Mr. Ford,
Happy you may be on your rising sales in india, but that might be just be matter of few days, thanks to your pathetic after sales and customer service experience. Especially when the car ages beyond your warranty period.
I greatly regret my unfortunate decision today, for decision i took to own ford car.
I don't have complains about cars performance, it's very satisfying to ride a ford car, but when it comes to repairs, then the overall satisfaction level drop below negative. Here are few past and recent examples -
1. Coolant thermostat broke down. I go to nearest service centre, which is 70 km, near pune. They simply deny giving me the part. I have to tow my car to service centre and leave it there. Car is delivered next day. I am strangled in unknown place, whereas i could have fixed the car in matter of hours with help of local mechanic, if i could have got the part. Note, i had the rc book and chasis number with me.
2. Drive belt and pulley breaks - i had to call road assistance. They come from 150 km far, very grateful for that. But tell me they don't have few necessary parts to fix to car fully. They advice to tow, 150 km to their service centre. Still fine, i love this car, i hear it and go to the service centre (Kolhapur, mah). Car is fixed, but with the experience, i ask for spare drive belt, just in case it ever breaks again.. Denied... Straight on my face..
3. Day before yesterday - outskirts of mumbai - radiator leaks, coolant is emptied. I have to take local mechanic's help to put temporary fix the leak. I drive my family home safe. Yesterday, i call nearest service centre (Sc ford kandiwali west mumbai). I am quoted a price for the part. Part not available, but i ask the total cost with labor, am asked to come down to service centre for details.
Today, i visit personally, the front desk device is kind enough to take me to spare part counter. I ask the price, i am quoted a different price than what i heard on phone, almost 50% high. Ok, may be that is with taxes, i ask for part availability, not available. And before i could ask anything further, "but we dont sale part at counter, you will have to bring your car in..", says the person on counter. This literally pissed me off, this is consistent. I still follow the process and escalate to manager. He does take me to counter again, but does nothing, just gives me bit more information and repeats the exact same words...
And wait, i never said i want the part, my car was standing right at your gate and ready go be taken in. I just stay a km away from the new service centre shifted recently in my locality.
Are you the same ford company who promise their customers on television ads, "we quote the price and you pay it".. And in reality quote different prices on same day?
Are you the same ford company, who again boast about providing original parts to customer on counter, and then straight deny them on the face? Of course your business profits from labor charges more than parts, but you would not help the customer who is genuinely strangled at the road side and insist to bring (Tow) down the car to service centre?
I had planned to book a new ford eco sport in coming sep 2017, and also keep my existing ford fiesta for my parents. But today's experience along with few earlier ones has seriously made me rethink.
Wake up mr. Ford, and have a closer look at your after sales and services. This is only reason you may get killed in india in span of just 5 years, in spite of your wonderful cars you have engineered so far. Or some mr tata may buy your ford unit as they did with your "jaguar", really hope this happens, which will mean good sales service along with a good car.
Here are my details - in case you really care and want to cross verify each of above instances. I can give the dates and receipts of each of them. Or use my details below and find it yourself in your records, you will find it consistent.
Car make - ford fiesta diesel
Name - vinay borhade
Owning since - 3 years since i bought this from my friend sandip lad
Number - mh 43 v 0303
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