2011 Convertible Top Problem

Discussion in '2010 - 2014 Specific Tech' started by MRSL, Aug 17, 2013.

  1. I just discovered an "injury" to my convertible top. There is a hole in the outside layer of vinyl at the point that folds into the car first, right behind the right rear window. I took it to the dealer that has done all of the work and they sent pics to Ford for authorization to replace the vinyl. She is less than 3 years old and I have an extended warranty through Ford so I did not think there would be a problem getting it replaced. Imagine my surprise when the dealership tells me the repair was denied by Ford, stating it was clearly "owner damage." After several visits to the dealership, and more pictures, it is still not going to be replaced. The dealership advised me that they wanted to try to "help me" by having it "repaired". When I told them that seemed like a waste of their money as the problem was not going to be fixed and it would just be damaged again they said not to worry, they would fix the problem by adjusting the frame and then it would not happen again. So my question is..if there is a problem with the frame that led to the damage how could that possibly be my fault and why are they not replacing the vinyl instead of putting a big, ugly patch on my perfect Mustang that doesn't even have a scratch on it !!! Has anyone ever had this problem and what did you have to do to get it fixed ?? Help, I'm desperate :(
  2. Haven't had that problem, but I would recommend you contact Ford Customer Service. Unless they provided more details justifying how it was "clearly 'owner damage'", I'd be pressing them to fix it. I'm assuming it has somehow pinched in the top frame (based on your description that the dealership said they could adjust the frame so it would not happen again). I'd ask them to explain how that is an owner-caused problem when the top automatically retracts, and to put it down, the owner must be in the driver's seat, such that you can't observe the top being folded as it is retracted.

    PM Ford Customer Service on this site. They have a user name of "Ford Customer Service" or some abbreviated version of that, but I don't know how to link to a user name on here.
  3. Thanks, I appreciate the help. I don't want to go with a patch/repair unless I have to.
  4. Hey MRSL,

    As these awesome members mentioned, PM me with your VIN, dealer, full name, mileage, and best daytime number. I’ll get this reviewed.

  5. Oh, you are the best Deysha. I am (obviously) new here and I can't for the life of me figure out how to PM someone. Once I figure it out I will take you up on the help.
  6. Hey, I figured it out.......
  7. Thanks, MRSL! I'll get back to you as soon as possible.