All of the maintenance on my 2020 Ford Kuga 1.5 EcoBlue has been performed at Ford authorized service centers to date. About a year ago, the sunroof motor in my vehicle was replaced under the Ford 365 warranty by an authorized service facility.
On January 15, 2026, at 39,000 km (~24,000 miles), the sunroof shade started sagging on the sides and became completely unusable. The sunroof shade will not open, and the system does not work.
When I brought this issue to Kayseri Ford Ünallar Authorized Service, I was told that, despite all of the vehicle’s maintenance being done at authorized service centers, this malfunction would not be covered under warranty. They said the repair would be charged, and that even diagnosing the issue could cost an uncertain fee of about $230. They also said the exact cost to replace the sunroof shade was unknown.
One service representative even said, “Ford does not have a 10-year warranty policy; only Toyota does,” citing a competitor instead of addressing Ford’s own policies. That was the most concerning part of this process for me.
This attitude has seriously damaged my confidence in the Ford brand when it comes to post-sale customer satisfaction.
At our company, we have used Volkswagen Crafter commercial vehicles for many years. Even though that vehicle’s warranty expired about six years ago, Volkswagen voluntarily replaced the airbags free of charge under a recall last year.
Seeing this level of support for a vehicle with an expired warranty compared to the lack of support on my Ford Kuga—whose maintenance was always done at an authorized dealer—made the difference in post-sale service between brands very clear to me, thanks to Ford Ünallar service.
For this reason, even though I had been planning to consider Ford commercial vehicles, I left the Ford Ünallar showroom without even looking at any vehicles. This represents a clear loss of a customer and potential sale for Ford.
I request that Ford Turkey take this matter seriously, review the attitude of Kayseri Ford Ünallar Authorized Service, and repair my sunroof shade free of charge under the Ford 365 warranty.
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