Poor Service at Eastvaal Ford Secunda

My ford Fiesta ST has been making a noise for over 7 months now. I initially took it to Fury Ford on William Nicol in Johannesburg. They diagnosed the car incorrectly and as a result replaced an incorrect part.

I then later took the car to Eastvaal motors (Ford) Secunda which was supposed to be more convenient for me since I work in Secunda. Initially the Ford in Secunda told me that they could not fix the car because they have come up with the same diagnosis as Fury Ford, and they advised me to take the car back to Johannesburg.

I escalated the matter to the dealership management and I was eventually told I could bring the car in but that it would have to stay there for a few days because the car needs to be in the shop while they order the parts from the warranty. Although I took out an extended warranty with Ford, I was informed that courtesy cars are not available for customers who are on extended warranty which meant that I had to make my own arrangements for the period that my car would be booked in at Ford.

I took my car in on the 12 November 2019. The dealership assigned my case to a different service consultant with no background of the matter. I explained the history to her and when I left the car I thought we had reached an understanding. I asked her to inform me when the technicians starts working on the car so I could have a discussion with him/her. The service consultant did not contact me the whole day. Towards the end of the day I called to check on the car and I was told the technician is still working on the car but I was not given any details as to the nature of the work since they had previously diagnosed the car at the same dealership and what was remaining now was for parts to be ordered. I was informed that a different technician had been assigned the case.

The following day I went to check on the car. I was informed that a new diagnosis was initiated and it was found that the previous diagnosis was incorrect and that they needed more time to work on the car to ensure that it is diagnosed correctly this time around. I requested then service consultant and the technician to provide me with an update on the progress of the work at least twice a day so that I know what is happening with the car. They both agreed.

The following day which was now Thursday I received an sms in the morning saying that the technician is still working on the car. There was no further communication for the rest of the day. On Friday at around 11am I called the dealership to follow up on the car. I asked the service consultant for an update on the status of the work, she could not tell me anything. She indicated that another technician would work on the car after 11am. I asked if there is any indication of when they would be done with the diagnosis and this question could not be answered.

I then decided that I need to take my car to a different ford dealership and it was clear to me that Ford Secunda has no interest in providing decent customer service towards me. I went into the dealership to fetch the car and when I got there I asked for a report of what else had been done on the car since Wednesday and I was given the same feedback that I received on Wednesday which meant that no further work was done on the car on Thursday and Friday.

I am very unhappy with Ford in general at the moment, and I will never buy a Ford again.