Complaint Details

Status	:	Closed
Complaint No	:	0003006/2013
Category	:	Automobile
Date	:	24-01-2013
Subject Line	:	Defective car, poor service
Complainant	:	Ankush Kaul
Address	:	502, Paarth Apts, Sec 56
Complainee	:	Ford India
Address	:

Complaint Details
I bought the Ford Figo in April 2010 with 2 year extended warranty from Harpreet Ford Gurgaon.

Below are the issues I have faced with my Ford Figo which I believe was a defective car from the beginning.
I have also provided the response given by Ford India for each issue, please confirm the same as it will be provided to the Consumer Court and will be verified.


ISSUE 1: While ordering my Ford Figo, I had opted for a black dashboard but what I received was a red one. It really disappointed me as it didn’t suite my taste and spending so much I think I should get what I want.
RESPONSE BY FORD: The sales guy was himself surprised at first but then later gave the reason that the black dashboard was out of stock and was not sure when I could get one. He tried to convince me how the red one was much better. I didn’t pursue the issue as I needed the car urgently.

ISSUE 2: Within few months of the purchase the black strips on my doors started fading and gave a really ugly look to the car
RESPONSE BY FORD: The service guys first told me this was normal and only when I pointed few cars which did not have this issue they told me that the issue was only with the cars than came in the beginning and there is no instructions from Ford to replace the old ones.

ISSUE 3: After around one year the paint started coming off the bonnet (rest of the body was ok)
RESPONSE BY FORD: First service guys dismissed the issue saying it was physical damage and cannot be covered under warranty. After convincing them that there are no visible physical damage and only bonnet is affected, none of the other parts were affected. A picture was taken and sent to Ford who confirmed that it was not physical damage and the bonnet was repainted

ISSUE 4: Squeaking noise in suspension and headrest cover coming off.
RESPONSE BY FORD: This issue was brought to the notice of service center multiple times. I had to take the car again and again to the service center and it was the 3rd time only the squeaking noise got rectified. While the headrest issue is still not rectified, every time they tuck the cover in and every time I say it will come off again and I need a permanent solution, but all in vain.

ISSUE 5: Cracks on windshield. There were multiple cracks developing on the windshield.
RESPONSE BY FORD: The service guys argued that it was physical damage, but after convincing them that it was not a physical damage and it happened while the car was in closed parking, also physical damage will have a single source of origin for the crack which this crack had multiple source of origin. Only after this the picture was taken and sent to Ford and they too dismissed the issue without giving any proper explanation.

ISSUE 6: Paint started coming off again from the bonnet, same as the last time.
RESPONSE BY FORD:
1. First same as the last time they tried to dismiss it as physical damage without any discussion.
2. Then after convincing them giving the reason that this is the second time this happened and it happens only on bonnet they gave second reason that the repaint was done more than 6 months ago and is not covered in warranty. Which didn’t make sense as I had bought extended warranty (till April 2013)
3. The third and final reason given (when above two didn’t work) that this issue is due to wear n tear and is not covered under warranty. I tried to tell them that its not normal wear n tear and the paint or the bonnet is defective but they just kept sending same email and didn’t want to discuss over phone (The last conversation I had on phone over this issue, the Ford person agreed that its not wear n tear)



ISSUE 7: Play in link rod
RESPONSE BY FORD: Again service people gave the reason that this is due to wear n tear and refused to escalate any of the above issues

I have used several cars in the past but there were never so many wear n tear issue and that too only within 3 years or purchase. So I can easily conclude that either the quality of Ford cars is below industry standard or the car given to me was defective.

Have also attached email conversation with Ford.

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