Repair, replace, refund - your experience with Ford?

Mrs P · 30-08-2014, 05:51 PM

Hi all,

Can't find the ideal spot to post this one so it's going here!

I'm looking for people's experience with getting either a replacement or a refund on their Ford, as per entitlement according to ACCC.

Details can be found here: http://www.fordforums.com.au/showthr...74#post5200374

Basically ACCC have advised me that given Ford has had 14 attempts to fix my vehicle, for a fault that has existed since new, it is considered a major fault and this entitles me to MY choice of a repair, replacement or a refund.

So obviously I can't get a repair because after 14 goes they have been unable to do so.

The car is now 18 months old (Titanium territory).
In an ideal world Ford would replace it with a nice shiny new one that doesn't have ANY faults and then I would be happy. But I know that is unlikely.

I'm wanting info from anyone who has gone through this process. Off-the-record someone at another dealership told me she's NEVER known them to replace a vehicle.

Apparently they do a "buy back" though?

Any thoughts? I'm really honestly so sick of this issue. I refuse to lay down and take it though. I want it resolved.

bathurst-racer · 30-08-2014, 06:31 PM

My Father bought an AU XR6 from Hills Ford in Sydney. One of the accessories fitted at pre delivery was one of those electric rust preventers which is wired to the cars battery. At its first service the mechanic doing the job tipped off a friend of mine who worked there that the car had serious rust issues. So we picked the car up and drove straight to a friends workshop and looked for ourselves. At this point it would be appropriate to say that myself, my brother and Dad were more than qualified to assess the vehicle.
We indeed found that this new Falcon had significant rust issues and as a RTA authorised examiner I deemed the car not roadworthy.
So we contacted the dealership the next morning and were asked to bring the car back for Ford to inspect. From memory this happened a day or two later. The car was raised on a hoist and the Ford engineer (so we were told) took a lot of photos.
We were taken to the dealer principals office where this engineer told us that all the white ones rust. It was agreed though that Ford would repair the vehicle at their cost.
A few days later the car was dropped off at Hills Ford and left for repairs. A little while later I rang the dealership to enquire about its progress and was given the panel shops phone number. I rang and was told by I believe the manager that they were busy replacing the whole floor of the car. I told him that I had built the odd Group C and A touring cars and that he was full of ****. The people who supplied the electronic rust preventer were contacted and ran a mile.
Dad got his car back and all that had been done was a bit of paint splashed around and nothing else. Dad contacted his brother who at the time was the families corporate attorney and made it clear that never again was a Ford to darken any family owned car park. About this time Dad was diagnosed with cancer and a rusty Falcon was no longer a priority in our family.
Ford may still think they won that one but they're leaving the country and we continue to prosper on the back of great customer service and integrity.
If anyone at Ford or that dodgy electronic rust thingy reads this and takes offense that's great. The car still sits in my workshop full of rust and there are at least six people still alive who know the story from first hand experience.

b0son · 30-08-2014, 07:12 PM

Quote:

Originally Posted by Mrs P

I'm wanting info from anyone who has gone through this process. Off-the-record someone at another dealership told me she's NEVER known them to replace a vehicle.

Friend of mine had his AU replaced after months of starting problems (traced to a problem with the wiring loom when the car was taken back to Geelong and stripped down at the factory, apparently). I believe his AUI was superceded by the time it was replaced, so he got an AUII.

Its rare, but it does happen. Let the dealer know of your dealings with ACCC and to escalate the problem to Ford HQ. Give them a deadline for a decision and advise you will be asserting your rights in the relevant consumer tribunal or court if necessary.

After that many attempts, it sounds like a slam dunk.

**Silver Ghia** · 30-08-2014, 09:27 PM

Reading the thread linked in the OP's thread, it appears the problem is just a deficient antenna. Would hardly think that would require a replacement vehicle. Just needs a capable person to assess the problem, perhaps fix the earth and fit a longer antenna.

Itsme · 30-08-2014, 09:41 PM

Personally I think it might be the antenna cable itself but probably has been replaced, I would be googling or looking up yellow pages to find an audio radio specialist business that deals with installations of sound gear as they are more proficient in diagnosing the problem.

Another problem could be just a cheap made/design radio/CD player.

The Yeti · 31-08-2014, 08:31 AM

I had nothing but pain trying to get any warranty repair done to a proper tradesman like manner on my AU, BA and Territory and as a result have not purchased a new ford since 2007, and won't be for the foreseeable future

LASTXR · 31-08-2014, 09:52 AM

Years ago we bought a new TS50
It drank a lot of oil,so a new engine was put
in then another 2 within a year. Maybe its
how I drove the car but thats what they were
built for. With a 4th engine change coming,
we had enough and asked for a new car.
To cut a long story short. After a lot of phone
calls to Melbourne, meetings with Ford engineers
and the help from a service manager from one dealership
and the DP from where we bought the car Ford gave us
the choice of taking the car back to Melbourne, fixing it
and giving it back with a few extras we asked for or a new
BA GT.(No T series left by then) By that time the TS had left
a bad taste in our mouth so we opted for the GT. The TS was
taken back by Ford, we payed nothing and got a nice new
Blue Print GTP. (We bought a TS not a TE so GTP not GT) thats
the way it goes.
A lot of time and headaches but it has been done. Dont give up.

Mrs P · 31-08-2014, 10:48 AM

So maybe there is hope?
I'm speaking with the DP from the second dealer this week to get his take on it - I've met him once and he seemed very customer oriented (unlike the dealership I bought the car from). So I'm hoping he will be honest and give me some advice.
I refuse to give in!!

**cs123** · 31-08-2014, 11:05 AM

I read your original post, how annoying would that be.

FWIW I doubt you are going to get much joy with fixing the issue. "Characteristic of that model" sounds like a design fault. Possibly the head unit design. It could be distant radio stations interfering with the local signal and your reception. If you want to get to the bottom of it perhaps you need to speak to some radio buffs to understand the problem and cures for it.

Smoke Pursuit · 31-08-2014, 09:39 PM

I don't think the issue is serious enough to warrant a replacement vehicle.

Mrs P · 31-08-2014, 09:43 PM

Quote:

Originally Posted by DASH GT

I don't think the issue is serious enough to warrant a replacement vehicle.

The thing is, it's a product purchased and it's faulty. It has been faulty since the day I got it. They are not able to repair it - after 14 attempts and 18 months I think I have well and truly given them the opportunity. Why should I have to put up with it when it's completely not my fault?

Yes it's a $52000 car, not a vacuum cleaner.
But they need to do something to sort this out, it's actually consumer law that they do so.

b0son · 31-08-2014, 09:58 PM

Is it a fault, or simply not meeting your expectations in terms of how you expected it to work?

T4ME · 31-08-2014, 09:59 PM

Quote:

Originally Posted by DASH GT

I don't think the issue is serious enough to warrant a replacement vehicle.

Would you be happy with a GTF that only saw 1psi of boost and could never be diagnosed...no tuning around it will help as the initial issue needs to be rectified.

I'm struggling to understand how you metered the seriousness of the situation?

Mrs P · 31-08-2014, 09:59 PM

Quote:

Originally Posted by b0son

Is it a fault, or simply not meeting your expectations in terms of how you expected it to work?

It's a fault. The volume level on the radio goes up and down (dramatically) every time it's driven.
They have replaced everything - ICC, aerial, wiring harness - you name it.

**Silver Ghia** · 31-08-2014, 10:51 PM

As I said before, it needs someone knowledgeable on audio to assess the problem. Dealers are not knowledgeable on audio. Changing items will not necessarily solve the problem, its only a blind attempt at solving it. The problem lies in the system including wiring and connections, most likely not in the components themselves.

My car audio had an intermittent loud crackly noise, the dealer looked at it and did a few things but the problem persisted. I didn't worry much about the audio anyway, I enjoy the driving experience more. But I found the problem myself later on (a displaced harness that was contacting the gearshift) and its been perfect since.

Someone also mentioned about adding an extra earth which should be given a try. Plus the antenna installation looked at (not just components replaced).

martyal44 · 01-09-2014, 08:47 AM

What about the speed dependent volume control? try turning that off. By the way the AM on my ICC is crackly for the ABC. FM OK.

Smoke Pursuit · 01-09-2014, 09:10 AM

Quote:

Originally Posted by T4ME

Would you be happy with a GTF that only saw 1psi of boost and could never be diagnosed...no tuning around it will help as the initial issue needs to be rectified.

I'm struggling to understand how you metered the seriousness of the situation?

Go and try and get Ford to replace it then.

Good luck I say. It would be easier to go and trade it in and bare the loss then try and fight Ford CRC for 18 months. Trust me. Ive been there done that.

As it has already been said get someone with some audio experience to look at it. I had a similiar problem with a BA XR6, someone had punched a plastic trim clip through the radio antenna going up the left hand side of the car. Took about 6 times to find it but once they did and replaced it, it was all good again.

T4ME · 01-09-2014, 10:27 AM

People need to stop taking the easy route in life all the time.

Would you be happy with a GTF with 1psi though?

Smoke Pursuit · 01-09-2014, 10:43 AM

Quote:

Originally Posted by T4ME

People need to stop taking the easy route in life all the time.

Would you be happy with a GTF with 1psi though?

No, but 9 times out of 10 you will get that fixed. Its things that are hard to replicate, or that they all do it, that cause issues.

Have you tried to get Ford to replace a car?

I spent 18 months sorting a vehicle out with them, calling them weekly and monthly at certain times. Looking back it would have been easier to sell the car and move on.

Have they replaced the buttons on the steering wheel and the wiring??

**kypez** · 01-09-2014, 10:52 AM

One of the blokes in the car club with a TS50 had issues. They replaced the engine 3 times and it still failed. Gearbox, etc, everything changed and it would still fail! They ended up giving him a GT-P as it had taken 12 months to diagnose and the TS50 was no longer in production. They initially offered him a GT but he fought saying that the TS50 was top of the line and thus the replacement should be the same.

Ford used to look after their customers...

naddis01 · 01-09-2014, 10:58 AM

We had a $50000 piece of farm machinery from one of the biggest names in the ag industry that had a major issue from new. We lost count of how many times they tried to fix it including visits from high up in the company. In the end it took 3 years before we were given a new one.

Al_Zhiemer · 01-09-2014, 10:59 AM

Can only agree with the statement of those who said take it to a specialist and seek their advice...

Let them know that this has been a fault with the vehicle since new and that Ford have looked at it numerous amounts of times with no result being found... Let them know you are not at this stage looking at having the fault fixed, that all you would like is a written report of what they think is the issue and the costs involved in the repairs... Then go back to Ford and give them a "copy" of the information you have received along with your proposal of either the following options,

A: That the problem is resolved and rectified at Ford's cost by an Audio Specialist until the problem is rectified

B: That you seek a new replacement vehicle as the fault has been looked at by Ford on several occasions and then by an audio specialist who also acknowledges that there is still a fault there

C: A full financial reimbursement of the car and you return the vehicle

Believe me, I have had several vehicles come to me who have spent days at a Ford workshop to be repaired and then having the dealership ring them and ask them to come and pick up their vehicle because they can't find the fault... Two classic examples are a new ignition system was installed in a vehicle and Ford couldn't get it to work... They never finished doing the coding sequence of the keys and another instance involved a stereo not working... Vehicle had been at the workshop for 4 days and they charged the guy $800 and still couldn't get the stereo working... Supposedly the stereo had been removed several times and checked to be in working order, the first thing I noticed when I removed the stereo was that a wire had been cut at the back... I rejoined the wire and hey presto it worked... So much for Ford Trained technicians...

Moral of the story, don't trust Ford mechanics, service advisers or service managers... They are trained to lie through their teeth and to never admit there is a major underlying fault...

If you haven't done so already, getting in touch with the Ombudsman and Fair Trading is always a good idea as well...

Regards

commonrails · 01-09-2014, 11:16 AM

If you're located near or in Sydney get Fraud to pay for Mr fpv to sort it out. I read in another thread somewhere on here that Fraud did just that with great results.

xr8territory · 01-09-2014, 02:00 PM

I purchased a new XR8 ute in 98. Signed up and paid the deposit before I had even seen one.
Took ages to deliver so I started to drop in daily and annoy the salesman in a bid to hurry things up. I called in one day and it was in the carpark on a truck. Dent on bootlid. I was told it was caused in transit and it would be repaired professionally and would not affect warrenty etc...
1 week later I took delivery. It had 180kms on the clock but ' every now and then Tickford pick vehicles for quality control and they do some extra testing km's in them' so I was told. I was excited, beleived their crap story and drove to my friends panel shop and we stood and marvelled at the beautiful beast before us, until....we had a good look. A bit of buffing compound here, overspray there, scratched lugs on the door handle screws inside and then the suttle difference in panel colour. The driver side door and front gaurd as well as the front bumper had been rerpaired/repainted, drivers door trim had been removed so obvious repair to drivers door. I called Fair Trading and asked them for advice. They said to refuse delivery. I rang the Ford dealer and told him I would be immediately returning the vehicle, which I did.
When I arrived at the dealer they tried to calmly talk the whole thing down, the damage, the extra km's etc etc.
They asked me to keep the vehicle until the issue could be resolved. I flogged it mercilessly with great anger knowing I was not keeping it. Several days later I met with an executive from Ford, a paint engineer and the Dealer. They all explained the vehicle was fine, the new paint thickness was within tolerance etc etc. I was not getting a replacement ute. I told them this was the only solution.
I rang the dealer principal every couple of hours.
I was called to another meeting with the dealer early one morning. I was then told that the Ute was in fact a demonstrator and a customer pranged it whilst on a test drive. I then said well ***** Y*%, get me a new Ute. I threatened to go the whole hog and tell newspaper TV, anyone who would listen.
I had a new ute a week later.

Dig your heels in and treat everything they say as a lie. Its you against them.

commonrails · 01-09-2014, 03:31 PM

^^^ I got angry just reading your post xr8terri, damn some people are seriously low!

xr8territory · 01-09-2014, 04:11 PM

Quote:

Originally Posted by commonrails

^^^ I got angry just reading your post xr8terri, damn some people are seriously low!

I was angry at first, very angry, and then just extremely sad that Ford or a Ford dealer could be so knowingly dishonest. The iconic brand that I held in high regard from a little boy right through to adulthood, tried to bend me over you know what.