I raised a problem related to my door key getting non-functional after the door lock got jammed in the middle of a road. While I managed to return home using public taxi and got the duplicate key to open the door and brought the car to the service station (Sreeji Ford, Thane, Maharashtra). The service engineer there confirmed that the lock would be replaced and thereby I handed him over the set of keys. However, after the servicing is done I was informed that the lock was repaired and did not require a replacement. But then, my non-functional key was handed over to me and I was asked for Rs 1500/- (estimated) for repair of the key. This was surprising since lock was covered under warranty.

I raised a complaint to FORD on 18.10.2011 on this and after repeated email follow-up / reminders, I received the following response on 12.11.2011:

Dear Mr. Mukharjee,
This is subsequent to our earlier correspondence regarding the vehicle bearing registration number MH43AB1304.
Further to the telecon we had with your goodself we understand from our dealership and from your discussion that the concern had been addressed and resloved,further we understand that you have misplaced the duplicate key of the car for which we request you to contact our dearlership and procure the duplicate key on payment base, as misplaced or loss component does not fall under the purview of warranty.
Trust your understanding on this.

Thanks & Regards,

Sri Vidhya
FIL - Customer Relations


followed by:

Dear Mr / Mrs / Ms . MUKHARJEE

This is subsequent to our earlier correspondence regarding your concern ID Number : {SrvReqNo0800010139]}.We understand that the service request raised with us had been attended and resolved

Please feel free to contact us for any other assistance 1800-425-2500 BSNL/MTNL 6000-2500 Add STD code of your state capital. (9am to 6 pm on working days). or write to us at custmail@ford.com

Assuring you of our best services and continuous support at all times.

Thanks&Regards,
Customer Relations
Ford India PrivateLtd.

This delay and the quality of response clearly show the lacadaisical approach towards the customer.

After this, I took the matter up to the MD's desk at FORD, where seemingly all the customers are to receive thesatsifactory resolution. However, I receved resonse on 03.12.2011, after 11 days and 1 reminder from me, to confirm that the stand taken by the dealer is reght and FORD can not do anything, since key is not covered unedr warranty, even when (a) the lock is under warranty and also (b) the key got damaged due to the no functional lock.

This response and stand from FORD is not acceptable to me. Hence I wanted to register this complaint.