I'm sure they do. Or at least I'd hope so. But my point was that you don't get to negotiate a DSB finding. I wish ford had come to me before the DSB hearing and offered to do the right thing like they apparently did for you. That would help my customer satisfaction and probably give me more room to work a deal of some kind.

But the DSB findings are more black and white. You can't say "Well, I'll do the exchange but for no additional money and you have to throw in an extended warranty". The answer is you can do this or you can do that. No more, no less. Since the original poster, like me, has been forced to go the DSB route, he won't have ability to work a deal.

 

Maye that's true Jeb...
But I am of the ilk like my daughter...
she comes to me with a request and I say no... she goes to her mother...
be nice but firm and ask to speak to their manager... that's what worked for me...

in other words, if the person you're talking to does not have the authority to assist you, it's probably not the right person...

just my $.00002 - and what does it hurt to try ?

 

All I've been working with locally is the managers since getting my DSB results. They will do things like go ahead and get a dealer trade vehicle and let me drive it while the paperwork processes but they don't have much room. For example, one of the possible trades we were considering was about $800 less (no DVD) than our 03's MSRP. The local manager said we could put ford accessories on to bring it up to or above the MSRP. So he checked with Ford and they said NO WAY.

I just got off the phone with Ford Corp dispute dept a few minutes ago. I'd sent in my receipts last night expecting to get re-imbursed for them. Mud flaps, stars/stripes bug shield, fumoto valve and the Ford rear door cargo bins for an Excursion. They're rejecting them all since I can remove them. And there is NO appeals process, according to corporate ford. Looks like I'll have to contact the DSB again but I'd guess I just got screwed on that stuff. A lot of good that stuff does me as I'm not getting a new excursion.

If I'd done the exchange for a new Excursion, Ford would've transferred the stuff to my new truck for free. Another example of how the rules are tilted a little towards encouraging you to get an exchange rather than a refund.

The more I work through the process and see how corporate Ford treats customers, the happier I am that I'm getting the refund instead of an exchange.

 

And do u blame them for trying to get you into another Ford product?
Just makes common sense that they would...

Maybe u should consider the Lemon Laws then, Jeb....
In my state, it specifically states that upgrades have to be paid for or transferred - and NOT necessarily by you !!!
from this, it does seem the "rules" are applied differently ---- maybe I was just lucky with my case... or talked to the right person...
********
if they won't budge - pull the stuff and offer it for sale in the classified section here - especially the fumoto valve !!!
just let the oil run out :-)
**************
I got cash back for my upgrades that I had receipts for...
Actually wanted then to transfer some of them, but they gave me full retail and taxes for them... so I went and got new...

 

No, I totally expect them to want me to get another Ford. I'm just saying that the rules push you in that direction, too.

Unfortunately, it's too late to LL. I had that opportunity but I accepted the DSB finding and sent that in to the DSB. The wheels are in motion. Although I will check on that, too. The DSB finding can be used in a LL case so you'd think it'd be a slam, dunk.

I didn't find out about the non-refund until today. I'm going to re-read my DSB stuff when I get home, to be sure. I was also under the impression that they'd refund stuff with valid proof so I'm really surprised by this one. She said the only stuff they refund is for like spray in bed liners. If it can be taken off, they take it off and give it to you.

I will probably list it for sale somewhere if that's the way it goes down but that's pennies on the dollar when I was expecting full refunds for it.

 

Just a followup. I've been on vacation for the 4th week so lots of catching up to do. The DSB said I could still reject the decision and go LL. I called Ford telling them I may do that if I don't get at least some of my accessories paid for and am waiting to hear back from them on it.