NHTSA Complaint #10047077 — 2000 FORD EXPLORER

MY 2000 FORD EXPLORER'S PASSENGER-SIDE REAR POWER WINDOW SHUDDERS WHEN IT IS ROLLED DOWN. YET FORD HAS INSTRUCTED ME THROUGH OUR LOCAL DEALER THAT IT IS A COMMON PROBLEM IN EXPLORERS, HENCE IT IS DEEMED "NORMAL." I HAD FOLLOWED THE PROPER CHANNEL TO COMPLAIN TO FORD'S VP OF CUSTOMER RELATIONS BUT THEY JUST NOTIFIED ME BY MAIL THE MATTERS CONSIDERED CLOSED. FOLLOWING ARE MORE DETAILS. 1. FIRST VISIT ON MAY 7, 2003. DEALER CLAIMED WEATHER STRIP WAS TOO BRITTLE. PART ORDERED. 2. SECOND VISIT ON JUNE 4, 2003. WEATHER STRIP REPLACED. PROBLEM PERSISTED. 3. THIRD VISIT ON SEPTEMBER 12, 2003. LUBED REGULATOR. PROBLEM PERSISTED. 4. LAST VISIT ON OCTOBER 22, 2003. DEALER CONTACTED FORD TECHNICAL ASSISTANCE AND WAS TOLD TO CHECK FOR LOOSE BOLT, WHICH WAS REPLACED. PROBLEM WAS STILL THERE WHEN I PICKED UP THE CAR. 5. SERVICE REPRESENTATIVE WAS INSTRUCTED BY FORD TO INFORM ME THAT THE SHUDDERING IS COMMON TO ALL EXPLORERS AND IS CONSIDERED "NORMAL." HENCE, THOUGH PROBLEM IS NOT FIXED, FORD WILL NOT AUTHORIZE ANY MORE REPAIRS. INDEED, AN EXAMINATION OF OTHER EXPLORERS IN DEALER'S LOT PROVE THAT MANY HAVE THE SAME SHUDDERING PROBLEM, WHILE SOME SHAKE EVEN MORE VIOLENTLY THAN MINE DOES. IN ALL CASES, THE PROBLEM SEEMED TO BE CONFINED TO THE REAR WINDOWS. EVEN THE DEALER REPRESENTATIVE ADMITS THE OPERATION OF THOSE SHUDDERING WINDOWS IS NOT NORMAL. I SUBMIT TO YOU THAT AN ILL-FITTED WINDOW THAT BINDS CAN SHATTER AND SERIOUSLY INJURE ANY PASSENGER SITTING NEXT TO IT. IF ALL EXPLORERS HAVE A LOOSE BOLT IN THE SEAT-BELT ASSEMBLY, THEY WOULDN'T CONSIDER THAT NORMAL JUST BECAUSE IT HAPPENS WITH HIGH FREQUENCY. BE IT A QUALITY OR DESIGN OVERSIGHT, FORD CANNOT BE ALLOWED TO USE A LOW STANDARD AS EXCUSE TO RENEGE ON A WARRANTY REPAIR. *LA