[Resolved]  Volkswagen India — Abnormal mechanical failure

Address:

Kolkata, West Bengal

1. I am writing to you in connection with an abnormal fault encountered in my vehicle.
2. I am an owner of Vento Diesel 1.6 Highline purchased in March 2012 from Tanya Motors, Jaipur with the following details:-
(a) Engine Number : CLN180973
(b) Chassis Number : WVWM11603CT020340
(c) Registration Number : CH 01 AL 4912
3. I am a serving Army Officer (Colonel) presently posted as Director at OFB HQ, Kolkata. I use my Vento sparingly since I have a second car, besides my official vehicle. That’s the reason for my Vento having done merely 9000 Kms till now and looks brand new.
4. It would not be an exaggeration to state that I am an ardent car lover and always walk the extra mile to ensure a very high standard o[censored]pkeep and serviceability of my vehicle. The Vento was serviced in March 2014, after which the vehicle has hardly done any mileage.
5. It was on 15 Aug 2014 that I along with my family (wife and two young daughters) set on a three day vacation on our Vento to Mandarmani Beach around 170 Kms from Kolkata. The journey was unfolding beautifully till about 160 Kms, when all of a sudden I could smell something burning, which was reconfirmed by my wife. I immediately stopped the vehicle to inspect what was wrong, but could not find anything amiss. I then continued with my trip but would have hardly covered 3-4 Kms when I felt a distinct jerk / engine knock, the Coil / Glow Plug symbol started flashing on the Dashboard Console along with the MPFI symbol and sudden loss of compression. I immediately pulled up the car and parked it, fearing the worst. We were still 4-5 Kms short of the Resort and I was totally distraught as my young daughters started crying in the hot and humid weather.
6. I then contacted the VW Call Centre who advised me to take assistance of RSA. I accordingly contacted the RSA and had the Vento transported to VW Workshop at Topsia, Kolkata on 16 Aug 2014. Despite having a 3 day booking in the Resort, we returned dejected and morose the very next day on Taxi as one had to admit the broken down vehicle in the Workshop and clear the carriage charges of the RSA.
7. On inspection of the Vento at Topsia Workshop on 17 Aug 2104, I was given to understand by the deputed Service Engineer that one of the Injector Nozzles had got damaged which needed to be replaced. The reason stated for this failure was ‘Impurity in the Fuel’.
8. It may also be noted that despite our pan India postings, I have to the best of my perception, selected a fairly decent Gas outlet for all top ups and refills. Though the vehicle usage is very less, I have throughout ensured that the tank remains full and as a matter of record, from the time I have bought the car, never has the fuel level dipped below the One Quarter mark.
10. Even in the instant case, I got my Vento last topped up from a renowned Petrol Pump at Park Street, Kolkata around a month and a half back. The vehicle has since been used six / seven times for short local running, besides the smooth drive till about 160 Kms on 15 Aug 2014.
11. In case ‘Fuel Impurity’ is the prime cause for such a serious mechanical failure, may I exhort Volkswagen to kindly list out authorised Petrol Pump Outlets across the country for its cars refilling and not to leave it to the discretion or wisdom o[censored]nsuspecting customers. I also strongly feel that the widely acclaimed German Technology should be well geared up to accept the challenge of varying fuel grades available in the country rather than digging a big hole in the customers pocket. Else the Company’s slogan ‘German Engineering made for India’ appears paradoxical and far- fetched.
12. The pecuniary penalty in the form of Repair costs, RSA charges, Resort Cancellation, Taxi fare, etc is hurtful, however the emotional trauma while vacationing with family is worse, but the worst and most tragic fallout is the utter shattering of customers confidence in the vehicle and the Company, one always held in such high esteem.
13. Despite me being crazy towards car upkeep, if this is what Volkswagen had to offer to its customer for no fault of his, it truly results in a high level of ‘trust deficit’, which would be irreversible since one can never be sure of which Petrol Pump to hit and what serious ramifications would it have on my vehicle ‘Vento’ – whom I no longer love!! We as a family would rather be more comfortable and confident in venturing out in our 12 year old Tata Indica.
14. Anxiously awaiting your response.
Yours sincerely,
Col Adil Imran
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