[Resolved]  Ford India Pvt Ltd — Inadequacy of diagnosis, service and response from Ford

Address:

Gurgaon, Haryana

I, Vivek Kumar Gupta, owner of Ford Ikon Flair, DL 3C AR 1271, have the following details to furnish : Ford Ikon Flair Car purchased in : July 2006 Original battery ran till : 2012 (first battery change with one year warranty by Harpreet Ford, Gurgaon) Problems in starting of car : from end of 2012, and into 2013 (car towed into Harpreet Ford thrice, with other components getting replaced every time, and battery found okay as per Harpreet Ford ) Eventually, another dealer of Ford verified that the problem was with the battery in August, 2013. Battery replaced second time : September 10th, 2013 (with two year warranty as informed ; no warranty card issued), under discount ; old battery retained by Harpreet Ford, to partly cover for discount (offered due to past issues of poor diagnosis and delayed service provision ). Problems faced : Battery dead in April 2014, and replaced in warranty, with an assurance that the new battery should last two years (the period of warranty for sure) Further trouble : Since June 2014, problems of car needing to be pushed, or battery needing charging for start up creep up again, but service centre does not find any problems with the battery. September 12, 2014 : Car taken for six month service, and battery found dead again . Suddenly, the service centre changes stance and suggests that replaced battery came with one year warranty ( and not two years, as originally informed ) . And since warranty got over on date of opening of Job card, new battery needs to be again purchased by me (customer). Upon refusal to buy a new battery, old battery re-charged and provided as stop gap recourse. Queries: (a)Who answers for the cost and turmoil of tow-ins, pushing to start the car, delayed assessment of actual problem, faulty replacements of components as a hit and trial attempt? (b)Why is it so, that the original battery runs for 6 years, while Ford original spares covered battery, runs for 6 months on an average (this would be the fourth battery in two years, if changed) (c)Why is it that a call made to the customer care id on 13th September, had been answered by seeking more details, but no assurance, feedback, or redressal till the time of filing this grievance (when all status of complaints is online with the dealer) ? Seeking change in quality assurance, fault redressal, correct diagnosis first time, empathy towards customer and attitudinal changes ; and free replacement of battery as a small recourse for natural justice. Vivek Kumar Gupta