[Resolved]  Volkswagen India — Volkswagen jetta highline

Address:	Thiruvananthapuram, Kerala, 695541
Website:	www.volkswagen.co.in

Hi. I have purchased a new jetta highline a/t from evm kottayam show room which was booked on 17th october 2014 with advance payment. The delivery of car was made on 20th march 2015 at 7.00pm. But i regret to inform with utmost displeasure that the service from evm motors in delivering the vehicle was totally unsatisfactory due to the following:

Problem was noticed in speed settings when we were about to take delivery of the car at show room. Car has to be taken back to the workshop again and do some changes.
Spoils were seen inside roo[censored]pholstery of the car and we requested for a clean of the same and the spoil became more dirty and spottable after cleaning.
Car was driven for about 200km next day and the third day morning (22nd march 2015); more specifically wihtin 48 hours, car showed trouble in starting and on our report to your maintenance section the car was towed to workshop and did some rectifications and returned in the afternoon same day.


Hoping that that the defects are rectified, we took delivery of the car and drove for another 60km and parked the car at home.
On 23rd march 2015 evening, while i tried to start the car for travel to trivandrum for an urgent assignment scheduled for next day morning, the same trouble repeated and could not be started. As advised by you, i have contacted the road assistant about 4pm and i am informed that they will arrange to take the vehicle back to the workshop immediately. Though we have waited till 3pm on next day the road assistant people did not turn up and next day morning only the car had been taken to the workshop.
For the next 3 days, though i have contacted you and other managers of evm, nobody could give us a feedback about the trouble for a new vehicle of a brand like volkswagen with international reputation.
Finally on 27th march 2015, i am advised that the problem was due to a loose cable and nothing to worry and we do not understand why it took so much of time to find out a small issue and misguided us saying it was due to some software upgrade etc.
Though i was not interested to take delivery of the vehicle again with such a bad history within 3 days of purchase and was demand for replacement with a new vehicle or return of money, believing your words and letter that the problems had been resolved and verbal assurance that the problem will not be repeated again we accepted back the car.

7 days after purchase of a “new, branded, premium” vehicle costing more than 25 lakh. I expected a better service from volkswagen & evm and reserve my right to claim for all difficulties and damages caused to me due to deficiency in service from the part of evm motors and volkswagen.

Within one month there rise another problem, white smoke was coming out from the exhaust so i reported to the kottayam evm service area and i have been told maybe it will be some issues with the sensor and check it if it happens again. So after one and half month the problem happen again. So i have reported it and asked me to show the car in trivandrum evm volkswagen. They have checked it for oneday and told me there were no issues or error for the vehicle. So i believed them and took the vehicle. But the problem happened again after one month. So this time i asked to check completely and filed a complaint in vw customercare. So it tooked 3 days to get my car back after checking. This time also they cant find any issues and they verbally assured me that it wont happen again.


On march 14 2016 i gave my car to kottayam vw evm for the first service. Before giving the car i noticed my paddle shift was not working and i told the technician to check that too, the next day he called me and was explained that they cant decode the error from the paddle shift and they have informed to vw, so vw asked to replace the part. So he delivered the car he told me that he have already order the part and it will be available in trivandrum evm within 3-4 weeks and told me there is no issue in driving the car with paddle shift not working.

On april 2nd of 2016 while i was driving the car, the car suddenly brakes down in the middle of a heavy traffic and i cant move my selector or start the car and in the cluster it was showing brake error and stability error. I was stuck in the traffic for 10 min hearing abuses from other for getting such worse car and getting stuck in traffic. Luckily my car started after 10 mins and i drove the car for 1km and called the helpline and they asked me to show the vehicle in the nearest vw. Because i was travelling to kottayam inbetween i showed the car in thiruvalla vw and they checked it told me that there are emc error showing and i need to take the car to kottayam showroom as they dont have much facility there and told me that they will forward the errors to kottayam vw. On the sameday i took the car to kottayam vw and after checking they told me there is no issues and the car is in perfect driving condition. But i asked them for an explanation why this happened because it is abnormal for a perfect driving condition to stop suddenly while driving and even can cause major accident (Infact i bought this car looking forward for the safety features and im getting risky driving condition) but they dont have any explanations for that and even they dont know what to do. I told them there were some errors when the thiruvalla vw checked. So they told me that they will forward the error to volkswagen. I have registered a complaint in vw customer care and complaint number was ccr44371. But until now i didnt get any explanation. All im getting is reassurace that it wont haappen again
But it is happening again!!!

On 29 april 2016 my father took the car from trivandrum evm vw after a body work beacsue of a minor accident (There were some dents and scratches around the right side of back bumper and body. I have given the car in trivandrum evm for insurance claim and repair. Within 3 days they called me and work was finished but when i see the car work was really bad the paint job was uneven there was gap between bumper and body so they asked 1 more day to resolve it and the next also shen i see it the bumper and body was uneven so i told them i wil complaint this so they asked me to come on 29 april 2016, its reallt pathetic that your service and bodyworks sucks). So my father was driving the car back home and previos problem starts to come up the same braake down the brake error and stability error message on the cluster. Car will move for 5km and will brakesdown then againt starts and breaksdown after 5km. So it happened 3 -4 times on that day. With all light around the lcd panel turning red. So i informed the techician and he told me that the engineer will come on next day to my home to take the car. So on 30 april 2016 the technician came and checked it told me that the abs sensor and some other sensors are not working thats why its happend. So they took the car back to trivandrum evm vw. They have replaced the sensors and all. But when i called the today on 05 may 2016 they are telling me tht error is still showing. And they need to change the paddle shift which was orderd nearly 2 months before. So the order will reach them after 4-5 days will replace it and give further updates. And finally they delivered my car after 2 weeks resolving all the issues (Told me by the service teamand service manager evm vw trivandrum) and assured me again and again that i wont happen again.
Guess what on 4th july 2016 while i was driving back from a party at around 11:30pm with my whole family, that includes my 3 month old son, the car broke down again in the middle of the road narrowly escaped from a crash by a car that was behind us, i have to here the abuse words they call me because i bought this car. I called the road side assistance they towed the car back to workshop and arranged a taxi for us. So this the 5th time it is happening. I am sending you the complaint mail because of the frustration im getting for buying a premium vw car spending more than 25 lakhs and poor after sales services you are providing, with in one year of purchasing the car there has been 5 incident of break down and explaanation from your side is simple excuses like loosend cable, sensoe errors, all im getting is reassuarance. Did i buy a toy car spendind more than 25lakhs to get a loosend cable? I am cent percent sure that this is a manufacture defected car. So i am claiming for a replacement of the car with a new one with no additional cost to me as price, taxes, insurance, temporary registration, handing or any other incidental charges, or return of the entire amount i paid for purchase of the car including, taxes, insurance, all other incidental charges. Or else im moving legally.