Ford India Customer Care

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S.P. Koil Post, Chengalpattu, Tamil Nadu, India – 603204

Dear Sir/Mam,
I am a CANARA BANK customer my account number is[protected]. I was try to withdraw the money Rs 4800/=at HDFC ATM on[protected]Saturday) around 06:30pm which is my nearest ATM NUMBER is—"S1ACNM01" at Namakkal branch. I am not received but money was detect from account, immediately I was contact HDFC customer service they told me to contact at CANARA BANK but unfortunately canara bank toll free number was not response which is written on the atm card. I couldn't contact any bank employees because of Saturday and next day is Sunday. Monday I was reported at canara bank-Namakkal they are told me it will take one month more to get back the money. Please do needful as soon as possible.

Many Thanks & Regards,
V.Velmurugan,
Warranty Operations,
Ford Business Services Center pvt ltd,
Chennai.
Mobile:00-91-[protected].

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S.P. Koil Post, Chengalpattu, Tamil Nadu, India – 603204

Mr. Michael, Nigel Ward & Sandip Sanyal

Lack of commitment, professionalism, poor quality of service & fraud – is what I experienced with the dealer (South City Ford, Noida).

I had given my car for service on Aug12, . When I went to pick my car, it was in pathetic condition. There was no cleaning, testing done. On requesting Vikas cleaning, I was told that cleaning is not part of service and was extremely rude (Vikas). He also told that the interiors have to be dry cleaned to which I asked how can plastic parts be dry cleaned the door handles has hand prints of the mechanics and grease which I told happened during the servicing and which needs cleaning. I then went and spoke to the manager (Anil) who told me cleaning is very much part of servicing and then when I approached Vikas he told me to come next day or on Monday and drop the car for an hour and he would get the necessary done and get the car dropped.

On requesting for a test drive, I was told to deposit the money.

I paid the bill and on starting the engine found that RPM was shooting up, I was all alone in the car none of the people from the dealer accompanied me for a test drive. On complaining, was told that there is a possibility that water would have entered some terminal, which they checked and was not the case. I was told to leave the car as it was 1930 in the evening. The service manger on the shop floor told that every thing was fine post the servicing was done and before the car was washed.

Vikas who was the person I was aligned to, told me that my car would be checked first thing in the morning. I gave him 3 calls at different occasion to check the status, he said that we have tested and the PCM is not working properly. I asked him how is he sure about it. He told that we have put another PCM and checked. I then went to the dealer and spoke to Mr Anil, who said he would align another person to check this fault and then Manni came into picture, who replaced a couple of things and checked different things. At about 4 in the evening on the 13th, I was told that may be the module is faulty & as it is not available in the store of the workshop (as it rarely goes faulty. They would send someone i.e. a driver to get the car from Faridabad and the PCM of that car would be tested on my CAR. I called them at 6 in the evening and was told that the car is here. I went and they demonstrated me the working of the Car with the original PCM that was fitted and also with the replacement PCM which was procured from the car that was fetched from Faridabad. So the first question I have is, how did Vikas in the morning told me that they have already checked the car by replacing its PCM with another one and they are sure that the PCM is faulty. When I asked the manager that, why has some body to travel to Faridabad when they can check it with some other cars PCM which is currently being serviced. To which the manager (Mr Anil) told me that they don’t follow this practice. Therefore, how was car checked in the morning which Vikas confirmed?

I am sure that either the PCM has been replaces or it has gone faulty at the dealers premise. As one of the issue with the car was that its parking lights and lights behind the speedo meter were not working when I handed over the car for servicing on 12th. I called Vikas and he told me at around 4 PM that the switch is faulty and needs replacement and this would cost me Ts 3200/-, I told I don’t was to get it replaced and then he confirmed that the car would be ready by 5.15 and I can then collect it. I called him again to ask him if there was any warranty for this to which he told, sir you don’t have to bother as we have repaired the switch and it should work fine for at least an year and would not require replacement.

a) Either the people at the dealer bluff or they want easy fixes by replacing the units instead of repairing them and in turn make more money from repairs

b) While repairing the switch some wires got short and the PCM was affected because of this.

I strongly believe for any fault or error there has to be a cause. You and your team of engineers are competent enough to do a Root Cause and tell me, how can some thing go faulty suddenly and such a thing which is not stalked by the dealers as it does not go faulty.

Besides, the condition of this dealer has worsened from the time they have shut down their dealership at Mathura road in Delhi. One of the engineers commented that they are capacitated to handle 35-40 cars a day and they are presently doing more than 50. I am sure this is one reason for the quality of work they are doing in the same time.

How can the PCM suddenly stop functioning when it was fine? I have doubts that it has been replaced with a faulty PCM.

I am surprised to see such incident happening with a mega American auto company and there are no complaint processes at the dealer no quality check mechanism etc.

I would strongly recommend that a surprise check be done at the dealer and feedback taken from the customers post servicing is done by FORD itself.

If this issue is not addressed appropriately, I would approach consumer forum for a solution.

P.S: Mr Ford/ Mr Boneham, Incase I have marked the mail to you in error, request you to direct me to the right people.

Regards

Gagan

+91-[protected]

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S.P. Koil Post, Chengalpattu, Tamil Nadu, India – 603204

Dear mr Nigel E Wark ( executive director sales and service)

I am the owner of a ford fiesta top model and after having been badly treated and harassed at the local dealer level I am forced to contact you with a hope that you can put me and my families ordeal to an end.

My car details are 2007 model ford fiesta 1.6 sxi silver color , bought and serviced from bhagat ford Ludhiana , Punjab. Registration no Pb 10 cb 1400

Stage 1
I had sent my ford fiesta to bhagat ford for repairs for a nagging engine sound on 15/6/09 and they after a thorough check up confirmed a charge of approx rs 14000 and gave a list of parts that needed changing to rectify the problem . the car was delivered back after several days on 22/7/09 as the parts were not in stock with them and it took a long while to organize those. The final billed amount came to rs 18287.

To our shock and horror the sound was still there despite having spent so much for the nagging sound .

Stage 2
We contacted the dealer again and reported the problem and they again agreed and said they are sorry and really need one more chance and re assured that this time around the sound will be set right and gave revised estimate of rs 4000 to be spent further for this . again on 8-8-09 the car was delivered back after improvements .

Stage 3
To our dismay the same nagging sound continued and this time I reported it to higher authorities of the dealer and they after a thorough check up informed after a few days that a rod at the base needs to be changed and this time the car will be fully set right and we will be fully satisfied with it. The revised estimate of a further rs 15000 was quoted to us and I was furious that how can they expect me to pay them the third time for the same problem and demanded the return of my car. To which they said since to find the fault the whole car is virtually dis assembled and now if they assemble it without changing the part they will charge me the labor cost of rs 4000 and its better that I spend a further 15000 and get it sorted out. Now I had no option but to suffer further and spend 15000 more.

The car was handed over to the dealer on 20/8 with loads of promises from their side that our ordeal will be brought to an end and they agree that we have been harassed enough and our ordeal will be brought to an end within one week .

Now after waiting for 3 weeks to get our car back finally after a lot of chasing after I got a call from them to say that the entire car has been set right and they are now checking the electrical parts and the horn needs to be changed. I said I donot want it to be changed and they can give the car back as is without the horn.

Stage 4
on 8 th September when I was to finally get the car back I got a call from the dealer saying not to come to take the delivery as that during the assembly of the car they have found that the power steering has collapsed and now a further 20000 needs to be spent to correct this.
I am out of my nerves now and I donot know what to say and how to react. The dealer has no explanation as to how they damaged the power steering.

Come on is this for real , did I buy a premium car to get this junk and in case this is normal I suggest that I can give the car to ford and they can use it as a research vehicle and return my money back and if my hard earned money cannot be returned then please someone show some respect for the customer and give me my car back in complete order.

From hear say a lot of ford owners face the same at the hands of bhagat ford daily and I am just 1 amongst the many .

Thanks and regards

Sumeet thapar

Mobile :- [protected]

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S.P. Koil Post, Chengalpattu, Tamil Nadu, India – 603204

SUBJECT:- FOR AVAILING ENGINE AS THE VEHICLE IS UNDER WARRANTY.
SIR,
MY FORD CAR BEARING REGN. NO. DL-4C-AF-3189 IS UNDER WARRANTY PERIOD.ALLMY CAR SERVICES HAS BEEN TAKEN PLACEIN AUTHORISED SERVICE STATION. ON 24TH JULY 2009MY CAR DID NOT START AND AS SUCH THROUGH CRANE,I BROUGHT IT TO COMPANY CENTER NCR FORD FARIDABAD WHERE I CAME TO KNOW THAT ENGINE OF MY CAR SEIZED. THE COMPANY PERSONALS COLLECTED MY SERVICE HISTORY AND TO MY SHOCK THEY INFORMED ME THAT YOUR SERVICE HISTORY IS NOT COMPLETE DUE TO WHICH THE COMPANY CANNOT AVAIL NEW ENGINE UNDER WARRANTY. I HAVE NEVER TAKEN ANY RISK REGARDING SERVICE OF MY VEHICLE AND ALL MY CAR SERVICE HAS BEEN TAKEN PLACE IN AUTHORISED SERVICE CENTER. MY CAR LAST SERVICE REPORT IS OK IN NCR FORD AT FARIDABAD. I AND MY WORKS SUFFRING A LOT DUE TO IT HENCE YOU ARE REQUESTED TO KINDLY AVAIL ME NEW ENGINE UNDER WARRANTY PERIOD AS SOON AS POSSIBLE.

THANKS

HIGHLY OBLIDGE
PRAMOD KUMAR [protected], [protected]

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S.P. Koil Post, Chengalpattu, Tamil Nadu, India – 603204

I hve been continously having problems with Lathangi ford – Ford delership in bangalore ; after CAUVERY FORD was shut down..

Every time i sent the car to lathangi ford ; the car comes back wtih further problems –

Even if i send thecar for repairs on mileage /Speed/Pick up ; the car comes back in the same condition – just washed..

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S.P. Koil Post, Chengalpattu, Tamil Nadu, India – 603204

To, Mr.Naigil wark,

This may seem to be a different sort of complaint as being a employee of ford authorised dealership i am proud to say it has been a great honour to work for Ford as a brand,as our products are very good.But sadly, i will like to bring into your notice that all your dealerships are probably the worst in terms of employee treatment and satisfaction. A simple example is that you appreciate the efforts of the consultants by paying the incentives for the vehicle example for fiesta Rs.1500/- per car but the dealer are thieves and rob of the incentives by paying rs. 350 only. again the incentives for extended warranty and sceduled service plans being robbed off. the result is dissatissfied employees and thier lack of interest in work which becomes a treat to our brand image. hence the costomers becomes dissatisfied and finally loses out the trust in the brand. My request to you is that kindly issues the incentives and appreciations in the favour of the base employees like consultabts , service advisors and others staff so that the management doesnt siffen of the money. let us feel proud to represent a brand which really cares for other. the dealer principals need to be taken ride off.

hope you will look into the matter at the earliest.

regards,
anonymous

identity to be disclosed on receiving response.

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S.P. Koil Post, Chengalpattu, Tamil Nadu, India – 603204

This is inform u that I purchased Ford Ikon 4D 1.4TDCI from Saluja Ford C-43, Industrial area Phase III, S. A. S. Nagar Mohali on 13th April 2009. Car’s Registration no. is PB-74- 0052. It has run 19075 km upto[protected].
I am facing a repeated problem of Air Condition in my car. During the running of car suddenly the AC starts blowing the cold air to hot air. This create very un comfortable condition in the car which force us to stop the journey.
In spite of switching of the AC the blower continuously blow the Hot air. Day by day the problem is exaggerating and it is reported to Saluja Ford C-43, Industrial area Phase III, S. A. S. Nagar Mohali and they attended the problem on first 2500 km, secondly 5000 km , thirdly 10000 km, During the second free servicing of the car it was informed to us that they change over Valv of AC is defective, and Saluja Ford replaced the defective Valv with the new Volv.
In spite of replacing the defective Valv the problem could not solved and again AC has started blowing the hot air (on AC cold mode) after around 3000 km. The same problem was reported to your Saluja Ford and they asked to send the Vehicle at their workshop on third servicing and the problem will be properly attended.
On[protected] we send the Vehicle for the servicing. They opened the Valv and cleaned it but they did not give any assurance for the removal of main AC defect and they declared that it is manufacturing/design defect in this model. They refused to give us in writing and forcing us to sign their satisfactory test certificate. Since I am facing the repeated problem, I am not satisfied with their reply.
Saluja Ford asked me that without giving my under taking for the satisfactory certificate they will not deliver the Vehicle to me and Vehicle is not handed over to me. Due to non availability of this vehicle I am loosing around 1600/- per day on account of hiring the taxi. Since it is manufacturing/design defect as declared by Saluja Ford you are requested to take the immediate action in this regard otherwise it may force me to take legal action.

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S.P. Koil Post, Chengalpattu, Tamil Nadu, India – 603204

i would say that ford fiesta is one of the most paethetic vehicle that i have purchased, every time i give it for service they would be asking to me replace parts that are not supposed to be changed at that time ,so far i have changed the following parts

shock absorbers thrice
a/c cooling coil
engine fan motor
fan belt
injector coil

all this happened within 40000 kms service , i m very sure that no car would be required to do so at this stage , moreover the sounds which the interiors produce is horrible ,every time i would inform them about this noises and rough door handles, the only thing they would do is charge me all those lubrication and sound arrest cost but in end it is of no ue and doesnt make any difference. the bill that i got after 40000 kms service was 13000 which is really very high for a car which has covered 40000. i would request all my friends to think twice before you go for a ford ,the car is not worth for what you pay and really very expensive to maintain it

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S.P. Koil Post, Chengalpattu, Tamil Nadu, India – 603204

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)

+91 44 2455 1500 (Corp. Office South)

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S.P. Koil Post, Chengalpattu, Tamil Nadu, India – 603204

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.