Disappointed EX-FORD FAN (Kuga and ST Owner)

Item: Ford South Africa
Rating: 1
Author: Gerald H

For reference I am the unhappy owner of a 2013 Ford Kuga 1.6 ecoboost ambiente and a 2014 Ford fiesta ST 1.6 ecoboost GDTI. MY ordeal with FORD SA started in NOV 2016. when my Kuga burst a water pipe, this is the same water pipe that was apparantly part of a bulitin to be replaced along with th water tank btw. Luckily or rather actually unfortunately (I will explain later) I am a person that pays attention to these things, I got my car back to my house in one piece. I contacted ford who expressed no desire to assist me, they quoted prices for towing services etc etc in excess of R3000, This is to tow the car +- 20km. Furthermore upon enquiry of a possible waranty claim i was informed that my vehicles warranty was cancelled due to it being brought late for service twice, this is according to Ford and this definetely did not happen. I decided to not spend to much time worrying about the warranty as it had +- 4 months left anyway (How wrong I later learned I was) and removed the burst water pipe and water tank (keep in mind, the culprits for the vehicle fires) and took it to ford where I purchused FORD replacement part and fitted it accordingly. It is important to note the whole process of removing and fitting probably took me 15min, there are no *****s or nuts or anything vaguely reminiscent of a fastner near these components. To make a long story short, the recall happened, and I returned my Kuga to the dealer upon I requested what about the repairs I had to get done on the car, will I be reimbursed? the matter was raised by FORDSA by myself, not the dealer as they indicated its not their problem. Needless to say it has been one big STUFF UP ever since, spending more than a hour at a time on the phone, at my expense numerious times. I finally received a answer today: " Please take note that the refund concern was escalated for a review Kindly be advised that the invoice submitted cannot be reimbursed as warranty does not cover out of pocket expenses Furthermore there were no prior arrangements or agreement made with any dealership for the reimbur*****t" Less than satisfactory! But wait there is more to the story I requested a price for my Kuga to sell it back to FORD, Obvoiusly I want my loan ammount settled and Ford decided R130 000 will be a good value for my Kuga, I want to emphasise, my vehicle has 68 000 km on the clock, less than average, it has a number of extras, and is in immulate condition. And before I get a call stating Ford offers trade in assistance of R36 000, I have no desire to buy a nother ford product, and that is the only assitance they will give. I am waiting for My ST to burst a water pipe on of these day, and I promise you i will drive it untill it cathes fire. It seems that I and a number of Kuga/Ford owners are being punished for being good "citizens" of the republic of FORD. I do not even want to mention the outrage that FORD calls a press release, I think it is a digrace!! So wat am I expecting from this rant, its easy nothing, because that is how FORD SA rolls, They are on FIRE!! The bottom line is I will never ever in my life even consider buying another FORD product, not because of the fault in the product, but because of the arrogance and the manner FORD SA handled the situation! While all of this is happening my KUGA is still at the dealer exactely how I parked it and I left it the almost a month ago, I cant help wonder what the excuses will be if my KUGA needsa new battery due to standing such a long time, or when I have to get fuel lines or even worse seals replaced due to the fact that a lack of lubricant causes these parts to perrish. Remember I mentioned in the first paragraph that maybe I was unlucky to get my car home in one piece, I think it would have been better if my car just burnt to a crisp, atleast I would be rid of the incompetence that FORD SA calls customer care consultants, or maybe it might have been even worse! I think Ford needs to change their slogan from "Go Further" to "Go Nowhere" or "The customer is never right"! Yours faithfully, Disappointed EX-FORD FAN!!

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