Ford refusing to warranty stress crack in panoramic roof

[dsafian]

About a month and half ago I was turning around in an area next to highway, the road was slightly off-camber. I've heard creaks before when going out of driveways etc in the roof, but this time I heard a noticeable pop. When I arrived at my destination, I inspected the panoramic roof and noticed a curved crack that ran from the passenger side to the center of the glass. I couldn't get my service advisor to call me back and ended up going into the dealership a week and half later. The crack had grown and splintered since the initial crack. The service mgr took some photos and sent them to someone at Ford who said there was an impact - there was 100% no impact. I spoke with a John Lazo at Ford on the BEV team that arranged for me to bring it to another dealership. He explained that it was a dealership decision to warranty the damage, and that perhaps another dealership would honor it. This was confusing to me as - the second dealership sent their photos to what I understood to be a Field service rep as well - and they said the same thing - that the damage was due to impact.

Has anyone had a stress crack that was covered under warranty, and do you have photos of the damage - I'm finding it really hard that some field tech can make the call without seeing the damage - no impact point - and Ford can refuse to honor the warranty repair.

*Especially since there is a current recall on this roof for poor
manufacturing / installation.

Well, I get they CAN say this, but I do know there was no impact. Any beta would be much appreciated. (tia)

UPDATED: PICS POSTED!

I've posted 2 pix of the cracked roof, this initially happened on July 14th, the cracks have continued to expand, and grow since. These pics were taken today August 24th.

I've also uploaded pix from when I first got the car in April '21 detailing issues with the roof misalignment.

Sponsored

 

[tuminatr]

Can you post some pictures

 

[Maquis]

Mine cracked about 4 months after I got the car. I was in Texas parked in the hot sun on a 100F day. Came out to the car and it was cracked.
My dealer also had to send pictures to Ford, but warranty was approved. He said they look for signs of impact. Mine had 2 different cracks, so there’s no way it could be impact. My picture isn’t very good.

 

[Maquis]

Here’s the other crack.

 

[dsafian]

Here’s the other crack.

Thank you - mine had two cracks that have become many. I wished I would have taken photos on the day it happened, but I did not.

 

[dsafian]

Can you post some pictures

I have to take pix, I will try to do so later when the light is better.

 

[Logal727]

Never heard of the dealership approving the warranty, always been told they gotta make sure Ford will pay for it, what a joke

 

[Maquis]

Thank you - mine had two cracks that have become many. I wished I would have taken photos on the day it happened, but I did not.

I think one of the key factors in my case was that there were two distinct cracks that didn’t intersect. No way a single impact could have caused it.

It took 2 months to get the glass and there was no further progression from the original size of the cracks.

 

[generaltso]

Stress cracks in the windshield are only covered for 1 year. Not sure if that also applies to the roof glass.

 

[RickMachE]

When we got our Mach-E in 2021, I immediately verified with my insurance company that our zero glass deductible applied to all glass including the roof, and this is why.

 

[cjljr41]

This happened a few weeks after getting my car. It was covered under warranty.

 

[Guss-E 2021]

It's been a while since I've had to deal with auto glass (of any kind) but I think (like @RickMachE suggested) auto insurance might cover it.

 

[generaltso]

It's been a while since I've had to deal with auto glass (of any kind) but I think (like @RickMachE suggested) auto insurance might cover it.

Auto insurance will definitely cover it, but zero deductible glass coverage isn’t offered in all states.

 

[Mach1E]

Stress cracks in the windshield are only covered for 1 year. Not sure if that also applies to the roof glass.

This may explain it.

Also, the issue with the OP’s story is that it happened while driving on an uneven road.

That’s kinda like bending the rim of your car when you hit a pothole. NOT a warranty item but a car insurance thing.

Very different than people whose roofs cracked while sitting still in the first year of ownership. Hard to blame manufacturer defect a few years later.

 

[Ford Motor Company]

About a month and half ago I was turning around in an area next to highway, the road was slightly off-camber. I've heard creaks before when going out of driveways etc in the roof, but this time I heard a noticeable pop. When I arrived at my destination, I inspected the panoramic roof and noticed a curved crack that ran from the passenger side to the center of the glass. I couldn't get my service advisor to call me back and ended up going into the dealership a week and half later. The crack had grown and splintered since the initial crack. The service mgr took some photos and sent them to someone at Ford who said there was an impact - there was 100% no impact. I spoke with a John Lazo at Ford on the BEV team that arranged for me to bring it to another dealership. He explained that it was a dealership decision to warranty the damage, and that perhaps another dealership would honor it. This was confusing to me as - the second dealership sent their photos to what I understood to be a Field service rep as well - and they said the same thing - that the damage was due to impact.

Has anyone had a stress crack that was covered under warranty, and do you have photos of the damage - I'm finding it really hard that some field tech can make the call without seeing the damage - no impact point - and Ford can refuse to honor the warranty repair.

Well, I get they CAN say this, but I do know there was no impact. Any beta would be much appreciated. (tia)

Hi there, I'd be happy to look into your Mach-E concerns on my end. Will you send us a message with your VIN and dealership info? I can look into things on my end.

Sponsored