Sorry for the long post but its necessary to explain it all. Its a 2013 C-Max we bought new. Factory warranty is expired due to having over 36,000 miles. One day last week we had the front passenger window rolled down, then went to put it up and it stopped halfway and would not go any further. The button worked to lower the window all the way several times, but each time would still stop at the half way point. No strange noises or clicks. I did a visual into the narrow window channel to look for any visible obstruction. I found none. I scoured the owners manual to try to troubleshoot this but found nothing. Next I checked the fuse for this window and that checked out good. Knowing we bought an extended warranty at the time of initial vehicle purchase, I was somewhat hopeful any and all repairs to fix this basic function of the car, would be covered minus our $100 deductable.
Last Saturday I dropped the car off at our local Ford dealer, which is the same dealer we bought the car new from (and had several recalls taken care of here to). After about 3.5 hours of waiting, I was told the window had come off its track somehow but would need further checking so they asked if I could bring it back Monday and leave it with them. Service man said they lifted the window so it was closed completely now. I asked about the cost and mentioned our extended warranty. I was told the dealer diagnostic fee is $195 to diagnose a given problem. But since I had the extended warranty, that likely would cover half that cost as my deductable is $100. I agreed to come back Monday. On Monday I dropped the C-Max off and I was offered a loaner car through Enterprise which I took as I needed a vehicle. Later in the day Monday I called Service and spoke to a Service "helper". He said he looked up the notes in the computer which said a weld was broken, door is not fixable, and the entire door would need to be replaced. He said someone would call me soon with an update. Yesterday (Weds) I called Service around 2pm. Without detailing each call attempt and being put on hold and/or hung up on, about 50 minutes (yes I timed it) later I finally spoke with a real live voice in Service. I was told they were putting a new regulator in when they discovered a broken weld between the window guide and the door frame. They were checking with auto body people and would get back to me.
Today I received a call from Service man. I was told the window guide needed to be re-welded but since the factory warranty was expired, and my extended warranty coverage would also not cover this, that I would be responsible to pay to have this fixed. I was quoted "around $600" if the dealer fixed the weld, and a body shop the dealer uses may be able to do it for "around $500". I asked that if the factory warranty was still in effect, would it cover this broken weld? Service man said yes. I asked if thats the case why the extended warranty company would not cover this. He said he called them and was told that "its not a mechanical issue" therefor its not covered. I asked Service man who in particular he spoke with at the warranty company. He said he did not get a name, he "figured it was some adjustor". I asked if he had a tracking or reference number for this incident/claim attempt with the extended warranty company that I could reference if I called them. He said no they just use the last 6 of the VIN.
Needless to say I was not happy. Service man seems pretty indifferent to the situation. I can see if I clearly did something to cause the window to not roll all the way up, but a broken weld inside the door? I have not heard of such a thing, especially on a vehicle thats 3 years old (and been babied by a caring owner). We have been the only owner of this car which has never been in a crash of any type and at no time has it ever sustained a severe jolt, bump or hit. Could a factory weld be so brittle and fragile that it could break as easy as this one has? Am I wrong in thinking Ford should make good on this and repair it without cost to me? If there is a good reason that I'm not seeing, my eyes and ears are open.
Reading through the fine print on the extended warranty (Warranty Solutions) does not show this item listed under contract/warranty exclusions.
We also just received a message from Enterprise Rental that our loaner car is due back tomm morning at 9am as Ford will no longer pay for it after that time.
Oh and I guess I'm not the only C-Max owner with this issue. Although the link doesn't specify who paid for the fix in this case.
http://fordcmaxhybridforum.com/topic/5217-window-not-rolling-up/
