Shocking experience with Ford Kempton Park

Item: Ford South Africa
Rating: 1

Shocking experience with Ford Kempton Park To whom it may concern I have been a customer of Ford for the last 15years. Because of my previous relationship with Ford Kempton Park, I have decided to trade in my Ford Kuga in for an Ecosport Titanium 1500 Diesel at the end of May 2016. I have requested the dealership to have the vehicle ready on the 3rd June 2016 as I am travelling the Sunday to Kenya. The dealership pushed me to deliver the vehicle on the 1st June 2016 after I have asked if all the items are correct on the vehicle. They confirmed yes…. There was a big challenge to get the suitable tow bar for the vehicle which I can use with my bike rack or trailer. On the Wednesday morning the 1st June 2016 I have arrived at Ford Kempton Park to take delivery of my vehicle. Before I could inspect the vehicle, I have asked the Sales Consultant about the tow bar and her remarks was that she did not had time to look at the tow bar since it came back from fitment. It was shocking to understand that no checks before I took delivery. When reaching the vehicle, immediately I saw that the tow bar was incorrect. I have immediately rasied the concern regarding the incorrect tow bar with the Sales Consultant and with the Sales Manager I have then arranged with the Sales Manager to fetch my vehicle at the Airport on the Sunday, the 5th June. The dealership was meant at looking at alternatives to fix the tow bar and was mentioned to me that they will be looking at a Ford accredited tow bar which at the end was never the situation The Sales Manager delivered my vehicle the evening of the 9th June 2016 on which the tow bar seemed 100%. I then confirmed to the Sales Manager that I will confirm the next day if 100% When I got the vehicle back and hence I did not had time to drive with it from the day I bought it as the vehicle was at the dealership, there were more issues identified which I will explain in more detail: 1) Tow bar 2) Windscreen overspray 3) Park assist sensors problems 4) Noise at the back of vehicle 5) Radio issues 6) Petrol pedal 7) Shaking steering wheel 8) Bubbles from smash and grab Details per issue (I have supporting emails which will support all the issues below) Tow Bar – Incorrect tow bar was fitted to the vehicle. I have confirmation from the sales consultant that they rather recommend a Ford accredited tow bar which I know believe was never followed through as they still kept the same incorrect tow bar and just made adjustments. I have since asked the dealership to remove the tow bar and refund me. Only to find a company around the corner that will be able to assist me with my requirements Overspray on the windscreen and all windows around the vehicle – When I have received my vehicle back from Ford on the evening of the 9th June 2016 and driving it the next day in the daylight, I have noticed that there was a overspray on my windscreen and all my windows of the vehicle. I have emailed Sandra and have asked her where they have parked the vehicle as I have experienced the same with one of my previous vehicles. I have given them now two opportunities to fix the problem but not successful as the overspray marks are still evident on the windows, mainly the windscreen which affect my visbility. Park assist – The sensors was affected by the type of tow bar that was fitted to the vehicle and not once have the Sales Consultant mentioned to me that the tow bar will have any affect on the sensors. When I have asked my mother to approached the Sales Manager in my absence as I was in Zimbabwe, she made comments “She will be driving miles in reverse, therefore should bear with the noise” Now the dealership make it my issue to say that because I did not fit a Ford accredited tow bar therefore the sensors will not work and they wanted to charge me for the wiring to sensors. I have send them the communication from the Sales consultant which confirmed during the process when deciding on a type of tow bar that they have decided to replace it with a Ford tow bar which never happened. Noise in the Back – It was the exhausted that was knocking against the tow bar. Amazing how this was checked before delivering the vehicle to me Radio – When I have received my vehicle back on the 9th June 2016, I have travelled to Durban on the 11th June of which I made use of my GPS. Driving down to Durban, I could not listen to the radio as there were interrupted signals on the radio. Whilst being in Durban, I have raised the issues with the Sales manager and she asked that I check the settings on the vehicle for the radio. I did and have changed it to the recommended setting. On the day I travelled back to JHB, I deactivated the GPS from the vehicle and then realised that the radio signal is perfect. In other words, every time I have connected my GPS it affected the radio signal. I have never experienced this with my Ford Kuga and yet it is the same radio. Taken the vehicle for an second opinion at the Ford Constantia and they confirmed they could hear the radio loosing signal when using the GPS Petrol pedal – There was a rattle on the pedal which they refer to the mats but is not. Did not hear the noise when collected the vehicle but this morning the noise is back again Braking with the vehicle, the steering wheel is shaking - When driving the vehicle I have experienced a vibration on the steering wheel as well as when I go around corners and braking. Ford Kempton could not pick up anything. I suggested that I take the vehicle for a second opinion to the Ford Constantia which confirmed my experience. They were very helpful and given me the opportunity to drive a new one again to feel the difference. I could immediately feel a difference that there is no shaking on the steering wheel. Then asked the technician to drive my vehicle to feel the shake on steering wheel when normal driving and when brake. He mentioned to me without me telling him, how bad the vehicle shake when going around a corner. He mentioned that it might have something to do with the wheels of the vehicle. This is dangerous to drive with in high speed. I have temporary booked my vehicle in on Thursday to evaluate Bubbles on the windows from the smash and grab – There was various bubbles on the windows and the smash and grab was replaced New problem from yesterday 4th July 2016, suddenly now the Bluetooth keeps connecting and disconnecting itself from the phone. Once again, it refers to wiring issues In view of all of the above, I think as a customer I was very patient by giving Ford Kempton the opportunity to fix these issues as no alternatives were provided to me from a Consumer Protection Act. The dealership kept referring me to the warranty and that they have a responsibility to fix the vehicle and will not replace it. I have escalated the matter to Head office to the Head of Customer Care and still no assistance. According the Consumer Protection Act, I have a right as the customer to request for a replacement of the vehicle according section 56 below: Sec 56 Imp**** warranty of quality This section allows an unspoken condition that every product must carry a warranty of at least six months. The consumer may return goods to the supplier if it does not comply with the requirements of this section. The consumer may return the goods: Within six months Without paying a penalty fee. At the risk of the supplier The consumer can decide if he wants the supplier to repair, replace or refund the product. Fords had already 3 opportunities to fix these issues, I therefore request an replacement of my vehicle with immediate effect and request confirmation on the delivery date Considering I have already given Ford the opportunity to fix the matter, I will no longer accept any repairs on the vehicle for the following reasons: · Windows still not fixed - Only way to now fixed the problem on the windows is now to replace them. I will not allow the dealership to replace the windows as I will be sitting with more issues such as water leaks, wind issues and rattles · Vibration on the steering wheels seems to be a wheel issue · Radio and now the Bluetooth issues refers to wiring issues in the vehicle. This is unacceptable I will inform the Bank of the situation as well. I have given Head office time till 16h00 this afternoon on the 5th July 2016 to respond again to my concern but no response, therefor will now escalate the matter to the following stakeholders: · Tot U Diens · Ombudsman · Consumer Protections Act · Hello Peter I have not included any individuals names in the content above but have them available on request. I would appreciate your urgent attention to this matter and the MD of Ford SA to be in contact with me by tomorrow 6th July 2016 before 16h00

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