Ford India Customer Care

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

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.

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

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,

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

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].

Kind Attn:
Mr. Michael Boneham – Managing Director and President
Mr. Nigel E.Wark – Executive Director, Marketing, Sales and Service, Ford India

Dear Sirs,

Greetings!!

In reference to above subject matter, I would like to put in some feedback on down the lines operations actually happening at M/s Ford Outlets and request for your inter-vetion for resolution and support.

Vehicle Details:
~ 1.4 EXI TDCI Diesel – Colour: P. Red
~ Chassis No. : 7M41699
~ Dealer Invoice Number (Just Got One Hour Back)
– VSLA701377 dated 28/02/2009
~ Vehicle Delivery date: 09/03/2008 @ 5:50pm (Proof can be shown)
~ Vehicle Warranty as per Details given by Dealers (Proof Can Be Shown)
– 29/02/2008 to 13/03/2010
~ Billing Name: M/s Hindustan Sanitary & Industries Limited
~ Total No. of Ford Cars Purchased by company till date ~ Min.25-30 Numbers

1) Present Problems:
~ M/s Harpreet Ford Refused for giving extended warranty as 2 Years are over from date of Invoice i.e. 29/02/2008. However the warranty expiry as per document is 13/03/2010.
~ Undersigned has visited to Dealer Counter on 03/03/2010 for renewal considering warranty expiry 13/03/2010.
~ No one at Dealer counter ready to give solution, however the problem is genuine and known to every one.
~ Customer relation at Dealer counter seems to be very helpless as there is no empowerment given to dealer and all the things needs to be decided by M/s Ford India. (Looks like Bureaucratic approach of system)

My Concern:
~ Who will take the responsibility in case if any incident takes place with vehicle
~ How will I get my extended warranty for next 2 years is an question mark and again at what cost??
~ None of the person is ready to take any responsibility in the case
~ There is no contact person or phone number of Ford India, who can actually sort out the matter

2) Quality & Service Feedback:

2.1 A/C Problem: Since last 2 Years, there have been 3 times complaint in AC performance
– 1st Problem: Reported at Harpreet Ford during 1st service of improper cooling effect: The solution given was Gas Topping up
– 2nd times: Reported to NCR ford as well as to Chennai Office for AC Not working: Solution given was Discharge Pipe Burst and Gas Leak ï’ Am sure this problem was definitely due to over charging, causing Discharge Pipe Bursting by paying Gas Leak & labour Charges for no fault of mine.
– 3rd Times: Again after 6-8 months AC is not working, fortunately due to winters in north, am able to manage

My concerns on AC Performance:
– Why as a customer should I suffer for poor quality or workmanship
– Why and on what ground should I pay for again AC repair irrespective of any fault in Air conditioners ( If AC fails 3 Times in 2 Years)
– Even on discussion at Svc Ctr, the upfront replies comes in you need to change cooling coil even without inspecting and going into details

2.2 Head Lights Functioning:
– In last 2 Years one by one all the bulbs have gone faulty not due to basic failure of bulbs but it is due to poor quality of connectors
– The problem was very well reported during my car service ï’ the default replies came, it was loose and now tightened and now working ok. Which in fact again goes faulty in a weekâ¬"s time?
– On discussion with your services centers, the simple replies comes, I have to get the complete head light changed as connector has gone faulty and connector doesnâ¬"t come as spare part.
– The problem observed is basically connectors are neither checked during services nor any one found out the exact root cause and provides solution

My concern:
– Why for a small connector, I need to get my complete head light changed
– Why there is no part code given to me for purchase of connectors and to get the matter resolved.
– Why should I pay even for bulbs and connectors, when it is the problem of poor workmanship and quality of connectors and basic wiring system inside
2.3 Truck Lock: The truck lock has been replaced twice and still there is problem in the lock.
2.4: Back Seat & Door Noise: There have been number of times complaint has been given to svc ctr for the noise but it is like passing the complaints through ears but no solution.
2.5 Pick Up Problem: There has been drastic change in Pick up and no one is actually looking into the matter even after repeated reminders

My concern:
– I am scared that if there is no one to take care of above said small problem, then in case of any major incident (e.g. Engine Failure etc), I will be only at the mercy of God and Ford Service.

3: Spare Parts Pricing/ Service Charges:
– When ever the vehicle goes for servicing, there has been actually illogical amount charged e.g. Instead of changing the connector, complete head light change is suggested
– AC is never been checked properly and cooling coil replacement is suggested.
– Break Pads charges are Rs. 1800/- where in same quality is available in market @ Rs. 600/- + tax ( original one)

My concern;
– Why should I suffer for all illogical charges and reasons
– It seems â¬S Ford India is more focused on Dealer ROI and revenue based working without giving solution on even basic services to customer

Overall:
– In my last 15-20 times visit your svc ctrs, I have never seen a guy from Ford India at service center, who can actually go insight to customer problems
– The best way to find out the facet of front line service operations is to pl. give one mock call by personally visiting to service center and personally checking the service levels or
– Let some independent agency carry out market benchmark on service and measure customer satisfaction index to have a very â¬very fare idea on service

Last, due to all the above there are number of customers, who actually want to get rid of Ford Product just because of
– Poor service, quality of product & peopleâ¬"s response.
– Resale value of Ford Cars is also very low
– And no once wants to buy ford.

From all above, I would request you to pl. support and intervene into the matter for resolution of my complaints else I would be left with no option but to leave Ford Brand forever.

Look forward to hear from you

Thanking you

for M/s Hindustan Sanitaryware & Industries Limited

Manish Goel
[protected]

to whom so ever it may concern

This is to inform you that i own a ford fiesta (no: tn 23 aw- 6662).
while coming from Bangalore last week, vehicle stopped all of a sudden..
and after showing to authorised service center ford salem (e mail – [protected]@suseegroups.com), i came to know that my engine has got ceased. and it has run only 52000 kms. now the service center people are telling me that i got to change to engine completely. already there has been a complaint mail which has been sent by the above said e mail id. for which they are waiting for reply.the details of the vehicle are as follows

engine no-6jb8250
chassis no-majbxxmrtb6jb8250
so I kindly request you to replace the engine.
ziya (ph- [protected])
salem(T.N)
please reply on the the above email as soon as possible.

Letter sent to Ford India Customer care via mail on 11th March 2010

Dear Sir, M'am

I am Raviner kumar Arora- Owner Ford Endevour
Model: XLT Ford Endevour
Date of Purchase: November 2008
Engine No.8K29594
Chasis No. MAJUXXMR2U8K29594

The said vehicle was purchased from Meerut (West UP) from M/s Wonder Ford

– Since day-1 we have been regularly complaining for the brakes not working properly
– The vehicle was sent to Ford authorized centre in Karnal (Haryana) for 15 days, no improvements found
– Prior to Karnal the vehicle had been sent to authorized stations in Meerut (West UP) and Dehradun (Uttrakhand).

Since yesterday the vehicle is not in working condition and is standing on NH-58, where it went through a break down
– Clutches not working
– Brakes not working
– Engine giving wierd sounds when started
We have been regularly following up with the customer care in Delhi,Chennai- still no support has been provided.

We are unable to drive the said vehicle unless fully testified in working condition by the company oficials

-You are requested to
-Contact us immediately at the following numbers- [protected] (Ravinder) [protected] (Umesh),
[protected] (Prashant),
[protected] (Raj Shantanu)

– the vehicle has to be lifted back (Towed) by company (Ford) staff,we do not intend or allow any other personnel to touch the vehicle

In the mean we need Ford to provide us with a standby vehicle immediately
as
– This vehicle is used for Business purpose and meetings
– Two Drivers would be sitting idle with salary of Rs.300/- per day per person
– each day without the vehicle causes a confirmed business loss of Rs.150000.00 (One Lac fifty thousand per day).

You are requested to respond immediately on the given mail ID's in written , contact on the given numbers and get the vehicle mended on priority

An immediate revert anticipated

Regards
Ravinder

I have given my Ford Fiesta car for a paid service on 15-Feb-2010 at 3PM based on a prior service appointment at Lathangi Ford, Bangalore. In the service station, they introduced me to a newly joined service.I explained my car problem to him and he noted all my issues in the Repair Order. I raised 4 problems that are neglected/unattended by the service advisor during the service. The issues were:

1. The fog lamp is loose and need to fix it.
2. The A/c is not cooling well.
3. The cup holder came out from the base, so want to fix again
4. There is a small jerking problem while apply the break

At the time of Repair Order creation; service advisor promised me that he will fix these issues at the time of delivery. I also asked him to change the Engine Oil (Mobil 1), Coolant, Air Filter and Oil Filter. He made the Job Order with an estimate of 8000/- rupees (for fixing these issues including service) and asked me to come on 16-Feb-2010 at 11AM. This is mentioned in Repair Order also.

While I called service advisor on 16-Feb-2010 at 11.30AM, he attended the call and told he was traveling. He called back at 2.30PM and asked my approval for replacing the break pad and break disks which will cost around 6000/-+ taxes extra. I told him not to go ahead with the replacement. He also advised me that break will work as previously; but the jerking will remain as such!!! He called me at 5.15PM and asked me to collect the vehicle between 5 to 5.30PM.

I came to Lathangi Ford for collecting my vehicle around 5.20PM. I found that the car was not cleaned properly. The floor mat was in wet condition. Then I requested them to do a vacuum cleaning to remove the water. I opened the bonnet for checking the coolant level and engine oil. Then I noticed that the battery container was filled with water and oil (while I asked the service advisor about it; he told it was not water but was polish!!!). I am just wondering Lathangi is very much interested to fill my Battery container with polish !!.

Near to the engine, most of the pipes/hoses were filled with sand and oils. I requested again to wipe out the water from these places. I also found mud in the under body of the car which means that they didn’t even did an underbody wash. While I asked the service advisor about it, he said that they have the facility for under body wash and if I want to see the facility; he would show me the facility. If Lathangi Ford has the facility, then why didn’t he wash the under body of the car properly?

The fog lamp was not fixed properly. At the time of service delivery, I asked why it is not done. Then he said that he forgot it. Then he said I need to replace the complete fog lamp set with additional cost of 3000/- which he didn’t inform me till the delivery time. If he was aware of that issue, why didn’t he inform me in advance or during job order time? It is very sad to know that Ford authorized service station like Lathangi Ford can’t fix even a fog lamp!!! Ford Service Advisor also said that Ford makes spare parts only for the latest model and so the spare parts for my 2.75 year old car will not be available at all. That is very disappointing for me.

The A/c cooling problem was also unattended but they didn’t forget to charge for A/c Filter, air cleaner, etc in the Invoice. I am not sure whether they might have replaced or not replaced.

The cup holder was not fixed; it got fixed only when I requested to fix at the time of delivery. I know that fixing a cup holder will take only 1 minute. But it is very sad to notice that they didn’t even do that also (which means they are not least bothered about customers)

He also mentioned that he did Wheel alignment and wheel balancing. But the overall work is not satisfactory because my issues are remaining even after the service. While I asked about these matters, service advisor said that he is new to Lathangi Ford (he told he joined 1 month back) and having less experience with ford cars. While hearing his words; I was completely disappointed. I thought that service advisor could take care of my issues during service. He charged a service Bill amount of 7976/- for the whole Service. That means he tried to meet his Cost Estimation but he failed to solve my issues and failed to deliver the car at the promised time!!! There was no reason for delay from his side. This is very bad. Now I realized that I did a mistake by giving my car for service in Lathangi Ford. My paid service is not done as per my satisfaction.

On 20-Feb-2010, Divya from Lathangi Ford called me for a feedback of my service. She asked me to visit again for checking the complaint. As per her suggestion, I went to Lathangi Ford on 24-Feb-2010 morning. They introduced me with a new service advisor as per my request (I explicitly told Divya that I dont want to meet the old service advisor). But the new advisor consulted with old advisor.The new advisor also cant solve my issues.He told that I need to replace the Break pad, break disks. The A/c is leaking so some parts needs to be replaced (with an estimate of Rs.7000/-). While I contacted service engineers who work in Ford Service station kerala, they said that there is no need to replace all these components.That means that Lathangi Ford is only interested in money..not the customer satisfaction..

So dear Ford car owners, please avoid the service from Lathangi Ford. They are the biggest froad in Karnataka.

I am happy with the Ford car. I got a very good service from their previous ford dealer Cauvery Ford. Unfortunately they closed down 🙁