Nov 30, 2009 01:09 PM
10666 Views
I had given my Ford Ikon TNX4452 for service at your service outlet at Velachery on 18.11.2009 for the following services.
- Door Noise2. Speedometer cable erratic movement3. Noise in Brake during mornings for a few minutes4. Abnormal engine noise(hum) after about 15 minutes of running.5. General Service.
After evaluation I was informed that all services were carried out(excluding item 4 as above) and I can take possession of the vehicle. During the discussion I was also told that Coolant level was too low and needs top up. I agreed for this with an explicit understanding that all related areas/issues would have been attended to. I was also told that the unusual hum is due to fan and this needs to be replaced. As I was not convinced I told them not to carry out repair of the same.
I collected the vehicle on 18th evening by paying around Rs 5500/- and till 21st evening there was no noise from the engine/fan area( after running for about 50 KMs). This confirmed that the report regarding requirement of fan replacement was incorrect.
My problem started only then.
On the morning of 22nd, while driving, I noticed that the coolant started leaking and I rushed to your service center seeking emergency service around 9.30 AM. Surprisingly no one was available. I again visited the center around 11 AM and I was informed to leave the car. On 24th evening I was informed that some parts in the coolant pipeline area were replaced and coolant refilled. I was aghast to notice that I was once again charged for coolant replacement for which I protested stating that I had clearly informed on the earlier service that coolant can be replaced after verification of the related areas. In order to find a solution, I even offered to pay 50% of coolant cost for which the service advisor informed that as they have already passed on some concession on service bills this cannot be done.
Now I have the following questions
- Why there is no empowerment to the front line executives on such issues?2. How can you insist the customer to pay twice for the same part/consumable when the same problem is repeated within 3 days?3. What is your service process? Was there an incidence of over looking the root cause of problem? Was this a training issue or an attitude issue?4. If so what is the purpose of setting up quality systems? Is it a mere show to customer?
I know you will not bother to respond. But as a customer who has a choice I propose doing the following:
- Move out to another non Ford service provider.2. Bad mouth to all my contacts regarding the lousy service of Ford. And also publicize extensively about repair cost that you fleece from customer(includingmouthshut.com)
Choice of repairing the damage lies with you.
