Dear sir/madam
I am writing this email as I really do not know what to do next, where I stand or what my rights are or how to go about seeking compensation if at all compensation is warranted?


I ordered a brand new Ford CCC vehicle back in February 28th 2007, I was told then by the salesman at the dealership that the car would be delivered at the end of March 2007 although he could no give an exact date but to expect it to be delivered some point during the last week.

I called the dealership the last week in March and was then told that there were problems with supplying these vehicle due to high demand for this product, therefore I should expect to take delivery of this vehicle the last week in May and was given an approximate date if May 24th

I called my dealer again the last week in may and was then told they were still experiencing problems with supply & demand and was then given another date of June 23rd and this was now the date I should expect delivery.

I called yet again the beginning of that week and was told that my car was still not available it took a further two days for them to inform me that the car was in southampton docks awaiting release, and that they were unable to give me any indication of any date of delivery.

So I accepted this as I was told that they would keep me informed, but they did not.

I called again to the dealer on Thursday 27 june to see if they have any news, they were unable again able to give me any information of when I should receive my new car.

I was also concerned as my car tax was due to be renewed on Sunday 1st July therefore I had until Saturday 30th to purchase the tax disc, I expressed that if I received the vehicle I ordered on any of the occasions that they said I would not have encountered this expense and I asked if there was any way to compensate me for this expense.

I was told that as a dealer they could not comment but they gave me the number for Fords customer services.

I called them and was informed that there were severe backlogs & problems with leaking roof seals with these models and that they had put together a task team specifically to deal with Ford CC customers, I was then put through to a customer service person in this team his name was Chris.

Chris was still unable to retrieve any information on the vehicle that i did not already hear from the dealership.
I explained my concern over having the extra expense of paying my car tax and asked if there was anything they could do to elevate this situation.

He said that the situation was unreasonable and as far as he was concerned I was now in the position of being made immobile.
He said he will arrange through the dealership for me to go down the next day friday 29 june & arrange for me to hand over my existing vehicle as it was due to be part exchanged with the new car and then he will arrange for me to receive a Hired Vehicle paid for through Ford until my situation rectified and that my dealer would contact me the next day with the arrangements.

Sure enough the next day all seemed well I was asked by my dealer to bring in my old car for part exchange and a hire car was arranged for me to collect, thus I did so and was told the car was initially on hire for two weeks and if my new vehicle was not ready within this time Ford would automatically renew the car hire until such times as i would receive my new car.

Now on wednesday 11 June i received a call from Ford customer services to say that there was now a FIX on my new car therefore Fords will not renew the car hire as from Friday 13th.

I asked what would happen as if this is the case I would be left without ant form of transport, I was told that she would contact my dealer and they would arrange for me to hand back the hire car and the would replace it with a courtesy car from the dealership. She said that she would arrange for this to happen and that my dealer would contact me the next day with the details and arrangements

The next day Thursday 12th June I waited in for the call to arrange this exchange, by 1.30 pm I had no call from the dealer so I called them only to find that they did not receive any call form customer services and that they knew nothing about this situation, I was then assured that this could not be the case and not to worry and that Kevin the person at the dealership would call Fords and sort out the situation and that he was still under the understanding from the first instructions that were made with him by Ford on Thursday 28th june that they will be supplying a hire car until I received my new car.

I then had a call from Kevin at my dealership to tell me that Ford are in fact refusing to renew the hire car as it has a FIX put on it therefore I would not have any form of transport and furthermore the dealership has no idea exactly where my car is, when it is due to be released, what repairs it may need as they have problems with leakage or haw long any repairs may take as the main british supplier for the Ford parts do not have any spares for the new Ford CC models and that he has a Ford cc for another customer at present that needed to be repaired due to leaking roof and that he had to email Pininfarina the car designers and manufacturers in Italy in order for the spare parts to be shipped to britain in order to repair the vehicle before they can hand it over to the customer, This took 6 days to arrive and the customer is still waiting for repairs to happen therefore giving her a further delay in receiving her order.

Meanwhile I called Ford customer services and spoke to a lady called lisa who just kept telling me that the will not renew hire for any customers with vehicles that had a FIX attached, I explained what Chris from the ford cc team had told me two weeks earlier and that I would have the hire car until I received my new car, she then put me on hold while she talked to Chris, She came back and told me that Chris has informed her that the company does not renew car hire, I then asked to be put through to chris to talk to him but she refused saying he was too busy to talk to me. And that this has always been the situation with hire cease.

I then reiterated that this was not what was promised to me, neither was this explained to me, as who if informed that a hire car will only be available until a FIX is put upon a car and this will result in a period of time which they still cannot tell me when my car is due or even exactly where it is without any transport would accept such an offer?

She then just recited the same old mantra, I then asked for chris to call me back, to discuss my situation and she told me he would not talk to me today and that she will as him to call me back and this would be Monday, (with what she was saying that would leave me at least 3 days without any vehicle) so I then asked to be put through to a senior manager as this situation was unacceptable and I needed to address the situation. I was then informed that the management team of Ford Customer services will not under any circumstances talk to a customer without 48 hours notice, I questioned this and was told it was company policy. Sounds more like poor management and a lack of interest if you ask me.

I asked her to do this and was informed that a member of management will contact me on Tuesday 17th june. as you cannot count weekends? That would leave me car less for at least 4 days and I asked her if she thought this is an acceptable situation and she once again recited the same mantra.

I then called back to my dealer and kevin informed me he has left 3 messages with chris on the Focus CC team the first message he left after our conversation on Thursday 12th then another two messages on Friday 13th, each time he was ignored and Chris did not return any of his calls, This is important to me as it was Chris who talked to Kevin on the first instance for the details of my car hire.

Kevin then email, left messages with a senior manager at Ford CRC Head offices and eventually managed to agree an extension of car rental until Monday 16th to gibe this senior manager time to look over the situation. But he did stress that they may still refuse to continue with the hire vehicle.

I am at a loss to explain fully all the details to you in an email and I am extremely angry, emotionally and physically upset by the treatment I have received, the lack of understanding, the lack of knowledge & lack of customer care I have experienced with the Ford Team.

Please, please help to resolve this situation by intervening on my behalf, if this is not possible i would greatly appreciate any advice on what I could do to resolve this situation or how i can as a single lay person stand up to such shocking treatment and disregard from such a huge corporate company

Your comments would be appreciated

Yours sincerely

Mr William Wallace

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