As a dealer, I would say the problem here is the ....... dealer.
Too many dealers today ONLY consider how much profit a service department makes. In other words, they lost the meaning of "service"
In the extended warranty business, I have had dealers call me complaining that a repair was denied due to customer abuse. Recently, a customer put a snowplow on a Ford 1/2 ton, which had no plow prep package.
This voids the warranty - but the dealer wanted me to get a $4000 engine repair covered. Out of that $4000, $2000 was profit. When I offered to cover the dealer's COST of $2000 of the repair, with no profit, in order to help the customer, I received some SERIOUS abuse.
littleb, IF this helps, I can assure you we would have found the problem and fixed the Explorer peoperly.
For everyone else - some food for thought. When you shop a dealer, do you ask to see the service department ? Or do you only shop price ?
