I Need A Bit Of Help Writing A Letter Pls..

[Cro]

Even though I'm happy that I have my car back from the pannel shop, and I'm driving a 4.0L Turbo rather than my wifes 1.6L, I forgot about all his little problems and they have crept up on me again.

I have contacted 13FORD again, and have been asked to write a formal letter detailing my problems, when they started, etc...

I've never been good at this kind of thing, so I thought I could get some of your help.

This is not a whinge, this is asking for help on writing this letter, so please do not take this thread of track.

And Moderators, I ask please leave this open as I really need the help.

This is what I have come up with:

Attention: #####@ Ford CRC (13FORD) 4th March 2004

Dear ####,

As discussed on the phone this is a brief history of my car:

Car in question: BA Falcon XR6 Turbo (Automatic)

NSW Rego: GAD.44N

VIN:

Picked up the car on the 20th June 2003 from Peter Warren Ford Warick Farm.

I noticed a lot of body defects, scratches on my paint, wheels, etc.. My dealer Athas Magathas who at the time was assistant manager said write it all down and it will be fixed at your 3000km service.

First time I put it in reverse it would not engage. I had to blip the throttle to engage the gear, then I was violently thrown backwards. Seeing as I waited 6 months to pick up the car I figured I would let service know at 3000km service.

Whilst driving the car I noticed a big vibration in the steering, brake pedal, and body of the car at highway speeds (90km/h – 110km/h).

I also noticed a slight clunk when taking off and up changing gears manually under moderate throttle, as well as down changing.

Oh and my favourite, I got brake shudder in 200km.

I also had a rough idle, it would change by 100rpm constantly and you could feel a vibration throughout the car.

One week later I decided to do a general check over, and I noticed I was loosing oil, and my positive battery terminal was corroded. After consulting Peter Warren Service I topped my oil up with 15w40 Mineral oil and cleaned my battery terminal with warm water.

Soon enough I had done 3000kms, so I booked in for a service. The major problems listed above, as well as some others were looked at. I also asked for an oil change, 15w40 Mineral

What Peter Warren Service department came back with:

Updated ECU to fix reverse problem, drive line clunk, and rough idle

Balanced the wheels and done wheel alignment to fix vibration (which I had to pay for)

Cleaned battery terminal again

Machined rotors

Changed oil to 15w40 Fully Synthetic (I asked for mineral)

Refused to fix my paint and wheel defects because it was not their problem.

Reverse problem was not fixed yet, vibration was still there, clunk was still there, rough idle was there, brake shudder came back in the 15kms it took me to get home, in 2 days my positive terminal corroded again, and in one week I lost 1 litre of oil.

I took my car back to Peter warren one last time to fix all these things again, but they didn’t.

I then took my care to Dale Ford in Bankstown for warranty work, and an oil and filter change.

This time I asked for 0w40 Fully Synthetic oil, and they put in 15w40 mineral.

I also asked them to fix my rattling sunroof, brake shudder, reverse problem, battery terminal, and all the other problems I have had with the car.

None of the problems were fixed except for the rattling sunroof.

Everything was the same as Peter Warren.

I then took my car to Cumberland Ford in Blacktown.

This is a list of all my problems that I have had with this car.

1. Reversing problem, auto transmission faulty

2. Clunking transmission with moderate take off and when changing gears up/down

3. Oil consumption when anything but 5w40 Fully Synthetic is used

4. Coolant leaks above alternator and below turbo at a rate of 1-3 litres a day

5. Steering creaks

6. Spongy brake pedal

7. Brakes failed on me twice, First time after 5 consecutive hard stops, brake pedal went to floor and had to get car towed. Second time after a single emergency slow down, pedal went to the floor.

8. Serpentine belt squeals and ticks when engine is cold

9. Rear brakes scrape whilst driving

10. Brake shudder

11. Handbrake doesn’t work on any incline, forward or rearward facing

12. Positive battery terminal corroding

13. Rough idling

14. Vibration whilst driving at hwy speeds

15. Hissing noise coming from near the ECU

16. Sunroof rattles and creaks whilst driving

17. Whining noise coming from sunroof or windscreen at high speeds 120+

18. Whistling noise coming from drivers side window at high speeds 140+

19. Drivers seat base (leather) creaks sometimes

20. Drivers side front indicator doesn’t work

21. Airconditioning doesn’t work

22. Passenger side vent rattles when aircon is on (when aircon used to work)

23. Rear roof trim falls off in high heat (if I leave car in sun for a couple of hours)

24. Car has stalled on me 6 times since new 3 times in past month in hot weather, two of those times were around corners where I almost slammed into a wall and went off a cliff due to the surprise of not having power steering anymore within a two hour period!!

25. In the January and February alone the car has ran very rough 3 times, (limp mode) under normal driving in heat

26. Mobile phone car kit that Peter Warren installed sometimes does not work

How long I have had these problems, and what has been done about them:

1. Since day one, 16 ECU updates have been applied, still not fixed

2. Since day one, 16 ECU updates have been applied, still not fixed

3. Since day one, I am using 5w40 Fully Synthetic and I don’t loose any oil I do however want to use 0w40 and can’t.

4. 5 months ago, O-Ring above alternator been tightened 10 times, O-Ring under Turbo been tightened 3 times

5. 4 months ago, Been re-tightened 5 times, keeps coming back after a couple of days

6. Since day one, finally fixed 7 months later by Cumberland Ford

7. Happened within 2 months of each other. Master Cylinder replaced, and all is good now.

8. Since day one, been lubricated 16 times, never been fixed

9. Since, day one, been re-adjusted 16 times, comes back after a couple of days

10. Since day one, Rotors have been machined 7 times, and I got so sick of shuddering brakes on the way home from the service dept. that I bought some decent rotors and pads. Cumberland Ford sold and fitted these for $1000 and I have not had this problem since. I do however want this problem fixed as I intend on using my original rotors again! This is one problem that should have held up the release of the BA, disgraceful!!

11. Since, day one, been re-adjusted 16 times, never been fixed

12. Since day one, been cleaned 16 times, keeps coming back

13. Since day one, 16 ECU updates, never been fixed

14. Since day one, wheel alignment and balance which I had to pay for 10 times, never fixed. I have since taken it to a third party and has been fine for 2 months. NO Ford dealers do not know how to do a wheel balance or alignment.

15. I just noticed this 1 month ago, hasn’t been looked at yet.

16. Since day one, been re-tightened once by Dale Ford which fixed the problem for a couple of months, but now has come back.

17. Since day one, been looked at 16 times, no body knows what it is

18. Just noticed this 1 month ago, hasn’t been looked at yet.

19. 4 months ago, been re-upholstered once, was ok for 2 months then came back. Hasn’t been looked at since.

20. Just noticed it today, will have it looked at next time

21. Just from today, will have it looked at next time

22. Since day one, no body can figure it out

23. Since December 2003, keep forgetting to mention it to the dealers

24. Since day one, no faults logged in the ECU so can’t do anything

25. Same as 23.

26. Peter Warren does not want to take responsibility for this.

As far as I know I have the most issues with any XR6Turbo in Australia and New Zealand. I spend a lot of time on FordXR6Turbo.com, and this is how I know this.

I have had my car in for warranty work on average once a fortnight.

The amount of money I have lost on hire cars, taxi’s, favours for friends cause they’ve given me lifts, lost income from being late to work, is unbelievable. In the vicinity of over $1000

My job requires me to travel from client site to client site. I am in my car every day, and average 130kms a day. It is very discomforting that I have all these issues on my $51,500 car.

I have since moved to Canberra one month ago, and have had trouble finding a two day spot to get my issues sorted out. My car is booked in on Monday and Tuesday 8&9th of March at Gregorys Ford in Mitchell. As they haven’t looked at my car yet I would like to evaluate them before you contact them.

Unfortunately they do not have a hire car available so I will be at the dealership whilst they repair my car as I have no way of getting to my wife's work to get her car.

If the bulk of these issues can not be sorted out in those two days I will be seeking compensation from Ford Motor Company Australia on the basis that I was sold a faulty product which has endangered my life and the life of my passengers four times since taking delivery.

Regards,

Ivan Horg

[GlennAUII]

It would seem fair they give your money back, not replace it. would you want another XR6T after all your troubles?

Good letter though.

[Turbo6man]

Ivan, with that list of problems, some quite serious safety issues, I would be really pressing Ford for a changeover new car. I know of it having happened with a really badly built (Canberra owned)car last year. I don't know how you go about it but maybe consumer affairs or channel seven.

It is very frustrating when you spend so much money on a new car and have problems that seemingly can't be fixed because of a "don't give a damn" attitude of certain dealers and/or FoMoCo. I wish you luck with it mate.

[Guest]

Cro, the letter is all right, but go through your number list 1/26 It gets a bit confusing, you know what you mean but we dont.

Have you got all the paper work to back this up? If so chanel 7 would be most interested I would think.. good luck

vik

[ms700]

Cro, the letter is all right, but go through your number list 1/26 It gets a bit confusing, you know what you mean but we dont.

Yep, agree with Vik. The number system gets a tad confusing.

Proof of serive invoices will definately work in your favour also. Hope you kept them! Even though all the servicing dealers keep copies, getting copies off that particular dealer could be a task......

[ZAP]

Ivan,

I have written many letters, so a couple of suggestions:

Keep the details of when you first picked up the car. (mention your anticipation of getting a new car, then your dissapointment of the problems that happend on delivery.

I suggest you list each problem (keep the numbering) but put the action that has been taken under the problem, this will make it easier to see how bad the problems are and the pathetic attempts of the dealers to fix it. e.g

Issues:

1. Transmission clunking when engaging reverse- This problem has been evident since delivery of the vehicle - 16 times I have been told the problem is fixed by having a ECU update, yet the problem has not been rectified.

So its Problem - action taken - Result

Make copies of ALL documentation between you and the dealers and include this in the letter, refer to it if required. Do not accept ANYTHING from Ford or the dealers unless it is in writing, this is very important. Faxes to/from Ford are ok, but they must be signed.

Make sure that if you have reported issues, you try to use the persons full name. If you spoke to "tom" the service manager at Dale Ford about these problems, but you do not know his last name, call them up and ask for his full details and title.

The more formal you make the letter the better prepared they will think you are and the better chance you will have of getting your way.

DO NOT EMAIL, you MUST send this first letter by registered post so they know this is serious.

DO NOT send this to some pleb in 13FORD, send it to the customer relations or service manager of FORD Australia as it has gone way above plebs and should be looked at by management. 13FORD will tell you their full name and correct title and address.

Do not mention any $$ in compensation, infom them that you have had x days without your car and that you do not receive a loan car, so you have to foot the bill for Taxi's/hire cars.

I would finnish the letter off by stating that you are extreamly unhappy with the origional product, after sales service from the dealers and the ongoing problems that have occured with the car and the inability for these issues to be rectified. Offer them ONE last chance to fix the car.

I suggest you do not go to the new dealer in Canberra yet, but send the letter to Ford and wait for their reply. Ford will then arrange to have it fixed properly, if they do not you have given them the opportunity to fix the problems (again), but they have failed and you would be more likely to get either a refund or a new car. You will have huge leverage both leagly and morally.

The most important things are DOCUMENTATION. the more evidence you have the better chance you have. If your service reciepts list the problems and the apparent "fixes" they have done, they are up the sh*t.

Do not get emotional, stick to the facts, do not take their first offer (unless you are completely happy) as they will usually try the easiest way to solve the problem first.

Do mention that you are a member of www.fordxr6turbo.com forum and there are over 3,000 members who know and understand your problems and are awaiting the actions of Ford Australia.

I hope this helps.

Mal

[ms700]

Photocopy everything too!

[FamiliaGTRAe]

Not Bad Cro,

Similar to the letter (s) I sent via registered Post at the beginning of the week.

Being prosaic however isn't going to make a difference one way or another, I personally didn't and wouldn't put how much you desired the car or anticipation the disappointment etc.

This is a business letter, not an essay.

Also don't put requests for compensation or similar into a letter of this type, you can touch upon it and mention the great inconvienince and cost to yourself, but not actual or perceived loss.

ie nowhere in my letter does it state that I would be happy with a 5k change over to a new Falcon GT, nor the cost of work time lost / taxis etc.

All I did was mention that there had been extra costs involved beyond REASONABLE expenses.

Good luck with it all, contact me if you want any more advice (or complete rubbish depending on your point of view)

Cameron

[TurboDewd]

I think Cro's car is one of those lemons that all manufacturers occasionally make. Accordingly Cro must set out to get a refund or a replacement and gather evidence for his case. I am not sure how strong his case is, but the bottom line is that if a person is sold goods which are not of merchantable quality, I.e. they dont do what they puport to do, then he is entitled to a refund. Cro's car sounds like it is worthy of a refund/replacement.

my 5 cents (no 2c coin anymore!)

[voy74656]

How long I have had these problems, and what has been done about them:

1. Since day one, 16 ECU updates have been applied, still not fixed

2. Since day one, 16 ECU updates have been applied, still not fixed

I'm seeing double