For anyone who has been reading this blog for a while, I would like to update you on the rear window defogger on my Mustang Convertible. As you recall, the Mustang is a 2010 and had less than 14,000 miles on it when the defogger stopped working. The dealer told me that it was not covered by warranty and that I would have to spend $2000 out of pocket to replace the top. I was not happy with that answer and wrote to Ford. Initially Ford was not particularly helpful, so I wrote to the state Attorney General Consumer Affairs division and the Better Business Bureau. I did contact Ford again before I filled out the paperwork for the Better Business Bureau. The customer service person I got was very helpful, but the problem was still unsolved. After I contacted the Better Business Bureau, Ford called me to schedule an appointment with a “Ford Engineer” at the dealership. The rear window defogger is now working. The total cost to me was $7 (I put gas in the loaner car).
What have I learned from this? All future work on the car will be done at a different dealership–had I not pursued this, I would have spent $2000 that I don’t have and didn’t need to spend. The Better Business Bureau is there for a reason–don’t be afraid to contact them if you have a legitimate problem with a business. The Consumer Affairs division of the Attorney General’s office was also extremely helpful. As consumers, we do have certain rights, but we need to be willing to exercise them.