Ford India — Ford Endeavour Breakdown Under Warranty

Address:

Ahmedabad

Hello,

Hope you are well.

I am writing to you in regards to my car which is Ford Endeavour bearing registration number GJ06LK0787 which is currently with S. P. Ford, Himmatnagar, Gujarat, India. Below mentioned events have happened:

Incident
13/11/2021, 1500 to 1600 hours - Car breaks down at Bichhiwara, Rajasthan between
13/11/2021, 16:00 hours - Informed Roadside Assistance via 247 Call Centre
13/11/2021, 19:00 hours - Taxi arranged for us to be dropped off at our location and the Towing team from S. P. Ford, Himmatnagar, Gujarat picked up the car and took it under the custody

14/11/2021 - Sunday - Holiday, No update

Follow ups with Ford Service Station & Ford Customer Care
15/11/2021, 1100 hours - Called various people at S. P. Ford and no response or when they answered they were not aware except that the car is already received by them, no information if the work has started or not.
15/11/2021, 11:15 hours- Spoke to Pragnesh (introduced himself as Service Manager at S. P. Ford), informed me that he is on holiday as his wife is unwell and at the hospital. Asked me to call him again the following day at 11:00 hours
16/11/2021, 11:00 hours - Called Pragnesh and he informed me that he had just reached the service station and would give me feedback until 14:00 hours.
16/11/2021, 15:00 hours - Called Pragnesh and I was informed that work has started but it needs to be done as per the Ford guidelines as there are no external damages and as the car is under warranty. He was preparing a report for the same while diagnosing the car which would be submitted to Ford and then I shall be informed of what further actions are being taken.
17/11/2021, 11:00 hours - Called Pragnesh and I was informed that they have checked and there is no leakage in the Cooling system and there must be a problem somewhere internally. He is waiting for further actions from Ford and in the meantime if I can bear with him.Asked him how long it will take? Reply was 10 to 12 days. Asked me for a loaner car until everything is complete. Informed me that he can't help as he is not authorised and will get the right person to call me who would be his senior.
17/11/2021, 11:15 hours - A person called Mahendra called and said he is Service Manager at S. P. Ford and asked me for my query, informed him of all the events happening from 13th Nov onward until date and requested him to please arrange a Loaner car as I have been left stranded. informed me that it is not the policy and I can use a taxi service and give the GST Bill to the company to reimburse, this again would be on a daily basis but with limited kilometers. I don't understand the policy and asked him again that I need a loaner car as simple as that and also asked him for a feedback on my diagnoses and to both the questions, there was no response. On further questioning, I was informed that Mahendra will share the General Manager number for S. P. Ford with me (this is yet to come).
17/11/2021, 13:00 hours - Called the call center to register the complaint and I was informed, I will get a call from Chennai in next 24 hours
17/11/2021, 18:10 hours - Got a call from Mahendra to give me a feedback and said that car is still under diagnosis and not sure of the problem yet but will let me know and reassured that work wont start in the car without my consent. Asked him if there was any feedback on the Loaner Car and I was informed, "no". I asked him to give me the diagnosis report in writing and asked him that any further communication be done only via email or in writing. He told me that he is trying and this was in a very cheeky tone "Sir, you've already registered a complaint again today with Ford, right?" (this time I actually felt like I think I have wasted in buying a car from FORD as he made me feel FOOLISH) and I replied, "Yes I did as its been 3 days and I am still sitting her in the black and not knowing what exactly is happening plus the response I get from him has been very pathetic and lethargic to say the least.
18/11/2021, 13:00 - Got a call from Salma Sultana from Ford Call Center, Chennai and I requested to help me with the answers to 2 questions i.e. 1) When can I get the loaner card? 2) When can I get the diagnosis report of the car and also need the report in writing? And requested her to call me only with the exact answers or deadline and nothing like, "please allow us sometime" or "we are working on it" or "this will be done soon" and she promised to call me by 16:00
18/11/2021, 19:00 - Salma called and said, "apologies but she didn't get the answers to my question and hence was a bit late in calling me". She gave me his Team Lead email but the line was bad so I could not understand and hence when I am trying to send an email, it is bouncing back.

I have requested all the people I've spoken, to give me feedback on my car as to what exactly is happening but until this day (Today is the 4th day) I think the car is still being diagnosed or god knows what is happening. I am all stranded and frustrated and not able to get my work done and on top of that not able to speak to anyone who can help me speed up on things and give me a proper response.

I understand there have been rumours in the market that Ford after sales services have not been up the mark and now since Ford has closed the after sales services are going really low but didn't know this would actually happen with me as until date everything has been a pleasant journey.

My request to you is that please can you guide me the name and email of the either RSM or anyone above him so that I can speak to them and understand what actions are being taken on my car and may I request everyone at Ford to keep every communication only in writing as to be honest I do not have the energy left to explain everyone new I speak to the whole thing that I have written in this email.

In case, you're unable to help, I would highly appreciate it if you may please help me with an email address of someone who would be able to do so.

Awaiting your response.

Regards,
Rahul