[Resolved]  Skoda Octavia — Service issue

Address:

Bangalore, Karnataka

It's complain about absolutely pathetic response & service by Taffe Access, Bangalore, Service station, Skoda India. Request you to find attachments for your ready reference. Looking forward with your positive & fast support.

Please find below complain mail which forwarded to MD of Skoda India but no proper response received by them.

Complain Mail:-
This mail to you is being written after immense pain and mental torture which I have been going thru since last 6 Months with your Service Centre Tafe Access located in Bommanahali. Had tried all possible measures of not escalating the matter and patiently wait for the resolution from you local people but to which they think is a customer weakness. Also being in corporate world I completely understand what level of issue should be written to the MD of a company.

Had given my Car after a break down to your service centre for replacing the clutch plate in November 2011.Had few issues which I wanted to clear in the car. I was given an estimate of Rs. 40k for the Clutch replacement which I agreed to. But to my surprise when I went for delivery the team came up with a story of the gear casing being broken without which the clutch could not be replaced. They handed me over a bill of Rs 1.03 Lakhs.

On checking the vehicle I noticed the gear was getting stuck in Reverse position to which the service in charge told that the shifter cable is to be changed and the same is out of stock. On repeated request from your team as a professional I paid the complete bill amounting to 1.03 Lakhs without even getting the vehicle in ready condition. The cable cost was confirmed as 12 to 13 K in addition and was committed to me in December. Also had a problem with my Key not working to which they told the barrel is to be changed and that would cost another 10k. Both the parts were committed to cone in a week time.

Week after week I followed up but to avail no response from the team. Then in January was getting signal on Dash board for routine service for which I took appointment and gave my Car for service. Still the parts which I was asking for had not arrived and on argument with your team the same was committed to come in one more week. I rejected taking the delivery as the key remote was not working and the gear was getting stuck. The said this time everything will be done as committed so took the delivery again.

Having the remote not working have to open the car from the boot as the central locking as per your team is in backside for all the Octavia vehicles. Being part of the senior management have to attend meetings and market visits it was an awkward situation and for myself when had to operate my car.

After a week of service got a call from Tafe for the shifter cable being in stock so gave my Car for doing the pending work. The Barrel was yet to come in stock. After 3 Days of follow up the service advisor Mr. Mallesh called me and said the coolant and water are getting mixed so the car engine is getting heated. For which they said the entire coolant case and many things related to coolant must be replaced. Had a tough time with your people convincing you staff that just got my car serviced and nothing was noticed. They were not ready to listen and complained of my car being old and its routine problem. They gave me an estimate of 25k confirmed delivery in 2 days.

Again I followed up for delivery not a single call from your end. When I went to take the delivery was surprised to see the bill of Rs. 45k on enquiring with the service advisor he said mistake has happened from his side so asked to pay the bill. I told them clearly will not pay anything other than the estimate. On this the service advisor pleaded and asked not to escalate the matter. He also confirmed paying the additional bill as refund to me in cash. Note the Car key was still not functioning which as per your advisor was ordered.

I took the delivery thinking at least my car is in good condition even after such problems. Within two 6 to 7 days the coolant gave indication of getting over heated. This is the problem I paid extra without any estimation and approvals last time. Again the Car was sent to your service centre. Again your team came up with a story that it is getting overheated due to the timing belt replacement. Again I agreed on the baseless suggestions of your team but I told them that will not pay anything additional . I escalated the matter to Mr. S H Sharma the GM who was kind enough to listen and asked me to pay only the cost of the products and will waive off the labor charges. The amount was fixed at 15k.

The delivery again after repeated follow up was given on 21st May. On 23rd May again there was indication of Coolant getting heated on which I called up the Manager Mr. Naveen to inform . He reacted very rudely and said this time they are helpless and asked me to put my grievance to the Skoda Company directly. I requested him as what should I do in the mean time . He sent the service persons to check my vehicle at office.

The service persons came and checked the vehicle they poured in water in the coolant tank. I asked them to take the vehicle and do a thorough check which they dint accept. They asked me to check the vehicle for 2 to 3 days if heating persists they would take the car for check up. Had no options but to bear the brunt of the Tafe Access Team.

The car was getting heated again and On 31st had a late night meeting after which the car failed to even start. Next day the car was towed and taken to Tafe Access. After handing over two days back have again got a mail and estimate of 39 k.

Sorry for writing such a big mail but could not summarize the agony and pain which I have gone thru your ASC. The name Skoda still hold trust in my heart and cannot be lead down by some down the level .

My Car is still with your service centre at Tafe Access. In last 6 months almost 3 months the Car was with Tafe. This is a sincere feedback from a customer who loves the brand Skoda.

Looking forward for a response at the earliest. We in Tata expect there are lot many brands there who are also keeping the flame of trust alive other than us of which I think Skoda is one.

Regards,
Vipin Sharma
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