ukcrc1@ford.com: Ford Customer Service Email in UK

All coolant fluid got into engine and rendered it useless. My car is only 5 years old. Ford will fit a new engine but I have to pay 45% of cost, £2,250.90p. Which I can ill afford. I feel that having to pay for this is wrong as it is a fault with the eco-boost engine which Ford have known about for some time. When the dealership where my car is being repaired phoned Ford to see if just needed to fit new heads Ford told them they new of the fault and just to go ahead and fit a new engine.

This to me says Ford new of fault and they should pay full cost. I have been without a car now for 1 week and am finding it very difficult to get to and from work. I hope Ford and Mr Barratt do the right thing and remove the worry of paying for this from my shoulders.

Car reg No. YY14 YOK

Having been without a car since 8th May 2018. ( Transmission replacement) I would like an explanation as to why it has been so long. It was taken to Richardsons at Bridlington on the 8th of May. it was there a week before they even looked at it. We were told the part would arrive 8th June. STILL WAITING.

We have had many Ford cars in the past. this will be the last.
D M Shipley

I am disgusted with way I was treated by your customer service dept today 01/10/2018. My conversation was with Bailey, who assured me the conversation was being recorded. I would insist you listen to it and then give a reply with the respect I deserve as a Ford customer.

Broke down with engine fault had car towed , now being told by my ford dealer that and injector as broke the car only dose motorways mile is this a ford fault ? , i now have £400 bill to sort when parts arrive not great i have always bought ford cars but now think on this point ford should have some responsibility on this part.

Why is the phone number to contact you re a PARF claim still not working?, tried for 2 days still saying due to unforeseen circumstances it is closed.

Dear sir
i am writing to you about my vehicle my reg is en19 utt black kuga on the 24 7.19 my door keys to open my was not working i call the road assitance to come to help i was on time of 12.42.22 to exit and departed at 17.13.30 when the vehicle was fixed i got a fine for 100.00 at the morrisons car park in becontree health while the car was their. can you help please i hope to hear from you very soon my tele 07503175304
from colin hoyte thank you

I was driving my car on the motorway which is a Ford focus 1lt Ecoboost 2017, When suddenly the car started to lose power, I pulled over to the hard shoulder and the car died, rac came out and said my Engine has seized and this was a common fault with the car, I brought it back to the ford dealers, who said that I would have to pay for a Courtesy car, or pay more money to rent a car from euro parts, what a joke I can’t get to work now, they know this is a fault but I have to suffer until it’s is proven.

Letter ref 01039602211940. Identification no WFOFXXWPFFJ67397. Ref this letter which uses the words urgent action. I have contacted my local ford dealer who supplied the car, they have no parts available and can't say when they will get them as fords have run out. We received the letter on the 19th and contacted Darron ford at hayling island on the 20th. We are going on holiday in this car on the 26 th,both my wife and I are very concerned about using the car under the circumstances. I contacted customer services this morning who just repeated that there was nothing they could do about it, no manager was available, they were all in a meeting. This is totally unsatisfactory. This is the first ford I have owned and if this is the standard of service it will be the last. Garry Passfield

I own a Ford Edge ST line 2018 just completed 11000 & the panoramic glass roof failed cracked from side to side in December 2019. reported to my Ford dealer 29-12-19. Aftermuch discussion & emails/phone calls Ford refused to repair my roof claiming it was stone chip. This is not the case of stone chip causing damage to roof & Ford are aware of this but refuse to accept responsibillaty. I have had to get the panoramic glass replaced via my insurance as other owners are complaining this appears to be Ford answer to refuse respnsabillaty in regards of panoramic glass roofs failing. all on reviews are identical. The USA has a law suit claim against Ford regarding roof defects so this is not unknown or an isolated case many Ford owners in the UK also complain of this yet are having the same issue Ford refusing to fix under warranty.A new car with 11000 miles should not fail one owner has had to replace the roof 3three times this is my first & I would expect Ford to resolve this as its related to an installation fault in the production process. My roof started rattling pithing the first few months of ownership this was not fixed as the dealer could not find a fault even though evidence was provided with video. I also found that under repair by 3rd company to replace the panoramic roof the roof panel had been installed incorrectly in the installation process by Ford likely to be in production stages.I have written to my local dealer who accepts the evidence provided but they state they are unable to do anything until Ford accept that it is required to accept my waranty defects.

I am out of pocket at around £1.000 due to Ford failure to accept they have a problem & take responsibility to fix this under waranty. please acknowledge this letter & reply with a answer to resolve to responsibility to correct this & refund my losses. my next stage is the motor Onbudsman as Ford refuse to accept this unless to accept Fords responsibility to resolve this. My registration is OU18LME local dealer Hartwell Langford Lane Kidlington Oxford. Manager Micheal Howard service representative Josh Breakspear. I await a reply from Ford regarding this matter. Ford ownership does not appear to of the best customer service so far having now read owners complaints in regards to Ford refusing to action its faults under warranty.

I rang stoneacre halifax last Friday to ask about injector programming and Cheryl quoted me £90 for said action AND diagnostic report. As the van was a non runner i had to recover the van to them. I later received a call to say van was ready and that a piston had failed? On returning for the van I received a poorly spelt invoice and no diagnostic report. I was then told i would have to rebook for a diag test? It's a non runner for heavens sake!!? I have been ripped off and I will be taking further action. Please reply asap for legal reasons, and no more poor fords for me!

Please see copy of my letter to Hendy Ltd at Tunbridge Wells and let me have your reply.
The Service Manager, Foxhill Goldsmiths Avenue,
Hendy Group, Crowborough,
Mount Ephraim TN6 1RJ
Tunbridge Wells 14 August 2020.
Kent
TN4 8AG

Dear Sir,

Ford Fiesta GL64 XWG.

I regret that I must complain about the lack of service in this case.

I telephoned on 6th August to book my car in as it had suddenly lost power and was very “lumpy” to drive. I had to keep the revs high whenever I stopped because if I did not do this the engine cut out. That morning I had driven the car to Maidstone with no hint of any problem at all. When I returned in the afternoon the car started OK then (to me inexplicably) lost power and clearly was not functioning properly. At one stage the red “engine block” sign appeared on the speedo, very briefly and at one stage the engine oil sign appeared, also very briefly. This I advised your staff of. The car was booked in for 12th August with the understanding that it would be dealt with earlier if at all possible. That I could leave the vehicle with you on this basis. I was advised that it would need a “diagnostic check” at a price of £120.00, or perhaps less if diagnosed quickly. I obviously had little alternative but to accept this.

The following morning, when I took the vehicle to your premises, the “engine block” sign appeared on the rev counter display. This I advised your staff of. The car was booked in for 12th August with the understanding that it would be dealt with earlier if at all possible. I asked whether a courtesy car was available but was advised that none was available.

On 11th August I received a telephone call saying that it appeared to be a problem with the fuel mixture and that the price to rectify the matter, as far as could be seen at that point in time, was £340+ (I cannot remember the exact amount.) I agreed to accept this estimate. I was also told that it could take a few days.

Today, 14th August, I had heard nothing further and a second weekend without the vehicle beckoned. I tried phoning your office, without success - at one stage I did actually speak to someone who agreed to check with the “technical advisor” but after quite a wait the line cut off. I thought that the person spoken to would phone back but heard nothing more. After several more attempts to phone, including one of the “remote” operators saying that she would send a text asking you to call me, I heard nothing at all.

With the weekend imminent I decided that I had no option but to call at your premises. There was only one member of staff in the reception area and he apologised for the delay in attending to me. He retrieved the papers and said that as far as he could judge the “technical advisor” had said that there was a need for three “injector” something or the other - he only had written notes on the worksheet to go on. I pointed out to him that I was far from satisfied with the position and asked what the cost was so far. He thought that it was £544. I told him that I was far from happy with the lack of information from Hendy’s and the fact that I had had to drive from Crowborough to Tunbridge Wells to make contact with someone. He apologised but it was obvious that there was little that he could do. I again asked whether a courtesy car was available and was told (very politely) that there was not.

I left it that the Service Manager would contact me next week.

Later I received a telephone call from the person spoken to earlier today. He attempted to explain the position to me but I told him that I really didn’t have a clue what he was talking about - that was why I had taken the car to a garage. I did, however, say that I was amazed that a vehicle that had only done just over 30,000 miles (from memory) should need such an expensive repair when it was clearly not caused by the style of driving or anything else that could have been caused by the driver. He tried very hard to explain to me what could happen next and also said that there could be further expense if the next step of the diagnostic check showed another fault!

Why was I not contacted as soon as this extra work was found to be necessary? Have the items required been ordered so that the work can be undertaken or is this going to cause more delay? Why was I not given the option of a courtesy car at this stage?

I asked for contact details for Ford as I considered this to be a matter of which they should be aware. Surely a car that was a market leader in terms of sales should not be expected to need such an expensive repair after so few miles. The person spoken to provided the telephone number for Ford Customer Relations.

I then telephoned Ford Customer Relations and explained the position. The person spoken to said that Ford did not usually become involved in matters like this as Hendys (in this instance) were a franchise and Ford had no control over how much they charged. She asked if I had obtained a second estimate and I asked her how I was supposed to get to another Ford dealer - in any event all our cars had been purchased and serviced for many years from/by Stormont Ford/Lifestyle Ford/Hendys. (In fact, surely the area in question of the vehicle must be in pieces so that the diagnostics could be checked out?) I pointed out that the product surely was a matter of importance to Ford and that they surely should be able to confirm that a vehicle with such a low mileage should not fail to such an extent that the matter would cost a minimum (there may be further costs for parts and labour) of £930.00? She said that if the garage were to confirm to Ford that a part, or parts, had failed then some sort of an arrangement could be made.

I said that I would take this up with you and also write to Ford to confirm the position. She gave me the enquiry number as 2-889622814.

As you might imagine I am absolutely disgusted with Ford. My wife had a car from them where the actual steering column broke, without ever having been in any accident. She had another car where there was a leak in the boot which Stormont Ford (or Lifestyle Ford) (now Hendys) said in both cases that they had never seen before! This has not been said on this occasion, which makes me wonder?

Could you please look into this matter as one of urgency so that the vehicle may be repaired asap. Can you also check as to whether a courtesy vehicle may be provided until this matter is resolved. After more than 40 years dealing with Ford through whichever company has been trading from your premises I feel that this is the least that I can expect.

An early written reply would be appreciated.

Thank you.
Yours faithfully
William J Groombridge (Mr)

I am a proud owner of the new Ford Puma MHEV having purchased many Ford models over the years, all with a comprehensive owners manual. I understand from your CSD you no longer supply these so my only option is to download and print 65 pages or use my mobile phone. The Supplemental Owners Guide covers very little and what it does contain is not the most useful information that an owner requires, e.g. no mention of dash board or other switch info. Ford used to supply a quick guide leaflet which was very useful. With more and more technology in your vehicle the SPGO is all but useless. I realise that Ford like, most of us, want to save the planet but the gain to Ford now transfers to the owner instead. Please seriously consider my suggestions.

I refer to the above subject matter. Please kindly help me to reactivate the FordPass app. As you know with the new technology every information is av as available on the app or online.