Shocking Ford customer service
Discussion
I was staggered today after speaking to my mom about some trouble she's been having with her Fors Kuga.
Brief history is the engine light came on her 2008 2.0 tdci. Took it to our local ford main dealer around 3 weeks ago, they told her to take it away to see if it went off.
It came back on again on Monday so she took it back to the same dealer. They took it in to do a diagnostics check and found out it needed a new part to do with the diesel filtration. Now amazingly, the part has just been updated but doesn't fit! However because of the update the old part is no longer made. The dealer has "supposedly" searched the country and can't find a single part. How can a company the size of Ford not have a part which they say is a common fault!
It carries on.
Were going on holiday on Tuesday and they have said the car can't be driven and they will give us a hire car...if we pay £11.75 A DAY insurance. Bearing in mind they said the part won't be ready for 3 weeks, that's not going to happen. We only need a hire car to get to the airport which will then sit in the car park. I can understand they don't want to give us a hire car if it's going to sit in a car park, but surely it doesn't make a difference what someone is doing with a car, if they give it you for 3 weeks, it's yours for 3 weeks? Within reason of course.
We then tried Ford direct who were no help at all and said they would 'try' and get us a car. The dealer was a complete arse on the phone and left my mom hanging on the phone for 30 minutes to then tell her they could nothing.
She only bought the car 4 months ago and it's still in warranty.
Anything we can do to try and get further with the situation?
Brief history is the engine light came on her 2008 2.0 tdci. Took it to our local ford main dealer around 3 weeks ago, they told her to take it away to see if it went off.
It came back on again on Monday so she took it back to the same dealer. They took it in to do a diagnostics check and found out it needed a new part to do with the diesel filtration. Now amazingly, the part has just been updated but doesn't fit! However because of the update the old part is no longer made. The dealer has "supposedly" searched the country and can't find a single part. How can a company the size of Ford not have a part which they say is a common fault!
It carries on.
Were going on holiday on Tuesday and they have said the car can't be driven and they will give us a hire car...if we pay £11.75 A DAY insurance. Bearing in mind they said the part won't be ready for 3 weeks, that's not going to happen. We only need a hire car to get to the airport which will then sit in the car park. I can understand they don't want to give us a hire car if it's going to sit in a car park, but surely it doesn't make a difference what someone is doing with a car, if they give it you for 3 weeks, it's yours for 3 weeks? Within reason of course.
We then tried Ford direct who were no help at all and said they would 'try' and get us a car. The dealer was a complete arse on the phone and left my mom hanging on the phone for 30 minutes to then tell her they could nothing.
She only bought the car 4 months ago and it's still in warranty.
Anything we can do to try and get further with the situation?
No haven't got to pay for any of the work, it's the fact she's got to pay for the courtesy car. Dealer said if she takes it away and it goes bang, they won't cover it under warranty because they've advised her not to. But then they won't give her a courtesy car while waiting for the part. So no car for upto a month unless she pays £12 a day for the insurance.
I had similar strife with a Ford dealer (name and shame prevents me from saying the owner of the dealer) when I was having rather more than a few minor niggles with my ST, but I was told that after the first year of the manufacturers warranty expires they are under no obligation to provide a courtesy car if they have none available, this particular dealer had six (four general use and two emergency ones) and they were all in use as six was there minimum requirement for the franchise.
Matt
ManaghGB said:
No haven't got to pay for any of the work, it's the fact she's got to pay for the courtesy car. Dealer said if she takes it away and it goes bang, they won't cover it under warranty because they've advised her not to. But then they won't give her a courtesy car while waiting for the part. So no car for upto a month unless she pays £12 a day for the insurance.
I was told this too despite my arguing that I require a car for work and I have to drive it, it really got my goat. If I ever buy a European type car again it won't be a Ford sadly.Matt
Edited by mattmoxon on Wednesday 30th June 18:10
ManaghGB said:
I was staggered today after speaking to my mom about some trouble she's been having with her Fors Kuga.
Brief history is the engine light came on her 2008 2.0 tdci. Took it to our local ford main dealer around 3 weeks ago, they told her to take it away to see if it went off.
It came back on again on Monday so she took it back to the same dealer. They took it in to do a diagnostics check and found out it needed a new part to do with the diesel filtration. Now amazingly, the part has just been updated but doesn't fit! However because of the update the old part is no longer made. The dealer has "supposedly" searched the country and can't find a single part. How can a company the size of Ford not have a part which they say is a common fault!
It carries on.
Were going on holiday on Tuesday and they have said the car can't be driven and they will give us a hire car...if we pay £11.75 A DAY insurance. Bearing in mind they said the part won't be ready for 3 weeks, that's not going to happen. We only need a hire car to get to the airport which will then sit in the car park. I can understand they don't want to give us a hire car if it's going to sit in a car park, but surely it doesn't make a difference what someone is doing with a car, if they give it you for 3 weeks, it's yours for 3 weeks? Within reason of course.
We then tried Ford direct who were no help at all and said they would 'try' and get us a car. The dealer was a complete arse on the phone and left my mom hanging on the phone for 30 minutes to then tell her they could nothing.
She only bought the car 4 months ago and it's still in warranty.
Anything we can do to try and get further with the situation?
Inform the Dealer that under the Sales of Goods act they have to either repair or replace the vehicle, Seen as they cannot get the part you have a choice of a replacement or a refund. Buying a car is no different than any other new consumer item ie, Brief history is the engine light came on her 2008 2.0 tdci. Took it to our local ford main dealer around 3 weeks ago, they told her to take it away to see if it went off.
It came back on again on Monday so she took it back to the same dealer. They took it in to do a diagnostics check and found out it needed a new part to do with the diesel filtration. Now amazingly, the part has just been updated but doesn't fit! However because of the update the old part is no longer made. The dealer has "supposedly" searched the country and can't find a single part. How can a company the size of Ford not have a part which they say is a common fault!
It carries on.
Were going on holiday on Tuesday and they have said the car can't be driven and they will give us a hire car...if we pay £11.75 A DAY insurance. Bearing in mind they said the part won't be ready for 3 weeks, that's not going to happen. We only need a hire car to get to the airport which will then sit in the car park. I can understand they don't want to give us a hire car if it's going to sit in a car park, but surely it doesn't make a difference what someone is doing with a car, if they give it you for 3 weeks, it's yours for 3 weeks? Within reason of course.
We then tried Ford direct who were no help at all and said they would 'try' and get us a car. The dealer was a complete arse on the phone and left my mom hanging on the phone for 30 minutes to then tell her they could nothing.
She only bought the car 4 months ago and it's still in warranty.
Anything we can do to try and get further with the situation?
They will say it is the Manufacturer and not them responsible. All you have to do is inform them the contract is with them them and not the manufacturer and you will be returning the keys and all documentation. If they fail to refund you will go to Trading Standards and if neccessary pursue them for the refund and all COSTS associated through the small claims court.
Dont be fobbed off by the usual it is not up to us they entered into a contract with you under good faith and have not honoured that contract.
Listed below if it helps,
Key Facts:
• Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale).
• Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.
• Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.
• It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.
• If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)
• For up to six years after purchase (five years from discovery in Scotland) purchasers can demand damages (which a court would equate to the cost of a repair or replacement).
• A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.
• If repair and replacement are not possible or too costly, then the consumer can seek a partial refund, if they have had some benefit from the good, or a full refund if the fault/s have meant they have enjoyed no benefit
• In general, the onus is on all purchasers to prove the goods did not conform to contract (e.g. was inherently faulty) and should have reasonably lasted until this point in time (i.e. perishable goods do not last for six years).
• If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)
Well the parts clearly on backorder and this will happen with any comapny when a part starts to fail on a high volume of vehicles. Its all supply and demand isnt it.
Ford will have ordered a large number of new parts from thier supplier and untill these are manufactured, shipped and released into the dealer network you will have to wait. Its not as if the dealer hasnt attempted to fix your fault. They have identified the fault but are unable to obtain the part, so what more can they do? Theyre going to have to wait for the part like any other dealer in Europe.
As for your courtesy car and paying for insurance. Does your own insurance not allow you to cover courtesy cars when your car is in for repair? Might be worth a look. But as for the £11 a day to provide cover for the courtesy car. Thats a bit steap. Compare that to say £25 admin charge on getting a cover note for the courtesy car on your own insurance.
I wouldnt push for another car or refund as whats to say your next car isnt going to go wrong. They're not white goods and do break.
Ford will have ordered a large number of new parts from thier supplier and untill these are manufactured, shipped and released into the dealer network you will have to wait. Its not as if the dealer hasnt attempted to fix your fault. They have identified the fault but are unable to obtain the part, so what more can they do? Theyre going to have to wait for the part like any other dealer in Europe.
As for your courtesy car and paying for insurance. Does your own insurance not allow you to cover courtesy cars when your car is in for repair? Might be worth a look. But as for the £11 a day to provide cover for the courtesy car. Thats a bit steap. Compare that to say £25 admin charge on getting a cover note for the courtesy car on your own insurance.
I wouldnt push for another car or refund as whats to say your next car isnt going to go wrong. They're not white goods and do break.
roscozs said:
Well the parts clearly on backorder and this will happen with any comapny when a part starts to fail on a high volume of vehicles. Its all supply and demand isnt it.
Ford will have ordered a large number of new parts from thier supplier and untill these are manufactured, shipped and released into the dealer network you will have to wait. Its not as if the dealer hasnt attempted to fix your fault. They have identified the fault but are unable to obtain the part, so what more can they do? Theyre going to have to wait for the part like any other dealer in Europe.
As for your courtesy car and paying for insurance. Does your own insurance not allow you to cover courtesy cars when your car is in for repair? Might be worth a look. But as for the £11 a day to provide cover for the courtesy car. Thats a bit steap. Compare that to say £25 admin charge on getting a cover note for the courtesy car on your own insurance.
I wouldnt push for another car or refund as whats to say your next car isnt going to go wrong. They're not white goods and do break.
I'm glad someone else with a brain reads PH from time to time! The OP seems to me to one of those tFord will have ordered a large number of new parts from thier supplier and untill these are manufactured, shipped and released into the dealer network you will have to wait. Its not as if the dealer hasnt attempted to fix your fault. They have identified the fault but are unable to obtain the part, so what more can they do? Theyre going to have to wait for the part like any other dealer in Europe.
As for your courtesy car and paying for insurance. Does your own insurance not allow you to cover courtesy cars when your car is in for repair? Might be worth a look. But as for the £11 a day to provide cover for the courtesy car. Thats a bit steap. Compare that to say £25 admin charge on getting a cover note for the courtesy car on your own insurance.
I wouldnt push for another car or refund as whats to say your next car isnt going to go wrong. They're not white goods and do break.
tty customers we get in regularly. They come in with the preconception that they are going to get ripped off then find fault with EVERY LITTLE THING the dealer does to try and rectify the situatition.Parts on Back Order. One of those things. A Pain, but not like you ACTUALLY need the car if you're going away. Get a cab to the airport. Save on the airport parking and hire car insurance!
You won't get a new car this far out. Consumer rights say the dealer has to at least TRY and fix it.
"supposedly searced the country" probably using a computer I would imagine. So a good chance there isn't one
Your main problem is the invention of the Diesel Particulate Filter. Blame Ford. Who will blame EU emissions rules!
A205GTI said:
ManaghGB said:
I was staggered today after speaking to my mom about some trouble she's been having with her Fors Kuga.
Brief history is the engine light came on her 2008 2.0 tdci. Took it to our local ford main dealer around 3 weeks ago, they told her to take it away to see if it went off.
It came back on again on Monday so she took it back to the same dealer. They took it in to do a diagnostics check and found out it needed a new part to do with the diesel filtration. Now amazingly, the part has just been updated but doesn't fit! However because of the update the old part is no longer made. The dealer has "supposedly" searched the country and can't find a single part. How can a company the size of Ford not have a part which they say is a common fault!
It carries on.
Were going on holiday on Tuesday and they have said the car can't be driven and they will give us a hire car...if we pay £11.75 A DAY insurance. Bearing in mind they said the part won't be ready for 3 weeks, that's not going to happen. We only need a hire car to get to the airport which will then sit in the car park. I can understand they don't want to give us a hire car if it's going to sit in a car park, but surely it doesn't make a difference what someone is doing with a car, if they give it you for 3 weeks, it's yours for 3 weeks? Within reason of course.
We then tried Ford direct who were no help at all and said they would 'try' and get us a car. The dealer was a complete arse on the phone and left my mom hanging on the phone for 30 minutes to then tell her they could nothing.
She only bought the car 4 months ago and it's still in warranty.
Anything we can do to try and get further with the situation?
Inform the Dealer that under the Sales of Goods act they have to either repair or replace the vehicle, Seen as they cannot get the part you have a choice of a replacement or a refund. Buying a car is no different than any other new consumer item ie, Brief history is the engine light came on her 2008 2.0 tdci. Took it to our local ford main dealer around 3 weeks ago, they told her to take it away to see if it went off.
It came back on again on Monday so she took it back to the same dealer. They took it in to do a diagnostics check and found out it needed a new part to do with the diesel filtration. Now amazingly, the part has just been updated but doesn't fit! However because of the update the old part is no longer made. The dealer has "supposedly" searched the country and can't find a single part. How can a company the size of Ford not have a part which they say is a common fault!
It carries on.
Were going on holiday on Tuesday and they have said the car can't be driven and they will give us a hire car...if we pay £11.75 A DAY insurance. Bearing in mind they said the part won't be ready for 3 weeks, that's not going to happen. We only need a hire car to get to the airport which will then sit in the car park. I can understand they don't want to give us a hire car if it's going to sit in a car park, but surely it doesn't make a difference what someone is doing with a car, if they give it you for 3 weeks, it's yours for 3 weeks? Within reason of course.
We then tried Ford direct who were no help at all and said they would 'try' and get us a car. The dealer was a complete arse on the phone and left my mom hanging on the phone for 30 minutes to then tell her they could nothing.
She only bought the car 4 months ago and it's still in warranty.
Anything we can do to try and get further with the situation?
They will say it is the Manufacturer and not them responsible. All you have to do is inform them the contract is with them them and not the manufacturer and you will be returning the keys and all documentation. If they fail to refund you will go to Trading Standards and if neccessary pursue them for the refund and all COSTS associated through the small claims court.
Dont be fobbed off by the usual it is not up to us they entered into a contract with you under good faith and have not honoured that contract.
Listed below if it helps,
Key Facts:
• Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale).
• Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.
• Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.
• It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.
• If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)
• For up to six years after purchase (five years from discovery in Scotland) purchasers can demand damages (which a court would equate to the cost of a repair or replacement).
• A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.
• If repair and replacement are not possible or too costly, then the consumer can seek a partial refund, if they have had some benefit from the good, or a full refund if the fault/s have meant they have enjoyed no benefit
• In general, the onus is on all purchasers to prove the goods did not conform to contract (e.g. was inherently faulty) and should have reasonably lasted until this point in time (i.e. perishable goods do not last for six years).
• If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)
ps, Mondeo ST220 off the road for 6 weeks while parts came from Germany, 1400 miles on the clock. Did get a courtesy car for nothing mind!!
Haven't got a problem with not being able to get the part, these things happen. It's the way she was dealt with on the phone, left on hold for half an hour, told to "get someone to take you then" and being told someone will ring you at 10am to let you know whats happening, 5pm and still nothing. Not sure what your standards are but after you've just paid nearly £20,000 for a product, you wouldn't be pleased if there was a problem and they simply said you cant keep this one and your not getting one while we fix it, oh and we dont know how long thats going to take.
Not an option to get a taxi, its over 100 miles away. Could ask someone to take us but then our flights at 7.30am on a tuesday morning and everyone we know works.
To be fair the first technician she spoke to was very helpful, however the service manager and receptionist were a waste of time.
And how can a Company as large as Ford not have a part that is a common fault in stock. Your telling me that there isn't one in the whole country, i find that hard to believe.
ETA: Car has full service history and was a Ford Direct car, its only got 18,000 miles on it.
Not an option to get a taxi, its over 100 miles away. Could ask someone to take us but then our flights at 7.30am on a tuesday morning and everyone we know works.
To be fair the first technician she spoke to was very helpful, however the service manager and receptionist were a waste of time.
And how can a Company as large as Ford not have a part that is a common fault in stock. Your telling me that there isn't one in the whole country, i find that hard to believe.
ETA: Car has full service history and was a Ford Direct car, its only got 18,000 miles on it.
Edited by ManaghGB on Wednesday 30th June 20:11
Look it happens, I waited 6 weeks for a common part. The dealer sounds st, unfortunatly lots of Ford dealers are (& lots of so called "premium" car makes are just as bad so ignore fan boy above who thinks Audi's never break!). Phone Ford Customer Relationship Centre and see whats what, I'm sure they could arrange a loan car for you.
t, unfortunatly lots of Ford dealers are (& lots of so called "premium" car makes are just as bad so ignore fan boy above who thinks Audi's never break!). Phone Ford Customer Relationship Centre and see whats what, I'm sure they could arrange a loan car for you.ManaghGB said:
ETA: Car has full service history and was a Ford Direct car, its only got 18,000 miles on it.
IIRC they have a reject within 30 days deal? Ages since i looked at FD but that was certainly the case.ETA, ahh, you've had it 4 months, sorry.
Edited by Dave_ST220 on Wednesday 30th June 20:21
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