What should i do - i am copying the whole conversation between myself and the various people involved in the case

From: Sachin Tewari [mailto:tewarisachin@gmail.com]
Sent: Monday, September 19, 2011 11:14 PM
To: President's desk, From (.)
Cc: md.harpreetford@dealerconnection.in
Subject: What service You are talking of - pathetic


D/A,

your brand identity says" feel the difference". I have experienced it today. The only word which comes to my mind about your service is pathetic. I went to your noida ford service station at sector -63 yesterday( 18/09/2011 at 1630 ) as my ford figo 's A.C. was not working properly. Your staff told me that they will repair the A. C. by next day afternoon and one mr. manish sharma was assigned as my one point contact . I got a call from manish sharma next day evening, who told me that our A.C. cannot be repaired under warranty as we have not done all the servicing from ford service station. His tone was arrogant and when i asked him about all the details, he handed the phone to some customer service executive who was totally arrogant and told me do what you can do ( even told me to go to consumer court as he does not care). Kindly tell me what course of action I can take else I will take this issue to the consumer court.

Thanks
Sachin Tewari

there reply-----------------------------------------------------------

Dear Mr.Sachin Tewari,

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. 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 10667950.

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

my reply---------------------------------------------------------------------

Abesheik.H,

Thanks for the prompt reply. Kindly tell me some alternate Email id as i don 't want to write to the president every time for the pathetic and illogical service of your one dealership.

Well I visited your dealership in sector-63 noida ( Noida ford) yesterday after taking half day leave from my office and met the general manager-service( N.K. Bhatnagar) and was surprised that how can people at such senior position give some illogical, arrogant and irresponsible reply.

I asked him that if you cannot repair my A.C. under warranty because I have not done all the service from the approved service station, then just give me such thing in writing as it will be required for me to file legal course of action. The reply which I got was that we cannot do that and I should go to ford company as they have rejected the warranty offer
. Do you think the consumer is a fool who will go to different places just because he / she is asking for repairing of some part under warranty?. apart from this he gave me a alternate option that just repair the part through us and in the bill He will write that because you have not done the service through us , we have charged you. He was arrogant enough to tell me that he has talked to his supervisor and they will not give anything in writing.Well if a person of the level of GM- service can do such thing , I don't know what criterion Ford motors looks to choose its dealership.

Coming to the crux, I would like to ask whether ford india or Noida ford will give me something in writing that my A.C. repair cannot be done under warranty as I have not done the car servicing through us.? because I am not here to tell what level of pathetic service a customer faces when he / she visit dealers like noida ford-sector-63.Its your internal matter of ford India how you choose your dealership and what level of service you expect from the dealership to give to the consumer. But I will not let this matter die as i am a firm believer that if you are ready to go the distance justice cannot be denied and in this case my right and my justice is being denied.

and i am happy that I got a call from the Ford India, chennai in the afternoon and I am highly obliged that person on the other end was courteous enough to listen to my problem unlike Mr. N. K. Bhatnagar who said that his staff devender and manoj sharma was courteous . Kindly do some mystery shopping, and you will get to know how the customer are treated at your dealership

Thanks
sachin tewari

there reply-----------------------------------------------------
esident's desk, From (.) to crm, me, gm.sevices
show details Sep 23
Dear Mr. Sachin Tewari ,

This is subsequent to our earlier correspondence regarding your vehicle bearing registration number UP16AA9800.

We had received relevant information from our dealership & had a detailed discussion with our regional service team regarding your concern. We have also gone through your vehicle service records and we understand that the service records of the said vehicle is not inline with the Ford's recommended service schedules. We wish to reiterate that Ford India always recommends that every periodical maintenance service / repairs is to be carried out in accordance with the instructions & recommendations specified for the vehicle by Ford, as outlined in the Owner's manual, at our authorised service centres only (pls go through the owner's manual for more info)

Hence, we regret to inform you that we would not be able to Support you on your claim on repairing the vehicle under warranty. We request you to fix up an appointment with our dealership and provide necessary approvals to carry out repairs in your vehicles. We would ensure that the quality repair works will be carried out in your vehicle and deliver to you at the earliest.

Request your understanding on this.

Please feel free to contact Mr. Naveen Bhatnagar on 8826297001 / us for any further clarification

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

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