Poor Ford Customer Service

Good Day,

Below is my complaint and communication with CMH Kempster Ford Umgeni.

The branches approach and service has been very disappointing to say the least.

Very unfortunate as I have been quiet happy with my Ford Transit purchased brand new six years ago and planned to next year trade in and purchase another new Ford Transit.

From: AGH Plumbers <***> Sent: 24 July 2020 01:03 PM To: Vincent Govender <***> Cc: 'agh plumbers pty ltd' <***> Subject: Complaint - Re: Ford Transit - ND 770553

Hi Vincent,

I trust you are well.

May you urgently look into the below matter.

At this point I am absolutely seething and frustrated at the position the terrible lack of service Kempster Umgeni has placed me in.

My vehicle is currently booked in at your service centre, alternator in need of replacement.

It was brought to my attention by service consultant Zamo the extended warranty expired on 13/03/2020. Due to expiry he cannot order part under warranty thus making me liable for cost of replacement.

Herein lies my frustration.

On the 03 January 2020 this vehicle was dropped off at the branch for multiple faults with an assurance of having all repairs sorted out within a two week time frame. This is a work vehicle hence needed vehicle asap.

This time frame was never met, not even close.

It took six months months for the vehicle to be repaired, receiving vehicle only in the first week of June.

During this time I had to constantly follow up as no one provided feedback. Many a time the consultant or supervisors could not be reached leading me to having to make visits in person to find out what was going on.

Every time I called there was a different excuse. My requests for a courtesy vehicle fell on deaf ears and only after my constant hounding I was eventually given a Ford Fiesta (not much use when the need was for a work van).

Resolving that with this pathetic service my vehicle was not going to be completed anytime soon I eventually resorted to purchasing a new vehicle to use in the interim.

From new purchase my Transit services and repair work were always carried out at Kempster Umgeni.

To further add to my frustration after six months of having the vehicle it still came back with faults.

1) Went in with hooter working, came back and it is not. 2) When vehicle is started white smoke emits from exhaust. 3) The steering is still giving a squeaky noise when turned left or right. 4) Sporadically when engine is cold, vehicle still switches off when clutch is pressed in. 5) Loud noise when air-con switched on. 6) Squelching sound still present when vehicle is started.

If the branch had carried out the initial repair within a reasonable time frame, two weeks to a month at most, I would not be in a situation where my extended warranty time has lapsed.

I lost more than five months of vehicle use solely due to terrible and totally unacceptable service by this branch.

Under no circumstance am I paying for this alternator to be replaced when it could have very well been done under warranty, had Kempster Umgeni any concern for customer service.

I await you response.

Regards, Abdussawmad Goolam Hoosen

________________________________________________________________________________________

From: Vincent Govender [mailto:***] Sent: 24 July 2020 06:35 PM To: AGH Plumbers Cc: 'agh plumbers pty ltd' Subject: RE: Complaint - Re: Ford Transit - ND 770553

Good day Mr Hoosen,

I’m sorry to hear that the extended warranty has expired on your vehicle. We have discussed at length the concerns that you have on the vehicle and I would like to have the opportunity to look into those concerns.

On a separate note the issue with the alternator is an isolated case and this is a new concern, therefore we have to treat it as such. I will however commit to ensuring that you receive that max discounts to replace the alternator.

Please advise.

Thanks.

Kind regards,

Vincent Govender Service Manager ________________________________________________________________________________________

From: AGH Plumbers [mailto:***] Sent: 27 July 2020 11:25 AM To: '***' Cc: 'agh plumbers pty ltd'; '***' Subject: RE: Complaint - Re: Ford Transit - ND 770553

Hi Vincent,

I lost six months of warranty due to *********** and unacceptable service.

In lieu of this you are offering me a discount??? A discount on a disposition created by Kempster Ford Umgeni.

Absolutely ridiculous!

I am greatly disappointed and frustrated at the level of customer service received.

In light of the inconvenience Kempster has put me through, it is only fair that Kempster take full responsibility for the bill.

Being a loyal Kempster Ford Umgeni customer for six years, I think it is a small gesture to ask for a goodwill claim basing this on customer retention and keeping my vehicle for so long during which time my policy lapsed under Kempster Fords eyes.

If you are unable to assist, I will have no alternative except to take this further.

Regards, Abdussawmad Goolam Hoosen ________________________________________________________________________________________ From: AGH Plumbers <***> Sent: 30 July 2020 12:20 PM To: Vincent Govender <***> Cc: 'agh plumbers pty ltd' <***>; Ward Huxtable <***> Subject: RE: Complaint - Re: Ford Transit - ND 770553

Hi Vincent,

Three days later, still awaiting response.

Regards, ________________________________________________________________________________________ From: Vincent Govender [mailto:***] Sent: 30 July 2020 07:47 PM To: AGH Plumbers Cc: 'agh plumbers pty ltd'; Ward Huxtable Subject: RE: Complaint - Re: Ford Transit - ND 770553

Good day Sir,

As stated previously , the vehicle is out of warranty and we are unable to take responsibility for the alternator failing after the warranty period.

Kind regards,

Vincent Govender Service Manager