2022 Navigator Headrest Stuck

[22NaviBL]

Our 2022 Navigator driver side head rest no longer goes front and back only up and down.  Dealer said it needs the entire assembly replaced and it not covered under the CPO warranty.  Just 3,000 miles outside the new vehicle warranty.  Called concierge and they are not able to do anything.

 

Has anyone had any luck fixing or replacing for far less than the dealer wants? 

[22NaviBL]

Actually got the formal estimate and it’s actually just over $2k!  Crazy and so short after warranty but with CPO.  I am shocked concierge is keeping me on the full hook.  
 

Heck my Dad has a 2017 Honda Pilot with 80k miles on it and the trans went, known issue, they still covered 60% of that cost.  I’ve been loyal as this is my 4th Ford/Lincoln vehicle but this will make me rethink next vehicle purchase.  

[twintornados]

On 12/23/2024 at 10:44 AM, 22NaviBL said:

..... but this will make me rethink next vehicle purchase.  

 

There it is.

[22NaviBL]

20 hours ago, twintornados said:

 

There it is.

There what is?  I’ve been a very loyal Ford customer and given how the CPO warranty reads, this should be covered.  They can’t even give me a valid reason for denial.  They just say we put a part number in the system and it comes back approved or not.  
 

I completely agree a normal headrest should not be covered and a part listed as headrest assembly should not be covered, however this headrest has a motor in it and the motor failed.  That falls under the mechanical and electrical side of the warranty.  
 

This is their flagship product, Black Label L.  Sticking me with a $2k bill after paying for the CPO warranty and only being 3,000 miles out of new vehicle warranty is poor customer service.  Offer me to split or something.  

Edited December 28, 2024 by 22NaviBL

[twintornados]

15 hours ago, 22NaviBL said:

There what is?  I’ve been a very loyal Ford customer and given how the CPO warranty reads, this should be covered.  They can’t even give me a valid reason for denial.  They just say we put a part number in the system and it comes back approved or not.  
 

I completely agree a normal headrest should not be covered and a part listed as headrest assembly should not be covered, however this headrest has a motor in it and the motor failed.  That falls under the mechanical and electrical side of the warranty.  
 

This is their flagship product, Black Label L.  Sticking me with a $2k bill after paying for the CPO warranty and only being 3,000 miles out of new vehicle warranty is poor customer service.  Offer me to split or something.  

 

It is out of warranty. Period.

 

Yes, it sucks but sometimes that is how it goes....I too am a loyal Ford customer to the point where FoMoCo stock is in my portfolio. But, lets look at some facts, You created your account here on Dec 21st presumably to see if you can find some sort of assistance and after finding none, you throw the "....but this will make me rethink next vehicle purchase." barb out there almost as a threat that if you cannot get this fixed under warranty you will never buy another Ford product ever again.

 

I don't really care what you buy since here in America, we can buy as we please but this is a Ford centric forum and sometimes I bristle at comments like the one you made. Sorry if it upset you. Your Lincoln Navigator BL is a sweet ride and a 2K repair, while a nuisance for sure, is not really a good reason to throw in the towel on the entire company. My 2023 Explorer has had a few repairs under warranty that make me think I may have gotten a "Friday Afternoon" special but I am considering replacing it with another Ford product....I have had dozens of Fords over the years and I will continue to enjoy the offerings of the Blue Oval and also come here to discuss my favorite car company.

 

Oh, sometimes I get upset and will go take a Mazda CX-50 hybrid or Toyota Crown out for a test drive, but it just feels "wrong" to me when I slide in behind the wheel of those fine brands. But when I sit in a Bronco Sport or a Lincoln Corsair hybrid, my mind is more at ease. Crazy? Sure...but I have been called worse. I seriously hope you find some sort of redress of your repair woes because it disappoints me too. Good luck with your Navigator.

[22NaviBL]

On 12/29/2024 at 6:20 AM, twintornados said:

 

It is out of warranty. Period.

 

Yes, it sucks but sometimes that is how it goes....I too am a loyal Ford customer to the point where FoMoCo stock is in my portfolio. But, lets look at some facts, You created your account here on Dec 21st presumably to see if you can find some sort of assistance and after finding none, you throw the "....but this will make me rethink next vehicle purchase." barb out there almost as a threat that if you cannot get this fixed under warranty you will never buy another Ford product ever again.

 

I don't really care what you buy since here in America, we can buy as we please but this is a Ford centric forum and sometimes I bristle at comments like the one you made. Sorry if it upset you. Your Lincoln Navigator BL is a sweet ride and a 2K repair, while a nuisance for sure, is not really a good reason to throw in the towel on the entire company. My 2023 Explorer has had a few repairs under warranty that make me think I may have gotten a "Friday Afternoon" special but I am considering replacing it with another Ford product....I have had dozens of Fords over the years and I will continue to enjoy the offerings of the Blue Oval and also come here to discuss my favorite car company.

 

Oh, sometimes I get upset and will go take a Mazda CX-50 hybrid or Toyota Crown out for a test drive, but it just feels "wrong" to me when I slide in behind the wheel of those fine brands. But when I sit in a Bronco Sport or a Lincoln Corsair hybrid, my mind is more at ease. Crazy? Sure...but I have been called worse. I seriously hope you find some sort of redress of your repair woes because it disappoints me too. Good luck with your Navigator.

Sorry I didn’t realize you were your own appointed brand ambassador and no one can speak negatively about the blue oval.  Yes it does make me consider a different brand at my next purchase because when you own their flagship and they come back wanting to decline a repair that should be covered, that’s a problem.  I don’t have that problem on my Volvo and Porsche. 
 

In the end I got them the understand that the component that no longer functions is a motor within the headrest, not the headrest itself.  The CPO is now covering it.  
 

Yes I just created my profile to ask this question because……. How else can I ask a question?  Doesn’t matter if you don’t agree with my opinion of my experience.  

Edited January 1 by 22NaviBL

[twintornados]

18 hours ago, 22NaviBL said:

Sorry I didn’t realize you were your own appointed brand ambassador and no one can speak negatively about the blue oval.  Yes it does make me consider a different brand at my next purchase because when you own their flagship and they come back wanting to decline a repair that should be covered, that’s a problem.  I don’t have that problem on my Volvo and Porsche. 
 

In the end I got them the understand that the component that no longer functions is a motor within the headrest, not the headrest itself.  The CPO is now covering it.  
 

Yes I just created my profile to ask this question because……. How else can I ask a question?  Doesn’t matter if you don’t agree with my opinion of my experience.  

 

Then go get a Volvo or a Porsche...I hear they never break down...but what do I know, I am only the "brand ambassador" for Ford.

 

 

 

Edited January 2 by twintornados

[22NaviBL]

9 hours ago, twintornados said:

 

Then go get a Volvo or a Porsche...I hear they never break down...but what do I know, I am only the "brand ambassador" for Ford.

 

 

 

You continue to misread my concerns.  I never said anything about issues with reliability nor did I ever say those two brands are more reliable.  My Explorer has been one of the more reliable vehicles I currently own. 
 

Once more my concern is that all they do is put a part number in a system and go by what it says.  I am aware that 99% of owners would just accept that, but I did not and even after concierge said they couldn’t do anything I kept on the CPO plan and finally they agreed based on my explanation that it was an electrical motor breakdown not a headrest issue.  
 

I do not have these issues in my CPO warranties with my other vehicles.  I used to not have these issues with my other Ford/Lincoln vehicles but things changed during Covid on how they are approving covered parts.  
 

So once again my comment of it making me consider a different brand when the Navigator is ready to be replaced is completely valid.  
 

You seem to be one of those guys that just likes to hang out in forums and be a part of any topic you can, even if you don’t own the vehicle you are responding to.  Maybe ask yourself why you keep responding to this thread? 

 

[twintornados]

3 hours ago, 22NaviBL said:

....You seem to be one of those guys that just likes to hang out in forums and be a part of any topic you can, even if you don’t own the vehicle you are responding to.  Maybe ask yourself why you keep responding to this thread?

 

You would be wrong....enjoy your Porsche or Volvo

[22NaviBL]

Keep on replying and proving my point. 

[twintornados]

On 1/2/2025 at 11:10 PM, 22NaviBL said:

Keep on replying and proving my point. 

 

Any time sweet cheeks....

[Dlcorbett]

Glad they fixed it for you.  I would've told them the headrest is a safety feature, and if it's not fixed, it becomes a liability to my safety.

[22NaviBL]

1 hour ago, Dlcorbett said:

Glad they fixed it for you.  I would've told them the headrest is a safety feature, and if it's not fixed, it becomes a liability to my safety.

I appreciate you contributing to this thread with a reasonable response.  
 

That could be a way to go about it, at least I was able to get the warranty company to agree to replace it after I provided specific wording with the contract that mentioned things like electric motors would be covered and that’s what failed, not the “headrest”.