Ford service

Re: Planet Ford, Bibwewadi, Pune

On March 28th I received a flyer from Planet Ford, Bibwewadi, Pune informing me of a free check up summer camp (Saturday, Sunday & Monday the 1st, 2nd & 3rd) along with other discounts. I called on Saturday April 1st, 2006 to schedule an appointment for this free check up along with the yearly service which was due on the April 18th, 2006. I was told that the only available date to take my car in is April 4th, 2006 and that the free check up is not available on that day. It seemed pointless to advertise certain dates when they cannot be honored.

I took a chance and took my car in on April 3rd, 2006 and was given a warm reception by the friendly service manager. I inquired about the free check up along with the upcoming service due on the 18th and that if the discounts and the free check up can be combined. He mentioned that the car service will include all the free check up from the flyer anyway, and that the discounts will be honored. I left my car and was asked to collect it on April 4th, 2006 by 6 pm.

On April 4th, 2006, I arrived at 5.30pm and informed the receptionist (Ms. Neha) that I am here to collect my car. She took my details and asked me to wait while she calls the service manager to get my car. At approximately 6pm, I noticed her taking her handbag out of the closet and leave. I sat in the reception till past 6.30pm and also noticed that the customers who came after me were served and left.

After getting tired of waiting I inquired at the counter and asked the reason why I have to wait this long. I was promptly given a lame excuse that my car has gone for a wash. At the same time the service manager stepped in and I inquired what this long wait is for. He apologized and said that he was never informed by Ms. Neha that I was waiting.

There after the service manager produced my bill and I noticed that no discounts were applied and none of the free check up was given. He apologetically mentioned that this was a scheduled service and that the discounts cannot be applied. I fail to understand why this was not mentioned at the time I gave my car in and was led to believe otherwise.

After reluctantly paying my bill, I inquired about the free evaluation of the car and was told the evaluator was not available.

Finally I went to get the car and noticed oil smudges on the bonnet and a small glass pendant worth Rs.100.00 which was hanging from the mirror was missing. The missing pendant, I will take the blame for, as I should have removed it.

On 4th April, 2006 I sent an e mail to the head quarters to report the above lack of customer service and the missing pendant. I got a short apology from the receptionist (Ms. Neha) other then that the management at Planet Ford did not investigate the missing items and did not see my complaint fit enough to get involved directly.

Ex Ford Customer,

Sunil Unnadkat

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