Ford India Complaints & Reviews

respected sir, i am pramod d kaswankar , i am from thane , maharshtra . i have purchased ford fiesta 2 yers ago , i have taken all free services given by company. as well s i also done the paid services regularly. yesterday at 28 th feb2010 i was going to my native place kankawli near goa.but my car startred giving problem in middle of my journy at rajapur my car was not going to get start and my car was stoped at 5 pm aftenoon. so i called customer care , and customer care gave me the number of nearest ford service center that is ford point kolapur. so i called the service center for help and the guy came to help us at 4 am at night. in beetween i managed to call a local macanic 2 see the problem but he refused to repaire it because of lack of instuments. and when ford macanics came to help me out even they dont hve the proper instuments with them and they told me that they must take my car to ford point kolhapur that is 130 kms from where car was stucked. as they told they have taken my car to kolapur .today the date is 3rd march 2010 timing is 6pm yet i dont have my car repaired. i am still struced awy from my native place with my 11 month daughter and my wife and my 60 yers old mom.

my sugestion to ford india i to you shold have proper macanics with proper tools and proper setups withwhich customers like me will not suufer. i f you really care for your customer you shold looke in to this matter.
my contact numbre [protected].

Hi,

This is a first kind of compalaint I am doing against anybody.

I like this car Ford Ikon - because of their quality and drivability. So I though I will go and buy one. I went to a dealer ' Lathangi Ford, Bangalore, infront of IIM B on 30th Dec 2009 and I asked for 1.3 petrol white. They said since this is a yera end you will get discoubt of about 30,000 but new model will come with different featues and price may increse upto 10,000. I agreed that I will buy 2010 model insted of 2009 model and forgo 40,000 becuse of some additional features and 2010 model.

I was visiting them 4 times in week and they are just postponing my delivery and they said white is not available till jan 25th or till 30th. They gave me an option to buy sea gry 2010 model. I agreed and bought and got a delivery.

2 days back i received registration card from Jayanagr RTO and shocked by seeing that this is 2009 model and for that i sheel out extra 40,000.

I checked with various source that if the registration card ( smart card ) shows its 2009 model then it is indeed 2009 model. This Lathangi ford made me to pay 40000 more for 2009 model????????? I am really pissed off by learning this.
I went to showroom and asked for explanation. They gave some reaons and told its mistek from RTO. If RTO is wrong then god hel all the customer.

I know ford is good company and car is too good. But because of this [censored]s in Lathangi ford in Bangalore, I think they are fooling all the customer like this.

I just promptly went to the showroom and returned car. I have registration card with me right now.

I am planning to gave complaint on Lathagi ford. If RTO is wrong then god help us and nobody can trust this officers anymore. If Lathagi ford made me fool like this, I will make sure that they will go down in history in Bangalore.

I will suggest all the ford buyers please contact me @ hegde.[protected]@gmail.com.

I dont know how metro ford in Bangalore. Please dont go to Lathangi Ford.

Regards

Praveen HEGDE


Please suggest me how should I take on this Lathangi ford. I made up mind that I am going to give complaint on these guys. Let me show them that we, customers are not fools. ( Alos, I wnat to make point htat they make fun of software guys becuse they tink that software guys dont know anything and they can make fool of them easily. I will show them

Dispose your ford Car once the warranty period is expired or once its new model is released in market, as you may not get the spares in time, may be you have to weight for one month for the only reason-“SPARES NOT AVAILABLE IN INDIA”

Please feel free and go through my experience with ford service, so that you shall not come across with this fate.

This is about my family car, FORD IKON. On 04/01/2010 evening, I was riding the ford ikon car from Trichur to Cochin. Suddenly an abnormal sound came from engine side, and it was found the steering wheel as well as the brakes got stuck. God’s grace I managed to park the car by the side of the road, without any accident. I telephoned the authorized service dealer of Cochin, M/S KAIRALI FORD and asked for Road Service.

They replied, as it is late, they will attend the next day.

Next day(05/01/2010, the road service personnel came and inspected, and told its Alternator mounting Assembly is damaged and cannot be repaired on road, and the same to be shifted to The Kairali ford service center, by crane. So I asked for Crane Service which they refused to give as it does not come under warranty. So I have to arrange the Crane Myself, which I had to pay Rs2800/- to take it to The Kairali ford service center.
Next day (06/01/2010) the Kairali service personnel inspected the car and reported that its Alternator Mounting Bracket Assembly is damaged and the same spare is out of stock.

As the spare part is out of stock they told it will take 3 days to come from the Chennai Plant. With no options I have to accept and it was really painful for me 3days without car both mentally as well as financially.

Meanwhile, I had to rent a car Paying Rs900/- per day

I waited for 3 days and there was no reply. The fourth day (10/01/2010) I contacted The Kairali ford service center and it was painful to hear the reply that

“THE PART IS NOT AVAILABLE ANYWHERE IN INDIA”.

As I felt the situation is not within reach of Kairali ford service center, I placed a complaint through Email to [protected]@ford.com and [protected]@mgfkerala.com .

The next day (11/01/2010), the former replied through Email (please refer)


Mailbox of [protected]@rediffmail.com


From: Customer, Care (.) <[protected]@ford.com>


To: "jose paul" <[protected]@rediffmail.com>


Subject: Reply from Ford India / Kairali Ford - 9089748


Date: Tue, 12 Jan 2010 10:20:17 IST


Dear Mr.Jose Paul,

Thank you for contacting Ford India.

We appreciate the time you have taken to write to us regarding your vehicle bearing the VIN number MAJAXXMRTAYY17596. We have noted down the contents of your mail and have taken up the issue with the dealership concerned.

We would revert back to you after we receive relevant information from our dealership. Your concern number is 9089748.

Assuring you of our best services and continuous support at all times.

Thanks and Regards
Parimala.R,
Customer Relations,
Ford India Limited.

Next Day (12/01/2010) i got a phone call from Kairali Ford that, they have taken up the problem seriously and will update the status shortly.

I waited for 2 days and there were no information. Neither from customer care nor from Service center was responding and they even did not reply to my telephone calls.

With no other options, I sent an email. Please refer my mail correspondences.

Mailbox of [protected]@rediffmail.com

From: jose paul<[protected]@rediffmail.com>

To: <[protected]@ford.com>,<[protected]@mgfkerala.com>


Subject: Fw: Re: Reply from Ford India / Kairali Ford - 9089748


Date: Fri, 15 Jan 2010 15:28:59 IST
Cc: <[protected]@rediffmail.com>,<[protected]@yahoo.com>


Dear Sir,

Please find the below mail correspondences.
No one is responding and updating the status.

I have contacted Mr. Arun (HR), MrAnil (Service) of Karaili ford, through phone and no one is responding.

It is the 12th day that my vehicle is under breakdown.

Kindly advice whether i will get the car in good condition.

Regards,

Jose Paul

Note: Forwarded message attached

-- Original Message --

From: "jose paul"[protected]@rediffmail.com
To: [protected]@ford.com
Subject: Re: Reply from Ford India / Kairali Ford - 9089748


Dear caring people,

No information, no feed feed backs for the last 2 days.

Will my car be ready in near future?

the absence of the car is affecting my business as well as daily life and a great financial loss to me.

THE CAR IS BREAKDOWN SINCE 04/01/2010

JOSE PAUL


These mails were of no use, as the FORD CUSTOMER CARE didn’t even respond.

On 17/01/2010, I visited Kairali Ford, Cochin and made an enquiry, and they unofficially said that the car will be ready by the month end only. I asked them to arrange an alternative car (as, I was paying Rs900/- per day for renting a car) which they refused.

With all roads closed, I waited patiently and on 02/02/2010, I got a call from Kairali Ford, that the car was ready after repair. I had to pay Rs11300/- and took the car. They only gave Rs3000/- discount.
I have to wait exactly one month, to get my car repaired. And I had to pay approximately Rs30000/- as rent for car.

Its not my fault for delaying the service. And The Ford didn’t consider my financial as well as other damages.

I was a proud owner of Ford IKON, till 04/01/2010 and now I feel pity.

Presently I am planning to dispose my proud Ford Ikon

Hi,
I recently purchased Ford Fiesta ZXI model in november 2009 from your dealer Prem Ford, Near Tulsi talkies, Bypass Road Agra.
For last 1 month, we are facing manufacturing problem in the car :-
1. Ignition problem:- Not able to start car needs to call Mechanic to check and fix the issue every now and then.
2. Acceleration Paddle problem :- Acceleration paddle is not working. I tried to give accelerator but car is not responding.

We have been to service center several times and every times they keep car for couple of days to fix this problem but not able to fix the issues. Its seems they are lacking the expertise to fix the issues.
Thanks to Ford, for keeping my car in service center most of the time as excuse for repair work.

Ford company seems to forget what is customer delight. They are nowadays focus only on the sales not after service.


I gifted this car to my brother. My brother is Doctor and he drives this car most of the time. I think giving this car as a gift to my brother is big mistake in my life. Due to this car I am bringing lots of life to danger. If he is not able to reach Operation theater on time because of this car then I will be playing with life of some innocent person.
Ford will not care for this I am sure.
Ford should put a hoarding " CAR IS NOT SUITABLE FOR DOCTORS"

Kindly guide how I can put my case to Ford and get back my money for the Third Class Car.

Regards,
Nitin

Ka: Mr. Seshathri.N / Mr. Parimala.R,

Customer Relations

Ford India Limited



Cc: Mr. Manu Agarwal - Advocate



Sub: JOB CARD # 0007506 Dtd 19.11.2009
FORD FIESTA - HR26 AJ 7312
DURATORQ TDCI - SXI





In continuation of my earlier complaint, I would like to advise you that the same problem has occurred on 1st Jan 2010 while I was driving towards Jaipur. It was promptly conveyed to Mr. Jitender Yadav, The Service Manager of Harpreet Ford, Gurgaon. Then after, the Engine Light disappeared and the car's engine was functioning very well.



However, the Engine Light came back again on 21st Jan 2010 and is still flicking, resulting in dropping of speed and engine response. This was also conveyed to Mr. Jitender Yadav who has asked to send the car to workshop on Monday, 25th Jan 2010 for check up and rectification of the old problem.



View above, I need true answers from Ford India:



1. What job exactly done earlier ? for your information, Harpreet Ford, Gurgaon had not given me back any paper or Retail Invoice (for even zero amount) perhaps intentionally as they don't want me to know what they have done !



2. If they have really replaced Fuel Pump with a new one, then why the same problem is occurring again & again ?



In addition to all above, I hold Ford India Limited and their dealer Harpreet For, Gurgaon fully responsible for providing me the faulty car, delays, causing me mental torture, loss of time, extra traveling expenses.



Mr. manu Agarwal, reading in copy, I will appreciate if you please proceed against them legally.



Regards
S.U. Khan




Customer, Care (.) wrote:
Dear Mr.S.U.Khan,

This is subsequent to our earlier correspondence regarding your vehicle bearing registration number HR26 AJ 7312

We understand from our dealership that the concern in your vehicle had been attended and resolved. We request you to drive the vehicle and provide your valuable feedback.Please feel free to contact us for any further assistance



Assuring you of our best services and continuous support at all times.





Thanks and regards

Seshathri.N

Customer Relations

Ford India Limited




[protected][protected][protected][protected]
From: Seshathri, Narayanan (N.)
Sent: 11 December 2009 10:59
To: '[protected]@interoceangroup.com'
Cc: '[protected]@hotmail.com'; '[protected]@thesachdevgroup.com'
Subject: Reply From Ford India / Harpreet Ford - 8945671


Dear Mr.S.U.Khan,

This is subsequent to our telephonic conversation regarding your vehicle bearing registration number HR26 AJ 7312

We understand from our dealership that they had carried out necessary repairs and roadtest has been taken and found to be satisfactory,However the problem occurs after driving 150kms so they would carryout roadtest for 100kms today and revert back regarding the performance of the vehicle we would assure you that the vehicle will be delivered at your satisfaction after having joint roadtest with your kindself which was conveyed to you during our telephonic discussion.Request your kind cooperation and understanding on this.

Assuring of our best services and continousa support at all times.

Thanks & Regards,
Seshathri.N
Customer Relations.
Ford India Pvt Ltd.






[protected][protected][protected][protected]
From: S U Khan INTEROCEAN - New Delhi [mailto:[protected]@interoceangroup.com]
Sent: 10 December 2009 14:52
To: Customer, Care (.)
Cc: [protected]@hotmail.com; [protected]@thesachdevgroup.com
Subject: Re: Reply From Ford India / Harpreet Ford - 8945671


Dear Mr. Seshathri.N - Customer Relations, Ford India Pvt Ltd.

The car has been handed over to Harpreet Gurgaon on 5th Dec 2009 and till date, there is no feed back given to me directly by them. Everyday, I have been calling them. Yesterday, they told me that new fuel pump changed last month is also found to be faulty and that they have asked for new fuel pump again from Ford and the car is expected to be delivered back on Friday, 11th Dec 2009.

I will like to lodge protest that replacement car - Ikon given by them has got no parking and instrument panel lights working at all. Thank God, beam lights are o.k. The car has no copies of registration certificate, insurance papers or Pollution certificate.

I am totally fed up with this kind of service which you call "FORD SERVICE'. I think private workshops give better service than yours.

Also, please note, very cleverly, you people are silent on compensation issue which I asked in my earlier emails. Definitely, I will not accept this kind of attitude from company like Ford and will see you in court.

Mr. Manu Agarwal reading in copy, please take a note and lodge a case accordingly.

Regards
S.U. Khan





Customer, Care (.) wrote:
Dear Mr.Manu Agarwal,

This is subsequent to our telephoic discussion with Mr.S.U.Khan regarding his concern,

We are working on his concern at present and will ensure that the vehicle will be delivered to him at his satisfaction.

Assuring of our best services at all times.

Thanks & Regards,
Seshathri.N
Customer Relations.
Ford India Pvt Ltd.





[protected][protected][protected][protected]
From: MANU MARINE [mailto:[protected]@hotmail..com]
Sent: 02 December 2009 14:43
To: DADA; Customer, Care (.); [protected]@thesachdevgroup.com; [protected]@thesachdevgroup.com
Subject: RE: COMPLAINT - Ford India / Harpreet Ford - 8945671



Attn: Karthika V., General Counsel, Ford India Private Limited

Hi There,
I hope you will able to have this issue sorted out by your personnel within your organisation. It seems to be failure on the part of the ford dealer/ service vendor who seems to have ignored the Service Protocol on more than one count/occasions.

Myself and my client Mr. S U Khan will await for your revert on this failing wch I will have to snd you legal notice and will proceed under Consumer Protection Act.

Thanks n regards

Manu Agrawal Adv.

sd/-

for and on behalf of Mr. S.U. Khan.






"Education is the best friend. An educated person is respected
everywhere. Education beats the beauty and the youth."
Chanakya quotes (Indian politician, strategist and writer, 350 BC-275
BC)







Information in this message is confidential and may be legally privileged. It is intended solely for the person to whom it is addressed. If you are not the intended recipient please notify the sender and please delete the message from your system immediately.








[protected][protected][protected][protected]
Date: Wed, 2 Dec 2009 11:01:19 +0530
From: [protected]@interoceangroup.com
To: [protected]@ford.com; [protected]@thesachdevgroup.com; [protected]@thesachdevgroup.com
Subject: COMPLAINT - Ford India / Harpreet Ford - 8945671

TOP URGENT

DEAR PARIMALA

I AM YET TO RECEIVE ANY POSITIVE RESPONSE FROM FORD INDIA ON MY COMPLAINT UNDER REF # 8945671.

FOR YOUR INFORMATION, HARPREET FORD TOOK ENTIRE DAY i.e. 1st DEC 2009 AND HANDED OVER THE CAR BUT TO MY SURPRISE WITHOUT RECTIFYING THE 'REPORTED PROBLEM'. THIS WAS CONVEYED BY A CALL AND SMS TO MR. J.K. YADAV, SERVICE MANAGER, HARPREET FORD GURGAON SAME DAY IN THE EVENING.

I AM SICK AND TIRED OF SENDING MY CAR AGAIN AND AGAIN TO HARPREET FORD GURGAON FOR THE SAME FAULT WHICH THEY HAVE BEEN UNABLE TO RECTIFY UNTIL TODAY. SINCE 19th NOV 2009, SURPRISINGLY, THEY COULD NOT REMOVE THE PROBLEM FROM MY CAR WHICH IS UNBELIEVABLE !

I AM LOSING MY PRECIOUS TIME AND SPENDING MONEY ON TRANSPORTATION AND I AM BEGINNING TO LOSE MY PATIENCE TOO. WITH A COPY OF THIS EMAIL TO MY LAWYER MR. MANU AGARWAL TO PROCEED WITH LEGAL ACTION AGAINST FORD INDIA AND HARPREET FORD, GURGAON.

REGARDS
S.U. KHAN


-------- Original Message -------- Subject: Reply from Ford India / Harpreet Ford - 8945671
Date: Mon, 30 Nov 2009 15:38:37 +0530
From: S U Khan INTEROCEAN - New Delhi <[protected]@interoceangroup.com>
Reply-To: [protected]@interoceangroup.com
Organization: INTEROCEAN
To: Customer, Care (.) <[protected]@ford.com>, Harpreet Ford Gurgaon <[protected]@airtelbroadband.in>, [protected]@thesachdevgroup.com
CC: Manu <[protected]@hotmail.com>
References: <4B0E1F76.[protected]@interoceangroup.com> <[protected]@ap1ecm42.ecc1.ford.com>


URGENT

DEAR Mr. PARIMALA R,

THANKS FOR YOUR EMAIL. HOWEVER, I AM TOTALLY DISAPPOINTED WITH "FOR SERVICE". HARPREET GURGAON DELIVERED THE CAR TO MY HOUSE ON EVENING OF 27th NOV 2009 AND UPON TAKING THE DELIVERY OF THE CAR, I FOUND THAT PROBLEM IS STILL THERE AND IT SEEMS THEY ARE UNABLE TO GET IT RECTIFIED. ALTHOUGH THEY CLAIM THAT THEY HAVE CHANGED AND FITTED THE NEW FUEL PUMP GIVEN TO THEM BY 'FORD'. I AM TOTALLY FAILED TO UNDERSTAND IF THE PART IS REPLACED WITH NEW ONE THEN HOW COME THE SAME PROBLEM IS OCCURRING AGAIN.

THE PROBLEM IS IMMEDIATELY CONVEYED TO Mr. J.K. YADAV, THE SERVICE MANAGER OF HARPREET GURGAON AND EVEN SENT AN SMS ON HIS MOBILE NUMBER WHICH HE ACKNOWLEDGED BY RETURN CALL.

I EARNESTLY BELIEVE, THAT FORD HAS TAKEN MY COMPLAINT VERY LIGHTLY AND I WONDER HOW MUCH TIME IT TAKES TO RECTIFY PROBLEM OF THIS NATURE ! SINCE 19th NOV 2009, THE CAR IS STILL IN THE SAME CONDITION.

NOW I HAVE NO CHOICE BUT TO ASK MY LAWYER TO TAKE LEGAL ACTION AGAINST FORD INDIA AND DEALER FOR CAUSING ME EXTRA EXPENSES ON MY TRANSPORTATION AND MENTAL HARASSMENT.

REGARDS
S.U. KHAN

Customer, Care (.) wrote:
Dear Mr.S.U. Khan,

Thank you for contacting Ford India.

We appreciate the time you have taken to write to us regarding your vehicle bearing the registration number HR26AJ7312. We have noted down the contents of your mail and have taken up the issue with the dealership concerned.

We would revert back to you after we receive relevant information from our dealership. Your concern number is 8945671.

Assuring you of our best services and continuous support at all times.

Thanks and Regards
Parimala.R,
Customer Relations,
Ford India Limited.



[protected][protected][protected][protected]
From: S U Khan INTEROCEAN - New Delhi [mailto:[protected]@interoceangroup.com]
Sent: 26 November 2009 11:56
To: Customer, Care (.)
Cc: [protected]@airtelbroadband.in
Subject: COMPLAINT


URGENT

K. ATTN: CUSTOMER CARE MANAGER

JOB CARD#0007506 DATED 19.11.2009
FORD FIESTA - DURATORQ TDCI - SXI
HR26 AJ 7312
[protected][protected][protected][protected]
THIS IS TO ADVISE YOU THAT I HAVE GIVEN MY AFORESAID CAR FOR RECTIFICATION OF "ENGINE LIGHT" ON 19th NOV 2009 TO HARPREET MOTORS PVT LTD., GURGAON AND UNTIL THIS HOUR, I HAVE NOT GOT BACK MY CAR. NO ONE FROM HARPREET MOTORS GIVES ME FEED BACK or ADVISE ANY STATUS ON THEIR OWN UNLESS I CALL THEM.

THE SERVICE ADVISOR MR. SATISH DAMRA IS TOTALLY IGNORANT AND HE ALWAYS SUGGEST ME TO CONTACT SENIOR SERVICE SUPERVISOR MR. DEEWAN. WHEN CALLED, HE PROMISES THAT I WOULD GET BACK MY CAR TOMORROW BUT WONDER WHEN THAT TOMORROW WILL COME. EVERY DAY EVERY TIME, THEY TELL ME A NEW STORY.

THE WORKSHOP MANAGER MR. J.K. YADAV IS ALWAYS BUSY IN MEETING AND DOES NOT TAKE MY CALL. TELEPHONE OPERATOR ALWAYS TAKE MY MOBILE AND CAR REGISTRATION NUMBER AND PROMISES THAT HE WILL REVERT BACK BUT HIS CALL IS STILL AWAITED. I WONDER IF HE IS SO BUSY IN MEETINGS THEN HOW WILL HE BE GIVING TIME TO WORKSHOP PROBLEMS !!

I WAS SURPRISED WHEN YESTERDAY, 25th NOV 2009, I WAS CONTACTED BY HARPREET GURGAON ASKING ME WHERE I HAVE DONE 60, 000 MANDATORY SERVICE AND A VERY STRANGE QUESTION WHETHER THEY CHANGED THE FUEL FILTER OR NOT. I REPLIED THEM THAT SINCE THEY ARE CLOSED ON SUNDAYS, THE CAR WAS SERVICED AT THEIR OKHLA WORKSHOP AND SURELY WHATEVER IS REQUIRED TO BE DONE IN MANDATORY SERVICE, THEY COULD HAVE DONE THAT. THEY WANTED THE HISTORY OF THAT SERVICE WHICH THEY COULD HAVE ASKED ME DAYS BEFORE AND NOT AFTER 06 DAYS AFTER THE CAR WAS GIVEN TO THEM FOR REPAIRS !

I WONDER, IN TODAYS TECHNOLOGY, WHY ALL HARPREET WORKSHOPS ARE NOT INTERLINKED BY COMPUTERS !!!!!

I LIKE TO ADD HERE THAT HARPREET HAS STOPPED OPERATING THEIR GURGAON WORKSHOP DUE TO NON PAYMENT OF OVERTIME TO THEIR STAFF (as told) WHEREAS THEIR OKHLA WORKSHOP IS WORKING ON SUNDAYS EVEN AND WE RESIDENTS OF GURGAON HAVE NO CHOICE BUT TO TAKE OUR CARS TO THEIR OKHLA WORKSHOP AS WE GET TIME ONLY ON SUNDAYS. I MUST ADD HERE THAT YOUR OTHER COMPETITORS ARE OPERATING THEIR WORKSHOPS EVEN ON SUNDAYS IN GURGAON.

DUE TO ALL ABOVE PROBLEM AND NON AVAILABILITY OF CAR, I HAVE SO FAR SPENT AROUND Rs.7,000/- ON TAXIS ON ACCOUNT TO/FROM OFFICE. I HOLD FORD AND HARPREET FULLY RESPONSIBLE FOR ALL DELAYS AND DEMAND RE-IMBURSEMENT. I DO NOT WISH TO CLAIM ANYTHING FOR MENTAL HARASSMENT.

FURTHER PLEASE NOTE THAT AFTER SEEING AND GOING THROUGH ALL THIS HORRIBLE EXPERIENCE OF AFTER SALES SERVICE, I HAVE CHANGED MY MIND TO BUY ANOTHER FORD CAR FOR MY FAMILY. NOW I HAVE TO MAKE MY CHOICE FROM OTHER CARS WHICH HAVE GOT BETTER AFTER SALES SERVICE NETWORK AND CUSTOMERS' SATISFACTION.

A TOTALLY DISSATISFIED CUSTOMER
S.U. KHAN
C-1719, PALAM VIHAR
GURGAON - 122 017

MOB: [protected]
email: [protected]@interoceangroup.com

The Customer Relations
Ford India Limited
S P Koil Post
Chengalpattu-603204
Tamilnadu Dated 14.01.2010

Subject: Warranty period for the component supplied/replaced by M/S Harpreet Motors(Pvt) Ltd, Moti Nagar, New Delhi

Particulars of the Vehicle:

Make: FORD FIESTA
Reg. No. HR 26AL 3806
Mfg. year 2007
& Month: June
Chasis No. MAJBXXMRJB 7E 46143
Engine No. 7E 46143
Purchased From: M/S Harpreet Motors, Gurgaon

Dear Sir/Madam,

The above vehicle is in my possession. The vehicle was serviced (Paid Service) by M/S Harpreet Motors, Moti Nagar on 10 October 2009 vide invoice no. CAIN 903567MN(RO 911675MN) Dated 10.10.2009(KMS Reading was 21775 Km on that date)

CONN ASY-P/S PRESS LN(Comp No. 1453556), HOS PWR STRG OIL(Comp. No. 4571525) and CONN ASY-P/S PRESS L(Comp No.6472740) was detected defective during the service of the vehicle, and was replaced free of cost, as it was told to be under warranty (The copy of the invoice enclosed).

After some time, the Power steering developed noise while turning, so the vehicle was carried to the same workshop on[protected]KMS=24953Kms) after running 3178 Kms only. It was detected that the same component i.e. ‘Power Steering Pipe’ CONN ASY-P/S PRESS LN(Comp No. 1453556) and other components, which was replaced free of cost on 10.10.2009 during ‘Paid Service’ has developed crack and required to be replaced again. This time the customer had to pay a sum of Rs. 5268/= (Rupees Five thousand two hundred sixty two only).

The Components are said to be under warranty for a period of six months and 10,000 Kms.

The replaced components CONN ASY-P/S PRESS LN(Comp No. 1453556), HOS PWR STRG OIL(Comp. No. 4571525) and CONN ASY-P/S PRESS L(Comp No.6472740) was under warranty, as it covered only 3178 Kms and less than three months, should have been replaced free of cost, but I had to make the payment in spite of all the logical submissions to the Works Manager Mr. Bhatnagar.

This letter is being written to make the arrangement for the refund of the amount paid i.e. Rs 5268/= against the invoice No. CRIN 913102 MN (RO 916303 MN) dated 05.01.2010 (The Copy of the Invoice is enclosed). It will help in continuing the high standards of good relationship between the FORD and its customer and avoid further harassment of the customer.


Thanking You and wishing A Happy New Year to FORD Family.



(Vinod K. Agarwal)
187 Bhagirathi, Sector 9
Rohini, Delhi-110 085.

NB: With a request to forward this mail to the right person, if it is not addressed to the correct destination.

I got selection to this company (ford business services -a wholly owned subsidiary of Ford Motor Company,USA)from bharathiar university through five rounds of recruitment procedure.They issued an offer letter on 28-02-09 stating that 'your tentative date of joining would be between May 2009 to Dec 2009'. I was waiting for the appointment letter during this period I made lot of calls to the HR dept they told that they will call me b4 December .But now the offer letter is expired .They told me that i[censored] get some other offer dont let them go.I lost my 6 months so friends dont believe the US Automaker giant

Extremely Disappointing care of car @ Harpreet Motors, Saibababad

Dear Sir/Madam,

I got my car repaired after accident from Harpreet Motors, Saibababad on[protected] with Inv No. IN903383SB. When I went to take the delivery of my car I saw that the labors was trying to start the workshop full generator using my cars battery as gen set battery was not working. They tried to start the gen set using my car’s battery 4-5 times and when I shouted on them that how can you do this kind of stuf[censored]sing customers cars and that too in front of customer they removed my car and started using someone else car. When I called the GM of the center and talked to him, the response I got from the GM was not at all to the standards of ford and instead of saying that we will not repeat this kind of stuff and it’s a wrong thing, he said “koi farak nahi padta sir roj meri car use hoti hai aaj tak to kuch nahi hua. When we start customer’s car using our battery on breakdown then you don’t say anything. And now when we are using yours you are shouting”. After listening to all this I took my car and came back home. Now today I wanted to go somewhere, I tried to start my car and it was not starting as the battery of the car if fully discharged. The car self, cabin lights, boot light, center locking are not working at all because there is nothing left in the battery.

I am really disappointing and annoyed by all this and now I believe its better to get your car serviced from road side vendors instead of going to Ford Service Center specially harpreet ford. When the staff are not trained how to take care of customer car, the GM who don’t know how to give a response to customer and how to deal with customer, what the point on spending so much on service and taking lot of pain to take the car to ford service center. I will follow and suggest and all my relatives & friends to never get your car serviced from Ford Service Center.

Also, just to add to the disaster I would also like to inform you that my car was damaged from back side by one of the service guy. The back portion of the car was damaged badly during servicing and now the boot lock is not working properly and working very hard.

Please look into this ASAP or I have to look into other ways to take action against this.

I have a vehicle Ford Endeavour from the Ford Company, purchased from the dealer in Goa, Caculo Ford, St inez- Panaji, Goa. From day one I have been facing problems that keep appearing on and off. Some of them have been solved, by the dealer, which I really appreciate, but I had a problem with the tyres wearing out unevenly, where in the tyres were replaced but the cause o[censored]neven wear was never sorted out even though the car has remained for a long period with the dealer, and the alignment done tons of times.. The tyres are wearing out in the same way, again and I have only covered 9000km+ from the change of the two tyres, and there has been no reply to my recent mails to the Ford company. I also have a A/c problem where in the 10amp fuse keeps blowing off again and again. The dealer suggest I keep a dozen fuses and keep changing them each time the fuse blows off. I have spent over 16 lkhs + for this vehicle. Due you think I should be adviced this as a solution. I have written to the company and dealer asking them to reply to the same ie- " do I have to replace my tyres every 5000km and the fuse every short period it blows off?? ", which they have not replied, making me to seek your help. My contact no:- [protected]. Awaiting your reply
Regards,
CARVALHO

Ford may be making great cars. But they, surely, do not know the 'C' of customer and 'S' of service. You go to their workshops and you will these fancy 5S boards and posters. But i am sure that none of those 5Ss mean 'Service'.

This company thrives on the misery of the people and making owning a ford car a harrowing experience for the owners.

I had an unfortunate accident and sent the car to the Ford dealer the same night. Next day i logged a case with my insurer and it was inspected on the same day from the insurance side. I was promised delivery in 4 days time. Which extended to 5. When i called on 3rd day, the advisor told me that the parts have been recieved and the work will start in sometime. When i called the 5th day for the delivery time, I was told that nothing has been done on the car as "some parts were not available". I called up customer service in Chennai, Mr. Sheshadri who is supposed to be managing the Northern region was not contactable and was in meetings. I spoke to one Mr. Avnish on Satruday and he conferenced the dealer staff with me which promised that they will deliver the car to me on Monday.

I am writing this email on Tuesday morning.... and i know i am not getting my car back from the workshop even today. Harpreet ford charges parking fee of Rs. 250/- if the car is not picked up from their workshop. Should they be not paying me the retention fee for retaining my car for longer than expected and promised by them. The dealer network is pathetic... the staff is unfreindly, makes you wait for hours together to fill forms for insurance, billing, everywhere. In the 2 and half yrs since i own this car, i would hvae got my car serviced atleast 6-7 times. Not even once, I have ever got my car washed at Harpreet Ford during service. I pick up unwashed car, and get it washed outside becuase the waiting time for washing itself is minimum 2 hrs. Pollution check... minimum 1 hr.

Best part... the staff does not know, who the head of Ford India is. And when i told them it is Aravind Mathew, they said "they don't know" and don't have the office number and email for him.

This shows the pathetic state of affiairs and no wonder the company is in the state it is in today worldwide. It is all becuase of PATHETIC CUSTOMER SERVICE due to which customers have lost their confidene in the company and its products.

I am not expecting a response or anything to this... but thot just a way to vent my frustration out.

Thanks.
Ranjiv

Flag this messageReply From Ford India - 8954990Wednesday, 16 December, 2009 5:42 PM
From: "President's desk, From (.)" <[protected]@ford.com>Add sender to ContactsTo: "Ashis Mohanty" <[protected]@yahoo.co.in>Cc: [protected]@capitalford.net, [protected]@capitalford.net, "Customer, Care (.)" <[protected]@ford.com>Message contains attachments2 Files (6094KB) | Download AllService complaint remainder.emldetails of all the bills as proof.emlDear Mr.Ashish Mohanty ,

This is subsequent to our earlier correspondence regarding your vehicle bearing registration number OR14P1111.

Firstup We apologise on behalf of our dealership for lapses in any.

Further to our telecon we had with your goodself along with Mr.Sriram-FIL,Mr.Bijoy Kumar-Service Manager & Ms.Shiela - DCRC Manager From Dealership,we hope we have provided necessary clarity regarding the concerns.

We also value your feedback with respect to the service at our dealerships and would initiate all efforts to ensure that we meet or exceed customer expectations in future.

We would request you to fix up an appointment with our dealership to have a joint testdrive to understand /inspect the vehicle.Concerns observed if any would be addressed and resolved by our dealership. We had instructed our dealership to provide necessary assistance to you in this regard.Request your co-operation on this.

Please feel free to contact Ms.Shiela [protected] / us for any other clarifications /assistance.

Assuring you of our best services and continuous support at all times.



Regards,

K.A.Saravanan
FIL - Customer Relations


[protected][protected][protected][protected]
From: Sriram, Krishnaswamy (K.) On Behalf Of Customer, Care (.)
Sent: 07 December 2009 11:26
To: 'Ashis Mohanty'
Cc: Customer, Care (.); '[protected]@capitalford.net'; '[protected]@capitalford.net'; President's desk, From (.)
Subject: Reply from Ford India Regarding OR14P[protected]



Dear Mr.Ashis mohanty,



This is subsequent to our earlier correspondence, regarding your vehicle bearing registration number OR14P1111.



We understand from our Dealership that they have tried reaching you over phone @ [protected], [protected]& [protected] right since last Friday in order to inform you about receipt of parts ordered but unfortunately they could not get you connected over phone.



We would like to bring your notice that we have also tried reaching you over phone at aforesaid numbers to communicate the receipt of parts but unfortunately we could not get you connected over phone.



We request you to fix up an appointment with our dealership regarding the same. We had instructed our dealership to provide the necessary assistance to you in this regard. We would ensure that your concerns would be addressed and resolved to your satisfaction.



Request you to get in touch with Mr. Bijay Kumar Behuria @ [protected] for further assistance. Assuring you of our best services and continuous support at all times.


Thanks and Regards
Sriram.k
Customer Relations,
Ford India Limited.


[protected][protected][protected][protected]
From: Nandhini, Usha (U.) On Behalf Of President's desk, From (.)
Sent: 05 December 2009 13:54
To: 'Ashis Mohanty'
Cc: Customer, Care (.); '[protected]@capitalford.net'; '[protected]@capitalford.net'
Subject: Reply from Ford India / OR14P[protected]


Dear Mr. Ashish Mohanty,



This is subsequent to our earlier correspondence regarding your vehicle bearing Registration number OR14P1111.

We tried to contact your good self in this number [protected],but could not able to complete the call @ 1:35 PM.We are in contact with the dealership and parts are yet to be received to the dealership.We had instructed our dealership to provide the necessary assistance to you in this regard.



Please feel free to contact Mr.Bijaya - [protected] / us for any further assistance.



Thanks and Regards
Usha Nandhini
FIL - Customer Relations



[protected][protected][protected][protected]


From: Anitha, Jain (J.) On Behalf Of President's desk, From (.)
Sent: Wednesday, December 02, 2009 10:33 AM
To: 'Ashis Mohanty'
Cc: Customer, Care (.)
Subject: Reply from Ford India - 8954990



Dear Mr. Ashis Mohanty,



Thank you for contacting Ford India . We are in receipt of your mail addressed to our Managing Director.



We appreciate the time you have taken to write to us regarding your vehicle bearing the registration number OR14P1111. We have noted down the contents of your mail and we are aware that you had also spoken to our customer relations department. We have already taken up the issue with the Dealership concerned as well as Regional Service Manager.



We would revert back to you after we receive relevant information and updates from our Dealership or Regional Service Manager.



Please do not hesitate to call us or mail us for any further assistance, we would be pleased to be of service to you.



Assuring you of our best services and continuous support at all times.



Thanks & Regards,
Anitha
Customer Relations
Ford India Pvt Ltd




[protected][protected][protected][protected]
From: Ashis Mohanty [mailto:[protected]@yahoo.co.in]
Sent: Tuesday, December 01, 2009 8:00 PM
To: President's desk, From (.)
Subject: servicing problem of vehicle


Respected sir,

I ASHIS MOHANTY of rourkela,having a ford fiesta with reg no OR14P1111 and the owner of this vehicle is Gita rani mohanty.there was engine missing problem with my vehicle.starting from 21th nov till 29th nov i was doing continious journey of 1000km up down from rourkela to bbsr,but till now problem is not being solved.within these days,4times they have done the bill,which is approx 46000rs.on the first day they they did a computer check of my vehicle and changed the pump,then again after 2 days they did computer checking and changed the pump injecter.for wheel alignment they charged 2 times again for wheel balancing they charged 2 times.u can hav a check of all the bills.but till now the problem with my vehicle still exists.its not possible on my part to do continious journey of 1000km.the company is so good,but why such inefficent workers.being the MD i think u will look into the problem,and i hope u will solve it soon.

thanking you,
yours faithfully,
Ashis mohanty



[protected][protected][protected][protected]
The INTERNET now has a personality. YOURS! See your Yahoo! Homepage.
Forwarded Message: Service complaint remainder
Service complaint remainderWednesday, 16 December, 2009 12:37 PM
From: "Ashis Mohanty" <[protected]@yahoo.co.in>To: "President's desk, From (.)" <[protected]@ford.com>Respected Sir,

i have sent u all the document proof,by sending details of all bil and history 4 days back,but till now i did not get any reply from u,.why hav i done any wrong by taking ford vehicle? if i wont get any responce from u within 24 hrs then i will take the necessary steps.first of all i will publish in the newspaper,that,how u r cheating and looting customers then i will file case in the name of Ford India and Capital Ford.


[protected][protected][protected][protected]
The INTERNET now has a personality. YOURS! See your Yahoo! Homepage.Forwarded Message: details of all the bills as proof
details of all the bills as proofSunday, 13 December, 2009 10:17 PM
From: "Ashis Mohanty" <[protected]@yahoo.co.in>To: "President's desk, From (.)" <[protected]@ford.com>Message contains attachments9 Files (4560KB) | Download Alldocument101.jpgdocument102.jpgdocument103.jpgdocument104.jpgdocument105.jpgdo...⇄
starting from 21:11:09.i am sending u all the bill and history throufgh attachment.
i[censored] have some humanity and consideration please look in to the bill and then you can knoe about the dealer capital ford that the dealer capital ford that whether they are honest or thieves and how they are cheating people and taking money and doing and doing things according to their own will not according to the need.
- on 12:11:09 my complain was regarding engine missing but what they did after repairing they didnot feel nessary forever 1 km trial.
now i am giving proof regarding this please took in to the bill,job and also on dated 22:11:09.
- look in to part no 2 and labour charge no 5 of 21:11:09 also see the km and on 25:11:09 see part no 6, labour charge no 3 and the km.only 201 km and they charged me twice.
when i asked Mr bijay about this he said that by mistake billing has been done and we will adjust it latter and also told me something on listening to that if i was shocked,he told me that if i will ask about this Rs 250.he will have to pay Rs 25000.
now i can think ,that Mr bijay did not same thing with me and also got ur support if that is not true then i would have got my vehicle in right condition after spending a lot of money and time.after spending a lot of money if i want my vehicle in up to date condition then what wrong in it?
when i went to GM on 25:11:09 he pitied on me and gave a discount of Rs379 not because biling was incorrect but because i was going there frequently.
u can see on 25:11:09 his signature & writing are present. now u can well imagine how capital ford is doing injustice toward customers.
now i want to see after knowing everything what u will consider abt me ,wheather u have have some humanity or not?????
i am sending all the proof to u.after getting everything, i[censored] dont respond then u can well imagine this proof can go to what level and can do what??
but i hope i will get justice for u.


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RTO Tax Refund from RTO Bhuj Office, Bhuj, Gujarat India.

I have paid RTO Tax amount Double to RTO because the I have purchased the CAR through company,s loan. The name of Company is Coastal Gujarat Power Limited (A TATA Power Company) . AT that time I have paid doule RTO Tax.

Now, before 6 months the CAR was transffered in my name. While inqure about the RTO refund I came to know from respetive & reliable sourcses that know that when vehicle transferred from nme of the company to indiviul person,s name. Single RTO Tx must be refunded to person.

I have alreay submitted all required documents to RTO Office 5 months back. but till now I have not recd. the refund.

Kindly reply tome as soon as possible.

Thankig you vry much and with kind regards.

Very Truly Yours,

Vimal PANDYA

In spite of being an employee of the Mahindra group & the discount I was getting for a vehicle from the group, I decided to go for a Ford car primarily because I liked the car very much after the test drive. A friend of mine had recommended me the car but with a fore warning that the after service is pathetic. I too didn’t have a very good experiences dealing with Ford.

1. Delivery Date: Once I paid my initial booking amount; the sales guy stopped calling me & it was always that I had to make a call to know the delivery dates. It even went to extent that the sales person stopped taking my call & never returning the call. I was promised a delivery in 15 days but that never happened, besides twice the promised delivery date was defaulted. There were many things that I had planned back to back in the assumption that at least the delivery dates will not be defaulted; the car was finally delivered on the 20th of April 2009. I was promised a cover for the car which is still not delivered.
2. RC Book: I was told that the RC Book for my car will be delivered to me at home within 30 days & I started following up for that after 3 months when the 1st service was due. Every time I would speak to a new person with a promise that I’ll get a call back in 10 mins. The 10 minutes would never come; I tried all the numbers given in Bhavna Ford’s web site. Finally I spoke to the Service Manager who told me that the RC Book is lost & an application has to be made for a duplicate one – which essentially means I’ll have to take a half day or a full day off from the office for no fault of mine. I was called one of the days last month to the showroom for sorting this out & I live around 35-40 KM from the place, to be told that the whole thing has to be done in the area where I live.
3. Car broke down: On the 6th of November 2009, my car broke down when I was going to the office; I was able to get the car in 1st gear but the car won’t move. This happened around 9 AM.
a. There is a 24 hr helpline provided in the service booklet but it took me a second call to reach that number to be told by a lady that she is at home & will be leaving for the office in sometime & I should try the board number. Would others have reached if the 24 hr helpline hasn’t?
b. It took me 5-6 calls to different numbers to get to speak to someone who gave me the number of a Towing service.
c. Once in the service centre there was no one to have a look at the car for 10 -15 minutes before I created some ruckus about the service. The guy who makes the job card told me that it will take 2 days – without even looking at the car – either u have very efficient people or u would work in our own time.
d. I was told that I’ll be informed by the end of next day as to what the problem with the car is & when will I get the delivery. I finally had to call myself after 6 PM to get a reply that it will be delivered on Monday, I assume the 9th of this month. No reason was given for the breakdown.
e. I called up in the morning today & I still don’t have a reason & the tentative delivery date has been extended by one day – clearly gives me an indication that the car was just lying there for two days & the technicians will start work on it only today.

• Is this the kind of service u offer to the customers?
• Why does a car of Ford’s caliber break down with in the 1st 7 months? Were there no Quality Checks made?

And the clutch plate is not covered under warranty

Dear Sir / Madam,

I am writing this to express my grievance regarding Ford's reluctance
to admit its own manufacturing faults & weaknesses.

I bought my Ford Fiesta Car (1.4L, EXi model) in July 2006
(Registration # DL3CAR1272). This car is a single handed car which is
well taken care of during its 3 years tenure. I also want to bring it
to your notice that this car has driven only 16000 kms till date and
has never missed a service schedule ever. A week back I experienced
problems in my steering usage, It was making friction noises while the
steering was turned to change directions. I took my car to Southcity
Ford Service Centre, NOIDA. The centre declared that there is a
leakage of engine oil from the steering assembly & therefore the
complete assembly system of the car needs to be replaced. The cost of
the part is estimated to be 10-12K INR. The centre officials did not
give me any satisfactory reason to explain the cause of such a
problem. They justified only by saying that "it's a regular wear and
tear since the car is 3 years old".

When I lodged a phone complaint in Ford India about the problem it
proved no better & they apologized for being unable to do anything in
this matter.

My question is - how can a car of this segment show such problems in
mere 3 years when it has been driven really less & has never even seen
any accidents / damages at all ? To my understanding it is not at all
a result of any kind of driving fault. Rather company's manufacturing
processes / lack of quality checks are a reason for this mishap.

I also want to highlight that this is not the only car that I have
driven in my life, I had a very pleasant experience driving my Honda
City for more than 5 years without having born any irrational expenses
ever.

I am highlighting all these facts to make your company understand that
no consumer expects such crazy machine failures or extreme wear & tear
situations given the kind of care the car has been given all
throughout. To me this is an extreme negligence on the part of Ford -
First, to produce defective machinary & second, to not even undertake
their due responsibility & charge their customers for unjustified
developments.

I am extremely sorry to convey it to you but if Ford does not
undertake this responsibililty I will assume that the company does not
know how to take care of its customers & in future I will think twice
before dealing with your company.

I request you to kindly look into the matter to bring my faith back in
your esteemed organization.

Many Thanks for your attention.

Regards,
Pooja Upreti.

(+91 [protected])

I have been ditched by the Bhagat Ford dealer at ludhiana.
I had recently purchased a new ikon from bhagat ford.
The people at bhagat ford have monoply in ford dealership in punjab.
I had already booked my car with them, but the rate afterwards was increased by Rs. 7500, they charged me the excess rate. I accepted the same and gave the money as there was no other way, because of monopoly.
further i had payed them money for seat covers and center locking.
They provided the same after 20 days.
In this case, my center locking key remote was provided in just 1 quantity.
When i asked about my another remote, they said there is only one available.
When i objected, they offered me other remotes of other customers which were with them.
But those were of no use for me.
I tried a lot and even talked to the managers at bhagat ford, but they are not ready to listen.
Please provide me the other remote of my centre locking.
Moreover they behave like illitrates for which i even cant explain on this complain.
I will be happy if I am provided with remote.
I already dont expect and service from bhagat group.

i bought a ford fusion a little over a yeyear ago and from day one it has been giving trouble. First the right power window burnt out then the left. For the right one they changed the part but for the left window they repaird the motor even though it was in warrenty period & my repeated request, their excuse they did not hve the part. The recent problem has been the front 2 tyres have totally worn out, when i complained to harpreet ford gurgaon they said it was the allignment which i got corrected but still the tyres were worn out even though the car had run only 11000 km. I got the car checked outside & they said it was the camber of the car that need to b corrected by ford. I went back ford & complaind again, they said that it was the allignment & nothing else. I argued with them that get my car servicdd by them & they being professionals could not even detect such an issue and rexolvd it....the current status is they r not admitting to a problem & not resolving it either.

i want the details about this company,
i got a job offer from this company,i forward my scanned copy of certificates and i receive a appointment letter....
please give me the detail about this company

I am using a Ford Fiesta car purchased in 2008 from a dealer called Capital Ford, Bhubaneswar, Orissa. The after sales service from the Ford Dealer is pathetic. The car started giving jerky motion after one of the free services carried out by them. The problem was not there earlier, but they have tampered with the settings. The dealer has failed to resolve the issue, so I complained to Ford customer care, but no result and response. Today, one head lamp failed and the AC has stopped working. The dealer again failed to repair the AC saying that one spare is not available. How can the company allow such dealers to do business for them. Such high end products need much much better service. The GM of the dealer does not even respond to phone calls. The FORD INDIA numbers are of no use. I complained to Mr. Sriram of customer care, FORD India but no response and no action.

My Complaint is against Shaman Ford, Lalbaug Workshop, which was on the verge of closure, almost a month ago, with workers disgruntled and out to suttly cause damage to vehicles coming in for repairs. When my AC was repaired at a cost of Rs. 20,000/- I found that the glove compartment handle was badly jammed and later broken (when I took my car to the garage to have the glove compartment opened). The Advisor, Uday, assured me that he would immediately order a replacement (at no cost to me).

Then the newly repaired AC stopped cooling. That was fixed by Shaman, but while taking delivery I noticed that the rear right side door handle had been broken and simply placed in the slots as a dummy. The Advisor, Uday, assured me that a replacement handle would be ordered and fitted (at no cost to me). I took delivery of the car on the basis o[censored]day's assurance.

I have been regularly been in touch with Shaman's Store-keeper, Uday and Piyush (the Gen. Manager) and had requested my distant relative, Naval Surti, too, to expedite the replacement of the parts broken by Shaman's staff, deliberately or due to gross negligance. After much venting of anger at them, they placed an order for these 2 parts on October 7, 2009 (after a month's follow-up and constant firing that I meted out to these ineffective seniors, whose callous and cavalier attitude stinks and surprises me as to how they managed to get the VV franchise. They (VV) need to be cautioned by you or me, as to the lousy bunch of goofys that have been entrusted with their costly and high tech vehicles. "Couldn't care less" is the motto of Shaman and I have seen it happen again and again, For e.g., while my car was at their SEWRI worhshop for accident repairs, I used to see it covered with more and more bird day after day, for 2 months. Though I had requested them to wash it periodically, nothing would happen. So to show the uniquely (fully) -coated car to my children, I took a few snaps, which I may still be having. Your H.O. in the US would love to see the simple Mondeo, being transformed into a unique / designer car. Also, due to the large rats with which the SEWRI workshop of Shaman is infested, the wiring under my bonnet was destroyed, which I got fixed at S.C. Ford, at my own / substantial cost.

I had forgotten all these unpleasent experiences with Shaman, but this recent apathy on their part and lack of diligence and care towards customer's numerous visits / phone calls to the Advisor, and seniors, has really pissed me off - very badly.

To top it all, while installing my stereo system (duly repaired by Ford, Chennai at Rs. 6,600/- cost, I found that the dashboard clock had stopped. This too, Uday has agreed to set right, when he calls me over for the replacement of the Handle and the glove compartment lock.

I have to request your HEAD of DEALERSHIPS, HEAD of CUSTOMER CARE, to URGENTLY redress my bitter complaint, as above, within the next 3 to 4 days, failing which I shall be compelled to escalate it to your H.Q. in the US and also caution VV on the lousy choice of Service People they have made.

Pl. give me a mobile No. of the Chennai Customer Care Head, so that I can expedite matters.

It would be wothwhile pointing out a few good points about Shaman, that they had during the repairs of my MONDEO, early 2009, after a massive accident, fitted for me, second hand car parts (the costly ones) which I had purchased from scrap dealers, to save my car and salvage it. The SEWRI people were very accommodating in this respect, though I was asked to give in writing that the sub-standard parts would be fitted at my sole responsibility (maybe, the disclaimer is based on Ford's helpful policy in yjios regard). Policy in this regard.

Sincerely,
Farrokh.

Good Morning Michael –

Though I have thoroughly enjoyed my experience as a customer with Ford India. However, in this last five years of my association with Ford India and it’s agency/service provider “Harpreet Ford” I see a tremendous down fall in the area of imperatives for “Value of customer satisfaction and commitment” towards the Service delivery (ESPECIALLY the negative practices has been seen in the last year or so).

Just to quote the recent issue of October 3’ 2009 date that I have faced with Harpreet Ford – Motinagar, New Delhi, when given my vehicle (Ford Ikon- Reg # : DL 4CR 7124) for servicing at their Workshop. The car was kept at the Body shop/Workshop for almost 10 days to carry out the most body and complete service job. And as against I have been charged approx Rs. 36000.00 for the work they have done.

I’m happy with the body shop work that has been carried out of my car. However, the service job was absolutely unjustified and pathetic for the value and assurance promised to us for the quality of job work that has been undertaken by Harpreet Ford workshop team. There was high degree of negligence and ignorance shown by the team in handling the job that has been specified by us while they prepared the job card over the phone. It is expected that the Workshop engineer and supervisor are qualified/skilled enough to identify the actual condition of the vehicle while the service job has been carried out. Also, they should brought to customer notice in case of any need for part replacement and should ensure all mechanical parts are in right condition before the vehicle was released from workshop and handed over to the customer (me). Unfortunately this was not the case here, and exactly the second day the FAN Belt came out and fan pump/rings got broken while I was driving on the road on Saturday-10/10 during the night hour. All I want to bring to your notice that wear and tear of any parts do not occur in a single day and such break down or possible accidental incidents can be avoided if the service engineers/staff at the workshop would handle the jobs carefully and efficiently.

With this regard I and my husband (Pinaky Purkayastha) called Mr. N.K. Bhatnagar (Workshop Service Manager) on Sunday -10/11, morning to register a complaint about this issue. In his response the gentleman was very reluctant to listen and accept the fact that there was a slip by his team in the servicing of the car, which was resulted a major breakdown of the car within two days of driving after it got service a week ago. Above all the most unfortunate thing was the comment passed by Mr. Bhatnagar being a senior official of workshop. He said that it is not his responsibility if the car happens to be brake down or met with an accident due to any mechanical fault after it has been handed over to customer (me). After we made a several request, he sent a mobile van to inspect the vehicle at my residence location in JanakPuri, New Delhi on Sunday evening 7pm. The person accompanied with the mobile Service Van have adviced that parts as “Water Pump, Rings have broken and Fan Belt that came out needs to be replaced immediately. In order to do that work he wanted the car to be towed by a crane to the workshop on Tuesday-10/13 morning. As per plan they have towed the car and sent to their (HF-Motinagar) workshop on Tuesday morning at 9am.

But, this time again the issue was not being attended to resolve the mechanical fault existed in the vehicle. And the car was handed over to me after they kept it for 9 hours at the workshop just making some minor repair to the damaged parts. They have charged us approx Rs.4, 000.00 (Labor charge) for the same. Just to confirm you after I drove the car and found the same Fan belt sound as it was there before when I have given my car for service at the first time. So, this is quite evident that these guys did not make any effort to resolve the problem completely. And, I’m confident that the mechanical failure will reoccur again in near future would cause a greater problem for us.

Just for your knowledge, this is becoming a practice by the company service station to make sure that customer comes back and time & again get charged heavily for the same problem every time.

As the frustration level crossing it’s limit now, I would like to highlight, this is the second time we have came across such an incident with Harpreet Ford in last 6 months. The last time around a senior official of “Harpreet Ford” Gurgaon was involved in misbehavior and non transparency for insurance claim activity along with Insurance Agency Rep, with whom I have got my car insured.

This kind o[censored]nethical attitude and responses from the officials of an organization like “Harpreet Ford” (which has been attributed a high degree of quality of service and integrity over a period of time) is unacceptable and highly unappreciated. This would certainly cause a negative impact on “Ford India” initiative to maintain/retain it’s customer value chain. Given the fact should we now consider that with growing customer base in India, “Ford India” and it’s agencies like “Harpreet Ford” have lost touch of imperativeness for customer value and satisfaction.


I look forward to hear from you at your earliest convenience, with an anticipation of a resolution to such problems in future engagements.


Please do contact me on the below number in case you need any further clarification.


Have a great day!


Best Regards,


Aarti Purkayastha
[protected]


[protected]@ford.com

md.[protected]@dealerconnection.in (Mr. Ashok Sachdev)