[Resolved]  Ford Figo — Ford Figo got burnt by itself

Address:

Hyderabad, Andhra Pradesh

My car, Ford Figo, got burnt by itself at 4:30 AM, 27th Feb 2011.
The response from Ford post inspection is abstract and disappointing, and they blame 'external factors' for the incident, without being exact. We think this is outcome of a manufacturing defect and would like a complete replacement and suitable compensation. Please find the original complain and the response and also the burnt vehicle pictures:

<Quote: Original Complain>
Date: 28.02.2011.
To:
Customer Complaints Cell,
FORD INDIA
Marimalai, NGR, Chengalpet, Chennai-600 087.

Sub: My Car FORD FIGO, caught flames by itself
I request you to take note of and a decisive action towards this very serious accident that occurred with my car, a Ford Figo (Reg # AP28-DV-4383) Chassis No: AM36231.

On 27th Feb 2011, at 04:30 hrs in the morning, I was awakened to the sounds of something burning and to my utter horror found that my car was up in flames. You must know that I had bought this car barely 4 months back. Like always, the car was safely parked away in the shed, away from any kind of inflammatory objects. It had been running sound, without any kind of noticeable malfunction even just 20 hours before the incident, when I had last taken out the car. We have been hearing about such accidents happening to various other cars, but hadn't even dreamt that our car would meet a similar fate.

All said, here are two very urgent points:

1) I am very very dependent on my car, and I expect the response from Ford engineers and executive who I assume will have to do an inspection as to the cause of incident, to be as quick as possible to fix my new found handicap
2) Though I am pretty confident on how liable Ford as a company is towards what has happened, the least I would be expecting is a complete replacement, over which I am entitled to with an apology and suitable compensation for all the trauma and mess this has caused. It was nothing less than God's grace that such a thing didn't happen when me or my family were in the car or that the fuel tank didn't burst away, before we were able to put off the flames completely. I can’t even begin to imagine what a terrible accident it could have gotten then.

I had bought a Ford car, not just for what I had heard about its quality and popularity, but also for the promised excellence in customer care and service. I would like to keep the good-will relationship intact and certainly hope that I wouldn't be required to go seek the help of law and the media to make my voice heard.

With all due regards, I seek your sincere and satisfying help to retain what has already been lost, which includes not only the car, but also the trust.
Thanks in advance,
Zameer Ahmed
Manager(HS)
National Academy of Agricultural Research Management
Rajendernagar, Hyderabad-500 407

<Unquote>

<Quote: Response from Ford>
Dear Mr. Imdad Ahmed /Mr.Zameer Ahmed ,

This is subsequent to our earlier telecon we had with your goodself
regarding your vehicle bearing registration number AP28DV4383.

Firstup we regret for the inconvenience with regard to the thermal event
that your vehicle had undergone.

We understand from our dealership that the vehicle had reported for the
said thermal event, further our dealership senior technical personnel
inspected the vehicle thoroughly on 28/02/11 during which it was
observed that the root cause of the thermal event was due to external
factors.

Further to reconfirm the status our technical person had personally
inspected the vehicle on 03/03/2011 and his inference on investigation
was similar to one that had been already carried out by the dealership
i.e root cause of the concern is not due to any manufacturing defect but
due to external factors.

We also understand that the vehicle has been fitted with non Ford
Approved fitment .We would like to inform you that we only recomend ford
approved accessories/parts for our vehicles the reason being,that these
are tested and validated as per specifications.If the vehicle is fitted
with any non ford approved accessories or parts it could cause serious
consequential damage to the car ,thus hampering performance and safety
of the vehicle also the warranty also becomes null and void in these
circumstances.

As there is absolute clarity that the occurrence of the incident is not
due to any manufacturing defect, we regret to inform you that we are
unable to support on repairs under warranty, we kindly request you to
provide approval to carry out repairs under paid basis, we further wish
to state that we would ensure that our dealership carry out quality
repairs on the vehicle as per the standard Ford repair procedure and
deliver the same to you at the earliest.


Request your understanding & Co-operation on this.

Regards,

K.A.Saravanan
FIL - Customer Relations
<Unquote>


Contact: Imdad / Zameer ([protected] / [protected])