I took my '97 in for it's mandatory emission test last Feb. and the dealer told me the fuel tank straps had to be replaced as per the recall.

Here's most of the conversation between me and Ford of Canada (and the dealership):

Me: "But in 2010 I had the straps, tank, filler neck replaced because one of the straps had broke causing the filler neck to separate from the tank at the joint and a subsequent fuel leak. At least, this is what the technician told me. Am I going to be reimbursed for that $1,183.00 repair?".

Dealer: "Well, what we'll do is take a photocopy of the repair order, send it off to Ford and you should get a cheque in four to six weeks."

Me: "Excellent!! Thank you very much!"

Two months later I called Ford of Canada to inquire about the status of my claim.

Me: "Hello. I'm calling to see if I can find out the status of my claim regarding fuel tank repairs I had to have done because of broken straps. Specifically, I'd like to know if I'm going to be reimbursed for the full repair cost."

Ford Rep (after taking my name, the VIN number of my truck, the dealer's repair order number, etc.): "Ok, well let me see what I can find out and I'll call you back."

Me: "Thanks very much! I look forward to hearing from you soon."

A week later the Ford rep calls me back.

Ford Rep.: "Well, I see that the reimbursement cheque has been mailed out to the dealership."

Me: "Oh. Can you tell me what the amount is?"

Ford Rep.: "Yes, it's for $119.00."

Me: "HUH?! Why so low?!"

Ford Rep.: "Well sir, the official policy of Ford in refunding recall repairs paid for by the owner is to pay for the repairs specifically related to the recall, ie. the strap replacement."

Me: "So you're saying that even though the fuel tank repairs I had to have done were specifically related to the strap breaking, all you're going to reimburse me for is the replacement of the straps. That hardly seems fair."

Ford Rep.: "I'm sorry sir, but that IS Ford's official policy on the repair. Would you like to file a Customer Complaint Form, in the event more customers complain about this policy?"

Me: "Will it do any good?"

Ford Rep: "Well, if enough customers file official complaints, it might."

Me (sigh): "Ok then file one for me."

Ford Rep: "Very good sir, I will. Is there anything else I can assist you with?"

Me: "Now that you mention it, there is. I'm trying to obtain a copy of the original window sticker for my truck, for collector's sake. I haven't had any luck at all, though."

Ford Rep: "The original window stickers are removed by the dealership and no doubt tossed in the garbage. However, I can probably supply you with a copy of the original build sheet that lists all the options, etc. that were installed in your truck."

Me: "That would be great, and I'd certainly appreciate it!"

Ford Rep.: "Ok, sir. I'll get it out into the mail in the next few weeks."

Me: "Thanks very much!"

Ford Rep: "You're welcome. Have a nice day."

Me: "You too."

A week and a half ago the dealership called me to let me know the cheque had arrived from Ford. Would I like to have it mailed to me or would I be able to come in and pick it up? I said I'll come in and pick it up.

So...after all this rigamarole, a couple of conundrums:

One, I'll be in the market for a new truck soon, and after the behaviour of Chrysler and GM regarding the financial bail-outs they received from Canadian taxpayers (basically, give us money or we'll close our Canadian plants!) I refuse to buy any of their products and would like to go with another Ford. But the attitude regarding this reimbursement really, REALLY annoys me.

Secondly, I doubt very much I'll see a copy of that build sheet after filing an official complaint.

Your thoughts?

 

Where in canada?

And yes the bail outs are annoying. I find it even more so when they cry so hard, and then turn around and try and one-up other manufacturers.

Like, you got money to "not go bankrupt", not to all of a sudden start boasting huge numbers and trying to take over market share like crazy.