Soon after we began our Ford Car Lovers Series (Part 1 and Part 2), we also noticed a comment on our Ford Figo fan page on Facebook from Emmanuel Pradeep, a Ford employee and a proud Ford car owner, recalling his experience with Ford’s Roadside Assistance. We thought this would be great complementary reading on this blog, as we talk about customer experiences with Ford.

Has someone ever let the air out of your tyres or slashed them? This was the situation Emmanuel found himself in late one night after a visit to his relatives—four flat tyres and nowhere to turn for help.

“It was past midnight, and I was alone on the deserted road. I didn’t know what to do,” Emmanuel recalls.

After a few minutes of panic, he called Ford’s Roadside Assistance for help. “The operator was very helpful and first tried to calm me. He enquired about the problem, pulled out my car’s details, and put me in a conference call with the recovery technician to pinpoint my location,” says Emmanuel. The operator informed him that the recovery vehicle was on its way.

The recovery vehicle arrived in half an hour with three technicians. They reassured Emmanuel, and gave him a bottle of water and wet tissue. After inspecting the tyres, they inflated a couple with a manual leg pump. But the second tyre leaked, so they decided to first inflate all tyres. “I liked their quick decision-making, and I knew how painful inflating all tyres with a manual pump was, but none of them showed it,” Emmanuel explains. Luckily none of the other tyres posed a problem, and the technicians changed the spare wheel.

The car was fixed within 45 minutes, with a few minutes to finish the formalities. The call centre called Emmanuel to confirm that the car was fixed and he was soon on his way.

Summing up his experience, Emmanuel says, “I went home satisfied and relaxed. It’s a great job by Ford’s RSA service. I’m very impressed with the turn of events, right from logging my complaint to filling out the feedback form. I was pleasantly surprised to see the great team effort and ownership of the situation.”

Have you had a great Ford service experience as well? We will soon have an interesting activity here where you can share your stories with us. Stay tuned and keep reading!