FORD = WORST EVER SERVICE AND VEHICLE

Item: Ford South Africa
Rating: 1

RE: Complaint Ford Ranger FC38FGGP As a business owner I am completely devastated and discussed toward Allen Joss Ford, that is causing me and my business major distress and loss of income. Being the owner of a successful business in these days are difficult and if not operated properly can cause the business to fail. And because of my patience, integrity and perseverance, I have no other option as to lay a complaint against Allen Josh Ford because of major lack in customer service. As the service manager at Allen Joss Auto (Ford), Danie Oosthuizen already know this is the 3rd time my vehicle is in their workshop for the same problem. On the last 2 times my vehicle stood in their workshop for a total of 14 working days. 17 February 2017 – 28 February 2017 The 1st time I booked my vehicle in was on Friday morning 17/02/2017. The part arrived on Thursday afternoon 23/02/2017, they then replaced the diesel pump. I received my vehicle back the following Tuesday afternoon 28/02/2017 and the problem was still there – struggling to start, had no power and going in a limp mode. Due to my work load I could not book my vehicle in right away, but I did phone Andre the service adviser and advised him that the problem is still there. My vehicle stood in their workshop for 8 working days. 9 March 2017 – 17 March 2017 The 2nd time I booked my vehicle in was on Thursday morning 09/03/2017. I was informed that the new part will arrive on Friday 10/03/2017. On Thursday 14/03/2017 I spoke to Danie Oosthuizen and he informed me that nothing has been done on my vehicle. On Wednesday 15/03/2017 at about 9:26 me and my wife drove to Allen Joss Auto (Ford) to find out what is causing the delay/problem and why my vehicle is still standing in the workshop. Unfortunately Danie Oosthuizen were at a meeting and we spoke to Walter who informed us that the diagnostic tests done indicated that the injector control pressure is too low and that the high pressure pump needs to be replaced. Walter also indicated that he is not allowed to stock these kinds of pumps, but that he has ordered the pump but is waiting to get approval from Ford to replace the pump. Walter also explained the whole procedure of this case, but what I don’t understand is how can you order/release a pump for a selected vehicle (after receiving the “zip file”) but you have to wait for instructions to install the pump? My vehicle stood in their workshop again for 7 working days. Anyway, Walter said he test drove my vehicle on Tuesday 14/03/2017 and found an additional problem and it can be one of the following: Pump in tank is not supplying enough fuel due to a blockage The petrol meter is faulty – it may show that the tank is half but actually it is empty The high pressure pump in the front is faulty Apparently it is not the new pump giving the problems and that if I keep on driving my vehicle this new pump will also ‘break’. I received a courtesy vehicle (Ford Figo), but unfortunately the nature of my business I require a bakkie but I accepted the courtesy vehicle as I had no other method of transport. On Friday 17/03/2017 I finally received my vehicle back and it seemed like all the problems was solved. And I was so relieved! 2 April 2017 On Sunday morning, 02/04/2017 it just didn’t want to start no matter what I did and thick black smoke came out of the exhaust (I have a video of this). 3 April 2017: I phoned Ford Assist to come and tow my vehicle to Allen Joss Auto (Ford): 07:30 I lodged a complaint with Ford Customer Care and spoke to Mercedes – Ref: ********** 09. She told me that there is a 24 - 48 hour turnaround time. 07:44 I left a message for Walter to phone me back. 08:55 I received a phone call from Danie Oosthuizen and he said he will let me know during the course of the day what is going on with my vehicle. 13:45 I left a message for Danie Oosthuizen to phone me back. 15:30 Danie Oosthuizen phoned me back and said they are still busy with tests on my vehicle. 4 April 2017 12:00 I phoned Ford Customer Care again and spoke to Thabo to get feedback regarding my complaint. He said that the case manager will phone me back. 16:00 I left a message for Walter to phone me back. 16:50 I received a phone call from Walter, he said that they are going to send a diesel sample from my vehicle for testing and that he will let me know. 5 April 2017 08:41 I phoned Ford Customer Care again and spoke to Paula and again she said the case manager will phone me back. 10:00 I received a phone call from Henriette that is working at Allen Joss Auto (Ford), she said that Walter is busy with my vehicle and that they can offer me a courtesy vehicle. I told her that due to the nature of my business I require a bakkie. She then said she will speak to management and let me know. I never received any feedback regarding this. 16:11 I phoned Ford Customer Care again and spoke to Thabo and again he said the case manager will phone me back (this phone call was 19 minutes long and most of the time I was put on hold). 16:45 I received a SMS: “Hi Peet, Walter is besig om die spark plugs ens te toets, sal laat weet sodra hulle meer uit**** het. Groete, Henriette From Henriette via Ford Academy”. 17:04 The case manager, Nelson eventually phoned me back. He said that he understands my situation and that it is not acceptable and he will phone me tomorrow at 10:00. 6 April 2017 15:25 I phoned Ford Customer Care AGAIN and spoke to Dean. The case manager will phone me back during the day. 15:57 Henriette phoned me and said they are going to replace the PCM (computer box) and that this computer box will be at the workshop tomorrow between 10:00 and 12:00. 16:04 Nelson, the case manager at Ford Customer Care phones me and said he will arrange for a courtesy car (bakkie) and will phone me back in 30 minutes. 7 April 2017 On the above mentioned date, in the afternoon I received a loan vehicle (bakkie). It was required that I pay R1500.00 for the insurance/excess for the loan of the vehicle. I was very unhappy about this because I already pay a monthly instalment and insurance on my bakkie that is in the workshop most of the time. Lickely for me the card masjien did not work so I reviesed to pay the above mentioned amount. I feel that Allan Joss Ford must be held responsible for this payment. 12 April 2017 I finally received my bakkie back from Allan Joss Ford (Wonderboom) and took the loan vehicle back. On arrival for collecting my bakkie from the workshop I saw that all of my business pamplets, z-folds and other paperwork was thrown on the back of my bakkie and during the night it had rained and everything was ruined, all that the workshop said is that they are sorry… AGAIN ANOTHER LOSS and I had to throw everything away!!! Anyway, this time I thought that THE PROBLEM FINALLY BE RESOLVED regarding the problem ….. 25 April 2017 And guess what…. My bakkie had the same problem!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Did not start at all!!!!!!!!!!!!!!!!!!!! I phoned Ford Assist and yet again my bakkie was towed in. After telling Ford Assist where to tow my bakkie to, they towed it to another dealership somewhere in Pretoria North. It took a whole day to get the bakkie from that dealership towed back to Allen Joss Ford (Wonderboom). And yet another day wasted. 26 April 2017 16:40 Henriette phoned me and said they are busy with my vehicle. 28 April 2017 10:17 Danie phoned me and said they are still busy with my vehicle. 2 May 2017 11:52 Sent an email to Danie and Walter at Allen Joss Ford (Wonderboom) for a full statement of what has been done on my vehicle. 15:50 Henriette phoned me and said I must bring my spare keys to the dealership. But how can I bring my spare keys if I don’t have a vehicle???? 16:01 I received the an email form Danie: (some dates are not correct) 5 May 2017 And here we are AGAIN….. since the 2nd of May 2017 no feedback whatsoever from Allen Joss Ford (Wonderboom) or from Ford Customer Care. This is the worst ever experience I ever had with any vehicle I ever drove and I have lost all faith in the Ford Product. I will NEVER recommend a Ford to anyone. And like I said in the beginning of this complaint, I have my own business and I have to generate my own income, but how can I do that with no vehicle?? I pay a monthly instalment of over R9000.00 EACH MONTH for a vehicle that has been in the workshop FOR THE SAME PROBLEM since February 2017. My vehicle is more in the workshop than on the road. And just for interest sakes my bakkie is just over a year old. I bought it last year in February. And like the mail I received from Danie stated that the body control unit will only be available on the 10/05/2017 according to Ford SA, this it totally unacceptable as I can no longer be without a vehicle. I therefore request a buy-back from Ford a.s.a.p. so that I can buy a reliable vehicle!!! I also expect a reply before close of business TODAY!!! 5 May 2017 - Friday After the e-mail was sent about my complaint on the 5th of May 2017 I received a phone call from Allen Joss Ford (Wonderboom) saying that they are still waiting for my vehicle’s spare keys. As I previously told them that I have NO form of transport they sent a driver to come and collect the spare keys later the day. I then received a phone call from Shawn working on my vehicle at Allen Joss Ford (Wonderboom). He said that he installed the new part and that my vehicle is going to the wash bay and that he will phone me back. I find it very strange that according to an email I received from Danie, he said this new part will only be released on the 10/05/2017 according to Ford SA. And now all of the sudden after I sent my complaint via email, NOW this part is there……. Shawn then phones me back a bit later and said that he isn’t satisfied with the performance of my vehicle. In other words… MY VEHICLE IS STILL NOT RIGHT AND HAVE TO STAY IN THE WORKSHOP LONGER!!!! 8 May 2017 – Monday I received a phone call from Danie, he said someone from Ford is there to look at my vehicle. I said that it is unacceptable as I have my own business and everything is standing still and I am loosing work because of them and that I want a buy-back because I don’t want to drive a ford anymore and that I need a vehicle to provide income for my business and family. Danie was VERY arrogant and said he is only there to fix the problem and that I will never get another vehicle. I feel this is very unprofessional and I have no other choice as to submit my complaint to the Motor Industry Ombudsman of South Africa and I will also send everything to Record and all other newspapers. 9 May 2017 – Tuesday It is now 10:21, day 42 and still NO FEEDBACK regarding my vehicle. I requested assistance from the Motor Industry Ombudsman of South Africa. 10 May 2017 – Wednesday It is now 08:54, day 43 and still NO FEEDBACK regarding my vehicle. One of my friends drove by the dealership yesterday several times and each time he drove by he saw my vehicle standing in front in the parking lot??? At 09:06 I sent an e-mail to Danie, Walter, Ford Customer Care, Evert, Wilna and the dealer principal at Allan Joss ford (Wonderboom) to inform them that I had enough. NOT ONE OF THEM GAVE ME ANY FEED BACK, this only shows me that customers mean NOTHING TO THEM. At 13:55 I received a confirmation e-mail from the Motor Industry Ombudsman of South Africa – CASE NUMBER 341375. 12 May 2017 – Friday 09:10 I received a mail from Nonhlanhla (Nori) Kekana of FMC Customer Relations Centre, Case Manager stating that the repairs are complete and that I can collect my vehicle today. Again I hoped that THIS TIME the problem will be solved and was happy to get my vehicle back. 15 May 2017 – Monday 16:29 I phoned Allan Joss Ford (Wonderboom) and wanted to speak to Danie, but unfortunately he was not available so I spoke to Walter. I said to him that I don’t know how they can communicate and let Ford Customer Care know that the repairs on my vehicle is complete and that I can collect my vehicle AS THE SAME PROBLEM ACCURED TODAY AGAIN! Walter said that the phone line is unclear and that he will phone me back, but he never did. 16 May 2017 – Tuesday 07:55 I received a mail again from Nonhlanhla (Nori) Kekana of FMC Customer Relations Centre, Case Manager that asked if I did collect my vehicle and if I am satisfied with the repairs done. 08:30 I received a phone call from Danie and explained to him that the same problem is still accruing with my vehicle (struggling to start, don’t start at all and going into a ‘limp-mode’). He said that he will speak to Ford SA to find out what they can do and that he will keep me updated. Later that afternoon I was traveling from Marble Hall to Rustenburg, my vehicle went into ‘limp-mode’ 5 times and didn’t want to go over 2000 revs. Therefore each time I had to pull off the road, switch the engine off and in some cases when I wanted to switch the engine on again it didn’t want to start. Eventually if my vehicle started the computer is reset and I was on the road again, but about 10km further my vehicle went into ‘limp-mode’ again. And this happened every time I had to switch the engine off. I tried to phone Danie when this accrued again but he wasn’t available, so I left a message with Brent to give to Danie. No one phoned me back. I phoned Evert at Aurinia Ford who sold me the vehicle and told him the whole story and asked him if he received my mail regarding the complaint. He said he sent it to his workshop manager to ask for assistance but I never received any feedback or communication. I asked him to look into trading in this vehicle because I lost faith in FORD!!! He will get back to me today (17/05/2017). 17 May 2017 – Wednesday 08:08 AND HERE WE GO AGAIN……………………………. MY VEHICLE DOES NOT START. And just to keep my side clean, myself and my wife took a video of this as proof. I called Allan Joss to get Danie or Walter’s cell phone numbers to send the video to them but to my surprise the switch board lady told me they apparently don’t have cell phones. Now I wonder to myself, how on earth can someone that doesn’t even have a cell phone be allowed to work on cars??? But anyway the switch board lady transferred my call to the workshop and I spoke to Shawn, again I told the same story and asked politely for Danie or Walter to urgently phone me back. 10:04 I rep**** to the mail from Nonhlanhla (Nori) Kekana of FMC Customer Relations Centre, Case Manager who asked if I am satisfied. 10:38 Danie phones me, says that he will speak to Ford SA to arrange for a courtesy vehicle so they can repair my vehicle AGAIN… Under no circumstances will I ever allow Allen Joss Ford (Wonderboom) to ever work on or repair my vehicle. I am done with Ford!!!!!!

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