ASC woes: MPL Ford - Chennai *Update* Ford acts promptly Sigh! My worst fears came true. I never expected I would be writing to Mr. Boneham. This is what I wrote to him. Serves as a summary of the big joke of a service being provided.
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Respected Mr. Boneham,
I dropped my vehicle for the 20,000kms service on Thursday 22nd March, 2012, 10:30AM, in Vadapalani Service Centre. Till now, I have not got my vehicle back from service.
I am writing to inform you of my situation and needing your help to resolve the same, because I don’t think my issue is being addressed by anyone in the service centre. I have gone through a lot of physical and psychological stress because of this and I need your help intervening to resolve this issue at the earliest.
Vehicle: Ford Endeavour 3.0L 4x4 AT, TN-09-BK-4554
Purchased from MPL Ford, Nandanam, Chennai in July 2011
The following are the issues
- The computer systems in Vadapalani seem to be having wrong data for price estimate for Endeavour at 20,000kms. It is probably showing the old model. For example, differential oil change (front and rear) was not mentioned in the estimate. I showed the manual to the SA and asked him to change the differential oil as well. Only then this error was noted down. I don’t know if it was corrected. The SA at the time appreciated me, and also confirmed that he had placed the order for the differential oil with the supplies and issue department.
- Friday 23rd March: the SA attending to me had gone on leave. I didn’t receive any call from the service centre and when I called them at noon asking for an update, I didn’t receive any proper response. The front office person even spoke rudely to me saying that I should give them time. I said, I am just asking for an update, not delivery. I received no further calls. Then, after I contacted the SM, one person called me and told me that the vehicle was undergoing a road test and that he will call me after it is done. I didn’t receive any response after that till 3PM. I then left my work here (which is 50kms away from Chennai), rushed to the service centre and enquired about the same. To my shock, I was told that my vehicle was not being attended to since the SA was on leave. I then demanded an explanation from the SM. He said that all the service related work were complete and only the A/C needs checking and repairing. All this was very confusing, but I decided to place my trust on the SM.
- Saturday 23rd March: At 10:00AM, I got a call from one SA telling me that the differential oil will be changed only at 80,000kms, so they are not going to carry out that work. I was perplexed and again rushed to the Service Centre, showed them the manual. Only then they acknowledged that their systems were showing old model data and agreed to take up the work. I was also surprised since the SM told me yesterday that all the service related work was complete. How can the work be complete if the differential oil is not changed?
- Saturday 23rd March: no further calls from the service centre till 04:30PM. When I called again, I was told that the service was complete and the vehicle was in the A/C bay ramp. Again I was confused, because the SM had told me that the A/C repairs was being done yesterday.
- Saturday 23rd March: evening 05:00PM, I again visit the service centre asking for status. They told me that the differential oil has not arrived yet. Again I asked the SM why he told me that all the service work was complete. He said he was not aware of the differential oil not being replaced. I again argued with them about their irresponsibility and agreed to take delivery of my vehicle on Monday.
- Today, Monday 26th March: 02:30PM, SM called me in the afternoon and said that the differential oil has not yet arrived.
As you can imagine, I am at my wits end. I am a person who never rushes a mechanic at his job. The SAs who know me at the service centre know this. But my patience is wearing thin and I have no more strength to go confront anyone. I was not provided with updates, and neither was any work being done on my car. There was no differential oil being supplied and my vehicle is gathering dust in the yard.
I am requesting your intervention in this matter to ensure all jobs complete on my vehicle and speedy delivery of the same.
I have belief in Ford’s senior management and so do many members of my online community and I trust corrective action will be taken.
Many thanks,
Shyam Suyambu
944XXXX184
8939YYYY41
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Imagine a customer, who has brought their costliest offering in India and also paid tens of thousands more for Ford genuine accessories, receiving this kind of treatment.
I have several other issues which I didn't write, a few examples which come to my mind.
- They employ SAs who can't even communicate or write down things properly.
- During one of my visits, I asked the SA to check the ABS system as I had to use it 3-4 times the previous day. He asked me what was that!
- The SA didn't know where the VIN was encoded on the vehicle (OK; I can forgive him for this one).
Last edited by ssh1979 : 26th March 2012 at 15:55.
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