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Topic # 239488 20-Jul-2018 14:50
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OK so before I begin, I will start by saying that I have stuffed up along the way - if I had taken action a bit earlier this maybe wouldn't even be an issue.

 

Anyway, the story goes like this. I bought a new Ford Ranger in November 2016 and less than 45 minutes after I picked it up, the windscreen was hit by a large stone from an oncoming truck, cracking the screen horizontally.

 

I called my insurance company (AA) and they were happy to arrange for a replacement screen. I duly dropped the vehicle at Smith & Smith in Christchurch, and they replaced the screen with a genuine factory Ford replacement, and arranged to have the lane guidance and collision mitigation systems recalibrated at the closest Ford dealership. No problems so far.

 

Everything seemed fine, however last winter (when the sun got very low in the sky) I noticed that the windscreen was quite hard to see through when driving toward the sun late in the day (which I do for about half an hour on my way home). At first I thought the windscreen was just dirty, however after I cleaned it, it was pretty clear that the "crazing" I could see which was partially obstructing my vision was actually manufactured into the glass itself - in other words, there appeared to be a problem with the lamination and there was a fault in the manufacturing process.

 

Here's where my mistake comes in. Last winter I would always get home, start to light the fire, get side-tracked by other homely duties, and promptly forget to do anything about the windscreen. I did this over and over again, like a bloody goldfish. As winter passed, and the sun was higher in the sky on my way home from work, the sunstrike went away and I then forgot about the issue entirely.

 

Queue this winter, and the problem has reared its ugly head again. For the last couple of weeks, I have been meaning to finally do something about it. On Wednesday this week, I drove to Smith & Smith after work, and in perfect "low sun in the sky" conditions, I demonstrated to the shop manager what my issue was:

 

Click to see full size

 

Click to see full size

 

The issue is incredibly hard to photograph, but the pictures above pretty accurately reflects what I see the whole time I am driving home at this time of year. Interestingly, the screen is crystal clear and easy to see out of when the sun is not low in front of me, hence why it's not a problem most of the year (and why I kept forgetting about it).

 

The Smith & Smith manager agreed that there was indeed a fault - possibly due to manufacturing, but then proceeded to tell me that because it's a genuine Ford windscreen, I'd have to go back to Ford. When I argued that I got the windscreen from Smith & Smith (and I am therefore his customer), he said it made no difference and that for a warranty issue, I would have to go back to Ford. Righto then.

 

I then rang my friendly Ford dealership and they advised me that whilst the windscreen may have been supplied by them to Smith & Smith, I'd need to provide an invoice number for it before they could consider doing anything to assist. This makes sense - they sell/supply literally hundreds of screens to the local Smith & Smith each year so without a purchase order # or invoice number, they'd never find the paperwork.

 

Frustrated, I call AA and advise them of how much trouble I am having, and ask if perhaps they might have paperwork showing the actual purchase details for the screen from Ford. They don't, but they do agree to go into bat for me with Smith & Smith.

 

Yesterday, I got a call from AA, and they said they had spoken to Smith & Smith, who now agree that they will replace the windscreen with a new aftermarket one. I tell the AA person that while that is a nice offer, I'd really just like to get the proof of purchase of the Ford windscreen so that I can go down the route of claiming on the Ford parts warranty. Then later on yesterday, I got another call from AA advising that the Ford factory windscreen only carries a 12 month warranty (which has now expired) so my best bet is to take the aftermarket windscreen on offer by Smith & Smith.

 

Now I don't know what to do. Do I just cut my losses and take the aftermarket screen on offer? Both AA and Smith & Smith say that an aftermarket windscreen will not affect my 3 year Ford vehicle warranty - something I intend to confirm with Ford today. But I just hate the thought of using an aftermarket part on a vehicle that is not yet 2 years old.

 

I realise the Ford warranty on the replacement windscreen has expired due to my tardiness in getting it looked at, but I would have thought that a clearly established manufacturing defect should not be subject to a time limit, and it would fall under the Consumer Guarantees Act anyway in terms of fit for purpose/acceptable quality etc. Of course, Ford could ague that they didn't supply the screen to me, but to Smith & Smith, and therefore the CGA doesn't apply....

 

What does everyone think? Am I being too picky? Should I just be thankful and take the aftermarket screen on offer? Or should I go back to Ford and argue for replacement with a genuine screen citing the CGA?

 

[EDIT: Adjusted photo sizes]


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  Reply # 2059339 20-Jul-2018 14:58
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I'd argue 12 months isn't a reasonable warranty period for a new windscreen under the CGA, supplemented by the fact that the fault appeared within 12 months anyway.

 

Also, CGA states that you can demand the retailer rectify, so you could argue to Smith and Smith that it IS their fault, and they can sort out their paperwork or buy you a new one


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  Reply # 2059341 20-Jul-2018 15:01
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I have had the same issue, I had a replacement screen in my BMW and it had a manufacturing fault. See haze in the screen and also had foggy patches.
I took it straight back to Smith and Smith and explained the issue and advised them it was a faulty screen. They agree'd and spoke to BMW who wanted to look at it.
Drove it straight to BMW from there and had them appraise them. They agree'd it is faulty. 


Waited 3 days then Smith and Smith installed my new screen, they replaced the brittle damaged leaf shield for FREE and gave me new wiper arms and blades also for FREE as a "sorry this happened"!

Please call Smitha nd Smith head office, Explain your case. I feel personally this should have been followed up with MUCH earlier, I am surprised I did not see you state you cannot see anything in low light when headlights strike your screen. 

My screen would go full hazey white and I had to pull over as I could not see.

I am busy as heck so if you'd like to chat I can give you a call.

 

 

 

Cheers

 

 





 


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  Reply # 2059343 20-Jul-2018 15:03
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Also AVOID aftermarket screens. They have to be made to a slightly different dimension to be made legal and NEVER sit correctly and sometimes leak.
They are generally thinner and not up to the same quality standard. (Ford are known for thin crappy screens anyhow) 





 


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  Reply # 2059345 20-Jul-2018 15:05
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I believe that under the CGA Ford are classed as the manufacturer, and if Smith and Smith give you grief I can't see why you couldn't go directly to Ford.





Keep calm, and carry on posting.

 

 

 

Click to see full size Click to see full size


sxz

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  Reply # 2059347 20-Jul-2018 15:09
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CGA applies (as long as it's a consumer vehicle, and not work vehicle).

 

CGA applies to the supplier (Smith & Smith) and manufacturer (Ford).  If it's an installation problem (i.e. something Smith & Smith did wrong), then you can only go down the Smith & Smith route.  If it's a manufacturing problem, you can go Smith & Smith OR Ford.  Whatever is easiest for you.  

 

Don't accept any less than a Ford replacement. This is not a warranty issue, so those time-frames don't apply.

 

Don't worry about the delay over winter for you to seek repair.  Its a short enough time that it wont affect S&S or Ford's obligations to you.


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  Reply # 2059351 20-Jul-2018 15:14
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CGA. Has to last a reasonable period of time. It is surprising how many companies don't understand this, and still quote the manufacturers warranty.


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  Reply # 2059353 20-Jul-2018 15:19
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Stu:

 

I believe that under the CGA Ford are classed as the manufacturer, and if Smith and Smith give you grief I can't see why you couldn't go directly to Ford.

 

 

Correct, however OP has no proof of purchase until Smith and Smith sort out their paperwork, so I'd imagine Ford could reasonably decline.


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  Reply # 2059357 20-Jul-2018 15:23
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Coil:

 

Also AVOID aftermarket screens. They have to be made to a slightly different dimension to be made legal and NEVER sit correctly and sometimes leak.
They are generally thinner and not up to the same quality standard. (Ford are known for thin crappy screens anyhow) 

 

 

 

 

This is quite difficult to achieve - I have noticed that many of the insurers try and avoid paying for OEM glass if at all possible. What is the trick to getting them to agree?






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  Reply # 2059358 20-Jul-2018 15:23
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Theoretically, isn't AA insurance the customer in this, as they would have selected the repair agent and paid for the replacement screen. So shouldn't the OP contact AA insurance to sort it out? AA insurance should also have the invoices I would hope.


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  Reply # 2059359 20-Jul-2018 15:24
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Coil:

 

Also AVOID aftermarket screens. 

 

 

I 100% agree here, I have had several after market screens over the years and find they are not optically neutral, they have wavy lines in them.

 

John





I know enough to be dangerous


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  Reply # 2059360 20-Jul-2018 15:24
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mattwnz:

CGA. Has to last a reasonable period of time. It is surprising how many companies don't understand this, and still quote the manufacturers warranty.



... so long as it’s a private vehicle and not a commercial or work vehicle?

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  Reply # 2059362 20-Jul-2018 15:25
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OP can insist that S&S rectify or replace, with another genuine item.

 

This assume that the OP is the consumer for the purposes of the CGA - is this is the case for something the insurance company bought?  I would have thought so but I just don't know.





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  Reply # 2059363 20-Jul-2018 15:26
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SATTV:

 

Coil:

 

Also AVOID aftermarket screens. 

 

 

I 100% agree here, I have had several after market screens over the years and find they are not optically neutral, they have wavy lines in them.

 

John

 

 

 

 

I had one that was not optically correct at the edges - things viewed through that part were bent.








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  Reply # 2059365 20-Jul-2018 15:28
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Coil:

 

I have had the same issue, I had a replacement screen in my BMW and it had a manufacturing fault. See haze in the screen and also had foggy patches.
I took it straight back to Smith and Smith and explained the issue and advised them it was a faulty screen. They agree'd and spoke to BMW who wanted to look at it.
Drove it straight to BMW from there and had them appraise them. They agree'd it is faulty. 


Waited 3 days then Smith and Smith installed my new screen, they replaced the brittle damaged leaf shield for FREE and gave me new wiper arms and blades also for FREE as a "sorry this happened"!

Please call Smitha nd Smith head office, Explain your case. I feel personally this should have been followed up with MUCH earlier, I am surprised I did not see you state you cannot see anything in low light when headlights strike your screen. 

My screen would go full hazey white and I had to pull over as I could not see.

I am busy as heck so if you'd like to chat I can give you a call.

 

 

 

Cheers

 

 

 

 

Thanks for all the info. I have just flicked an email off to Avon City Ford. It's my understanding that the replacement screen with the fault was ordered by and delivered to Smith & Smith through them, and they also did the instrument recalibration afterwards, so I am hoping that they can find some record of all that. I sent them the photos as well and asked for their help.

 

Yes, I do agree that I should have done something about it last winter when I first noticed the problem. I must say I haven't really noticed any issue at night with approaching vehicles BUT I have been complaining that quite a few approaching vehicles seem to have very bright/dazzling lights. It looks like I just failed to connect the dots in that regard - I just assumed these vehicles were using the new fangled and brighter lights, and it never occurred to me that the cause of the dazzling was also the windscreen.




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  Reply # 2059367 20-Jul-2018 15:29
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eracode:
mattwnz:

 

CGA. Has to last a reasonable period of time. It is surprising how many companies don't understand this, and still quote the manufacturers warranty.

 



... so long as it’s a private vehicle and not a commercial or work vehicle?

 

Yes it's my own private vehicle and not used for business.


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