Volkswagen India — : complaint regarding poor service rendered at volkswagen phoenix dealership malappuram

Address:

Malappuram, Kerala

From
Dr Anees Rahman
aneesdocs.[protected]@gmail.com
Ph no [protected]
Sir
Sub:Complaint regarding poor service rendered at volkswagen phoenix dealership malappuram
I am writing this to make you know of my tragic plight that I had to endeavor at Volkswagen dealership service center (phoenix) at Malappuram Kerala which is a newly opened one. I had booked the prior day and got appointment on 27/11/16 which was Sunday but a working day due to the fact that there was a state wide harthal on Monday.
My car is VW Polo petrol which I had brought on December 2015. I have been hearing a knocking noise from the right side front end of the car for the past few weeks. It occurs occasionally only and that too when turning to right on uneven roads at a speed of about 40 to 50 km/h. while on straight roads and on rubberized roads the car is quit. The right side strut, tie rod end, anti roll bar mount, link and bushing, lower control arm and ball joints are all in good condition. But when the car is stationary, wheel turned right and while shaking the CV (constant velocity) shaft there was excessive sound and play from the outer end compared to the left side. I suspected this to be the cause for the knocking sound.
I told them the same and they send two mechanics along with me for a test drive to identify the sound. Both of them told me and agreed that there was a small sound and they suspected that to be from the sway bar mount or link. They shook the car from the side while I was inside to know if that was a sound from the anti roll bar link. But there was no sound when they shook. After that they took the car to the service center and after examining told me that the strut and everything else was perfectly alright. And the excessive sound that the right CV shaft and joint on the outer-end, while shaking with hand, compared to the other side, was a normal sound. I told them that it is more than the left side and it might be the cause for the knocking sound while turning right on uneven roads.
Then an advisor and another mechanic sat along with me for another test drive. This time, too, the small knocking sound was audible for many times during the short distance that I drove through the uneven road. But they were not willing to accept that there was a sound even though they could hear it and I could hear it as if they had already planned to say that. I told them if they are actually not hearing the sound then we can drive some more. But they were not willing at all even though i insisted a lot. It was obvious from their unwillingness to drive further to hear the knocking sound that they had already heard it and not ready to acknowledge that. Then they took the car to the service centre again and after checking they told me that there was no problem with anything and the excessive CV shaft sound while shaking it with hand was normal.
Then the manager came with me for the test drive but he too did the same and didn’t agree. They didn’t examine the right CV axle and the outer joint by removing it from the wheel hub. They were not willing to do so even though I asked. He said that it was not enough if I complained about the sound or if I demonstrated the excessive noise from the CV axle and shaft when shook with hand. He said they could remove the outer CV joint from the wheel hub only if ‘they’ were able to hear a knocking sound while driving and since they have not heard the sound they can’t do anything and that they won’t do it like the local worshops does when we complain.
Previously I have been for services to the Calicut Pheonix VW dealer and they had provided a good service. I was very disappointed and shocked at the way they treated my complaints at Vw Pheonix Malappuram. I am a Doctor. For me taking a day off from duty is very difficult since it affects both me and my patients. I opted for Volkswagen because of their superior quality. Even though the dealership people do not find the problem significant for me it is very troublesome because I care for my care very much. I expect that Volkswagen Kindly help me in finding and solving my problem.
Date of incident 27/11/2016
Car details –
VW POLO 1.2 MPI COMFORTLINE GP
Car chassis number MEXK1560XGT036322
Car engine number CJL 110538
Date of delivery 11/12/2015