Hi,
Am sorry for this post and it a bit of a rant but thought people shouldknow my experience of Kuga ownership up until now.
Picked up my Kuga on Saturday. Loved the car until with 85 miles on the clock it showed a "Steering Malfunction" error and a red warning light on the dash. Tried to start it and it failed so Ford assist recovered me to the nearest dealer.
Nearest dealer now tell me they can not look at it for 5-7 days atthe least due to their current workload.
So I am without a Kuga for up to a week excluding repair time.
Ford Customer service were shocking - saying Dealer should deal withit- they can give me a courtesy car for 2 days but require me to take time off work to go and collect it - plus I need to put down £500 as a deposit and they have helped me in getting my car to a dealer in the first place.
Spoke to the dealer I purchased it from and he is in similar position and cant get it looked at for similar time period but would try to get the Kuga to him for him to repair. He was good enough to offer me his company car until it was fixed but again - I needed to travel to him to collect it.
As for getting the Kuga to him - Ford Assist refused to move the car any further so it is stuck at the dealer and it is at the mercy of them, if and when it gets fixed.
So basically I am left with no Kuga for at least 7 days, A dealer who says they cant do anything, another dealerwho offers no customer service and says I have to wait the 5-7 days and Ford Customer Services saying all they can do is offer me a car for 2 days and apologise.
Do you think I am being over the top in expecting my brand new car with 85 miles on the clock be seen sooner than 7 days excluding repair time?
Anybody got any ideas on how I can escalate this and get it sorted - does anybody have some senior contacts within Ford Customer Services?
Rant over.
Thanks
Darren
Am sorry for this post and it a bit of a rant but thought people shouldknow my experience of Kuga ownership up until now.
Picked up my Kuga on Saturday. Loved the car until with 85 miles on the clock it showed a "Steering Malfunction" error and a red warning light on the dash. Tried to start it and it failed so Ford assist recovered me to the nearest dealer.
Nearest dealer now tell me they can not look at it for 5-7 days atthe least due to their current workload.
So I am without a Kuga for up to a week excluding repair time.
Ford Customer service were shocking - saying Dealer should deal withit- they can give me a courtesy car for 2 days but require me to take time off work to go and collect it - plus I need to put down £500 as a deposit and they have helped me in getting my car to a dealer in the first place.
Spoke to the dealer I purchased it from and he is in similar position and cant get it looked at for similar time period but would try to get the Kuga to him for him to repair. He was good enough to offer me his company car until it was fixed but again - I needed to travel to him to collect it.
As for getting the Kuga to him - Ford Assist refused to move the car any further so it is stuck at the dealer and it is at the mercy of them, if and when it gets fixed.
So basically I am left with no Kuga for at least 7 days, A dealer who says they cant do anything, another dealerwho offers no customer service and says I have to wait the 5-7 days and Ford Customer Services saying all they can do is offer me a car for 2 days and apologise.
Do you think I am being over the top in expecting my brand new car with 85 miles on the clock be seen sooner than 7 days excluding repair time?
Anybody got any ideas on how I can escalate this and get it sorted - does anybody have some senior contacts within Ford Customer Services?
Rant over.
Thanks
Darren