New truck, damage from dealer

[Jaysonics]

So after almost 10 months of waiting my truck finally arrived last week. Went last Thursday to test drive and go over the paperwork. I also gave them a puck style leveling kit and had them order new tires some time ago for it to be installed before I took delivery. It was scheduled to be ready for me to take delivery of it today (Monday). I got a TEXT from my sales woman this morning who stated that while service was doing the work, they scratched the front bumper and that there was something in the driver's side window that scraped the glass so they wanted to replace that as well. She said that they attempted to fix the bumper scratch with touch up paint but it didn't look good so they were contacting the body shop. I called her immediately to find out as this should have been a phone call, not a text message. Her excuse was that it was early and she didn't want to wake me up (It was 10am ). I asked how bad the scratch on the bumper was and she hadn't looked at it yet but I'm imagining it's fairly significant if touch up paint didn't work. I asked about them installing a new bumper as it's a brand new vehicle and I'd rather not have body work done on it right off the bat. She said she'd check with her bosses and get back to me.

Looking for some input/advice on how to handle this one. I made it pretty well known that I was beyond bullsh*t at this point as this isn't the only hiccup with my order. She said that they want to "make it right" whatever that means. Is body work good enough or should I push for a new bumper? Is it unreasonable to ask for no labor charges for the tires/level/alignment? Free ceramic coating? A hefty amount of Ford Points for future service work? Never came across this situation before so just looking for some opinions. I have not seen the scratch so I can't verify how bad it actually is. It's an Iconic Silver sport with the color matched bumpers. Thanks for any help!

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[powerboatr]

they will cover the labor and body work correct? what is the issue
the body shop will do it right if they are certified and the bonus is you will have a bumper with a thicker paint covering. as far as glass, thats an easy fix .
sounds like other than the text, they are trying to get it right.
i would say relax a bit and let it get fixed...get more with sugar than with vinegar
trucks or vehicles get beat up all the time in transit, thats why we have body shops let em fix it

 

[speedracercjr]

they will cover the labor and body work correct? what is the issue
the body shop will do it right if they are certified and the bonus is you will have a bumper with a thicker paint covering. as far as glass, thats an easy fix .
sounds like other than the text, they are trying to get it right.
i would say relax a bit and let it get fixed...get more with sugar than with vinegar
trucks or vehicles get beat up all the time in transit, thats why we have body shops let em fix it

Agreed, if it was a body panel or something I'd probably more livid but a bumper that will be touched up will probably never show the damage.

Honestly we'd probably all be surprised what little damage may happen to our vehicles during transport before delivery that gets fixed without our knowledge.

 

[Hog_Johnson]

They'd still have to paint the new bumper, so I'm not sure what you'd gain from having them replace it.

 

[KBKEITH]

I’d want to see the damage in person before I came to a conclusion about what to do.

 

[Porpoise Hork]

This sort of thing happens a lot more than you would think. When we bought my wife's Sante Fe the Idiots in Make-Ready tagged the driver's side mirror on the garage entry and gouged the crap out of it. We had not even taken delivery of the keys yet. Went to the sales manager about it when our sales guy said that we'd have to bring it back in to be repaired. The Sales GM went to the site GM and they ended up swapping it with a mirror off another car as well as the GM fired the Make-Ready guy on the spot.

As long as they are fixing it and you're happy with it then you really do not have much to be concerned with. Besides, look at it like this, at least they told you about it. Many places would not say anything continue with the half-assed repair (touch-up paint) and then blame you for it when you pointed it out after the fact.

 

[dolsen]

I understand the frustration of waiting months for a vehicle only to have the dealer scratch it, but you gotta remember, they're humans too, AND they're fixing it. It is possible the lady didn't want to call you because you may have been asleep, or MAYBE she didn't feel like being verbally accosted, which is sounds like you have done exactly that.

I do believe it is unreasonable to ask for all of their labor on the other work they completed, to be free. I think you need to take a step back, breathe, and understand that there is nothing life threatening or life altering happening.

 

[Jaysonics]

Thanks for the input, I did get angry but have calmed down a bit. Heading to the dealership shortly so we'll see what happens. Just never dealt with it before so didn't know what to do.

 

[dolsen]

Thanks for the input, I did get angry but have calmed down a bit. Heading to the dealership shortly so we'll see what happens. Just never dealt with it before so didn't know what to do.

I've been in a somewhat similar situation where I was pissed about a service, luckily I had a 40 minute drive to calm down and think about how I acted, by the time I got there I actually apologized for being a dick. So, don't take my previous post as "casting stones", but more as a life lesson I learned myself.

I am not saying you should apologize, because I obviously don't know the extent of the conversation, but as the saying goes, cooler heads prevail. Just go in with a cool head and I bet you'll get what you want if you're calm and logical about it.

Good luck

 

[jeffcrum]

I understand the initial anger. And it is warranted. But, calmer minds will make better decisions.

My opinion is that a body shop for the bumper is fine. Have you seen all of the posts about people trying to get parts?

I fear if you wait for a bumper, you won't have your truck for a looooong time.

 

[crazywayne311]

some have already commented to relax and just go check it out. also, i'd be pissed as well

also, just give them the opportunity to make it right.

my first new car was a nightmare compared to this. makes this seems like childs play.

 

[Jaysonics]

So went to the dealer this afternoon to get the truck. They had their body shop fix the scratches on the bumper and wouldn't be able to ever tell. They have a new side window on order for that issue. They offered a LineX liner which I happily accepted. All is good and truck is amazing. Thanks for the input to get me to calm the F down. Definitely blew my top this morning!

 

[jmargo]

Make sure to get documentation of the paint repair so if any issues come up in the future like pealing or bubbling it is covered.

 

[dolsen]

So went to the dealer this afternoon to get the truck. They had their body shop fix the scratches on the bumper and wouldn't be able to ever tell. They have a new side window on order for that issue. They offered a LineX liner which I happily accepted. All is good and truck is amazing. Thanks for the input to get me to calm the F down. Definitely blew my top this morning!

It happens, good job in keeping cool and glad to hear they’re taking care of you.

Congrats on the new truck

 

[Graygoose2021]

A good bodyshop, will look untouched.
a couple days after I got mine, messed up and backed into a woman. Didn't see her. Buddy works at a Toyota dealership paint and body. They ordered new panels for rear bumper, fixed and cant tell.
Id be upset, but agree, its not the fender.

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