Dissatisfaction against Ford Motors in South Africa

My name is Mpho Gideon Molefe ( ********** 755081), I would like to lodge a complaint regarding my vehicle - Ford Ranger, 2.2, 2014, purchased at Ford Eagle on the 2nd of April, 2015. I am afraid to say that I was not treated with respect I deserve as a customer. When I collected the vehicle on the said date, I noticed a small chip on the windscreen which I brought to Ford Eagle’s attention, but I was unfortunately told to make claim to the insurance. There were several things I was not happy about and these are listed below.

I am sorry to say that when I really need help, no one including the car dealer (Ford Eagle) who sold me this vehicle listens. On Sunday the 10th September, afternoon, I was driving from church to my house and suddenly there was a terrifying noise like an explosion from the engine. I pulled over to call Outsurance Road Assistance who immediately responded to my call and towed the car to my house. Then on Monday morning, I was stranded without transport to go to work and to take my grandchildren to school.

On Monday, the 11th September, I called Action Ford in Roodepoort and I was advised to drop off the car at their showroom, again, Outsurance promptly assisted. To my greatest horror, when I got at Ford Action, the service manager told me that there is no way she could be of help. She insisted that I must take the vehicle back to Ford Eagle in Balfour Park since the car was purchased there. Secondly, she said that my service book is messed up. My question to them was that if they say my service book is messed up, who messed it up because it is not the customer who has to write in the service book but them. She said I was given a Ford Fiesta service book.

I wish to point out to you that when I collected the car on the 2nd April, 2015 at Ford Eagle after purchase, no explanation was made as to when the car should be serviced even with my second service at Action Ford nothing was said to me about when the car must be serviced. I was given no sticker, no indication whatsoever as a reminder of next service.

When I bought the car, I took my hard earned savings of R200 000. 00 for the deposit. Second of all, I have not missed a single service, third of all, I am a pensioner and a pastor of a church whose members support Ford Motors. I would also like to say that on the 14th September I was horrified by the reception I got at Ford Silverton factory in Pretoria. I arrived there just after 11.am and left the premises at 16h00 highly disgruntled because I was denied access into Ford Motors offices. What message are they sending to their customers. Well, the message is loud and clear – Ford Motors just do not care! This is utterly deplorable for such a big corporation like them to treat customers with such disrespect. No one came out to offer me just a cup of water. I was made to wait with security staff in a tiny and unventilated room. My plea to Ford Motors is that they should please fix my car because no clear explanation was given prior. As it is my car is lying in their showroom and am afraid anything can happen.

Thank you.

Yours truly

M.G Molefe **********