Not happy with Ford UK

Autumn_Sun

More of a rant really, but happy to follow any advice people give. I recently picked up a brand new Ford. Three days and 50 miles later I had a warning message come up saying 'Brake Fluid Low - Service Now'. Long story short the car ended up going back to the dealer for a repair (which took another 3 days). The dealer registered a complaint with Ford UK. I rang them to discuss. When they eventually answered the phone they said they would offer a service or Ford vouchers as a goodwill gesture (neither of which I'm interested in as I've set up an interest free payment plan for the service and I don't want a bike rack or a roof rack!). And I had the weekend to think about it. Whoopee!
Ford Customer Relationship phoned me back Monday but I missed the call. I rand back, spoke to someone else who said as it wasn't his case he couldn't deal with it. He'd get the other advisor to call me back. The advisor called me back today but again I missed her call. After an afternoon of trying to get through finally spoke to someone who said the advisor is busy and she is scheduled to call me back by next Monday at the latest. Big Deal!!
Am I just unlucky or is Ford UK really this bad? What should a really expect as compensation for a poorly put together car?
Thanks for reading!

Joe_Horner

Sounds like they're doing everything right from here.

Mistakes do happen. Granted, a loss of brake fluid is quite a serious mistake, but it only takes one faulty seal out of the tens of millions they make for it to happen. Someone has to be the unlucky one who gets that seal.

They sorted it in 3 days which, allowing for ordering parts, fitting and testing isn't that bad really.

They offered a free service for your trouble, it's hardly their fualt that you've arranged a plan to have it done anyway - if the service plan was through the same dealer, perhaps you could arrange to move the plan to the next service and use their free one for the first?

They also offered accessories as an alternative - again, if you don't want any of the accessories then it's hardly their fault.

It sounds like they've tried to keep to their agreed contact times but you've been unavailable. Keeping to one person dealing with the case is actually very good customer service because it avoids the possibility of chinese whispers and missed messages.

As for compensation, in strict terms you're not entitled to anything because you haven't actually suffered any loss. If they choose to offer something (perhaps a free service or an accessory voucher?) as a goodwill gesture anyway then that's really nice of them!

GolfBravo

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SLITHER99

My Ford story (positive, actually).

I bought a brand new Fiesta in 2001 as a graduation present to myself (OK early graduation, but still). Chose what options I wanted, colour, etc. First new car I've ever had.

Well, the morning I was due to pick it up, I was told that there was a problem with the car and that it would have to be repaired prior to delivery. The guy from the dealership was very apologetic and said that I can either keep driving my part-ex (a clapped out Mk 1 Fiesta), or I could come in and do the changeover anyway and they would lend me a courtesy car. I opted for the former.

Now the problem with my car they said was something to do with the fuel system (I don't remember exactly). Apparently it had to go to another place to get done which, by my reckoning was about 20 miles tops. I went to pick up the car and immediately had a few problems.

My big problem was that to me, delivery mileage is what? 100 miles, maybe? Nope... they had racked up 5000 miles in my brand new car. I mean, OK go for 200 delivery miles and add on another 100 for doing/testing the fuel system problem... takes you to 300. Right? Not five blooming thousand!!!

So, after much wrangling, I stupidly said OK and signed for the car, but made sure to write on the form "Unhappy with excessive delivery mileage".

Anyway, I got home, showed off to my folks who too were less than impressed with the brand new delivery mileage. Went to start it up and thunk... nada. The RAC towed me back and I had it out right then and there insisting on rejecting the car.

The dealership were rubbish! Purely and simple. They were giving the wide-eyed smirk of "Sorry pal. You signed it, it's yours now! We're not getting you another one!"

Well, half an hour on the phone to Ford UK and in fairness I did give the girl a hard time to begin with... took me a few minutes to calm down and stop being a g1t to her. But after I'd said my piece, she did call me back within 24 hours and said "Yep, we're authorizing a replacement"

Well, it took nine weeks to order a new one in - and when I picked the new one up it had suddenly grown a (free) sunroof and AC system I hadn't previously ordered but OK no worries - that's fine.

Maybe it's the fact I got it delivered to a different dealership (I had lost trust with the initial one) or maybe it's likely that my second Fiesta happened to be in stock somewhere so I got that one. Either way, I drove away happy.

For what it's worth - I don't remember what site exactly it is, this was 10 years ago - but use those drive the deal type discount sites. They work, they're great, they save you more than developing a migraine haggling with the dealership!

KTF

I am not sure why the dealer registered a complaint with Ford UK as the dealer should have done a proper PDI check when the vehicle was delivered and this includes a fluid check.

Anyway, what sort of compensation are you expecting?