Never buying a Ford vehicle again!

Item: Ford South Africa
Rating: 1

We bought two new 2016 Ford Tourneo Custom Limited Edition for our transfer company. After receiving the vehicles, we noticed that the rear seats were vibrating and rattling terribly. This was brought to the attention of the Ford dealer. They then contacted a Ford SA Field Service Engineer who sent somebody out to have a look. They responded by saying the following: "Morning Gents I refer to the above matter. At FMCSA we continue to invest in our operations and manufacture products to global quality standards. To read about the customer’s less than satisfactory service and product experience goes, against what Ford stands for and as customer and vehicle safety are of paramount importance to FMCSA, we confirm that our investigation concludes as follows 1. The subject vehicle was evaluated at Consolidated Auto with the assistance of our Field Service Engineer and also compared to another Ford Tourneo’s NVH ( Noise, Vibration, Harshness) 2. Investigation into this matter revealed that this is a characteristic of the vehicle and not a fault. It is further deemed not to be a concern from a reliability or performance point of view. 3. As part of our ongoing monitoring of reports from our valued customers, this characteristic has been reported to the product development engineers for consideration and improvement FMCSA stands by the safety and quality of every Ford vehicle we build and considers the long term durability and quality of its products to be of utmost importance. We will continue to work with our customers to deliver a sound technical guarantee and complete customer satisfaction. FMCSA thanks you for allowing us the opportunity to investigate the concerns raised by the Customer. We trust the above clarifies our position of the matter." We were not happy with the response as this is affecting our business. We have continued to try and find a solution even suggesting that we take it to a suspension specialist to get it fixed. This would have an effect on the warranty which we do not want to risk and Ford has not committed to allowing us to go this route. This has been going on for 3 months now and we have tried to work with Ford but it has become clear that Ford is not willing to take responsibility for the vibrations. We tested the wheel alignment, reduced the tyre pressure and all we could to try and resolve this ourselves. We have sent a video to the Field Service Engineer but apparently his laptop is broken for 2 weeks now so he is able to respond to our emails. What an unbelievable excuse. These are brand new cars, the top of the range Ford Tourneo Customs and I won't accept that this is a 'characteristic' of the vehicle. I am never buying Ford again and I hope we get this resolved soon! Here is a video demonstrating the rattling that we are experiencing https://www.youtube.com/watch?v=BKtLJXtXgKM&feature=youtu.be

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