Ford India — Replacement of MRF tyres - FORD INDIA

Address:	Jalandhar, Punjab, 144003
Website:	www.india.ford.com

To whomsoever this may concern,

I would like to bring into your notice that recently I have experienced a pathetic display of customer service from your Jalandhar service team. I am owner of Ford Figo Aspire car whose vehicle no. is PB08 DE 0629. Car was purchased by me last year in December 2015 and is registered in the name of Akash Deep Sethi.

I was a happy customer of Ford until couple of weeks back. I went to service station for the second service of my car which had run little over 10000 Kms. I had problem with my wheel alighment issue and it was also giving noise and car was vibrating at the speed of 60-70 Km/hr. I informed this to service team long back and also have given written fedback to ford team about my wheel alignment issue in my 1st service itself. Despite this, nobody ever attended and checked the issue with tyres/wheel alignment and said to come some other time because of low bandwidth of staff.

So recently before my 2nd service, I came to know from my friend itself that this is a fault with MRF tyres and company is replacing it for the customers and I should visit Ford service station and get mine changed too. My friend got the tyres replaced free of cost and his car had run around 12000 km already.

The day I went to ford service station, I asked them about the tyre change policy and my friend was also there getting the tyres replaced free of cost. The service team then told me that they will change tyres of my car as well free of cost and I should pay a visit some other day as they were again busy on that day.

After few days, I called service team for an appointment on when I should come next but instead their service Manager - Mr. Sehdev was extremely rude with me on phone. First, he asked me to tell him about the name of staff who committed me ofreplacing my tyres free of cost even when my car had around above 10000 kms. He had no sense of talking to a customer. He was extremely loud on call and did not care about his customer. He kept asking for written proofs of any such commitment. Now, is this a way to talk to a customer? When a customer visit service station then he does not carry pen and paper with him to talk to service staff there. We only talk through mouth and am sure Ford knows this and trust their customers. If not, then there is seriously wrong with your customer service.

Now, service manager is telling me to pay 25% of fees for replacing tyres which were faulty right from the beginning when I purchased the car but I am not going to pay for the following reasons :

1. I was never informed by the service team to get the tyres replaced as soon as possible and under 10000 km for free. I was only informed through my friend who also got his tyres replaced free of cost.

2. I was first committed by your service team - Mr. Jitender and Mr Harsh from Jalandhar service team that they will replace the tyres for free of cost for me and then later denied of any such commitments which was shocking and a big lie on the face of customer itself.

3. The worst part was the way Mr. Sehdev who is so called Service Manager of Jalandhar service team, the way he talked to me on phone and was very loud and extremely rude while talking. He did not even care when I said I will write a complaint against him to Ford and said that "Go ahead, do it". He has completely harassed me and I feel sorry that I bought a car from Ford and regretting my decision and will now say this to everyone if my request is unheard even by top management.

If there is still customer service alive in Ford and if they do care about your customers then please look into this matter ASAP and fix this for me. It is not about paying 25% but it is the way the service team has handled this matter and the way they are dealing with customers that I will NOT pay anything to get the MRF tyres replaced of my Ford India car. I donot want to ruin my relationship with Ford because of this incident and because of this service manager so writing this email to Ford to seek help. I request to look into this matter and also take strict actions against the service Manager of Jalandhar team - Mr. Sehdev.

Regards,

Akash Deep Sethi
akash.[protected]@gmail.com

Sent with Mailtrack