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Ford Endeavour owner to get Rs 60k compensation as dealer fails to fix SUV

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Chengalpet District consumer disputes redressal forum has directed Ford service centre, Iyappanthangal to pay 60k as compensation to a customer. This is to recompense for faulty and delayed vehicle service.

PCR Suresh of Kilpauk had sent his Ford to the service centre. The problem persisted post servicing. The Ford Endeavour SUV was then sent to another centre, and the customer had to pay more cash to have the problem fixed.

Customer then approached the service manager at Manasarovar Motors Pvt Ltd on August 4, 2016. This was for service and repair of a noise in the star joint (universal joint). The vehicle was delivered on August 18. Service cost was Rs 82,000. The noise recurred in a few days, and the vehicle had to be sent for servicing again.

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The petitioner highlighted the ‘callous attitude of the staff at the centre, and substandard service’, which led to great inconvenience, and mental agony. In February 2017, the petitioner again faced troubles with the vehicle.

This time he informed the 24-hour service department of the service centre. The technician who attended to the problem was unable to resolve the issue. Two days later, the vehicle was towed to the garage. It was delivered post two weeks later, and fixing it had cost the complainant another 60k.

PCR Suresh said, “The noise in the star joint still persisted.” Following this the customer was enraged at the way things had worked out. The deficient and delayed service was a bother. To top it all, post service, the air conditioner stopped working. The AC had been functioning just fine when the SUV had been sent for servicing.

In its reply, the service centre highlighted that the vehicle in concern had been purchased in 2011 at another dealership. The vehicle in questioned had been bought to their service centre for the first time in August 2016.

In its defence, the service centre management said, “Since the vehicle was not serviced periodically, parts had to be changed and they were done so with the customer’s consent.” The delivery delay was attributed to delay in approval from the customer in attending to certain deficiencies.

Upon considering all submissions and evidences, the forum members opined that the outcome tantamounts to deficiency of service despite having charged the customer upward of 1.5 lakhs. The centre has been directed to pay Rs 60,000 as compensation to the customer.

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