[Resolved]  Volkswagen India — Complaint on My Volkswagen Polo service at EVM Motor Vehicles Pvt. Ltd., Kottayam, Kerala, India.

Address:

Kottayam, Kerala

I would like to bring your attention to a very bad experience that I had last day (06.12.2014, Saturday). My name is Jomon T Vallikappil. I own a Volkswagen POLO high line since 2012. It is very bad and was unexpected reactions that I had to face today as I took my Polo to EVM Motor Vehicles Pvt. Ltd., Kottayam, Kerala, India. Let me brief the incident. My Polo was showing some complaint with its Power window functioning. Though I had quite a busy schedule, I myself went to the service centre to rectify the complaint instead of sending my driver as I take good care of my car. And the experience which I had to face there was horrible and unacceptable. As I enter the service centre (EVM Motor Vehicles Pvt. Ltd., Kottayam, Kerala, India), I explained that my power window was showing a complaint. A service person came, checked the vehicle and diagnosed the compliant as “faulty fuse”. They told me that the fuse need to be replaced and it may cost around Rs. 1800. I agreed. They replaced the fuse and said that the vehicle is good to go. They even showed me the windows working well and I was charged an amount of Rs. 1361 for this ( bill enclosed). I stepped out of the service centre and moved almost 100 meters and then I found that the power windows do not work. I was worried and went back to the service centre and met one Mr. Jacob Jose, Service advisor, EVM Motor Vehicles Pvt. Ltd., Kottayam. I explained the things to him, my vechile was again taken in to check and was returned in no time. Now they tell me that its not the fuse but it is the switch that is having the complaint. I asked them that you said it was something wrong with fuse and you even charge me Rs.1361 for the fuse and now you are saying that the complaint is with switch and it needs to be replaced. Which statement is correct? If it is switch, then why was the fuse replaced. Even when they told me that the switch is having the fault, it sounded like they are not sure whether it is actually a fault with switch. I didn’t get the switch replaced/ changed because I am quite sure that if this fault is shown again, they are going to blame the Engine next time and may even ask me to replace it. It is so cruel and pathetic from your service personals to be so careless / lazy while dealing with customers. As I mentioned earlier, I have dropped my whole day’s programmes, just to get this problem solved and in the end, I lost a day of mine and the problem still stands. How your people can can be so careless and rude to customers who have managed to spent money to buy a Highline variant of your product. I’m sure, this will be a bad mark in my mind about Volkswagen and their dealers EVM Motor Vehicles Pvt. Ltd., Kottayam. When we come to service our vehicle, kindly show the interest and concern or half of it that your people show while they came to us as we plan to buy one of your products. Also I had a very bad experience from your sales department too ( To say, your people just destroyed my whole day), and that was horrible too. I also had a plan (which I dropped as I experienced such a horrible response from your sales people) to exchange my Polo for a Vento TDI Highline. When Ivisited the sales section and explained my requirement, they just throw me a price list of VW Vento and that’s it. They haven’t had any interest or patience to talk to me, they didn’t tell me what value will my Polo gets, or what more should I have to pay for it or any of my queries. From the attitude shown towards me, I realized/ felt that they are informally telling me “take it if you want or else get lost”. I know this is quite a long letter, but I felt so bad, insulted and irritated today from the Sales and Service departments of EVM Motor Vehicles Pvt. Ltd., Kottayam, Kerala, India, which made me write a long one.