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From: Kanse, Harikrishna
Sent: Tuesday, May 04 5:00 PM
To: Kanse, Harikrishna; 'President's desk, From (.)'; 'Parimala, Ramachandran (R.)'; 'Customer, Care (.)'; '[email protected]'; 'President's desk, From (.)'; '[email protected]'; 'President's desk, From (.)'; '[email protected]'; '[email protected]'
Cc: 'Customer, Care (.)'; '[email protected]'
Subject: RE: Reply From Ford India - 9384540
Just Making Sure that All Team Members of Ford are In Loop. With Below Communication.
Thanks
Harikrishna Kanse
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From: Kanse, Harikrishna
Sent: Tuesday, May 04 3:55 PM
To: 'President's desk, From (.)'
Cc: Customer, Care (.); [email protected]
Subject: RE: Reply From Ford India - 9384540
Hi Ford Team
You have already messed up with m Birthday Celebration i.e. 8th April by not delivering the car. If you are not giving the delivery on 15th May which is Akshay Tritiya. It is not professionally and ethical correct. i.e. means you does not allow customer to celebrate there festivals and you are not bothered about your own commitments given to the customer.
I have completed the dealer search and car search as you people have kept me in hanging state. I have already told that I need to goto hospitals frequently and I have heart patient at my home despite of that you people are troubling me. But what you have to do with that. The person who has facing similar situation can only understand the how it is.
If the car is not deliverable on 15th May. With Great Regret and Disappointment I have to forcefully cancel the booking. There is no option you have kept for me other than cancelling the booking. I have given enough time from my side now it is unbearable.
I had talked with couple of Dealers and they are Genuine and Ready to deliver the car on Akshay Tritiya 16th May.
Maruti Swift - 10 days Delivery time - Cash Payment.
Hyundai I 20 - 7 Days Delivery Time - Cash Payment.
Even Maruti has Designed a new Wagon R 1.0 (http://www.carwale.com/research/comparecars/compareSpecs.aspx? car1=1734&car2=1768&car3=&car4= ) car and they know that the car will be hit but for the Cash Payment they are ready to Deliver it early. As they know the importance of business and every unit sell adds a value to business. If we kept the customer waiting for longer time we may loose the customer. Loan approvals takes 10 to 15 days.By that time the car comes from manufacturing department and will be in shipping. So after approval only the order will be placed. Day one if it is cash payment this 10 to 15 days period goes of automatically and dealer also gets the satisfaction of delivering the car early to the customer.
I don't want to listen anything I Just want the Answer in single word Yes or No that's it.
Thanks
Hari
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From: Ayyapan, Saravanan (S.) [mailto: [email protected]] On Behalf Of President's desk, From (.)
Sent: Friday, April 30 1:04 PM
To: Kanse, Harikrishna
Cc: Customer, Care (.); [email protected]
Subject: Reply From Ford India - 9384540
Dear Mr. Hari,
This is subsequent to our earlier correspondence regarding your concern of new vehicle delivery,
As per our telecon we would revert to you on the tentative date of delivery as & when the car gets alloted to the dealership. Kindly bear with us
Thanks for your understanding
Regards,
K.A.Saravanan
FIL - Customer Relations
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From: Kanse, Harikrishna [mailto: [email protected]]
Sent: 30 April 13:06
To: Ayyapan, Saravanan (S.); President's desk, From (.)
Cc: Customer, Care (.); [email protected]
Subject: RE: Reply From Ford India - 9384540
Hi,
Can you comment on the Date?
Thanks
Hari
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From: Ayyapan, Saravanan (S.) [mailto: [email protected]] On Behalf Of President's desk, From (.)
Sent: Friday, April 30 12:45 PM
To: Kanse, Harikrishna
Cc: Customer, Care (.); [email protected]
Subject: Reply From Ford India - 9384540
Dear Mr. Hari,
This is subsequent to our earlier correspondence regarding your concern of new vehicle delivery,
Further to our telecon we had with your goodself we hope we have clarified on your case. We apologise on behalf of our dealership for communication lapses if any. We wish to inform you that our sales team along with our regional office has taken up this issue with our dealership on a serious note.
We promise that the wait would definitely be worth it, we will do our best to expedite the delivery process of the vehicle.
Assuring you of our best services and continuous support at all times.
Regards,
K.A.Saravanan
FIL - Customer Relations
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From: Kanse, Harikrishna [mailto: [email protected]]
Sent: 24 April 12:25
To: President's desk, From (.)
Cc: Customer, Care (.)
Subject: RE: Reply from Ford India - 9384540
Sorry does not solve all the problems of the customer and ultimately customer is growing your business? It is not my demand it is the date commited by the sales person from Ford (He could have said that time 1 month or 2 months waiting time we cannot deliver it on 8th). But after a month it is not accepted or on 8th there is some professionalism and ethics need to be followed.
What is the Action Plan you have setup for the Customers? So that How you can deliver it fast to customer?
Red Dashboard is not accepted by all customer and you can get the car in 15 Days?
If you want to sell with Red Dashboard Car Why don't the management reduce the price by 25k to 35k and sell it. As the delivery is fast for this as there is already a lot of stock which is Idle with each dealer in Pune with red Dashboard.
Thanks
Hari
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From: Anitha, Jain (J.) [mailto: [email protected]] On Behalf Of President's desk, From (.)
Sent: Saturday, April 24 8:13 AM
To: Kanse, Harikrishna
Cc: Customer, Care (.)
Subject: Reply from Ford India - 9384540
Dear Mr. Hari,
Thank you for contacting Ford India. We are in receipt of your mail addressed to our Managing Director.
Firstly we thank and congratulate you for having chosen our product. We wish to inform you that there has been an overwhelming response to the new variant hence causing a huge demand which has resulted in the delay in the delivery status. We are on one hand very excited and happy with the situation, this is a situation that every car manufacturer would want to be in, however on the other hand we sincerely regret that we are not able to immediately deliver the vehicles as per the customer demand. We promise that the wait would definitely be worth it, we will do our best to expedite the delivery process of the vehicle.
Sorry for the inconvenience caused to you. Assuring you of our best services and continuous support at all times.
Thanks & Regards,
Anitha
Customer Relations
Ford India Pvt Ltd
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From: Kanse, Harikrishna [mailto: [email protected]]
Sent: Thursday, April 22 6:45 PM
To: President's desk, From (.)
Subject: FW: Reply from Ford India - 9384540
Hello Sir,
- I have taken a Test Drive on 17th of March (PATROL / Diesel) and told I will be booking PATROL Car (Titanium - PATROL - Silver Color / Black Dashboard) they ready to give immediately but I told 8th April I want as my Birthday is 8th April.
- Given the check of 25k on 19th March
- Change the Version from PATROL to Diesel with remaining things same on 21st March and Mr. Venkatesh Sales person promised that they will deliver it on 8th April [ Proof is the Signed form from Me - Ask for the Copy of it ]
- Till date after a month I have not received a car as well as they are not ready to commit me any date. Neither they are ready to give the status to me [ What is Dispatch status? How Many Days it will take? How long I need to wait? ]. They are not ready to give any staus and they have kept me in hanging state. I have no option left but write to you.
- Now they have rub the dates in the booking form. [ If you want to cross check and do justice Ask them the Booking Form Scanned Copy the date is 7th April and they have cut that date on the form ]
- The Sales Person / Sales Managers / GMs gives the car deliveries to their friends and relatives early. But not to other customers and forcing the customer to change the requirements. This is my first car I have booked in life after doing 10 yrs of service and I have heart patient at my home. Now it's more than a month. I know the car has dispatched on 1st April and come to Pune, India but where it went god knows.
- I am attaching the below mail thread. As they are not responding. It is more than 24 Hrs Crossed but no response from them. This is how there working style. I kindly request you to please look into this matter and deliver me the car. Please investige the matter.
Hoping for a favourable reply from you Dear Sir.
Thanks
Hari
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From: Kanse, Harikrishna
Sent: Wednesday, April 21 3:19 PM
To: 'Customer, Care (.)'; '[email protected]'; '[email protected]'
Subject: RE: Reply from Ford India - 9384540
Can somebody take a responsibility and Give me the date or I shift to some other Vendors / Dealers. Pay my Money back with Inerest and Pay for keeping me in hanging state and harresing and irritating me. If you are not able to deliver it.
Don't think that You are the only Car Seller in this World. There are other Good Vendors as well and Frustrate and Irritate Customer. There are Good Cars from (Maruti / Tata / Hundai / Volks Wagen / Honda).
Thanks
Harikrisha Kanse
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From: Parimala, Ramachandran (R.) [mailto: [email protected]] On Behalf Of Customer, Care (.)
Sent: Saturday, April 17 1:11 PM
To: Kanse, Harikrishna
Subject: Reply from Ford India - 9384540
Dear Mr. Harikrishna Kanse,
Thank you for contacting Ford India.
We appreciate the time you have taken to write to us. We have noted down the contents of your mail and have taken up the issue with the dealership concerned.
We would revert back to you after we receive relevant information from our dealership. Your concern number is 9384540.
Assuring you of our best services and continuous support at all times.
Thanks and Regards
Parimala. R,
Customer Relations,
Ford India Limited.
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From: Kanse, Harikrishna [mailto: [email protected]]
Sent: 14 April 16:03
To: Customer, Care (.); [email protected]; [email protected]
Subject: FW: Car Status (Ford Figo / Titanium / Silver Color / Black Dashboard ) - Diesel
Not Able to Get the Delivery on Time Car (Ford Figo / Titanium / Silver Color / Black Dashboard ) - Diesel. from Dealer - Talera Ford - India - Pune - Yerwada.
No Status of Car is Communicated Till Date How many days will require? What is the Dispatch Status? What is the Order Status?
Address of Dealer and Contact Details.
Show Room:
3 A, National Games Road,
Gunjan Cinema Complex
Yerwada, Pune-411006
Tel: 020-.66011515
New Car Enquiries: 9881494939 / 9881494944
Email: [email protected]
Sales Manager: [email protected]
General Manager: [email protected]
Thanks
Harikrishna Kanse
Sr. SQA Engineer
BMC Software
ICC Tech Park, Tower "A" Level 8
Senapati Bapat Road
Pune - 411 016
Phone : 91-20-4017 6656
Fax : 91-20-4017 5001
Website: www.bmc.com/india
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From: Kanse, Harikrishna
Sent: Tuesday, April 13 3:18 PM
To: '[email protected]'
Subject: Car Status (Ford Figo / Titanium / Silver Color / Black Dashboard ) - Diesel
Hi Sales Team Of Talera Ford
Definition of Quality and Requirement. Fit For Use. Fit For Purpose
What is my Car Status?
Customer Requirement:
Ford Figo / Titanium / Silver Color / Black Dashboard ) - Diesel - with Full Payment
Being a reputed Company You should know certain things
- Never promise the customer which you cannot deliver
- Don't promise false things to the customer Just to get the Bookings and your commission
- Don't force the customer buy something wrong product because your product designed is failed. (Red Dashboard - Not Accepted By Customer - It's Big Failure)
- Who has given you the rights to change the Specification of the Customer and what basis you are chaging the customer requirements. (ex. Sea Gray with Red Dashboard / Chill Metalic with Red Dashboard / Silver with Red Dashboard ) - Just to hide your fault / the service you provide - Refer to Requirements Clearly
- Jast Paus padla tar Amhi kay karnar and Red Dashboard is flop design from ford? (Statement from Mr. Hasabnis who is responsible person and Designated as Manager)
- After 22 days you are still not in position to tell How many days will require? What is the Dispatch Status? What is the Order Status? You don't have rights to serve to customer as you people are not eligible for the service itself.
- If it takes more than month at the time of booking itself tell the customer since demand is more Delivery will take time 45 to50 days? But not after booking and speding close to a month almost 4 weeks.
- Till date you people are not able to give me the date of my Delivery of Car it's really shame on your team not to deliver on time.
- What do you mean by we will let you know? We don't know the status? Why the you are doing the Job then Resign and Sit at Home if you don't know the status.
- Don't understand the customer requirement and selling the Defective product to Customer.
I also work for Quality of product and I know how much it is important. I can't tail the customer when the defect will be fixed I don't know, when it will be fixed I will deliver it to you? How much time it will take I don't know? I need to give staus of progress to the customer and expected delivery date?
Reticulous / Shameless Team and Service I have ever seen from any company and any product in my lifetime.
I strongly Criticize Mr. Hasabnis (Manager) and Sales Person Venkatesh for Giving me False promise and not Delivered me the Car Till Date.
This is kind of Service you people are Giving to the Corporate Client then I am thinking How much worst it will be for Other People?
Thanks
Harikrishna Kanse
Sr. SQA Engineer
BMC Software
ICC Tech Park, Tower "A" Level 8
Senapati Bapat Road
Pune - 411 016
Phone : 91-20-4017 6656
Fax : 91-20-4017 5001
Website: www.bmc.com/india
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