I am using ford Ikon since 2009. Though the car is good, I have been facing a big problem with tactics used by ford service stations in Bengaluru especially for last 5 or 6 years.
This review is in general to ford service stations in Bangalore. As I have been to quite a few service stations in Bengaluru.
Ford is not ensuring service stations keep enough parts inventory of what they call'old' models. I have been facing problem with my ford Ikon, every time I bring it to service, one or the other parts are advised to replace or told damaged or broken. Now that is half of the issue; even if you believe and convinced that part needs to be replaced, I was told always the parts are not available and have to come from Chennai upon making an advance payment. Now after making advance; it is your responsibility to keep follow up whether part has reached or not because service station least bother to inform or take even weeks to inform if the part is available.
First, I was advised / convinced to replace parts, and I have no transparency if the part is really need to be changed.( I was told to replace engine belt 5 years ago when the vehicle drove close 40K KMs. however I was not convinced and didn't go for replacement. now its been 5 years after I was advised, and the vehicle is close to 95KMs and still doing better.( I may soon replace when it reach 1L kms).
Secondly, service stations are not keeping inventory of parts and Ii was always made to wait days and weeks upon placing an order and making an advance. I was informally told by'service advisor' that the idea is to make customers switch to newly launched models. Now this is really a big problem. What if I buy a new model, and soon ford discontinue the model and use tactics to make customers move to new model!. At the time I bought my vehicle, I was not informed when the model is going to be discontinued. Which would have enabled me to asses the risk and ROI.
Third, The parts are expensive I feel. At the time of purchase, I was given a briefing on how the pats are cheaper than Swift Dzire( vs Ford Ikon). But now I believe parts unreasonably expensive. Recently coolant spilled while driving. Though the vehicle is in moving condition, I didn't take the risk, and called for a towing service and get it dropped at a service station. I was given a bill of around 18.5K and they took a week to deliver that to with out addressing all the issues. Along with coolant issue, I reported low AC, and a general service. After quite a few follow ups, they fixed coolant after taking a week. they reason I was given same familiar answer'Parts are not Available!' And to fix the AC and general service, they told few more days. Thats when I decided to take it to another ford service station at Yelhanka. Now the story repeats here, and since I am helpless, I have given in. I was told the AC evaporator needs to be replaced( Btw, at the earlier service station I was told all the condenser has problem and need to be replaced:-|); for which I have made advance payment 5 days ago and still awaiting a call from service station as of this writing.
Another issue, earlier when ever I take vehicle to service stations, I used to get vehicle clean and tidy. However I t seems they stopped washing vehicle and they site govt rule in Bangalore not to use water. even if water was not available, there needs to be a minimal cleaning process of the vehicle. I was made to pay~2K INR additionally to include a wash.
Interestingly, till couple of years ago, I was given a feedback form at the time of delivery that goes to ford and I used to get a call from Ford, and now I observed I was not given feedback form. I also notice, if I keep an un satisfactory face, I was not given a feedback form. and when ever I keep a happy face or pretend to be happy face, I was given a feedback form.( God only know what happen to that paper form after I left), Additionally the feedback call from ford never asked me any question on ford it self, rather I was always asked questions on the dealer.
I am really wondering am I the only one tied to manufacturer 's service and availability of parts and their tactics?
One last point, not all advisors were bad, I came across only one good service advisor so far, however(un) fortunately he got promoted and became manager even if take my vehicle to his station, there is less he can do about parts availability.
- Thank You! We appreciate your effort.