Seeking advice on rear glass warranty claim

[mikegmarsh]

Two weeks ago I noticed a 15" crack in the rear window of my 2023 AT. There is no sign of stone chip damage and the crack seems to be on the inside of the window. My local Lucid customer service (Natick, MA) isn't arguing the cause of the crack but they told me the issue is not covered because their "internal warranty policy" says "Stress cracks due to manufacturing defects are covered under the New Vehicle Limited Warranty for 1 Year / 12,000 miles (20,000 km) whichever comes first." They also said since I was not the original owner (I bought the car with 2k miles) the warranty is not valid.

I've read the New Vehicle Limited Warranty that we received when we purchased the car and there is nothing in there about glass at all. How can an internal policy contradict the published warranty which is a formal contract between the buyer and the company? Does anyone have experience with this issue and suggestions about how I should proceed? Per the warranty document I contacted the Customer Care Manager at 888-99-LUCID but they simply referred me back to the Natick center who, surprise, surprise, repeated their earlier statement.

 

[Tâm]

Two weeks ago I noticed a 15" crack in the rear window of my 2023 AT. There is no sign of stone chip damage and the crack seems to be on the inside of the window. My local Lucid customer service (Natick, MA) isn't arguing the cause of the crack but they told me the issue is not covered because their "internal warranty policy" says "Stress cracks due to manufacturing defects are covered under the New Vehicle Limited Warranty for 1 Year / 12,000 miles (20,000 km) whichever comes first." They also said since I was not the original owner (I bought the car with 2k miles) the warranty is not valid.

I've read the New Vehicle Limited Warranty that we received when we purchased the car and there is nothing in there about glass at all. How can an internal policy contradict the published warranty which is a formal contract between the buyer and the company? Does anyone have experience with this issue and suggestions about how I should proceed? Per the warranty document I contacted the Customer Care Manager at 888-99-LUCID but they simply referred me back to the Natick center who, surprise, surprise, repeated their earlier statement.

Glass warranty in the auto industry is the hardest one to get them to pay. Usually, their reason is it's not a manufacturing defect. In your case, it's refreshing that they accept the cause as a manufacturing defect.

Since it was an internal policy contradicting the warranty, they should have kept it internally and not revealed it to the public, or they would have risked a small claims court suit.

 

[mikegmarsh]

Thanks for the response. I wasn't clear enough in what I wrote. The Natick service center is not admitting or denying the crackis caused by stress. They say it doesnt matter as as their internal policy is stress cracks are only covered for 1 year.

I wonder if there is some other channel to challenge their position. In the Limited warranty there is reference to BBB Auto Line, and out of court dispute resolution program/ Has anyone had reason to work with them and what was the result?

 

[ColoradoKent]

We had a stress crack in the rear glass and the company replaced it promptly. Of course, we had the car only 9 months at the time.