Ford India — poor on road service
RaRajeshettumanoor on Dec 31, 2017
I don’t know whether it will fall….in to the deaf ears or a kind heart. But at least i will have the satisfaction that i have voiced my feelings……
We were travelling from kalyan to pune. Our ford eco sport developed a complaint on road at around 5:00 pm about 2 km away from kalamboli. None of the gears was working and we did not have any idea as it stopped all of a sudden on the middle of the road. This year in the month of may also the vehicle did not start one fine morning and later it was realized that battery had complaint. It t was purchased in last february 2016.in a year, the battery had a complaint, now in 1 and a half year the gear/clutch has some issue. We really doubt the quality of manufacturing too now. From then we called the customer care toll free number for on road assistance. Everytime we received variety of answers like, 'we will give you a number, you contact nearby mechanic, we will bring and drop the vehicle to pune etc... Etc... Neither a mechanic from ford was available nor they could give any assurance when the help can be provided. The area was not suitable for family to hold on at that time as it was surrounded by trucks and it was new year eve. It is the second time we are experiencing the same that no immediate help/solution is provided by the ford india. Finally they asked us to pay rs.7854 for dropping the vehicle at pune. It was told that the crane will come in 25 minutes. Sitting on the road side we paid the money online and then they told us it will take one and a half hour for the vehicle to come. As it was already 7:18 pm, we were not ready for it as there were 3 ladies inside without even basic necessities around. They should have immediately provided us help by taking the vehicle in custody and leaving us free.
The panvel service station was hardly 10 minutes away from the spot, still no person was sent from there stating that it is closed due new year. Then why should the ford company shows the tag of "24x7" on road service while purchasing the vehicle? Is this just a "market strategy???" even a panipuriwala sell panipuri made in dirty water by simply saying it is the best panipuri available in that area. Does the ford have no business or market value so that they have to sell it with a "fraud" tagline?
No doubt, the amount we paid should be paid back to us. But who will pay for the mental, physical and emotional stress that a 69 year old mother went through in the past 4 hours, a girl aged 14 who wanted to use the wash room but was not available there, a trauma of a man who has his mother, wife and a girl child with him standing on the side of the road surrounded by the trucks? If it would have been happened in a lonely area where no one could support us, imagine the plight. After all when we call for assistance, the people just ask us to hold on and that too last for 5-6 minutes with a reply, ’sorry, we could not contact the concerned person.’
Finally we ourselves called a crane from the very nearby area (Which ford service should have been done) and dropped the vehicle about 3-4 km away where a person known to us stay for his official work. At night we had to trouble them too for managing with our vehicle. Who is responsible for all these??? Of course we ourselves as we have blindly believed the false promise of 24x7 on road assistance given by ford india.
It was a pathetic conversation that was done by the toll free number and most of them attending the calls are not sure about what kind of a help should be provided.
They should have immediately provided us help by taking the vehicle in custody and leaving us free. They kept on saying they will send people in 25 min, but every time changed it in to 45 min, 1 and a half hour and all blah... Blah...
It was just a night mare and finally we reached kalyan in a hired vehicle at 10:30 pm. Now we are planning to give it back to the show room as we cannot take any more torture on road at night.
Great going ford……. Thank you for keeping customers engaged 24 x 7 for holding on the phone.
[Jan 01, 2018] Ford India customer support has been notified about the posted complaint.
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