Watchdog: Ford gets wires crossed over servicing history

Ford blames lack of "servicing loyalty" for not helping to fix Mondeo... then does a U-turn

Thanks to Block Exemption rules, you’re not tied to your new car’s dealer network during its warranty period. However, Auto Express, Carbuyer’s sister magazine, regularly hears from readers whose vehicle warranty has expired and are then shocked to discover that stony-faced manufacturers won’t help them out, all because an inconsistent service history means that goodwill goes out the window.

That was exactly the reaction Auto Express got from Ford when they called on behalf of their reader, Andy Davis from Hawkinge, Kent. The turbo failed on his four-year-old Mondeo and he hoped Ford staff would help. No such luck.

Andy had previously asked KAP Folkestone to investigate an engine management warning light during a recent routine service, and was shocked by its diagnosis.

“When I got the car back from KAP, it was undriveable; and I was told I needed to pay £1,700 for a new turbo to be fitted. Surely this shouldn’t happen to a four-year-old car? This is my sixth Mondeo, and I’ve never heard of this before,” he said.

Auto Express agreed, but Ford didn’t. Its spokesman said: “The turbo has failed outside the warranty period. That’s when we feel it shouldn’t fail, and when we’d step in.”

He added that the dealer had already carried out £160 worth of diagnostic work free of charge, and that was all the goodwill Ford was prepared to offer because Andy’s service history with Ford wasn’t complete.

Andy, however, told Auto Express that simply wasn’t true. He said: “I’ve had every single service carried out by Ford. I can’t believe that they don’t know that. The last three were even with KAP Ford! I will not be using a Ford garage for this work or to service my car any more after the way they have handled this.”

A few days later, Ford remarkably backtracked over its incomplete service history claims. It now said that Andy’s Mondeo was “well maintained” and he’d been “loyal to the brand”. The spokesman confirmed Ford would now be offering almost £600 towards the work.

But Andy wasn’t happy with how he’d been treated by Ford and told us he’d found a cheaper quote elsewhere, adding: “It’s too little, too late. They’ve lost a loyal customer.”

Recommended

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

Ford Tourneo Custom review (2013-2023)

All-new Ford Transit Custom Nugget unveiled
Ford Transit Custom Nugget
News
24 Aug 2023

All-new Ford Transit Custom Nugget unveiled

New Ford Explorer electric SUV delayed until summer 2024
Ford Explorer SUV
News
14 Aug 2023

New Ford Explorer electric SUV delayed until summer 2024

Cheap fun cars: our picks from £1,000 to £10,000
Cheap fun used cars
Tips and advice
27 Jul 2023

Cheap fun cars: our picks from £1,000 to £10,000

Most Popular

Hot car deal: sporty Skoda Octavia vRS Estate for £278 a month
octavia vrs hot deal
Deals
19 Feb 2024

Hot car deal: sporty Skoda Octavia vRS Estate for £278 a month

All-new KGM Torres is a £35k SUV from reborn SsangYong
KGM Torres front quarter
News
19 Feb 2024

All-new KGM Torres is a £35k SUV from reborn SsangYong

Hot car deal: racy Cupra Ateca SUV for just £234 a month
cupra ateca
Deals
16 Feb 2024

Hot car deal: racy Cupra Ateca SUV for just £234 a month

Tips & advice

View All
Car dashboard warning lights: the complete guide
Car dashboard symbols and meanings
Tips and advice
19 Dec 2023

Car dashboard warning lights: the complete guide

Electric car charging stations: a complete guide
Public EV charge point
Tips and advice
11 Jan 2023

Electric car charging stations: a complete guide

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
12 Apr 2023

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
The best electric cars 2023
Best cars
2 Jan 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