Unacceptable service in the Western Cape

Dear Ford South Africa,

As a General Manager in the automotive industry with experience across premium brands including BMW, Land Rover, and INEOS, I must express my deep disappointment with the service I have received from several of your dealerships in the Western Cape. Never in my career have I encountered such consistently poor customer service from a network of dealers.

I have been attempting to book my 2020 Ford Raptor in for assessment due to a jerky gearbox. Despite repeated efforts over the past week, I have been unable to do so through normal channels.

Below is a summary of my experience:

1. Ford Paarden Eiland – Service department does not answer calls. Attempted contact on Monday, 25 August. 2. Ford N1 City – I was transferred to the service department, but again, no one answered the phone (25 August). 3. Ford Malmesbury – Referred by a friend. I have been in contact with multiple staff since Monday and even submitted my personal details via the company WhatsApp line. I have still received no response. 4. Ford Tygervalley – This is the only dealership where I received a reasonable level of service. I was able to make progress only after reaching the service manager through an industry connection, which is unacceptable for the average customer.

This level of service reflects poorly on the Ford brand and raises serious concerns about dealer management and customer care protocols. I am struggling to understand how this lack of responsiveness and basic service is being allowed to persist across multiple dealers.

I am requesting the following:

• Immediate assistance in booking my 2020 Ford Raptor for service. • Clarity on your customer service escalation process. • Feedback on how Ford South Africa intends to address systemic issues with service responsiveness in the Western Cape. I look forward to your urgent response and a swift resolution to this matter. Sincerely,