Ongoing Delay and Lack of Feedback – Ford Puma Repair

Dear Ford Team,

I am writing to express my growing frustration regarding the ongoing delay in repairing my Ford Puma, which was spiked about a month ago. Despite numerous follow-ups, I continue to receive the same response — that the part is still on back order. This situation has now become completely unacceptable.

I have been in constant contact with your representative at Ford Menlyn, yet no one has been able to provide a concrete update, timeline, or alternative solution. The lack of transparency and urgency is extremely disappointing and reflects poorly on Ford’s commitment to after-sales service.

I chose the Puma because I genuinely believe in the brand and its quality. However, this experience has made me seriously question Ford’s customer support standards. It appears that clients are treated as mere numbers rather than valued customers who invested in your product with trust and expectation of proper service.

It is concerning to see Ford following the same path as several major German brands — where arrogance and poor customer care dominate the after-sales experience. I expected better from Ford.

I require a clear and immediate update on the status of my car and the exact timeframe for when the part will be available and the repair completed. If this issue cannot be resolved promptly, I will have no choice but to escalate it further through formal complaint channels.

I look forward to your swift response.

Sincerely, Werner Marneweck ***