December 3, 2018
I've experienced a problem with the leather seats (front and rear) in a 2017 Fusion platinum. Although the mileage is very low (less than 10,000) and the usage is very gentle (neither my wife nor myself are big people), the leather seats cushions panels are wrinkled. The leather has been wrinkled from the day the vehicle was delivered. John Desmond (Service Manager) has worked diligently to get this situation corrected. Initially, after asking Ford Motor Co. (FMC) to replace the seat panels under warranty, he received a corporate reply denying the claim, but suggesting that there MAY be a more "conservative: approach to resolve the problem. Taking the initiative, John arranged for all four of the existing leather seat panels to be "re-stretched" at a local upholstery shop. The "fix" worked briefly, but now two of the seat panels (left front, right rear) are again wrinkled. John has, once again, asked FMC to approve and provide new leather seat panels under warranty. FMC has refused, claiming, this time, that wrinkled leather seats are "normal" and therefore not covered by warranty. REALLY? I have never ever experienced a problem like this on any other vehicle that I've owned. Have you? Have you ever owned a vehicle with leather seats before? Did they wrinkle? I didn't think so. The Machens dealership is fortunate to have an employee like John Desmond. I truly appreciate people like John trying to do the right thing, but am sorely disappointed in FMC's bogus position on a less than quality product.