I selected the SafeLite in Sun Valley, CA. They didn’t have the part in but they were able to get a replacement windshield in within 4 days of placing the order. They then allowed me to move up my appointment to get it repaired two days earlier if I just dropped my car off. Overall I was happy using USAA and SafeLite. Good luck with this as I know it’s frustrating.
 

Mach-E-Fan

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Typical supply chain issues with any new vehicle. Same experience with the Gen 4 Toyota Prius when it debuted in 2016. Several months waiting for replacement glass to make it into the supply chain. Nothing you can do about it.
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