Hello Michael,
I am writing this email to share my first post sales experience with FORD when I went to the dealer for my first free service. I must say it was SHOCKING. I have a Ford Figo and it's my first car. Everyone suggested me to go for Maruti Suzuki, provided their excellent record in post sales service, still I ignored them and chose FORD Figo as I simply loved the car.
I went to Noida Ford (Sector - 63, Noida) for my first free service on Sunday i.e. November 27. I drove almost 30 kms to reach the dealer as I purchased my car from there and thus was comfortable with them (Also, no other dealers in Faridabad were providing service on a Sunday). They promised to give my car back at 3:00 PM after they started servicing it at 11:00 AM. I asked them what all belongings I must take out before parking the car and they askd me to take out my car papers, mobile and wallet. I asked them about the rest of things like MP3 player and my shades and they promised me to take full responsibility of those items.
I got the car back at 3:00 PM and paid the bill amount. Everything was fine till then. After I started driving back, I realized that the MP3 player I use for playing songs in my car was MISSING. I rushed back to the showroom to inform them, however, to my surprise they refused to take responsibility for the same. I told them that I had specifically asked if I should leave the MP3 player in the car, however, Mr. Bhatnagar, the General Manager there was very blunt in telling me that they have 200 workers and they cannot keep asking all of them. On top of that he asked me " WHAT PROOF YOU HAVE THAT YOU HAD AN MP3 PLAYER IN YOUR CAR" and "HOW DO WE BELIEVE THAT IT WAS WORTH RS. 5000". They said I can do whatever I want, but they will not be able to help me. THIS IS DISAPPOINTING AND NOT EXPECTED FROM A BRAND LIKE FORD.
So finally this is what I got after the first service of my first car which happens to be a FORD :(
A loss of Rs. 5000 in form of my MP3 player.
Humiliation by Ford staffers.
A bad fog lamp which was fine before I gave the car for service.
A lot of disappointment and frustration as I trusted Ford over all other brands in the market.
IS THIS WHAT YOU CALL SERVICE PLEDGE???
IS THIS WHAT YOU CALL CUSTOMER SATISFACTION???
IS THIS THE WAY YOU WANT US TO "FEEL THE DIFFERENCE"???
I NEED A REPLY AND TELL ME HOW CAN ALL THIS BE COMPENSATED. I REFERRED FORD TO ALL MY FRIENDS AND RELATIVES, BUT I WILL MAKE SURE THEY KNOW ABOUT THIS EXPERIENCE TOO. LET'S SEE HOW POSITIVE YOU CAN TURN THIS INTO.
Thanks anyways,
"A disappointed customer"
Kshitij Vashist
Mob: 8802560163
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