Extremely POOR, non existing customer care and service

The service and commitment I received form Ford SA and Hatfield Ford is beyond words extremely poor. Almost non existing. I bought a vehicle brand new from Ford Hatfield in 2013. I filed a case with Ford SA (case nr ********** 65).

From the day I bought the vehicle I experienced a problem with the vehicle smoking and jerking while driving. In the first month while travelling to Namibia we took the vehicle to a Ford dealership in Windhoek. After a software upgrade the problem still persisted. We were referred to the dealership where we bought the vehicle.

The turbo was replaced twice (by Menlyn and Hatfield), the EGR valve was also replaced as well as 3 out of 4 Injectors. There is still a problem with the front suspension (stabiliser arm worn out and not replaced ). Poor workmanship resulted in the roof lining being damage and 2 dent obtained while in the care at Hatfield Ford. They replaced the roof lining but it was really poorly done. I am waiting for almost a year to have it replaced. Only excuses are given.

Other problems were also experienced that was supposed to be repaired by the warranty such as the gearbox. Since the warranty expired, Ford now claim they won't repair due to the expired warranty. Everything on the vehicle was documented to be repaired even after the warranty expired. My vehicle went back to Ford Hatfield 21 times in 5 months and none of the repairs were done.

Only 5 bookings of 21 times the vehicle went to Ford Hatfield was officially documented at Ford Hatfield. NO proof of any of the other bookings with them could be presented by Ford Hatfield. The spares parts were ordered but never installed although it was in the service managers office. She resigned and the new manager told me the parts were in the stores. Since Feb the spares were returned to Ford's distribution stores.

I also filed a case with Miosa (claim no 345577, case officer Nick Brandt) and nothing came from that either. I have sent all the necessary communication that was requested by Miosa but never received a Response from them after this was submitted. Ford SA (Chantel du Plessis) don't even bother to reply to my emails.

Ford SA customer care only re-send the my case number to me in response to my e-mails. Ford Hatfield promised me that the problems on the vehicle will be resolved after the warranty expired, but I have waited months for this to happen. They are VERY GOOD at making empty promises.

Since the case was registered most of the responsible people at Ford Hatfield (Jeanette Pretorius and Ian Baker) resigned and the new people (Service manager and consultants) are continuing to make empty promises.

The vehicle has done only 66 000 km to date although it received all services. With the last service at Ford Hatfield the break fluid was never re-filled although it was inspected. This was raised with the newly appointed service manager. I had to return to collect the service book and at collection it wasn't even stamped or signed.

Can anyone please assist to resolve these issues? I am really tired struggling to have the problems on my vehicle resolved.