USB FUNCTION IN THE ECOSPORT BLACK NOT WORKING CORRECTLY-NO HELP OR RESOLUTION FROM FORD

I trust you are well?

Date vehicle purchased: 28th July 2021

Device Model: Ford Eco Sport Black edition

Registration Number: KC63VVGP

Customer Name: Ryan Adams

Sales Consultant:Aubrey More

Mileage +-4800KM

Fault Description: When playing music from my USB and I try to navigate to a new music folder, the home menu times out. Therefore we are not given enough time to change the song.

I bought this vehicle on the above mentioned date and a week later we were experiencing the fault (also mentioned above).

We have brought my vehicle into the Ford Action Roodepoort dealership about 5 times now. The first two times, a software update was done and still the radio has been doing the same thing.

I have escalated this problem to Aubrey on various occasions and we brought the vehicle in again. At first, it was assumed it was my USB that was the issue, which I know was not the case. Nevertheless, I got told by the service advisor that he will need to book my vehicle in and the vehicle will stay at the dealership for 4 days and a courtesy vehicle will be provided. The car did not stay at the dealership for the 4 days as mentioned by the service advisor and we got it back the same day. The same issue persisted.

No communication was provided until I asked Aubrey for the managers and dealer principle details. The vehicle then got booked in again (reference number below).

The USB port was changed the and vehicle was only there for a day. The same issue has persisted.

The technicians once again assumed it was the USB that was faulty. I then got a another USB and used Aubrey’s USB as well as another vehicle to show it’s not doing the same thing .This then showed that the issue is on my car and not on other cars like mine.

Once again the vehicle was booked in last week Thursday, the technician tested the USB function and then went on to tell us that the music is playing (which shows that he clearly did not understand or listen to what our problem is).I then ,once again, had to show the technician what the fault is.

Only when I mentioned that Ford should take their car back, did everyone jump into action.

The vehicle was booked in for the day and we got a courtesy car. We were not contacted by the service consultant, nothing. We were contacted by Aubrey later in the afternoon and he advised us that the car will stay overnight. Bearing in mind that he is the Salesman and it is not his job to keep customers informed about the service results and processes. No one could tell us why the car was staying overnight and what was to be done.

The next day (Friday) Aubrey dropped off my vehicle with a brand new Radio installed and low and behold, we had the same issue again. Aubrey is my witness, we used 4 different types of USB and still the same issue, I then tested the USB’s on Aubrey’s vehicle as well and issue didn’t happen on his vehicle.

If this was sorted with the new radio fitted, why was this not communicated to me, and tested and wait until the client gets the vehicle.

It may seem as not of a big deal to Ford and that my Radio is not working, but to me as paying client it’s a huge problem.

I am not happy with the service I have received from Ford thus far.

This is my first time trying your brand and it leaves a bad taste in my mouth.

Please can you get back to me ASAP so this can be sorted out.

Note: Aubrey has been the only redeeming factor when dealing with Ford. He is helpful and gets back to us. However, as mentioned before, that is not his job. This is an aftersales issue.

There is videos to show what is happening with the vehicle, I have been explaining this, but no one listen

Service consultant – Richard

Booking Details

· 08.10.2021 Reference – 29362, 152567

· 30.09.2021 reference – 28827,152334

· 20.08.2021 Reference – 151417

· Beginning of August the vehicle come in twice for a software update

Based on the above, you can clearly see I have given Ford enough time to fix the issues I have been having.

Today,19 October Jaques the "Service" Manager got back to us and literally copied and pasted the wording from the manual and basically said,"we tried our best,the car radio is like that"

PATHETIC SERVICE NO ONE INVESTIGATES NO ONE TRIES TO SEE WHY THE RADIO IS TRULY FUNCTIONING IN AN UNNATURAL WAY