This letter is to complain about my Ford Endeavour vehicle no. HR 26 AK1447 which got stalled about 21 days back in Gurgaon. THE VEHICLE IS STILL UNDER WARRANTE. I am writing this after your customer service has failed to solve my problem. The so called high tech pump system failed in the vehicle because of which the vehicle got stalled.
My problem started as follows:
Day 1 (June 29th, Monday): The vehicle got stalled on the night of 29th June, 09 at about 8 pm on Gurgaon express way. I called in the 24 hour help number provided by your company service but the response was “get your vehicle to the service station”.
Day2: I called in at Harpreet Ford to provide me with some assistance so that the vehicle can be sent to the service station. Again “we are too busy” attitude and I was asked to arrange the mechanic/crane etc to get the vehicle to service station. I told them that I am in need of the vehicle so please fix the problem (I assumed there is no major problem as I just had it serviced on the 19th of June). I was told later on towards the evening that the vehicle fuel filter has been cleared and I should collect it. I sent my driver to collect and who drove it to the house which is about 5-7 KM away. It again stalled about 500 meters before it reached my house.
Day3: I again called them for explanation on why my vehicle got stalled. I was told to send it back (of course with no support of Ford). My driver somehow drove the vehicle to Harpreet Ford Service station. I was told to call next day to find out about the actual problem.
Day4: I called in the morning…no response. Finally I got Mr. Pawan online towards the evening (5-5.30) and he said he is still checking the problem and will get back.
Day 5: I called in the morning: no response. I got a call in the afternoon from Mr. Pawan and he told me that the fuel pump has to be changed and it is going to cost RS. 1.6 lakhs. I WAS SHOCKED. I met the service manager Mr. Rajesh (must say a courteous guy and a good service manager) and expressed my displeasure on the matter. He said he will look into the matter and will revert back next day. I told him that the vehicle is under warrantee.
Day 6: same exercise of previous day but no solution.
Day 7: Sunday, workshop closed
Day 8: I went to the work in the morning and I was told that they still haven’t heard from FORD Company. I waited their and called customer care at FORD. Spoke to a person called Chetan who promised to have someone call back in 1 hour. I called again after 2-3 hours and this time a girl answered the phone and promised to have someone call within 30 min. I again called after 1 hour and this time Chetan answered the phone and I expressed my displeasure of “chasing” customer people. He promised that Mr. Sheshadri will call back by evening.BY the evening I got a call from Mr. Rajesh that only 50% of the cost waiver has been approved for the pump failure. I was told that there was water in the diesel because of which the pump got stalled.
Day 9: I got a call from Mr. Sheshadri towards the evening to whom I explained all the problems and he promised to revert back later.
Day 10: Mr. Sheshadri called again and asked if I had a conversation with Harpreet ford. I told him yes and also conveyed that the proposal is not acceptable to me till I speak with a technical guy.
Day 11: I got a call from Mr. Sheshadri again and he took Mr. Rajesh, Mr. Pawan online in conference call. They tried to convince that this is the best offer that Ford can give on the replacement of the pump. They told me that there is water in the tank (on day 8th) because of which the Fuel pump got spoiled. Since I am not an engineer I asked them several questions for which I did not get a clear answer:
After haggaling and writing mails for over 11 days Ford India offered me 50% discount on the pump price. I asked them why should I pay if the vehicle is still under warrante. They had no answer but to blame the fuel company (which is IBP).
SOme of the questions for which they had no answer?
1. Let’s assume that there is water in the tank: Can the vehicle run for 2-3 days on that fuel? Can a vehicle run on fuel mix with water for 2 days?
2. Let’s assume that there was water then why it was not diagnosed on day 2.
3. Why only the fuel filter was cleaned and the vehicle was allowed to go out of the work shop on day 2?
4. Why no one educated me as the owner about the possible damage to the fuel pump because of the presence of water in the fuel?
5. Why it took 11 days to reach this conclusion?
6. Why there is no policy for educating customers about the possible damage to the vehicle under delicate circumstances?
7. Why is the fuel cleaning mechanism so weak in such an expensive vehicle?
The sole purpose of buying the Endeavour was it sleek look and sturdiness. Since, my vehicle is under warrantee I expect the fuel pump to be changed without any cost to me. The pump is too costly for me to replace.
ATUL VASHISTH/K C SHARMA
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