NHTSA Complaint #10060587 — 2003 FORD F-350 SD

JANUARY, 2004, THE FIRST "REAL" LOAD IN MY NEW 2003 FORD F-350 "SUPER DUTY" TRUCK, WAS MY HARLEY-DAVIDSON FLHR. IT LOADED WITH NO APPARENT PROBLEMS. ON OFF-LOADING OF THE MOTORCYCLE, AS THE REAR TIRE ROLLED ONTO THE LEADING EDGE (LOWER EDGE) OF THE TAILGATE, THE TAILGATE CRUSHED. I SPOKE WITH THE PURCHASING DEALERS SERVICE MANAGER WHO AGREED THAT THE PROBLEM WAS UNUSUAL AND PROBABLY SHOULDN'T HAVE HAPPENED. HOWEVER, HE WOULD NOT WARRANTY THE TAILGATE. I WAS REFERRED TO THE FORD FACTORY SERVICE "REP." HE AGREED THAT HE DIDN'T THINK THE TAILGATE SHOULD HAVE FAILED, BUT HAD NO BASIS FOR WARRANTY. THE TWO SERVICE MANAGERS REFERRED ME TO THE FORD CUSTOMER ASSISTANCE CENTER. I CALLED THE CUSTOMER ASSISTANCE CENTER TWICE, HOPING TO GAIN ADDITIONAL INFORMATION. I WAS TOLD THAT FORD HAS TAILGATE SPECS AVAILABLE TO THE DEALERS THROUGH THE "FORD TECH HOTLINE." I CONTACTED THE DEALERS GENERAL MGR. HE "LOOKED INTO IT" AND SAID THAT FORD DOESN'T OFFER SPECS OR CAPYS FOR TAILGATES. THEREFORE, HE WOULD NOT WARRANTY IT. I FILED A COMPLAINT WITH THE FORD DISPUTE SETTLEMENT BOARD (DSB) PER MY OWNERS GUIDE. THE COMPLAINT WAS VERY DETAILED. I ASKED THAT THEY DETERMINE IF FORD OFFERED SPECS AND CAPYS ON THEIR TAILGATES - IF SO, AN OBJECTIVE DETERMINATION COULD BE MADE AS TO WHETHER OR NOT I MET OR EXCEEDED THOSE SPECIFICATIONS. IF I DID, THE FAILURE WOULD BE ON ME; IF NOT, THE FAILURE SHOULD BE COVERED UNDER WARRANTY. THE DSB RESPONDED: ...WE REGRET TO ADVISE YOU THAT THE CONCERN STATED IN YOUR APPLICATION DOES NOT FALL WITHIN THE JURISDICTION OF THE BOARD....IF THE PROBLEM STILL REMAINS, YOU MAY CONTACT THE FORD CUSTOMER ASSISTANCE CENTER AT 1-800------ FOR FURTHER ASSISTANCE. I HAVE COME FULL CIRCLE. TO DATE, NO ONE AT FORD MOTOR COMPANY IS WILLING TO DISCUSS THIS TAILGATE FAILURE IN OBJECTIVE, MEASURABLE TERMS. APPARENTLY, THERE IS NO AVENUE TO PURSUE OUTSIDE OF THIS LOOP OF DEALERSHIP TO FORD ASSISTANCE CENTER AND BACK TO THE DEALERSHIP. *JB