Ford Car Customer Care India, Head Office, Branch Office Addresses, Service Centers, Complaint Procedure

My EcoSport car No. MH-31, FA-5274 with ecoboost engine purchased in Nov-2017 from Arun Ford, Nagpur. Since day one there is problem of low mileage which is 7-8 km per litre, company’s claim is 16 km/litre which is totally incorrect. Inspite of two servicings the problem still persist. Nobody is taking responsibility and solution to my problem seems to be a dream. Very pathetic service by Ford Agency at Nagpur and Ford co. must take corrective steps to clear my problem. My contact No.is 09404583064.

I own a Ford EcoSport 2013 model, a wonderful and powerful compact SUV. However, on the heavy note, I am truly upset, disappointed and feel cheated by the service offered and provided by your team.

On 22nd April 2018, I was driving back from Banglore to Chennai and the front right tire got burst and the car ramped on highway divider about 20km ahead of Vellore Sarvesh Ford showroom and service center. Fortunately, no lives were hurt and the only damage that occurred was to the car front right portion. I contacted Ford customer support and they provided details on towing partner in that area. We got the car towed to Vellore Sarvesh Ford showroom on 23rd April 2018. That being Sunday, no staff was available. So we left the car there and came back to Chennai. On 24th April 2018, I was contacted by Mr. T Nandhakumar, body shop manager and enquired about the vehicle and incident. He suggested they need to inspect vehicle first and afterward he will contact us with damage report and estimation on repair. We were contacted on following week and he did share repair estimation and offered assistance in claiming insurance. However, we were unable to proceed with that as our was third-party insurance and were unable to pay the entire 2 lakh repair cost from our end directly.

We informed Mr. T Nandhakumar that we are not getting the service repaired now as lacking the funds and will take the vehicle to Chennai and decide later on what can be done about its repair. We visited the showroom in Vellore and paid vehicle parking charge and estimation fee As applicable even though we were not having the money to do so. We have cleared all dues from our end before we left the showroom in Vellore. In July, we had little funds arranged and started vehicle repair from other workshops (a friend of mine) instead of Ford.

When they inspected vehicle, following things were notified to us:

1- RC board (fuse board) of vehicle has been replaced/changed and it doesn’t match with vehicle coding as that was of different vehicle. Even though the vehicle was repaired from outside with new parts the car won’t start.

2- At no point of time, left rear door was damaged during the accident. However, when we were taking the car from Vellore to Chennai we noticed the door wasn’t locking properly and asked the staff. They said the door is fine and it looks like due to the accident. But, the Chennai mechanic confirmed that door lock was forcefully broked and there was no damage to vehicle body except front bumper and some parts underneath.

3- Remote locking was working perfectly fine even after the accident, but it stopped working when we were taking the vehicle back to Chennai from Vellore. Upon questioning about this to the staff, they told that battery may have drained as the vehicle wasn’t started for a long time.

But, the mechanic notified, the issue was due to the fuse board was changed and ignition barrel lock has tampered which was the cause of this issue with the lock.

All fees and charges were paid from our end and Sarvesh Ford staff had no right to exchange/remove original parts from our vehicle. Just because the vehicle is not getting serviced in their showroom, it doesn’t mean they can change any part or damage vehicle as they please. Currently, the vehicle is partially repaired and its operational but due to the tampering with ignition lock the vehicle always stays in on/standby mode which causes the battery to drain. Because of this issue, we have to disconnect battery wire everytime we park the car anywhere. New lock/door/RCB is an additional expense for me apart from the accident cost.

When asked Mr. T Nandhakumar Vellore Sarvesh Ford body shop manager, he gets hyper and not answer to issues correctly. This tampering with the vehicle just because it was not being serviced in Vellore showroom is utterly unprofessional, low standard, cheating, fraudulent action’s, created bad image among all who were a part of getting the vehicle repaired due to impute actions of Vellore Ford staff.

I am unsure if this entire email will be reviewed and any action will be taken on this. Because of your staff’s aforesaid action, cheating with there own customers it makes me doubt Ford’s integrity towards its customers which you call as Ford family. Apart from the accident repair, it is not costing an additional Rs. 70,000(approx) which shouldn’t have incurred if your staff would have been true with there profession.

I have been pleased with Ford service even though I used to get some issues after the service, however, this one incident has made me really disappointing to ever come to Ford. You are well aware, the competition is running high with the cars and this has left a bad taste.

Dear Ford, you have no way of escalation of complaint. Customer care is pathetic and can’t solve simple problems.
Basic customer courtesy missing. Similar is the attitude of your car dealers.
Pl let me know whom to escalate the issue to your firm.

Do not ever purchase extended warranty from these guys. I have a Ford Fiest SXi with extended warranty of 4 years ending in Sep 2012. As per the document Shock Absorbers are covered for 35000 Km or 4 years which ever is higher but the Harpreet Ford service team does not accept the same. They say that the validity is only three years or 40000 kms. SInce three years is passed, they want to charge me for the Shock absorbers. I have spoken to the General Manager, Col Jha on 30th of October who has requested me to wait for a day to get the confirmation from Ford India. I am still waiting and the car in in their service centre only for the last three days. There is no response from anyone so far.. Pathetic service….

You are right Nisar cusotmer care is atrocious with ford and they do not seem to bother at all. I have ford figo and from day one there is a problem and ford is just not bothered about it. I am also going to the consumer court