Ford South Africa – Shocking Service Support – Don’t care about customers!!!

I had an issue with my car yesterday, where I got a warning to pull over as the car temp was rising, I pulled off the side of the N3 on a bad spot, as it was just after turnoff. I checked the coolant levels, and it was normal. I had my dog in the car and my baggage, and I decided to give Ford Assist a call, as I have an extended Premium Maintenance Service and Warranty with them. On the call they put me through to the AA, which advised me I don’t have roadside assistance, and They will assist after providing a quotation. I asked for someone to be dispatched so long as it was not safe. Nothing, after an hour I pressed my momentum alert button and was assisted by my insurance. I then got a call from the AA (Ford Assist) asking if they can send help and has someone give me a quote yet. By now I have been helped by my insurance and had to pay extra to get home (car,dog and me) as no one could get me home at 5:00pm on a Sunday, and the cheapest, still can’t believe it was using the loaded with my car to get home. This morning, I called Ford customer care service to tell them about my bad experience and asked about the warranty issue. They then just said I am not covered and need now to pay again to get the car to a Ford dealer. I was also advised that they can just provide me with the number for the AA and can’t assist as the phone lines can’t transfer calls. This is shocking, and I explained to the consultant that I expect Ford to act and arrange this on behalf of the client, but they simply did not have any remorse of my experience and even when I said this is a Mechanical breakdown and should be covered under mechanical warranty, I just read the same line.

I am disgusted to tell anybody I drive a Ford after this, and that if they have issues that Ford does not care for the customer. I was thinking of extending my warranty for another 3 years, but this situation might just be the reason that I will never buy a Ford again.

I would have expected the conversation to go like this : As regarding my warranty Ford should have shown more remorse to the situation and arranged the towing company, where I would pay for the service, but the car should be inspected at the dealer and found to have been a mechanical issue as the cause the cost would be re-imbursed, but it does not seem that Ford has this kind of service level.

I am looking forward to taking this up with FORD SA, and would provide more information to FORD SA should they even care to respond.

Note! After FORD SA treated me in this manner, Bidvest Ford Silverlakes has made arrangements out of embarrassment to get the car (is it due for 75 000km service tomorrow), as it’s a mere 2.8km from them, and Ford SA does not assist.