Gorilla Glass Warranty Claim

[ShadowsPapa]

Even if that’s the case, and it may very well be, there’s no excuse for the lack of communication. Thats inexcusable imho.

100% agree - THAT's the kicker. Just knowing the truth will make a lot of folks just a bit more at ease or feel better about things. It's this not knowing BS that's getting to be a bit much.

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[MikeInMo]

Interesting. My service guy told me there was no warranty on glass. The warranty is pretty vague tho. Sounds like it’s up to their discretion. I’m gonna call and ask. Here’s mine five days after vehicle purchase. I didn’t have a chance to fix it because it ran right away.

There is most definitely a warranty on Gorilla Glass. There is some discretion about coverage, but I have been led to believe it isn't a dealer level decision. That approval is what I am supposedly waiting on.

My read on the warranty limitations is that "typical" windshield damage is what is covered. Road debris is what caused my damage and is warrantable.

Your damage looks similar to mine from a different spot. Can you feel the crack on either side of the glass, or is it entirely contained in an inner layer?

 

[MikeInMo]

I'd disagree with that - look at how long some of the other parts are taking, and people are being told that the Gorilla Glass windshields aren't even available as replacements - if a person gets a busted windshield (non-GC) and want GC glass as a replacement, they are being told it's not available. So it makes sense that it's taking forever to get a replacement. They aren't available for installation to new customers - maybe because there aren't any in the channels yet.
I've not heard back from a friend who works at Corning - he was going to look into the availability of these windshields as replacements. Apparently there are issues getting these like there are with axles and other parts.

We haven't even gotten to actually getting the replacement, just getting it authorized.

If that is the issue, nothing has been said about it. Based on the what I've been told, I doubt they have a clue about availability.

This whole thing boils down to poor communication and customer service right now. There doesn't seem to be any sort of effort to move this forward.

 

[ShadowsPapa]

The thing about windshields is that they can be cracked and you not "feel" it with a fingernail.
The inner layer isn't glass so it doesn't crack. It's what flexes and holds things together - and in a way absorbs some energy.
I had a crack all the way across the windshield on my F250 (1995) for several weeks (ok, a couple of months or more) and never could feel it with a fingernail or finger. It started with a rock impact and grew left and right clear across. I could feel the chip but not the crack itself. Similar with the VW bunny I had for a while (it was too meek and lame to be called a rabbit, it was a bunny). IT was really spider-webbed when the kid of the guy I bought it from was messing around with a friend and his friend landed on the windshield. Bitch to drive on a sunny day but most of the cracks you could not feel.

 

[MikeInMo]

I don’t doubt that it’s better but I’m looking at it from a cost perspective. Normal glass gets dinged and I can get the chip repaired for free or the entire windshield replaced without much fuss. Not sure how that works with insurance claims on GG.

It was $195 option (at MSRP) to get GG. To me, it seemed like a good bet to avoid replacing a windshield for two years, either from withstanding damage or getting one replacement.

 

[MikeInMo]

The thing about windshields is that they can be cracked and you not "feel" it with a fingernail.
The inner layer isn't glass so it doesn't crack. It's what flexes and holds things together - and in a way absorbs some energy.
I had a crack all the way across the windshield on my F250 (1995) for several weeks (ok, a couple of months or more) and never could feel it with a fingernail or finger. It started with a rock impact and grew left and right clear across. I could feel the chip but not the crack itself. Similar with the VW bunny I had for a while (it was too meek and lame to be called a rabbit, it was a bunny). IT was really spider-webbed when the kid of the guy I bought it from was messing around with a friend and his friend landed on the windshield. Bitch to drive on a sunny day but most of the cracks you could not feel.

I understand that. Over the years I have had a mix of whether you can feel it or not. There is nothing to feel on this one, including at the impact. I am just curious if this is typical for GG.

 

[ShadowsPapa]

I understand that. Over the years I have had a mix of whether you can feel it or not. There is nothing to feel on this one, including at the impact. I am just curious if this is typical for GG.

The Gorilla Glass is the layer that is in the cab - the one closest to the people in the truck. The outside layer is still the normal glass and the middle is still the flexible piece that holds it all together.
Can't say one way or the other is "typical".

 

[Kevin_D]

I highly suggest if anyone wants GG, go with HPG.

It's HGP: Hyperperformance Glass Products.

Kevin

 

[DazedFred]

I just got my Jeep back from the dealership after about a 2 months process and 1.5 of that with the Jeep sitting on their lot with no windshield at all. Cracked my windshield within 10 days of getting the Jeep. The dealer didn’t process the insurance yet for the windshield and now I am going to push this glass warranty on them since we have not had the best experience with them. They just failed to communicate with us.

thanks for sharing the document, hopefully it works for my case.

 

[ShadowsPapa]

It's HGP: Hyperperformance Glass Products.

Kevin

Yes, and they partnered with Corning to make the windshields using Corning Gorilla Glass.
So either way, the inside-facing layer will be Corning Gorilla Glass, the windshield made by HGP.

HGP is a privately owned American company in case anyone cares.

 

[Mjolnir]

It's HGP: Hyperperformance Glass Products.

Kevin

Damn it i always fuck that up LOL

 

[Summitsearcher]

Find a good dealership and they will take care of your problems without causing new problems.


Full coverage glass insurance is cheaper than that and will replace your windshield for free.

Well Justin looks like the first one is on me. I definitely learned my lesson. My bad.

 

[ZoneArc]

The Gorilla glass doesn't hold up any better than the standard windshield, and considering the premium cost and warranty claim issues, you're almost better going with the standard windshield and paying the $250 for a local windshield installer swapping you out per incident.

The better solution is to get ExoShield on your $250 replacement and skip the Gorilla Glass. You'll get much better protection this way. It'll usually run you $400 for the install.

https://www.getexoshield.com/persona/adventurers

 

[ajstx09]

I had to use the warrany on mine less than a month owning my JT. I had the GG Included on my factory order. Less than 1500 miles and I had about a 3 inch chip/crack. Took it to my local dealer on a Friday and they said “the guy who works this claims is off today, come back Monday cause he uses a special tool to analyze the crack” I was like oh ok sure. I come back Monday and didn’t ask for anyone specific, just some random service agent helped me. He took a picture with his special tool (IPHONE), he then needed a copy of my invoice to prove the GG was in the factory order. I had to call the dealer where I bought it and have them email it to me, they didn’t want to at first but ended up doing it. Then the guy ordered the glass and it was installed the next day.

it’s been about a month since. I have two chips in it already and I have to take it back because there’s a wind noise coming from it when I drive over 60 mph and if there’s any cross winds. Super annoying.

IMO, the GG sucks. The only good thing was that I got a replacement for free but I still got chips in it within a few days. Normal driving on the highway, haven’t even been off road yet.

 

[MikeInMo]

As the owner of several Jeeps and many more Jeep windshields over the years, I jumped at the opportunity to get a Gorilla Glass windshield for my Gladiator. I did not expect to have to replace it less than a month after taking delivery, but things happen. If you aren't familiar, the GG windshield has a two year limited replacement warranty. Basically, they won't replace it for small chips or major accident type damage.

Long story. TLDR - I am now more than two weeks waiting to get a warranty replacement authorized. Skip to Rant Over if you don't want the details.

My incident occurred on my way to work on Friday morning 10/29. I was on the highway and heard a loud pop that made me jump. Because I have done enough windshield claims over the years, I know the time, location, and weather conditions (40s and rainy) when it occurred. By the time I got to work about 10 minutes later I had two cracks emanating about a foot in each direction from near the bottom edge of the windshield near the driver side wiper. When I got to work, I saw there wasn't a typical bullseye, and I could not feel the crack. The GG top layer took the impact, but an inner layer cracked. I called a local dealer service department that morning and got an appointment for Wednesday 11/3.

I dropped my truck off on 11/3, and they kept it all day. When I called that afternoon to check on it, I was told they didn't know anything about the GG warranty and had not had a claim for one to date. I emailed the service advisor a link to the Mopar GG page that includes general information, the warranty, and even the replacement part number. My advisor thanked me for the information, told me they didn't have a windshield in stock, and it would be a couple days before they got one in. When I went to pick it up, the advisor took a couple pics of the crack to include in the warranty claim. If you're wondering: Mopar Gorilla Glass Information

On Sunday 11/7, I noticed the cracks were running and were now within six inches of the edges of the windshield. I took a couple pictures and emailed them to my advisor to look at Monday and asked for an update. No response.
Second email on Monday 11/8. No response.
Phone call Tuesday 11/9. He was out. Someone else would call me back. No response.
Phone call Wednesday 11/10. Voicemail. No response.
Phone call Thursday 11/11. Voicemail. No response.

All I want is an update at this point. My messages have been polite but firm. As frustrated as I am, I know getting ugly will get me nowhere even faster than I am already getting there. Continuing on....I was on that side of town early afternoon Thursday 11/11, so I stopped by the dealership. My advisor was there. He told me he was waiting on a response from the "Digital Imaging Claims Department." I asked if this long of a response was typical and if there was a way to follow up or expedite. Blank stare. He said he would call me back by the end of the day. You guessed it. No call that day or Friday 11/12.

I emailed again Monday 11/15 asking for a call back by noon. I got an email response that the "Digital Imaging Claims Department" wanted pictures of my VIN plate, odometer, and the cracks (all info he had already). I sent pics in less than 30 minutes. I have heard nothing back even though I have followed up.

In the meantime, I did contact @JeepCares last week to see if there was anything they could do. All they did was confirm there is a warranty and tell me to work with my dealer. Pretty much useless.

Rant Over

Has anyone else had a GG replacement claim through the factory warranty? What did your process look like? Any pointers?

Does anyone know anything about the Jeep/FCA/Mopar/Stellantis/Lee Iacocca Memorial "Digital Imaging Claims Department" that seems to be a blackhole for my service advisor? What are typical response times? Is there a way to follow up with them? Is this even the correct way to process a windshield claim? This claims process seems similar to what a lot of auto insurance companies are using to process/estimate accident claims. While fraught with their own issues, taking more than two weeks to respond does not seem to be one of them.

I am open to any and all suggestions. This should not be this difficult.

I was really hoping to post a positive resolution to this by now, but alas....

So after getting a little hope from my follow up on 11/15, radio silence again for the rest of the week.

I stopped by the dealer service department on Monday 11/22 and went straight to the desk of who appeared to be the assistant to someone in charge. I calmly told her I needed to speak to someone in charge who could actually get something done. After a few minutes of running around, she ended up putting me with another service advisor who sat down with me and went through the whole situation. It took less than two minutes to figure out MY WARRANTY CLAIM WAS NEVER SUBMITTED by the previous service advisor. Three weeks wasted.

So we sat there and went through the entire claim submittal process, and I was promised a call back the next day Tuesday 11/23. Things seemed to be going the right direction. I got a call the next morning. Claim denied because the service advisor used the word chip in the description of damage even though multiple pics included clearly show the cracking. He said would resubmit and get back to me by the end of the day.

As of this morning Monday 11/29 I still hadn't heard anything back. I'm frustrated and disappointed but can't say I'm even a little surprised at this point. It is now a month since the original crack on 10/29. I had a busy morning so I shot a quick email asking for an update. I got a response saying that an area manager who might be able to help is on vacation. I responded that this needs to be escalated to whoever can actually do something now. A month to get this done is too long. A month to be stuck on step one of the process is incompetence.

To me, this is a 90% dealer service department issue / 10% Jeep warranty process issue. This is not a technical issue at all.

Maybe this week.....

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