Broken glass roof...

[circatee]

Honestly, over the past 4-6 months, things have been a little challenging at work, and thus it affects life somewhat, too.

The passenger side front grill wouldn't open/close properly. So, I had my local @Ford Motor Company dealer working on resolving it. Details are noted here: https://www.macheforum.com/site/threads/front-vent-damaged.45776/

Roll forward two weeks later, I go to collect my car from the Ford dealer in Kennesaw, Georgia. Are you ready for this? I walk up to the area where my car is sitting outside, and God said to me, give it the once over. Firstly, my car needs a wash, and after the dealer having it for almost 2+ weeks, they could have thrown some water on it. Alas, maybe a good thing they didn't. The GLASS ROOF WAS BROKEN. The Ford dealer broke it, and tried to have me pick it up without telling me.

I am just going to leave this right here. To say I am livid, is an understatement, and now I am without my car for another 7+ days.

Car: MachE GTPE '23

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[circatee]

To add, when I went to pick up my car, and I finally got to speak with the agent in question, he stated, "Oh, I forgot to tell you the glass roof was broken".

During my phone call with the agent asking for a status update, he was hesitant to tell me my car was ready for pickup. He kept telling me I had to go to the collision centre to pick up my car, versus the usual "We're happy to let you know your car is ready", etcetera etcetera.

Had he told me, I would have merely said keep it till you/Ford fix it.

Oh, wait, there's more. The agent asked me to file with MY insurance for the glass roof damage. Yeah, I am still laughing at that one. I simply stated that is not happening...

 

[Spacey]

To add, when I went to pick up my car, and I finally got to speak with the agent in question, he stated, "Oh, I forgot to tell you the glass roof was broken".

During my phone call with the agent asking for a status update, he was hesitant to tell me my car was ready for pickup. He kept telling me I had to go to the collision centre to pick up my car, versus the usual "We're happy to let you know your car is ready", etcetera etcetera.

Had he told me, I would have merely said keep it till you/Ford fix it.

Oh, wait, there's more. The agent asked me to file with MY insurance for the glass roof damage. Yeah, I am still laughing at that one. I simply stated that is not happening...

Sounds like a shining example of bungling incompetence from your dealer. I'd be hesitant to go there in the future, unless you have no other option of course. Hope the glass roof gets fixed (competently).

 

[Fremont Kid]

I usually do not provide constructive criticism to companies unless I know that I will benefit. I simply don't deal with that company again. In your case, if the dealer is the only reasonable option in your area, I recommend asking to speak to the general manager. Give them the opportunity to rebuild their relationship with you. You could determine next steps based on the response, i.e. embrace or divorce. Long term, if you split with the dealership, there is no additional negative consequence. If they rebuild the relationship with you, the future should be positive.

All the best.

 

[Jack Roberts]

Honestly, over the past 4-6 months, things have been a little challenging at work, and thus it affects life somewhat, too.

The passenger side front grill wouldn't open/close properly. So, I had my local @Ford Motor Company dealer working on resolving it. Details are noted here: https://www.macheforum.com/site/threads/front-vent-damaged.45776/

Roll forward two weeks later, I go to collect my car from the Ford dealer in Kennesaw, Georgia. Are you ready for this? I walk up to the area where my car is sitting outside, and God said to me, give it the once over. Firstly, my car needs a wash, and after the dealer having it for almost 2+ weeks, they could have thrown some water on it. Alas, maybe a good thing they didn't. The GLASS ROOF WAS BROKEN. The Ford dealer broke it, and tried to have me pick it up without telling me.

I am just going to leave this right here. To say I am livid, is an understatement, and now I am without my car for another 7+ days.

Car: MachE GTPE '23

What dealership?

 

[MetalCord]

I would definitely want to know how the roof broke. Did someone carelessly drop a tool from a height? Did the car slip off a lift and twist enough to stress the roof... suggesting other damage?

 

[stoopid]

People think I'm stoopid for avoiding moon/panoramic roofs. One less thing I don't need, want, or that can break. Enjoy being smarter than me, people.

 

[circatee]

I would definitely want to know how the roof broke. Did someone carelessly drop a tool from a height? Did the car slip off a lift and twist enough to stress the roof... suggesting other damage?

Honestly, I have been trying to gain that information. Ford are simply not sharing what happened.

To add, they even mentioned the share volume of cameras there. So, how on earth do they not know what happened? UGH!

 

[stoopid]

Call and make an appointment to speak with the GM of the dealership. If that doesn't magically generate video footage and phone calls with details, they're covering something up. Then I would be concerned and maybe even looking at legal means of compelling them to answer questions, possibly under oath/being deposed. The concern for the greater well being of the vehicle is 100% valid.

 

[circatee]

Call and make an appointment to speak with the GM of the dealership. If that doesn't magically generate video footage and phone calls with details, they're covering something up. Then I would be concerned and maybe even looking at legal means of compelling them to answer questions, possibly under oath/being deposed. The concern for the greater well being of the vehicle is 100% valid.

During my next visit to the dealership, I'll speak with the GM.

Yesterday, I emailed the Service Manager, asking about video footage and such. He phoned me today, and basically read me the riot act, and in no uncertain terms made it all my fault. I let him vent for a few minutes, and simply asked when I would get my car back. Sounds like it will be another week, thus they'd have it a month! Alas. I will address the Service Manager's tone and attitude in-person, when my car is ready for pickup...

 

[stoopid]

During my next visit to the dealership, I'll speak with the GM.

Yesterday, I emailed the Service Manager, asking about video footage and such. He phoned me today, and basically read me the riot act, and in no uncertain terms made it all my fault. I let him vent for a few minutes, and simply asked when I would get my car back. Sounds like it will be another week, thus they'd have it a month! Alas. I will address the Service Manager's tone and attitude in-person, when my car is ready for pickup...

How were you responsible for a broken moonroof that got broken while it was in their possession? That whole conversation sounds like someone begging to lose their job.

 

[Kamuelaflyer]

Call Ford’s BEV team and let them know what is going on. They can’t directly make the dealer make amends but they can, and have, made things uncomfortable for dealers.

 

[stoopid]

I had a service advisor with Buick (a few cars ago) suggest the transmission error that I was receiving was okay to drive on and to come back at the time of the appointment. I insisted on a rental due to it being 100+F middle of summer here in Vegas, getting stuck on the side of the road could literally be life/death and not worth it to me to save Buick a few dollars. They resisted and eventually caved after being forced to escalate to their manager. The transmission ended up having two separate issues, $2000 of warranty work taking 2 weeks. I told the service advisor when picking up the car 2 weeks later that there was certainly something wrong, they literally said nothing. Like, ignored me nothing. Point is -- there are aholes everywhere.

I left a scathing review on google maps. A couple months later the stealership was bought by one of the conglomerates, I'm sure Mr Charm was one of the first to go. Or not, maybe they celebrate aholes who save the company money at the owners expense and expense of the brand/dealership's reputation. I traded in the Buick a few weeks after this experience, and are defintiely on my "never again" list. It was my 6th new GM car in a row, too.

Keep up the good fight, I have to believe honesty and decency still have a chance with the human race. But maybe I'm just a naive fool.

 

[circatee]

Update 13th June 2025:
Glass for the roof is on backorder. The local Ford dealership have no idea when it will be available. So, my MachE GTPE, sits at the dealership until who knows when...

 

[circatee]

Update 20th June 2025:
As per the local dealer, they have now been invoiced for the panoramic glass roof. Thus, they expect it to be delivered 'soon'. The installer is on 'standby'. Oh, okay ?

Honestly, don't most deliveries have tracking information now? Ugh.

So, I am not holding my breath, but, who knows, I might actually get my car back in 7 days, i.e., 7 weeks after I dropped it off... ?‍

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