Dear Sir,

My email is unfortunately not addressed to anyone but it is my last hope. I expect the Company to respond to me immediately as i have lots of complaints from the Egyptian Agent "Fikry Group" and no one ever answered me back.

I bought a Ford Focus high line in July 2009, two months ago and since then i have been treated like i have not paid the money to the company!!! Let me just clarify that it costs EGP 160, 000 which is a lot of money here in Egypt, and unfortunately i have lost the money from the first month.

First of all, i lost my left mirror after three days and when i asked the agent to bring me a mirror he gave me the old model mirror, which of course did not work with my car. This was the first mistake. I never mind and i asked for the new one and this was the second mistake. The mirror took me a month to buy and not only that, whenever i called them, Mr Ahmed Atwa and Mr John Magdy in Giza branch, they told me the shippment is not here yet and after a whole month he suddenly said it is not his job to bring me the mirror it is the maintenance department responsibility!!! I DONT CARE WHOSE RESPONSIBILITY IT IS BUT HE SHOULD HAVE TOLD ME BEFORE THE MONTH. Also, i am speeking to the Ford company i am not speaking to PEOPLE in the company and your reputation is the responsibility of every single employee. Me, as an employee in a Bank, i am not supposed to say "it is not my responsibility" but this is the ONLY word i heard in this company till now and i need to know WHO IS RESPONSIBLE IN THIS COMPANY ?????????

The biggest problem is yet to come... After a month and a half, the car stops when i was in a trip 2 a.m. with my little daughter on the road, and the computer sends me a message "transmission malfunction"!!! A problem in the gear box. A problem in the most important part of an automatic car!!! I called the maintenance person "responsible", Eng. Amir and he told me move with the car no problem at all, and when u come back from the trip you can come to us to fix it, which means he knows it is a USUAL problem in this car. Anyway i moved with the car and another message came up in the computer "Engine malfunction"!!! This means that his advice could have caused me a disaster.

I sent them the car and i asked to change the whole car. Wolkswagen, a reputable German brand, changed a car before because of a problem in the wheels not the gear box and engine. It is a manufacturer problem, why should i pay for it? The one who manufactured it has to pay for HIS mistake. Mr Amr Nazmy in the maintenance said that he asked the branch in Spain, where the car is manufactured to change the car or change the gear box, but a refusal was sent!!! They fixed it and now it broke again and when i called the agency Mr Hany El Bahhar, the maintenance manager said it might be MY mistake of misuse!!! They wanted to fix it again but now i want more action than that. Am i supposed to accept to fix a NEW CAR weekly in an unprofessional maintenance centre with unrespectable people and not trust worthy company reputation. I complained in a responsible agency which is "Consumer Protection Institution" to investigate about whose problem it is. And i will go more to complaint in more official agents if i did not get immediate respond from you and a reasonable compensation to me. This car has a problem and i want to change it as a whole.

Let me highlight that all this time i have NEVER received a phone call from a single employee in this company. Not one appology and NO respect. I always call them to complaint and call them to follow up on the complaint. I tried to contact Mr Ramy Fikry and he is unreachable and when i asked for his secretary they gave me a number and after several phone calls i found out she is a customer service employee. And when i asked for his email they refused to give it to me. It seems that they are all liars here and Mr Ramy does not care about his clients.

The main problem in this agency is that they are all liars and no one knows anything about anything and no transperacy what so ever.

A big complain about Mr Hany El Bahhar and Mr Mohamed El Norashy. Mr Hany El Bahhar when i called him he told me i am not a respectable person and i am not polite. This is how Ford treats their CLIENTS. Mr Mohamed El Norashy, the quality controller in this company as stated by sales people, told me as well that he is not responsible for my complaints and i should THANK him that he is answering my calls coz he is doing me a favour!!! His job is now a favour to clients.

Ford in Egypt had a very bad reputation from the previous agent and we all thought that this idea will change by giving it to the unreachable man Ramy Fikry. Let me tell you that a site has been opened in Egypt where people chat about cars and a group of 25 persons has complaints from Ford in Egypt. No one i know now will ever buy a Ford car.

I still have hope that my choice was not that mistaken and that a better treatment should be expected from a reputable brand name like Ford..

Regards

Asmaa A.Gamal
Residential Property Finance
Commercial International Bank
Tel: +2 02 37471725
[email protected]