Dealers refusing to acklnowledge issue

artichi

It sounds like you're taking all the correct steps, but don't forget that the expiration of the 3 month warranty has no impact on your consumer rights.

skematicgnu84

Thanks artichi, that's good to know!

Well i spoke to the garage twice yesterday to try and get hold of the Service Manager, as the email i have sent to him and the Dealer Principal seems to have been ignored.

I was told the first time that the service manager was out, second time he was in a meeting and will call me back. With no great surprise, i had no contact.

So, today i am ready for a 'fight'. I hope whoever reads this next will be able to back me up and say what i'm about to do is right.. but i'm going to ring them at 9 and give them till about 12 lunchtime to ring. If they don't, then that will be the end of the phone calls and i take this further.

Strider590

Sounds like a very poor dealership.....

It's probably the technicians not wanting the hassle they'll get from management, if they declared a fault and replaced the DMF, it'd take a big chunk of time out of their day, they'd get very little else done.

Job times are often set by people that have never touched a spanner in their life, small jobs are ok, but they don't have time for the big jobs.

You need to get in to speak with an actual technician, not the clueless suit wearing knob jockey at the service desk.

Weird_Nev

We had a volvo with a clutch that rattled when in neutral. It did it for 100,000 miles and 8 years.

arcon5

What mileague is the car?

I have a similar issued on a mk3 mondeo - when cold especially will rattle and stop when clutch is pressed - done 34k miles since hearing it.

Problem is there is a difference between on the way out and knackered. My tyres are on their way out - have about 2.5mm left

skematicgnu84

The car is an 09 with 51k on the clock, full service history (most of this been carried out by Ford)

The Service Manager has just called explaining that the technicians have advised the gearbox rattle is normal (again) and when asked what happens it the DMF/gearbox fails after the three month warranty, he said 'all i can say is that the warranty is three months and non extentable'. He says that he's reluctant to start taking the gearbox out/change parts as this may not cure the fault. Therefore as far as he's concerned the car is ready to pick up and no further action will be taken. After telling him how unhappy i am spending so much money, he's contacting the dealer principal for advice and will call me back.

His main advice though was to collect the car and take it back in a month to get looked at again!!.. obviously i refused this!

spacey2012

Serve written notice on the dealer that they have refused to rectify the situation and you shall seek independent advice and consider any legal options once you have obtained a independent report.

skematicgnu84

Doing that now, thanks spacey and to everyone else who's helped!

skematicgnu84

Who says it doesn't pay to complain? :j

The Service Manager called earlier this afternoon to say that the Dealer Principal is unavailable today, however they have taken the car to a main Ford dealer for a second opinion. Funnily enough, Ford have backed me up and confirmed that there IS a fault (i would loved to have been there to see the blokes face from Evans Halshaw), parts are on order, the gearbox is coming out and the fix will be made shortly!! Me 1 - 0 EH

fivetide

Shows what you can do sticking to your guns. Well done.