Ford EcoSport - Paid But NOT Driven #FordFailing #TransmissionProblem #FordRecall #Traficc #EasternCapeMotors #KelstonMotorGroup

Written by a 15year loyal Ford Vehicle owner and driver, without prejudice, to any related party noted.

Upon purchasing my 2015 Ford Eco Sport, 1.5 Titanium Powershift (A/T), in June/July 2022, from Kelston Motor Group in Port Elizabeth, Eastern Cape. Us residing in East London, EC, such purchase was made possible by Kelston PE, as the Dealer Principal, was and is known to us as we as a family, as we also have interests in the automotive sector in the Eastern Cape. Kelston's Salesman was an absolute delight and helped in all ways and ensured that the transaction was done without any delays.

Just for our BIGGEST heartache, not even to talk about the headache!

February / March 2023 gave me the pits, as my vehicle broke down on 23 February 2023, 2 days after experiencing an overnight development with the transmission system. Vehicle was parked after work on 20 February 2023 and on start the following morning, 21 February 2023, no reverse gear was available for selection. I immediately did some research - While still parked in the same position - and came across FORD SA's recall website, indicating that our vehicle was part of a Recall / Part Warranty Extension Program" for the Transmission System - DCT Module. Taking note of the first recall/extension of such was in 2016, keeping in mind that the vehicle was then only about 12 months old.

As I only bought the vehicle 7 months ago, mileage of vehicle at time of purchase being only 88000km, with a full-service history - The last service as stamped in the service record book by Kelston Motor Group PE, and total years since first license 8 years, I made a call to FORD SA's on ***whereto. a certain call center agent (Hoem's name I did not note down, to bring more aggravation to myself, as NO one will suspect all to follow will go pear shape!), who advised me that I was supposed to know about the recall on the vehicle we bought. Following my further questioning to such gentleman I was told that he's not a mechanic, which is fair - no individual will expect an Call Centre agent on the other side of a telephone to be skilled up relating to such recalls within mechanical components of a vehicle manufactured by their employer - ending our Telephonically discussion with him advising me to book our vehicle in with our closest FORD dealership.

I contacted Eastern Cape Motors East London, Ford Service Department - whereto I was advised by Colleen in their Service department that they were fully booked, and that the first available date to get the vehicle checked out was Thursday 1 March 2023. I made it clear to her that the EcoSport was my only vehicle and that I am not wanting to drive with the vehicle in such state as the Engine light on dashboard was also illuminated.

Following all above I managed to drive the 9km to work and back on Tuesday and Wednesday 21 & 22 February 2023.

Thursday 23 February, I managed to get the vehicle to roll back on our driveway's slope and manage to get out of our yard up our street to drop my children at school a Mear 500m away from our house. On departure from school vehicle's transmission no longer wanted to selected Drive nor Sport Mode, I managed to select 1st gear in Sport Mode by means of paddle shift buttons on Gear knob. I manage to select 1st gear in Sport mode, got vehicle to move a further 100m where it left me with no further gears, only first and started shacking while idling / driving. I immediately parked on the side of the road and made a call to Eastern Cape Motors, Ford Service Department, of which they were unavailable at such time as their service advisers where all busy booking in vehicles. After requesting to speak to Craig, the Service/Workshop Manager of such division at ECM, I was advised by the receptionist that he is not available at that moment. I advised her that my vehicle broke down and explained that my vehicle was due an appointment as booked. At such time I advised her that I felt unsafe as it was at time of peak traffic, and I was parked in a busy road. I advised her that I need a tow truck. She managed to convey the message to Mr. Craig and advised me that they cannot help me with a tow truck, and I will need to get this organized by myself. I advised her that i will be driving, the 100m till back at home where to Ill arrange the tow truck. Vehicle was uplifted by 10:00am and on route to ECM. Even though all events following up to this indicated a faulty DCT module - As per Recall / Extension Warranty, still no assistance from FORD (Dealership).

After various calls, backwards and forwards since 10:15am on 23 February 2023, dealing with Service adviser, an Mr. Oldwa, calling him/ECM 3 to 4 times. a day, I needed to give authorization as owner to get the vehicle stripped at my account on 24 February 2023, Kelston PE, confirmed that we did however buy the vehicle with a Vehicle Warranty (Traffik Motor Warranty Policy), I still as per Mr. Oldwa needed to accept cost of stripping the vehicle's gearbox for fault finding as the Warranty Policy nor FORD SA covers the stripping cost even though at this point we were stripping the vehicle for the 1st diagnosis - i.e. Establishing if it is the module that is faulty and needing replacement as per the Program advised by Ford SA.

DCT module was ordered and replaced - Vehicle was test driven by Super Tech as he was the mechanic assigned to my vehicle, as per communication received. Upon test-drive it was found that the vehicle was still not selecting gears. Report was given by ECM to us that the complete transmission needs to be replaced. Traffik Warranty gave authorization to such only in week 2 (6-10 February 2023) covering only R19000.00 of the total R106000.00 for complete transmission change.

Upon consulting with various gearbox specialists, we requested ECM on 8/9 March 2023 via Mr. Oldwa and Mr. Craig to rather quote to repair the transmission rather to changing the complete unit. This instruction was noted by both individuals from Eastern Cape Motors and feedback was given to us that they will act out such instruction and will quote us in due course.

We got in contact with Mr. Darren Nel, parts salesman of ECM on 8 March 2023 to see what parts is available in SA for budget / time purposes, who did advise that all is available.

For a second time I was called by the service adviser Mr. Oldwa on this day to advise that I will need to yet again authorize stripping. For the 2nd time since the vehicle was towed to them on 23 February 2023. Yet again we gave such authorization, this time to strip for defect part finding and analysis.

Throughout all this time authorization was given on 6 March by Traffik, we requested ECM to quote on repairing such gearbox and we are accepting the 2nd time around cost for stripping as outlined by the Service Department of ECM, we were not once kept up to date by any staff member of such dealership. Only time we managed to obtain information was when we reached out to them via emails and or telephone calls to them.

Mr. Oldwa, was and is the most unprofessional customer service consultant to be found, lying through his teeth since the start, throughout until week 3 (9 - 12 March 2023) that they are still stripping - Or must we rather call it thump sucking and asking around for advice, and intervening the services of Mayfair Gearbox's technicians to obtain an answer relating to what to tell us what the problem is.

On Monday 14 March 2023, I lost all trust in EASTERN CAPE MOTORS.

As I needed them to hear that all of a sudden, my vehicle was never stripped by them! NEVER EVER SINCE DAY 1!

Mr. Craig, Service/Workshop Manager or whatever he wants to call himself, reconned I do not need to sort his so-called Service Adviser out myself as he will. have a word with him, guess that also never happened. As to find out that the so-called Mr. Service Adviser, Mr. Oldwa is a INTERN?! So, my vehicle is in the hands of a SUPER TECH but you, Mrs. Client you are in the hands of a INTERN! Yes, we all need to learn somehow somewhere but one should think when a vehicle with such intermitted issues, damage and cost, for the owners own account a Mr. Manager or even the claimed Super Tech would have at least shadowed the poor soul.

Following all my UBER cost, all the above and the lies from one party to another, I called Mr. Craig on Monday 13 March 2023, now with 3 weeks of utter bull****. stories and thump sucking, and going into week 4 paying a monthly installment, insurance, additional maintenance cost etc. ex R8500 p/month to the Finance house MFC, of which they did their job, and having the fullest right to intervene when one should not pay their monthly installment.

Mr. Craig, apologized profusely and guaranteed me that they will not charge me a cent from any rand, BUT he reckoned that it will make more sense financially to get my vehicle uplifted from ECM as the repair cost will be much lower with Mayfair Gearbox East London as to getting the vehicle's transmission repaired by them. THIS WITHOUT A QUOTE, Mr. Service/Workshop Manager!!

I immediately arranged for a lowbed truck to uplift my vehicle and got it delivered to Mayfair Gearbox as I have dealt with them before.

Today 24 March 2023,

Following 4 weeks without a vehicle, managing my own business and having kids at school my vehicle is still with Mayfair Gearbox.

Mayfair managed to strip the Transmission and quoted on the necessary repairs, R65000.00 initially now reduced to R37000.00.

Parts damaged includes outer casing that is cracked and O-Ring that is damaged - Not to mention damage to the fork selectors as per the report.

ONLY Feedback / Answers to date

Traffik - Only R19000.00 covered

Kelston Motor Group - I have asked for coverage from their side as I have been in contact with the Consumer Ombuds Council and as per them Kelston needs to be kept liable as I only managed to do 3000km with my vehicle since purchase within the Mear 7 months I had it. As per the centralized service database the service that was done on the vehicle upon us purchasing the EcoSport in 2022 from Kelston PE was never captured - Hopefully this was done. Kelston Motor Group PE has not fully agreed to any solution at this stage as he today 24 March 2023 said via a telephone call that THEY do not want to make a LOSS and that they would suggest that we give the vehicle back to Kelston, select another vehicle on the floor and they will see to get the R30000.00 that the EcoSport will cost Kelston (cost to be paid to Mayfair Gearbox EL to get the repairs done) loaded onto the alternative vehicle we would be financing. Am I getting it right in saying that Kelston would like me to once again cover the cost? And not take liability? Surely someone test drove this vehicle before selling it or by means of just viewing the history would have noticed that the gearbox had intermitted problems and or a recall was outstanding as per FORD SA.

FORD SA - Well, the ball is being throwed from one side to another.

Eastern Cape Motors - All off a sudden not charging me for anything and gladly passing the vehicle onto their so-called 3rd party - Mayfair. Denying the vehicle being stripped at any of the 2 times authorized - how was the initial diagnosis and 2nd quote for repairs issued to me as the customer if. nothing was stripped?? By Means of a Diagnostics? Don't even recall any quote received for repairs?! But a manager recommends taking the vehicle somewhere else claiming to be helping me financially.

OR

Did something actually happen at the hands of someone throughout this time of me authorizing and authorizing as If I'm a payroll supervisor? Surely someone, somehow needs to have answers pertaining to this unresolved, costly gearbox exercise?

All off the above raised is based on evidence in writing but yet still unanswered.

Mr. Ombud, MFC, Kelston Motor Group, Traffik, Eastern Cape Motors and all related parties may I please have an answer to my above noted ordeal with all off you, regarding my EcoSport paid in full but not driven at all?

Regards

HKM514EC