Very poor and disappointing customer services

For attention: Mr Cassie De Toit Dealer Principal, Eagle Corner Ford 29 March 2021 Re – Ford Fiesta 1.0 Ecoboost, Ambiente, 5DR, Registration number: FD94LSGP

Our various conversations refer. From the outset, I thought it would be important to provide some context and detail to the current situation pertaining to my vehicle. In 2016, approximately two months after I bought the car, a loud bang came from the bonnet. Following this first incident, I was unable to drive the vehicle, and it had to be towed to the Eagle Corner Ford Dealership. After diagnostics were performed on the vehicle, the apparent finding was that the vehicle’s wiring had been damaged by rats. I hasten to add that I have absolutely no mechanical or related qualifications and experience, and accepted the feedback given in good faith, duly carrying the repair costs at the time. The second incident was on 17th November 2018. On the day in question, I started the vehicle and while trying to exit my garage, another loud noise emanated from the vehicle, but this time from the gearbox area. In the course of that weekend, I found it difficult to drive the car in the manner it should normally be driven, but on 19th November 2019, I slowly drove it to Ford Eagle Corner. The Dealership confirmed that the problem was definitely with the vehicle’s gearbox. The problem relating to the gearbox was subsequently fixed by the Dealership. In early March 2019, I was driving my car when I experienced the same loud sound coming from the gearbox. This time however, I was having difficulty getting the brakes to work. I managed to drive to the BP garage in Zone Six Diepkloof. I arranged for the AA breakdown service to take the vehicle to Eagle Corner. Following this incident, the Dealership kept the vehicle for 2 weeks while repairing the gearbox. This particular repair was covered under the vehicle’s warranty which had an expiry date of February 2020. On 03 December 2020, I was driving my car from work and the engine started losing power. In addition, the dashboard had a signal indicating that the vehicle required a service. However, the next scheduled service interval was only set to occur at 100 000 km’s, while the actual vehicle mileage at that point was 92 , 000 km’s. In the wake of the December 2020 incident, I booked the vehicle in with the Dealership. This was, (a) due to the loss of power referred to earlier, and (b) the fact that the warning signal indicated that a “service” was due. The vehicle was attended to by the Dealership and duly returned to me. I The third incident happened on the 9th of January 2021 while I was driving to Rustenburg. On that occasion, the vehicle dashboard registered a message indicating that there was something wrong with the coolant. I hasten to add that this came as a shock because between 4th Dec 2020 and 9th Jan 2021, I had not only driven only about 2000 Km in total, but the vehicle had also been attended to by Eagle Corner Ford on the 04 Dec 2021. Fortunately, I managed to find a safe sport to stop my car and called the AA breakdown service again. The AA mechanic tried to start the car but failed to get it started. Upon opening my bonnet, he discovered that there was no water in the water pump. He towed the vehicle to Ford Rustenburg where it was kept for two weeks. On the 20th Jan 2021, I went to Eagle Corner and I met with you about the latest problem with the vehicle. I really do appreciate your assistance with the logistics involved in eventually transporting the vehicle from Rustenburg to Ford Eagle Corner in Johannesburg. On the 22 February 2012 I was advised by Service Manager Jabu Mthethwa via email that Ford would cover the cost of the engine, and that there would be a shortfall of R R35400. Jabu emailed a quotation with a considerable list of costs which were determined following the vehicle diagnostics undertaken. However, no one has to date been able to explain to me how, after the vehicle was attended to by Eagle Ford in December 2020, the Dealership technician and or mechanic had not noticed that there was no and or insufficient water in the water pump. In the light of the feedback from Ford, I approached the AA where I have an extended warranty program in place. The AA is refusing to cover the balance of R 35, 400 because of the findings of their Mechanical Report dated 5th March, 2021, (attached) I take my vehicle to the Ford Dealerships in good faith, and on the understanding that as a lay lerson, (and therefore not a technically qualified), that there would be transparency and integrity in the Dealership’s dealings with me. Looking at the AA report, it’s clear that there were not only coolant leaks, but that the failure was caused by overheating due to the cooling system failures referred to in the report. Importantly, the report goes on to mention clearly that “It is difficult to apportion blame to the driver as the vehicle does not have a temperature gauge, only an overheating warning light that comes on when the coolant level drops and the actual overheating occurs, often too late to prevent accident damage as in this claim”

I must add that the findings of the AA, coupled with the challenges experiencing with these vehicles in different parts of the world, ( https://www.ford.co.uk/owner/resources-and-support/faqs, https://www.whatcar.com/news/ford-ecoboost-engine-recall-%E2%80%93-what-you-need-to-know/n17972, https://www.ambiton.co.za/blog/posts/ford-fiesta-recall-in-south-africa) coupled with the fact that since 2016 I have experienced numerous challenges with my own vehicle, does not assure me that I am being fairly treated as a customer. In the light of the aforegoing, as well as the repeated instances where my daughter and I were placed at considerable risk, I believe that Ford should do the right thing under the circumstances and fully repair the vehicle and cover the costs of the shortfall. In spite of the ********** experiences since 2016, I am still hoping that a fair and equitable outcome can prevail. I do need to also add that whilst I continue being open to an amicable arrangement as mentioned previously, that I also reserve my rights in this matter.

Warm regards, Rhoda Malebye ***