OVER HEATING AND WATER PROBLEM ON FORD ECOSPORT

My Ecosport was purchased brand new from Midrand and all services were done with Midrand over the past 3 years. At the past 2 services it was mentioned that the car had an over heating and water problem. After each collection from the service, Midrand had insisted that they could not find any water or over heating problems. The last service in September 2017 it was specifically NOTED that the car would over heat with no warning signs on the dash. We were dealing with Rochelle whom we had specifically raised our concerns about the problem and insisted that this be noted. Each time we would go to the garage to fill petrol and check oil and water the petrol attendees would tell us the water was boiling in the water tank. We raised this with Rochelle when she took the car for its due service. After the service again it was advised that they could not find any problems. Rochelle advised my mother that if it happened again that my mother should send her a video of the water boiling in the water tank. We then recorded the water boiling a few days after the service and it was sent to Rochelle with the Reg number. There was no communication there after! 2 weeks ago the car wouldn’t start, eventually we got it started and took it Ford Centurion and explained that the car wouldn’t start, we were turned away because the car was no longer on motor plan and were told that we should go to a battery Centre and test the battery. We were also told that they are fully booked and can not help us immediately. When we checked the battery they advised that the battery was 100% nothing wrong with it. Car care clinic said they could assist us and advised us that the head gasket has blown due to over heating and water problems! The EXACT same problem that had been mentioned to Ford Midrand. Ford is refusing to fix the problem because the car is off plan HOWEVER this was a problem from when the car was still on plan! The car is 4 years old with 48 000km on the clock with a blown head gasket! Its absolutely shocking! It could have been avoided had Ford Midrand listened to our concerns from the get go! I would also like to mention that I was treated very badly by Rochelle and Mr Moodley the service manager. Rochelle actually laughed at me when I said that we had sent her the video on watsapp (which Rochelle had advised us to do) and told me that she does not have proof of this as it was a year ago. I work for a financial institution myself and know the importance of customer service! I emailed the proof of the video as well as the date and service persons whom it was sent too. I then received an email back from the service manager Silvan Moodley telling me that it is NORMAL for the car to be so hot that the water in the water pump is boiling. The car was so hot that the petrol attendees did not want to open the water tank because of the water boiling. Ford could have replaced the water pump or done what they could have to stop the car from getting so hot, but instead Ford chose to ignore our concerns even after sending proof of how hot the car gets a few days after it had been for a service. Keeping in mind when it was told to the service advisor that the water would boil because the car is so hot she did not say this was normal – infact she told us that we should record this and send it to her as that should not happen? Which we did and no further communication was made. The car has been for its yearly services at Ford midrand since it was purchased brand new at Ford Midrand, and went now, a year later for its service and we get told about the head gasket and Ford refuses to take accountability for this problem that we have had with the car even while on motor plan. This has left a very bad taste and even worse experience with Ford and i will be sure to never recommend or use Ford again.