NO SERVICE, NO COMMUNICATION

ood Day,

I am very unhappy and disappointed in Rola Ford and your after sale service. I bought my double cab 2.2 diesel 4x4 in September 2015 which means it has just passed out of it’s warrantee a month ago. It has 105 000km on the clock and now it seems it is FALLING apart.

I took it to my local dealer on Monday (Rola Swellendam, manager Martin) because a warning light came on during a Sunday drive. After connecting the computer and a visual inspection they informed me that the booster pipe is cracked and need to be replaced. They also informed me that this is an old crack as debris has started accumulating on the pipe where it initially cracked. They said they would take pictures and send it to head office and motivate why this fault should still go through under the warrantee. As mentioned this is an OLD, ALREADY EXCISTING problem that did not happen in the last month when the vehicle was out of his warrantee.

Needless to say this claim was not approved, but Rola Swellendam offered to replace my part at cost price, and informed me that the new part will arrive and be installed on Wednesday. Wednesday they phone me and tell me they picked up a second problem. There is a crack in the intercooler but this to they will replace for me at cost price. They even gave me a replacement vehicle until Friday when my vehicle will be fixed.

As you may deduct, my problem is not with the service of the Rola Swellendam branch and staff. They have been nothing but helpful, friendly and professional. They have assisted and accommodated me in everyway they can. My problem is with my double cab. I cannot for the life of me comprehend that SO many things are broken and going wrong with a bakkie that is practically new. It only has 105 000km on the clock. Is this the type of quality that you strive to achieve? How many more problems and old FAULTY parts are going to be discovered before my vehicle is drivable again? Is this what I can expect from my vehicle for the next 105 000km? All the parts breaking one after the other?

I don’t see how you can not have this fixed under the warrantee as this is OLD problems that ALREADY EXCISTED. When questioning the manager about why this was not picked up sooner during all the services it had, I was told that both parts are placed in the engine in such a way that it cannot be seen / picked up during a normal service. This just mean that I am being held ACCOUNTABLE for faults that cannot be seen during a normal service. According to me these problems should have been picked up months ago, and dealt with in the appropriate manner. I am being punished because you have built your engines in such a manner that the service personnel cannot see what is going on in there. IF THEY CANNOT SEE WHAT IS WRONG, HOW AM I SUPPOSE TO SEE THE PROBLEM?????

Are you in the business of using sub standard parts in your vehicles? That is the only deduction I can make as I drive my bakkie on normal roads, at a normal speed (as my kids are mostly always with me). I have never gone 4x4 ‘ing and have never driven it up mountains or anything out of the ordinary. Why then do I have all these problems now if not for you using sub standard parts?

I am angry that this is the service I have received by your claims and after sale service department. Paying an exorbitant amount of money for a Ford vehicle that can only run for 105 000km before it falls apart? How is this acceptable? How is it that these problems are not covered under my warrantee if the warrantee has just lapsed a month ago??

I have since reported this to ford more than 3 weeks ago and NO AWNSER HAS BEEN RECEIVED. Their customer service is pathetic to say the least. I will never advise anyone to buy a ford vechile just becase of the terrible lack of service or communication.