Ford and Innovation Group hunger for money with poor service

My girlfriend, bought a Ford Fiesta 1.4 Ambient Registration DZ 18 HH GP Client ID .in January 2017. She was sold for among other plans 1) Extended service plan 2) Extended Mechanical warranty 3) Power up plan The above were to be for 2 years The vehicle is 2015 registered. This implies that the factory warranty expires in December 2019. Her 60 000 km service was done towards the end of last year. Upon checking up on the plans, we were surprised to find that the extended plans were expiring in 2019. We had to call MFC and have this issue resolved. It would appear that we were sold the plans and they were running concurrently with the manufacture warranties. We found this quite unacceptable and the fact that we actually had to call and explain this to several people before the issue was resolved to have the warranties kick in upon the current ones elapsing was quite shocking to say the least. How can financial advisers sale a client 2 products of the same purpose at the same time? We then had an issue with our battery. We visited ford Lazarus in Centurion on Saturday 06 April 2019 to have it fixed, the customer service lady advised us to come back on Monday morning. This morning I went back, another lady advised that we should go to innovation group for help as they do not deal with batteries and parts. a) Why are we being told to come on Monday and when we come, the lady dismisses us, not even looking at the car details. b) How can the lady say that they do not even deal in batteries, how about the parts that are bought at the dealership. c) Why do we have to be asked to run around? Wasn't the whole point of us paying the premiums so as to ensure peace of mind? d) When the car went in for service, last year, she was advised that the brakes needed to be replaced. We had to replace the brakes ourselves( at our cost) . Why was this not put on the powerup plan that was being paid for? Upon calling Innovation Group and staying on the line for over 30 mins, a lady advised me that the plan has expired and cannot be renewed as it covers the car for 75 000 km or 4 years. I tried to explain to the lady that the car was registered first in December 2015 meaning the car will be 4 years in the coming December. She would not hear any of it. I also spoke to a gentleman called Bradley and asked for advise on how best we could approach the issue to get a new battery as it is a crisis and we can resolve all else later, he kept on referring me to how the client signed up for the plan and there is proof of the deal in recording ( which is incorrect as the client signed up at the dealership not over the phone) and in a nutshell not being helpful to understand that we need the battery issue resolved. He really painted a picture of the service provider has evidence that the client signed up and knew what they were signing up for even without full details and was very dismissive.

Melissa from Ford Silverlakes called and explained a few things and promised to request Charnel to call me, she emailed Charnel requesting her to contact me and as of now almost an hour and no contact yet. Yet this is an urgent matter.

The service we have received thus far from Ford SA and Innovation Group has been nothing short of disturbing. Is this a case of the client has to read the fine print or they have themselves to blame? I would expect better financial advise from the dealer with the client's best interest at the core of it and not the sales. I am not sure this service is reassuring coming from a registered financial service provider