Ford India emerged as one of the reputed players in Indian Automobile Sector after series of successful launch’s like Fiesta, Figo and finally Eco Sports. Eco Sports changed the compact SUV market in the country with making the highest ever sales of a single model in this segment. But I believe that Ford should have stuck to its core competency of manufacturing vehicles without after sales services rather than exploring its capabilities in the segment that requires Customer Satisfaction/Orientation which this company lacks. After considering a lot many options (for my new car) I finally zeroed on Ford based on its strong market feedback and my faith in Ford as a Brand (which recently proved wrong!). After lot of contemplation I bought Ford Figo Titanium in October 2013 from Astro Ford, Ford’s outlet at Dwarka. The car was registered at Delhi, bearing registration number DL 11CA 3598. I never knew that this is the start of an unending pain which I have to undergo (as a customer) because of making a wrong choice/decision. Since the time this car was bought I had to visit the service station multiple times for getting the Power Windows/Internal Cabin Noise/Door Handles repaired!!(That too within the first year of the Purchase of the Car) Is this the quality of the product Ford manufactures? Adding to the woes, people at your Dealership are there to harass customers’ rather than to resolve their complaints. Finally I realized that it was the beginning of one of the worst experiences in my life. Despite all the problems in the product I have been trying to get the resolution which I believe comes at the cost of the customer as the Ford service station staff takes the customer for granted . My numerous visits to the service station have added up to my woes rather than resolving them. Your staff in inconsiderate about the customer plight and apathy and they want to carry on the way it is going. People from your dealership/central office keep on calling to take feedback but no one is willing to ensure resolution of customer complaints. In the last service at 20K kilometers I made a mistake of rotating the tyros of the vehicle as suggested by the service advisory, unable to understand that this is finally going to add to my problems as Ford India cares a least about their customers. Post tyre rotation the vehicle started creating a loud and unbearable noise for which I had to approach the service station again.Post investigation it was found that the noise was because of uneven wear and tear of the treys and the same needs to be inspected by the technical representative of the Tyre company(MRF). This was just the beginning one more problem of owning a Ford vehicle as it came back as a series of mud flinging allegations between the car manufacturer and MRF who stated that the problem is mechanical and hence stating the same reason my claim for replacement of tyros was rejected. Your Dealership also rejected the request stating that the

Replacement of Car as the product is below the quality norms and is creating problems very frequently even when the car is new and is less than a year old

Email Id: agarwalnikhil1@yahoo