Terrible

Disappointing After-Sales Service from Ford South Africa – Premature Fuel Injector Failure

I purchased a 2015 Ford EcoSport 1.5 TDCi Trend in 2023. While driving the vehicle, I noticed that it was producing excessive smoke. I immediately contacted the dealership from which I purchased the vehicle, and they promptly asked me to bring it in.

In January 2024, all four fuel injectors were replaced at a mileage of 97,059 km.

I have since driven the vehicle daily to and from work and have ensured that the maintenance has been kept up to date. Despite this, one of the fuel injectors has now started leaking. The current mileage is approximately 119,000 km, meaning I have driven only around 21,941 km since the injectors were replaced.

I find this extremely concerning. Based on information available online, diesel fuel injectors can have an expected lifespan of approximately 240,000–480,000 km, depending on various factors. While I understand that component lifespan can vary, I find it unacceptable that an injector would reportedly fail after such a relatively short distance following replacement.

I contacted Ford South Africa, hoping that they would investigate the matter and offer some assistance. Instead, I was informed that the warranty had expired and that my only option was to replace the injector at my own expense.

What disappoints me most is the lack of empathy and willingness to assist a customer who has already experienced injector problems and had all four injectors replaced. I understand that warranties have terms and conditions, but surely a component failing after approximately 22,000 km warrants further investigation rather than simply being dismissed because the warranty has expired.

As a customer, I expected better from Ford. After-sales service should mean more than assisting customers while their vehicles are under warranty. It should also mean listening to customers, investigating legitimate concerns and making a reasonable effort to find a solution.

This experience has left me extremely disappointed and has seriously damaged my confidence in the Ford brand. I would not recommend Ford to anyone considering purchasing a vehicle, based on the experience I have had and the lack of support received when I needed assistance.

What I would like Ford South Africa to do:

I would like Ford South Africa to review my case, investigate why the injector has failed after such a short distance, and offer a reasonable solution, preferably covering the cost of the replacement injector or assisting with the repair costs.

I am not asking for special treatment. I am asking for accountability, fair consideration and the kind of customer service one would reasonably expect from a major vehicle manufacturer.

I hope Ford South Africa takes this complaint seriously and demonstrates that its customers still matter after the warranty period has expired.