Faulty Brand New Ford Focus - my rights?

MoneyHoop

I purchased a brand new Ford Focus around 15 months ago and have been having problems with it ever since.

I have a knocking noise coming from it and the engine keeps cutting out. I have had the car in at the garage 5-6 times and have even taken it for a drive with one of Fords mechanics.

I have constaantly been in contact with Ford customers services.

The last time I picked up my car (around a week ago) Ford stated the problem had been fixed but it has not. I contated the dealership and asked spoke to the manager who stated he would call me back which he did not, I have then contacted Customer Services who stated they would speak to the maneger and get him to call me back which he still has not.

I paid £15000 for the car just over a year ago and to be honest just want my money back and to hand the car back over. Before I go down to the delaership I wondered if any one knows what rights I have - Is the car fit for purpose? Am I in my rights to ask for a refund - if Ford don't help who can I contact??

I would be grateful for any suggestions.

Tilt

From what you are saying no, the car isn't fit for the pourpose. As it seems that they have had their fair share of opportinities to rectify the problem, you may have grounds now to reject the car under the SOGA. You would have to do that in writing and once sent, you wouldn't be able to use the car again. Before we take you down that route, can I ask when you first reported the problem, how many miles the car has done now, is it under a HP agreement and have you got any written correspondence in relation to the problem from either the dealer or Ford themselves?

MoneyHoop

Thanks for the reply. The problem was first reported 6-8 weeks ago. I have unfortunatley not got any written correspondence between Ford and myself, but I do have a reference number from my first initial call to customer services and the name of the staff member who has been dealing with me. The car has been looked at by two seperate Ford dealerships and has only done just over 9000 miles so well below average.

pitkin2020

If you reject the car you won't get all 15k back as you have had some use out of the car that has been trouble free so that will be taken into consideration, IIRC.

MoneyHoop

Also the car was purchased outright by myself

Tilt

Ok. I was hoping that you were going to say you had reported the fault a lot longer ago than that! Seeing as the car was ok untill the last couple of months, I would suggest asking for a replacement on a 'like for like' basis. As previously mentioned, you have had just over 12 months trouble free motoring (apparently) so if you went for a straight refund, you may loose a couple of thousand in depreciation. Ultimately though, it would be for a court to decide the actual refend amount if you decided to dispute what the dealer was offering. The only problem with asking for a replacement has a similar outcome. You may not get the same spec value as yours if they agree a straight swop for another new car. What they may offer is an ex-demo with the same spec which obviously won't be new.

To sum up, your rights are; a) you can ask for a refund by rejecting the car as being of un-satisfactory quality. This however may not get you a full refund unless you are willing to take it to court where there would be no guarantee that you would get anymore. Or b) ask for a replacement on a 'like for like' basis or even c) leave your car with them to completely rectify and ask them for a courtesy car.

Please let us know how you get on.

MoneyHoop

Thanks for your reply Tilt, you have been very helpful. I will be let you know how I get on with it.

bigjl

I don't think they will let you reject a car that has developed a fault after more than a year.

Have they told you what they think the problem.is? What parts have they been changing?

Perhaps a phonw call to Ford Customer services to get one of the area engineers out to check the problem.

As far as getting your £15k back, no chance i would have thought, your car is worth a lot nearer to £10k now and even that is with a following wind, ex motability Focus with autobox are going for arounf £5.5k with less than 20k miles.

scheming_gypsy

it depends why it's doing it. If you've not put oil in and killed the engine then they won't give you a refund because it's your fault but if there's a mechanical issue that isn't your fault then they at least have to repair it.