New Ford Puma

[philip0310]

I ordered a new Puma expecting the spec as advertised in the sales brochure. Upon delivery several items were missing including massage seats, phone charging mat, rear mats and threshold plates. Contacted Fords customer services who inform me that they are entitled to do this as spec is subject to change. Any advice on this please ?.

[Vendee]

2 hours ago, philip0310 said:

I ordered a new Puma expecting the spec as advertised in the sales brochure. Upon delivery several items were missing including massage seats, phone charging mat, rear mats and threshold plates. Contacted Fords customer services who inform me that they are entitled to do this as spec is subject to change. Any advice on this please ?.

That's not good. what model did you order? I thought that lumbar massage seats were only available with the Vignale and the Ford website is still advertising this as standard fit for the Vignale. I've just looked at the order form for my Puma and there's no mention about spec change.

[unofix]

My advice would be to take screen shots now of the Ford website with todays date if it is still showing the missing items. Then next stop would be trading standards.

Ford do reseve the right to change and amend model specs at anytime without notice, its in the sales contract you signed when you placed your order (all car manufactures do it).

Where Ford have left themselves open to a breach of sale of good is if you can prove that they had already changed the spec BEFORE you placed the order. Now that won't be easy but if they are still advertising it with all the bells and whistles but thats not what you would get if you placed an order today then that would be reasonable cause to believe that they are misrepresenting the product both now and at the time you placed the order.

I once had a case against Ford when I placed an order for a Black Orion. When it arrived it was not black, it was anthracite grey because Ford at that time had stopped making black orions (Henry Ford was turning in his grave). Ford backed down when I said that I was willing to go to court over the matter. I ordered the car again in a different colour and kept the anthracite grey car until my new car was ready some 12 weeks later.

[AncientFordOwner]

3 hours ago, philip0310 said:

I ordered a new Puma expecting the spec as advertised in the sales brochure. Upon delivery several items were missing including massage seats, phone charging mat, rear mats and threshold plates. Contacted Fords customer services who inform me that they are entitled to do this as spec is subject to change. Any advice on this please ?.

Unfortunately the spec is detailed in the Price List and changes frequently. When did you order it, I may have the Price List that covers your car? The massage seats and QI phone charger disappeared ages ago on some models.

[Tizer]

Ford are good at doing that, the same thing happened when my Focus arrived even though the online brochure still showed the old specification. I thought mine was a misbuild because Ford dealers did not know about the changes. 

I eventually found out via a Forum member who kindly listed the changes that Ford had made to my model before Ford officially told me that the spec had been changed.

[philip0310]

Thanks for all of the input which is most useful. Ford advised me to take it up with my dealer who stated that this is a regular issue, his response to me is quite self explanatory. At the time of placing my order the missing items were shown as standard in the brochure : 

I believe is something that lies with Ford directly. As they should be updating the brochures as options change on the vehicle.

There has been 5 different order guides available since the puma was released.

The features that you mention were all available up to the 2020.75 model order guide. 

These features were dropped From the order guide from 19th October 2020 when the 2021.25 order guide was released

Your Puma was ordered from the 2021.75 model order guide which had the option for the Auto MHEV

 I have attached the standard features of the Puma Titanium at the time of the order.

[Vendee]

58 minutes ago, unofix said:

 

Ford do reseve the right to change and amend model specs at anytime without notice, its in the sales contract you signed when you placed your order (all car manufactures do it).

 

I've got my Puma order form right in front of me. It mentions the right to increase the price (in which case you have the right to cancel) but it does not mention any right to change the agreed specification or equipment level.

[philip0310]

Thanks, it cannot be right to change the spec or levels of equipment without informing the customer first. These are items specified and paid for so should not be able to be removed. If they are for reasons of manufacture then a suitable reduction in price should be made on the sales invoice upon collection. I believe that I have a legitimate claim against Ford and will be taking it further.

[DaveT70]

Ford are allowed to do that, yes.

But the dealer is obliged to tell you what model year you have ordered or are buying and confirm what features are fitted.

Did you ask? 

[DaveT70]

If you haven't done the final docs signing, then just walk away or order another one

[Pete14tc]

Really appreciate this post as I am seriously considering the Puma as my next vehicle. Normally I always buy nearly new and you know exactly what you are getting and a much reduced price.  Delivery could be around 4 months so will establish just what I expect from my purchase. 👍