[Resolved]  Volkswagen — Pathetic after sale

Address:

Maharashtra

Viral Desai responded on 01 Apr 2011 at 6:03 am #

Valkswagen Head Quarter: When we called up for update after long time for VW Passat, In discussion on of the Sr. Person from VW, whos name i dont want to disclose. Said 75000 Kms are huge for VW Vehicle. Isnt it sound pathetic…it means that you can buy this car just to show off, you can not run it on the road. In comparison i would say Inida’s local companies like Maruti and all are doing good, a small engine like 800 cc (Maruti suzuki) runs smoother after bloody 5,00,000 kms which cost you only a lak and half, while VW passat cost us 27,00,000 laks and engine failed in two years, not once twice in a row within one week.

Imported car companies never keeps parts in their service station as it cost much, it means if you have some major problem you have to just wait and watch for the parts to come. Even poor dealers are helpless because of that.

Read the correspondence below with HQ in Germany and India.

Dear i.V. Michelina Lauriola Maenza and i.V. Karin Gaedecke

This has reference to Complaint CL 5903 and my emails to you on the subject.

I am not able to find a sight of the action of local importer and seller(who GMS Motors P Ltd( Presidential cars) understandably shut the shop in India) cum service provider KSM Motors Navi Mumbai in India in redressing the engine failure as they themselves are yet to find out the root cause of the problem which they are still investigating with no timeline committment.

No clue as to what is going to be their action forward in redressing my complaint which is still a mystery and put to lot of inconvenience as even the comparable standard service vehicle was also not provided.

We are surprised that the Board of Volkswagen , Germany is waiting for the views of Indian Importer and seller , who generally find ways to have a causal approach ,as is already evident in the last one month and shall try to find fault with customer to get away with it.

I wish to bring to your kind knowledge that Japanese manufactuers Honda & Toyota called back number of vehicles which even if by 1% having doubt of manufacturing defect mainly to maintain the brand & company’s image which we hope Vokswagen Board & management in Germany shall swung in to similar action without waiting for the reaction from Indian Importer

It is to my great disappointment, there has been utter careless attitude and if this continues , there will be no alternative left for me to proceed with publising my experience in the media/press and also on all social networking sites.

I am sure you will respond proactively

Thanking you,

Yours faithfully,

Dear i.V. Michelina Lauriola Maenza and i.V. Karin Gaedecke

At the outset, It is a real satisfaction that the board of Volkswagen has appreciated the customer complaint and referred to India as it was imported & sold to us

While thanking you for the immediate response, which we are yet to see the response from India counterpart , kindly appreciate the following:

1. Engine failure has happened on Mar 22,2011 for second time in a row
within 5 days from the date of first engine failure get rectified and handed over to us on 16 Mar 2011. This clearly establishes the fact that there is a functional defective observed in the Engine which the Service centre are not able to identify till now but casually informing Turbo has failed and Gasket oil to be replaced etc which clearly shows that the exact cause of failure neither could be identified nor the facts of the status are getting disclosed to me as your esteemed customer.
2. Time and again ,when the services were made in the last two years ,
complaint was registered with the various service centres of Volkswagen that the Engine oil and Coolant is getting absorbed faster needing frequent replacements on every three to four days but the said complaint was given a deaf ear by Volkswagen service dept in India.
3. As a customer, I had relied on the pure brand of Volkswagen with a
blind folded faith , that the German brand has an exceptional value proposition which is getting fundamentally at stake which of course the Board of Volkswagen will not force me to advocate towards a “Bad Publicity” by going to Press/Media to reflect myself as an irate customer
4. There will not be any assurance, on the contrary even after repair,
on non-recurrence of the failurre of Volkswagen PASSAT again for taking my safe riding on Road on this vehicle.
5. Repeated efforts to call Mr Altaf , Customer care head in India is
left unattended on his Mobile.

All the above stated points, clearly reflect that the vehicle has inherent manufacturing defects beyond the capacity of repair by ordinary prudence necessitating that the vehicle should be recalled for the manufacturing for a complete investigation by providing us with a replacement of a NEW VEHICLE,which is the least is expected from Volkswagen to alleviate the mental and physical sufferings sustained by me as a customer after choosing such a wonderful German Excellence Vehicle brand.

Yours faithfully

> Dear Mr. Ahuja,
>
> Thank you for your e-mail addressed to our Board of Management. Due to
> the nature of your correspondence our department has been requested to
> reply.
>
> With regret we have learned that the engine failure on your Volkswagen
> Passat occurred again after a few days and that the defect could not
> been resolved, yet. No doubt, we understand your disappointment about
> this situation and offer our apologies for the inconveniences
> involved.
>
> Although we are sorry to learn about your ongoing dissatisfaction, we
> like to point out that a possible cancellation of the sales contract
> will be checked and decided by the retailer where the vehicle was
> originally purchased.
>
> Since we can only act as a mediator from this end, we have forwarded
> your correspondence to our importer
>
> Volkswagen Group Sales India Private Limited
> Vakils House
> Ballard Estate
> 18 Sprott Road
> Bandra Kurla Complex, Bandra (East)
> 400001 Mumbai
> India
> Phone: +[protected]
> E-mail: customer.[protected]@volkswagen.co.in
>
> who is responsible for all sales and service matters in your country,
> asking them to look into your matter and get in direct touch with you
> at their earliest convenience. We are convinced that our
> representative will do whatever is possible to help achieve an
> acceptable solution for all concerned and re-establish your faith in
> the Volkswagen brand. Please expect further communication from them.
>
> Thank you again for taking the time to bring your concern to our attention.
>
> Yours sincerely,
> i.V. Michelina Lauriola Maenza i.V. Karin Gaedecke
>
> Volkswagen AG
> 38436 Wolfsburg
> Tel +[protected]*
> Fax +[protected]*
> Mail to [protected]@volkswagen.de
> Homepage http://www.volkswagen.de
>
> 0,14 €/Min. aus dem dt. Festnetz, max. 0,42 €/Min. aus den
> Mobilfunknetzen
>
>
> VOLKSWAGEN AG
> Sitz/Domicile: Wolfsburg
> Registergericht/Court of Registry: Amtsgericht Braunschweig HRB Nr./.
> Commercial Register No.: 100484 Vorsitzender des
> Aufsichtsrats/Chairman of the Supervisory Board: Ferdinand Piëch
> Vorstand/Board of Management: Martin Winterkorn
> (Vorsitzender/Chairman), Francisco J. Garcia Sanz, Jochem Heizmann,
> Christian Klingler, Michael Macht, Horst Neumann, Hans Dieter Poetsch,
> Rupert Stadler
>
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