Skip advert
Advertisement

Watchdog: Owner's loyalty rewarded over S-MAX steering fault

Long-standing customer's MPV develops fault just as warranty expires, but Ford steps in

Loyalty isn’t always rewarded in life, but sometimes it can pay off and help you out when you need it most. The Mowat family certainly reaped the benefits of their continued loyalty to Ford over the years, after problems with their 2011 S-MAX left them facing a hefty repair bill.

Advertisement - Article continues below

David Mowat and wife Mary, from Airdrie, North Lanarkshire, contacted Carbuyer’s sister magazine Auto Express after their MPV started to make strange noises. It wasn’t an unfamiliar sound, either. David explained: “We traded in our last S-MAX, losing money to get a new, more expensive one, after it went wrong. Just a year later, this one is doing the same thing.”

The S-MAX was inspected by a local dealer, Evans Halshaw of Coatbridge, where mechanics decided a new power-steering system was needed, costing £2,000. With the car only just out of warranty and having done just 22,000 miles, David wasn’t happy that they’d have to pay the full amount.

He said: “Customer relations keep putting us off. We’ve bought a number of Fords over the years, so are loyal customers. We’ve done so few miles in this one, I thought they might help us out.”

© Chris Watt/ UNP 0845 600 7737David Mowat, Auto Express story

© Chris Watt/ UNP 0845 600 7737David Mowat, Auto Express story

© Chris Watt/ UNP 0845 600 7737

The S-MAX was in the garage for three weeks, and with a family holiday on the horizon for which the car would be needed, David agreed for the work to be done. He hoped to claim the costs back afterwards.

Meanwhile, we contacted Ford to investigate the case. We felt that with the Mowats’ continued loyalty – and because the S-MAX was only just outside of warranty – the company should make a contribution to some or all of the parts and labour costs. A few days later, the manufacturer responded – and with a generous offer, too.

A spokesman said: “Ford’s offered 75 per cent of the cost of the repair as a goodwill gesture in an acknowledgement of previous loyalty, mileage and the short period outside of the warranty. The dealer has additionally offered to discount the repair by £200.”

The car was fixed in time for the family trip, too. David added: “Ford gave us the go-ahead just as the garage started the work, so it all worked out perfectly. I think things came to this conclusion because Auto Express got involved."

Skip advert
Advertisement
Skip advert
Advertisement

Recommended

Ford Transit Custom Nugget gets four-wheel drive for proper go-anywhere camping capability
Ford Transit Custom Nugget Active front
News
23 Aug 2024

Ford Transit Custom Nugget gets four-wheel drive for proper go-anywhere camping capability

Ford Capri returns! Coupe reborn as new all-electric SUV
Ford Capri front quarter
News
10 Jul 2024

Ford Capri returns! Coupe reborn as new all-electric SUV

New Ford Capri teased ahead of July reveal – but it’s not a sports car
Ford Capri headlight teaser
News
27 Jun 2024

New Ford Capri teased ahead of July reveal – but it’s not a sports car

Ford Tourneo Custom review (2013-2023)
Ford Tourneo Custom driving
In-depth reviews
16 Oct 2023

Ford Tourneo Custom review (2013-2023)

Most Popular

New Skoda Elroq revealed! Family EV gets 355-mile range, costs from £31,500
Skoda Elroq front quarter
News
1 Oct 2024

New Skoda Elroq revealed! Family EV gets 355-mile range, costs from £31,500

Best new car deals 2024: this week’s best PCP finance offers
Carbuyer best new car deals hero
Deals
4 Oct 2024

Best new car deals 2024: this week’s best PCP finance offers

Like the new Skoda Elroq? Our alternative picks cost over £10k less
Skoda Elroq front quarter
News
4 Oct 2024

Like the new Skoda Elroq? Our alternative picks cost over £10k less

Tips & advice

View All
Car dashboard warning lights: the complete guide
Car dashboard symbols and meanings
Tips and advice
26 Mar 2024

Car dashboard warning lights: the complete guide

Electric car charging stations: public networks, charger types, apps and maps
Charging station
Tips and advice
23 Jul 2024

Electric car charging stations: public networks, charger types, apps and maps

PCP vs HP – which type of car finance is right for you?
PCP vs HP
Tips and advice
17 May 2022

PCP vs HP – which type of car finance is right for you?

Average speed cameras: how do they work?
Average speed cameras: how do they work?
Tips and advice
21 Mar 2024

Average speed cameras: how do they work?

Best cars

View All
Top 10 best car interiors
Peugeot 208 hatchback
Best cars
25 Jun 2021

Top 10 best car interiors

Top 10 best electric cars 2024
Best electric cars
Best cars
16 May 2024

Top 10 best electric cars 2024

Top 10 best cheap-to-run cars 2024
The best cheap-to-run cars 2023
Best cars
2 Jan 2024

Top 10 best cheap-to-run cars 2024

The UK's top 10 fastest hot hatchbacks 2024
Fastest hot hatchbacks hero
Best cars
2 Jan 2024

The UK's top 10 fastest hot hatchbacks 2024