Subject: 
Ford Focus 2.0 ESP 2001


Mon, 18 Jul 2005 12:45:30 +0100
Date:    




This is the first new car I have ever bought for myself. I was so proud of 
it. I've had it regularly serviced by a Ford dealer (whom, I may add, have 
been good).

At 45,000 miles the cambelt tensioner broke. The car was out of warranty
by then by a few months. My dealer said that this was never heard of and
was suprised by the extent of the damage. The head and all the valves had
to be replaced.

I contacted Ford Customer Relationship Centre in Glasgow. Nice people but
the best result I could get was a 50% reduction in the cost of repairs.
Even my dealer said that this was a mechanical/material/assembly fault
from factory and that I should pursue it.

Many letters have bandied back and forth. I sent this on 9th June 2005 and 
have not had a reply. I wonder why?

Hannah Nicol
Ford Customer Relationship Centre
PO Box 25149
Glasgow
G2 4XF

Registration WF51 OKR
Reference 1354000                            9th June, 2005

Dear Hannah,

Thank you for your letter.

I don't really think that Ford does appreciate the frustration this saga
has caused me. Not to mention the financial implication.

I doubt that Ford are unable to change the decision. I feel that Ford
won't.

Let's go back to some basic questions:

1.      Does Ford admit or deny that the failure of the cambelt tensioner is 
         premature at 45,000 miles?
2.      Does Ford admit or deny that the premature failure was caused by a 

manufacture and/or materials fault?
3.      Does Ford consider that the failure is Ford's fault?
4.      Is Ford concerned that I am dissatisfied as a customer?
5.      Is Ford concerned that I am unlikely to purchase another Ford
         product?

My next action depends on the responses to these questions.

From Ford's mission statement:
Our Values: We do the right thing for our people, our environment and our 
society, but above all for our customers.

I am one of those customers.

Regards,

Brent