GaryPL Posted March 5, 2017 Author Share Posted March 5, 2017 Agreed. This being my 4th Ford over the years - H-reg Escort, 04 Fiesta, 05 Focus and a 65 Fiesta. Quote Link to comment Share on other sites More sharing options...
Jonro2009 Posted March 5, 2017 Share Posted March 5, 2017 That reminds me, I had a G reg Orion. Forgot all about that one!Sent from my iPad using Tapatalk Quote Link to comment Share on other sites More sharing options...
tarbyonline Posted March 5, 2017 Share Posted March 5, 2017 On 23/02/2017 at 1:49 PM, GaryPL said: Yet another update. Got a call from the case manager at the CRC. She said emails go into a junk folder and she got all of them in one go. Sounds like a stupid system which just serves to irritate already irate customers to me. Is there anything this company does that is fit for purpose?! She said, as she did before, that I have to liaise with the dealer. I reminded her that it's a vehicle branded as "Ford Direct" so they are the dealer. It was noted that my emails are sent to others, including Trust Ford, so she wanted to note on the file that I'm dealing with the dealer. I said I would be if I ever got any responses to my emails and I don't care about the semantics of who at Ford I need to deal with for the rejection of a vehicle. It's all Ford to me. As I said earlier in this thread, I can be a pain and now my patience and goodwill towards them have run out, I'm being just that. A pain 🙂 Liase with the dealer? Ford ARE the dealer. Thats the whole point of Trust Ford being part of Ford Retail! From their website "Ford Retail is the world's largest dedicated Ford dealer group, wholly owned by Ford, operating as TrustFord and TrustFirstParts across the UK and Channel Islands. So whenever you see the TrustFord or TrustFirstParts sign, you'll know it's part of our family. We also operate an online business - TrustFordOnline - as well as two Iveco and two Mazda dealerships." Regarding a warranty extension, its been a few years now but when I got my first fiesta (also a former ford dealer vehicle i.e. courtesy car) they were able to throw in 6 months extra warranty at the drop of a hat as a sweetener (though vehicle was just under a year old). I am really saddened to hear of your experience. Personally I have had extremely good experiences with both Trust Ford dealers I have used, as have my parents (who rate them ahead of Vauxhall and Honda, who supplied their previous vehicles). Unfortunately it seems all Trust Ford dealerships are not equal - my brother who lives away from home has had his own negative experiences. So much so that his next car is coming from my local dealer when he comes home on holiday! As margins get squeezed the quality of all dealerships (no matter what the marque) does seem to be deteriorating. I dont think you mentioned whether you purchased the vehicle on finance or not. If so give the finance company a ring (or send a recorded delivery letter) and tell them you are rejecting the vehicle as it is unfit for purpose and you have not been able to drive it. Although it is Ford credit, they may put pressure on from their side to resolve the issue to your satisfaction. 1 Quote Link to comment Share on other sites More sharing options...
GaryPL Posted March 7, 2017 Author Share Posted March 7, 2017 Was patiently waiting for an acknowledgement of my letter via email. Their customer disservice department does so via Facebook and I only saw it last night 🙄 And what's even more hilarious... Andy Barratt, who washed his hands via a PA, is proudly welcoming me to participate in a customer satisfaction survey about the dealer he had nothing to do with when I complained! I appreciate that these are largely automated surveys, but it is a symbol of everything I have found to be wrong with Ford. They have been hiding behind a web of procedures and companies and yet it's all one and the same rotten pirate ship. 1 Quote Link to comment Share on other sites More sharing options...
Jonro2009 Posted March 7, 2017 Share Posted March 7, 2017 Was patiently waiting for an acknowledgement of my letter via email. Their customer disservice department does so via Facebook and I only saw it last night [emoji849] And what's even more hilarious... Andy Barratt, who washed his hands via a PA, is proudly welcoming me to participate in a customer satisfaction survey about the dealer he had nothing to do with when I complained! I appreciate that these are largely automated surveys, but it is a symbol of everything I have found to be wrong with Ford. They have been hiding behind a web of procedures and companies and yet it's all one and the same rotten pirate ship. The same can be said about most companies now I feel. What once were local friendly dealers have become international corporations operating on targets, profit margins and market position. I'm sure the salesmen are treated as badly as customers and that treatment cascades down to us, the customer the people that ensure they have a job to go to every morning. The only thing that speaks to these corporations are our feet, the customer leaves and that hurts them if enough go elsewhere. Sent from my iPad using Tapatalk 1 Quote Link to comment Share on other sites More sharing options...
GaryPL Posted March 13, 2017 Author Share Posted March 13, 2017 Still nothing a week after my communication was acknowledged on Facebook. Complete joke of a company. Quote Link to comment Share on other sites More sharing options...
mikeyd1 Posted March 14, 2017 Share Posted March 14, 2017 On 13/03/2017 at 0:31 PM, GaryPL said: Still nothing a week after my communication was acknowledged on Facebook. Complete joke of a company. Have u still for the courtesy car Quote Link to comment Share on other sites More sharing options...
GaryPL Posted March 14, 2017 Author Share Posted March 14, 2017 41 minutes ago, mikeyd1 said: Have u still for the courtesy car It is still in my possession but I have stopped using it and got a hire car. I wasn't sure whether I am still insured to drive it now they have formally requested it back, so I moved it to a secure location because I only have one allocated parking space. Quote Link to comment Share on other sites More sharing options...
GaryPL Posted March 14, 2017 Author Share Posted March 14, 2017 On another note, I left a remark on their Facebook page again on Monday saying "one week and still nothing". Their customer services replied and they reckon it's in hand and their solicitor will be writing to me. It's absolutely insane that this drama - which is entirely of their own making - is going this way. They still haven't acknowledged that there is more wrong with the car and even the stuff they eventually did find took them nearly 2 months to fix. There is no way an alternator and batter should have taken this long to sort out. I have this weird combination or disgust, disbelief and hatred going on. Quote Link to comment Share on other sites More sharing options...
Jonro2009 Posted March 14, 2017 Share Posted March 14, 2017 An old but true saying...Never argue with idiots, they bring you down and beat you at their levelSent from my iPad using Tapatalk 2 Quote Link to comment Share on other sites More sharing options...
Incontro Posted March 15, 2017 Share Posted March 15, 2017 This really is a bizarre situation, never heard anything like it... 1 Quote Link to comment Share on other sites More sharing options...
GaryPL Posted March 15, 2017 Author Share Posted March 15, 2017 It certainly is odd. Still awaiting my letter too. I wonder whether my very public criticism has riled them. However, it's such an unbelievable display of incompetence on their part, I had very little option but to do it Quote Link to comment Share on other sites More sharing options...
GaryPL Posted April 6, 2017 Author Share Posted April 6, 2017 Sorry about the delays in updating. Things got a little sensitive and precarious, so I didn't want to risk anything until everything was settled. As things are now, I am telling all. The attachment to this post is Ford's reply to my letter. Quote Link to comment Share on other sites More sharing options...
GaryPL Posted April 6, 2017 Author Share Posted April 6, 2017 This attachment is my reply to them. RedactedSecondReplytoLawData.pdf Quote Link to comment Share on other sites More sharing options...
GaryPL Posted April 6, 2017 Author Share Posted April 6, 2017 And this attachment was their reply. Quote Link to comment Share on other sites More sharing options...
GaryPL Posted April 6, 2017 Author Share Posted April 6, 2017 So yes. It got even more messy. I can only hope that this thread serves as a warning to anyone hoping to get a reasonable set of actions out of Ford Direct, Trust Ford, whatever they call themselves next, or anything to do with Ford. Seeing how they are responding to their 1.0 EcoBoost engines prematurely failing on a pretty active Facebook group is also very revealing. They changed their name from Dagenham Motors for a reason - their reputation was hot to bits. Their TrustPilot score is 2.4/10 for a reason. So please - don't buy Ford. Don't 'trust' Ford. Buy something from a company that wants your custom and will give you a level of service that reflects this. Just a small favour to ask anyone seeing this rather lengthy thread - please pass it onto anyone you know. Be they considering buying a Ford or trying to get theirs repaired. I hope this favour is not too much to ask, as I have personally put a lot of effort into detailing my experiences for people's benefit. Same with the one that details my comedic buying experience. And I will now reveal the dealerships involved. They are Staines and Hounslow. The Hounslow dealership is the one I call "dealership 1" in the first letter. Staines is "dealership 2". On a brighter note, I brought a Suzuki Swift Sport. Nice car. Service probably won't be great, but given that the Swift is one of the most reliable cars (3rd best for first MOT pass rates) I hope I will have many happy miles to come. 1 Quote Link to comment Share on other sites More sharing options...
barrierfreeman Posted April 6, 2017 Share Posted April 6, 2017 I can't believe I just read the whole thread in a sitting.....glad there was a resolution of sorts at the end. As would have been like reading a book with the last few pages ripped out ;) The advice at the end comes too late for me, as just bought a 63 plate Fiesta last week, but hopefully you just got unlucky with the car. Which, of course, is no excuse for Ford to act like they did. Quote Link to comment Share on other sites More sharing options...
Banana Co Posted April 7, 2017 Share Posted April 7, 2017 I kind of regret buying the fiesta now.... 1 Quote Link to comment Share on other sites More sharing options...
baggister Posted April 7, 2017 Share Posted April 7, 2017 So did you get your full refund, every penny? Quote Link to comment Share on other sites More sharing options...
GaryPL Posted April 7, 2017 Author Share Posted April 7, 2017 17 hours ago, barrierfreeman said: I can't believe I just read the whole thread in a sitting.....glad there was a resolution of sorts at the end. As would have been like reading a book with the last few pages ripped out ;) The advice at the end comes too late for me, as just bought a 63 plate Fiesta last week, but hopefully you just got unlucky with the car. Which, of course, is no excuse for Ford to act like they did. I am glad I can write a page turner! Hope the ending was as thrilling as you hoped too 9 hours ago, Banana Co said: I kind of regret buying the fiesta now.... Don't have regrets. Just enjoy your car 8 hours ago, baggister said: So did you get your full refund, every penny? No, I got £11,500 out of £12,000. But when I factor in the Crystal Serum and EXO coating that I had done, I am actually a grand down. Plus the courtesy car. Quote Link to comment Share on other sites More sharing options...
dave_k Posted April 7, 2017 Share Posted April 7, 2017 Interesting thread, still won't put me off Ford again in the future as I've never had any serious or annoying minor issues with any I've owned and maintained over a number of years. Just goes to show it looks as though nowadays its pretty much your luck if you'll end up with a "Friday afternoon" type car with Ford, Lots and lots of cost-cutting and clearly not enough quality in part procurement and quality control in operation. I guess do the sheer volume of volume of cars they chuck out then 90% of are lucky. Dealers are brilliant at taking your money in a flash but when it comes to getting anything out of them blood and stone springs to mind, con-artists throughout the industry! Quote Link to comment Share on other sites More sharing options...
Jonro2009 Posted April 7, 2017 Share Posted April 7, 2017 If I ever need to reject a car I am coming to you for advice and help with letter writing! Although I hope you wouldn't charge me £50 per letter lol. I've written that before, it was actually to BT, worked a treat. I sent them a bill for letters I wrote and also for my time, I calculated that at my hourly rate at work. That letter was worded amazingly, it was written in a very easy to read fashion but left you in no confusion as to what you expected and why. You can tell you've done your research. It's a good result following an unarguably bitter experience. Sent from my iPad using Tapatalk 1 Quote Link to comment Share on other sites More sharing options...
GaryPL Posted April 7, 2017 Author Share Posted April 7, 2017 31 minutes ago, Jonro2009 said: If I ever need to reject a car I am coming to you for advice and help with letter writing! Although I hope you wouldn't charge me £50 per letter lol. I've written that before, it was actually to BT, worked a treat. I sent them a bill for letters I wrote and also for my time, I calculated that at my hourly rate at work. That letter was worded amazingly, it was written in a very easy to read fashion but left you in no confusion as to what you expected and why. You can tell you've done your research. It's a good result following an unarguably bitter experience. Sent from my iPad using Tapatalk For you? £49.50 per letter 3 Quote Link to comment Share on other sites More sharing options...
barrierfreeman Posted April 8, 2017 Share Posted April 8, 2017 9 hours ago, dave_k said: Dealers are brilliant at taking your money in a flash but when it comes to getting anything out of them blood and stone springs to mind, con-artists throughout the industry! It is depressing how they always seem to resort to type. I tell myself that once I have handed the money over I'll struggle to get anything from them, but It's always sad when you're proved right Case in point at the moment. Supposed to have had several bits of documentation and ancillary items sent out after picking car up. Nothing's arrived of course, so having to chase up. Quote Link to comment Share on other sites More sharing options...
Jonro2009 Posted April 8, 2017 Share Posted April 8, 2017 I may need your help @GaryPL if ford don't get my car back to me, over 3 weeks now ☹️ it's so hard to get annoyed though when you're sitting getting your bum warmed up and back massaged while being surrounded in leather and driving with lane keep and adaptive cruise lolSent from my iPad using Tapatalk Quote Link to comment Share on other sites More sharing options...
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