2023 Maverick quality control

[bgn]

A vehicle delivered in that condition and sold in that condition shows a massive disrespect to the customer from the manufacturer and the dealer.

Sponsored

 

[ychuck46]

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

The dreaded "totalled" message. It is actually code for "we sold it to someone else for more money". Track the VIN# and you will find there is a good chance I am correct.

 

[Oscarcat]

The current batch of Mavs have a $1595 "destination and delivery" fee, up from $1495. That fee is among the highest I have seen. So I cut Ford no slack when it comes to shipping damage. That said, the only transport damage that was visible on mine was slight rock damage to the double laminated windshield. California rain requiring heavy use of the wipers buffed it out.

 

[James K]

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.

Most of what you show isn't Ford Quality issues unless the folks in the factory were allowed to use your truck for a party. How many miles on it when you picked it up? I think mine had 3, any more I I'd suspect dealer allowing test drives. Transit damage also possible but that is not Ford. Honestly, I suspect dealer and transit for most of the damage but might be wrong.

 

[Fordguyw]

Most of what you show isn't Ford Quality issues unless the folks in the factory were allowed to use your truck for a party. How many miles on it when you picked it up? I think mine had 3, any more I I'd suspect dealer allowing test drives. Transit damage also possible but that is not Ford. Honestly, I suspect dealer and transit for most of the damage but might be wrong.

The dealer definitely didn't allow any test drives. It had 4 miles on it. They keep ordered vehicles in a separate fenced in lot and I picked it up the day after it arrived. Plus these issues cost them a chunk of money.

I've explained my thoughts on the rest of what you said (regarding what definitely happened when, or before, it was built vs probable transit damage) in my original post and in other posts on this thread. As far as transit not being Ford, you're correct but it is on Ford to make sure their new vehicles are being safely transported without damage.

 

[csuh13]

sigh...

I wish Ford would build my damn Maverick so I can complain about things like this.

 

[Fordguyw]

I had several of the same marks on my truck when it showed up. A little elbow grease took care of it. I’m not talking about the deep scratches but a lot of the stuff on the plastic can be cleaned. However it won’t take long till it comes back since it’s plastic.

To even out the color (rub marks turn greyish), you'd have to be cleaning it with a plastic protectant/detailer. As you said, unfortunately it doesn't take long until it becomes obvious again.

I think Ford needs to upgrade the quality of the black plastic used on the outside of the vehicle. It definitely scratches, shows rub marks, and fades very easily. I'd certainly pay a little more for the vehicle if they'd use better plastic. Depending on how long I keep the truck, I might tear it all off and get it sprayed with bedliner.

 

[AutobahnSHO]

To even out the color (rub marks turn greyish), you'd have to be cleaning it with a plastic protectant/detailer. As you said, unfortunately it doesn't take long until it becomes obvious again.

I think Ford needs to upgrade the quality of the black plastic used on the outside of the vehicle. It definitely scratches, shows rub marks, and fades very easily. I'd certainly pay a little more for the vehicle if they'd use better plastic. Depending on how long I keep the truck, I might tear it all off and get it sprayed with bedliner.

I have a friend who sprayed his Tacoma fenders with bedliner, but that fades in the sun eventually.

 

[Fordguyw]

sigh...

I wish Ford would build my damn Maverick so I can complain about things like this.

I feel for you. My father waited well over a year for his 2022 First Edition Lariat Hybrid. I think the only reason I've already got my '23 is I ordered it without any constraints (except hybrid, of course) and my dealer is small so I was their first order.

 

[Fordguyw]

I have a friend who sprayed his Tacoma fenders with bedliner, but that fades in the sun eventually.

There are a few companies who make a UV resistant bedliner. My truck is garage kept too, so it should hold up well.

 

[James K]

The dealer definitely didn't allow any test drives. It had 4 miles on it. They keep ordered vehicles in a separate fenced in lot and I picked it up the day after it arrived. Plus these issues cost them a chunk of money.

I've explained my thoughts on the rest of what you said (regarding what definitely happened when, or before, it was built vs probable transit damage) in my original post and in other posts on this thread. As far as transit not being Ford, you're correct but it is on Ford to make sure their new vehicles are being safely transported without damage.

You are likely accurate in your assessment but not practical. I was a Risk manager for a global company and there was no way we could guarantee damage free shipping short of having our own shipping company (and we built multi-million dollar equipment that took 12-18 months to manufacture). It's your prerogative to hold Ford responsible and my prerogative to disagree. Still, I sincerely hope your future vehicles work out well and you never have another disappointment like your current vehicle delivery.

 

[zzbaluba]

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

What a bummer!

 

[bgn]

To even out the color (rub marks turn greyish), you'd have to be cleaning it with a plastic protectant/detailer. As you said, unfortunately it doesn't take long until it becomes obvious again.

I think Ford needs to upgrade the quality of the black plastic used on the outside of the vehicle. It definitely scratches, shows rub marks, and fades very easily. I'd certainly pay a little more for the vehicle if they'd use better plastic. Depending on how long I keep the truck, I might tear it all off and get it sprayed with bedliner.

Add the interior plastics too. They're all absolute trash.

 

[Fordguyw]

Add the interior plastics too. They're all absolute trash.

Very true. I only mentioned the exterior plastics because of the extra abuse they will likely take.

 

[Fordguyw]

You are likely accurate in your assessment but not practical. I was a Risk manager for a global company and there was no way we could guarantee damage free shipping short of having our own shipping company (and we built multi-million dollar equipment that took 12-18 months to manufacture). It's your prerogative to hold Ford responsible and my prerogative to disagree. Still, I sincerely hope your future vehicles work out well and you never have another disappointment like your current vehicle delivery.

Thank you and thanks for the explanation. I completely understand your point of view, and I'm sure it's even worse when shipping globally.

I'm most frustrated by two things in my situation (regarding the damage that likely occurred during shipping). 1. Ford (and probably most, if not all vehicle manufacturers) makes it impossible to provide information to someone in the company who can actually accomplish something. Their customer service was absolutely no help and neither was the Ford rep on this forum. 2. So many people take no pride in what they do for a living. If they did, shipping damage to vehicles wouldn't occur (unless a train derails or some type of, not at fault, accident occurs).

Sponsored