Safety Action Update
We want to update all our customers who do not yet have the cars to let them know how we are proceeding with getting their Kuga PHEV to them. They fall in to three groups:
- Customers whose cars have been built and are either with their dealer or still in transit
- Customers whose cars have been built but have not yet left the Valencia Production Facility
- Customers whose cars have not yet been built but have been ordered or scheduled to be built
For customers in group 1, we will be replacing your battery pack and doing all other necessary rework of your vehicle before you take delivery. This work will be done at the dealership where you ordered your car (unless you advise us otherwise) and will commence as soon as we have completed existing customer cars – likely from March onwards.
For customers in group 2, we will be putting your vehicles through a comprehensive and exhaustive series of tests at the plant to check the state of the main battery pack. Through discussions and detailed tests with our supplier, we have already identified that battery packs built later can be tested to ensure their performance. Every vehicle will be fully tested prior to leaving the plant and all other rework will be completed. The equipment to do these tests is very specialised and not available in dealerships which is why we can only do these tests at our Valencia facility. Once all these tests have been passed, vehicles will be able to start being delivered. Your dealer will be able to identify these vehicles and then get in contact with you to advise delivery times.
Finally, for customers in group 3, we will start production of these cars from December onwards using fully tested battery packs from the supplier that had already been produced and shipped to Valencia, but again going through the extensive testing process that can only be done in the Valencia production facility. We will build these cars in the order that they originally were placed. Again, your dealer will be able to see which vehicles are scheduled to be built, so your primary contact should be with your dealer to check the latest status.
We understand that in all cases, you are facing a wait for your vehicle, so we are making several goodwill gestures to thank you for your patience and loyalty. Firstly, we will price protect your car, so you pay the price originally agreed with your dealer and not be impacted by any subsequent price increases. Secondly, we will offer you a free 3 year Ford Protect service plan. Lastly, on delivery of your vehicle, we would like to offer you a fuel card to be used with your vehicle.
We realise you may have questions and we will do our best to answer them. You can do this by contacting the CRC on 0203 564 4444 or CRCRECAL@ford.com or your dealer. We hope this information is of use as we work as quickly as possible to resolve this issue for you. We appreciate your patience.