The Ford, a very respectable name in the automobile segment worldwide, could never join the big league in India. The company launched one vehicle after the other, one scheme after the other, but had to ultimately be content with an unspectacular show. The main reason behind the lacklustre performance was Ford’s poor after sales support. You will find Maruti Suzuki and Hyundai service centres even at presumed low turnover locations, but Ford service centres are few and far between. Worse, while replacement parts for Maruti and Hyundai vehicles are readily available at reasonable price, the Ford experience is just the opposite.
Just to cite an example, my Ford Figo, delivered on April 24 through Metro Ford, Palace Road, still runs incomplete with something as basic as mud flaps! These flaps were ordered with the car on April 4. The rear view mirror for the left side, ordered at Metro Ford, Palace Road, on May 9, is yet to be supplied. Funnily, the dealer took Rs.500 as advance for the supply of the mirror – something unthinkable at Maruti or Hyundai, where the material would have been supplied instantaneously against payment.
One wonders, if Ford cannot supply even rubber items and accessories like mirrors in a fortnight, how will it supply crucial replacement parts? Will the hapless customer have to wait for years to put his car back on road? One expected Ford to have learnt from its mistakes, but the experience shows otherwise. When will Ford become serious about customer service? If it is serious about its ambitious expansion plan in India, how can Ford afford such shoddy after sales?
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