Hankook tire warranty problem-dealer won’t file claim

[RMD3819]

Need thoughts on this.....

2019 Ranger 13K miles. OEM Hankook has a bulge in it. Discovered at Ford (selling) dealer quick lane during oil change and rotation. Service advisor tells me at the outset-before I call Hankook-that all tire companies are a PITA dealing with warranty claims.

I call Hankook who tells me he needs to speak with the dealer.

Adviser talks with Hankook and after sending pics and other details Hankook will pro rate saving me about $90. Adviser talks with his manger and comes back and says they have had so many problems getting paid from tire manufactures they won’t file the claim and-I’m not kidding here-the adviser is personally liable for the cost if they don’t get reimbursed from the manufacturer. He then goes on to tell detailed stories of his fellow advisers getting payroll deducted for these unpaid claims.

I call Hankook. They absolutely will not accept a claim from a consumer. I have a call into a service manager at Ford.

If it was a few bucks I would let it go-but it is $90. I offer the service adviser to pay full cost and he files the claim. If they get paid they reimburse me or I’ll even settle for a credit. He is going to ask his manager.

In the meantime the tire is on order and will be in tomorrow.

On the one hand this system essentially renders my tire warranty useless. On the other hand I could go to a Hankook dealer and roll the dice (and waste more time) but that might not work because on my initial call to Hankook they said since it is OEM it must go to an OEM dealer.

Ideas? How far should I push this?

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[jsphlynch]

How far should I push this?

Until you get your $90.

Your truck came from Ford with a defective tire, as verified by both the dealer and the tire manufacturer. You are entitled to the compensation offered.

I can totally understand why the dealer would not want to mess with the warranty claim, but that's their problem not yours. If they think it's not worth the $90 to file the claim, they should eat the loss, not you.

 

[Trigganometry]

I’m with Joe. It’s between dealer and factory to sort out with the manufacturer. You got prorated and got a hard number to run with. What it really comes down to is does the dealer want your future business and references or is stiffing you for 90 bucks worth all the bad PR that comes with it. Especially in today’s hellish market!

 

[Langwilliams]

That option of you paying an getting a refund or credit for future oil changes sounds ok. Now I'm glad I didn't order HandKook tires when I bought new tires Monday. Like you I don't know if a tire dealer would have any better luck. I've never had luck with tire or battery warranties.

Now you have me thinking about adding the road hazard tomorrow when I get tires installed. I haven't heard complaints about those.

 

[RMD3819]

You're right this should not be my problem. I’ll escalate this if they still hold the same position tomorrow. If they do I’ll stop by another Ford dealer and see how they handle these issues.

In 1995 I took Volkswagen to mediation and won. It was a wild seven month ride. This is nowhere near that complexity but I feel that same energy now for me to tackle this head on.

 

[Langwilliams]

You're right this should not be my problem. I’ll escalate this if they still hold the same position tomorrow. If they do I’ll stop by another Ford dealer and see how they handle these issues.

In 1995 I took Volkswagen to mediation and won. It was a wild seven month ride. This is nowhere near that complexity but I feel that same energy now for me to tackle this head on.

It might be their policy to make it a headache so after a few days of getting nowhere you figure it's only $90 an eat it.

 

[D Fresh]

Sounds like you need a new dealership. Any company that charges their employees for a flaw in their system is one I wouldn't do business with.

Also, if you want one. I'll give you a factory sized 17" Hankkook. Recently removed @, get this, 13k miles. You just gotta pay shipping or come get it.

 

[RMD3819]

Sounds like you need a new dealership. Any company that charges their employees for a flaw in their system is one I wouldn't do business with.

Also, if you want one. I'll give you a factory sized 17" Hankkook. Recently removed @, get this, 13k miles. You just gotta pay shipping or come get it.

Thanks for the offer but I have the 18”.

Tire didn’t come in today, supposed to be in tomorrow. I am going to stop by another Ford dealer and see what they say.

 

[Colo_Ranger]

Every dealership has a discretionary fund to handle issues like this. They can eat it, but they don't want to.

Try talking to a Discount Tire, if you have one in your area. I buy certificates (the DTC warranty) on every new vehicle. It's usually less than the cost of 1 tire and they are warrantied against road hazard (as well as rotations, balancing, flat repairs, etc). They will sell them on tires that come on new vehicles. If you take it to them now, you will probably have to do a 5 cert deal, which is 1 cert on the current tire that needs replacement, 1 cert on the new replacement tire, and 3 certs for the existing tires. Even then, you'll come out ahead and all 4 of the tires will be covered from here on out.

In all honesty, I am surprised that you are getting anything from an OE tire. They don't usually have any type of warranty. Bubbles in sidewall are just as likely to come from hitting something than from a defect. The bubble happens when belts shift inside the tire. Hankook could easily say that it was due to a road hazard and ... tough beans...

All that being said, given your situation of them telling you it's not worth their time to take care of you, I would absolutely push it at the dealer. If they still aren't willing to work with you, let them know that you will be escalating it to Ford directly. Then, actually reach out to Ford and let them know that the dealer is not willing to take care of a Ford customer. Be polite but assertive. There is nothing I hate more than poor customer service. No company should charge their employees for this kind of thing. It makes the service writer a LOT less likely to work to help anyone. I might report that policy to Ford on principle alone.

 

[RMD3819]

Update-
This morning I went to another Ford dealer. Guess what? They told me the exact same thing! No warranty claims through Hankook.

I am at Ford right now. I am going to pay full price and pursue alternative reimbursement. The second dealer’s response tells me this is an issue not to my specific dealer which means a broader push to Ford regional or corporate for resolution.

It will be an uphill battle but after my experience taking VW corporate to mediation this will be easy. I might not get my $90 back but the ride will be fun.
.

 

[WhyNot21]

I would just ditch the crappy OEM's and get quality tires at a reliable tire shop, like Discount Tire. Even if the tire was free, I would be a little concerned with having 1 new tire, along with 3 with 13k miles on them.

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