My vehicle had warranty recall work…
My vehicle had warranty recall work done on my high-voltage battery by Bennett Dunlop Ford in July of 2025. In Jan 2026, I started getting a warning light indicating a problem with my high-voltage battery connector. Took it to the closest dealer (Ocean Park Ford in Surrey, BC). The issue is a broken high-voltage connector and improper connector installation.
Ocean Park Ford claims this isn't a warranty issue they can cover, and that I have to go to Bennett Dunlop Ford in Regina to get them to cover this. Bennett Dunlop Ford denied the claim.
Ford Canada's complaints department (oddly named Customer Advocates) informed me they couldn't do anything; I had to deal with the dealership.
I asked to speak to a supervisor at the FORD Canada call center to learn about the next steps in their complaint processs and I was initially heavily discouraged from doing this, and then they promised me a call back within 2 hours when I insisted that asking me to mediate between two dealerships wasn't a satisfactory or an appropriate response. It has been 3 weeks now...no call back.
In the Systems world, this is referred to as Structural Incompetence. A legal arrangement (in this case Dealerhip agreements) or a policy that makes a company incapable of or unlikely to respond to an issue.
As a customer, I should not have to either work around, mediate, or negotiate settlements between dealers or be stuck with the $2300 bill.