Bought a Faulty Steering Rack from NMi Ford

Mduduzi Moshokgo *** 7:33 PM (0 minutes ago) to me

I am writing to formally raise a complaint regarding a steering rack that I purchased from NMi Ford Selby in Johannesburg on 11 November 2025 for R31,241.96.

The steering rack was fitted by an RMI-approved workshop. After installation, the steering operated correctly, and the steering was soft and functioning as expected.

However, by March 2026, approximately four months after the steering rack was fitted, the steering became hard. I contacted the salesperson who originally sold me the steering rack, and I was advised to take the vehicle to any Ford dealership so that the steering rack could be inspected and the warranty claim could be attended to.

I subsequently took the vehicle to NMi Ford Alberton for assessment. I was then informed that the warranty claim could not be accepted because the steering rack had allegedly been "tampered with." I was told that the rubber boots had dust on them and that the clamps had been removed.

I dispute this conclusion. The steering rack has not been tampered with, and the components remain the original Ford components supp**** with the rack. The vehicle is also driven in rural conditions, where exposure to dust is unavoidable. The presence of dust around the rubber boots should not, by itself, be treated as proof that the steering rack has been tampered with or that the failure was caused by the customer.

I also raised the possibility that the steering rack may have had a manufacturing defect. Parts are manufactured in bulk, and manufacturing defects can occur. The fact that the steering rack operated correctly initially and then developed a hard-steering problem only a few months later is a matter that, in my view, requires proper investigation rather than simply rejecting the warranty claim based on the presence of dust or the condition of the clamps.

I purchased the steering rack directly from Ford and paid R31,241.96 for what I understood to be a genuine Ford replacement part. It was fitted by an RMI-approved workshop. I therefore believe that this matter deserves proper consideration and that I should not simply be left responsible for the cost of a steering rack that failed within a relatively short period.

I am requesting that Ford/NMi Ford:

1. Reconsider the warranty claim and properly investigate the cause of the steering rack failure. 2. Provide me with a written technical explanation detailing exactly what evidence shows that the steering rack was tampered with. 3. Identify specifically what component or condition was allegedly altered and how that alteration caused the steering rack to fail. 4. Consider replacing or repairing the steering rack under warranty, or otherwise provide a reasonable resolution to this matter.

I am not refusing to have the part inspected. I am asking that the inspection and warranty decision be based on the actual cause of the failure rather than simply the presence of dust around the steering rack boots.

I have purchased a Ford part at a substantial cost and expected it to provide reasonable service. I would appreciate this matter being escalated to the relevant warranty department or management for a proper review.

I look forward to receiving your written response and a proposed resolution.