Complaint: ford BRUMA Inbox x

Good day All I hereby need a clear understanding of the way forward on the Ford Kuga 2013 model (VIN Number WFOAXXWPMADB57019) I always take my car to service whenever it is required I have never missed a service my service book can confirm that even for small things like changing a bulb I take it to ford my car has never been touch or tempered by anyone who is not ford credited, when the recall was done my car was also on that list I do believe it was checked properly to my surprised I almost got burned on Thursday (21 Feb 2019) evening when the car started to overheat prompt me to stop there I could smell smoke even when the engine was off ,the car was taken to the dealer (Ford Bruma) on Thursday evening. Friday I was advised by service consultant (Mohadi) the workshop could not properly diagnose the vehicle as my car was not initially booked thus same would be looked at on Monday the 25th of Feb 2019. The difficulty on diagnosing my vehicle puzzled me, I decided to hang in there after being advised that I won’t have a vehicle the whole weekend. Monday 25th Feb 2019 @9am I contacted the dealer and I was put through to Deon from workshop, he then advised that he is still looking into my car and can only finish diagnosis on the 26th. This did not make sense to me as it meant I will still be left with no vehicle. I phoned FORD SA (Leago) and was told that the dealer will have to arrange car for me. Contacted the dealer (Neilius) service manager he told me he would get back to me in 20 minutes, the time passed I phoned him, he told me he needed 5 more minutes he was busy still sourcing a vehicle for me. He never bothered to call me, called him again he eventually told me that he has no vehicles that he can lend me however he has sent request to FORD SA (LTA @14:02) to provide me with a vehicle. From this on multiple calls were made between FORD SA and Dealer and no one seemed to be bothered to help me. Ref ********** 43, both these parties were pointing fingers as to whether they had received or sent LTA. I was left in the middle frustrated and stranded and being sent from pillar to post. Eventually I got hold of Tryfosa at FORD SA, who told me that my vehicle was no longer on warranty, which surprised me as I was told about the 2 year extension which will end Sept 2019. She also advised that the extension only covered parts and not curtesy car, the curtesy car will be arranged by FORD SA only if the parts that dealer requires is not available or recall. She advised that the dealer (Nellius) should have known this and advise me accordingly and advised me to speak to dealer to fix the car and can also borrow me the vehicle from their site. In the afternoon I was contacted by the dealer (Mohadi) service agent advising me that FORD SA has declined the request and her manager Neliuss will only get more vehicle in two weeks time and they have no vehicles on site. I then requested to speak to Deon again from the workshop and he advised me that the vehicle is in a bad shape and requires a new engine and this will take him over a week to fix. He was also surprised that my curtesy car request was rejected. It is not my fault that this vehicle decided to overheat; it also puzzles me that my issue is not taken serious since it did not make media coverage by burning. I acted very fast on stopping a car upon notification which prevented the blow up I believe. To top it all if this vehicle recalls/fixes that FORD SA has signed off where of proper quality why did my vehicle overheat/burn? Was this part of media stunt to show that something was being done? Someone has to take accountability herein; this vehicle has lost value due to these issues of overheating. FORD is not interested in taking this vehicle back as advised by Tryfosa yesterday. FORD team is not treating me as a customer fair and is putting my life at risk with this product. When does money weighs more than my wellbeing and safety? Why should I incur further cost and be inconvenienced to transport myself when I have a vehicle? You even took time to take it to the media assuring us as your customers that we are your priority but now you singing a different tune, this is bazar. I have come to a conclusion that if you guys do not give me a curtesy car while the dealer is busy with my car as this is not my faulty I did all that was required of me I do not know on your side I have the certificates that “proper service was done “ I have all the proof I need to show that I did my level to prevent this from happening so I will take this matter to the media tell my story to the whole world if I have to as this is not my faulty we all know that . if I do not get any response from you in the next hour I will proceed to the media maybe once they involved I will get the clarity I need from you. Regards Pam **********