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