Ford Focus - Poor Dealer Service

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Wed 23 Sep 2015 23:59
Ford Focus - Poor Dealer Service - Totty

Having a run in with Ford over very poor service. I have had the car from very nearly new (2800 miles and 4 months old). It has had 3 dealer services at 12500 mls, 25000mls and 37500 mls. On at least 2 of these services, I have pointed out that the car squats oddly on a hill start, and that I suspect the handbrake is not set up correctly. Nothing was found. Fast forward to it's first MOT, the car failed on handbrake innefective on nearside rear. Imagine my horror to discover the handbrake cable is not and never has been connected to the nearside rear calliper ! I took photo's, and took the car back to my local dealer, after an argument,they connected the cable and tested it then returned the car. It failed the MOT retest, again nearside handbrake ineffective! I paid the MOT station to sort it, £24 and it is now working correctly! I am really angry because Ford Customer Relations is kissing me off! I have now passed it to trading standards, as I think it's a safety issue! A PDI and 3 full Ford services and at no point did they pick up the fault! Even Worste, when I showed the dealer the pics and fault they did half the job and gave it back connected but unadjusted! Anyone any ideas on my next move?

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Thu 24 Sep 2015 11:53
Ford Focus - Poor Dealer Service - John Boy

I can understand you being angry, but I think you should move on and devote your energy to finding a good independent garage. Most ways of complaining about garages are devoted to getting money back when you've been overcharged. In this case, it's unlikely to be worth the trouble involved to get the garage to reimburse your £24. Try and regard it as the (expensive) fee to identify a dodgy dealer. Nevertheless, if you've not already done so, write a letter of complaint to the dealer. Keep a copy of that and of any reply you get and retain them for future reference.

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Thu 24 Sep 2015 20:50
Ford Focus - Poor Dealer Service - 72 dudes

Agree it sounds like terrible customer service, but ultimately it's a case of "he said, she said".

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Fri 25 Sep 2015 10:34
Ford Focus - Poor Dealer Service - Andrew-T

Agree it sounds like terrible customer service, but ultimately it's a case of "he said, she said".

Exactly. I understand your sense of outrage, but it seems that is all the 'disadvantage' you can claim. There has been no accident or loss of earnings, and I doubt that a routine service would include a thorough check of the handbrake cables. The most useful thing you might do is to get the message to Ford management of a potentially serious shortcoming on the production line, which may need attention.

Edited by Andrew-T on 25/09/2015 at 10:36

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Fri 25 Sep 2015 12:52
Ford Focus - Poor Dealer Service - Engineer Andy

The problem is that if this account is true and correct, no-one will know what dealership has caused the problem because we cannot 'name and shame' them because of the possibility of libel and us and HJ being sued as a result.

I believe that the best way is always for customers to make sure that anything you want a dealership to look at when serviced gets recorded on the service docket when you pay so that you then have evidence that it was looked at. If a problem re-occurs, then take it to another dealership or trusted independent and ask them to have a look, and to take photos if they find anything, so you can prove to the first that they were wrong. The same goes for when the opposite happens, when a 'problem' (requiring expensive work) is 'diagnosed' by a dealer mechanic during the service that doesn't need to doing, just to fleece you of some more cash.

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Fri 25 Sep 2015 13:24
Ford Focus - Poor Dealer Service - FoxyJukebox

On the assumption the dealership know of all stages of your tale to date--i would recomend that you now ask them to offer you a free guarantee of at least a year on any work found wanting that has anything to do with the handbrake area.By guarantee-I mean all parts and labour. Do this with the dealership-after all--they are Ford's agent?

If they refuse-go public.

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Fri 25 Sep 2015 18:31
Ford Focus - Poor Dealer Service - Armitage Shanks {p}

I am 100% with the suggestion of finding an independent. I have used one for 6 years for two Ford cars and cannot fault them. Eassons in Cottesmore,Rutland if anyone is nearby. This feeling was reinforced this morning when I happened to be passing a vast Ford dealership and went in to buy a set of spare bulbs for the current model Fiesta. After waiting 5+ minutes for anyone to even come to counter to speak to me I was then told this item would have to ordered in, not in stock. Whaaaaaaaat?

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Sat 26 Sep 2015 14:47
Ford Focus - Poor Dealer Service - oldroverboy.

If it is a common service item, ie: oil/air/fuel filter, spark plugs, brake pads cam belt kits etc, It will generally be in stock, but with modern accounting practises anything else will probably be ordered for the next day, as stock is counted as "assets" and taxed accordingly. Most stuff is available next day, if not you can be sure that the dealer will get it from a nearby "motor factors"

Speaking as an ex parts mgr.

Checking brakes is not part of any servicing regimen, other than checking pad thicknesses to sell pads and maybe discs.

I have seen cars come in with the disc worn so thin and barely attached to the hub!

Edited by oldroverboy. on 26/09/2015 at 14:49

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Sat 26 Sep 2015 15:13
Ford Focus - Poor Dealer Service - RT

Checking the brakes has been part of the service schedule for every car I've ever owned - replacing worn brake parts though wasn't part of the schedule, that's always been extra.

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Sat 26 Sep 2015 16:09
Ford Focus - Poor Dealer Service - jc2

Ford dealers will normally only hold high-turnover parts-other parts will be available on overnight delivery from Daventry or even sooner from area distributors.A good storeman will even phone round to get parts.

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Sat 26 Sep 2015 16:12
Ford Focus - Poor Dealer Service - the_bandit

I'd agree with those to find another garage.

I think your right this should have been discovered before the MOT, especially when you commented about the squatting down whilst setting off.

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Sat 26 Sep 2015 16:16
Ford Focus - Poor Dealer Service - gordonbennet

Beg to differ ORB, Toyotas service schedule calls for full brake strip clean etc every major service, with brake inspection at every minor service, 9k/12 months apart...it was carried out correctly on the Hilux.

This tale is appalling but not exactly surprising, i'd be very relieved that they wouldn't have me darkening their doorstep again, and that i'd actually survived their bodgit and scarper routine.

And there was us thinking a Friday afternoon dagenham dustbin was a thing of the past.

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Sat 26 Sep 2015 19:27
Ford Focus - Poor Dealer Service - quizman

Ford Customer Service is a good example of an oxym****.

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Sat 26 Sep 2015 19:28
Ford Focus - Poor Dealer Service - quizman

oxym0r0n

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Sat 26 Sep 2015 23:07
Ford Focus - Poor Dealer Service - Smileyman

It's truly shocking that the problem was not diagnosed and resolved first time around, take it to watchdog and ask them to investigate in case it's a common problem with other Focus cars .. if nothing else the thought of bad publicity might just spur someone into action.

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