May 19, 2017 11:48 PM
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Dear Sir:
Greetings.
My Ford Figo No. DL4CAF XXXX was sent for servicing in Harpreet Ford, Moti Nagar on 19 May 2017. It was collected by a driver at about 12 noon and delivered back to me at 09.30 PM. I was appalled by the unprofessionalism in which the entire process was handled. I bring my peeves to your kind notice, as follows:
The car was picked up at 12 noon though, I was promised it would be picked up at 11 AM – this, despite my many follow-up calls and no interest on the part of your organization. Each time, it was frustrating to repeat Vehicle Registration details, name, address etc.: like reinventing the wheel. I had to hold up my other commitments because of unpunctuality and lack of commitment of your staff.
I asked the Advisor, Sh. Neeraj Dwivedi very specifically for the following services. His response during vehicle service was as under:
o First of all, he’d left your office well before my car was fully serviced – he was sitting at home and watching TV when I spoke to him, pretending ignorance about my car’s condition when it came out. The ‘car ready’ message came to me at 06.15 PM but the car came at 09.30 PM, i.e., three hours late.
o To check AC cooling: No mention on report card. No response. I know the bill mentions aircon cleaning, but do I not deserve a communication whether there was a problem or not and if it has been resolved?
o To check the non-functioning car remote key: No action.
o To check the Steering system: Yes, he did check and gave me a figure of nearly 17000/- Rs., which at that sudden and short notice was too much, and I decided to go for a second opinion. My question about steering system demanding such a high replacement cost in 50, 000 km found no answer. “Ho jata hai, ” was his impatient and curt reply; and not a convincing and sound, technical justification to assuage an aggrieved customer shocked at the astronomical sum – the total cost of servicing and repair(without an accident) was nearly coming to 05% of vehicle cost!
o To fix a sun visor: Of course, it’s never available: this must have been my third request to the dealership.
o To clean the car impeccably: SHAMEFUL! The car was dirtier than it was given – my Nepali Chottu in the colony, who charges 300 Rs. per month, does a far better job of cleaning. The car had inches of dust inside, outside, hand marks; why, it didn’t even have papers on foot mats. The driver had placed an old newspaper on driver’s mat since he was embarrassed. Of course, he never bothered to remove it – I had to remove it.
o To service the car as per all company norms/ Service Manual at 50, 000K: Not Done!
- My other complaints are as follows:
o The utter lack of interest by your employees in the business. I felt since I’m paying money, the people will take care of the small print and attention to detail – but no Sir, no one bothers to confirm a booking, or call you back. And they have such a shoddy system of data keeping that a customer has to repeat each detail every time.
o The driver doesn’t know what supervisor is doing, and likewise. Left hand doesn’t know about the right hand.
o All the activities prescribed in the Service Manual were not complied with – such as wheel alignment, drain water from fuel filter housing’s inspection, breather hose check, wheel nut tightening, headlamp alignment – just to name a few – I could attach an appendix if you like.
o After buying Ford Figo and Toyota Innova from Harpreet Ford at Moti Nagar and sending my vehicle to them for servicing year after year loyally for the last ten years, and even getting my insurance done from them, I expected to be treated far better.
o I will never visit Harpreet Ford ever and never advise any friend to buy a Ford vehicle again – shame on you guys! And I was planning to exchange this Ford for the new one – my son loved it so much. You have excellent vehicles. And a terrible team. A greedy, unprofessional team interested only as far as the commission on the sale.
o Though you may flash charts as much as you may, I might even mention here that I find servicing costs of ford are the highest in the world – a shame! An appalling shame when you see the value returned.
I demand an apology, a sacking of your advisor, and a full refund of my car servicing charges, except parts. After that, I ask for it to be cleaned properly and given back –only then will I think you are honorable people.
Otherwise, I will take it as far as it takes.
Yours Sincerely,
XXX
