Ford India Pvt Ltd

Dear Consumer Forum Authorities,

1. I am an Army Officer who has recently purchased a Ford Ecosport from Bhagat Ford Bathinda on 31st Aug 2014 (Copy of Invoice att). I also got couple of accessories put from Bhagat Ford – Fog Lamps & front door side Radium strips saying “Ecosport’. I noticed later on the receipt given to me by Bhagat Ford that km run was written as ’18 Kms’, while the car had almost done 200 Kms when I got the delivery of car – I informed the same to Sales Manager later.

2. I had planned to drive the car from Bathinda to Pune, as I am in Pune for few months for official work of Army. However, before leaving Bathinda on 4th Sep I faced few problems with the car – Cabin Light was malfunctioning & front Wind shield vision was distorted at night. I reported these two matters to Bhagat Ford Bathinda on 3rd Sep. As I was leaving the next day, they asked me to approach Bhagat Ford at Chandigarh, where I went on 4th Sep. Mr Thakur, Service Manager there directed me to Bhagat Ford Panchkula. At Panchkula workshop they checked the vehicle & agreed to both my problems – Wind shield & Cabin Light. However, I was highly disturbed at their casual attitude, as they failed to even prepare a Job Card due to their printer not functioning. I had to leave that place in distress without my problems rectified. However, they assured me that they have registered “Fault Report” for my problems, and I can approach Ford Showroom in Pune.

3. I drove my Ford Ecosport from there to Pune & reached on 14th Sep. Immediately on 15th Sep, I went to Talera Ford in Nigdi (Pimpri) Pune, as my First Free Service was also due. I submitted following issues with the car while giving it for servicing (Copy of Job Card is att):-

(a) Cabin Light Malfunction.
(b) Front Windshield Vision distorted.
(c) Brakes hard & making noise.
(d) Improper Suspension.
(e) Low Mileage (Only 13-14 kmpl given by car in contrast to 22.7 claimed by company).

4. I was really disappointed by the casual & poor attitude by Talera Ford Nigdi Pune staff, as they held my car for 4 days, and didn’t even bother to call me to inform about delay. I gave Mr Milind, Service Manager at least 10-15 calls just to enquire about the progress of my car servicing. Finally, they had to open the entire Factory-fitted Electrical connections to diagnose the problem of Cabin Light Malfunction. Mr Milind informed me on 17th Sep that the malfunction was due to improper connection of Front Side Door ‘Radium Strips’, which I had got fitted by Bhagat Ford in Bathinda.

5. Hence, due to the faulty service given by Bhagat Ford Bathinda in improper fitting of Radium Strips, my brand new car’s factory-fitted electrical connections have all been opened & also, the wind shield which is Faulty has also not been changed. In fact, Bhagat Ford Panchkula or Bathinda never raised the ‘Defect Report’, as promised to me.

6. I have spent more than 9 Lakhs of hard-earned money of mine on this new Ford Ecosport, and I won’t accept this kind of sub-standard vehicle. I am a serving Army Officer & a salaried government employee. I requested Ford Company that my car to be REPLACED with a new car, as this new car has been opened & tempered with, beyond my satisfaction. I tried to lodge my complaint with Ford India many times through e-mails, phone calls & messages, however I didn’t get any satisfactory response from Ford India (All mails sent to Ford India are enclosed as proof).

7. I was also disturbed by poor customer service by Ford officials across the country. I informed in every mail/message of mine to Ford India that I would approach Consumer Forum/Consumer Court & Media to get me fair justice. However, Ford India didn’t bother to respond. It is pathetic Customer Service on part of a reputed company like Ford India.

8. I would like to lodge a formal official complaint against Ford India with National Consumer Disputes Redressal Commission & National Consumers Forum for replacement/ compensation from Ford India. I request the Consumer Forum to get me fair justice in form of the following:-

(a) Replacement of the faulty Ford Ecosport car.
(b) If the replacement is not possible, then Free repair/rectification of any electrical problem with the car in future.
(c) Rs 75000/- (Rupees Seventy Five Thousand) as compensation for spoiling my new car’s electrical connections & for Customer Harassment.

9. Awaiting positive response from your end to help/assist this serving Army Officer.

Lt Col Ashish Raisinghani


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