Loyal Wildtrak X client left carrying R15,000 risk for Ford’s defect

Title: New Ford Ranger Wildtrak X owner left carrying cost and risk for Ford warranty defect

I am a loyal Ford customer of more than 20 years, and I am deeply disappointed by the way Ford South Africa has handled a warranty defect on my new Ford Ranger Wildtrak X.

Ford accepted the defect under warranty and instructed me to bring the vehicle in for repairs. My understanding was that a loan vehicle would be provided so that I would not be left without transport while Ford rectified its own accepted defect.

However, only after I had already taken the vehicle in was I informed that, if I accepted the loan vehicle, I would be personally liable for an excess of approximately R15,000 in the event of an accident or incident. This was not disclosed upfront before I handed over my vehicle. That amount is far higher than the excess on my own vehicle and is not a financial risk I can reasonably afford.

When I raised this issue, I was advised to approach my own insurer. I followed that advice, but my insurer declined in writing and confirmed that this is a warranty-related matter and falls within Ford’s responsibility.

After further escalation, Ford management then offered me a hired car, but on condition that I pay R2,500 to access it. So while the amount changed, the position remained the same: Ford still expected me, as the customer, to carry part of the financial burden for Ford to rectify its own accepted defect.

That is the core issue.

I am already the client who has been compromised by having to deal with a defective vehicle. The need for temporary mobility exists only because Ford has accepted that there is a defect requiring repair. I therefore do not believe it is fair, reasonable, or customer-focused for Ford to shift any part of that cost or risk onto me.

What makes this even more concerning is that this matter is being handled through Ford South Africa’s Customer Resolution Centre, yet the outcome still leaves the customer carrying the prejudice. For a brand of Ford’s stature, and for a vehicle positioned as a premium product like the Wildtrak X, this falls far short of the accountability and customer care I expected.

This matter also does not arise in isolation. Within less than two years of ownership, I have experienced repeated quality-related and remedial issues on the same vehicle, together with the need to follow up on other unresolved matters. Taken together, this raises serious concerns about quality control, customer support, and accountability.

I am not asking for special treatment. I am asking Ford to take full responsibility for the consequences of rectifying its own accepted defect, without requiring the already prejudiced customer to fund part of the remedy.

I hope this complaint receives the attention of Ford South Africa senior management, because the way this matter has been handled reflects poorly on the brand and on the experience of a long-standing loyal customer.