Disgusted with Mekor Ford Claremont

Dear Mr Snyman

On the 04 December i finally took possession of the Ford Eco Sport as mentioned above after a lot of inconsistencies with your branch of which the monthly premium changed thrice. I tolerated the salesman, as he kept on putting deals on the table and changing them. I had one meeting with Safiya as Bernard was the one giving me premiums and increasing them again.

It was already distressing there to do business with your branch as i have asked for an additional step to be added for my special needs child.

I purchased a brand new car as mentioned above from your dealership that is now just over a month old.

On the 21/01/2020 as I was driving home from work when the engine light and service light lit up on the dash panel. The car started misfiring. This caused much fear and anxiety.

I picked up my daughter at after care and was too afraid to drive the car home. I contacted your dealership @17:40 and only got hold of your financial consultant, Safiya who in turn managed to get someone from workshop to assist me, because everyone else had gone home.

Richard and his assistant came to my aid and brought me Safiya's car and took possession of my car.

I am aware that a car/ cars were recalled due to some misfuntion two or three years ago.

I am extremely disappointed and shocked because of my experience and find the situation very frustrating, fearful and irritating as new cars are not supposed to do that.

While I do understand that manufacturing errors happen, I cannot understand why the car was not tested before handover.

This is not the type of product I would have expected from a manufacturer of your size and reputation.

I was contacted by your service department and was spoken to by Ebrahim who informed me that he spent time from this morning until +/- 15:15 to find out what was wrong with the car.

I am a single parent and do not feel comfortable driving my special needs daughter around in a brand new car that had issues with the engin within a month and a half of purchase.

I demand that the car be replaced as well as compensation for the waste of my time and money, and the endangering of my life.

My expectations are high; please do not disappoint me again.

Awaiting your reply and action.

Following is the reply of the dealer principal of Mekor Ford Claremont: Good morning Mrs. Jacobs

Firstly let me apologize for the obvious inconvenience this caused you.

As you know we as dealers buy the cars from Ford Motor Company SA – who makes/imports and wholesales the vehicles to us.

Upon receipt of the brand new vehicle – we have a standard, Ford SA approved way to prepare and check the vehicles. We visually inspect the vehicle, we put the vehicle on an IDS system – checking for any faults or problems that may have occurred at manufacturing time, or in transit. We also put fuel in the car, in that short trip the technicians check for any other faults that may present itself.

We cannot predict a fault that may occur a month later. And while I really understand your frustration – I cannot just replace a vehicle. That is the reason you have a full warranty on your vehicle. If I have to replace vehicles for every fault that presents itself I will not be in business.

I want to re-iterate that I have the fullest understanding of your anger and disappointment – My team and I are trying everything to solve this problem and absolutely make sure this fault does not happen again. The nature of a vehicle with millions of working parts is such that I cannot promise you any fault will never happen again I understand one buys a new car exactly not to have problems. The reality is that it does. If you afford me the opportunity to make 100% sure what caused this, and to make extra sure this does not happen again, I would be really appreciate it.

I believe we gave you a vehicle to use in the interim. I will revert back to you as soon as my technical team gives me the all clear. Please let me know if the vehicle you are using is good enough to transport your daughter in.

I am happy to meet with you if you so wish. I will revert as soon as the technical report and check has been completed. Your vehicle is a priority for us.

HELP PLEASE!!

I have a special needs child, Im a single parent , i do not want to fear what might go wrong driving a car that is not 100% and that I will , especially now that within the first one and a half month of owning a brand new car has given me engin trouble.