My car was finally fixed the 3rd time I took it in. Apparently it was up to me to work that out on my own, instead of having a call to confirm one way or the other. They also said that “you’ve probably not had a phone call about the courtesy car because there’s none available”. I called again, only to be told that the email confirmation would be sent through then, although the booking had been made. Monday came around, and I still hadn’t heard anything at 17:00. I was told that they would get somebody to call me on the Monday to confirm the details for the car, and that they would chase up the email confirmation too. I explained what had happened, and that I hadn’t received any information about the 3rd booking or a courtesy car. On the Saturday I received a call from their customer service department asking if I was happy with my service. The service advisor assured me that I would receive an email confirming the booking, and that they would look into courtesy cars. I asked to get the car booked in again to get it fixed, and I was also told that they would look into getting me a courtesy car, as it would be the 3rd time that I had been without a car. This contradicted what he had told me a few minutes prior. He then told me that they had spoken to Ford, who had said that they couldn’t do anything to fix it. After 5 minutes of this, he finally admitted that there was a fault. When I went to collect the car, I took the service advisor that I had been dealing with to the car, popped the bonnet, and rocked the engine which produced the sound. I reviewed the dashcam footage to find that the car hadn’t moved since 12:00, despite being told that they had checked it in their workshop again. I received another call later on in the evening and I was told that the car had been checked for a 3rd time, with no faults found. I explained how to produce the fault again, told them exactly what was causing it to make sure they found it. I received a phone call at around 12:30 saying that they had checked the car over, taken it on a test drive, and they couldn’t find the fault (which was very audible, as confirmed by passengers).

The person on the phone noted all of these details down, and I dropped the car off. I booked the car back in again, and I explained the source of the noise, how to reproduce it with the bonnet up by rocking the engine. After spending a few hours researching the checking the car over, I finally managed to locate the source of the noise, a faulty engine mount.

The suspension and the engine bay had been checked, with no fault found. Fter a few hours to say that the car had been taken on a test drive, and there was no fault found.

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