My 2020 MS is only 3 months old. Two days ago, I noticed a fracture in the forward edge of the liftgate glass, (see photo #1). The triangular piece is actually pushed up above the surface of the glass, so it is obvious that the glass was impacted from below. Upon opening the liftgate, I see that there is a protrusion of metal - a kind of "bump" right at the exact point where the crack originates, and there is abrasion of the paint where the glass contacted the bump (see photo #2).
Watching this region dynamically, the gap between the glass edge and "bump" is about 2 mm when the liftgate is in the fully lifted position, but when I activate the button to lower the liftgate, the pull on the liftgate by the struts moves the whole liftgate, including glass, forward by a couple of millimeters, bringing the edge of the glass right against the bump, thus causing the left-to-right scratches you see above. It appears that this had been happening for a while, and finally the glass gave up.
When I took this to the service center in Santa Barbara, the service manager refused to honor the warranty to have the window replaced, on the grounds that she could not see actual contact between the glass and the bump, even though it is clear that it is the contact between the glass and the bump that caused the glass to break. I was astounded that this manager could not see the cause-and-effect. She agreed to esclate the issue, so I have to wait and see whether someone higher up has more sense.
Has anyone else seen this issue? What other avenues of recourse do I have?
Watching this region dynamically, the gap between the glass edge and "bump" is about 2 mm when the liftgate is in the fully lifted position, but when I activate the button to lower the liftgate, the pull on the liftgate by the struts moves the whole liftgate, including glass, forward by a couple of millimeters, bringing the edge of the glass right against the bump, thus causing the left-to-right scratches you see above. It appears that this had been happening for a while, and finally the glass gave up.
When I took this to the service center in Santa Barbara, the service manager refused to honor the warranty to have the window replaced, on the grounds that she could not see actual contact between the glass and the bump, even though it is clear that it is the contact between the glass and the bump that caused the glass to break. I was astounded that this manager could not see the cause-and-effect. She agreed to esclate the issue, so I have to wait and see whether someone higher up has more sense.
Has anyone else seen this issue? What other avenues of recourse do I have?
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