Bushranger
Well-Known Member
- Joined
- May 21, 2015
- Threads
- 0
- Messages
- 161
- Reaction score
- 152
- Location
- Australia, NSW Northern Rivers
- First Name
- Peter
- Vehicle(s)
- Ruby Red GT auto fastback
I rang the Ford Customer Relationship Centre yesterday. Firstly I asked why I had received no response to my registered letter of complaint that had been delivered on the 6 December. The lady I spoke to said that she didn't know the person who signed the receipt of my letter. She said that the place was too big to know everyone and she had no idea what happened to my letter (which was about 20 pages as it included a copy of the TSB). She then stated that I would be looked after in the event of an engine failure after warranty as Ford would not abandon their customers. I asked for this in writing but she declined. She did type in my concern against my VIN file and said that this would be a record of our discussion. I then said that "should every Mustang owner call the centre and lodge their concern against their VIN file"?. She said "maybe". I said that I may need to seek written assurance via another route. She stated that my attempt would just end up at the same place and would not achieve any more attention. I then said that I may have to go through the ACCC. She did not comment.As expected, no contact from Ford. I will ring them on Monday. I'll probably get someone who is trained in avoiding the real issue. If my prediction is right then the next step is approaching the ACCC.
It appears to me that the Customer Relationship Centre is a rock wall around Ford Australia Management and that the common customer will not be able to penetrate this wall. Even though I was not asking for any costly solution, just a written confirmation of her assurance.
So... Where to from here? Do we all ring 13 FORD and get our concerns logged against our VIN as a step towards future guarantee on this particular failure?
My next step is to speak to someone in the ACCC. Hopefully I won't get the brush off. A particular concern is that the waters have not been tested, and won't for at least another year when Warranties begin to expire. So Ford haven't actually denied consumer guarantee yet.
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