Ford Lazarus Centurion poor/slow service (took in car for diagnostics and repairs)

My ford focus 2016 1.6 tdci started making a weird sound when my foot was off the clutch when driving. This started on the 3rd of Jan in the evening. I took it (walk in) to Ford Lazarus Centurion on the 4 Jan 2020 so they could advise. We drove around the block with one of the foremen so he could witness the sound. He suggested we book it in, so they can have look at the gearbox,pressure plate and clutch-kit. Before leaving, I made a booking for the 13th, as I was making the booking I was told that the guys that deal with gearboxes will be back from their Christmas break around the 13th of Jan , so this would be perfect as the car would have their attention asap if necessary. I took in the car on Monday the 13th early in the morning at 7am. I later sent them my warranty documents around 10am because I was told that they wouldn't be able check my warranty details in the system since I had bought the car with the warranty at a different Ford dealership (Ford Bruma in Eastgate, Johannesburg). Later that day at 14:30 the lady from service department called me asking for my permission to remove the gearbox to do diagnostics and I gave them a go-ahead.

Then Friday the 17th at 9:17am I received a call from that lady and she told me that they were not done with taking out the gearbox. I then asked her what exactly the problem is as I would like to know what caused it . She then told me that they will know by Monday when they take out the gearbox and do diagnostics

On Monday the 20th, I waited the whole day for their correspondence until I decided I to call them around 3pm to ask for an update on my car. I spoke to the same lady again. She asked that I give them more time, and that they still don't know what the problem is. I asked if I could come to the dealership and speak to one the foremen or mechanics working on the car so I could get some light on what is going on or what they have seen/tested/checked or what the hold up is because I really want to know and get the car fixed asap. I was told that , coming there would not making any difference because they also do not know what the problem is. She also said they are waiting on the gearbox people.

Then today, 22 Jan, around 12 noon I decided to personally go to the Ford Lazarus to make a follow up as I had not been given an update. Spoke to the same lady and she said ; 1. They are organizing logistics for Mayfair Gearbox guys to come fetch the car / the gearbox. I asked when they would come and she said she doesn't know

2. I asked if they now know what problem is and I was told that it is the 'gearbox'. I then asked what exactly in the gearbox is damaged coz it still drives just fine and engages smoothly into all gears, its just the noise. And I was told that the 'entire gearbox' is damaged and needs to be replaced.

My frustrations/complaints are: 1. I don't understand why this taking so long and they haven't even started fixing anything. I doubt they have even touched it. I suspect they are taking it to the gearbox guys (Mayfair) so that Mayfair can actually start doing the diagnostics which they (Ford Lazarus) haven't done or completed. The reason I say this is because if they were certain of the issue they would have requested authorization to exercise the warranty cover and they would also know if the repairs will be covered by the warranty or not (I was told that they still do not know if the warranty will cover the repairs or not).

2. The fact that they didn't know what the problem was and then all of a sudden its its the 'entire gearbox' with no explanation as to how they came to that conclusion worries me very much. I am not even certain that they even touched the car till to date.

3. If certainly the 'entire gearbox' is damaged why can't they order a new one from the Ford factory and fit it themselves instead of taking taking it to Mayfair(a 3rd party). Why take it to gearbox repair company to do a replacement/fitting? I am afraid Lazarus Ford Centurion are opting for the 'easier' route for them to replace the gearbox than to diagnose and fix the problem. If they do replace my gearbox, I fear that they will replace it with a cheaper second hand gearbox or with a generic gearbox(not the original from Ford). 4. Lastly,I work as a consultant and my job requires extensive travelling from site to site and right now my I am not mobile and my boss has started complaining because he can't send me anywhere to go make money for the company. I haven't been bale to provide my boss with solid status of my car with timelines and he is get frustrated with me . This is also why I need the car to be fixed asap.

5.As a customer, I also feel Lazarus Ford Centurion is not being professional by not constantly updating me on what is happening regarding my car.