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Old 14th October 2016, 14:19   #31
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Seems like Ford has woken up and likely to give some solution.

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Can't see any reply from Harish though on FB. Yet to find the credibility and current status of the issue. Have contacted Harish myself.

Last edited by a4anurag : 14th October 2016 at 14:21.
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Old 14th October 2016, 14:30   #32
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Default Re: Lakshmi Ford (Guntur) damages customer's EcoSport

As far as I can see that was offered even earlier - so no change in Ford's stand so far.

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Originally Posted by F150 View Post
I read on FB post comments section, Ford has already offer Option 1 without total maintenance plan for 2 yrs.

Pushing for a new car is plain ridiculous and the kind of comments on the FB post are very aggressive. People have completely forgotten the word "reasonable".
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Old 15th October 2016, 15:04   #33
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Default Re: Lakshmi Ford (Guntur) damages customer's EcoSport

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Originally Posted by dpkbehera View Post
My point is simple i.e When we handover the car to anyone in our circle be it friends, family,colleagues,driver etc, we have considered the risk element and taken the same. If anyone had damaged the car, we would have at most asked them to get it repaired at their cost and not asked for a new car. In a similar way, we have handed the car to the dealer despite knowing very well that there is a risk associated with it.
I would agree with almost all options except for a brand new car.
What sort of a logic is that? Handing over the car to your friends and relatives is not equal to handing it over to a service station!

You have a *choice* in the former case, it's voluntary. If you fear for the car, you can refuse. It's not that you have to hand the car over to them every 6 months or 10,000 kms (whichever is earlier)! BUT when a check engine light comes on while you are driving across states, what other option do you have except giving it to a service center? Drive it back as is 200kms to your home? Sit in the car 24x7 for the duration it is with the service center? Service centers are supposed to fix cars, not break them. With Ford, this seems to be happening with alarming frequency. Unfortunate, unlucky, co-incidence, whatever it might be, the parent company just cannot wash their hands off it. Demanding a brand new car isn't totally unjustified.

There will always be folks who will echo the voice of reason, until someday this happens to their brand new car. There are things we don't understand until it hits us.

Last edited by Dry Ice : 15th October 2016 at 15:10. Reason: typo
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Old 15th October 2016, 15:54   #34
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Default Re: Lakshmi Ford (Guntur) damages customer's EcoSport

It's understandable that we feel that it's the dealership fault. But EoD it's an accident, on a public road (the dealer wasn't in full control of the environment).

Put yourself in the dealers place. You employ an experienced driver with a driving license for, say, 15,000/month, in good faith expecting him to bring in cars for routine servicing. There's not much more can you do to keep things in control.

IMO My proposal (to be fair to both parties) will be as follows :

Step 1
The since owner has B2B insurance anyway, he should claim insurance & sell the car after repairs.

Step 2
The dealer should understand the heartburn & shouldn't stonewall the customer (& definitely shouldn't threaten to charge for parking). He should understand that EoD the moral liability is to compensate the customer (by cash) for 90% of the reduced resale value due to the accident and maybe also for the NCB lost. (Infact, instead of bearing the full cost of repairing, this'll probably cost 50% of that).

Ford Motors should broker this deal, and ensure that the dealer doesn't shortchange the customer for the compensation. (Afterall a 4 month old 3000km car is BRAND NEW, so the compensation should almost be enough for the customer to buy a new Ecosport.)

Car companies and dealers better change their policy, else victimised customers may, quite really, crash the dealers test drive cars. The risk itself will cost dealers more on service center insurance.

As for consumers, we realistically can't get justice in India, we'll need to bear a very small amount of loss at times, to live a peaceful life.

Just my 2Ę
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Old 15th October 2016, 21:36   #35
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Default Re: Lakshmi Ford (Guntur) damages customer's EcoSport

Quote:
Originally Posted by GrammarNazi View Post
Put yourself in the dealers place. You employ an experienced driver with a driving license for, say, 15,000/month, in good faith expecting him to bring in cars for routine servicing. There's not much more can you do to keep things in control.
Are you sure a good, trained driver was driving this EcoSport? I am not saying otherwise, but I am going to put the entire blame on the driver employed by the dealership. It is their mistake, period.

The day dealers and manufacturers read posts like this, they are going to make life difficult for us by employing further nincompoops to handle the cars & get behind its wheel.
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Old 16th October 2016, 15:04   #36
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Default Re: Lakshmi Ford (Guntur) damages customer's EcoSport

Read a comment yesterday by the owner on fb that FORD has deployed SEO's (search engine optimization) to spam his comments section and humiliate those supporting him.

Didn't expect ford India to stoop down to such low level. I don't understand what will ford gain from such malpractices. IMHO it will only damage their reputation further.

And with nearly 60k shares on fb I wonder how much of damage this incident would have done to ford's reputation which would have been avoided had they handled the situation well.
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Old 16th October 2016, 20:17   #37
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Default Re: Lakshmi Ford (Guntur) damages customer's EcoSport

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Originally Posted by auto_enthusiast View Post
Didn't expect ford India to stoop down to such low level. I don't understand what will ford gain from such malpractices. IMHO it will only damage their reputation further.
Well, why not?

Skoda wanted to "instigate" all forum members not so long ago.
Ill advised management and misplaced priorities of the manufacturer are enough to do all this circus rather than sitting down with the customer and sorting it out once and for all.
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Old 27th June 2017, 21:24   #38
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Exclamation Indifferent and apathetic attitude from Ford India and dealer Lakshmi Ford Guntur

Hello,

The following post is going to be a bit long, so please bear with me.
I came across this post while surfing FaceBook and felt really bad at the way Ford India is treating its customers. Hence this post.
This incident happened to a person called Harish Kara, the owner of the car. I am not related to him in any way. Just thought of putting this up here so that Harish gets a bigger audience who are passionate about cars and can help him, if possible.

Here goes the post. I have copied and pasted exactly what I received in my email from Harish. Any help will be much appreciated.



My Name is Harish Kara and I live at Hyderabad. I along with my wife have purchased a Ford Ecosport TDCi 1.5L Diesel Titanium- Silver (Black Edition) on 25.05.2016 at Modi Ford, Hyderabad.

As things stand, while traveling out of town on 03.09.2016, I took the vehicle to Lakshmi Ford Service station at Guntur, Andhra Pradesh as the Engine Malfunction Check light went on. I was informed by the Service Station that it is a small issue and will be addressed quickly. Whereas a couple of hours later I was informed by the Service Station that the vehicle met with minor accident as the driver/mechanic, driving the car for test post service, has rammed the car into another car ahead at excessive speeds. I reached the service station and found out that the accident was not a minor one and it resulted in excessive damage to my car. This Car has clocked only 2800Km till date

Lakshmi Ford has suggested to get the car repaired by making a claim from my insurance company, for no fault of mine. The damage caused is entirely due to the negligence of Ford's Service Center personnel for which I should not be made to pay a price.
In this context, I have asked the service center (who is also Ford dealer) to replace the car with a new one as the accident has been caused due to the negligence of Fordís personnel and also vehicle is brand new and I am not ready back to take a damaged car the value of which has already dropped considerably owing to this accident even if repaired and given back. The dealer turned a deaf ear and did not even bother to meet or respond to my mails and phone calls.

Then I request Ford India to intervene and make sure this issue resolves quickly. As it is a clear case of negligence and carelessness by Fordís Personnel who did not even take the basic precautions to maintain minimum safe distance from the vehicles ahead. Ford India replied me stating that they do not have any legal responsibility for the accident but have offered to get the Vehicle repaired at the cost of Dealership which was totally not agreeable to me as even if repaired the value of the car has already been considerably lost due to excessive damage for which I should not be made to suffer and also I cannot drive this car again with same confidence as I drive an accident free car. Fordís response that they do not have any legal responsibility for the accident that was caused by the negligent driving of their personnel is pathetic.

Left with no option other than to proceed legally we have sent a legal notice through our Lawyers to Ford and the Dealership asking them once again to resolve the issue at the earliest. Instead, we received a reply from the dealership that the dealership is not responsible even to get the car repaired and I should get the car repaired claiming costs from my Insurer, and the driver and owner of Vehicle to which my car has collided. On one-hand Ford offers to repair the Vehicle free of cost and on the other hand dealer is threatening to collect a parking fee of Rs 250 per day from the customer for the vehicle lying at their service station. This clearly shows the arrogance and Highhandedness with which Ford and the Dealership have been handling this issue.

It has been more than a month since we have been waiting for the issue to be resolved and believe me, Ford has handled this very badly so far. How can Ford India authorize a service centre where its personnel donít take a minimum precautions when driving a customer car? Ford has been assuring its customers of a family like experience. Negligent driving and causing excessive damage to customer car is definitely not a family like experience.

Please Share and Reshare this post till it reaches Ford!!!!

Ford India, #FordIndia, Lakshmi Ford Guntur, #Lakshmi_Ford_Guntur
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Last edited by ayankm : 27th June 2017 at 21:50. Reason: Wrong Dealer quoted.
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Old 27th June 2017, 21:34   #39
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Default Re: Indifferent and apathetic attitude from Ford India and dealer Modi Ford, Hyderabad

Accidents do happen, no matter how careful the drivers may be. Ford has offered to repair the vehicle for free - a little follow up should settle that matter and get the dealer to comply since it is already given in writing. Honestly, expecting any more from Ford is unreasonable.

And the legal route will go nowhere. I'm pretty sure the small print of your service agreement says the dealer is not responsible for accidents when you leave the car with them. In fact, the dealer can force the customer to use his insurance from a legal standpoint - it's just very bad form to do that in this PR conscious age.

Last edited by McLaren Rulez : 27th June 2017 at 21:39.
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Old 27th June 2017, 21:39   #40
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Default Re: Indifferent and apathetic attitude from Ford India and dealer Modi Ford, Hyderabad

Oh this is a terrible thing to have happen to your new car. Really sad.

I don't believe there is any hope of car replacement. Please don't charge the repairs to your insurance as you will lose your No Claim Bonus if any. Also, insurance also depends on if the technician has a valid DL at the time of the accident.

In order to avoid these potential hassles and sticking points I think you should consider having the car repaired to your complete satisfaction by the Ford dealership at their cost. Ford India should ensure the dealer takes the hit for this accident.

Taking the legal route will create a mess and drag this case on for a long time. It's better to have a pragmatic approach.
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Old 27th June 2017, 21:42   #41
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Angry Re: Indifferent and apathetic attitude from Ford India and dealer Modi Ford, Hyderabad

I also saw this post on FB. Really sad to hear this attitude of the dealer. This is a clear case of dealer ripping of the customer for the fault of the dealer staff.

Already people have skepticism towards Ford (thanks to the Escort service costs in the 90s) even tough they have come forward a log way and their servicing costs are cheaper than their competitors. Incidents like these will take Ford sales to the bottom!(Figo twins - sales dud, Endeavor-trying hard to get 200 odd sales vs 2k of Fortuner, Ecosport is their only bread and butter model). .

Ford India should try to resolve this issue soon before it tarnishes their image
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Old 27th June 2017, 21:48   #42
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Default Re: Indifferent and apathetic attitude from Ford India and dealer Modi Ford, Hyderabad

Quote:
Originally Posted by McLaren Rulez View Post
And the legal route will go nowhere.
Quote:
Originally Posted by R2D2 View Post
Taking the legal route will create a mess and drag this case on for a long time. It's better to have a pragmatic approach.
I kind of agree with the fact that taking a legal route will be messy and unnecessarily prolong the matter. Add to that the fact that Harish will be without a car for God knows till when.

But at the end of the day it is the decision of the owner.
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Old 27th June 2017, 21:57   #43
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Angry Re: Indifferent and apathetic attitude from Ford India and dealer Lakshmi Ford Guntur

The damage looks severe and the airbags have been deployed as well. So there may be structural damages as well. If so wont replacing it rather than repairing it as asked by Harish be the right decision? Even if Ford repairs it free of cost, the car would depreciate so much because of the accident and isn't dealer responsible for that?
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Old 27th June 2017, 22:44   #44
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Default Re: Indifferent and apathetic attitude from Ford India and dealer Lakshmi Ford Guntur

Saw this in FB as well and really felt bad for the owner.

Coming to possible solutions- can this be written off? I mean what is the repair estimate? Any ideas?
Honestly, getting this repaired is a tough decision from the owner's point of view as the vehicle is almost new but probably is the only way out practically; if it can't be written off. However this repair should be carried at cost of the dealer only under the supervision of Ford India, as the dealer may do a sub-standard job to save costs at his level.

Hopefully things will reach higher-ups in Ford soon.

Regards,
Saket.

PS: Thread exists. Mods may please merge.

Last edited by saket77 : 27th June 2017 at 23:14.
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Old 27th June 2017, 22:55   #45
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Default Re: Indifferent and apathetic attitude from Ford India and dealer Lakshmi Ford Guntur

Pardon me, but this is a pretty old post. It was already discussed in the following thread.

http://www.team-bhp.com/forum/indian...-ecosport.html (Lakshmi Ford (Guntur) damages customer's EcoSport)
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