2023 Maverick quality control

[Fordguyw]

Before I get into my issue, I want you to know I am a long time, brand loyal, Ford customer (although this issue may have changed that). I have owned around 75 Ford, Lincoln, Mercury vehicles since I was 15. With that said, I hate to bash Ford but here is my issue...

I picked up my 2023 Maverick XLT Hybrid in January (ordered the first day order banks opened). Unfortunately, I relied on the dealer to fully inspect the vehicle prior to contacting me to take delivery. I'm sure the majority of people rely on the dealer for this. I would've normally fully examined the vehicle myself for cosmetic issues (because I'm a car guy with a ton of detailing/mechanical experience) but I was unable to the day of purchase due to some health issues. The only damage caught by the dealer was a large scratch on the driver's side front window and some scratches in the paint on both bedsides (assumed to be caused during shipping). I decided to polish the scratches myself and they were to replace the damaged window (at Ford's expense). A few days after I purchased the truck (once I felt better) I examined the truck carefully and found the dealer missed the fact that the truck arrived with a bunch of other damage on the exterior and the interior.

Here is a list of damaged items (pics attached of all but 1 & 2 since they were caught the day of purchase and documented by the salesman): 1. Scratches on both bedsides, which I polished out myself, 2. Scratch on driver's side front window, 3. Two scratches on driver's side back window (one of which was on the inside underneath the factory tint), 4. Multiple blemishes/scratches on rear bumper cover, 5. Blemishes/scratches on both rocker moldings, 6. Scratches on both side mirrors, 7. Scratches/blemishes on center console, 8. Small gouge on USB/12-volt adapter plastic surround, 9. Scratch on passenger door panel, 10. Overspray of some type all over both bedsides, which I removed myself.

Once I found all of this and took pictures, I contacted my salesman. He had me bring the truck in to verify the issues. He explained that they were short staffed in their detailing department, the head of which is supposed to fully inspect new vehicles for cosmetic issues when they arrive on the lot. Because of this, mine was not inspected. He also explained that he is actually the one who found the damage that was documented (he also had to wash my vehicle before I came to get it, for the same reason). After he looked at all the damage, he put me in contact with their General Manager. The GM explained that Ford wouldn't cover the repairs (other than item 2, which was documented before I completed the purchase) because the damage wasn't caught when the vehicle arrived at the dealership (or before completion of the sale). He agreed to resolve items 3, 4, & 8 at their expense. At this point both windows have been replaced, the rear bumper cover has been replaced, and they have attempted to replace item 8, but the part is currently being manufactured wrong (it has an unnecessary hole in the bottom of the casting).

Once I got the truck back (they had it a long time waiting on parts but did provide me a loaner off the lot) I was able to make the rocker moldings, the driver's side mirror, the passenger door panel, and the scratch next to the cup holders look decent with plastic detailer. Unfortunately, the damage to the side of the center console and the passenger side mirror can't be covered up. Because of this, I contacted the Ford rep on this site hoping he/she would be able to get me in contact with someone who could help. I was hoping Ford would take ownership of these issues and pay to have the center console and the passenger side mirror replaced (at a minimum). He was absolutely no help. Just as Ford Customer Service does when you call them, he put everything back on the dealer.

I'm not happy that the dealer didn't do their part to find these issues and I made that very clear to the GM. I am happy they didn't just completely tell me to kick rocks and instead replaced the window, rear bumper cover, and dash piece (which I'll get done sooner or later). I know they would've been in the negative on the sale if they replaced any other parts and I want to keep a good relationship with them. They are the only local dealer and I have been a long-time customer. As far as Ford's quality control, I know some of the exterior damage likely happened in shipping/transport but I'm sure it left the factory with the paint overspray on both bedsides (my dealer doesn't do any painting, and why just the bedsides??), the one scratch on the inside of the rear window, and the damage to the side of the console (both of which are obviously manufacturing problems), at a minimum. The 2023 is my 2nd Maverick. I ordered and purchased a 2022 XLT FX4 from the same dealer. The 2022 only had one cosmetic quality control issue, which was caught by the dealer. It had some type of glue or epoxy that ran down one bedside. Fortunately, it was able to be removed without paintwork by a local body shop on Ford's dime. I would definitely expect quality control for a new model year to be better, not worse! What happened to the Ford CEO promising to make major changes to improve quality?! If this is the best they can do I'll never purchase another new Ford!

I'm obviously stuck with the remaining damage but wanted to bring this issue to people's attention. Please add any similar situations you're dealing, have dealt, with.

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[Grand Nat.]

I don't think it left the factory like that. Somebody has been very careless with your vehicle. No doubt some shipping issues and the dealer .My vehicle was clean when it arrived and that was almost 1000 miles of transporting it. Good luck to you and I hope your issues get all resolved.

 

[Fordguyw]

I don't think it left the factory like that. Somebody has been very careless with your vehicle. No doubt some shipping issues and the dealer .My vehicle was clean when it arrived and that was almost 1000 miles of transporting it. Good luck to you and I hope your issues get all resolved.

Thanks. I'm sure some of it was in shipping considering mine was transported over 2500 miles. I don't think any was from the dealer. They informed me they have been receiving most vehicles with cosmetic damage and are very frustrated by it. I'm sure it left the factory with the paint overspray on both bedsides (my dealer doesn't have a bodyshop and why just the bedsides??), the one scratch on the rear window (which was under the factory tint), and the interior damage, at a minimum. Whether damage was missed at the factory (which is complely unacceptable) or caused in shipping, Ford needs to do everything possible to improve the condition vehicles are in when they arrive to dealers.

 

[paneubert]

Thanks. I'm sure some of it was in shipping considering mine was transported over 2500 miles. I don't think any was from the dealer. They informed me they have been receiving most vehicles with cosmetic damage and are very frustrated by it. I'm sure it left the factory with the paint overspray on both bedsides (my dealer doesn't have a bodyshop and why just the bedsides??), the one scratch on the rear window (which was under the factory tint), and the interior damage, at a minimum. Whether damage was missed at the factory (which is complely unacceptable) or caused in shipping, Ford needs to do everything possible to improve the condition vehicles are in when they arrive to dealers.

Just to correct you a bit, there is no "under the tint". The tint from the factory is a dye inside the glass. It goes all the way thru. Any scratches are on one of the glass surfaces (either inside the cabin or outside the cabin). Otherwise what you have are some sort of manufacturing problems with hair or dust or other foreign debris literally within the glass.

 

[Fordguyw]

Just to correct you a bit, there is no "under the tint". The tint from the factory is a dye inside the glass. It goes all the way thru. Any scratches are on one of the glass surfaces (either inside the cabin or outside the cabin). Otherwise what you have are some sort of manufacturing problems with hair or dust or other foreign debris literally within the glass.

Thanks for the clarification. I was unable to feel the "scratch" from either the outside or inside so it was obviously manufactured with a defect that was clearly missed both after it was manufactured and before (or after) it was installed in my vehicle. It goes toward my point of the need for better QC.

 

[paneubert]

Thanks for the clarification. I was unable to feel the "scratch" from either the outside or inside so it was obviously manufactured with a defect that was clearly missed both after it was manufactured and before (or after) it was installed in my vehicle. It goes toward my point of the need for better QC.

Yeah, I know at the end of the day it doesn't really matter if it is a tint "on" versus "in". A scratch is a scratch (or something literally within the glass). I can sympathize. I have some on my rear drivers side window. I think it came from the transporter while they drove it to the dealership. I missed it for a few days since it was dark and rainy. Only really noticed it about a week after arrival. I now try to act like I don't see them. Perhaps I will have them corrected at some point.

 

[TGTBTU]

You're in a better place than I am. Got word yesterday my 2023 Maverick was damaged during shipment and totalled.

 

[Nw_adventure]

You're in a better place than I am. Got word yesterday my 2023 Maverick was damaged during shipment and totalled.

Yeah I saw your post on that- so dreadful- How was it "totalled" ?

 

[OneAlienBoi]

With all do respect, if some idiot mistreats your vehicle, and dings it up, which is what happened here, I don't see how that's an issue with the quality of the vehicle itself. Rather, an issue with the people transporting the truck to the dealership, and with maybe some of the people handing it as it leaves the assembly plant.

My grandparents bought a new Oldsmobile back in the 80s, even brand new, they knew something was off. The doors never closed properly. A dealership employee retired a few years later and told them what happened. The car fell off the car carrier, the dealership only fixed the surface level damage without addressing the deeper issues and covering it up.

Once they found this out, they sued, won, and got a new car. My point is that wasn't a quality issues with that model of Oldsmobile per say. It was an issue caused by the people transporting the vehicle being careless.

 

[mp2]

I live in Lousiville and my kids' school is on the road where the Super Duty trucks are assembled. I've seen them driving the trucks from lot to lot. I do not like it. Haha. Full speed ahead. I could see where if drivers care that little about the vehicle they are moving when driving, they probably also care little about carefully getting in and out.

 

[Senior Master Ford Guy]

You're in a better place than I am. Got word yesterday my 2023 Maverick was damaged during shipment and totalled.

Oh NO!! My money is on a dang trail derailment at fault. I saw pics from a derailment in Kentucky a few weeks ago and there were Mavericks on it, scattered around in the wreckage. Sorry to hear that.

 

[Timothyd]

Before I get into my issue, I want you to know I am a long time, brand loyal, Ford customer (although this issue may have changed that). I have owned around 75 Ford, Lincoln, Mercury vehicles since I was 15. With that said, I hate to bash Ford but here is my issue...

I picked up my 2023 Maverick XLT Hybrid in January (ordered the first day order banks opened). Unfortunately, I relied on the dealer to fully inspect the vehicle prior to contacting me to take delivery. I'm sure the majority of people rely on the dealer for this. I would've normally fully examined the vehicle myself for cosmetic issues (because I'm a car guy with a ton of detailing/mechanical experience) but I was unable to the day of purchase due to some health issues. The only damage caught by the dealer was a large scratch on the driver's side front window and some scratches in the paint on both bedsides (assumed to be caused during shipping). I decided to polish the scratches myself and they were to replace the damaged window (at Ford's expense). A few days after I purchased the truck (once I felt better) I examined the truck carefully and found the dealer missed the fact that the truck arrived with a bunch of other damage on the exterior and the interior.

Here is a list of damaged items (pics attached of all but 1 & 2 since they were caught the day of purchase and documented by the salesman): 1. Scratches on both bedsides, which I polished out myself, 2. Scratch on driver's side front window, 3. Two scratches on driver's side back window (one of which was on the inside underneath the factory tint), 4. Multiple blemishes/scratches on rear bumper cover, 5. Blemishes/scratches on both rocker moldings, 6. Scratches on both side mirrors, 7. Scratches/blemishes on center console, 8. Small gouge on USB/12-volt adapter plastic surround, 9. Scratch on passenger door panel, 10. Overspray of some type all over both bedsides, which I removed myself.

Once I found all of this and took pictures, I contacted my salesman. He had me bring the truck in to verify the issues. He explained that they were short staffed in their detailing department, the head of which is supposed to fully inspect new vehicles for cosmetic issues when they arrive on the lot. Because of this, mine was not inspected. He also explained that he is actually the one who found the damage that was documented (he also had to wash my vehicle before I came to get it, for the same reason). After he looked at all the damage, he put me in contact with their General Manager. The GM explained that Ford wouldn't cover the repairs (other than item 2, which was documented before I completed the purchase) because the damage wasn't caught when the vehicle arrived at the dealership (or before completion of the sale). He agreed to resolve items 3, 4, & 8 at their expense. At this point both windows have been replaced, the rear bumper cover has been replaced, and they have attempted to replace item 8, but the part is currently being manufactured wrong (it has an unnecessary hole in the bottom of the casting).

Once I got the truck back (they had it a long time waiting on parts but did provide me a loaner off the lot) I was able to make the rocker moldings, the driver's side mirror, the passenger door panel, and the scratch next to the cup holders look decent with plastic detailer. Unfortunately, the damage to the side of the center console and the passenger side mirror can't be covered up. Because of this, I contacted the Ford rep on this site hoping he/she would be able to get me in contact with someone who could help. I was hoping Ford would take ownership of these issues and pay to have the center console and the passenger side mirror replaced (at a minimum). He was absolutely no help. Just as Ford Customer Service does when you call them, he put everything back on the dealer.

I'm not happy that the dealer didn't do their part to find these issues and I made that very clear to the GM. I am happy they didn't just completely tell me to kick rocks and instead replaced the window, rear bumper cover, and dash piece (which I'll get done sooner or later). I know they would've been in the negative on the sale if they replaced any other parts and I want to keep a good relationship with them. They are the only local dealer and I have been a long-time customer. As far as Ford's quality control, I know some of the exterior damage likely happened in shipping but it's hard to believe it all happened in shipping (and I highly doubt any of the interior damage had anything to do with shipping). The 2023 is my 2nd Maverick. I ordered and purchased a 2022 XLT FX4 from the same dealer. The 2022 only had one cosmetic quality control issue, which was caught by the dealer. It had some type of glue or epoxy that ran down one bedside. Fortunately, it was able to be removed without paintwork by a local body shop (dealer doesn't have their own) on Ford's dime. I would definitely expect quality control for a new model year to be better, not worse! What happened to the Ford CEO promising to make major changes to improve quality?! If this is the best they can do I'll never purchase another new Ford!

I'm obviously stuck with the remaining damage but wanted to bring this issue to people's attention. Please add any similar situations you're dealing, have dealt, with.

View attachment 98756

This is a dealer/shipping issue and is pretty sloppy handling. "Short staffed" is NO excuse and an admission of guilt. I went over mine before I received it and it was perfect (I found that little cubby by the rearview mirror won't open, wondering what to do) and I'm pretty happy. Get an estimate and tell him if you have to fix it they are going to be on the hook.

 

[Timothyd]

I live in Lousiville and my kids' school is on the road where the Super Duty trucks are assembled. I've seen them driving the trucks from lot to lot. I do not like it. Haha. Full speed ahead. I could see where if drivers care that little about the vehicle they are moving when driving, they probably also care little about carefully getting in and out.

Yeah, I saw teenagers ferrying around cars at a rental place and it made me wince.

 

[Fordguyw]

With all do respect, if some idiot mistreats your vehicle, and dings it up, which is what happened here, I don't see how that's an issue with the quality of the vehicle itself. Rather, an issue with the people transporting the truck to the dealership, and with maybe some of the people handing it as it leaves the assembly plant.

My grandparents bought a new Oldsmobile back in the 80s, even brand new, they knew something was off. The doors never closed properly. A dealership employee retired a few years later and told them what happened. The car fell off the car carrier, the dealership only fixed the surface level damage without addressing the deeper issues and covering it up.

Once they found this out, they sued, won, and got a new car. My point is that wasn't a quality issues with that model of Oldsmobile per say. It was an issue caused by the people transporting the vehicle being careless.

I'm sure the majority of the exterior damage was done during transport but I'm also sure it left the factory with the paint overspray on both bedsides (my dealer doesn't have a bodyshop and why just the bedsides??), the one scratch (or internal damage as @paneubert explained) on the rear window, and the damage to the side of the console (which is in an area that some "careless" person couldn't accidentally damage), at a minimum. Whether damage was missed at the factory (which is complely unacceptable) or caused in transport, Ford needs to do everything possible to improve the condition vehicles are in when they arrive to dealers.

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