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Vehicle defect and warranty
Ford

Did your vehicle develop a defect and Ford did not fix it? See the steps to demand the repair and understand your consumer rights.

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What to do, step by step

  1. Take the vehicle to an authorized dealership and demand the service order in writing, with the drop-off date and a description of the defect.

  2. Keep invoices, the contract, the manual, service orders and photos or videos of the problem.

  3. Under the CDC (Brazilian Consumer Protection Code, art. 18), the defect must be fixed within 30 days; if it is not, the consumer may ask for a replacement vehicle, a refund of the amount paid or a proportional price reduction.

  4. The manufacturer and the dealership are jointly liable for a product defect, so the complaint may be addressed to Ford and to the seller.

  5. If there is no solution, file a complaint with Procon and on consumidor.gov.br, always keeping the protocol numbers.

Official channels: Ford

Official website
ford.com.br
Customer service (SAC)
0800 703 3673
Regulator
Procon · 151
consumidor.gov.br
Participating company; filing a complaint is free

Frequently asked questions

How long do I have to complain about a defect in my car?

For durable goods, the period is 90 days from delivery for apparent defects and, for hidden defects, from the moment the defect becomes evident (art. 26 of the CDC). The manufacturer’s contractual warranty may be longer and complements the statutory warranty.

Can the repair take longer than 30 days?

As a rule the period is 30 days, but the parties may agree on a different period between 7 and 180 days, provided it is set out in a highlighted clause in a separate contract (art. 18, §2, of the CDC). Each case must be analyzed individually.

Who is liable for the defect: the manufacturer or the dealership?

In general, both are jointly liable to the consumer. For that reason, keep all documents from the purchase and from the service provided by Ford and by the authorized network.

What are the official customer service channels of Ford?

Official channels of Ford: Official website: ford.com.br; Customer service (SAC): 0800 703 3673. Write down the protocol number of every contact and, if the problem persists, file a complaint with Procon.

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