I ordered a new Ford Mondeo Mrk5 2015 and when it arrived, there were options missing (built in rear sun screens) that I had ordered.

I also could not get the USB drive to work with the Audio system.

And I found a small plastic envelope in the glove compartment stating Sat Nav updates were not included in the price of the Sat Nav…and when I inquired, was eventually told it would cost €270 per update. This had not been explained when the sales person was selling me these additional options.

I have been trying to contact Ford Customer Care about this…. but no response yet.

How can Ford treat their customers like this?

Ex- Ford Customer,

Dave

PS Customer Care Supervisor Claire Lane finally contacted me after 5 days, and said “I can fully understand your frustration if you were not aware of the additional costs associated with this but unfortunately, that is the nature of this type of product.”

She was not interested I hearing about how the Ford Sales Person had sold any of the options… but was simply closing the door on the issues that I had, and did not even ask about the options which had not been installed on the car…and still are not 6 weeks after buying it.

Hi, welcome to the club first of all.

Have you spoken to the Dealer Principal at the supplying dealer about these issues?

I assume that as it is a 2015 it was supplied from factory, and the sales team should have walked you through the car during handover, showing you the basic operation of the car, and the options. Was the lack of the blinds obvious then, and was the sales team alerted to this? If so, they should have dealt with this before you signed for the car.

In regards to the USB drive/audio issue, again the operation of this should have been explained to you, have you tried a different USB drive? It could possibly be the file type is not recognised or the format of the USB drive is not one the system supports.

It is bad form that the sales team didn't mention the update fee for the sat-nav. I would personally have assumed this would have been the case but I am a cynical !Removed! so I would have expected it.

I am sorry that you have had such a rubbish start to Ford Ownership, I think that there are some decent dealers and some crap ones, you happen to have dealt with a bad one.

TL:DR

Speak to the Dealer Principal if you haven't already. If there are extras you have paid for and they haven't been supplied, that can be escalated through Trading Standards no doubt.

If spoken to DP and not resolved, elevate to Ford themselves, go above Customer Services as they suck.

Hi Goodcat,

Thanks for your reply and your welcome.

When I picked up the car... it was me who spotted the blinds were not fitted. I said it to the salesman, and he said that he would order them and retro fit them after they would arrive in about 4 to 6 weeks. There appeared to be no regret and certainly no apology about it.

I discovered the following day that the USB drives would not work (I tried a number of them), and reported this again to the salesman who said he would contact Ford Ireland. Over a week later had to contact him again as he had given me no update, and i was given the name and contact details of the Brand Manager for Mondeo.

So I contacted the Mondeo Brand Manager and explained the problem. He said there was no manual of the audio system... but he would try to contact someone in their audio department.

One week later after no response, I again contacted him and this time said wanted to report it as a complaint. Within 1 day I received some information saying that the USN device had to be formatted FAT 16/32 and the largest size of the drive could be 32 GB.

I still have not received info on the file structure on the USB drive.

Saturday we returned after 4 weeks abroad to find I could not get into the car. The salesman omitted to tell me that the electronic systems shut down after an extended period of non-use...and that they only way into the car is with the key blade which is supposed to be stored within the electronic key. However the Sales team in Dublin where I bought the car had not installed the blade into the electronic key and kept it separate on a key ring.

Anyhow i had to borrow a car to drive my family home after our holiday...and the drive the 130 miles back the next day to return the car, and bring the key blade with me.

Who is the Principle Dealer and how do I find out their contact details? Is that simply the manager of the Ford Dealer I bought it from?

What department within Ford can I contact?

I thought Customer Care would be the right people. But they did not even phone me or say they were interested to hear about the problems I have been experiencing.

Best Wishes,

Dave

we have 6 transit vans at work there is a problem with the air filters filling with water and then power drops off and eventualy the stop. we traced the fault to the plastic scuttle panel water leaks through the joints and runs straight into the air cleaner. we tested all six vans and all were the same now u would think they would rectify the fault on all six not ford nope they just repaired the 2 that were giving problems and were not allowed to do the others to stop future problems out of warranty thats ur problem they are utter crap l would never buy anythung new off ford ive bought second hand, nope there after sales is utter !Removed! to put it bluntly

The Dealer Principal is the guy right at the top of the food chain at the dealership.

Thinking about it, do you have Twitter/Facebook? Contacting them there in full view of the public may produce results fairly quickly, especially considering it is the new release of the Mondeo and they want lots of people to buy them...