This is the mail I had writen to the predidents Desk of Ford India seeking clarifications on the extendedd warranty and requesting him to direct his ervice stations to repair the vehicles in the extented warranty
Dear Mr Michael Boneham
I have been a Ford user for the last 6 years and have enjoyed driving your vehicle. I have had a Ford IKON and now a Ford Fiesta and have enjoyed every bit of having these vehicle's but have always been disappointed at the customer service and Ford being sensitive to customer needs. It's very unfortunate that the first correspondence with you has to be in a nature of complaint. But it is after a lot of frustration and follow ups with your Customer care and service executives at Bhavna Ford that I have been forced to write this note and would seek your help in a favourable resolution of the same
The issue on hand is, the vehicle which I own (Ford Fiesta MH 02 BP 1662
), is under extended warranty with Ford India and has been driven for around 38 000 kms .. It is regularly been serviced at Bhavna Ford Kalina and I have agreed to every repair /replacement of parts as needed from the time I have purchase the vehicle.
The last service I had, I was asked to replace the Clutch assembly and the suspension and I was told that the Clutch is not a part of the Extended warranty and while the shock absorbers would be covered but the link rods would not be covered as a part of the assembly.
I got in touch with Ford Cust care on 5th March and after repeated reminders they came back saying that while shock absorbers are covered as a part of extended warranty, link rods are covered only till 20 000 kms. So I asked them to tell me, where in the extended warranty is it written that link rods are covered till 20000 kms. They have been unable to explain me that till now. Sometimes they call it a wear and tear item, sometimes they say it is covered till 20000 kms and today, Customer care sends me a document which states even the shock absorber is a wear and tear item and hence is not covered under extended warranty. I have failed to understand the logic for the same and I am left with no choice but to think that Customer care is confused and does not know what it is talking about. I do not want to yet think that Ford India is cheating the customers by way of charging this extended warranty.
To bring to your notice, I have driven a ford vehicle for over 6 years and have never faced any problem in the Ford IKON . In the Fiesta which is just over 2 years old, I have replaced the clutch for about 4 times i.e every
10000 kms. My driving is not off road but in the city of Mumbai and you will appreciate that a person who drives daily cannot be so bad that he has be replacing his clutch every 6 months. This gives me an impression either the parts currently used by ford are not of a good quality or the workmanship of the service station is not right. Either ways as a customer I am harassed and my cost of ownership is increasing. I have been a loyal customer of Ford till now, understanding the quality of the vehicle being offered, but for the last two years inspite of being serviced at an authorized service station, it still does not provide a pleasurable owning experience
I solicit your help and cooperation in resolving this stalemate. I seek your help in asking the customer care to take care of repair and instruct the service station to repair the vehicle at no extra cost to a loyal Ford Customer.
This mail had been written by me post the follow up done wth the service station and the customer care of Ford. Even after repeated followus the only response i get is as given beolw . even when i ask specific questions
1) What does the extended warranty certificate say about the suspension parts being covered?
2) Till how many Kilometers would be shock absorber and the Link rods and track rods which are major parts of the suspensions be covered?
3) What would the Shock absorbers, link rods and track rods be categarised as for the purpose of extended warranty?
The only respose i get is
"This is subsequent to our earlier correspondence regarding your vehicle bearing registration number MH02BP1662.
We had received relevent information from our dealership and discussed with our regional team regarding the concern raised with us. Further to our telecon we had with your goodself on 13/3, necessary clarification had been provided to you regarding the concern raised with us and also about the warranty policy on the wear and tear parts. We regret to inform you that we will not be in a position to accede your claim to replace the parts (link rod and track rod parts) under warranty.
We request you to contact our dealership and fix up an appointment at the earliest before any consequential damages to the related parts. We would ensure that our dealership will carry out quality repair works in your vehicle post your approvals and we had instructed our dealership to provide necessary assistance to you in this regard.
Trust your understanding in this regard.
Please feel free to contact Mrs Shreya Kamath Dcrc service on 9930461199 / us for any further clarification or assistance.
Thanks & Regards
Deepak. N
FIL-Customer Relations
Toll Free No 1800-425-2500 BSNL/MTNL 6000-2500 Add STD code of your state capital.
"
Is there no way that this cheating tactics of Ford be controlled.
0 comments