Taraleigh115
New Member
- First Name
- Tara
- Joined
- Jun 24, 2024
- Threads
- 2
- Messages
- 4
- Reaction score
- 0
- Location
- United Kingdom
- Vehicles
- Mustang Mach E ext awd premium
- Occupation
- Director
- Thread starter
- #1
Ongoing issues following the recall, any advise would be appreciated!
I purchased a 2022 Mustang Mach-E Premium AWD from W R Davies on October 14, 2023. Two weeks later I received a letter about a recall that Ford had announced on October 13, 2023, which seemed to be an ongoing issue as far back as June 2022. Despite this, I wasn’t informed about the recall or the severity of the issue when I bought the car.
June 3, 2024: I took my car to Perry's for the recall work. The car was functioning perfectly prior to this. I was told the recall would take 2 days.
June 6, 2024: I was informed that the car wasn't ready as it still needed to be "put back together" and should be ready by the end of the week.
June 8, 2024: I was informed that the car would not be ready as it needed a Ford technician to come with a new recall part and install it. I was promised it would be ready by June 13.
June 14, 2024: I was advised that there was an issue with the battery and parts needed to be ordered to fix it. I was told it would be ready by the end of the month.
June 29, 2024: I went to collect a third courtesy car and was told more parts (wiring) were required but on back order with no ETA.
July 11, 2024: After chasing updates on what had happened to the car and getting no response I visited the service station again. Following this visit, the service manager informed me that the parts designed for the recall had caused my car to suffer two high voltage alerts. Two battery modules required replacement, and they were waiting on the wiring. An update was promised as soon as parts arrived.
July 17, 2024: Following my research on the recall and discovering that this issue had been investigated since June 2022, I sent a case for rejection letter to Perry's, W R Davies, and Ford Customer Service.
On the same day, I received an email from the service manager advising that all parts had been received and the Ford technician was already working on the arrays. My car should be ready by July 26.
July 25, 2024: I sent an email to confirm if the car was going to be ready and received no reply.
July 26, 2024: I had to chase Perry's for an update by midday as still no update. I was then informed that the technician wasn't booked until July 29, at this point I emailed the MD of Perry's to express the absolutely aplailing customer service I have received and for it to be escalated to someone who could inform me what is happening and what has happened to the car whilst @ their service centre for a "recall", he advised that it was a complex issue and the technician was needed to attend again, but they would keep me updated and promised better communication from the team.
July 30, 2024 (evening): I sent another email asking for an update following the technician's visit but received no reply, (from previous communication I was under the impression what was required would be a two day process.)
July 31, 2024: I received a call from Mazvita at Ford Customer Service, who advised that the car was still not fixed and they were still investigating the technical issues as they still could not fix them.
August 1, 2024: I called Perry's for an update following the ongoing uncertainty surrounding the issues with my car. I requested Michael to email me with an explanation of what this means and if it is a new issue or still the same one they can't figure out how to fix. Claire, not being technical, said she would ask him to reply to my email from Tuesday. I still have not received any update.
My car has been with Perry's for 55 days now and remains unfit for purpose.
W R Davies has suggested that my main complaints are due to issues caused at Perry's, which could affect my rejection case.
I am in contact with Black Horse Finance to reject the car, but the lack of a clear explanation from Perry's complicates matters.
1. Who is ultimately responsible for providing a replacement vehicle while these issues are being resolved—Ford or the dealership?
2. Has anyone else experienced prolonged repair times or additional damage caused during recall work on their Mach-E?
3. What steps did you take to resolve the situation?
4. How did you handle poor communication and missed deadlines from the dealership?
5. Any advice on how to escalate this further to get a satisfactory resolution?
I am extremely frustrated and would appreciate any insights or similar experiences that could guide me in resolving this matter. Thank you in advance for your help!
I purchased a 2022 Mustang Mach-E Premium AWD from W R Davies on October 14, 2023. Two weeks later I received a letter about a recall that Ford had announced on October 13, 2023, which seemed to be an ongoing issue as far back as June 2022. Despite this, I wasn’t informed about the recall or the severity of the issue when I bought the car.
June 3, 2024: I took my car to Perry's for the recall work. The car was functioning perfectly prior to this. I was told the recall would take 2 days.
June 6, 2024: I was informed that the car wasn't ready as it still needed to be "put back together" and should be ready by the end of the week.
June 8, 2024: I was informed that the car would not be ready as it needed a Ford technician to come with a new recall part and install it. I was promised it would be ready by June 13.
June 14, 2024: I was advised that there was an issue with the battery and parts needed to be ordered to fix it. I was told it would be ready by the end of the month.
June 29, 2024: I went to collect a third courtesy car and was told more parts (wiring) were required but on back order with no ETA.
July 11, 2024: After chasing updates on what had happened to the car and getting no response I visited the service station again. Following this visit, the service manager informed me that the parts designed for the recall had caused my car to suffer two high voltage alerts. Two battery modules required replacement, and they were waiting on the wiring. An update was promised as soon as parts arrived.
July 17, 2024: Following my research on the recall and discovering that this issue had been investigated since June 2022, I sent a case for rejection letter to Perry's, W R Davies, and Ford Customer Service.
On the same day, I received an email from the service manager advising that all parts had been received and the Ford technician was already working on the arrays. My car should be ready by July 26.
July 25, 2024: I sent an email to confirm if the car was going to be ready and received no reply.
July 26, 2024: I had to chase Perry's for an update by midday as still no update. I was then informed that the technician wasn't booked until July 29, at this point I emailed the MD of Perry's to express the absolutely aplailing customer service I have received and for it to be escalated to someone who could inform me what is happening and what has happened to the car whilst @ their service centre for a "recall", he advised that it was a complex issue and the technician was needed to attend again, but they would keep me updated and promised better communication from the team.
July 30, 2024 (evening): I sent another email asking for an update following the technician's visit but received no reply, (from previous communication I was under the impression what was required would be a two day process.)
July 31, 2024: I received a call from Mazvita at Ford Customer Service, who advised that the car was still not fixed and they were still investigating the technical issues as they still could not fix them.
August 1, 2024: I called Perry's for an update following the ongoing uncertainty surrounding the issues with my car. I requested Michael to email me with an explanation of what this means and if it is a new issue or still the same one they can't figure out how to fix. Claire, not being technical, said she would ask him to reply to my email from Tuesday. I still have not received any update.
My car has been with Perry's for 55 days now and remains unfit for purpose.
W R Davies has suggested that my main complaints are due to issues caused at Perry's, which could affect my rejection case.
I am in contact with Black Horse Finance to reject the car, but the lack of a clear explanation from Perry's complicates matters.
1. Who is ultimately responsible for providing a replacement vehicle while these issues are being resolved—Ford or the dealership?
2. Has anyone else experienced prolonged repair times or additional damage caused during recall work on their Mach-E?
3. What steps did you take to resolve the situation?
4. How did you handle poor communication and missed deadlines from the dealership?
5. Any advice on how to escalate this further to get a satisfactory resolution?
I am extremely frustrated and would appreciate any insights or similar experiences that could guide me in resolving this matter. Thank you in advance for your help!
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