Fair Trading Warns Ford Over Warranty Issue

[f-wolf]

http://www.carsales.com.au/news/2009/commercial/ford/falcon-ute/fair-trading-warns-ford-over-warranty-issue-17631

Tuesday, 8 December 2009

Fair Trading warns Ford over warranty issue

Falcon ute lid complaint an open and shut case

The fineprint on Ford's new-car warranty has come under scrutiny after the NSW Department of Fair Trading last week ordered Ford Australia to fix a problem that the maker claims was not its responsibility.

A disclaimer appearing on Ford's website says about its genuine Falcon ute hard lids: "This accessory is a Supplier Branded Accessory and is not manufactured or warranted by Ford. The warranty is provided by the manufacturer of the accessory. Contact your authorised Ford Dealer for details of the manufacturer's warranty applicable to this accessory."

But the Department of Fair Trading agreed with the customer that the Ford ute accessory (which appears on Ford's website and in Falcon ute brochures) gives the ordinary person the impression that it is a Ford-endorsed product and therefore covered under a Ford warranty.

The customer also says he was not informed by the Ford dealer of the shorter warranty period of the hard lid when he bought the ute brand new.

The Department of Fair Trading ruled that as a factory-endorsed accessory the hard cover should have the same warranty as the rest of the car -- three years or 100,000km, whichever comes first. Not just one year's coverage by a third party supplier, as suggested by Ford.

In the complaint from a Sydney-based Falcon ute owner, the Department of Fair Trading also ruled that the customer could have his vehicle fixed at any Ford dealership, not only the one where he bought the vehicle.

Ford has agreed to fix the customer's faulty hard lid but insisted this was at its "discretion".

"Ford said that under exceptional circumstances they will permit the vehicle being taken to another dealer to have it fixed," the customer, Sydney tradesman Andrew Sholkie told the Carsales Network. "[Ford] have said that it is not available to every customer but the option is there at Ford's discretion and they have agreed that I can take my ute to any dealer to have the cover fixed.

"I am happy that Ford have come to the party but I am not happy that they can choose who is worthy of that choice. I am now taking Ford to the Consumer Tribunal because it was not disclosed at time of purchase that the cover was not covered by Ford warranty.

"I was also told that any aftermarket product that Ford fits to the vehicle must be covered by the full three year warranty offered by Ford -- not just the 12 month warranty given by the manufacturer of that product."

The manufacturer of the hard lid is Brisbane based supplier EGR, which also supplies the Expensive Daewoo ute hard lid. Interestingly, there is no 12-month restriction on the warranty on the Expensive Daewoo website and a check with Expensive Daewoo dealers revealed that Expensive Daewoo ute hard lids are covered by a three-year warranty.

The Carsales Network has been told that there is no difference in the quality or the manufacturing process of the Expensive Daewoo and Ford ute hard lids, but Ford has chosen the warranty coverage to fall under EGR's responsibility.

"I think Ford is just having a lend of some people, it's ridiculous," the customer said. "How many other people out there got the run-around? You do the right thing and buy the genuine accessory and then Ford tries to say it's only got a 12-month warranty. Well what's the advantage of buying a genuine Ford one? There isn't. I wouldn't have bought a Ford hard lid if I knew it only had 12 months warranty on it."

The initial fault was a broken lock on the hard lid. But a dispute between two Sydney dealerships -- the dealership nearest to his work and the other dealership, where he bought the vehicle -- as to who should fix the lock prompted the customer to take his case to the Department of Fair Trading, and this process uncovered the fineprint in Ford's warranty.

The Carsales Network contacted Ford Australia for a comment on this story and is still waiting to hear whether Ford will change the warranty coverage of the Ute hard lids it endorses.

[ZAP]

This is a landmark decision as it would apply to ALL dealer/factory fitted accessories.

I was also told by a dealer that when I bought window tint, towbar/bullbar they were covered by the 3 year new car warranty.

I guess at the time it was BS, but it is good news that this is the case.

[xtremerus]

Would this ruling also apply to batteries and tyres?? Bet it won't.

[GMH8R]

A ford dealership in Mt Isa where I bought my fg ute from said the hardlid wasn't thier problem after 1 months ownership.

[zeus30167]

Guys,

I am the owner of the ute as described in the Fair Trading story above, the ute has been fixed and I have been told that because when I bought the ute it was not written on my invoice that the cover was not covered by a three warranty it is deemed to have the full three year warranty. This information was given to me by Fair Trading and they are willing to back me everytime the cover breaks, however because the cover has broken three times now they have said that next time I can complain that it is not of merchanable quality and Fair Trading will take the matter further on my behalf. Ford have been good since my complaint was made they have picked the vehicle up from me and given me a loan car. But I think the moral of the story is buyer beware ensure that everything is in writing and warranty is fully explained on all products fitted to the vehicle at time of purchase.

[hypnodoc]

Ford Australia have turned to complete crap. In this day and age you shouldn't have to fork out between 30 and 90 k and hope like hell your not going to get a lemon, and that's what you get now when you buy a Ford.

Good on you for pushing it mate. With their disregard for any after sales service and the continual low build quality the comes out of Ford and FPV they deserve their inability to be able to get the FG sales in front of the Commode.

Once they have your dosh beyond lip service they don't care and even if they appear to they have close on zero ability to do anything beyond an oil change properly (and that's only sometimes)in their workshops that charge more than double of anyone else. Once Polites and Flinty were gone any hope for Ford as a company able to build a quality car and back it up left with them.

I(my company)had a fleet of Fords 11 once, as the leases run up they are becoming Toyotas. As horrible as it may sound, they may as well cease building Aus Falcons because they sure are not getting any better, same crap faults follow on from model to model and the build quality is akin to what you'd expect from TATA.

Maybe that's why Ford sold Jaguar to them

[tab]

Valid points Doc, but I hope you have better luck with Toymota than the majority.

[hypnodoc]

Mate I wouldn't drive one (Toyota) myself but they are only rep runner Corollas and Altivas and employees tend to be happy with whatever they get if its a new car and fuel. I have to admit the Focus's have in the fleet have been great cars but Carolla's are not exactly un reliable.

After the run around I've had with my R Spec I won't give any more money to Ford, once they have your cash they don't give a toss. If they had have had the brains and the mechanical capabilities to sort my Lemon out they would have got 11 exrta orders this year.

Ford Aus appears to have next to zero corporate morality any more, the topic of this post proves it. Screw the customer whenever possible and then endlessly stuff them about if they happen to get an all to frequent lemon Falcon. The upside is that if they stop producing Falcons in Aus which is quite on the cards, then the FPVs may in years to come hold some value.

[tab]

...then the FPVs may in years to come hold some value.

...unless they have all fallen apart by then Sorry.

Like I said, all valid points and can totally understand why. It's bloody disgraceful.

[AIM-300]

Would this ruling also apply to batteries and tyres?? Bet it won't.

of course not, batteries and tyres are consumables... its 2 completely different things