UPDATE EVERYONE 4th OCTOBER 2011 BTW guys, If u think that you`ve not heard or read about my FIGO earlier ever at Team-BHP, think again. Please go through the attached LINKS. There`s a link that takes you towards the partial review that I`d written for FIGO utilizing my friend`s ID here @T-bhp and the other takes you towards my earlier nightmarish paint issue that has happened with the car.
http://www.team-bhp.com/forum/long-t...ms-report.html. And http://www.team-bhp.com/forum/techni...ightmares.html FORD`s alarm bell rings again…
Today was no different. As per my earlier conversation with the regional manager of FORD for western division, I received a call early morning from Bhavna Ford, making me aware of another FORD engineer`s presence at their office and request me to come to the dealership with the car as soon as possible.
Simultaneously I start receiving calls from 2 guys who have come from Wasan Ford with a another FORD Fiesta, which will function as my loaner car for the day, as and when my car is being tried, tested and analyzed by the new engineer at Bhavna Ford.
I have a Talk with the Regional Manager, confirm if these are the right protocols to be followed and affirm my support for their trial, test etc. to reconfirm the existence of issues although they were already confirmed on ‘PAPER’ and signed and acknowledged by Ford assigned ‘Service Advisors’ who`d come on last Saturday for the testing and verification purpose.
Rather than asking them about the logic of doing same tests again when their own assigned Service advisors (one of them is the
assistant manager for Wasan ford Deonar, Chembur) have verified already, I decided to play into their demands just to seek proper clarification and diagnosis for this issues later on.
I along with the Fiesta that has arrived at my place as a one day loan and my FORD Figo being driven by one of the guys that bought the fiesta, march towards Bhavna Ford. Mind it, that at this time I haven’t had a any breakfast or even consumed a glass of water and I`m out to work out a solution that is acceptable to me and FORD both and ends this whole strenuous episode for once and for all. Yes I Discussed Refund/Replacement, but RM notified me that FORD doesn’t do that in INDIA. But he assured me to give him a day or 2, so that he could understand what the higher management thinks about it.
I obviously am aware about my rights as a consumer and after consulting quite a few good men in Legal industry (thanks to twitter @Dinesh_Malhotra), I know, that i have a very clear cut case where in compensation/replacement/refund can be seeked from the FORD motor company based on the ordeal that I have had to go through after purchasing this FIGO (I am not generalizing things, but something is really wrong with my specific Figo as far as I am concerned).
RIDE TOWARDS BHAVNA FORD:
Left from home in haste giving a darn about my Business commitments or Digestive needs, and started to move towards Bhavna Ford as soon as I can, because didn’t wanted someone who has specifically come to attend my car to wait.
While I was in the Fiesta that was being driven by someone who works at Wasan, I did end up telling him about my problems and asked him whether he has heard about the same issues, as he comes into terms with these cars on daily basis. The guy was not at all puzzled and informed me, “Yes such problem did make their way into most of the FIGOs sold in the ‘2010 bunch’ and we have found mostly no cure or solution for the same, But FORD is now trying really hard to sort atleast some these niggles in the upcoming 2012 batch of Production units of FIGO.
He still requests me to not to buy a FIGO as it’s a car that’s built to a price by FORD and naturally FORD has done some heavy cost cutting in the same; resulting in dissatisfaction of customers and way too many issues in the after sales service category of car. He also stated that such problems come in a very random manner between cars belonging to different batches of production, but for the FIRST time he had heard about a FIGO which is now equipped with all the problems that it shares with its multiple twins,
in itself !
Not that inspiring huh?
BHAVNA FORD EPISODE:
As soon as I reach Bhavna Ford, I am greeted by assigned engineer with a very bright and pleasant smile on his face and expecting to the same from me in return. I smile back,
He asked me to reiterate all my concerns in the new JOB SHEET once again and said now he`ll again check if any of the problem exists. I made him aware about the earlier acknowledgement which I`d taken as proof
in case some of the problems notified &verified earlier just don’t resurface when tried, tested or checked for today`s inspection (just to be safe and good that I did it).
We share some more information with regards to the car and proceed with the inspection. I take the mail copy along with me that I`d sent to FORD, for my reference.
- First I explain him the color issue, then show him how “the bubbles, pinholes, rough patches, color mismatch etc.” have still made their way back on my car, though they were rectified under warranty by Wasan Ford after repainting 56 spots on my car, under FORD`s warranty Team`s authorization and under the supervision of earlier RM, Mr.Kalra.
Color defect was preexisting in this car, you can check this thread for more info (yes that`s my Figo and arihant.exe is my friend whose ID I was using at that time as I could not get my own created here):
http://www.team-bhp.com/forum/technical-stuff/92277-ford-figo-factory-paint-giving-nightmares.html
- Second, I take him to the Balaji Temple Area, Nerul (for handbrake issue). The car is taken on a slope that`s not having an incline of more than 25-35 degrees max (45 degree is the threshold, ford says) that too on very balanced curve. The handbrake fails to halt the car. He himself tries then, still it fails.
Problem is accepted to be found. So was it last time (earlier complaints) and notches were adjusted (resolution applied last 4 times).
But, I thought, maybe this time I might hear a new answer for this problem!
- We now both move on to Gears. I say it’s "Hard n rough", he says it’s like "butter n Ghee"… I show him the letter duly signed by earlier engineers of Ford, who just 2 days back, themselves confirmed that the gear shifts are hard and are not precise. He doesn’t accept the problem, I don’t accept his analysis.
- I show him the Khas Khas sound coming from the region where the alternator belt is located, he hears the same sound, accepts the problem to be found, says he will have to find the source. I accept his thesis, because as far as I am concerned I just want it to be rectified. And if it’s the alternator belt that has failed, then to be replaced a.s.a.p.
- We move on to Brakes being not inspiring or not precise issue. He says they are superb and are in fact rated best among other cars when compared. I simply could not gather any will to make him understand more about it, and as I have stated earlier to have accepted this issue for being a common FORD FIGO phenomenon, I leave it to him to decide.
- Sound after Pressing Brakes and Handbrake while on flat roads and even if someone tries to sit or get out of the car when the DUO are applied each, was FOUND and accepted.
- Horn issue is again accepted and is promised with another replacement. This car is replacements galore man, it’s like we change clothes it changes its mechanical parts!
- Suspension Making Noise issue Found and to be worked upon with lubrication and if yet the problem persists, may be replacements of Shock Absorbers will come into the picture (will be 2nd replacement for the same then).
- Assures me of checking all bolts of seats properly and will also check with computer assistance the 'AIRBAG safety light ON' issue.
- CAR BOTTOMING PART (2nd most critical issue in terms of driving and ownership experience) is mentioned by me to him, I also tell him about how we conducted a 126kms survey on 1st October wherein the car THUDDED (under-chassis were hit) 6 times in a span of 6hrs and test covering areas like Thane Belapur Road, Panvel Road and some outer areas off city limits.
says we can’t check again in such an extensive manner, but keeps on making the POINT that FORD FIGOs ground clearance is the BEST and it’s my own perception and method of driving that is affecting the under-chassis.
I try to show him the signed letter in which the earlier testers have themselves driven the car on such speed breakers and have accepted in writing that the car BOTTOMS out on speed breakers. He still didn’t budge and I found it to be redundant to ask him to accept this issues.
FINALLY
Car is left with Bhavna Ford for carrying diagnosis and repairs under supervision of the engineer from Chennai. I come back home around at 3.00pm after leaving at 10.00am in morning, not eating anything be it breakfast or lunch and no water. Monday and Tuesday, both days I could not go to my office or perform any of my personal duties as I was unwillingly warranted to FORD dealerships, if I can say that.
At 7.00pm I receive a call from the current Regional Manager, that car`s ready and we believe all the problems are taken care of. That was dubiously quick I say… he says we will again have a joint test drive tomorrow (today at 11.30am) and see if the problems have gone for good.
I notify him about the earlier instances when the same promises were communicated and in fact the car showed good corrective trend for first few days after repair/replacement/diagnosis carried last time and HOW it would all start to
FAIL again. He requests me to join and I say YES.
But I also make my point here. I tell him, that I won’t accept the car now, be it in any condition, unless FORD gives me in writing that these issues won’t reoccur and a certain resolution has to be passed benefitting me as a troubled consumer.
P.S:
Its too late. I feel strained. Need to sleep. Sorry if I may have missed some points. Need to go now. bye. Will update on todays joint test drive when I return back home.
Warm Regards n Thanks
Dinesh Malhotra