Community Forums

charperry · 06-13-2018, 03:39 PM

We have just had a catastrophic transmission failure while flat towing our 2016 Lincoln MKX. Ford has refused to cover it under warranty. Has anyone else had a similar situation?

charperry · 06-13-2018, 05:17 PM

We had been on the road 5 3/4 hours on interstates mid 80's temperature with cruise on our Dutch Star set at 65mph. The transmission began smoking which subsequently melted the shroud under the transmission. There was transmission fluid everywhere.

MRUSA14 · 06-13-2018, 05:25 PM

Quote:

Originally Posted by charperry

We have just had a catastrophic transmission failure while flat towing our 2016 Lincoln MKX. Ford has refused to cover it under warranty. Has anyone else had a similar situation?

Did they say WHY they will not cover it under warranty?

lllkrob · 06-13-2018, 05:35 PM

Quote:

Originally Posted by charperry

We have just had a catastrophic transmission failure while flat towing our 2016 Lincoln MKX. Ford has refused to cover it under warranty. Has anyone else had a similar situation?

Who at "FORD" said they would not cover this repair? Was it someone at the dealership? Was it some one at FORD customer service? Was it the FORD District Service Manager?

Has the transmission been torn down and inspected by a FORD Technical Service Manager to determine the cause of failure?

Coarsegold · 06-13-2018, 05:55 PM

Is this a warranty item?

charperry · 06-13-2018, 06:17 PM

They said we must have done something wrong, either gone too long or gone too fast. We have not yet received the written denial, but we went up two levels of concierge service at Ford. They did not believe us.

charperry · 06-13-2018, 06:21 PM

To begin with it was the dealership who denied the coverage for the transmission. We went up two levels of service with Ford, but the final level person, not sure his title, said the dealership had the final say. This was not our dealer, but rather where we had it towed.

charperry · 06-13-2018, 06:22 PM

Yes, we have owned the vehicle less than two years and it has 13500 or so on the odometer.

charperry · 06-13-2018, 06:29 PM

Quote:

Originally Posted by lllkrob

Who at "FORD" said they would not cover this repair? Was it someone at the dealership? Was it some one at FORD customer service? Was it the FORD District Service Manager?

Has the transmission been torn down and inspected by a FORD Technical Service Manager to determine the cause of failure?

FORD decided against doing a root cause analysis, which we asked for.

Mr_D · 06-13-2018, 06:32 PM

By law they are required to prove the cause of the failure. But the problem is your vehicle will sit, unrepaired, while it goes through the court system.
Check out the Moss-Magnusson Act.

charperry · 06-13-2018, 06:32 PM

Quote:

Originally Posted by charperry

FORD decided against doing a root cause analysis, which we asked for.

We are in the process of having the vehicle towed back to Kansas where our local dealership will fix it. However, once the warranty has been denied it's denied, and our local dealer cannot do anything about changing that.

charperry · 06-13-2018, 06:33 PM

Quote:

Originally Posted by Mr_D

By law they are required to prove you caused the failure.

According to what we have been told, the burden of proof is on us to prove when we left, how long we were on the road, and how fast we drove under what conditions.

JPeterson · 06-13-2018, 06:51 PM

Something doesn't sound right. Dealerships do not have the final say on warranty. You should call Ford Motor Company Customer Service.

charperry · 06-13-2018, 07:01 PM

Quote:

Originally Posted by JPeterson

Something doesn't sound right. Dealerships do not have the final say on warranty. You should call Ford Motor Company Customer Service.

We already have gone that route. The first person we spoke to at Ford Concierge Service moved it up at least one level to a person who was his supervisor. They don't give their last names.