Does a dealer have an obligation to fix a problem listed in a technical service bulletin at their cost?

Question

I have a 2001 Ford Taurus purchased about 14 months ago with a transaxle problem. I had purchased a third party warranty and they denied the claim stating that a technical service bulletin had been issued for that problem. Sure enough, page 4, paragraph "D" of the warranty contract showed that technical service bulletins negated a claim, but there are over 200 on our car! Manufacturers issue them for problems that don't occur enough to warrant a recall. This helps service shops to more quickly and accurately diagnose common problems. But today, a mechanic at a tractor dealership told me that Ford would cover a repair needed if a technical service bulletin had been released. Can I get a Ford dealer to repair this for me at their cost?

Thanks guys. You all told me what the dealer already did. Yes, I did end up getting a pro-rated refund, but no one ever told me about the exceptions. I ended up taking it in the two hole and losing $400. Lesson learned. Thought I was above getting scammed, but we all learn. The company though did everything they could to not get me back my money and tried to keep ignoring me so they could keep more of my $. (Longer they wait, the more that gets pro-rated in their favor)

Answer 1

I am a warranty claims adjuster, and the dealer is right. The actual disclaimer is 'for any repair that is required as an update, or as a service bulletin, or a recommendation of a repair facility does not consitute a failure and is the responsibility of the contract holder". Service bulletins are not written because there isn't enough problems to warrant a recall. Service bulletins are written for things, for example, a weird noise, from a part that doesn't pose a safety risk. Take for example the GM service bulletin on steering shafts. The GM steering shaft lube dries out allowing a knocking noise when the steering wheel is turned. This is a bulleting because the shaft isn't breaking or posing imminent danger. The part doesn't actually fail. In contrast, the 2004-2006 Toyota Prius was recalled for the noise from their steering shafts, because the shafts are actually breaking and causing steering loss. TSBs do protect against the dealer paying for a repair, because usually the problem is a nuisance noise, or a problem causing you a headache, even though the parts are still operating within specified limits. TSBs do help shops timewise as well, because all of the guess work and hunting ghosts was done for them by the engineers. Hope this isn't too costly for you. Good luck.

That guy who answered above me is quite slanderous. Warranty companies do not try to save money by denying claims. When you buy an extended warranty, it is in black and white in Exclusions that a service bulletin is not a failure. Breakdowns are defined on the first page of the warranty. If a TSB is on your axle for making a noise, no, noises are not failures. If your axles snaps in two, listed as a result of not taking care of a TSB on the axle, the warranty is more than happy to cover the repair. Noise - not a failure. Safety issue or breakage - failure. It is that simple. That guy who answered above me is going to lead you astray. Sorry for the reputation that warranty companies get, but the judge rules in favor of the warranty contract you signed, which specifically excludes a service bulletin. As a matter a fact, it wouldn't get to a judge. Your lawyer would advise you, that your contract excludes TSBs and charge you 150.00 for what i just told you for free.

"No one ever told me about the exceptions" - Did you read your warranty contract before you signed it? There is an entire section devoted to EXCLUSIONS and WHAT IS NOT COVERED. Of course you were told what the exceptions are.

Answer 2

Technical Service Bulletins (TSB's) are addressed while the vehicle is under the original (manufacturer's) warranty. If the technician has read the TSB and your symptom applies to the TSB, a technician should perform the repair or adjustments under warranty at no cost to the consumer. The dealer may give an estimate for diagnostic time the the consumer would be responsible to pay if the problem is not covered under warranty,a TSB or a recall.
TSB's and recalls are two different things.
A recall (campaign) is a repair mandated by government regarding safety. That includes emissions, seat belts,air bags, tires, brakes, steering or anything else that can adversely effect the environment or the safe operation of the vehicle. A recall usually continues for a reasonable time after the warranty expires and consumers owning vehicles that are included in the recall are sent contact letters advising them ofthe recall. It should not matter if a person is second or third owner.
Many people confuse TSB's with campaigns.

TSB's are not mandatory and are covered during the original warranty at no cost to the consumer. After the warranty period expires a person may contact the dealer first and speak with the service managment for assistance. If they refuse to help one can try the 1- 800 Customer Service number in the rear of the owner's manual and request consumer assistance. The manufacturer may help or maybe not. Usually if the vehicle is just out of the warranty terms they will help if you can show that the problem was present before warranty expired.

Most states have a consumer protetion agency that can assist you. The aftermarket warranty company is ripping you off. This is how they make money by not paying on claims. The factory warranty is expired on that vehicle. The dealer will not be do a TSB under warranty if the OEM warranty is expired. The clause in your aftermarket warranty is meant to save the warranty company money if the repair is covered under the manufacturer's warranty. If the warranty was still active the TSB would cover the repair. The warranty inspector is trying to get out of paying for a worn transaxle. The TSB disclaimer clause does not apply here because the vehicle is no longer covered by the TSB and manfacturer's warranty. Take them to court or fight back through your government. The contract covers main powertrain components. They need to take care of it.
Check with the state government consumer protection agency to see if they can help.
If you have to go that far remember, a judge will usually rule in the consumer's favor.

Answer 3

Ford Technical Service Bulletins

Answer 4

Ask a Ford dealer! But if this in not a safety recall issue, I don't think the dealer or the manufacturer has an obligation to make repairs for free. Many Tech Service Bulletins cover issues that are considered to be normal wear, and are the owner's responsibility to make repairs as needed.

Answer 5

Don't ever buy an extended warranty w/ a 3rd party. They are such a waste of money as you can see. The dealer got a commission on that by the way. That's what they call the "back end profit". Everyone is right about the TSB. It's not a free fix.

Answer 6

sorry but no dice. tsb's are only there as info to help diagnose common concerns in a vehicle. cars are only recalled if there is a risk of a crash, injury, fire, or death. they are safety recalls. the cost unfortunately is going to come out of your pocket no thanks to the warranty you purchased. by the way, those things rarely pay for themselves. next time you buy a car, take the money you would have used to purchase the warranty and set it aside. that will pay for almost any major repair. also, were you told that tsb's negated a claim when you purchased the warranty? I'd be talking to someones supervisor and at least getting a prorated refund if not threatening a law suit. ( the salesman told me this warranty will help me sleep at night knowing if something on my car breaks it'll be taken care of....) and a blind man on a red horse won't see it from my house. good luck.

Answer 7

I've seen technical bulletins being covered ONLY if you're still under factory warranty.

Answer 8

You need to get a recal letter from Ford before the dealer will fix it for nothing.

Answer 9

A dealership won't repair ANYTHING that they won't get reimbursed for either from the factory, or the customer.

You may be able to talk them down on the price close to their cost, but they won't do it for free.

Answer 10

Exactly---dealers will only pay for it if its a recall or or under warranty