Gorilla Glass Warranty Claim

[joeym7]

How is this for an idea...This promo just came in the mail from MOPAR (claiming among other things it helps the cracked WS issue)...The "traditionalist" are likely to explode after seein this, but hey, after a cracked WS or two, I'd certainly consider it...And yep, my Mojave on order has the G-Glass fwiw.

https://www.allmoparparts.com/sku/82215367ab.html

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[ShadowsPapa]

I have noticed all newer chips and dings on the glass are up higher and bug splats have moved upward a bit (fewer in the lower 1/4 of the glass) but due to the way the windshield is sloped (meaning it really isn't very much) nothing will be perfect.
My first windshield got a crack from one of the very first chips and was replaced over a year ago. This one has multiple chips that glimmer in the sunlight and so far, no cracks. (I wish it was GG but it is not. My next one will be just because "what can it hurt")

 

[KX L]

How is this for an idea...This promo just came in the mail from MOPAR (claiming among other things it helps the cracked WS issue)...The "traditionalist" are likely to explode after seein this, but hey, after a cracked WS or two, I'd certainly consider it...And yep, my Mojave on order has the G-Glass fwiw.

https://www.allmoparparts.com/sku/82215367ab.html

I remember seeing somewhere on this forum a guy saying he had the deflector and it didn't do much at all.

 

[ShadowsPapa]

I remember seeing somewhere on this forum a guy saying he had the deflector and it didn't do much at all.

Design has a lot to do with it - SPEED of the vehicle, wind direction and speed, size of the projectile, etc. all come into play.
The more expensive "bug deflectors" are actually and literally wind tunnel tested, some others are designed using computer programs that duplicate wind tunnels as much as possible.
So some work better than others.
I did a ton of research one night, got curious. Looked over dozens of articles and tests.
The old style that stands up - the ones we put on trucks and cars in the 70s and 80s are pretty much worthless. Wind tunnel tests show almost no improvement with those. The low pressure area behind them sort of pulls the air back down again if I recall their explanation correctly.

 

[booneja]

My dealer said they don’t do glass. I have to go through a third party and have them submit the claim. That doesn’t sound fun.

Where I am (vancouver Island Canada) if your vehicle did not come with the GG as per the VIN they wont even do the replacement at the shop unless it is completely out of pocket, I tried to get my normal windshield replaced with GG when I had a huge crack, and just pay the difference after insurance, but the shop laughed at me and said if you want to pay the $1125 Cdn you can and then "try" and get the amount for normal glass reimbursed, but run the risk of nothing being covered at that point....this does not mean that "warranty work" for GG from factory would not be replaced....

 

[ShadowsPapa]

Where I am (vancouver Island Canada) if your vehicle did not come with the GG as per the VIN they wont even do the replacement at the shop unless it is completely out of pocket, I tried to get my normal windshield replaced with GG when I had a huge crack, and just pay the difference after insurance, but the shop laughed at me and said if you want to pay the $1125 Cdn you can and then "try" and get the amount for normal glass reimbursed, but run the risk of nothing being covered at that point....this does not mean that "warranty work" for GG from factory would not be replaced....

Some dealers don't do the glass - the dealership where I bought my truck and took it to for the glass replacement had a "kid come in and do the glass".
Few dealerships actually do the glass themselves around here. They can't afford to as it's such a specialty thing requiring the right tools and expertise. For the few times a dealer has to replace glass it just doesn't pay for them to be equipped and trained.

 

[MikeInMo]

Some dealers don't do the glass - the dealership where I bought my truck and took it to for the glass replacement had a "kid come in and do the glass".
Few dealerships actually do the glass themselves around here. They can't afford to as it's such a specialty thing requiring the right tools and expertise. For the few times a dealer has to replace glass it just doesn't pay for them to be equipped and trained.

The dealer that is in theory working on mine said they would have a third party come to me to replace it once approved. I was told that dealers that do glass work themselves have to keep certain certifications AND a considerable inventory of replacement glass - windshields and windows.

Tangentially, I know from talking to people in the body shop world that auto insurance companies won't let them do glass work anymore either. My guess is there is a similar training/certification involved if they want to do it in house.

 

[MikeInMo]

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.....

Here is a twist. I am now being told that factory installed Gorilla Glass does NOT qualify for the Mopar parts 2 year warranty that includes road debris damage and falls under the Jeep 12mo/12k mile factory defect warranty. If true, there is no reason to pay for the factory upgrade, but I am waiting for a case manager to call me within 24 hr to likely be told to pound sand.

How I got here - Through other social media, @JeepCares told me to call Mopar at 800-521-9922 a couple weeks ago. That ultimately went nowhere. As a follow up, I was told to call Jeep Cares 877-426-5337. When I did earlier this morning, the system said it recognized I have an open case and connected me to the person handling it. It turned out to be the same lady at Mopar. She said I needed to contact Jeep at....877-426-5337, the same number I had just called.

I was then transferred to a Jeep representative who said that only the factory 12/12 warranty applied but assigned me to a case manager.

Still radio silence from the dealer service department. No returned message.

My current takeaway is that the windshield upgrade is the factory equivalent of dealer window etching and pinstriping, a worthless money grab. Hopefully I get better news from the case manager, but I'm not holding my breath.

Has anyone successfully had a factory installed GG windshield replaced under warranty?

 

[ShadowsPapa]

The dealer that is in theory working on mine said they would have a third party come to me to replace it once approved. I was told that dealers that do glass work themselves have to keep certain certifications AND a considerable inventory of replacement glass - windshields and windows.

Tangentially, I know from talking to people in the body shop world that auto insurance companies won't let them do glass work anymore either. My guess is there is a similar training/certification involved if they want to do it in house.

One big reason you don't want just any clown putting glass in modern vehicles is because the windshield is an integral part of the structure of the vehicle. Once bonded in place, it is actually part of the body and part of the cab structure that has to pass passenger protection criteria.
In years long ago butyl was used and the glass sealed but didn't technically bond with the structure and the body steel was was independent as far as passenger protection. Now the windshield is bonded or glued using urethane and becomes the structure - and makes it more rigid.
Not properly installed you lose the added strength the windshield adds.

This is also why I won't let those glass morons install the glass in my classics using urethane - the body on the cars I have must flex and give. Glass would likely crack if glued in like they want to do.
So I do the windshields and rear glass myself using butyl.
Last idiot that did a windshield on one of my cars used so much urethane it got onto the dash and A-pillar trim and they glued the outside trim in place and f'd things up so badly......... they even screwed up spacer block locations and used tin snips to cut that rare trim to fit back in place.
After that fiasco and loss of a whole weekend fixing things myself I decided no glass shop will ever touch one of my cars, but I also won't deal with a modern windshield that has to be properly adhered to the body structure.

 

[KX L]

One big reason you don't want just any clown putting glass in modern vehicles is because the windshield is an integral part of the structure of the vehicle. Once bonded in place, it is actually part of the body and part of the cab structure that has to pass passenger protection criteria.
In years long ago butyl was used and the glass sealed but didn't technically bond with the structure and the body steel was was independent as far as passenger protection. Now the windshield is bonded or glued using urethane and becomes the structure - and makes it more rigid.
Not properly installed you lose the added strength the windshield adds.

This is also why I won't let those glass morons install the glass in my classics using urethane - the body on the cars I have must flex and give. Glass would likely crack if glued in like they want to do.
So I do the windshields and rear glass myself using butyl.
Last idiot that did a windshield on one of my cars used so much urethane it got onto the dash and A-pillar trim and they glued the outside trim in place and f'd things up so badly......... they even screwed up spacer block locations and used tin snips to cut that rare trim to fit back in place.
After that fiasco and loss of a whole weekend fixing things myself I decided no glass shop will ever touch one of my cars, but I also won't deal with a modern windshield that has to be properly adhered to the body structure.

I never knew any of that. Thanks much for the information. Do you know when windshields became part of the structure of the vehicle?

 

[ShadowsPapa]

I never knew any of that. Thanks much for the information. Do you know when windshields became part of the structure of the vehicle?

I suspect early 90s - 1980s still had butyl seal and the trim around the glass.

I found this stat interesting - windshields now account for up to 45% of the cabin’s structural integrity in a front end collision and up to 60% in a roll-over.

 

[MikeInMo]

Here is a twist. I am now being told that factory installed Gorilla Glass does NOT qualify for the Mopar parts 2 year warranty that includes road debris damage and falls under the Jeep 12mo/12k mile factory defect warranty. If true, there is no reason to pay for the factory upgrade, but I am waiting for a case manager to call me within 24 hr to likely be told to pound sand.

How I got here - Through other social media, @JeepCares told me to call Mopar at 800-521-9922 a couple weeks ago. That ultimately went nowhere. As a follow up, I was told to call Jeep Cares 877-426-5337. When I did earlier this morning, the system said it recognized I have an open case and connected me to the person handling it. It turned out to be the same lady at Mopar. She said I needed to contact Jeep at....877-426-5337, the same number I had just called.

I was then transferred to a Jeep representative who said that only the factory 12/12 warranty applied but assigned me to a case manager.

Still radio silence from the dealer service department. No returned message.

My current takeaway is that the windshield upgrade is the factory equivalent of dealer window etching and pinstriping, a worthless money grab. Hopefully I get better news from the case manager, but I'm not holding my breath.

Has anyone successfully had a factory installed GG windshield replaced under warranty?

This has reached a conclusion. DO NOT BUY GORILLA GLASS AS A FACTORY OPTION if you expect it to be replaced under warranty.

As I finally confirmed with a Jeep Cares case manager:

Mopar (separate entity from Jeep) does not honor the two year warranty if it is factory installed. They only warranty aftermarket installations.

Jeep does not provide anything beyond the 12mo/12K mi manufacturer defect warranty.

Ultimately the dealer service department has been completely useless during this process. They did not know what the product was and had no idea about the warranty terms. Instead they chose to not communicate for weeks on end probably hoping I would go away. They don't have to worry about dealing with me again.

I hope whoever made the extra $200 is happy because the ill will it has generated for Jeep and Mopar is far more than the little bit of cash they got.

 

[MrFahrenheit]

That's some shit. It is, like you said, just throwing away $200 since these can and do crack. Did they imply this would have been replaced under the 12 mo/12K defect warranty?

 

[sharpsicle]

Isn't it possible that we are all just misunderstanding where the line is between a warranty claim and an insurance claim? I mean, MOPAR themselves have a warranty on the Gorilla Glass:

"Certain Conditions" seems to be boiling people's thought process a bit.

Reading that warranty, the instances they don't cover are pretty logical:

• "Damage" is so small that it is cosmetic in nature only.
• Damage is so large that an insurance claim is necessary.

It seems to me that most people in this thread are trying to avoid a insurance replacement of a windshield, and then complaining that MOPAR won't cover it instead. They're pretty much telling you that Gorilla Glass holds up better against small road debris, but will still break under larger impacts. So when a larger impact occurs, it's an insurance claim just like any other large-impact windshield. I guess I don't see why you wouldn't go the correct route in the first place.

EDIT: I will admit it's frustrating that the dealerships are so clueless as to this. Jeep sucks at communication and this "confirmation" that a case manager provided seems highly suspect to me. Sounds like a response to close the case with the hope nobody pushes the issue through the legal system. Date of install should simply be the mfg. date of the Jeep. Jeep and MOPAR need to get in the same room and actually talk about this.

EDIT2: I decided to dig deeper on the factory installed buill$h!t and found this:

Since Jeep covers the windshield in their warranty, the MOPAR warranty doesn't apply. So all-in-all MOPAR's side of things checks out. It's Jeep that's responsible, and it's absolutely stupid their warranty is only half as long as the MOPAR one.

 

[SargeDiesel]

I highly suggest if anyone wants GG, go with HPG. Their 2 year warranty would cover the pictures people have posted here (unless they changed their warranty since I got mine a year ago).

If I get a crack then all I need to do is take a picture of the crack, picture of the glass' "vin", and within 48 hours they will send out a new windshield as well as pay for the installation of new windshield.

Are you saying.. go with HPG as an aftermarket option for someone switching from regular glass to GG ? I wonder if you have GG from the factory, could you take it to HPG for warranty/replacement and then be able to take advantage of HPGs better customer service from that point on ?

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