Pin the tail on the donkey warranty

<p>I called motorite and told them that I was having problems with my car and I needed them to be checked and fixed based on what is covered in my policy. They lady that I spoke to instructed me to take my car into a ford dealership so that they can check what is wrong with the car and fix it.</p> <p> </p> <p>On the 21st November 2016 I took my car into Ford Goodwood for them to take a look what the problem was. I gave them a brief description of what I experienced when I drive the car. I even asked them to take the car for a test drive, so that they can understand hear the sound that I heard.</p> <p>They did a diagnostic and it picked nothing up, it was only after they drove the car out of the shop that they realised what I was talking about. They subsequently discovered that there was a problem with the water pump, wheel bearing and the clutch.</p> <p>They submitted a claim with a quote to Motorite, which I didn’t a copy of. They then agreed with Motorite that they would fix ONE of the 3 items that needed to be fixed. They decided to fix the most expensive item which is the clutch. They were requested by Motorite to remove the gearbox, which is when I first heard that there was a problem with the clutch.</p> <p> </p> <p>Today I called Motorite to find out what is going on with the claim because I have been without a car for a week now but no work has been done on the car by FORD Goodwood. The gentleman that I spoke to, whose name is Tshepo informed me that they would only cover one item from the 3 things that er wrong with car and they (Ford Goodwood and Motorite) decided to go with the most expensive one on the quote, which is the clutch. Mind you no one told me that not all 3 items were going to be fixed. On the policy booklet that I have, each item that is covered under the warranty has a maximum amount that it’s covered for next to it. They then read me some complicated jargon explanation which they explained to mean that only one item can be claimed at a time. They also said that should they fix the clutch, I can’t come back and request for the water pump and the wheel bearing to be done. Which means, according to the amounts they were quoted by Ford Goodwood, I would either have to take the car back after a whole WEEK half done or fork out almost R6 000 for the other 2 items to be done.</p> <p>They booklet has a lot of jargon which is not consumer friendly, TCF states that whatever contract, documents or correspondence that the consumer gets should be clear and be in plain business language. Their booklet is compliant with that. Furthermore, if each item is covered for its own amount, why can’t they be fixed at the same time? They are being ****** and want consumers to be ****** because if you take a car into the garage and ask them to only report one item at a time, they would cover it but because all the items are reported at the same time, they are only going to fix one. How am I as the consumer supposed to ensure that only one thing is wrong with the car at a time? I have no control over that.</p> <p>ALL I want is for my car to be fixed, ALL 3 problems to be fixed on the car because I cannot be driving around with a car that is not 100%. They will not pay for that car should a bigger problem occur because they dint fix what they were supposed to fix.</p> <p>When you take out warranty and it’s added to your car financing, none of these things are explained but now that it comes to claim stage I must play pin the tail on the donkey to choose what must be fixed on my car. On top of that, Ford Goodwood says I will be liable for the charges for the labour to dismantle the gear box if Motorite decides not to cover the problem. What joy is there in all this for me as the consumer? I took out warranty to be covered but now it seems I would have been better off investing that money and fixing any problems myself as they arise.</p> <p>I need this sorted out ASAP before this escalates to the National consumer commission or the ombudsman.</p> <p> </p>