On 04.04.2024, I bought a brand new Ford Ranger Wildtrak from Muğla Ford Dealer, Helvacıoğlu. On the day of delivery, they noticed that the vehicle's camera wasn't working and assured me that they would order the installation cable as soon as possible, promising to fix it within a month. I accepted the vehicle with the non-working camera under that condition. However, the part arrived 4 months later. I was called to the service center, left my vehicle, and after 7 days, they told me the installation didn’t fit. They informed me that a replacement request had been initiated because they had damaged the vehicle while installing the part by dropping a safe on it.
It’s now been 20 days, and I’ve called customer service 6 times to file complaints. They log my complaints, promising to call me back with information, but no one has ever called back. I eventually visited the dealership in person and was brought to speak with the manager, who told me the replacement of the vehicle had been approved and the process was underway. I requested all details in writing regarding the replacement. The service manager then came and said the vehicle replacement had not been approved, and the next day, I received a call from the manager saying, “The installation on your vehicle is compatible and functional now.”
It’s a joke. The same installation that was supposedly incompatible 20 days ago and triggered a 20-day vehicle replacement process suddenly became functional overnight (even though they had previously said the part ordered from abroad was incorrect). The dealership had even suggested we couldn’t wait for another part and should replace the vehicle instead. Now, imagine what Ford and its dealer Helvacıoğlu have done. In summary: you buy a vehicle, the camera doesn’t work, you wait 4 months for a part, leave your car for the installation, they disassemble it, discover the part is incompatible, damage your vehicle, and initiate a replacement process. For 25 days, I’ve been calling the call center to complain with no response. Not a single representative from Ford has contacted me in 25 days to provide an update. Now, how can I trust Muğla Helvacıoğlu or feel comfortable leaving my vehicle in their care?
Dear Customer, First of all, thank you for choosing Ford. Your notification has been received. A representative from the Ford Otosan Solution Center will contact you as soon as possible. Additionally, for your questions and requests, you can call and receive service from our representatives. We thank all our customers who share their opinions and suggestions with us for their trust in our brand. Sincerely, Ford Otomotiv San. A.Ş. Customer Relations
