Dealer refusing to refund CV axles under 25N09

[idahofarmboy]

I was excited when I received the letter for Customer Satisfaction Program 25N09 hoping to get a refund. I was excited to see them acknowledge there is a problem with the original CV axles and try to make it right.

Mine went out right when my daughter needed to take it to college so I didn't have time for the dealer to fix it and since I was doing it myself I didn't want to install the same TRASH axles and have to fix it again in 15-20k miles so I installed Tremor CV axles.

The Tremor CV axles are way better! Smooth as silk now and I think they will last much longer.

When I went to get a refund they are refusing to issue any refund because I choose to use the more expensive and better parts.

So I said fine, just refund me the price of standard crappy CV axles but they said they can't. "The part number on the receipt doesn't match the covered part on CSP 25N09"

I'm so frustrated! They know it had defective axles. I bought genuine Ford parts from the same dealer I bought the truck, and they say they can't do anything because I bought the higher quality part!

What can I do? Is there anyone at Ford I can contact or email? Does anyone have an email address for someone at Ford? This feels totally unfair!

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[Fender66]

Maybe ask for a credit towards some accessories, service or your next vehicle.

 

[RR - All the way]

I would contact Ford. Below listed URL will permit you to live chat or has phone numbers to contact. Good Luck!

https://www.ford.com/help/contact/

 

[idahofarmboy]

I tried the live chat option. It's a joke. You're chatting with an AI chat bot that just tells you repeatedly to go talk to the dealer. I went in circles with the chat bot.

When I called the number today there were very long wait times and I had to give up to go pick up my daughter from school.

I guess I'll try the phone again tomorrow maybe.

I was really hoping there was an email option somewhere I had missed

 

[ATXTACOS]

Man, that really sucks, but you end up with the better product. I'd keep pushing, but if there isn't a quick resolution you did the right thing.

 

[dalola]

Who did you talk to at the dealer? If it wasn't the GM or owner, you're wasting your time. Be a pain in their a$$ until the proper person is available to speak to.

 

[bgn]

Why are you expecting the dealer to take a loss for something that Ford won't reimburse them for? That's just not realistic.

 

[Geo8866]

Why are you expecting the dealer to take a loss for something that Ford won't reimburse them for? That's just not realistic.

I’m thinking the same thing. Did a dealer even look at it before he repaired it himself? Did he ask about a refund for the cost of the standard part before doing an upgrade? If not, you took it upon yourself to do the repairs so the cost is your responsibility.

 

[ScottyC]

Is the dealer "independent" or part of a larger "auto group" like Lithia or Car Nation? If it is the latter, just ask to speak to the Ford Regional rep and go from there....

 

[Bob zimmerman]

I read through the 25N09 documentation. It does state that ford will refund the costs of the repair if it was done before the document was issued. Unless I missed it, it does not specify that the exact same CV axles must be used as the replacement. After all, how is the customer going to know in advance of this program that the same CV axles were required.

And any astute customer would prefer not to replace a defective CV axle with another known defecting part number.

With that, you certainly fall within the parameters of the program and are entitled to a refund for the parts you bought. You do need to go to Ford for this and you need to be methodical and talk to a human. Have the 25N09 documentation in front of you so you can help the poor Ford customer service rep wade through their paperwork.

Good luck, don’t give up.
Bob

 

[Maverick_Dad]

I'd be more than happy to pay for the additional cost to upgrade to the Tremor axles as long as the labor would be taken care of under the warranty. At least I'm hoping I can find a dealer who will do this when my cv start going bad.

 

[ScottyC]

The title is misleading - it is not the dealers responsibility to refund, but they should, however assist you in putting you on the right path to obtaining a refund from Ford.

 

[dalola]

I read through the 25N09 documentation. It does state that ford will refund the costs of the repair if it was done before the document was issued. Unless I missed it, it does not specify that the exact same CV axles must be used as the replacement. After all, how is the customer going to know in advance of this program that the same CV axles were required.

And any astute customer would prefer not to replace a defective CV axle with another known defecting part number.

With that, you certainly fall within the parameters of the program and are entitled to a refund for the parts you bought. You do need to go to Ford for this and you need to be methodical and talk to a human. Have the 25N09 documentation in front of you so you can help the poor Ford customer service rep wade through their paperwork.

Good luck, don’t give up.
Bob

Agree, I think he is in his rights to ask for a base part cost refund, not labor or upgraded parts, since he did that on his own. I can also see, technically, where the dealer or Ford would deny it, since it was DIY. I'm sure the refund clause was written in regards to repairs done at a dealer, with documentation, prior to the bulletin issue.

I still recommend he speak to the GM/owner, since he bought the truck there, & the parts. It would be in their best interest to work with him, and retain a customer. Most lower level employees don't care about customer retention.

 

[Jonny44]

The refund is determined by Ford, not the dealer. You need to contact Ford Customer Service to get the ball rolling. The dealer would not be compensated by Ford if they just issued a refund. The dealer needs to work on their own customer service as they should have directed you toward Ford instead of just giving an outright refusal.

 

[Hot Runr Guy]

I'd be more than happy to pay for the additional cost to upgrade to the Tremor axles as long as the labor would be taken care of under the warranty. At least I'm hoping I can find a dealer who will do this when my cv start going bad.

You've got a 2023, this program does not apply.

HRG

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