Urgent Resolution Required for Ongoing Vehicle Issue and Unacceptable Delays

I am writing to express my deep frustration regarding the ongoing issues with my vehicle, which has now become untenable.

On the 14th of September, my vehicle broke down near George, and after a diagnostic, it was determined that the high-pressure fuel pump was the cause. I paid approximately R15,000, including four hours of labor, to have it repaired. However, on my return trip to Johannesburg, the vehicle broke down again in Graaff Reinet with the exact same issue. As this happened on a Monday evening and Tuesday was a public holiday, I had to wait until Wednesday to have the vehicle assessed at a Ford dealership. This delay alone cost me two nights of accommodation, and the diagnosis revealed the same problem: the high-pressure fuel pump had failed again.

I paid an additional R11,000 for a second repair, and due to the wait for the part and the time required to fix the vehicle, I was forced to spend another two nights in accommodation. This additional expense is unacceptable, especially considering I had already paid to have the issue resolved the first time.

I escalated this to Ford South Africa, and after two weeks of waiting, it was concluded that I would be refunded for the second replacement. However, this decision still leaves me R4,000 out of pocket for accommodation costs incurred due to the failure of a part I had already paid to fix.

Adding to my frustration, I have now been informed that it could take up to a month to receive my refund, and in the meantime, I am expected to have the camshaft checked at my own expense. Given that I was billed for six hours of labor, I expect that a proper diagnostic should have been completed initially. With over R30,000 spent on this issue, I cannot afford to take on additional costs while waiting for a refund.

On a positive note, I would like to commend Jean Hanekom (Customer Experience Specialist) for his exceptional service. He has consistently delivered on all feedback and provided the best support possible. Jan at Karoo Ford also provided excellent customer service, even following up with me on my return trip to ensure everything was in order.