WORST After-Sales Service

<p>In the first week of March 2017, my 2015 ford Fiesta Ecoboost 1.0 Litre car just decided to lack power as I pulled out of the driveway. I stopped the car, switched it off and re-started again via the ‘push-start- function. So instead of using my car, I pull it back into the garage and use my boyfriend’s car. What an inconvenience it was that morning, as he too needed to do some things. I then went off to work, called Ford Diep River, spoke with Brent who said I can bring the car in on the following Thur as that when there would be space for them to check out the problem. I only live 8min away, so I was confident that I would go to the branch if I don’t win. Reason I am thinking I may not win with Ford is because when I had my car for 3 months, the tints started bubbling and getting hold of an after-sales service (after the actual sale) was a nightmare.</p> <p>Brent had assured me that it was ‘ok’ to be driven in that state. I didn’t want to risk or take the chance, especially since I would be alone some of the nights. I enquired about a courtesy car, to which he couldn’t give me an answer as I needed to book my vehicle in.</p> <p> </p> <p>The following week, my boyfriend took my car in on my behalf – besides me not wanting to drive it in that state. Left a few messages for Brent – no call backs.</p> <p> </p> <p>On 20th March (Monday) I receive a call from someone in ‘parts’ – Zubaid. He advises me of the fault, ie. Failed on Wet & Dry, Piston 1 and 2 faulty, No compression and No combustion and the engine would need to be replaced. I then asked him to arrange a courtesy car for me. 2 days later (21st Mar was a Public Holiday) – on 22nd March I leave a few messages for Brent to still call me back – nothing. Eventually he calls me back and at this time I’m already angry due to the lack of service from him as he didn’t have even the slightest answer for feedback. By this time I told the receptionist that I’ll come to the branch unless he calls me back, to which she provided me with his cell number. So I leave a few messages for Brent and a few WhatsApp messages later, to which he requested I stop sending as this was his private cell and not work. At this morning I didn’t care.. I was without a car for a few days already and FORD doesn’t seem to give a sh*t.</p> <p> </p> <p>On 29th March – still no feedback, still no courtesy car or call, still glimpse of a Ford rep in anyway – that’s making me feel like I’m important right there.. So I call Ford Diep River and speak to Brent (Finally) to which he gets very unprofessional as he said he is still waiting on feedback from the warranty department and refers me to them. He also provides me with a VIN number and reference number (As well as the telephone no. ********** 022) and says they can give me feedback as I don’t want to wait for him. I call the number, they apologise profusely as they cannot assist me. I also called Ford SA and customer services… Agents have called me, but when they call I’m walking to the train station (due to no car) and I tell them to call me from 09h00 the morning – 5 agents keep calling me after 16h00. The last call I received was Fri 21st April to which I was also promised a call back at a reasonable time for me… Still no call back.</p> <p> </p> <p>On 29th March I receive my reminder for the renewal of my licence. To which I then request jaco to assist with a picture of my license disk, and I only received the picture with the number plate on 7th April. By this time is still don’t have a courtesy car – I eventually receive a courtesy car Tues 11th April (approximately).</p> <p> </p> <p>So I leave my car’s care and feedback once again in Ford Diep River’s hands… the last feedback I received (when I once again made the call) I was advised that the engine was to arrive on Mon 23rd April. Monday arrives, no call from Jaco. I sent WhatsApp messages – no response.</p> <p>This morning I call Ford Diep River, to which I was advised by reception that Jaco was off for the day. I then requested to speak to Brent (to which he immediately recognised who I was). Brent was very helpful and at this time I didn’t have a choice… 7 weeks later and I still didn’t have my car, and I’m still only putting R100 worth of fuel in the courtesy car because I’m hoping I would get my car sometime this week.</p> <p> </p> <p>Brent assures me he will call me back in 2 min. Indeed for the 1st time, Ford returns my call on time (2min later) to which he says that the engine that arrived – was not for my car but for an ST. He then re-assures me that he will call me back in 10 min to find out an ETA for my engine. By this time I found the Principal Dealer’s email address (I assumed Jaco and Brent were the principal dealers) and sent an email stating that I was very unhappy about the after service of my car. He called me at the same time that Brent called back and he didn’t know that I was waiting for so long for feedback or my car. In fact he asked me ‘Are they building you a new car;?; (10 min later) so he said to end his call and get the feedback from Brent, he would call me back. Brent seemed sincere and said his so sorry, but the ETA for my engine (for safe-keeping) would be 21 working days. I am paying for a car for 2 months already which I haven’t made use of… I bought a Ford because I thought it would always take maximum 1 week for a part to arrive. In fact maybe 2 weeks because the parts are in South Africa….</p> <p> </p> <p>I’m very unhappy with Ford.</p> <p> </p>