November 6, 2018
I had been having a problem with the paint bubbling on the hood of my explorer and it had been painted 3 times while it was under warranty the last time being 03/16. In 10/17 the paint began bubbling on the hood again. I took it to the service department and the Service Manager, Robert Thompson, said the body shop manager said it needed a new hood. Mr. Thompson contacted Ford and they said it was not covered unless there was a hole in the hood. I spoke with Ford Customer Service, myself, and was told the same thing, even though Ford knows that the problem exists in the 2013 Explorers and is starting to show up in the 2014s and 2015s as well. Mr. Thompson had the dealership pay for a new hood and painted it at no cost to me and also warranted the repair. Mr. Robert Thompson should be commended for the customer service/relations that he provides. The Service Advisor, John Mark Hill, has been involved in the issue from the beginning and has waited on me for other service needs. He is an asset to the Deacon Jones Service Department and should be recognized for his excellent customer service as well.