Pathetic Service Ford Edwin Swales.

Item: Cmh Kempster Auto Bluff
Rating: 1

I wish to bring to your attention my experience in trying to get an issue resolved with my Ford Fiesta 1.0 EcoBoost car via Ford Edwin Swales. I first reported the issue of my car losing power during the 100 000 km service in July 2016. I was told the issue ‘could not be found’ and noted that the engine management light was no longer on and was informed that the computer had been cleared of the fault. Shortly thereafter, the engine management light came on again and I referred the issue to the same dealership again and was told I would have to pay a sum to have the computer reset, which I refused. A few days later the problem seemed to solve itself and the engine management light again went off. The problem steadily got worse to the point that in February I took the car in because it was hardly going up a hill in first gear any longer and was told that I would have to pay for any work done on the car, because it was no longer in warranty as of a few days before. Subsequently I was told that the 3rd cylinder was losing compression and sent a quote to strip and assess the problem with the engine totalling R8500. This is prior to any repair cost actually being incurred. I find it incredulous and highly suspicious that once my car is out of warranty that this service centre is now prepared to go the extra mile and do the necessary when it is at my cost, but while the vehicle was in warranty, they were not prepared to do anything other than the bare minimum just to get me out of the way. I feel extremely irritated and angry at the kind of service I have received from this service centre and feel that because I am a woman that these people felt I would not know any better. I have had this vehicle since 2013 and have serviced it regularly and maintained it correctly and I diligently reported the issue several times to your service centre and nothing substantial was done to resolve the issue until now that the car is out of warranty. From the 28 February 2017, my car has been booked into your dealership, the feedback I have received on my car has been disapointing to say the least, 6 weeks of being told the report “is being drafted”, with no reasonable explaination as to why it is taking so long. I even requested a report detailing the activities carried out daily on my Vehicle , as of Monday 06 March 2017 and going forward, which was ignored. My request for a courtesy car was met with a response of I will ask tomorrow, my manager is not in (everyday this is the response). Today because I refused to accept this response and requested a response within the hour. I was unproffessionally ignored until I called in. I was subsequently informed that this long wait is standard warranty practice and therefore no arrangement would be made for me. I wish to place on record that I feel extremely short changed by the level (or lack thereof) of quality customer service from people who represent Ford to all paying customers I am at my wits end with the service I have received. I escalated this to both dealer principal & workshop manager, with no joy. An assessment was finally conducted on my vehicle by an assessor arranged unity (my extended warranty is through them) once they had liaised with Ford. Unity informed me that a second assessment was requested by the assessor as some of the parts Ford claimed were still by the engineer and the engine was only partially stripped. As of today Ford has informed me the second assessment will be at my cost. A quote for strip and quote was signed on the 6 March 2016, they only provided feedback a month later and the assessor was arranged to a half hearted attempt. If they were not ready for assessment why was this information not properly communicated and whats worse is their failure to produce information is now being rendered my liability.

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