TERRIBLE SERVICE FROM WORKSHOP AT FORD CMH UMHLANGA

Dear Ford Customer Service,

I am writing to formally raise a concern regarding a recent service experience with my Ford EcoSport, which resulted in a costly and inconvenient misdiagnosis.

I brought my vehicle in for its annual service, during which the check engine light was also reported. As part of the service, your technicians diagnosed the issue as a faulty catalytic converter and recommended it be replaced. However, immediately after collecting the vehicle from your service center, I noticed the engine began misfiring which i reported on call from your branch — an issue that had not occurred prior. I then proceeded to take your diagnosis advice and replace catalyc converter which never made a difference as well as engine light never went off. Concerned, I had the vehicle independently assessed at my own cost with car time umhlanga in front of me in their workshop . The subsequent diagnosis revealed that the number 1 spark plug was burnt, they replaced it same in front of me and this solved the problem. Notably, the spark plugs were replaced during the recent service conducted by your team. This raises two serious concerns: Why was a faulty spark plug — a basic engine component — not identified during the initial service and diagnosis? Why was the vehicle returned to me in a worse condition than when it was brought in? This misdiagnosis not only led to unnecessary replacement of the catalytic converter but also caused further inconvenience, financial burden, and loss of trust in the quality of service provided by Ford. The converter is still on hand to prove that this was not blocked as mentioned.

I am therefore requesting: A full explanation of the work carried out during the service, including diagnostics report printed and performed. Clarification on how the spark plug issue was overlooked, despite plug replacement being part of the service. A replacement of the spark plug and old burnt one to be handed over to ford A reimbur*****t for the costs I incurred due to the incorrect diagnosis which i paid R1900. 00 ex vat thinking that Ford will be correct— including the catalytic converter replacement and the external diagnostic service.

I trust Ford values its customers and will handle this matter with the seriousness it deserves. Please acknowledge receipt of this email and advise on the next steps for resolution.

I look forward to your prompt response.