Ford, India
Product, Services, Lack of Transparency in Processes

Dear Sir

This is regarding my vehicle a Ford Fiesta Sport 1.6 that is presently 3 years old. It was bought from the Malad dealership along with an Extended Warranty, 5 year Anti-Corrosion Warranty and Insurance. All following servicing s were done at the Ford Service Centre at Malad despite various inconsistencies in quotations and services. We had earlier raised our objections and the management always made compromises and hushed it up.

A month earlier the car had obvious problems with the brakes and following protocol we called the Centre who sent a technician who charged us for an estimate and towed the car to the Service Centre for a cost.2 days later they called and the new estimate was now 48, 000Rs instead of the earlier 7000Rs. We went to clarify the issue and rendered the fact that we were under Warranty but were informed that the warranty was for a year instead of the usual 24 24 as told to us on purchase. We demanded proof but the Manager was shifty and instead told us that on inspection he had realized that the car had manufacturing problems in its metal body that was corroding at an alarming rate. He asked us to wait til the Head office did an inspection of our unique case. Apparently the high quotation for repairs was because the car was falling apart due to rust from within.

It has been a month and I have consistently pursues the matter with the Centre and emailed the MD at write2md@ford. The former kept telling me to wait for the Head Office and the latter finally after inspection refused any responsibility for the state of the vehicle. The insides have rotted due to 'the saline environment' as per the Company. How is that possible after regular anti rust treatments during the servicing? And the Anti Corrosion Warranty? It was a fake money making ploy as I am given to understand cause after 3 years now the vehicle is falling apart!

Mumbai is metropolitan with thousands of cars, the saline environment is an an invalid excuse. The company has been less than transparent in its sales, services and customer support. At every stage it has been a money making racket, right from their expert advice, quotations and additional service purchases down to the me having to pay to tow my car back home. It has been a disappointing experience and in the interim caused us many inconveniences. Ford being a reputed Company has been less than gracious about its own manufacturing and service related issues. It is not only the monetary aspect, their work ethics and respect for customers is suspect.

Hoping you will intercede and bring forth an explanation to the harrowing behavior, we as consumers have been subjected to. All papers and mails regarding the car and this situation is available with me.

Company: Ford, India
Country: India
State: Maharashtra
City: Mumbai City

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