How does warranty service work?

[Will2]

Noob questions, I've only ever owned new cars that never needed unexpected repairs/warranty work, so I have zero experience taking cars in for service (DIY oil changes/tire rotations).

Tried to drop off my car at the dealer today for a known rear axle defect issue (SSM 52444). Dealer said they only do oil changes and basic stuff on weekends, can't diagnose on weekends, have to schedule it M-F. I asked them to write it up so I can document mileage for the reported issue, and they said they can't do that until they take the car in. They also said no loaners, but I thought loaners were covered by Ford for warranty work.

How much of this is legit?

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[robvas]

1. Most dealers only do oil changes etc on the weekends
2. Loaner car is not standard
3. Normally you would make an appointment for service, assuming your car still runs/drives

 

[Skye]

Labor at most dealers is generally divided into two camps: general purpose technicians and specialists. The first is oil changes, tire rotations, battery checks, etc. Specialists can be divided into engine, powertrain, electrical, suspension, etc. It depends, on manpower available and their experience. Some gravitate to being really good at one topic or another. That they don't have a specialists on-hand during the weekends is not surprising.

If attempting to drop a car off, I try to do it Tue-Thu. Mondays, dealers are slammed from all the people whose car broke or gave them fits on the weekend. Fridays, everyone is trying to get a nagging issue fixed before a holiday, long travel, when it's convenient for the driver, etc. If at all possible, I walk-in first, explain the issue and see when that specialist might be best available. If parts are needed or discussed, the Dealer can often have those on-hand within 48 hours, if not there already.

Otherwise, things are pretty much what you expect. From the perspective of the specialist, it's another car that needs repair. The internal Ford documentation and payment will be a bit different. Instead of a general service ticket, it's a warranty ticket. On the backend, money will come from Ford; they pay. From your perspective, the car will be repaired, you being given a receipt with your and the tech's comments. Depending on the nature of the issue, Ford could update their Oasis system, their warranty documentation system. This is not a good thing or a bad thing. It's just a thing. Service history involves general service and repairs, things not covered under warranty. Oasis history involves repairs covered under warranty. Future buyers often like to view both when considering a vehicle purchase.

Regarding rentals, in-general no, you are not afforded a rental. If you get an extended protection plan, there is an option for rental coverage. Below are excerpts.

From the S650 Warranty Guide:

"Ford and your dealer are not responsible for any time or income
that you lose, any inconvenience you might be caused, the loss
of your transportation or use of your vehicle, the cost of rental
vehicles, fuel, telephone, travel, meals, or lodging, the loss of
personal or commercial property, the loss of revenue, or for any
other incidental or consequential damages you may have."

I have a Ford Extended Warranty. There is an option for rental coverage. I declined that option. YMMV.

"5G. COVERED ITEMS - “RentalCARE”
If You elected RentalCARE coverage, We will reimburse You for the
actual charges up to $60 per day (including tax) on Ford and
Competitive Make vehicles and $60 per day (including tax) on
Lincoln vehicles ($72 per day on Aviator, MKT, Navigator) that You
incur to rent a motor vehicle for up to (3) days while Your Vehicle is
being repaired as long as the service or repair is: (1) covered under
the terms of this Agreement (2) covered by the New Vehicle
Limited Warranty or (3) the result of a manufacturer’s recall or
customer satisfaction program and (4) the vehicle is rented from a
Ford or Lincoln dealership or other commercial agency that rents or
leases motor vehicles as its principal business. To determine the (3)
day rental coverage period, the first day of coverage is the day You
deliver Your Vehicle for repair or service. If You elected RentalCARE
Coverage with a plan term beyond the 3 years or 36 months from
the New Vehicle Limited Warranty, You will receive component
coverage under our PremiumCARE plan upon expiration of the
earlier of 3 years or 36 months from the New Vehicle Limited
Warranty, for the additional plan term You selected."

 

[smurfslayer]

Regarding rentals, in-general no, you are not afforded a rental. If you get an extended protection plan, there is an option for rental coverage. Below are excerpts.

And not to be a doomsayer, but...
Generally speaking, if you ever have to invoke the lemon law from your state, if a loaner is provided or coverage for a rental is offered, the time the car is “down” for repairs won’t count towards the ‘triggering’ time value in the statute. IOW, let’s say your 10r80 lets go, and it’s a tiny part that fails, only available in Cràpholeistan. You drop off the car, and out of the goodness of their hearts they give you a loaner. 15 days later, you’re back on the road. Again, generally speaking, for the purposes of the lemon law, you have zero days down time. I don’t think that applies to the Ford ESP or similar pay for warranties, since you are paying for that coverage.

I’m speaking from bitter experience decades ago, when “voluntary buy backs” were unheard of. Now, a lot of times the manufacturer will offer to buy back or replace before going to arbitration or trial. It’s a huge PITA to sue, and hopefully you don’t have to.

 

[Will2]

Thanks for the info guys, definitely helpful to understand a little more context.

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