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81%
3.53 

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Rs. 5,37,000 (Ex-Showroom)

Ford

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Sathyamangalam, India India
Ford Figo- Defective product
Apr 24, 2017 11:16 AM 13989 Views

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I have been facing many issues in my Ford Figo. I request you to publish the below in your website so enthusiasts are aware of the service levels at Ford and also for the purpose of assuring justice for me.


I bought my New Ford Figo 1.5D Titanium Plus on November 30,2015. I chose the Figo after trying out a wide range of cars like Jetta, Xuv, Octavia with no pre-determined budget. I being an automobile enthusiast was deeply impressed with the handling, braking and performance characteristics of the Figo. The car was really impressive and has covered 30,000 kms. The service has been good till now though it required escalation at some stages. I was so impressed with the car and cheap maintenance that I had recommended it to my relatives and friends who were in the market for a new car. But the trust I had on the car was shattered when it suffered 3 breakdowns within a short span of 1 month. I will explain about the break downs my car suffered:


1)On 19.03.2017 I was descending from Kodaikanal(an hill station in TN). I noticed a vast reduction in the pick up of my vehicle as if something was being towed by it. Then I stopped my car on a decline and to my utter shock the car was moving upwards on a decline in neutral as opposed to normally move downward when the brake was released(the engine was running at that time). The car was towed by a Ford Roadside Assistance vehicle and the LOWER PART OF THE BUMPER WAS SCRAPPED while loading on the tow vehicle. The car reached Akshaya Ford, Madurai the same evening and the car was inspected the next morning. Everything was found to be normal at that time and was told to take delivery. But I was not satisfied with the response and informed the SA that I am going to contact Ford India about it. Then the Manager of the workshop informed that the vehicle would be inspected again with the help of Ford Technical Hotline. As my place of residence was near to Coimbatore I asked for the vehicle to be towed there but the manager assured me that no problem would occur in between and even if it would occur then it would be towed to Coimbatore. I was very reluctant to drive till Coimbatore but had no other option. So we reached the Coimbatore showroom on 20.03.2017 evening. The job card was filled on 21.03.2017 and they also found the vehicle to be normal and the vehicle was ready for delivery. My real concern was there has been an issue so severe that I had to tow the vehicle but was being told the vehicle was normal SINCE THE ISSUE HAD RECURRED. It was a major safety issue as the problem itself had not been diagnosed. Slightly frustrated I contacted Ford India and was assured they will look into it. To my extreme disappointment I was not contacted by anyone for 2-3 days and my emails were also left unanswered. They promised me to paint the bumper and this was also not done. Again with no other option I took delivery of the car on 25.03.2017.


2)On 02.04.2017 there was a second brake down. The vehicle refused to start and was towed to Coimbatore. On 03.04.2017 I was informed that a PCB relay has been damaged and that the part was not in stock. The SA told me that the vehicle would be delivered by 05.04.2017 evening but was finally delivered on 06.04.2017.


3)On 23.04.2017 the vehicle had a third break down and has been towed again to the service center. To my horror they scrapped the bumper agin while loading in the tow vehicle. It was the second issue being repeated itself. On 24.04.2017 I received a call from the service center they would speak with the company as the car is having multiple issues.


These 3 break downs has shaken the trust on my car and I am not confident of driving it as the 1st issue has not yet been identified. I was seriously contemplating about booking the Endeavor but the plans have been put on hold. Even at this juncture I am impressed with the New Figo but my own vehicle vehicle is defective(there is a difference in not liking the Figo as a whole). Cars are not just material things, we buy a car only when it strikes a bond with us. I have request Ford India to replace my Figo with a new car from the 1st break down as they cannot even identify the issue, let alone rectifying it. They have been very lethargic in solving the issue and this is not the kind of service I as a customer expect. I am firm on my stand and have requested to replace my car(after the 3rd breakdown) with a new vehicle. All is well when the vehicle has no issues but the moment an issue things change for worse. Ford has been advertising a lot about its new service initiatives, what Ford needs to do is satisfy every customer and retain the trust they have in Ford vehicles rather than going for advertisements. Maybe the disastrous after sales experience is why its products are not able to sell in appreciable numbers.


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