Due to a dealership connect and invitation from BHPi'an ecosportrules, I had the fortune of meeting the
Ford India Managing Director & President (Anurag Mehrotra) over a cup of coffee at Starbucks last Thursday
It was just us 3 Team BHPians (Me, ecosportrules and Shifu) in a casual setting discussing various things related to Ford. It was an interesting and informative conversation where we understood the humongous efforts Ford is putting together to improve its brand image, service levels, safety equipment, customer perception etc
We got a deep insight about all of the above as well as some of their future plans (was shared in confidence by Anurag so will not be able to reveal that).
During this chat, I casually mentioned to him about the quality level and expressed my slight disappointment at the sync volume control button popping out and also mentioned this happened to another BHPian in Mysore (skanchan95) and he said he will look into it as it's not that common or atleast he has not heard of it as a rampant issue
True to his words, I started getting calls from very next day and some senior folks from Mody Ford were following up with me to understand the issue and also check their inventory if that part was available. And, they promised to fix this issue on Monday and was assured that they will come to my home and fix it at my doorstep
Yesterday (Sunday) afternoon, I received a call from Mr. Sanjeev Reddy (GM-Mody Ford) confirming it will be done the same day. That evening which happened to be a stormy and rainy evening, one of their technicians came home and replaced the part. It took the technician 30 minutes tops to remove the steering wheel component and put this new part back in
I was elated to see this service levels from Ford India and hope they continue this with every customer who buys their products and not just because I met the top boss
I texted Anurag to let him know of the resolution and he instantly replied back. Ford needs leaders like him to resurrect it back to get a chunk of glory they truly deserve
Some interesting trivia as shared by Anurag
--Ford SLA is typically averaging 15 minutes to respond to social media queries (Facebook, Twitter, Instagram etc)
--Ford Spare-parts are the cheapest in their respective segment compared to all their competitors as researched and published by AUTOCAR
--Ford body shell is stronger than any of it's competitor and Anurag was specific not to go by how the doors close as that is not the only way to assess build quality
--Ford will focus more on SUV/UV segment as that is where the entire world is moving towards
I'm in love with my Aspire (Best driver's car that I owned till date) and hope they continue to retain their Fun-To-Drive DNA and make even better cars in future
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