[Resolved]  Skoda / Laura L'&K — Pathetic After Sales Service under warranty

Address:

West Delhi, Delhi

From: G.P.Rastogi [mailto:[protected]@airtelmail.in]
Sent: Tuesday, March 09, 2010 8:59 AM
To: 'roman.[protected]@skoda-auto.cz'; 'reinhard.[protected]@skoda-auto.cz'
Cc: 'Sudhir, Srinivas'; 'Syed, Yaser'; 'Agrawal, Shrivatsa'
Subject: RE: Valuable Feedback from on Pathetic After Sales Customer Service of Group Company SKODA INDIA

Dear Roman Havlasek / Reinhard Jung,

1) I am awaiting your reply on my concerns.

2) As is evident from the reply of Skoda India, instead of admitting their fault and utterly unprofessional work done and attitude of the dealer repeatedly , they have not taken any action against the dealer, have
joined hands together in pinpointing the blame on the customer on a flimsy issue that also for the third time, ignoring the repeated mistakes committed earlier two times. Rather than helping the customer, the entire
attitude is to how to 'blame' the customer and get away from their own responsibility and accountability.

If this is untrue, I would like to know what action has been taken against the concerned officials and the Giriraj Motors Service Manager Mr. Imran. What is the assurance that in future I will get a good
service from them and will not have to go to them repeatedly for the same job. That they will not disconnect my phone calls and will not keep the car every time in Workshop for more than one week. That
the car's Electrical Systems not fail again. CAN ANYBODY GIVE ME THIS ASSURANCE.

3) Here are some other blogs against the specific dealer 'Giriraj Motors' for you to think about. Can so many consumers be wrong or one or two of your 'officials' in Skoda India and Giriraj Motors can be right :

https://www.consumercomplaints.in/complaints/giriraj-motors-pvt-ltd-gurgaon-c229...⇄
http://www.carwale.com/forums/viewthread-4256.html
http://www.mywoes.com/complaintdetail.asp?complaintid=7800
http://www.consumercourt.in/car/4876-dangerously-inefficient-car-skoda-fabia-road.html
http://ndtvauto.carwale.com/Forums/ViewThread-15156.html
http://www.financialexpress.com/news/skoda-told-to-replace-faulty-car-or-pay-rs-11-lakh/299292/

4) Do you also want me to publish this entire correspondence with your Board of Directors on these Blogs, create a 'Do not Buy Skoda' page on Facebook / Orkut and putting all these blogs on it and approach Court
of Law for Legal Remedies.

5) I am a proud owner of 'Skoda Brand Car' and want to get good service henceforth, therefore I am pursuing the matter with you, seeking your cooperation in getting the issue resolved.

Regards,
GP Rastogi



From: G.P. Rastogi [mailto:[protected]@airtelmail.in]
Sent: Monday, March 08, 2010 7:35 PM
To: Agrawal, Shrivatsa; roman.[protected]@skoda-auto.cz
Cc: Sudhir, Srinivas; Syed, Yaser; martin.[protected]@volkswagen.de; reinhard.[protected]@skoda-auto.cz
Subject: Re: Valuable Feedback from on Pathetic After Sales Customer Service of Group Company SKODA INDIA

Dear Roman Havlasek,

The below mentioned below totally unsatisfactory reply further confirms my complaint on unprofessional conduct of Skoda India and its dealers.

Please consider the following facts I had mentioned in my original email which have been unanswered, instead I am being blamed :

1) The Car's Electrical Systems have failed for the THIRD TIME. In the third time they are blaming me for tampering with wiring.
Why did it FAIL FIRST TWO TIMES. Why my car had to go to the same Giriraj Motors TWICE for the same job.

What is the reliability that the electrical systems which have failed THREE TIMES WILL NOT FAIL AGAIN ?

2) Why do they keep the car in Workshop for 5-7 days for every time I claim insurance. Is it not a very long IDLE TIME ?

3) Why did Griraj Motors Service Manager and their Service Representatives, Jasvinder repeatedly do not take my phone calls,
they disconnect the calls when I call them on different times.

4) Even on Complaining to Skoda India Headquarters everything, they also gave me a ticket no, and on contacting them again and
again I did not hear from any Skoda India official. Why do I had to escalate the matter to Skoda Europe.

5) Like me there are several other frustrated Indian customers. To verify yourself, please refer to these blogs :

(a) http://www.consumercourtforum.in/f61/service-skoda-octavia-3581/

(b) http://ndtvauto.carwale.com/Forums/ViewThread-10880.html

(c) https://www.consumercomplaints.in/complaints/p-prasad-sons-pvt-ltd-c285916.html


PLEASE ANSWER THESE QUESTIONS, if you are serious about building Skoda and Volkswagan as a Quality Brand in India.

Regards,
GP
2010/3/8 Agrawal, Shrivatsa <Shrivatsa.[protected]@skoda-auto.co.in>
Dear Mr.GP,


At the very outset we would like to thank you for patronizing our product and apologise for the inconvenience caused to your good selves due to concern with your vehicle bearing registration no. HR26AW4508.

We would like to draw your kind attention towards the fact that the vehicle electrical system is malfunctioning due to tampering with the wiring system. The same is evident from the attached photographs showing the tampering with the vehicle wiring system and fuse box.

Please be informed that we do not recommend for the fitment o[censored]nauthorized accessories by tampering of the wiring system as it may lead to frequent malfunction of the entire vehicle electrical system and in extreme case may lead to short circuit. Moreover, as per our warranty policy the warranty of the vehicle gets void if any of the vehicle system is tampered or repaired at unauthorized workshop.

We apologise for your bitter experience with our 24hrs help line and would like to thank you for your feedback on the same, which will enable us to further improve upon our system.

We once again would like to thank your good selves for your valuable feedback and regret to inform that we will not be able to support in carrying out repairs arising due to vehicle tampered electrical system malfunction.

Look forward to your trust and understanding on the same and assure you of our best services at all times.

Thanks and regards
S.K. Agrawal | After Sales
ŠKODA AUTO India Pvt. Ltd.
5th Floor, Tower ‘A’, Signature Towers, South City-1, NH-8, Gurgaon-122001. India
shrivatsa.[protected]@skoda-auto.co.in | www.skoda-auto.co.in | www.skoda-auto.com
Error! Filename not specified.


Von: G.P.Rastogi [mailto:[protected]@airtelmail.in]
Gesendet: Freitag, 5. März 2010 19:01
An: Jung, Reinhard (G); Dierkes, Klaus (Z); Fleger, Reinhard (P); karlheinz.[protected]@skoda-auto.cz; Kintscher, Holger (E); Scholz, Eckhard Dr. (T)
Betreff: Valuable Feedback from on Pathetic After Sales Customer Service of Group Company SKODA INDIA
Wichtigkeit: Hoch

Hi,

I AM SENDING THIS EMAILTO YOU WITH HIGH HOPES OF RESOLUTION OF MY PROBLEM & Kindly let me know if you have received this EMAIL, Though I have sent an email to 'roman.[protected]@skoda-auto.cz' , but I am so harassed as a customer that I FEEL YOU MUST KNOW WHAT IS GOING ON INSIDE ONE OF YOUR GROUP COMPANIES SKODA INDIA.

Please go through the attached email and help me.

Regards,
GP
From: G.P.Rastogi [mailto:[protected]@airtelmail.in]
Sent: Thursday, March 04, 2010 8:53 PM
To: 'roman.[protected]@skoda-auto.cz'
Cc: '[protected]@misupport.net'
Subject: URGENT & CRUCIAL : Complaint against extremely poor Skoda After Sales Service by SKODA INDIA HEADQUARTERS AND GIRIRAJ MOTORS, Gurgaon (near DELHI)
Importance: High

Dear Sir,

My Name is G.P.Rastogi (call me "GP") and I had purchased Skoda Laura L&K one year back.

In the past 30 days, cars Electrical Systems / Computers have failed 3 times on 3 different occasions, the ABS, Electromechanical Steering and other Sensors continue to glow on ignition and the car fails to start, leaving me stranded on the road.

1) I have taken the car to the Dealer Giriraj Motors, Gurgaon (Service Manager, Mr.Imran - Mobile No : +91-[protected]) several times, he temporarily fixes the problem and the problem occurs again. When I call him on his Mobile
he disconnects my call or switches off the mobile. Never gives me an update on the status of the car. I have call him several times to get a simple task done.
They do not seem to know how to permanently fix the problem. This time Mr. Imran is giving me the excuse since I got a Reverse Parking Camera fitted, the problem occurred. Even if I take his this ridiculous excuse why did the
problem occurred first two times. Moreover when I was visiting the workshop almost every 3 months and getting the car checked.


2) Whenever car goes to the above mentioned dealer and I have to claim insurance, they do not repair the car before 5 to 7 days which is very long idle time. When I call their Service Representatives to enquire about the status
they disconnect the phone. Mr. Jasvinder (Mobile No : +91-[protected]).


3) Both Giriraj Motors and Skoda India Headquarters have 24 hours helpline (+[protected]. When I called them for first time no one helped. Skoda Headquarters put phone off the hook at night after my call so that no one
disturbs them in the sleep .
When the car's computer's failed 3rd time and I was stranded in a basement parking and after several calls to Giriraj Motors Helpline, Mr.Imran their Service manager as usual did not attend the calls, I contacted Skoda
Headquarters Helpline and after 5 hours a crane was provided after 10 telephone calls.
0
4) Skoda India Headquarters registered a complaint on 2nd March'2010 and gave me Ticket No : 02C103410 and said Skoda India official would revert to me a solution, next day morning . Till date no one has reverted back, when I
called up Skoda India Headquarters and asked for an email-id of official to escalate the matter, they said they cannot help. I called up Giriraj Motors Service manager, Mr. Imran, he switched off his mobile, and since I am
claiming insurance for a small dent they are saying the car will get delivered only on Monday (8th March) which reached their workshop on 2nd march night (after 7 days).

There have been several other problems like Car Tyres having developed bubbles under warranty for which I had pay 60% cost.

In a nutshell there has been a total breakdown of Skoda After Sales Service, as a customer I am being harassed to the maximum due to the laziness and utter unprofessionalism and disregard for the customer by Skoda India Headquarters and Giriraj Motors Workshop.

I want Skoda India to buy back my Skoda so that I can buy a car of another company having good customer service.

Hope you will address my concerns.

Thanks & Regards,
G.P.Rastogi