Ford India — repair and replacement of parts

Reference : my concern number is[protected] dated august 20 and connected correspondence

Vehicle bearing the vin maj1xxmrj1aj15453
Sir,
In my last e-mail dated 4th september 2017, i had taken pains to bring to your notice the shortcomings of your service workshop at patiala so that such like experiences are not suffered by other gullible 'valued' customers of yours.
I understand it may not possible to refund me the money fleeced by bhagat ford, patiala but curtsy demands that you be honest enough to acknowledge my letter, irrespective whether you agree or do not agree with contents. Any way i have done my bid as customer and its up to ford india to prevent slide in service standards of workshops particularly in cities of lower classification and semi-urban areas.
Regards
Col a s bindra (Retd)

Ps:- i am attaching copy of my last e-mail dated 04 sep 2017 for ready reference in case it has been missed out.
Dear sir,

Sequel to my last communication dated 29 aug 2017, i had taken my vehicle to harpreet ford workshop, moti nagar new delhi-110015 for re-inspection on[protected].

My complain to workshop was ' vehicle very noisy specially when running at low gear or at slower speed, exactly similar to one i made at patiala. (No mention was made about pms and repair work done at bhagat ford workshop at patiala).

The vehicle was taken out for road test by service engineer and after rudimentary visual inspection o[censored]nderbelly at workshop i was told that engine mounting pads are damaged and so are fan belts ; rear right tyre is damaged (Source of noisy flutter); i was also told that there may be some problem with wheel bearing but can only be confirmed after opening it up. Thereafter a detailed inspection was carried out by the service engineer and mechanics, a list of essential and non-essential repairs was prepared along with, all inclusive cost estimate for my approval and final preparation of job card (Invoice attached for ready reference). Vehicle was finally handed over to me at around 1700 hrs on clearance of bill totaling rs.13580/-. On my way back, i replaced the defective tyre with a new one and was pleased to return home fully satisfied with no regrets of spending rs.20, 980/- (Incl cost of two replaced tyres). Ride home was cushion smooth with no external or internal noise to distract. The harpreet ford did a thorough professional job. I wonder why such sequence was not followed by bhagat ford patiala. It could have saved me dual repairs and cost, not to mention harassment and mental agony.

This is no letter of appreciation but a comparative statement of two ford workshops. Personnel of all levels at ford workshops are expected to maintain high technical understanding and no sweet glib talk to lull the faith of customers and win them. Harpreet ford workshop lived upto the former ie quality of reliability wheras bhagat ford workshop at patiala was not found wanting in later attribute with a total unreliabity lackadaisical attitude coupled with technical competence no better than roadside garage.
With no visual link from well appointed customers waiting lounge to working bay in patiala workshop of ford one may wonder whether jobs listed in job card are actually carried out specially when it comes to replacement of "defective" parts. Replaced parts were not returned to me as is practice.
No local purchase procedures were followed; floor manager claimed to have purchased and fitted a new rear wheel bearing and a controller, charging rs.2300/- in cash from me. This has not been recorded in invoice even after my insistance. This speaks volumes about ethics and scruples prevalent in bhagat ford patiala.
Finally i would say, my faith in ford service stations had been badly shaken which has been salvaged to some extent by harpreet ford workshop at moti bhagat new delhi. However depending upon your response i maybe constrained to approach consumer's forum for harassing an ex-serviceman and a senior citizen.
Regards
Col a s bindra (Retd)

Ps: future communication may please be rendered only in writing.