Skoda India — SKODA/ VW products not "fit for purpose"

Address:

Mumbai City, Maharashtra

Hello, I have serious complains towards products and services of SKODA/ Volkswagen group sold in India. I have summarized problems faced and my demands below; kindly let me know best way forward. · My car (SKODA Fabia – MH 03 AZ 0020) met with an accident on 15th June and was towed to SKODA workshop on 16th June. I was assured that I will get my car back in two weeks’ time but I have still not got my car back after accidental repairs. There were several commitments on the delivery date but still my car is lying in the workshop. Just to add, this was not a major accident; engine was not damaged in any way. 15 days was initial estimation given by workshop (JMD Bhandup) and if we go by uncertainty elements in service/ repairs, it shouldn’t have extended for more than 20 – 25 days. So now I am forced to use transport at my own expenses. · I have faced similar problem with my Fabia car in 2011, wherein SKODA could not deliver spare part (control module for window operations) for 3 months. The car was unusable during this duration. · My other car (SKODA Laura – MH 04 ET 3841) has developed problems with the ABS system and is now lying in the same workshop. I have spent a day in the workshop to analyze the problem and after keeping it in the workshop for 4 days, I have not been given any timelines on the delivery. So this appears to be a regular practice by SKODA towards their customers. · It’s worth mentioning that I have valid SKODA/ VW extended warranty on both cars. · I decided to escalate the matter to SKODA India’s complaint handling department for both of my cars and did so on 11th August at 11 AM (Complaint Number - SPL54608). In-spite of following up with them aggressively, I have not received any concrete updates till date. I have at least made 20 – 25 calls to customer service department and their approach is agonizing. I have not been provided any direct contact for my complaint neither I have received their escalation matrix. Sadly in spite of several commitments, I have not even received a single call…! Instead it’s me who is following up to have my complaint resolved. · As a consumer I feel betrayed. I have bought goods worth Rs. 22 lacs from a company that doesn’t even have slight sense of responsibility towards their customers. Being in the service industry for more than 20 years, I can definitely say that SKODA’s complain handling procedures and internal processes towards their customers are still at very premature level. So now as a consumer I demand the following, 1. I should be paid a compensation @ 2000/ day for Fabia Car which calculates up to (2000 Rs X 35 days) 70000 Rs. 2. I feel my SKODA/ VW products are not “fit for purpose” due to unavailability of spare parts (for car which is not even 4 years old) and poorly setup service centers. SKODA should take back these products and pay back entire cost towards me. 3. SKODA/ VW India should not be allowed to sell any product unless they setup acceptable complaint handling and product support processes towards their customers. SKODA India’s escalation matrix should be published on their official website.