Appalling Customer Service from Ford UK

FedupwithFord

We bought a 2017 plate Ford Galaxy in May 2019 with 12,500 miles on the clock from Motorline direct in Leicester.
In July 2019 (2 months after buying the car) it broke down when we were in Belgium.  Ford Ghent replace 1 fuel injector but couldn't replace a 2nd faulty injector.  The car was repatriated to Sleaford Ford where the injector was replaced in August 2019.
At the end of August 2019 the TCM was replaced by Sleaford Ford.
September 2019 another fuel injector was replaced.
Covid then hit and the car did far fewer miles.
In March 2023 another fuel injector broke, and then in May 2023 3 more injectors were replaced.
December 2023 the car broke down again! The garage advised us to take it to Ford where the diagnostics could hopefully work out why they kept going and why the car kept going into limp mode, the revs racing high and loss of power.
The car is currently with Boston Ford where they are saying that to replace 4 fuel injectors AND a complete fuel system will cost in the region of £9000.  Ford UK are refusing to accept any liability and have advised us to go to the Ombudsman (which we did on Friday).  They are refusing to accept any liability for a problem (which we have recently discovered) went back to Feb 2018! 
We are disgusted by Ford UK for not assisting as this is a long running issue and has been dealt with by a  number of Ford garages in its lifetime.
Is anyone able to advise? Many thanks!

born_again

Was it a ford dealer it was purchased from?
Has it been serviced as per Ford service schedules & OEM parts or equivalent?

Were any of these parts replaced under warranty, or at your cost?

In reality now you will just have to follow Fords advice.

Bigwheels1111

From memory Ford Sleaford next to the chemist and dry cleaners in the petrol station Boston rd.
Were useless, took a Ford mondeo into them needing 2 wheel studs.
With the car in front of them they ordered the wrong ones.
Went to Taylor’s Ford Boston as mate lives near by, they ordered the wrong ones too.
Having driven one million miles in diesel cars, I’ve never had an injector fail, let alone 8 plus.
3 Fords, 8 rover 418 & 218, 2 Vectra’s, 3 Peugeot’s etc.
I know over a dozen mini cab drivers that had a galaxy, not one had injectors replaced, all had done 250k miles.
Auto box, all of them.
Sounds like they never found to underlying problem.
I would lead any further communication with that fact or that their injectors are inferior.

Jaybee_16

Sad to see these stories of Ford service departments.

A few years ago I had clouds of smoke coming from the bonnet of my Diesel Ford Kuga. AA relayed it the 250 miles to the Ford dealer who serviced the car. Apparently Ford had to photograph the broken injector and send the photos to Ford HO to approve the warranty work. They had the car about 10 days which didn't matter to me because I had a new Kuga as a courtesy car.

Another injector failed about a year later, same process except I was nearer to home.

Sad to see more recent experiences from Ford. 

Mildly_Miffed

The dealer are obviously treating this as a misfuel, hence saying the entire fuel system needs to be replaced. Don't take a seven year old car to a main dealer.

In any case, the dealer are not "Ford UK" - they're merely a garage under franchise to them. The Ford dealer in Boston, Lincs, is Taylors Service Garages (Boston) Ltd, trading as Taylors Motor Group.

https://taylorsmotorgroup.co.uk/taylors-of-boston/

https://find-and-update.company-information.service.gov.uk/company/01167024/persons-with-significant-control

It probably just needs one injector to be replaced. It's not realistic or reasonable to expect any comeback on the people you bought it from four and a half years ago, much less the manufacturer.

Goudy

Take it to a diesel specialist.

Something is taking the injectors out, chances are it's swarf in the fuel system from the pump breaking up, which is why the dealer wants to replace the whole fuel system.

I'm not saying it's a common problem, but 2.0 Duratorq's were prone to this. The cam and rollers in the pump wear away the hardened surfaces, leaving softer metal shedding particles into the fuel being delivered to the injectors.

It's one of the reasons this engine has the nickname Suradorq!

A diesel specialist would have access to or even recondition all the parts on site themselves.
Chances are those recon parts would be far more reliable anyway.

badmickeydooo

https://forums.moneysavingexpert.com/discussion/6500473/appalling-customer-service-from-ford-uk

Hi Guys, just wanting to make people aware ! Bought my 2 year old fiesta ST just over a year ago from a Ford dealer. had a years warranty on it. i am a massive Ford person and have mainly bought fords all my driving life. i also own a classic ford and have had a few classics and all been fords. they stopped making the fiesta in 2023 so i bought a 2023 model fiesta ST in Mean Green as its an ST only colour. Great i thought i can keep hold of this for a long time and maybe pass it down to my son when i no longer need it. it has gone back in under warranty twice already, headlight malfunction and radio packed up completely which were both sorted no problem. I have recently noticed bubbling on the rear spoiler, so i contacted the dealer i bought it from and they said it was out of the 3 year warranty and they could do nothing. I thought this was a bit harsh as it was only a month out of warranty and I'm sure paint should last longer than 3 years. So i contacted Ford UK and after sending them all my details and a lot of information, they have also said that i am not covered as the previous owner had not had the paint and body check done, now all the services had been done at a ford dealership, so why were the necessary checks not done. But basically I'm out of luck due to the previous owner doing what they assumed would be everything they needed by using a ford main dealer. Sorry to Rant people, i cant believe how I'm being treated after all these years of commitment to the FORD brand. Ford customer service is appalling !

forgotmyname

You need to ask the previous owner why he did not want to pay for the body check. Same as some owners that get a
list of faults the dealer found and the owner says just change the oil and stamp the service book.

Cannot see anything in your comments where their service was appalling, they just informed you the previous
owner did not pay for the body checks so the body warranty was not valid. You could have possibly got the
body checks done when you purchased it and got the warranty re-instated?

ohreallƳ

Possible the paint check was additional chargeable work that the previous keeper decided that's someone else's problem.