Ford India — Refund

Address:

Mumbai City, Maharashtra, 400050

Sir,
I the undersigned do hereby state as under:
That i had purchased vehicle being ford eco sport titanium optional diesel model bearing reg. No. Mh – 02 / dj - 7589 & vin no. Majaxxmrkaet54478 from your dealer s c ford goregaon (West), mumbai on 11th may, 2014.
That it is shocking as well as surprising as to why my request regarding refund of rs. 17, 822/- (Rupees seventeen thousand eight hundred twenty-two only) collected against two years extended warranty and rs. 16, 451/- (Rupees sixteen thousand four hundred fifty-one only) collected against annual maintenance contract w. R. T. Ford eco sport titanium optional diesel model bearing reg. No. Mh – 02 / dj - 7589 & vin no. Majaxxmrkaet54478 was put to deaf ears & left unresolved for the best reasons known.
Let me say that at the back of my mind i always had the image that ford as a thoroughly professional & trustworthy company globally but this has proved to be wrong in india with the ugly experience faced by me at all my services till date at s c ford for which i have regret from the bottom of my heart.
I once again place on record with great pain & grief that my vehicle ford eco sport titanium optional diesel model bearing reg. No. Mh – 02 / dj - 7589 & vin no. Majaxxmrkaet54478 has been mishandled & damaged since the first service itself at your registered s c ford goregaon (West), mumbai service station i. E. My steering horn leather cover plate with the ford logo on it & so also the colour of my driver seat door had been damaged & this very fact has been bought to the notice of mr. Sunil & rahul who were on the said job of service, i have further placed a complaint to that effect in writing and that the said issue was also bought to the notice of the ceo of s c ford mr. Singh.
I have also written about my crude experiences in your feedback forms as well as intimated the same to your customer service response call back executives on their respective phone calls but no recourse.
In view of the above uncalled for ugly experiences, i had lost trust in your after sales services hence i by my registered letter dated 5th april, 2015 calling upon your company to refund rs. 17, 822/- (Rupees seventeen thousand eight hundred twenty-two only) involuntarily forced to be paid by me at the time of delivery against two years extended warranty as i did not wish to avail the same in view of the inconveniences & hardships faced by me at the time of preliminary services itself at s c ford.
That one ms. Shreya was deputed to handle my said complaints at the service center who conducted the repairs of the said damages caused to my car, she also requested me not to discontinue the extended warranty. Further ms. Shreya also offered me an four year annual maintenance contract @ rs. 18, 404/- (Rupees eighteen thousand four hundred four only) with an further assurance that such service related issues would not be repeated in future.
That relying on her assurance i, immediately paid a sum of rs. 18, 404/- (Rupees eighteen thousand four hundred four only) through my credit card on 7th july, 2015.
That after a few days later i happened to visit the service center as major of your cars were re-called for suspension related issues where upon i came across a chart put up on the service center wall under caption periodic maintenance service charges for service price promise (I do possess the snap shot of the same), wherein the respective charges against ford eco-sport diesel are mentioned as given below:
10, 000 kms. Rs. 1, 855/-
20, 000 kms. Rs. 4, 464/-
30, 000 kms. Rs. 4, 832/-
40, 000 kms. Rs. 4, 634/-
Total :- rs. 15, 785/-
That even though your periodic maintenance service charges chart service price promise shows a total of rs. 15, 785/- (Rupees fifteen thousand seven hundred eighty-five only). I was shocked & surprised as to why i was charged an exorbitant amount of rs. 18, 404/- (Rupees eighteen thousand four hundred four only). I strongly felt here cheated & fooled and further more your slogan ‘no surprises know your exact service price’ appears totally misleading for loyal customers like me.
That i brought this to the notice of ms. Shreya and asked her for an explanation for such a dual standard of pricing policy with me. I, even asked her whether i should put the said complaint in writing, but again she pleaded me to have patience and that she would make good the loss but to my surprise & dismay i only received a refund of only rs. 1, 953/- (Rupees one thousand nine hundred fifty-three only) that too against the first service charges already paid by me in may 2015.
Thereafter i regularly followed up with ms. Shreya for the refund but she on one pretext or another kept on postponing the said issue with an promise that the loss shall be made good & that i shall receive the said refund.
That finally tired with the same answers given by ms. Shreya i forwarded a mail, once again requesting refund of rs. 17, 822/- (Rupees seventeen thousand eight hundred twenty-two only) collected against two years extended warranty and rs. 16, 451/- (Rupees sixteen thousand four hundred fifty-one only) collected against annual maintenance contract w. R. T. Ford eco sport titanium optional diesel model bearing reg. No. Mh – 02 / dj - 7589 & vin no. Majaxxmrkaet54478 addressed to your esteemed company, but again to my shock, surprise & dismay i received an ugly & rude reply that my monies could not be refunded.
Moreover i once again repeat & place on record that i have not as yet completed my two year regular warranty period and therefore i have neither availed the said benefits of the said extended two year warranty as it commences from 10th may, 2016 nor have i availed a single service benefit against the said four year annual maintenance contract after making the said payment on 7th july, 2015.
Finally i once again call upon you to kindly arrange for the refund of rs. 17, 822/- (Rupees seventeen thousand eight hundred twenty-two only) collected against two years extended warranty along with rs. 16, 451/- (Rupees sixteen thousand four hundred fifty-one only), collected against the annual maintenance contract w. R. T. Ford eco sport titanium optional diesel model bearing reg. No. Mh – 02 / dj - 7589 & vin no. Majaxxmrkaet54478 at the earliest under intimation to me & make good the loss of the damages caused to me.
That even after this final notice, if my above listed complaint is not given a patient hearing, i shall be constrained to move the competent forum / court for redressal, completely at your risk, cost & consequences which kindly note.
Thanking you
-sd-
(Jagdeep s. Shah)