Ford failure to won fault which occurred within warranty and let to complete failure 3 days out of warranty

My vehicle initially went in to the authorised dealer for Ford for a failure on the steering wheel on 17/4/2019. The steering wheel locked when switched on when I stopped at a shopping centre at 17h30 on 16/4/2019 and then would not move. I had to wait a while and switched the vehicle on and off several times before it allowed the steering to move. I took it in to the authorised Ford Dealer, Eastern Cape Motors William Moffet in Port Elizabeth where I purchased the vehicle and also where I have the vehicle serviced since purchase. When the driver drove me back to my office in my own vehicle he experienced the same error each time we stopped. When we left the Ford workshop as well as when he stopped at my office building again. The vehicle was returned to me later the same day advising it was a software issue which was rectified. The vehicle was still within an extended warranty granted on the Kuga (recall batch) which expired on 27 June 2019. On 1 July 2019 when I started my vehicle the same fault resurfaced, I started the card and the steering would not move. I took my vehicle in and was advised on 3 July that the Steering rack needed to be replaced and the vehicle was out of warranty therefore it was for my own account to the amount of R27 000. My km on my vehicle is also below 120km, how can an entire steering fail at this level when the vehicle only has been serviced at Ford and was purchased from them. I logged a complaint on Wednesday, 3 July 2019. I followed up on Friday 5 July, this was the first time I received a reference number - ***. I followed up 8 July, the case manager Steven Mathole was not available, he then returned my call. The first thing he asked, was I aware the vehicle is outside warranty? He then also advised me the Steering rack is a wear and tear item which I found most concerning that below R120 000km this part would just give in on any vehicle. I then advised him that further to my complaint email when I called on Friday to follow up I advised the customer service consultant that I was advised the extended warranty expired 27 June 2019, however my vehicle went in to the dealer a few months ago for the very same error a couple of days after warranty expiry. He spoke to me in a very confrontational manner, I advised him that is he aware that I had taken the vehicle in for the same issue a few months ago. He then asked me if I can prove it which I took as very disrespectful. I am not sure if I was expecting more with dealing with a Client Service agent. I asked him why can they not access the records from the dealer, he said that they cannot accuse dealers. I advised him that I do not see it as an accusation that my vehicle was in for the same error it was a fact. In order to move forward I then advised him that I would obtain a copy of the job card just to move forward. At no time did he offer to assist with obtaining this information it came across as if Ford does not have relationships with the dealers and wash their hands of the client once the vehicle is sold. Even though I advised him I purchased the vehicle from Ford and was the 2nd owner and the vehicle has always been serviced by the Ford Dealership in Port Elizabeth being Eastern Cape Motors. The Kuga has been recalled 3 times with each time you received another extended warranty.

Ford have further denied to assist claiming that the diagnostic error codes were slightly different. The reason I am referring this to the ombudsman is that the symptoms that occurred when the steering failed were exactly the same and after speaking to various mechanics that a software error would have caused the initial fault. It is also too much of a coincidence that my steering rack completely failed a mere two months after the initial reporting of my steering completely locking and not being operational.

The vehicle has given me no problems since purchase then 2 months after the first failure on the steering it completely packs up and I am led to believe the fact the steering failed is due to software. I surely cannot be held liable for cost if their diagnostics led them to not to repair the steering adequately.