[Resolved]  Ford India / Fiesta — Poor customer service

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