Volkswagen India — Regarding Damage done to my vehicle at the service centre

Address:

Nashik, Maharashtra

To all India Service Head (Volkswagen India) 4th Floor, Silver Utopia, Cardinal Gracious Road, Chakala, Andheri East, Mumbai - 400099 As per my telephonic Conversation with Aarti Agarwal, Rishikesh and Krishna Kumar (so called floor manager) I had asked for the service head but I guess the company does not afford one. In continuation to my complaint No. CAL33773 Dt. 20/08/2013, CCR8243 Dt. 31/07/2014, CCR24149 Dt.31/07/2015 and CCR29463 dt. 01/08/2015. The issue that has arisen is after the replacement of the air bag unit after continuous emails and Telephonic conversation Mr Krishna Kumar was of the opinion that he had done me a favor by replacing the defective parts of the defective vehicle that was delivered to me. If the company is so prompt and up to the mark then how come each time I had to write long e-mails to get the work done from hopeless and useless service center. During the telephonic talk with floor manager he was asking the list of the Defective parts that were replaced by the company, instead of he telling me the parts replaced, he was asking me the list (what type of service managers and service centers has vw India employed and allotted is a big question). Thank you from the bottom of my heart for replacing all the defective and damaged parts that were installed in my vehicle so easily without any word from the neither service center nor VW India. Each time I wrote to the customer service department I did not receive any communication from VW India only email reply was that your query will be handled by VW Nashik as per German Standards. Also everytime the problems that were brought to notice were genuine problems and not self-created ones (some were serious ones as well) the company did not at any single instance say that there is problem in the vehicle and admit that the vehicle is defective. We are very frustrated with the problems we are facing with the vehicle, each time any work is carried out at the service centre some another problem arises in a few days (I think the service center people are tampering and playing with the parts and components of the vehicle), last time the rear side airbags were tampered( I had written about it to you) now this time after keeping my vehicle at the service centre for 3 days they have damaged the steering control unit. The service centre people don’t care what the customer faces they just want money. The problem that has arisen now after the airbag unit that was replaced last month that means that this problem was not faced by me earlier, I am not able to understand that how come after replacing the airbag unit the steering control is damaged and needs replacement until and unless there is fault at the time of installation of the airbag unit.( But there could be a high probability that the original part in my vehicle must have been replaced and installed in another vehicle as the Shreekripa Automobiles have a long history of changing and replacing parts of one vehicle to another), This one is not a guess earlier before replacing the so called air bag unit the showroom had installed the airbag unit from the demo vehicle and twice the service head Mr. Toshniwal had lied to me saying that it was a new unit, the same had been confirmed by Mr. Shah the director at the showroom. The steering control unit is a defective one or the airbag unit that is replaced is defective which has damaged the control unit. In both the situations I don’t think I need to pay for the defective or damaged part as I am not in possession of tools to open and to damage the parts or unit. Also the diagnosis of my vehicle was not done properly earlier, if it had been done properly then the unit would have also detected at that time only. The showroom does not have expert technicians who can handle critical and important parts of the vehicle. The only resort I guess in this scenario would be replacing the defective or damaged unit. Also my kind request to you is to ask the service centre to again diagnose the car properly and report if there are any defective parts left in the vehicle as we are not in possession of excess time from daily routine to report this issues to non-responding company executives. Hope the issue is resolved and a quality assurance check is performed to satisfy the customer, as he does not take the car free of the cost from the showroom. If cannot then please stop duping customers by selling defective vehicles and over the more downgraded services. Encl: a) List of Defective Parts Replaced till date 1) 1) One Pirelli Tyre. 2) 2) Battery 3) 3) AC Compressor/Valve. 4) 4) Starter 5) 5) Boot Lid spring. 6) 6) Airbag unit. 7) 7) Suspension part on 31/07/2014 b) E-mail Trail since year 2014, Work Order Copy and Invoice Copy of all job order. Hope this is the final and last email conversation to the customer service department. Regards, A.S.Kothawade Chartered Accountant Nashik [protected]/[protected]