The Reverse camera Fiasco
I had Ford's genuine accessory-
“Rear view camera with IRVM (Nippon IRVM Display Kit with Camera N-400, Part No. SBA0040)” installed on February 16, 2017 at Cauvery Ford, Kottara Chowki, Mangalore.
My main concern about the rear camera display IRVM was that it should have had auto-dimming(day/night) facility. The accessories dept was not sure if it has auto-dimming feature. When I checked with Ford Customer Care about this, they asked me to check with the dealer. After reading multiple Figo ownership reports from owners who have had this accessory installed from Ford and who seemed to have confirmed that the IRVM has auto-dimming feature, I chose to have it installed on my Figo. Total cost was Rs 13,000.
The Ford Part no. is SBA0040, manufactured by Nippon.
The reverse camera was fitted just above the number plate on the near bumper.
The IRVM has two sensors, one in the back and one in the front. The power button is to manually adjust brightness of the rear camera video display on the IRVM.
Size comparison between the old manually adjustable day/night mirror & the new rear camera IRVM. The new IRVM is much wider and offers better FoV.
Even the manual confirmed that the mirror has day/night functionality. The manual clearly stated that, and I quote, "Mirror Automatically brightness adjustment(Day & night)"
The reverse camera display is quite sharp and clear. I was happy with my purchase so far. Engaging the reverse gear activates te hrear camera display and a green light comes on the mirror(next to the power button).
That same night, I found that the IRVM was not auto-dimming, as claimed in the manual. Headlight glare(especially high beam) from trailing vehicles was proving to be a major distraction while driving. Ignore the "flash" on the rear camera display, the display is quite clear at night as well.
On Feb 18, 2017, I wrote an e-mail to Ford Customer Care explaining my predicament - how the IRVM was not working as advertised(i.e non-functional autodimming ,day/night functionality one the IRVM) and asked them for an explanation regarding why the IRVM was not working as stated in the manual. A reply came acknowledging the mail and confirming that a Service Request(Concern) has been raised.
Quote:
From: Customer, Care (.)
Sent: Saturday, February 18, 2017 7:59 PM
To: Sandesh Kanchan
Subject: Reply from Ford india -8001XXXXX
Dear Mr. Sandesh Kanchan
Greetings from Ford India Pvt. Ltd. (“Ford”)!
Thank you for contacting Ford India.
We appreciate the time you have taken to write to us, write to us regarding your vehicle bearing the VIN MAJGXXXXXXXXXX.
We have noted down the contents of your mail and have taken up the issue with the Dealership team.
We would revert to you after we receive relevant information from our Dealership. Your concern number is 8001XXXXX
Assuring you of our best services and continuous support at all times.
Kind Regards,
Sharath Kumar M
Ford India Pvt Ltd I Customer Relations,
Toll free lines. 1800-425-2500/1800-419-2500.
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Four days later, i.e on Feb 22, 2017, there was reply asking me to take the car to the Ford workshop for necessary investigations.
Quote:
From: Customer, Care (.)
Sent: Wednesday, February 22, 2017 3:57 PM
To: xxxx@gmail.com
Cc: Nithin . ; Nithin .
Subject: Reply from Ford india -XXXXXXX
Dear Mr.Sandesh,
Greetings from Ford India!
This is subsequent to our earlier correspondence regarding your vehicle bearing vin number MAJGXXXXXXXXXXXXXXX.
Further in proceeding your concern, we request you to report the vehicle to the dealership at your convenient time to get the concern attended and resolved. We have fixed up an appointment with our dealership regarding the same. We have instructed our dealership to provide necessary assistance to you in this regard and they would ensure that the concerns are resolved. We deeply regret for the inconvenience caused in this regard and please accept our apologies of the delay.
We tried reaching your number at 9xxxxxxxxx on 22.02.2017 at 03:30pm provided your number was ringing no response.
Please feel free to contact Mr.XYZ Service Manager at XXXXXXXXXX Cauvery Ford Mangalore for further assistance.
Assuring you of our best services and continuous support at all times.
Rajadurai.D
Customer Relations
Ford India Private Limited
Toll Free No 1800-425-2500 BSNL/MTNL 6000-2500 Add STD code of your state capital
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There was a call from the Works manager,Cauvery Ford, Baikampady in the evening asking me to get the car to the workshop on the next evening around 7 PM (for them to check the day/night functionality)
The Investigations
Visited the Cauvery Ford Baikampady workshop at dusk the next day i.e Feb 24, 2017. They took my Figo inside the workshop and parked it a distance of around 20 feet behind an EcoSport that was fitted with the same rear camera Accessory.
All lights in the workshop were switched off. I was asked to sit in the driver's seat of the leading EcoSport(with engine running) and the headlights of my Figo, which was trailing and parked behind this EcoSport, were switched on. The IRVM in the EcoSport did not autodim nor did it have a day/night toggle switch.
I was asked if I found any difference between the IRVM behaviour in my Figo and the EcoSport, to which I said no difference at all. The works manager was of the opinion that the IRVM is supposed to auto-dim, as the manual suggests, but it doesn't and this needs to be taken up with Ford.
They interchanged the parking positions of my Figo and EcoSport and switched on the headlights of the EcoSport. They then shot a video of the IRVM glare in my Figo to show that the IRVM is not autodimming, took a front on pic and pic of the VIN. They said they will send all of this to Ford and see what they say.
I was happy that Cauvery Ford showed seriousness in investigating the issue. I put a reply to Ford Customer Care that I visited the workshop, as requested, to have the issue checked and asked them to follow up with the workshop for a solution.
One Feb 27, 2017, I was informed by the Works Manager that all the necessary information has been sent to Ford and a reply is awaited.
Deathly Silence
Since then, there has been a deathly silence from Ford regarding this issue. One March 09, 2017 I again sent a reminder to Ford asking for a solution. Just a robotic reply came that stating "Thank you for contacting Ford. Your concern number is XYZ." Great!!!! A new Service Request was raised without checking the status of the previous Service Request!!!!
Today, March 12, 2017, I called up Customer Care on their toll free number. Was able to get through to an executive only after 6-7 attempts!!!! God help those who are in emergency and need urgent help!!. Asked the executive to check the status of my Service Request. After a few seconds putting me on hold, he replied that the concerned person(Rajadurai.D) is on leave today and will call back as early as possible. When I asked him to check the status of the earlier compliant, he said after putting me on hold of few seconds, the concerned person(Sharath Kumar M) is also on leave and will call back as early as possible. I literally felt like
. He said both service requests are still open and have not been closed. He said he has put in request for a Priority Urgent call back. I will wait a couple of days for a callback before contacting Ford CC again.
Smell of Petrol in the Cabin
Meanwhile , a troubling issue cropped up in the car. Nearly every morning when I would open the car for the first time, I would get smell of petrol in the cabin. After the car would run for a while, the smell would go away. On the outside, there is no smell at all. The issue was checked by Cauvery Ford, Baikampady and they said no leakages were found and that they cleaned the fuel lines and the issue would not recur. Thereafter, for a couple of days there was no smell but it started again. Planning to get this thoroughly investigated next month in time for the car's 2nd service.