Ford Australia struggling after failing to solve customer’s complaints

May 04, 2018 | Same topic: Up-to-date consumer reports
Ford says compensation will be handed to affected customers by the decision of the independent reviewer.

Due to failing to give proper answers to complaints from customers about the PowerShift automatic gearbox, Ford Australia has just been fined AUD10M (equivalent to P393M) by ACC (Australian Competition and Consumer Commission).

This amount of money exceeds any other previous fine on an auto company in Australia, which results from more than 10.5 thousand complaints about the Ford EcoSport, Focus, and Fiesta models which have the dual-clutch automatic transmission released from 2011 to 2015.

Ford PowerShift transmission issues

Ford Australia has just been fined AUD10m (equivalent to P393m) by ACC

The complaints started to rise from 2015 and the auto brand now admits their fault in diagnosing the issue.

Video: Ford Powershift transmission problems: $10 million penalty | Auto Expert John Cadogan

The CEO and President of the Australian Ford Motor Company, Graeme Whickman, admitted the automaker initially failed to identify the PowerShift problems and solve the customers’ complaints appropriately from May 2015 to February 2016. He excused that owing to the overload of complaints, they could not proceed all of them and give their customers best service for that. He was sorry for letting their customers down unintentionally. Lastly, he promised to make things right to satisfy its customer and one more time took blames for their flaw program.

Ford PowerShift transmission issues

Graeme Whickman admitted the automaker initially failed to identify the PowerShift problems

On the other hand, Rod Sims, ACCC Chairman stated in spite of the fact that the shuddering comes from the quality issues, the driving style was also an important factor leading to this as Ford’s always warning. He said Ford encouraged its customers to address the problem to their dealers as soon as possible for necessary repairs. Sims claimed Ford won’t usually refund or provide a no-cost replacement even after heavy repairs which showed no good results to the customers’ complaints.

Ford PowerShift transmission issues

Ford says compensation will be handed to affected customers by the decision of the independent reviewer

Ford says compensation will be handed to affected customers by the decision of the independent reviewer. This may force Ford to fix their problem, replace, or buy back these whopping amount of 10,500 cars, which depends on the decision of an independent auditor.

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