Ford Endeavour No. KA-04 ME-5252

16th Feb 2006

IW / FE / 001

To,

Customer Relation Centre

M/s. Ford India Pvt. Ltd.

S.P. Koil Post

Chengalpattu

Chennai – 603 204

Sub : Bad news for this Ford Endeavour owner

Regn. No. KA-04-ME-5252

Car Purchased on 23/09/2004

Covered 30,000 km to date.

TO WHOMSOEVER IT MAY CONCERN

As the last person I addressed the letter to “Mr. Dushyanth” did not bother to reply (Please refer my fax dated 10/02/2006. Sent at 6.30 p.m. to 5304114254279.

In the Times of India, Bangalore edition, an advert for the Ford Endeavour said “For all those who bought a luxury sedan yesterday, we have some bad news” – the advert goes on to say that to buy a Ford Endeavour etc., etc.

Well the Ford Endeavour that I have is real bad news.

Everything about my car is bad news.

The dealership is bad news.

The service center here is bad news.

The customer relation center at Chengalpattu, Chennai is bad news.

WHY

Recently I complained about a breaking problem in my car. The breaks are not holding well and when it does, the car moves from side to side. Also, when I depress the break peddle, the break peddle goes further than what I have experienced earlier. Several times, I have complained about this matter to the service center here, several times I have sent my driver with the complaint, but the car keeps coming back saying that everything is fine and when I drive the car – the bad news is that the breaks are still functioning in a pathetic way.

I have tried to get in touch with somebody in Bangalore service center, but so far I have drawn a blank. I have tried to get in touch with somebody responsible in Chengalpattu, Chennai, but again so far I have not got any reply, despite sending faxes and telephoning them at my expense. After paying such a huge sum of money for the vehicle and since Ford is such a large company in the international car market, I am really disappointed about the sad state of affairs in your service centers and your so called customer relation center in Chengalpattu, Chennai.

SOLUTION

It may be a good idea to come and meet the service center manager for my Maruti Swift in Bangalore. He would probably explain to you the way things are done after a customer buys a car and gives it in for service or for a complaint.

First he would receive the car and make a note of all the complaints.

He would then take a signature endorsing these facts.

Once the car is ready to be handed over, he calls and informs you.

The car is picked up and it is taken for a test drive, once everything is fine I take my car and leave

He then calls me the next day to find out if the car is all right and if all my complaints have been attended to. He also gives a weekly / monthly follow-up call again to check the car is in good shape.

This for your information is followed in most garages big and small. Some without international exposure.

On 14th Feb 2006, I received a letter from Mr. Dushanth asking me to go the dealership again, which according to me of no use, as they seriously do not know what is wrong with the car, because every time I sent the car to be fixed, it comes back with the same problem.

I regret to say that I do not have the time and inclination to attend to any of these problems any more and would appreciate if this matter is addressed immediately.

In anticipation of quick action and a proper reply.

Regretfully yours,

For Trident Interwood Pvt. Ltd.

Hardeep Sawhney

Director.