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Old 30th December 2013, 00:27   #16
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Default Re: Malpractice of Swapping Parts & Poor Service at Kairali Ford, Trivandrum

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But on the contrary as a dealership owner, I feel that the policy to not allow customers inside the service area is good also in some cases. There are so many machines out there and numerous people carrying out there work. Some customers can be very careless ( like on a phone or listening to music) and might get hurt or otherwise come in the way of workers carrying out there work.
I understand what you mean, I own a factory that machines various parts (including automotive) and we have very strict policies about visitors on the shop floor. But unfortunately some car companies do not seem to be interested in anything but selling their cars. Leaves the end customer between the devil and the deep blue sea.
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Old 30th December 2013, 11:37   #17
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Default Re: Malpractice of Swapping Parts & Poor Service at Kairali Ford, Trivandrum

An update on the issue

Ford India has responded to my friend - the communication came from the office of the President of Ford India as well as the Managing Director of Ford India.

He had subsequent discussions with the CRM at Kairali Ford and they had arranged and fixed the ill fitting interior panel issue and replaced the indicator bulb with a new one.

The steering column issue is pertinent with new model Fiesta and the rattling will continue to persist even if the steering column is replaced again as per them, so no leads there.

The swapped stereo has been unmounted and an internal inquiry is going on. They have not yet confirmed what is the future course of action - if he will get his original piece back or a new one.
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Old 30th December 2013, 11:47   #18
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Default Re: Malpractice of Swapping Parts & Poor Service at Kairali Ford, Trivandrum

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An update on the issue

Ford India has responded to my friend - the communication came from the office of the President of Ford India as well as the Managing Director of Ford India.

He had subsequent discussions with the CRM at Kairali Ford and they had arranged and fixed the ill fitting interior panel issue and replaced the indicator bulb with a new one.

The steering column issue is pertinent with new model Fiesta and the rattling will continue to persist even if the steering column is replaced again as per them, so no leads there.

The swapped stereo has been unmounted and an internal inquiry is going on. They have not yet confirmed what is the future course of action - if he will get his original piece back or a new one.
Kutts, this is a good news that your friend has finally heard from Ford India's top brasses. Though, it is too little, too late given the situation and trouble your friend had gone through at the hands of the dealer over these days.

I am confident, if an internal inquiry is being conducted, the management has decided to go to the root of the problem and ensure that such an untoward incident does not take place in future.

It is a right moment for Ford to set an example out of this case so that no body ever dares to indulge in such acts. Certain heads will roll, you just wait and watch.

Do keep updating us on the progress.
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Old 30th December 2013, 12:47   #19
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The steering column issue is pertinent with new model Fiesta and the rattling will continue to persist even if the steering column is replaced again as per them, so no leads there.

The swapped stereo has been unmounted and an internal inquiry is going on. They have not yet confirmed what is the future course of action - if he will get his original piece back or a new one.
Glad that they are trying to sort it out.
Few points from my side :
1. Is Ford officially giving it to you in writing that the steering assembly has this fault? If not then you are eligible for a repair /replacement.

2. Please don't accept the original stereo back now even though the chances of that coming back now are very less. Accept only a brand new ICE.

3. Take it in writing or in form of extended warranty for all parts including wear and tear. How do one make sure that more parts were not replaced and swapped with older parts.

Last but not the least you are entitled for compensation for excusing the dealership of this fraud. With The proof you have they will have no chance of defending themselves in a court of law. So insist on getting that.
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Old 30th December 2013, 19:13   #20
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A small rejoinder to the plaint here that one is not allowed into the shop floor when one's car is being serviced.
I agree with this practice completely because if I am at work, I would not want a pushy customer of mine looking over my shoulder when I am doing his work.
We need to learn one thing - to try and trust to the competence of the engineers, specialists and workers in what is after all, their area of expertise. Looking over their shoulders is tantamount to back seat driving, which I am sure most of us, if not all of us, revile!
Think if someone in the family were undergoing specialised surgery. Would you expect that the surgeon accedes to your request to peer over his shoulder when he is undertaking that delicate bit of work?
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Old 30th December 2013, 19:51   #21
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Default Re: Malpractice of Swapping Parts & Poor Service at Kairali Ford, Trivandrum

Should I pity the person who has suffered or the people who are yet to realise that they have been conned.

Hearing more about swapping of parts and the annoying fact is there is nothing that has been done by the manufacturer or the government or the law.

The fact that many people here recommending to babysit the mechanics is even more painful. Taking a day off or spending the whole day in service bay is totally unacceptable. Is this the solution?

Not all can afford to babysit and what is the fate of the people in rural areas. Maruti and Hyundai have started looking at expanding presence in rural areas and they believe that demand will be from rural areas.

P.S I understand your logic, people in this forum are here because they love their rides. Same applies to me. But I feel that babysitting is not the solution.

This is frustration.

What has to be done to make the mechanics to do their intended work i.e, make sure the ride is running fine.

Another AAP with demand for stringent motoring/consumer laws?
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Old 4th January 2014, 15:14   #22
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Default Re: Malpractice of Swapping Parts & Poor Service at Kairali Ford, Trivandrum

In case there is no resolution, I think your friend should initiate a consumer case. I know it's easier said than done, but I think it's the only way they can be taught a lesson. I also suggest that the SA, Works Manager & the dealership owner should be made a party (don't know the exact terms) so that they have to appear in the court every time the case is taken up. Only such inconvenience will stop them from doing similar crimes in future.

I also suggest that the car be taken to another authorized centre and checked for spurious parts replaced and also get a report from them on these. There would NOT be any other way you can be sure of the reliability / safety of the car. And at least in future, please choose another A$$, even if you have to drive an extra 100 kms.
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Old 7th January 2014, 15:09   #23
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Default Re: Malpractice of Swapping Parts & Poor Service at Kairali Ford, Trivandrum

Update : My friend has been informed that the stereo cannot be found and therefore he will be provided with a new one. He has agreed to it subject to the conditions that it should come in its full packaging with proper documentation to ensure that it has not been ripped off from another customer. And also that Kairali Ford should provide an years warranty on the set.
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Old 7th January 2014, 15:13   #24
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Default Re: Malpractice of Swapping Parts & Poor Service at Kairali Ford, Trivandrum

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Update : My friend has been informed that the stereo cannot be found and therefore he will be provided with a new one. He has agreed to it subject to the conditions that it should come in its full packaging with proper documentation to ensure that it has not been ripped off from another customer. And also that Kairali Ford should provide an years warranty on the set.
That is all? I think he should insist on knowing what is the action Ford takes to address this issue? Your friend was lucky to have noticed the swap. Also even in his car there might be other mechanical parts that have been swapped. How does Ford address this blatant theft and deceit at its own service outlets? Also your friend should insist on extended warranty on the whole car because there is no guarantee that other stuff too was not tampered with.
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Old 7th January 2014, 17:24   #25
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Default Re: Malpractice of Swapping Parts & Poor Service at Kairali Ford, Trivandrum

Happy to know that he has got evidence , but as told somewhere in this thread, they are not going to take any action for sure.
Couple of my complaints also got some response from MD's office and nothing happened after that.
On my last service visit to Kairali ford I have heard a customer returning and shouting stating that the Engine oil was not changed for his car for which he was charged. I asked him how he know that .This gentleman told me that he has been driving for many years and he can see that the colour of engine oil isn't new and the engine is rough.
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Old 3rd February 2014, 14:11   #26
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Update : The matter has been resolved. Kairali Ford has provided him with a new stereo unit with a full 1 year warranty
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Old 3rd January 2015, 22:52   #27
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Default Re: Malpractice of Swapping Parts & Poor Service at Kairali Ford, Trivandrum

Mod note: There are several spelling & grammatical errors in your posts. This negatively affects the board experience for other readers.

Kindly ensure that you proof-read your posts prior to submission. Also, it would be a good idea to use spell-checkers.

Last edited by Rudra Sen : 4th January 2015 at 07:38.
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