I’m Ganesh from Chennai. I had purchased a Brand new Ford Fiesta Diesel ZXI from MPL Ford(No 419/13, Anna Salai, Nandanam, Chennai 600035), and took delivery in 23 December 2009.
The Car went for first service to Ford service station on 29.3.2010 and the second service on 27.5.2010. The car had done a total mileage of around 4485 kilometres when it went for the second service.
During second service i.e: 27th May 2010 the problem of “Steering column Knock Noise” was intimated to the service station MPL Ford in Guindy to Mr. Sampath Customer care manger, the car was returned on 4.6.2010 with a bill of Rs 1, 252/-(though the car was under warranty, I was Billed for the same). After a verbal argument I had settled the bill and accepted delivery. Even after paying the amount for which I was not supposed to have been charged at all, I had noted that the problem of steering column knock was present and infact more noise started to emit out of the same. This was immediately notified to the service station and the car went immediately to get the problem rectified on 7.6 2010 again.
On 10.6.2010 the Customer care manager called me to come to the showroom and take delivery of the car stating the steering column knocking problem has been rectified. I visited the service station again, in good faith that the problem would have been solved; however during the test drive the problem was persisting. Subsequently the Steering column was changed by the service centre under warranty(this time since being a serious issue, I was not charged) and the vehicle was delivered to me on 11.6 2010.
I observed that even after the column was replaced the problem of knocking is present and intact, further the interiors of the brand new car were soiled and dirtied by the Ford service station The car was taken yet again to the service station to get it cleaned on 14.6 2010, during this visit the I personally took Mr. Sampath and a Ford authorised driver to test drive the car and pointed out the steering column knocking which was present and intact.
A formal E-mail was sent to the Ford India’s President Mr. Michael Boneham on the trauma and hardship I was facing due to deficiency of service & support by the MPL ford. One Ms. A. Reshma replied to me stating that they would get back to me and aformal concern number “9563978” was also given by her in the mail. However the Formal Concerned Number remained unanswered till date from the representatives including their M.D Mr. Michel Boneham. When I contacted Mr. Sampath Customer care manager Ford service by phone. He advised me stating that the Ford Regional service head Mr. Srikanth wanted to “educate me”(Exact words used) that the steering column knocking is a common problem in all Ford Fiestas.
I even took my time off and pains to checking this claim by test driving the demo car at the Ford showroom and have observed that the above claim is baseless as the Demo car at the service station did not have the steering knocking problem at all.
I subsequently requested this claim to be certified and given in writing for which has not happened till date, when I contacted the Ford India Regional service head Mr. Srikanth who insisted yet again that the problem is common to all Fiesta’s and will be present even if they change the steering column again and “I should learn to drive with the problem”(Exact phrase used)
I had sent a notice to ford India stating the problem and asking genuinely for rectifying or replacement of vehicle under warranty. Ford had replied through their Legal counsel(at their leisure) after 3 months saying the car was absolutely fine and any if I resort to any legal issues and that cost would have to be borne by the customer(that is me).
After much discussion with Mr. Sampath of Ford Service I sent the Vehicle on 2 February 2011 to have the problem rectified. On 5th February 2011 the Ford service team called stating the problem has been rectified and sent the car for delivery upon test driving the same I found that the problem with the steering column was present and intact and has also increased. I had refused to take delivery and sent the car back to the service station as the complaint remained un attended. This is a sure service deficiency by the answering parties from FORD.
After so much running from have entirely lost faith and confidence in MPL ford and infact Ford India itself on its products and after sales support. It is pertinent to state that, after spending several lakhs on the vehicle I was threatened by MPL fords legal counsel that if I pursue this matter, they would take defend the allegation on my cost and further consequences. I am in extreme mental agony and suffering ever since the purchase of the car. My time, money, energy and peace of mind have been taxed heavily by Ford India. Having purchased the car I am not even able to enjoy the car or have peace of mind as you may notice that the car spent more time in the service centre than with its owner.