BAD BAD Service and relations.
To whom it may concern.
Re: URGENT ESCALATION: Ongoing Powershift Gearbox / clutch failure – 2017 Ford EcoSport Titanium. I am writing to formally escalate a serious and unresolved complaint regarding my 2017 Ford EcoSport Titanium Powershift, purchased on 9 February 2023. After nearly three years of repeated failures, prolonged repairs, and ineffective interventions, I have completely lost confidence in Ford’s handling of this matter. From shortly after purchase, the vehicle exhibited abnormal gearbox behaviour, specifically severe shuddering during gear changes, most noticeably between 1st and 2nd and 2nd and 3rd gears, especially when driving uphill. I first reported this issue to Ford Paarl on 13 June 2023. The vehicle was returned to Ford multiple times before the fault could finally be detected.
At the time, the vehicle had only 38,537 km on the odometer. Ford Paarl confirmed that such a failure was not acceptable for a vehicle with such low mileage. Ford then agreed to replace the clutch on 13 February 2024. While I appreciated this goodwill gesture, it is my strong suspicion that this repair happened under Ford's workmanship warranty, because the clutch was already fixed before.
Approximately 5–6 months later, the exact same fault returned. Once again, I brought the vehicle back to Ford Paarl on multiple occasions (approximately 4–5 visits). Each visit resulted in the vehicle being held for 3–5 days, only to be returned with no resolution, as Ford’s diagnostic system initially failed to detect the fault. Eventually, the diagnostic measurements once again confirmed a faulty clutch.
The vehicle was booked in again on 20 January 2025. This repair took over two months (9 weeks and 5 days, from 20 January to 28 March 2025), which is entirely unreasonable. During this period: • The vehicle was not worked on at all for the first two weeks, • Ford declined to take responsibility for the repair costs, effectively confirming my concerns regarding the prior workmanship warranty, • The repair was completed using the extended warranty I purchased, • Additional delays were caused by poor coordination, part availability issues, and slow workmanship.
I received the vehicle back on 28 March 2025.
Once again, after 7 months, the same gearbox shudder returned. I returned the vehicle to Ford on 3 November 2025. After three days of testing, Ford could not detect the issue. An onboard diagnostic device was also issued, yet still no resolution was reached. On 15 December 2025, the vehicle was booked in again and returned on 30 December 2025 with no faulty diagnostic measurements confirmed. During a test drive, a Ford technician personally confirmed that the shuddering behaviour was abnormal.
This issue has now occurred for the third time, and very likely the fourth time. Each time, Ford has replaced the clutch without identifying or addressing the root cause of the failure. Replacing the same component repeatedly without resolving the underlying issue is not a repair strategy — it is a failure of diagnosis.
No vehicle should repeatedly suffer from the same drivetrain failure. This is not normal wear and tear, and it is completely unacceptable for a Ford vehicle. The manner in which this matter has been handled is, in my view, well below the standard, integrity, and engineering reputation associated with the Ford brand.
This has been an exhausting three-year ordeal, marked by repeated breakdowns, excessive vehicle downtime, financial impact, and ongoing inconvenience.
My patience has now been exhausted. I am formally demanding that Ford South Africa intervene at a senior technical level to: 1. Identify and permanently rectify the root cause of this recurring Powershift failure, or 2. Provide a reasonable alternative resolution should the vehicle be deemed unreliable for continued use.
I am no longer willing to accept temporary fixes, repeated clutch replacements, or inconclusive diagnostics. I expect a decisive, permanent resolution please.
I am asking for genuine assistance and a lasting solution. I have been patient up till now. Please help me fix this vehicle properly.
Yours faithfully and please don't tell me again to contact my Ford dealership as I have been doing over the last three years. I know where they are, they cant help me obviously.
Christo Pretorius Cell: ***; e-mail: ***