Exasperated listener (and Kuga owner) recounts shocking service from Ford

I don’t feel safe in my vehicle… I can’t concentrate when I drive! My mother-in-law says I should get a bumper sticker that says ‘Hoot if you see smoke!’

Tracy Bouras, Ford Kuga owner

I’d like to get rid of it [my Kuga], but the trade-in Ford offers is substantially lower than what Santam says the car is worth. Santam says the retail value of the car if I sold it out of hand should be R259 000. Ford is offering me R210 000 for my Kuga.

Tracy Bouras, Ford Kuga owner

The dealers have no idea what they should be doing!

Tracy Bouras, Ford Kuga owner

John Maytham interviewed Ford Kuga owner Tracy Bouras.

This after Bouras sent him an email complaining about the terrible service she received from Ford.

Scroll down to listen to the interview.

Here’s the email Bouras sent to Maytham:

Just sending you a follow up mail to the one I sent yesterday about the service I received from Ford.

It was as I expected.

They were unable to book my car in today as they did not have the part despite me booking this in December.

I received a text yesterday reminding me of my appointment; I assumed this was automated so rung them yesterday to check before driving all the way through to Claremont in peak traffic.

When I asked if my car was safe to drive he said that, since I had the 1-hour check, it should be alright.

This answer didn’t really fill me with too much confidence.

If the workshop manager had come out and explained the situation - and given me a little bit of assurance that it would be sorted out as soon as the part arrives - I might have felt a little more at ease. However, they just left an admin staff member to face the music - all he could say was he was sorry.

They did not offer me a courtesy car while they were waiting for the part to come in and also could not confirm when this would be.

I wasn’t 100 % sure of my rights with regards to the courtesy car and if I could demand one. I therefore rang the Ford helpline as per a text message I received that morning.

I tried several times to get through today and got the usual response of “high volume of calls, etc.”

After 8.5 minutes they decided I’ve been holding for too long. A message prompted me to call back later; then they disconnected me.

I am feeling very frustrated.

I’m still driving around with the spark plug in my car.

I feel like getting a bumper sticker made that says ‘hoot if you see smoke’.


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