Ford India — Quality of part and integrity of staff

Address:

Faridabad, Haryana, 121003

With reference to complaint number:[protected]
Soon after my car was serviced at your V Go Ford Service station 2 weeks ago, the clutch started giving me trouble. On returning to the service station, I was told the clutch needs to be changed and is not under warranty as its wear and tear. However, at my last service I was told that there was a problem with the clutch and that they were doing adjustments.

The Key Concerns that arise here are:

1. The car has only been driven 39000 kms in the city and needs such major repairs, which indicates either there is a usage of inferior quality components in the car or the car is being tampered with while servicing. Both of which is dangerous for me.

2. Subsequently, on taking it to the service station I am told the clutch needs to be changed which would cost me Rs 10000 as it is the cars wear and tear and thus not covered under warranty. I would like to mention here I drive my cars myself and am very particular about the timely servicing and is kept in pristine condition, which you can see from my past records, And that my last car was an 8 year old Honda which was sold in an immaculate condition and I never received a problem like this with it. I would like to re-iterate- the problem of substandard quality or incapability of service staff.

3. On escalating the matter, I am sent an invoice of Rs 44000 instead the earlier disputable Rs 10000 as cost of repairs as they had to change other parts- something I was not asked or informed of before they made such "repairs". Then I am told, they will compensate by paying Rs 24000 out of goodwill and I have to pay the balance Rs 20000- Where the work initially had to be done in Rs10000.
The costs of clutch is given on following website is given for the petrol version (that I use) as 3676 and for diesel version as 9188. (Source:http://www.mycarhelpline.com/index.php?option=com_latestnews&view=detail...⇄
Which raises further concern over your Integrity and competence- not being able to assess the problem even after the service or trying to take advantage of the situations of customers keeping busy in their professional lives and willing to pay any amount when it comes to our safety.

4. All my concerns contradict your slogan on low maintenance cost and every vehicle undergoing 169 quality checks.

Harassment to Customer(especially females):
5. On taking the car to the service station my mother was told by the General Manager Mr Jasraj that the problem will be fixed in half an hour, after which by the Mr Navin, the service representative that it will take upto an hour. At 1 PM( having already been waiting since 11 AM) she was told that as it was all the staff had gone for lunch, they will fix afterwards. At 1:30 PM, My mother left, after which she got a call again at 4 PM to come and check the problem as they had mentioned that a picture of the parts and the car to be sent to Ford for investigating into the matter and ascertaining their liability. However, when she arrived, the car was jacked up and was opened up, the parts being taken out from the car.Then was showed 2 parts and told there was a problem with them, when my mother asked how she was assess not being an engineer herself, Mr Jasraj stated he would show her the new parts so they could make out the difference and disappeared for 30 minutes, after which my mother decided to leave.
The service station staff know that it is not a place frequented by women, with drivers sleeping in the waiting lounge and rather than making us feel more at ease they only make us more uncomfortable by making us wait these unacceptability long hours in such a place. With the progressing laws and ways towards women, I would like for your staff to be more sensitive responses towards women. And unlike the other drivers that wait there we have other matters to tend to and that is why only go when there is problem(which is often) and have been called to check or to drop off the car for service.
The ordeal at the service station at every service always leaves me distressed. Which is the main reason for customers avoiding private service centers which charge less than the company service stations. However, this has proven not only troublesome but increasing my anxiety over the dangers of a possible car failure any minute.

Rather than me having to constantly having to call you and write to you, such crucial troubles with the car at such an early stage should have been reported to you by your service center.


Unfortunately, this is NOT my first complaint(Previous complaint Ref#[protected] regarding the quality of the car products as well as service offered by the V Go Ford service station in Faridabad(all the problems regarding the customer service still persistent), in the short span of 2 years of owning the car. I would like for you to investigate into the matter and would like the car to be re checked by a competent service station for any other problems with the major parts and engine that may put my safety in jeopardy.

I would appreciate if you could escalate the matter. As while purchasing an upscale car from a multinational automaker as yours we had expected hassle free driving experience as well as service from your end.