[Resolved]  Skoda India — Unethical charges for clutch work in vehicle

Address:	Jaipur, Rajasthan
Website:	www.skoda-auto.co.in

Dear Sir I am writing this mail as my last hope, I am getting no answer from anybody regarding the issue and that make me to write a mail directly to you, I want your support, I owned a Skoda Laura( registration no as HR 35G 9239) and in month of May I had found some problem of clutch paddle down and accordingly I had sent my vehicle at service center Saga Skoda on[protected], after servicing and bleeding but without replacement of master and slave cylinder my vehicle had delivered to me on[protected] and at that time as per service centre Saga Skoda documents there was no problem is found in my vehicle, everything is ok here it is also important to tell you that even myself is not feeling any problem except clutch paddle down, before it had sent to service centre Saga Skoda. Again it is worth mentioning here that during this visit Saga Skoda had issued me invoices with false Caution statements that may be later can create problems with warranties and after my objection on same corrected invoices had again issued to me. After within a small period of time again I had found same problem of clutch paddle down and this time problem is such that, my vehicle is gone in non drivable condition and stuck in front of my house, again I had called at your service center Saga Skoda on[protected] f and as per their executive’s comment some part Master cylinder and Slave cylinder is not lying with service centre and unable to repair vehicle at same time, after that their executive had called me on[protected] to sent my vehicle at their service centre, on[protected] I had sent my vehicle by means of towing to your service centre. After very hard struggle of 3 days with your service adviser Mr Kanhaiya, he had delivered my vehicle with comments that your clutch o/h work is required and he had written a statement in my invoice that clutch o/h work need but customer refused for this work, again at that time I had refused to sign any document given by service centre due to these comments of service adviser because, when my vehicle had sent to service station on[protected] I myself had not observed any problem except clutch paddle down and your team had not observed any problem at the time of delivery, how come in a very short period my clutch had gone in such a bad condition that it is requiring replacement, it can only be happen due to your service team’s improper work in visit on[protected], as your service centre had just done the bleeding work and due to that in that short period my clutch had performed in bad technical conditions, arises due to non replacement of Master cylinder, again your service Manager Mr Rajesh Pandey had confirmed me that in next visit he will resolve this matter and accordingly I had signed the document given by service centre keeping in mind that next time matter of clutch will be resolved. After that my paid service was also due, I had sent my vehicle only for paid servicing to service station by paid pick up and drop facility on[protected] and at that time I had requested to do my clutch replacement as committed in last visit. Your service adviser Mr Kanhaiya had called me on[protected] to come and discuss matter of clutch replacement with service manager Mr Rajesh Pandey, on next day I had went to service station but as committed Mr Rajesh was not there and matter was discussed with Ms Kanika and Mr Kanhaiya, she had confirmed me to take necessary steps and told me that looking to conditions your clutch will be replaced by company. Again on[protected] Mr Kanhaiya had called me that your paid servicing had finished except your clutch replacement and you can collect your vehicle on[protected], in between[protected] to[protected] I had called several times Mr Kanhaiya and repeatedly receive same answer that matter is still pending at Skoda India and we are pursuing this with them. I had visited your services station on[protected], but my vehicle was not ready for delivery even confirmed by Mr Kanhaiya and again I had discussed whole matter with Mr Rajesh Pandey and Mr Kanhaiya and they had told me that they are pursuing this matter and again they will put this matter in front of higher level of Skoda company with some more details, as somebody from Skoda family is giving me assurance I had left the vehicle t service station even I am going through huge business losses due to non availability of vehicle. Again I had called Mr Kanhaiya on[protected] and further visited service station on[protected] but he is unable to answer anything on matter of clutch replacement saying that it is still pending on part of Skoda India and he had also said that we had opened your clutch box and gear box and all information regarding the same has been sent to Skoda India, at that time I had also warned him saying that since my vehicle had sent only for paid service why you had opened my clutch box but he had assured me that clutch replacement work will be done by company . He had also told me that your vehicle’s only clutch is required to replace, fly wheel is ok. On the same day I had raised a complaint to Skoda India helpline nos but nothing had happened till today except a mail received from Skoda India and on[protected] I had called Mr Subir singh in morning to discuss the matter but before listening the whole matter he had discommend my call by saying, he is driving vehicle, will call me later, one hour later Mr Shivdeep Sandhu had called me to discuss the matter and during communication he had refused to give any kind of clutch replacement saying that it will not be given by company, I had requested several times that your team had assured me, but he is not agree to listen anything and he had invited me to service station to discuss and finalize on the same, I had visited service station on same day at 3.30 pm and at that time Mr sandhu had told me that company will not change your clutch in any case again I had told him that ok you will change my clutch I will pay for the same but he had told me that we will change both clutch and fly wheel and you have to pay INR 65000 for same, I requested him many times that Mr Kanhaiya had confirmed me on last visit that only your clutch is require replacement and fly wheel is ok, but he had refused to listen anything, than I had told him that give me my vehicle without any work of clutch, again he had said, you have to pay additional INR 5000 apart from paid service charges on part of labour for clutch box work, I had requested him saying that my vehicle had only sent for paid service and after that your servicing team had done all these operations on my vehicle without my permission, still charging of these amounts is not fair but he had refused to listen anything. Mr Sandhu had also sent me a mail on same day saying that clutch o/h work to be paid by me not by them again in reply I had sent a request mail for further consideration but that mail is still not replied from Mr Sandhu. Again on[protected] I had called Mr Subir Singh to discuss on the matter but he had refused to discuss saying that nothing can be done at his level, you have to proceed as per Service centre Saga Skoda guidance and left me on the mercy of Saga Skoda On the[protected] I had called Mr. Sanjay Maheshwari owner of Saga Skoda and there on further communications happened with him on 15, 16 and[protected], he had regularly confirmed me that he is trying at higher level of Skoda India to resolve my matter of clutch replacement and if nothing would happened at Skoda India he himself will see in this at dealer level, but nothing had confirmed from his side and on[protected] and[protected] he had not picked my call even calling ten times a day. Finally I had left with no option as all levels of SKODA are unable to resolve my matter and service centre had opened my clutch and gear box without my permission and imposed several charges for works which are never confirmed by me, I had contacted my Lawyer and he had suggested me to get the vehicle repaired under protest so that further we can take the necessary action. On[protected] I had called Mr Sandhu to repair my vehicle and also mailed regarding the same saying that I will pay for this work under protest and in this regard all my rights will be reserved for further action, again telephonically he had said that this part of vehicle is not laying with them and it will come on[protected] and your vehicle will be deliver on[protected] but when it come to mail they had given date for delivery as[protected] and even confirmed by them whem I had reached the service centre vehicle and invoice was not ready and it had taken 3 to 4 hours. When my vehicle had sent for paid service I had kept a budget of Rs 10000 for this work but finally Saga Skoda team had escalated it to Rs 75000 by their unfair practice of doing the work and due to sudden requirement of funds it had forced me to avail a loan from HDFC bank. Now after a long and horrible experience of 25 days I want to ask some questions: 1. Since Saga Skoda had deliver my vehicle on[protected] with everything is ok condition, why same problem had arrived in very short span of time and my clutch had also gone in bad condition due to that? 2. Why can’t it means that my vehicle was taken care by un professional un trained technical advisers and un trained technical labors, that become reason for loss in my vehicle? 3. Why I have to do hard struggle for 3 days with service adviser for repair of my vehicle during my visit on[protected]? 4. Since Saga Skoda service manager had confirmed me to resolve the matter in next visit, why he had not taken care of his words? 5. Since I had opted for paid pick up and drop facility, why your service centre team had called me 5 times at your service station which is 14 km from my house and 22 km from my office? 6. Skoda team had taken 15 days to confirm on a replacement of a part, is it the required time duration for such task? 7. Service centre team had opened my clutch box without my permission. Is that the ethics of Skoda with their customers? And even after things had not stopped at that this, Senior service manager had imposed labor charges for such work. 8. Skoda India service manager Mr Subir Singh was helpless on whole matter and moreover he is least bothered about customer complaints, leaving coustomers on the mercy of Service center team. 9. Saga Skoda service adviser Mr Kanhaiya told me that your flywheel is ok and one day latter senior service manager Mr Sandhu had told me that your flywheel is also require replacement, Is that mean your service adviser is a non compatible employee who is serving to customers of Skoda? 10. Customer’s money is not having any value, irrespective of anything required, they will charged with any thing as decided by Service centers. 11. Owner of Saga Skoda Mr Sanjay had assured me to assist in this matter and after that he had not picked my phone for regular two days. Is that the kind of behavior of Skoda Partners with their customers? 12. Even after confirmation on[protected] Service centre had taken 7 days to do the same work, in today’s modern era when we are talking of delivery on same day, Skoda logistics had taken 6 days to shift one small part from one city to another city. 13. Saga skoda had charged a huge amount INR 75000 and still my vehicle is not ready at service station and my 4 hours had wasted just to wait for vehicle. 14. Customers of Skoda buy their vehicles only due to their quality and services and we had served with this quality of horrible service. 15. And this is not the first time I am feeling this problem every time I had visited service centre there is something which is not proper and require argument with service centre team. 16. I know few people who are also having same kind of experiences and after service during telephonic survey they had raised their complaints but no complaint had addressed by anyone. If you want I will mail you all documents regarding the same and kindly reply my above questions and considering the facts issue instructions to Saga Skoda for reimbursement of paid amounts for clutch o/h work. Waiting for a positive reply. Thanks Rahul [protected]