Bad client service

am writing this email with disappointment in your service rendered to me yesterday by one of the service consultant at 29 Connie Avenue Adamayview Klerksdorp Branch, by the  name of John.

June 2020 I took my 2011 Ford Fiesta Ambiente with the above mentioned registration number for 200000km major service.

Yesterday morning there was a smoke coming out of the car’s bonnet. I towed it to Klerksdorp Ford for diagnose and I was assisted by Mr John who told me that he will get back to me after the car has been checked.

From 08:00am until 16:00pm I waited for the call from John but I didn’t receive any update, I  decided to go to the branch only to find that that’s when he called Innovation for part enquiry, of which the car was there the whole day and I waited for at least one call also the whole day.

He told me that the Aircon compressor was the problem and the Warranty can’t  pay the full amount requested.

I asked him what was actually done in June when I brought the car for service as I expect such parts to be checked and replaced during the service, he told me that they couldn’t pick it up at that time and there is nothing they can do about the problem I am facing now as it is not their fault. I further asked him about the guarantee on the Ford parts that were replaced during the service that are now damaged due to the Aircon compressor damage and he repeatedly told me that it is not their fault that they couldn’t pick up the Aircon compressor problem and further referred me to CNH for quotation.

I asked him for my copy of the quotation he received so that I can know what I am  going to quote there and he told me that I am not allowed to take any documents as he need to close that job card, again repeating that at this moment there is nothing they can help me with, the only thing is to pay for that.

I have been taking my car to Ford for service for the past 10 years and I haven’t encountered any problem with the service done and rendered to me and to my car.

I took my car to Ford with the expectation that I am dealing with professionals both Client service and technically. After what I received yesterday I wish that I could not have bought a Ford brand or even have to deal with such incompetent, inconsiderable and  rude consultants, because if “so called Ford experts” couldn’t pick up the faults with my car how am I supposed to pick it up? How am I supposed to put my trust with Ford when it comes to my car? I might as well ask any TOM, **** or HARRY I pick up on the road side to service or even fix up my car parts.

I believe that by writing this email I am giving the Dealer a fair chance to give me clarity and PROFESSIONAL help I need.