[Resolved] Ford — Cheating consumers on Extended warranty | |||
This is the mail I had writen to the predidents Desk of Ford India seeking clarifications on the extendedd warranty and requesting him to direct his ervice stations to repair the vehicles in the extented warranty Dear Mr Michael Boneham I have been a Ford user for the last 6 years and have enjoyed driving your vehicle. I have had a Ford IKON and now a Ford Fiesta and have enjoyed every bit of having these vehicle's but have always been disappointed at the customer service and Ford being sensitive to customer needs. It's very unfortunate that the first correspondence with you has to be in a nature of complaint . But it is after a lot of frustration and follow ups with your Customer care and service executives at Bhavna Ford that I have been forced to write this note and would seek your help in a favourable resolution of the same The issue on hand is , the vehicle which I own ( Ford Fiesta MH 02 BP 1662 ) , is under extended warranty with Ford India and has been driven for around 38 000 kms .. It is regularly been serviced at Bhavna Ford Kalina and I have agreed to every repair /replacement of parts as needed from the time I have purchase the vehicle. The last service I had , I was asked to replace the Clutch assembly and the suspension and I was told that the Clutch is not a part of the Extended warranty and while the shock absorbers would be covered but the link rods would not be covered as a part of the assembly. I got in touch with Ford Cust care on 5th March and after repeated reminders they came back saying that while shock absorbers are covered as a part of extended warranty , link rods are covered only till 20 000 kms . So I asked them to tell me ,where in the extended warranty is it written that link rods are covered till 20000 kms . They have been unable to explain me that till now . Sometimes they call it a wear and tear item , sometimes they say it is covered till 20000 kms and today , Customer care sends me a document which states even the shock absorber is a wear and tear item and hence is not covered under extended warranty. I have failed to understand the logic for the same and I am left with no choice but to think that Customer care is confused and does not know what it is talking about. I do not want to yet think that Ford India is cheating the customers by way of charging this extended warranty. To bring to your notice , I have driven a ford vehicle for over 6 years and have never faced any problem in the Ford IKON . In the Fiesta which is just over 2 years old , I have replaced the clutch for about 4 times i.e every 10000 kms .My driving is not off road but in the city of Mumbai and you will appreciate that a person who drives daily cannot be so bad that he has be replacing his clutch every 6 months. This gives me an impression either the parts currently used by ford are not of a good quality or the workmanship of the service station is not right. Either ways as a customer I am harassed and my cost of ownership is increasing. I have been a loyal customer of Ford till now , understanding the quality of the vehicle being offered, but for the last two years inspite of being serviced at an authorized service station, it still does not provide a pleasurable owning experience I solicit your help and cooperation in resolving this stalemate. I seek your help in asking the customer care to take care of repair and instruct the service station to repair the vehicle at no extra cost to a loyal Ford Customer. This mail had been written by me post the follow up done wth the service station and the customer care of Ford. Even after repeated followus the only response i get is as given beolw . even when i ask specific questions 1) What does the extended warranty certificate say about the suspension parts being covered? 2) Till how many Kilometers would be shock absorber and the Link rods and track rods which are major parts of the suspensions be covered ? 3) What would the Shock absorbers , link rods and track rods be categarised as for the purpose of extended warranty? The only respose i get is "This is subsequent to our earlier correspondence regarding your vehicle bearing registration number MH02BP1662. We had received relevent information from our dealership and discussed with our regional team regarding the concern raised with us. Further to our telecon we had with your goodself on 13/3/2012, necessary clarification had been provided to you regarding the concern raised with us and also about the warranty policy on the wear and tear parts. We regret to inform you that we will not be in a position to accede your claim to replace the parts (link rod and track rod parts) under warranty. We request you to contact our dealership and fix up an appointment at the earliest before any consequential damages to the related parts. We would ensure that our dealership will carry out quality repair works in your vehicle post your approvals and we had instructed our dealership to provide necessary assistance to you in this regard. Trust your understanding in this regard. Please feel free to contact Mrs Shreya Kamath Dcrc service on [protected] / us for any further clarification or assistance. Thanks & Regards Deepak. N FIL-Customer Relations Toll Free No[protected] BSNL/MTNL[protected] Add STD code of your state capital. " Is there no way that this cheating tactics of Ford be controlled. Was this information helpful? | |||
Aug 13, 2020 Complaint marked as Resolved | |||
 1 Comment | |||
Comments
Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good
a company is at responding and resolving complaints by granting from 1 to 5 stars for each
complaint and then ultimately combining them all for an overall score.
Read more
Read more
24%
Complaints
1694
Pending
0
Resolved
398
View all 1694 Ford India reviews & complaints
+91 44 2455 1500 (Corp. Office South)
+91 22 6702 4300 (Corp. Office West)
+91 33 6454 0374 (Corp. Office East)
S.P. Koil Post, Chengalpattu, Tamil Nadu, India - 603204
View all Ford India contact information
From: Dean Dmonte
Sent: Thursday, April 05, 2012 4:35 PM
To: 'President's desk, From (.)'
Cc: [protected]@planetfordindia.com; [protected]@planetfordindia.com; [protected]@planetfordindia.com; [protected]@planetfordindia.com
Subject: FW: Reply from Ford India[protected]
Forgot to mention that once again I have further landed myself in deep trouble ( got carried away) by renewing my extended warranty by recently paying almost `18000/- cause I can already fore see the answers / responses that would come forth in case I do face issues, wherein my warranty amount would be dead amount and I don’t know what costs will I have to shell out for repairs without getting benefits of warranty taken. I am sure you understand where I am coming form ?
From: Dean Dmonte
Sent: Thursday, April 05, 2012 4:23 PM
To: 'President's desk, From (.)'
Cc: [protected]@planetfordindia.com; [protected]@planetfordindia.com; [protected]@planetfordindia.com; [protected]@planetfordindia.com
Subject: RE: Reply from Ford India[protected]
Dear Deepak
You guys at Ford & Dealers are well hand in glove and know how to give standard responses to your Customers fooling them all the time every time.
I am once attaching my response sent to the dealer( Ref attachment 2) which was forwarded to you. I have clearly stated my grievance which you very coolly delete and re send to me (Ref attachment 1 ) you have ignored my response and fail to answer. I really wonder if the Customer ever finds a resolution with you people???
As already mentioned in my note with the monopoly of just having 02 dealers we as Customers are at their mercy having no options but to go with them and carry on with losses. Very unfair this is day light robbery to Customers.
Totally dissatisfied Customer who has been taken for a ride…… Dean
From: Deepak, Nagaraj (N.) [mailto:[protected]@ford.com] On Behalf Of President's desk, From (.)
Sent: Thursday, April 05, 2012 4:05 PM
To: Dean Dmonte
Cc: [protected]@planetfordindia.com; [protected]@planetfordindia.com; [protected]@planetfordindia.com; [protected]@planetfordindia.com
Subject: Reply from Ford India[protected]
Dear Mr. Dean Dmonte,
This is subsequent to our earlier correspondence regarding your vehicle bearing registration number MH12FU8683.
We understand from our dealership that they had provided necessary clarification to you regarding the sunglass concern in their mail dated 19/3/12. We request you to find the attachment. We request you to contact our dealership for any further clarification or assistance.
Please feel free to contact Mr Raeburn B.Fernandez Service GM on [protected] / us for any further clarification.
Trust your understanding and co-operation on this.
Thanks & Regards
Deepak. N
FIL - President's Desk
Toll Free No[protected] BSNL/MTNL[protected] Add STD code of your state capital.
________________________________________
From: Dean Dmonte [mailto:dean.[protected]@idea.adityabirla.com]
Sent: 04 April 2012 10:58 AM
To: President's desk, From (.)
Cc: [protected]@planetfordindia.com; [protected]@planetfordindia.com; [protected]@planetfordindia.com; [protected]@planetfordindia.com
Subject: RE: Reply from Ford India[protected]
Dear Deepak
Very disappointing, in fact a very dissatisfied Customer and did not expect this from a company such as Ford. I think it’s just hitting against a wall here where no one seems to, or rather want to understand the Customer’s plight including the Dealers / Service Station which you can just count them on your fingers in fact it’s not hard is it? I think it’s just about 02 of them here in Pune and this is what is giving Customers a nightmare not knowing whom to approach un like my previous experience with my Maruti Car. What I am trying to say here is there is no dearth Of Maruti Service Stations they are so easily available, approachable and I think that what makes the difference, I really consider the date I purchased my Ford Card as the most misfortunate one. I spoken to a couple to friends around and they all were of the same opinion.
I am yet again adding one more incidence I have taken up with you so called Authorized Dealers whom I am yet to receive a satisfactory reply from them. Attached mail for your ready reference.
Regards
Dean
From: Deepak, Nagaraj (N.) [mailto:[protected]@ford.com] On Behalf Of President's desk, From (.)
Sent: Wednesday, April 04, 2012 10:27 AM
To: Dean Dmonte
Cc: [protected]@planetfordindia.com; [protected]@planetfordindia.com; [protected]@planetfordindia.com; [protected]@planetfordindia.com
Subject: Reply from Ford India[protected]
Dear Mr. Dean Dmonte,
This is subsequent to our earlier correspondence regarding your vehicle bearing registration number MH12FU8683.
We had received relevent information from our dealership and we had a detailed discussion on your concern with our regional team and we understand that the clutch failures were due to wear and tear purely due to overriding, since this in not in any manner related to the material defect or manufacturing process.
We also understand from the trailing mails that Ms. Srividya from customer relations had provided necessary clarification regarding the same and we regret to inform you that we would not be able to support you in this regard.
Please feel free to contact Mr Raeburn B.Fernandez Service GM on [protected] / us for any further clarification.
Trust your understanding and co-operation on this.
Thanks & Regards
Deepak. N
FIL - President's Desk
Toll Free No[protected] BSNL/MTNL[protected] Add STD code of your state capital.
________________________________________
From: Dean Dmonte [mailto:dean.[protected]@idea.adityabirla.com]
Sent: Monday, April 02, 2012 10:02 AM
To: President's desk, From (.)
Subject: RE: Reply from Ford India[protected]
Dear Deepak
It was a pleasure once again to receive this message, which goes to show that there is a positive sign from Ford to resolve Customer Issues.
My contact details have not changed, it remains the same [protected]. Not sure how I missed your calls. As far as my concern it remains the same mentioned in my message below looking forward to an early resolution.
Regards
Dean
[protected]
From: Deepak, Nagaraj (N.) [mailto:[protected]@ford.com] On Behalf Of President's desk, From (.)
Sent: Saturday, March 31, 2012 12:34 PM
To: Dean Dmonte
Subject: Reply from Ford India[protected]
Dear Mr. Dean Dmonte,
This is subsequent to our earlier correspondence regarding your vehicle bearing registration number MH12FU8683.
We are in receipt of your mail and noted down the contents.
We tried to contact your goodself in this number [protected], but could not able to complete the call (Ringing - No answer @ 3:56 PM on 29/3/12 & today, number no ringing no response @ 12:20 PM). Hope you were busy with some important assignments.
We request you to provide your contact details for our future correspondances and also we request you to mail us the present concerns which will help us to take it further along with our dealership.
Please feel free to contact us for any other clarifications /assistance.
Assuring you of our best services and continuous support at all times.
Thanks & Regards
Deepak. N
FIL - President's Desk
Toll Free No[protected] BSNL/MTNL[protected] Add STD code of your state capital.
________________________________________
From: Dean Dmonte [mailto:dean.[protected]@idea.adityabirla.com]
Sent: Tuesday, March 27, 2012 4:26 PM
To: President's desk, From (.)
Subject: RE: Reply from Ford India[protected]
Thanks Abesheikh for this prompt response on behalf of your MD - Michael, I see the positive attitude Ford has in taking this up.
Regards
Dean
From: Abesheik, H (H.) [mailto:[protected]@ford.com] On Behalf Of President's desk, From (.)
Sent: Tuesday, March 27, 2012 4:13 PM
To: Dean Dmonte
Subject: Reply from Ford India[protected]
Dear Mr.Dean,
Thank you for contacting Ford India. We are in receipt of your mail addressed to our Managing Director.
We appreciate the time you have taken to write to us regarding your vehicle bearing the registration number MH12FU8683. We have noted down the contents of your mail and we are aware that you had also contacted our customer relations department. We have already taken up the issue with the Dealership concerned as well as Regional Service Manager.
We would revert back to you after we receive relevant information and updates from our Dealership or Regional Service Manager.
Please do not hesitate to call us or mail us for any further assistance, we would be pleased to be of service to you.
Assuring you of our best services and continuous support at all times.
Thanks and Regard,
Abesheik.H,
FIL - President's Desk,
[protected] BSNL/MTNL[protected] Add STD code of your state capital
________________________________________
From: Dean Dmonte [mailto:dean.[protected]@idea.adityabirla.com]
Sent: 27 March 2012 03:15 PM
To: President's desk, From (.)
Subject: FW: Reply from Ford India[protected]
Dear Michael Boneham
My name is Dean D’monte and I am writing this mail to you hoping you will be able to help me out here.
I am sorry to trouble you with this considering your busy schedule . You will understand my grievance which I was hoping to get resolved at the ground level itself . Since I was not satisfied with the response I have forwarded the mail to you.
Looking forward for a positive response from you.
Regards
Dean
[protected]
From: Dean Dmonte
Sent: Wednesday, March 14, 2012 10:47 AM
To: 'Customer, Care (.)'
Cc: [protected]@planetfordindia.com; [protected]@planetfordindia.com
Subject: RE: Reply from Ford India[protected]
Dear Vidhya
As already explained to you in my mail I disagree as this should not be the case for a new vehicle considering the age of vehicle. This is purely due to the fault in the material which was not able to support and hence the break down.
I would be forced to take this up in an open forum through social net working / other means and get in various customers / users feedback and put forward my findings to support my case.
Regards
Dean
From: Sri vidya, Balaji (B.) [mailto:[protected]@ford.com] On Behalf Of Customer, Care (.)
Sent: Wednesday, March 14, 2012 10:32 AM
To: Dean Dmonte
Cc: [protected]@planetfordindia.com; [protected]@planetfordindia.com
Subject: Reply from Ford India[protected]
Dear Mr.Dean,
This is subsequent to our earlier correspondence regarding your vehicle bearing registration number MH12FU8683.
We once again regret to inform you of our inability to support you on your claim as the failure noticed was observed due to wear and tear & overriding, since this in not in any manner related to the material defect or manufacturing process we would not be in a position to support the replacement under the purview of warranty.
We also tried to contact your goodself in this number [protected], but could not able to complete the call (Ringing - No answer).Hope you were busy with some important assignments.
Request your understanding in this regard.
Thanks & Regards,
Sri Vidhya
FIL - Customer Relations
Toll Free No[protected] BSNL/MTNL[protected] Add STD code of your state capital
________________________________________
From: Dean Dmonte [mailto:dean.[protected]@idea.adityabirla.com]
Sent: 13 March 2012 17:21
To: Sri vidya, Balaji (B.); Customer, Care (.)
Cc: [protected]@planetfordindia.com; [protected]@planetfordindia.com
Subject: FW: Reply from Ford India[protected]
Dear Vidhya
Awaiting response….
Regards
Dean
From: Dean Dmonte
Sent: Monday, March 05, 2012 4:18 PM
To: 'Customer, Care (.)'
Cc: [protected]@planetfordindia.com; [protected]@planetfordindia.com
Subject: RE: Reply from Ford India[protected]
Dear Vidhya
Thank you for your prompt response.
Even before I wrote this mail I was given the same response from the dealer. I was also told that one should avoid keeping ones leg on the clutch while driving, to be used only for gear changing. Why would I constantly keep my foot on the clutch in the first place? And the only time the clutch is used other than for changing gears would be in heavy traffic, which knowing Pune conditions one cannot avoid. Especially when the traffic is flowing back to back. I am sure Ford has taken this into consideration to overcome these normal conditions. In my case particular I do not see this and hence due to the faulty part had to go through this ordeal and shell out such huge amounts to rectify.
Further if you go through my mail I have clearly mentioned that I am not a new driver i.e being driving for almost 15 years now. The best way out here is what I felt Ford is doing is to easily point out to over riding ??? I am sure Ford at times should take ownership of faulty material as there could be instances of such occurrences which leads to the issues. As far as overriding goes I strongly differ as this is not the case as I did not face a situation where I had to override. Hence I am not convinced with the justification given by you.
Regards
Dean
From: Sri vidya, Balaji (B.) [mailto:[protected]@ford.com] On Behalf Of Customer, Care (.)
Sent: Monday, March 05, 2012 3:52 PM
To: Dean Dmonte
Cc: [protected]@planetfordindia.com; [protected]@planetfordindia.com
Subject: Reply from Ford India[protected]
Dear Mr.Dean,
This is subsequent to our earlier correspondence regarding your vehicle bearing registration number MH12FU8683.
We understand from our dealership that the concerns in your vehicle had been attended and delivered, we would like to bring to your notice that with regard to the clutch system the wear pattern completely depends on the driving conditions and usage, we also had a detailed discussion on your concern with our dealership and our technical team and we understand that the clutch failures were due to wear and tear purely due to overriding, since this in not in any manner related to the material defect or manufacturing process, we regret to inform you that we would not be able to support you in this regard.
We also tried to contact your goodself in this number [protected], but could not able to complete the call (Ringing - No answer).Hope you were busy with some important assignments.
Trustyour understanding and co-operation on this.
Thanks & Regards,
Sri Vidhya
FIL - Customer Relations
Toll Free No[protected] BSNL/MTNL[protected] Add STD code of your state capital
________________________________________
From: Aarti, Goyal (G.) On Behalf Of Customer, Care (.)
Sent: 01 March 2012 15:09
To: 'Dean Dmonte'
Subject: Reply from Ford India[protected]
Dear Mr.Dean,
Thank you for contacting Ford India.
We appreciate the time you have taken to write to us regarding your vehicle bearing the registration number MH12FU8683. 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[protected]
Assuring you of our best services and continuous support at all times
Thanks and Regards,
Aarti Goyal
FIL-Customer Relations
Toll Free No[protected] BSNL/MTNL[protected] Add STD code of your state capital.
________________________________________
From: Dean Dmonte [mailto:dean.[protected]@idea.adityabirla.com]
Sent: Thursday, March 01, 2012 12:00 PM
To: Customer, Care (.)
Cc: [protected]@vsnl.net
Subject: Ford Diesta Stalled - MH12 FU8683
Dear Customer Care Executive
I would like to put on record the recent problem I faced with my Ford Fiesta which just about completes 02 years of purchase. Considering the age of the car I was surprised to having being faced with the issue.
Yes on 28-Feb-2012 my car had stalled on my way to office. Called up Customer Care Planet Ford and this was very well handled, totally satisfied with the excellent service. I must appreciate the way the car was towed to the Service Station, i.e the sophisticated crane which was used. The team had a look at the car and had found out the Clutch was totally damaged and needed replacement. The same was replaced serviced and handed over to me yesterday.
What was very disheartening to note that I had to face with this unfortunate situation, considering the life of the vehicle. Further this has really taken me by surprise when I had to make payment of `9175/- towards replacement / repairs carried out. Further I would like to mention that previous to this car I was driving a Maruti Zen for 10 years and did not face any incidences of breakdowns. I was expecting the same, in fact better experience considering the make of car. But this has changed my opinion totally.
What I am looking for here is support from your team to please investigate as to why this happened? And also to be compensate the amount spent. I am attaching the invoice giving details and also customer information sheet for your reference.
Thanking you in anticipation and looking forward for a positive response from you .
Regards