Ford India — ford service centre- satyam ford thane west-freestyle clutch plate issue

Address:

Thane, Maharashtra, 400601

Hello,
Kindly note the details of incidence of concern number[protected]
I am a surgeon by profession and was going from thane city to nashik city for emergency surgery on 20/10/2019. I left at around 8 am in the morning and crossed kasara ghat on the way by 10am, following which the car started slowing down and stopped on a turn. Me and my wife had a very narrow escape from the speeding truck coming from behind as we managed to park the car on the side. When we called up for road side assistance, the representative took there own sweet time to get the information to us after 15-20 min that the towing will be done to nashik ford centre which will be shut till monday, will be attended by tuesday only and i will have to collect it from there itself. She also informed me that towing will be available after 1hr 30 min for which i will have to pay charges for every km after 50km and that ford personnel will come after an hour or so. I told them to tow it to thane satyam ford service centre asap for which i had to bear rs.2500/- which the towing person wanted immediately. We waited for 45-50 min in middle of nowhere in rains, to hire another cab to go for emergency surgery. Also the rsa personnel didnt inform us that they can arrange for the taxi service even after explaining her the emergency that we were facing. I had to bear the expenses from breakdown site to nashik and then return from nashik to thane in evening same day.
I had purchased the car on 1st july 2019 and got its 1st servicing done on couple of weeks back. It was there at satyam ford service centre, thane west for 8 days for body shop work. Even after the servicing, only bodyshop work was done satisfactorily but my other primary complaints were not resolved. Also i had notified the service centre in couple of days that there was some rubbing sound from the car while shifting gears following the servicing, for which they had booked my servicing for 20/10/19.
The representatives at thane service centre are not responding to our calls adequately since monday morning (21/10/2019). Since morning 10am we are just trying to get the information regarding the issue with the vehicle and they are just picking up calls and hanging up on us saying that their service team will get back to us which never happened. By 1pm we got the information from service manager mr gore, saying that they think its clutch plate issue (No particulars were mentioned about the issue) and have ordered new clutch plate from chennai, which will be arriving after 3 days and i will have to bear the expenses.

I want you to consider this issue on an emergency basis and escalate the matter to higher authorities at the earliest.
Kindly help me regarding the same.