Ford India — grievance with ford roadside assistance

Address:

Ford India

Hi,

We were traveling from thirthahalli (Shimoga dist) to bangalore on the 19th of september 2020. 50 kms from the starting point (10 am), the gearbox became unresponsive and was floating longitudinally between gears with no lateral movement. We immediately parked the car to the side of the road and called the ford roadside assistance toll free number. The call was handled by a representative named adarsh who collected all the details (Car model, regn year, chassis number) and the location we were stranded at. He then provided us another number and asked us to send him the location on whatsapp. After sending the location, adarsh informed us that we were 23 kms away from the cauvery ford service station in shimoga and told us that towing the car would cost rs.3500 which had to be paid immediately in order for him to mobilize the tow truck and roadside assistance. Adarsh then sent us a payment link and we completed the payment in 15 mins. The time now is 10.45. The fun starts now. We get a call from the towing company at 11.20 saying that the driver will be leaving soon and will reach our location in 90 mins.
Mind you, travelling a distance of 23 kms takes a maximum of 45 mins, but the tow truck does not arrives in 90 mins. It arrives at 1.15, a full 3 hours after the initial complaint was registered.in between the driver of the tow truck calls us and confirms the location and tells us he will be there soon without any confirmation of the time he will be arriving at the spot. But he misses the location due to miscommunication between adarsh at ford rsa and the tow truck driver.

The issue here is that, after providing all the details including the location from a place with patchy network, why was the information not passed on to the towing company and the driver (The location was not shared with the driver which would have reduced the time taken to reach us).
Is it not the responsibility of the representative to handle the grievance in an efficient manner even after paying the service fee in full (Rs.3500)?

I would like to get in touch with a senior management at ford india and have them handle this complaint.

I want reimbursement for the towing charges as a distance of 23 kms does not warrant a charge of rs.3500 especially after the sloppy way in which the complaint was handled by the rsa executive

Timings below:

First call to ford rsa - 10.05 am
Call back from towing company - 11.15 am
Tow truck finally arrives at - 1.15 pm

Complaint no - x[protected]ind
Telephone number - [protected]

Regards,
Elson martis