Dear Members,

 

I had a problem with my Ford Kuga 2021 with 37.000 km 3 weeks ago.

It stopped working, having an alert "stop safely now" warning with no more details.

It went immediately to an official Ford garage.

At first glance it has to do with the electric hybrid part of the car.

However , after 3 weeks , the garage is not able to discover the problem even though they have open support to the main Ford headquarters.

The problem with it is that I'm paying 90euros + TVA for each hour of diagnosis. So far the bill is on the 1400 euros without any conclusion or outcome from the diagnostic phase.

As I'm not an expert on these types of malfunction/failures , how far can they go in a diagnostic ?

And why even Ford main support headquarters are not capable of giving an answer ?

Is this normal ? Are we not facing a new failure that even Ford is learning at our costs how to solve it ? What else can I do to escalate the problem ?

 

Thank you for sharing any comment or previous experiences.

.

 

Why is it not still on Ford manufacturers warranty
What country are you in
You need to e mail the CEO (Chief Executive Officer) who is responsible for the Ford dealerships in your area or country and ask that they intervene and assist

Hi Jonas. I'm assuming you bought the car new? If so you should Not be charged for any work done for a failure. 

If you're the second owner did you buy privately or from a dealer? If private then consult a lawyer. If from.a dealer take the car to them to sort at their expense. 

Your car is only 3 years old so you should not be paying for a manufacturer fault.

20 minutes ago, tazzman600 said:

Hi Jonas. I'm assuming you bought the car new? If so you should Not be charged for any work done for a failure. 

If you're the second owner did you buy privately or from a dealer? If private then consult a lawyer. If from.a dealer take the car to them to sort at their expense. 

Your car is only 3 years old so you should not be paying for a manufacturer fault.

I would add - under warranty? Doesn't matter where you bought it, new, used, main dealer, car supermarket or wherever its still Ford's job to sort it. When I asked my local dealer to look at my car for a mechanical noise I was told they'd have to run diagnistics at £100 which would be refunded if a warranty fault was found. "For a mechanical noise?" I exclaimed! Got car back, they couldn't hear the noise and made no mention of any diagnostics charge (now booked in with a different deralership). If you haven't already done so get a contact started with Ford Customer Services and also write to the head office of the dealership chain and explain the situation to them. politley!

The UK is a 3 year warranty I don't think this is the same everywhere in Europe.

Thank you all for your comments.

The Ford Kuga was bought in second hand via a dealer in Belgium :

https://mobimotion.be/

But when I bought it on June , it had already 2 years and 25.000 km. I drove it around 10.000 km until has stopped.

By the time I bought it on June 2023 , the dealer told me that the warranty had expired (2 years only. The car is from March 2021). However, they gave me 1 more year of warranty for engine related problems. But the problem the car has , is not engine related for sure. It must be electric / software. Otherwise they would have already spot it in the garage.

I took the initiative to contact the Ford Customer Services and they were truly kind and professional in our first conversation. I had open a case with them (whatever that means) and Uploaded all car documentation. They told me that they will contact the garage to see what is happening and report back to me. So far I'm not sure about any positive outcome from their intervention next to the dealer. But we will see.

The point here as Richard experienced too , it's the time and money that they will charge you to eventually find something (or not !). What is the limit ? 

And I have been thinking, if even the factory headquarters cannot spot the failure , what are the changes that I hit a problem that is not known or that doesn't fit in any diagnostic procedure available so far ? And at my expenses they are creating know-how ? .... one will never know.

Thank you all again.

 

 

 

 

4 hours ago, TrevorB said:

Why is it not still on Ford manufacturers warranty
What country are you in
You need to e mail the CEO (Chief Executive Officer) who is responsible for the Ford dealerships in your area or country and ask that they intervene and assist

That's what I did. Let's see what he can do in this case.

2 hours ago, gds1972 said:

The UK is a 3 year warranty I don't think this is the same everywhere in Europe.

Here in Belgium it seems that is 2 years only. Actually original the car was from Germany , bought by a Belgium dealer and sold to me.

2 hours ago, RMurphy195 said:

I would add - under warranty? Doesn't matter where you bought it, new, used, main dealer, car supermarket or wherever its still Ford's job to sort it. When I asked my local dealer to look at my car for a mechanical noise I was told they'd have to run diagnistics at £100 which would be refunded if a warranty fault was found. "For a mechanical noise?" I exclaimed! Got car back, they couldn't hear the noise and made no mention of any diagnostics charge (now booked in with a different deralership). If you haven't already done so get a contact started with Ford Customer Services and also write to the head office of the dealership chain and explain the situation to them. politley!

I absolutely agree with you. " its still Ford's job to sort it" .... but not at my expenses 😞 

I opened a case in Ford Customer Services. Let's see if it will help.

Thank you

4 hours ago, TrevorB said:

Why is it not still on Ford manufacturers warranty
What country are you in
You need to e mail the CEO (Chief Executive Officer) who is responsible for the Ford dealerships in your area or country and ask that they intervene and assist

That's what I did. I'm in Portugal but bought the car in Belgium .Thank you

3 hours ago, tazzman600 said:

Hi Jonas. I'm assuming you bought the car new? If so you should Not be charged for any work done for a failure. 

If you're the second owner did you buy privately or from a dealer? If private then consult a lawyer. If from.a dealer take the car to them to sort at their expense. 

Your car is only 3 years old so you should not be paying for a manufacturer fault.

Hello tazzman , I bought it in second hand in a Belgium dealer. 

From my Ford account , it says only two years

 

 

On 11/25/2023 at 6:38 PM, Jonas Topas said:

That's what I did. I'm in Portugal but bought the car in Belgium .Thank you

The Ford web site in the UK states that in addition to the base (3 year) warranty "there are also separate warranties to cover: paintwork, corrosion, repaired or replaced parts and premature wear and tear.”  You might be able to force the issue by quoting this back to them.  I had corrosion in my wiring loom on a 4 year old car.  I paid the dealer £700 to repair, when I complained to Ford UK they covered £500 as a "good will" payment.  Try that, ask for "good will."

My wife is Portuguese and she commented that the Ford dealer in Portugal is probably messing you around because lots of Portuguese go to Belgium to buy cars because they are cheeper, which cost the dealer business.  Also, she's from the north and claims that the mechanics in the south are bumpkins.  This is classic north/south rivalry within the same country.  Kind of like, people in the north of England are nicer than the southerners.  🙂

On 11/26/2023 at 7:53 PM, Ronnie123 said:

The Ford web site in the UK states that in addition to the base (3 year) warranty "there are also separate warranties to cover: paintwork, corrosion, repaired or replaced parts and premature wear and tear.”  You might be able to force the issue by quoting this back to them.  I had corrosion in my wiring loom on a 4 year old car.  I paid the dealer £700 to repair, when I complained to Ford UK they covered £500 as a "good will" payment.  Try that, ask for "good will."

My wife is Portuguese and she commented that the Ford dealer in Portugal is probably messing you around because lots of Portuguese go to Belgium to buy cars because they are cheeper, which cost the dealer business.  Also, she's from the north and claims that the mechanics in the south are bumpkins.  This is classic north/south rivalry within the same country.  Kind of like, people in the north of England are nicer than the southerners.  🙂

Thank you Ronnie to you and your wife 🙂 Never thought about that . My warranty clearly states that is 2 years only. After investigating it seems that some countries offer 3 others 2. I will follow your advice and ask for a good will. Thank you again