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Assistance To Forward Email To The Ford Management Team.


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#1
fretsurf

Posted 24 September 2010 - 08:51 AM

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Hi good samaritan of Autoworld.

I require some assistance to forward the below email to Ford Malaysia. Anyone has got some clue on where to send this? Emails to their website seems to generate no answers and Ford themselves seem non-responsive to my requests for contact information.

Thanks in advance for your good assistance.

Hi,

1. I am writing this email about the warranty issue on my Ford Focus.

2. The night of 16th September 2010, my car experienced a knocking sound from the engine. The revs also went down as if the engine was dying. I immediately switched off the car. I was in my Cyberjaya office at the time. I called AAM the next morning to tow the car to the Ford SC in PJ.

3. I was informed on the 20th September that the reason for the knocking is because the spark plugs fell into the engine's combustion chamber. The warranty manager told me that the spark plugs are quite old, hence it fell off. Because it is a spark plug related issue, according to him, this is not covered by the warranty.

4. My question is this - I've owned Protons and a Toyota, all the while I've never heard of this problem.

5. Also, how can the spark plugs be old? Isn't it a resposibility of the Service Center to suggest switching to new spark plugs after a certain duration? The Proton and Toyota service centers also always suggested changing my spark plugs after a certain interval.

6. Please look at my service records. I always agree to the service center's suggestions to avoid situations like what I am facing right now. If the service center had suggested that I change my spark plugs, I would have, knowing that it is integral to the performance and long-term maintenance of the car.

7. Of course, I did not do anything at all. I don’t miss a service. I pay for the extras. And still, I have to pay for things I am not responsible of.

8. I am really, really pretty tired of my Ford Focus. Up till now, I've wasted thousands of Ringgits on repairing and maintaining the Focus. And the car is still under warranty. I've posted status updates on my Facebook page to warn them about Ford already. And I was a staunch supporter of Ford, buying it against the likes of Toyotas and Hondas.

9. A colleague was considering the Ford Fiesta. I told him to think carefully first. It has gotten that bad.

10. The total of the damage to the engine is RM2100. How much is a price of a spark plug? It makes financial and logical sense for me to change the spark plugs if I was suggested to do so in the first place. Of course the warranty does not cover spark plugs. But spark plugs falling into the combustion chamber? Everybody laughed when I told them about this. It is unheard of. And it fell into the engine. It could have fallen on the ground or somewhere else, but it fell into the engine which resulted in paying a hefty amount. If it was just the spark plug, I would not care for the warranty. I'd pay it myself. Why do I have to pay if it's a problem of the design that enabled the spark plugs to fall into the engine?

Please revert ASAP. This is really really frustrating. Not to mention I am without a car for a week. No replacement cars? Other car companies have replacement cars. Why not Ford? I had to beg and wait for others to use or 'tumpang' their cars.

Unless if there's a drastic change, this will be my last Ford, considering my grandfather used a Ford and so did my father.

Regards,
Ezri, WQR4011.

#2
DC18

Posted 24 September 2010 - 12:18 PM

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Unstd where you coming from. I hope the Ford management will revert soon.

#3
mulli

Posted 26 September 2010 - 10:45 PM

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dude,

patut lar tak jumpa you kat opis, kejap ader, kejap takder

use this link below:
http://www.simedarby...le-blowing.aspx

the offense are quite serious, looks like someone has not been doing his/her job seriously.

imagine if this happens while you were driving!

have you emailed to CBT/TheStar, the entire Malaysia needs to know about this... dont keep in under wraps!

#4
fretsurf

Posted 28 September 2010 - 04:31 PM

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Situation Update:
- The Head of After Sales called me. Offered a replacement car.
- Ford agreed to absorb engine related damage. I have to pay for new Spark Plugs and normal maintenance stuff.
- Invited me to the Ford Raya open house gathering which was today. Lamb was good.
- Car is delayed, but at least there's a replacement car.

#5
alexT

Posted 29 September 2010 - 08:11 AM

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ur car is so new and they said the spark park is old? must be a crappy sprak plug then. my kelisa spark plug 2yrs alredi and still doin fine (aftermarket brand of course)

#6
DC18

Posted 29 September 2010 - 08:58 AM

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QUOTE (fretsurf @ Sep 28 2010, 04:31 PM) <{POST_SNAPBACK}>
Situation Update:
- The Head of After Sales called me. Offered a replacement car.
- Ford agreed to absorb engine related damage. I have to pay for new Spark Plugs and normal maintenance stuff.
- Invited me to the Ford Raya open house gathering which was today. Lamb was good.
- Car is delayed, but at least there's a replacement car.



Good to hear that. smile_thumbup.gif

#7
tmcchan

Posted 29 September 2010 - 09:34 AM

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QUOTE (fretsurf @ Sep 24 2010, 08:51 AM) <{POST_SNAPBACK}>
...
The warranty manager told me that the spark plugs are quite old, hence it fell off.

The so-called manager must've thought you were a fool, trying to give you that bullshit excuse. smile_angry.gif I hope you laughed in his face when he said the freakin plug fell into the chamber - even my wife would question how does a spark plug simply 'fall' into the engine? Isn't it supposed to be screwed in???

Where is this, the PJ service center next to the Federal highway?
--- Sig under construction ---

#8
aspire

Posted 15 October 2010 - 12:12 AM

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QUOTE (fretsurf @ Sep 28 2010, 04:31 PM) <{POST_SNAPBACK}>
Situation Update:
- The Head of After Sales called me. Offered a replacement car.
- Ford agreed to absorb engine related damage. I have to pay for new Spark Plugs and normal maintenance stuff.
- Invited me to the Ford Raya open house gathering which was today. Lamb was good.
- Car is delayed, but at least there's a replacement car.



Good to hear that. Now this is a very good service provided by Ford.

Well, this is what would happened when the HQ and workshop have different objective. The HQ can set whatever expectation they have for customer satisfaction, unfortunately, the workshop's objective is to make money, FULL STOP.

Unless, the workshop is controlled directly by the HQ or the group, else you will face this every where you go, every brand you faced.

That is why you must know how to complaint, escalate to the right party. It is unfortunate that we have to resort to that, but that is the reality.

#9
yjkhoomy

Posted 12 June 2011 - 11:24 PM

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Auto Connexion who is the Distributor of Ford Malaysia is not at PAR with UMW Toyota. They are not bothered about the FORd brand in Malaysia, whereas UMW is very keen to maintain the Toyota Brand.

The Ford Focus is actually a Good Car but poor support from SC.

QUOTE (fretsurf @ Sep 24 2010, 08:51 AM) <{POST_SNAPBACK}>
Hi good samaritan of Autoworld.

I require some assistance to forward the below email to Ford Malaysia. Anyone has got some clue on where to send this? Emails to their website seems to generate no answers and Ford themselves seem non-responsive to my requests for contact information.

Thanks in advance for your good assistance.

Hi,

1. I am writing this email about the warranty issue on my Ford Focus.

2. The night of 16th September 2010, my car experienced a knocking sound from the engine. The revs also went down as if the engine was dying. I immediately switched off the car. I was in my Cyberjaya office at the time. I called AAM the next morning to tow the car to the Ford SC in PJ.

3. I was informed on the 20th September that the reason for the knocking is because the spark plugs fell into the engine's combustion chamber. The warranty manager told me that the spark plugs are quite old, hence it fell off. Because it is a spark plug related issue, according to him, this is not covered by the warranty.

4. My question is this - I've owned Protons and a Toyota, all the while I've never heard of this problem.

5. Also, how can the spark plugs be old? Isn't it a resposibility of the Service Center to suggest switching to new spark plugs after a certain duration? The Proton and Toyota service centers also always suggested changing my spark plugs after a certain interval.

6. Please look at my service records. I always agree to the service center's suggestions to avoid situations like what I am facing right now. If the service center had suggested that I change my spark plugs, I would have, knowing that it is integral to the performance and long-term maintenance of the car.

7. Of course, I did not do anything at all. I don’t miss a service. I pay for the extras. And still, I have to pay for things I am not responsible of.

8. I am really, really pretty tired of my Ford Focus. Up till now, I've wasted thousands of Ringgits on repairing and maintaining the Focus. And the car is still under warranty. I've posted status updates on my Facebook page to warn them about Ford already. And I was a staunch supporter of Ford, buying it against the likes of Toyotas and Hondas.

9. A colleague was considering the Ford Fiesta. I told him to think carefully first. It has gotten that bad.

10. The total of the damage to the engine is RM2100. How much is a price of a spark plug? It makes financial and logical sense for me to change the spark plugs if I was suggested to do so in the first place. Of course the warranty does not cover spark plugs. But spark plugs falling into the combustion chamber? Everybody laughed when I told them about this. It is unheard of. And it fell into the engine. It could have fallen on the ground or somewhere else, but it fell into the engine which resulted in paying a hefty amount. If it was just the spark plug, I would not care for the warranty. I'd pay it myself. Why do I have to pay if it's a problem of the design that enabled the spark plugs to fall into the engine?

Please revert ASAP. This is really really frustrating. Not to mention I am without a car for a week. No replacement cars? Other car companies have replacement cars. Why not Ford? I had to beg and wait for others to use or 'tumpang' their cars.

Unless if there's a drastic change, this will be my last Ford, considering my grandfather used a Ford and so did my father.

Regards,
Ezri, WQR4011.