Ford India — harpreet ford - poor after sale customer support

Address:

New Delhi, Delhi, 10089

Hi team,
Hope all is well!
I am rohit kumar, owner of ford aspire - dl 11 ca *, which was bought on 2nd apr 2017 from harpreet ford, prashant vihar, new delhi.
This email is regarding the complaint of harpreet ford - moti nagar branch, where i have performed the insurance renewal for my car. The service quality and lack of information with custom representatives went very down the average and it led me down on "after-sale-response" from the harpreet ford team.

Please find the description of the issue in below details:-
1. March 2018, i went to harpreet ford - prashant vihar for my insurance renewal (I physically visited the showroom instead of performing a call), the representative out there told me that the insurance team is located at moti nagar so no information will be provided.
• sad with the response, they should have atleast noted down my number and would have arranged a call-back??? Do we care for existing customers, and do team believe in returning customers?? I believe "no".

2. However i got a call from harpreet ford - moti nagar for insurance renewal, and the new insurance was bought one the same day. No problem with the insurance renewal representative - she was very helpful on call, described everything patiently, helped to understand difference between two policies she was suggesting.
• good work here from the policy renewal support team.

3. The insurance renewal representative told me that a hard copy can be picked from harpreet ford - prashant vihar, i just need to call 10 mins before going there, and this all happen when i was trying to reach out to insurance department of harpreet ford while driving to prashant vihar showroom.

4. The main probelm went on 14th apr - with the main desk representative (Whosoever was available on[protected] and mr. Neeraj thakur (Who was the team lead - instructing a female representative from background).
Very politely i asked about the insurance renewal department and mr. Neeraj thakur told me of a call-back from concerned department which never came.
Upon my check after 30-40 mins, there was a female, who said me to call on a number - [protected], as the insurance department is somewhere with toyota (Which i never knew, nor is concerned, i know harpreet ford - from where i have bought the vehicle), however this number went busy for more than 1.5 hours and there was no call beck/response. I was standing in middle of nowhere, waiting for a good response in between of my home and prashant vihar.
Upon my 3rd call, the representative on[protected] didn't picked my call - i tried 3 time and it went un-attended for each time - testing my patience and bringing my temper to all good level. And when i changed the number and called from another phone, it was picked and when i asked why my phone was not picked on[protected] she said "number can be busy, or there was no one near the phone" which was actually not the case.
She was been instructed by "neeraj thakur" - and she talked very rude saying "sir, this is not the insurance department and we can't help if the number provided is not been picked up, you will need to see yourself for a solution". When i said, i just need your assistance to reach to the correct number - as for me the main desk of harpreet ford moti nagar is the main number to call, she denied to provide me anyfurther assistance. However as soon i asked for the person who was instructing her from background - she said "he is neeraj thakur - tl (Team lead)".

Well, these are the points that will guide you through the problem i faced today and it completely shows:-

1. Poor after sale service of harpreet ford moti nagar
2. Least/no experience representative sitting on main desk number - zero information to customers!!
3. Rude team leads, who actually don't want to mind the business which is out of their scope.
4. Least responsive team, they actually didn't bother, else won't have said "you need to find a solution yourself", where i am standing in middle of road during a summer-afternoon (The incident happened from 3:15-5pm on 14th apr)
I hope keeping in mind with the customer service and a good growth of ford india, team ford will think of a better way providing internal trainings to handle these situations.
We all work for "client first-motto", and it should be reflected with our approach and work, which will be always appreciated.
Happy to discuss this further on call/ face-to-face if required, but really sad to refer any friend to visit harpreet ford for any new vehicle or expecting any service.

Thanks for your attention to my points and complaint,
Rohit kumar