To
FORD
I am writing this mail with pain and shock of discovering the pathetically low level of service from your dealer MPL Ford.
My experience makes me to arrive at some conclusions about Ford and Your Network:
1. The executives commitments to customer may not necessarily be that from Company.
2. The leaders of the executive need not honour commitment made by their executive.
3. Whenever your member says we would get back to you, it only means either of the following:
a. DO NOT DISTURB ME, or
b. IF YOU CALL BACK I WILL GIVE YOU INFO
It was more evident to me as my earlier experiences with Hyundai have been far better and cannot even be compared. I own Hyundai product and that is also my 3 car from their stable. I have always looked at my second car as non-Hyundai. That is the reason why I came to your show room. Though I repent my decision now.
Let me out my experience in an order to you.
1. On 24th August I visited your showroom) MPL Ford in Anna Salai, Chennai.
2. We actually booked FIGO, Platinum and paid advance. We interesting started discovering lot of things after paying advance. We were also charge Rs 150 for paying through Credit Card. Even a hotel where I pay only 200 does charge this, but a showroom where I am going to buy vehicle worth 6 Lakh or so is charging. Anyway that is not a major area of concern to me. When I am paying so much for a car 150 is not a big deal, I might have given that as tip while taking the car in any case.
3. We were received by Mr Nishat Ahmed. He was nice, though we realised that he was nice because he did not know anything. He stated following to us and none of them have so far been honoured. None of them is also recognised by his leader Mr George. Probably in his view, I am one of his cranky customer (may not be a customer if the situation does not improve).
a. We were told that we would be given a Rs 3750 discount from corporate (we understood as this is from FORD Company). Which was told to us as our fault of not understanding what your person said. This is the first time in my experience learnt that in any communication if receiver has not understood it is the fault of sender. I am sure your MBAs would recollect the basic principle of communication as the responsibility of reception of message rest with the sender not the receiver. On escalation, I was offered Rs 2000 by the leader. I have declined the same as I was not in the mood for begging. When I can afford to buy you car Rs 2000 is not creating any dent.
b. We wanted to sell our old car and I was told that they would serve as single window. After taking details from us and making some enquiry, we were told that we would get Rs 1, 10, 000 for the old car. We went on to discover that we get only Rs 1, 00, 000.
4. Whenever, we tried to reach Mr Nishat he was not accessible to me. When I reach the landline, I was told my operator that Nishat has suggested me to speak to his leader Mr George. Mr George was more keen on making me to talk with Nishat than resolving my issue. On Saturday (28th) finally Nishat came on call. I wanted to know the likely date for car delivery. He said he would revert to me on Monday (30th). I waited till about 7.30PM on 30th. I called up Mr George. He spoke to me as if he has no business in this. He is expecting me to contact Mr Nishat. I am not interested in contacting Mr Nishat.
5. Mr George is now assigning me another person, whom I will have to explain from beginning and then I am sure I will have more discoveries.
6. I must also add the hospitality at showroom. I had to ask at least 5 times to 3-4 different people, before getting a glass of water.
At this stage, I am still keen to own a FIGO, but definitely not from MPL Ford. However, I would like to have my Rs 10150 returned by them. I can guarantee that I would be given several reasons and all of them would point to my mistake for not giving me my money back. I am ok if the money is transferred to another dealer and I pay the rest to him to get the car.
With so much confusion while selling a car, I am convinced that the service is going to be nightmare for you as I would need to contact you for almost everything.
I hope the Brand FORD would live up its reputation. I am surprised at this QUALITY of Pre Sales and sales service.
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