Complaint against Ford Customer Care SA

<p>On the 5th January 2017, at approximately 12: 00 I contacted Ford N1 City regarding the issues and concerns I have with the Ford Kuga's appearing in the news that have either exploded or gone up in flames. After speaking to both the service department and the foreman, they told me that I should rather contact customer care who would be better suited to answer these questions. They at least told me they would give me a replacement vehicle if my car had to be booked in. I then contacted customer care straight away at approximately 12: 15, where I spoke with Max Msimbiti, and repeated the same questions to him:<br />I am planning a trip away which I intend to use my Kuga, and I would like to find out if this is safe to do so<br />Will Ford perform a vehicle recall and give us a replacement for these vehicles which have been shown to be unsafe<br />How will this affect the re-sale of these vehicles.</p> <p>His response was useless. He repeated the same garb that Ford N1 City gave me about needing to take it in for a safety inspection, which I had already arranged in the call prior to this. He then went on to add that Ford would only give me a temporary replacement vehicle 24 hours after the vehicle is deemed to be unsafe to drive. I told him this was unacceptable as an entire day would go by without me having a vehicle, which I need to get to work and back and other obvious reasons. He repeatedly told me this is all that could be done, and that there was no way in speeding this process up. I asked to speak to his manager, who he said was unavailable. I told him I need to speak to someone who can resolve my issue, but he said they would just tell me the same thing. I asked how I could be phoning Ford Head Office SA Customer Care, and that I could not even speak to someone who could help me. He then hung up the phone on me. I was shocked to receive such unprofessional service from Ford. I then phoned again, and spoke with the same person, who I then asked for their name, and asked that I receive an appropriate response. He told me that his manager, Phumzile, would call me back. A person can wait forever at statements like that, so I demanded a waiting time. He then responded by saying she will call within 2 hours. Thus the call back should occur by 14h30. We shall see whether they actually call back in this promised time, and whether they do anything to actually resolve the issue of exchanging my vehicle on the day with a temporary replacement vehicle whilst they sort out this debacle with their bust Kuga's!</p> <p>Clearly Ford does not realize that these delay tactics can cost people their lives. Otherwise their would be a more streamlined process to handle this concerning issue, other than hanging up on their clients and being slow to provide a temporary vehicle replacement. Who knew Ford has stooped to this level of terrible service.</p> <p>Regards,<br />Jean-Paul Veronese<br />Ford Kuga owner</p>