Bitter taste of having Ford - Letter to team Ford

Hi Team Ford

This is Anurag this side - part of the Ford family since 2013. Ford advertises "A Family waali Feeling", however over the course of last 3 weeks I haven't really felt like a part of the Ford family through my interactions with your dealership - Harpreet Ford, Gurgaon and also Ford Customer Care. 

Vehicle Number: HR 26 CA 7553

Phone No.: 9899197628

Re-counting the harrowing experience and looking forward to a solution:-

4th Oct'19: On noticing that the Air Conditioner automatically switched off after 15-20 minutes of vehicle running - I immediately called up the Harpreet Ford Service department and explained the issue. I was told that the next day the technician would come and check the vehicle. If the vehicle was in drivable condition, he would drive the vehicle to the workshop else he would tow the vehicle to the workshop. 

5th Oct'19- As promised, the guy came in the morning and checked the vehicle. Post checking, he deemed it fit to drive the vehicle to the workshop. (And hence where am I wrong to assume that there was no grave problem with the vehicle because if three would have been one -  the vehicle would have been towed away). 

On 5th October, I was told by the service adviser (Mr. Shashi)  that the coolant pipe had burst and because of that the problem was there. And once that would e fixed- the problem would be sorted. He also told me that there was a slight weakness in cylinder 2 of the engine, however that was nothing to worry about. Baiss this conversation - I asked Shashi to fix the issue and for the same I was charged Rs. 16,500 (including the service charges). 

7th Oct'19- The vehicle was delivered to me in the evening however without the Vehicle report Card. Today however, in the discussion with the Ford team and Mr. John from Harpreet Ford - I was informed that the vehicle report card had been signed by me. I am aghast that my signature is being forged by the dealership. I insist that the signed vehicle report card be mailed to me. 

13th Oct'19- This time there was a problem of high RPM on starting the engine. I informed the service manager (Mr, Shashi) and was told that he would get the vehicle picked up the next day. 

14th Oct'19 - The vehicle was arranged to be picked up (again it was driven to the workshop). I was told that it was because of the thermostat and that the same would be fixed on replacing the thermostat for which the charges would be Rs. 1,500. I again said ok and asked for the vehicle to be fixed. 

16th Oct'19- I got the vehicle back. This time I got the vehicle report card also (attaching the same herewith). However again there were 2 problems with the report card - there was no mention in the report card of there being any grave problem with the engine. And to top it all the customer signature is not even mine. Again the signature had been forged (please have a look at the attachment).

20th Oct'19- Again the AC switched off while I was driving. I again called up Mr. Shashi and told him the same. He said he would send across the technician which he did. The technician came and checked the vehicle and said that the vehicle would need to be taken to the workshop. Again the technician was insisting on the vehicle being driven to the workshop. However this time I insisted that the vehicle be towed and not driven. After a lot of insistence, the vehicle was towed to the workshop.

22nd Oct'19 - I was told that the engine had a problem and would need to be repaired and the cost of which would be ~Rs. 1 Lac. Rs. 1 Lac for no fault of the customer - infact for a faulty service process and misrepresentation of facts on the part of the dealership. This 1 Lac quote infact became 2 Lac in the next 2 days as the dealership said that the earlier was only an estimate and 2 lac was the actual quote. I hope the dealership realises that they are talking about the hard earned money of one of their "Family Members" and not some 100 bucks here or there. And upon much insistence that 2 lac was brought down to a final quote of 1.2 Lacs (again 20% higher than the original 1 Lac quote). 

I am utterly disappointed and distraught at how a customer vehicle has been handled by the dealership with 

1) No accountability of the vehicle when it is being driven from the customer premises to the workshop after checkup by the technician

2) Forgery of my signature

3) No communication regarding there being any grave problem in the vehicle

4) Playing with and having no regard for the hard earned money of the customer

5) Having no expertise to  fix the problem in 1 go. Have sent my vehicle 3 times to the dealership and has now been lying there for more than 20 days without a fix 

6) Miscommunication in the advertisement "Family Wali Feeling" - when the customers concerns having no ear within the dealership.company

I have spoken multiple times to Mr Shashi, Mr. Virendra, Mr. Surendra and Mr. John with no resolution and little regard to the facts stated above. I urge team Ford to get the call logs so that the actual facts can be established. 

Looking forward to hearing from you soon with a speedy resolution which answers the concerns. 

Distraught Ford Customer

Anurag