Shocking Customer Service from Ford Randburg

After dropping off my car almost 4 weeks ago to check the cause of a shuddering vehicle start and white smoke coming from the exhaust, the only contact I that Ford Randburg made with me was about 3 days in, when the service agent informed me that "my engine might need to be replaced". Since then I have not had a singal proactive reach out from anyone to give me an update or share any indication of timeline, warranty cover, next steps or even just a courtesy call to say they are still investigating. I have begged the Service Manager (Adrian) to just share some level of detail with me. Not a single call or mesage from her.

I phoned asking for an update or just a sense of outcome for over a week now and to date not a single person has had the decency to return my call. This includes the dealer principal and the so called customer experience manager, a week of "my call has been escalated to management" and complete radio silence.

How the hell is that customer service, I am over Ford after more than a decade of brand loyalty. Do not have your car taken care of at Ford Randburg, you'll be left in the dark and dissapointed.