[Resolved]  Evm Volkswagen Kottayam — Regarding My Car KL 23 H 88

Address:

Kottayam, Kerala

Respected Sir, I am writing this to express my worst experience I had with EVM Volkswagen showroom, Kottayam. It is regarding my car, VW POLO (KL 23 H 88). My Car's first service was on 26th March 2014. I did not face any issues with the first service. I am quite happy & consent. From hereforth, kindly take note of the following points: My grievances started on 15 July 2014 (Repair Order Number SO142204, Invoice Number KSB1402655). The complaint was Steering noise which was clearly explained to service advisor Mr. Jinson Joseph. As per his advice I left my car for one day at the service centre so that the problem can be rectified. When I came in the evening to collect my car I was shocked to find out the problem was not rectified. Now, the service advisor said it was all dealt with. But when i had a word with the head-mechanic Mr.Ajeesh, the reason provided to me was that service advisor "Mr.Jinson Joseph did not mention this problem on the Job card". I’m shocked to find out that how can your staff be so irresponsible and do not care about the customers grievances regarding his/her own car. This is absurd. Now, going on- I thought that the situation will be changed and my problem would be sorted on my next visit which was on 29th September 2014 (Repair Order Number SO143850, Invoice Number KSB1404623). But wow! the experience was worst than the earlier one!! Car wasn't not only repaired, but when I received the car I noticed that the Left side ORVM was not working which was working perfect when I had given the car for repairs. Also was astonished to find out that there was a scratch in the car due to some carelessness from your staff as well. When I complained the same to Mr. Phips Samuel, General Manager, EVM Volkswagen Kottayam, I was told by to bring the car to the showroom. He promised me that all issues will be sorted and that the scratch marks will be rectified. But no, he didnt even reapond to my calls the day i was asked to get my vehicle there; i.e. the 18th of this month. Now, Is this the response to be expected from a brand name Volkswagen? Well may be, it is that either you are irresponsible or making a fool out of your customer! Sorry to say, We are not done yet- On 12th Dec 2014 (Repair Order Number SO145664, Invoice Number KSB1406890) I got the car to your garage for second service & still the previous said noise complaint existed and addition to it, a pulling towards the left side and a sound from left side tire. For alignment (Rs. 242.7) and wheel balancing (Rs. 269.6) was collected from my end but the point to be noted is that the car did not have any problem with the alignment before the repairs. And even after the service the car moves to left side when steering is let loose.now, got my car there as suggested by the respective service advisor, and still if they can't cleanse their mess, saying this and that, whats the point in keeping such a service centre open?! Leave all that, When i had enquired about it I was told to bring the car on 18.12.2014, as I was told by your staff that they could not repair the car due to non-availability of the spare parts(some bushing or something). I was informed by your staff to bring the car on 18th Dec 2014 as they will receive the spare part on that day morning and they will rectify the problem by afternoon. OKAY, AGREED. When i was asked to bring my car on 18th, i had priorly informed them that i require the car in the evening by a maximum 4pm. They agreed as well. Now, not only that Mr.Philip was attending my calls as he promised to fix up issues on this day; The Staff at EVM Volkswagen Kottayam, i must say, "DO NOT VALUE" the customer's needs and that was the reason that no one bothered to call and inform me that the spare parts have arrived and my car should be brought for repair. Anyways, it was my need; so when I called the service center at around 12:45pm, I was not given any proper response; whilst i was told at 3pm(obviously i called them again, my need right) they said the spares arrived in the morning itself & I should get my car at the service station quick.now at 3pm and i have to leave out of town at 4pm. Awsome isn't it!? And I decided to call Volkswagen on 18th Dec 2014 to complaint (Complaint Number CCR16538). But received a very cold response from the showroom again. Its an unbelievable experience to receive from a brand like Volkswagen so I decided to complain again on 26 Dec 2014 (Complaint Number CCR17044) but no use absolutely. And, Thats really annoying i guess. Think yourself in my shoes for a moment. I called the CRM of EVM VW on 27th Dec. Again i did not get a proper response and the CRM called me up after like today at around 1pm asking me to get my car there today or whenever its possible. Please tell me why in this f-reaking world should I be doing it!? I have blankly said that "i am not interested in doing anymore repairs at the KOTTAYAM EVM branch, and they can come pick my vehicle and do any repairs in some other branch"; Which is now tomorrow, 30th December 2014. One last issue, from sales side- while my car's service was going on, i thought of exchanging it with the GT automatic model. So naturally I enquired for a test drive. I was approached by one Mr.Rooshudheen, the assistant sales manager at the Kottayam showroom. What he told me was- "there is no GT model available for test drive and i need to buy it only if I require one. There is no necessity that I have to buy one". I was like WTF! No other words to express, sorry. Now these above told are what i am facing, and there might be thousand others. As a matter of fact, they are mailing me saying apologies and stuff, but whats the use if my problem isn't rectified & new ones are emerging every now and then!? What if I didn't have access to my mail every now and then? They would've not even intimated me of anything! And sorry, i am not responding to any of their mails, be it what! I sometimes realize that a local workshop has more responsibility towards their customers than EVM Volkswagen Kottayam. I didn’t even receive a favorable response from EVM Volkswagen service head Mr. Nobel Jacob and that’s the reason I thought of complaining with Volkswagen customer support as a final resolute. Now I’m forced to share my experience with others so that no one else experiences the same that I had gone through & i swear i am thinking of going public with this because I am that fed-up. I have other cars from Hyundai and Chevrolet but never faced such an experience before. Honestly, I regret b being a customer of Volkswagen because you do not value your customers and customer needs. This is nothing but confirming my doubt that you are making a fool out o[censored]s. As a final hope, would appreciate if some positive response will be received after this. Regards BIJIL S MANNEL +91 [protected]