Hi

I am Remesh Joseph and I am from kottayam in Kerala. I am using a Ford Figo for last 20 months and I am having tough time with my car and the service dealer and also with the Ford Company. I am attaching all my correspondence here to see how they care for there customers. I have repaired my car around 20 times or more. Pls check this


Here is my first letter to Ford India



Sent: Thursday, January 05, 2012 10:42 PM
To: President's desk, From (.)
Cc: Customer, Care (.)
Subject:


Hi Mr. Boneham,

I have logged a complaint on 20th dec, 2011 for my Ford Figo (Reg No. KL35B 2555) and the complaint ref Number is 800014248. On the following day i spoke to Swapna in Chennai and she said someone from Kirali Ernakulam will speak to me. But no one contacted meThen i tried to call Swapna twice and left my contact details and asked her to call me but didnt happen that day. Then i spoke to Mr.Arunagiri on 27th Dec 2011 and he said that he will meet me with Mr.Sam (from Kairali Ernakulam) on 30th dec 2011 and check the car. On 30th dec i met him in kottayam and he promised me that he will send a technician from chennai and they collect my car and give me replacement car for time being to manage and then rectify my car issues.Yesterday 4th january i got a call from Mr.Elias (service manager Kairali kottayam) and he told me that the technician is on his way from the airport without even informing me prior. Even though i managed and asked them to collect my car without a replacement car. Then today morning i called the manager and asked about my replacement car and he said my car is ready and they could n't find any fault in it.

Now Let me brief you about the real fault.

1) There is a fault with the break system. There is a heavy grinding noise while applying the break. It started from 3000 kilometer. They changed everything and still there. I left my car with kairali in kottayam and ernakulam but invain .Now it is nearly 42000 kilometers.

2) The engine shut off while i drive. It started say 6 months ago and i left my car with kairali kottayam and they couldn't find anything. after that the same thing is happening again. Last time i was driving down the a hill station the engine went off and it was a narrow escape because the break and the power steering didnt work. its a risk of driving this car now.

when i met all the above people, i told them clearly that the engine shuts off anytime and there is not any particaular timing or intervals for that. Today morning i spoke to the technician from chennai and he told me that he drove my car for around 30 kilometers yesterday and couldn't find anything wrong in there. It is not that it will happen when we expect to happen. And My car was taken and repaired arround 18 to 20 times in 1.5 years.

Finally, i am not going to take my car from Kairali, kottayam,unless until its been repaired and convinced me that its in a perfect condition.
If you people can't solve this then i will be forced to take this legally and there are so many people lined up here with the same issues. Hope you can understand that.

Regards
Remesh Joseph
09495970475


Here is the receipt for it



President's desk, From (.) write2md@ford.com
Jan 6to me

Dear Mr.Remesh Joseph,

Thank you for contacting Ford India. We are in receipt of your mail addressed to our Managing Director.

We appreciate the time you have taken to write to us regarding your vehicle bearing the registration number KL35B2555. We have noted down the contents of your mail and we are aware that you had also contacted our customer relations department. We have already taken up the issue with the Dealership concerned as well as Regional Service Manager.

We would revert back to you after we receive relevant information and updates from our Dealership or Regional Service Manager.

Please do not hesitate to call us or mail us for any further assistance, we would be pleased to be of service to you.

Assuring you of our best services and continuous support at all times.
Thanks and Regard,
Abesheik.H,
FIL - Customer Relations,
1800-425-2500 BSNL/MTNL 6000-2500 Add STD code of your state capital


This is the reply for my complaint


President's desk, From (.) write2md@ford.com
Jan 7to me, sam



Dear Mr.Remesh Joseph,

This mail is in continuation to our earlier correspondence regarding your vehicle bearing registration number KL35B2555.

We wish to inform you that we had a detailed discussion on your concern with our dealership in coordination with our regional service team. We are given to understand that an extensive trail was taken along with your goodself in presence of our regional service manager on 30/12/2011 to understand the concern better and to provide a robust solution for the issue raised, where the concern could not be reproduced / replicated. However to satisfy our valuable customer by looking into miniscule of details our Regional Service Manager had deputed our Ford Service Engineer from Ford India to personally inspect your vehicle on 4/01/2012 to have detailed diagnosis. His observations are also similar to the one that was carried out by our team earlier as the concern could not be replicated & no abnormalities observed. We are also given to understand that the vehicle was delivered to your goodself by our dealership post validating the parameters.We request you to drive the vehicle with complete confidence on the product and provide us your valuable feedback. We regret for the inconvenience caused to you.

Please feel free to contact Sam DCRC manager of our dealership on 9895054441 / us for any further clarification.

Assuring you of our best services and continuous support at all times.
Thanks and Regard,
Abesheik.H,
FIL - Customer Relations,
1800-425-2500 BSNL/MTNL 6000-2500 Add STD code of your state
capital




When they delivered my car they gave me fitness certificate saying that my car is in perfect condition and I can drive peacefully. Here is that letter


From: sam
To: rajkallarackal@gmail.com
Cc: Alias ; DCRC KTM ; Regi
Sent: Friday, January 06, 2012 4:43 PM
Subject: KTM - KL 35 B 2555 - Remesh Joseph

Please Find the attachment



Mr. Remesh Joseph
Kallararackal House
Kurumannu P O - Kottayam
Phone 9495970475

Subject : Ford Figo

Vehicle number KL 35 B 2555 Vin No - MAJ1XXMRJ1AT03082

Dear Sir

At the outset, kindly accept our gratitude for being associated with Ford for all of your sales & service needs over the years and are sure that it will continue for even more. We have received your mail and concern reported in regards to brake noise, and vehicle cutting off at times.

On December 30 2011, I and Mr. Arunagiri from Ford India Chennai with prior appointment had met you at Kottayam branch and inspected your vehicle. All of us had gone for joint test drive. You were not able to reproduce the sound that you had claimed. Nevertheless, we had inspected the vehicle and delivered to you on the same day.

Mr. Arunagiri had assured you he will arrange a service engineer from Ford India to come and inspect your vehicle. Service engineer from Ford had arrived on Jan 4, 2012 and had inspected your vehicle and found vehicle to be in perfect order. No concern of brake noise or vehicle cutting off to be found. Service engineer wanted to have a joint test drive with you but you were not available. We had covered total approximately 63 Km in total, starting from your home, since the vehicle was picked up upon your request.

We request to drive with complete confidence on the product; with assurance that we would provide prompt and quality service at all times. Customer satisfaction is prime objective for us and we do our utmost to achieve it.

In case you require any further details please feel free to call us.

With Warm Regards

Sam Siny
Manager – DCRC
Dealer Customer Relations Center
Kairali Ford - MGF Group
NH Palarivattom, Kochi – Kerala
Phone no : + 91 98950 54441
0484 234 6605, 0484 234 6606



here is a mail sent to for India by myself






Remesh JosephJan 7to President's

Dear Abesheik,

Thank you for the reply. I believed that your people (Sam, Arunagiri and the technician) had a minimum common sense. Surprisingly nothing at all. I have clearly told them that the car cuts off while I drive and it's not happen everyday. There is not a timing for that. So how can they confirm it with in a day or two. This is not only with my FIgo, it's with couple of FIgo here which I am aware of it and also I am contacting all the people and getting details of it. As you said in your mail I will drive my car with complete confidence under the condition that you ( Ford India and Kairali Ford) will be fully responsible for any damage or accidents happen to my car or passengers or any due to the same fault.

Regards
Ramesh Joseph





After their certification the same fault repeated and this is the mail from myself to ford India

Remesh JosephJan 29 (10 days ago)to President's, royjkallarackal


Hi Mr. Abesheik,

Hope you remember me, This mail is in continuation to our earlier correspondence regarding my vehicle bearing registration number KL35B2555.

Your people inspected my vehicle on 04/01/2012 and certified that my car is in perfect condition. Believing that I took my car back and started using it. After 2 days the break noise started again and also on 19th jan 2012 my car shut off twice while I was driving. I spoke to Mr.Sam and I met him in Ernakulam (same day) and he requested me to leave the car with him on the next day (20/01/2012). I did that. It was there till Tuesday (24/01/2012). On Tuesday he said that they updated some programme in my car and there won't be any more engine shut off. The same time he agreed that the break issue is not been cleared. Again I took the delivery.

Now let me come to the matter. Yesterday (28/01/2012) morning when I took the car, there was a heavy noise and some high pressured leak near to the engine. I realised that this is the same fault which I had it in a month ago. I had a repair for this same fault in Kairali kottayam. They told me that they replaced all that. Now it is repeated again in a period of 4000km.

Yesterday I spoke to Mr. Sam agin, he told me that he will arrange a pick up on monday and they will repair it. This is all fine. Let me ask you something as a customer, what you want me to do ? I am really fed up of using your car. I have a lot of work other than running behind my car and you people. I used to rent car whenever it goes for repair. Who will pay for that money and also my time.

And also I have a faulty head lamps which I have showed Mr. Sam. He agreed that. Again I am going to change the third Batch of tyres now. In 44000 kilometres I am going to change the third batch of tyres now. Do you think its reasonable ? Let me tell you, this car is a total loss for me. As a gentleman I have suffered so much. Now this is the high time

I appreciate if you people give me a decent solution for this

Regards
Remesh Joseph



Receipt for my mail




President's desk, From (.) write2md@ford.com
Jan 30 (8 days ago)to me

Dear Mr. Remesh Joseph,

Thank you for contacting Ford India.Greetings from our President.

We are in receipt of your mail addressed to our Managing Director.

We appreciate the time you have taken to write to us regarding your vehicle bearing the registration number KL35B2555. We have noted down the contents of your mail and have taken up the issue with the dealership concerned.

We would revert to you after we receive relevant information from our dealership. Your concern number is 800015576

Assuring you of our best services and continuous support at all times.

Thanks and Regard,
Abesheik.H,
FIL - Customer Relations,
1800-425-2500 BSNL/MTNL 6000-2500 Add STD code of your state capital


There is another mail from myself to Ford India

Sent: Wednesday, February 01, 2012 11:09 PM
To: President's desk, From (.)
Cc: sam@kairaliford.com; royjkallarackal@yahoo.co.in
Subject: Re:Very Urgent 800015576



Dear Mr.Abesheik,

This mail is in continuation to my earlier correspondence (dated on 29/01/2012) regarding my vehicle bearing registration number KL35B2555. They have collected my vehicle on monday 30th jan and returned it on the next day evening. Today morning (01/02/2012) when i took my vehicle the same fault was repeated. Then i left my car with kairali kottayam and they again repaired it and delivered back to me in the evening.

Now let me come to the matter, i am really fed up with this car and i don't want to continue with this either. If you people can't solve this issue then i will be forced to sort it on my own. I would appreciate if you could solve this in a professional way. Let me know whether you will be able to settle this issue.

Regards
Remesh Joseph


Here is the reply from Ford India

On 04-Feb-2012, at 10:51 AM, "President's desk, From (.)" <write2md@ford.com> wrote:


Dear Mr. Remesh Joseph,

This is subsequent to our earlier correspondence regarding your vehicle bearing registration number KL35B2555.

We are in receipt of your mail & noted down the contents.

Further to our telecon we had with your goodself, We kindly request you to fix up an appointment with our dealership , we also kindly request you to intimate us through an email with regard to the appointment which would enable us to co-ordinate . We have also instructed our dealership to provide the necessary assistance to you in this regard.
Please feel free to contact Mr.Sam - 9895054441 / us for any other clarifications /assistance.

Assuring you of our best services and continuous support at all times.

Thanks & Regards
A.Reshma 
FIL - Customer Relations 
Toll Free No 1800-425-2500 BSNL/MTNL 6000-2500 Add STD code of your state capital.


Here is Final mail sent from myself to Ford India



Remesh JosephFeb 4 (3 days ago)to President's, sam, royjkallarackal


Hi Reshma,

Thank you for your response. Well, as we discussed while you called me today morning, I won't be able to give my car for repair anymore. You know it's been repaired so many times. I have told you clearly that I don't want to take anymore chance because your people from Ford ( Mr. Arunagiri and your technician) inspected my car and certified that the car was 100% fit. You know what happened then. So there is no options for you apart form replacing my car because I am no more gonna risk my life and also others. I thought being in that responsible position he ( Mr.Arunagiri ) should have a minimum common sense.

Now let me tell you clearly, I can wait till Tuesday (07/02/2012). I would appreciate if you people settle this issue without further complications. Do let me know.

Regards

Remesh Joseph
09495970475


And here is the Final letter received it from Ford India



President's desk, From (.) write2md@ford.com
2:09 PM (9 hours ago)to me, sam

Dear Mr. Remesh Joseph,
This mail is in receipt of your mail, regarding your vehicle bearing registration number KL35B2555.

We are given to understand from our dealership that the vehicle parameters were thoroughly checked by our technical expert from Plant along with our regional service manager and they had confirmed us that they haven't observed any abnormalities / concern could not be reproduced / replicated.

We kindly request you to fix up an appointment with our dealership and to understand the concern better as well request you to demonstrate the said concern in your vehicle , we also kindly request you to intimate us through an email with regard to the appointment which would enable us to co-ordinate .We would also ensure that quality repairs are carried out on the vehicle and delivered to your kindself in perfect roadworthy condition. We have also instructed our dealership to provide the necessary assistance to you in this regard in coordination with our internal team. We would ensure concern observed if any would be addressed and resolved as per Ford India’s warranty policy. We also request your kind self to take a joint trail along with our dealership personnel post completion of necessary repairs & prior to delivery to ensure you are satisfied with the performance of the same.

Further in correspondence to our discussion, we regret to inform you that we will not be in position to accede to your claim of replacement of the vehicle as mentioned in your trailing mail.

Trust your positive understanding in this regard & be rest assured on our support in terms of prompt service and the quality of the product.

Please feel free to contact us for any other clarifications /assistance.

Assuring you of our best services and continuous support at all times.


Thanks & Regards

A.Reshma
FIL - Customer Relations
Toll Free No 1800-425-2500 BSNL/MTNL 6000-2500 Add STD code of your state capital.

You can see all the above communications and I have got all the supporting documents to prove this. Ford and also the kairali ford (dealer and service people) don’t bother much about the customers. Even there are other customers who are having troubles. Anyways I am going to fight for this to people know how they deal with their customers and let them think twice before they buy a Ford Vehecle. If anybody is having trouble with Ford then please join together and we can fight together.

Regards
Remesh Joseph
09495970475