Hello,

Are Ford completely inapt?    Fiesta went in for some servicing (timing belt change) and came back without the engine cover, and now refusing to replace as wasn't part of the original VIN!    I provided a link to the part, but still refusing to replace as their "technical department" said not part of the original VIN.

So warning if your car has non-standard stuff added, double check they are their after taking to a Ford dealership as if goes missing you'll have trouble replacing!.

That's pretty poor.

That said, I always try to remove any stuff that might get "lost" when taking cars for for service, including engine covers, wheel bolt caps, sunglasses, anything in the USB ports, phone chargers, boot mat, etc, etc. And check carefully that things like locking wheel nut keys are where they should be when I collect the car.

("Are Ford completely inapt? "   Many on here would answer "yes" to that!😃)

If you're sure it was there when the car went in you could perhaps ask to have a look around their workshop (with one of their employees) in case it's lurking in a corner - I mean, it must be somewhere on their premises.  Or have a polite discussion with them in a very loud voice on a busy Saturday morning when the showroom is full of customers thinking about buying a £25,000 car from them.  I reckon you'll only have to threaten to do that....

Bypass the front desk and try to talk to the techs to see if it's still there.

Do you have time-stamped photographic evidence that it was fitted before it went in?  If not, without being an original part, it's just your word against theirs.

We have gone down the lines of them having a look for it,  unfortunately no photographic evidence.   They provided a complaints number (that was incorrect) so we now in contact with customer care with Ford UK which are just as bad.

 

Here are some latest emails on the subject from me/Ford.    Basically it means if you have a part on your vehicle that's not original to the vehicle (say to dress up your engine bay) but even though original Ford part and obtained from Ford, if it goes missing/damaged in their car they won't replace it.


On Mon, 5 Jun 2023 at 11:34, Kcrc, U (U.) <ukcrc1@ford.com> wrote:

Good morning, 

 

I hope you are keeping well. I'm sorry to have missed you on Thursday when I had called. 

 

I was just calling to follow up with you in regards to your case as I have confirmed some further details with both our technical and parts department. 

 

Our parts department were able to confirm that the part number you had sent through was for a genuine Ford part for the cylinder head cover/insulator which our technical team have advised is essentially the same as an engine cover. However, our technical department also confirmed that the part number you provided is not applicable for your vehicle. They also reiterated that there is no engine cover listed for your vehicle to order and the vehicle was not supplied with one. 

 

Based on this information, I'm afraid we are unable to cover the costs for you to purchase this part from the third party site. Furthermore, as there are no engine covers available to order for the vehicle, we are unable to request the dealership order one for you either. 

 

I apologise for any inconvenience caused. I will review for your response by Wednesday afternoon before sending the case off for closure. 
 

Please respond to this email without changing the subject line to ensure a quicker response.

 

From: XXXXXXXXXXXXXX
Received: Wed Jun 14 2023 13:30:52 GMT+0100 (British Summer Time)
To: CRC GRAN BRETAÑA <ukcrc1@ford.com>; CRC UK <ukcrc1@ford.com>; CRC UK <ukcrc1@ford.com>; CRC GB <ukcrc1@ford.com>; CRC GB <ukcrc1@ford.com>; CRC UK (USE ONLY SPAIN) <ukcrc1@ford.com>; CRC UK (FRA USE ONLY) <ukcrc1@ford.com>; CRC UK <ukcrc1@ford.com>; GBR - CRC EmailBox <ukcrc1@ford.com>;
Subject: Re:
 

Hello,
 

Sorry for the late reply and for missing your calls last week, been really busy at work!

 

I'm afraid that isn't acceptable, as I mentioned in my previous email and on the phone, even the part wasn't originally provided with the vehicle, the part was installed on the vehicle by the previous owner or by Ford themselves.   Many Ford owners add to their vehicle to dress up the engine bay or to add additional sound insulation and this is just such a part and may have been what has been done,I find it unacceptable that Ford would not replace the part if the item was damaged or misplaced during a service.   Are you saying that even though the part is a original Ford part that even the Dealership if wished to replace due to being damaged/misplaced in their care that they would be unable to?   I find that hard to believe that a company such as Ford would treat their customers like this.
 

Regards,

Richard.

 

From: "Kcrc, U (U.)" <ukcrc1@ford.com>
Date: 15 June 2023 at 07:47:09 BST
To: XXXXXXXXXXXX
Subject: Re:
 



Good morning Richard, 

 

Thank you for getting back to me. 

 

We would not be able to cover the costs of a replacement engine cover for yourself due to the age of the vehicle. This would be the dealer's responsibility to do so. However, there are no engine covers available for your vehicle that they can order for you. The part number you have provided to us is not applicable to your vehicle and we would not be able to order this for you. 

 

I apologise for any inconvenience caused, however this will be our final stance on the matter. 

 

8 hours ago, Robbo. said:

. However, there are no engine covers available for your vehicle that they can order for you. 

Pretty poor response. It's not true that covers are not available - where do these guys get genuine parts from if not Ford?

https://pumaspeed.co.uk/product-Genuine-Ford-10L-Ecoboost-Engine-Cover_17673.jsp

 

https://www.sico-developments.co.uk/products/1-0-ecoboost-engine-cover

I friend of mine had the same belt change at Ford dealer, when got home she realized the 2 bolt of the exhaust termoshield were not secured and the third was missing!

1 hour ago, Eric Bloodaxe said:

Pretty poor response. It's not true that covers are not available - where do these guys get genuine parts from if not Ford?

https://pumaspeed.co.uk/product-Genuine-Ford-10L-Ecoboost-Engine-Cover_17673.jsp

 

https://www.sico-developments.co.uk/products/1-0-ecoboost-engine-cover

But it is true that no covers are available for this fiesta, that’s what their system shows, we all know the focus ones fit, their system doesn’t. If you ever want something for your car that wasn’t originally fitted, you need to use the reg of a car that did, otherwise computer says No!

it is crap that something on your vehicle has gone missing, it shouldn’t matter what it is, it should go back on, whoever took it off either wasn’t the one to finish the job or forgot, they’ve had a cover left over and didn’t know where it came from as they know they aren’t on a fiesta.

Yes, even if the car never had one as standard, the dealership who are responsible for losing it could easily obtain one, particularly for a customer who it seems must have paid them a fair amount for recent work.

Incidentally, I was assuming this was an ecoboost but I can't see the engine type actually mentioned anywhere?