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)
Ford Fiesta repair
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)