This is the first letter I posted on Volkswagen site regarding a major glitch in my newly bought POLO.
Hello,
I would like to bring to your kind authority, the painful experience with my new Polo Highliner car which I bought 2 months back.
After 15 days of owning, I noticed there was water deposit in the boot of the vehicle. The carpets were wet in the left side of the seating area in both front and rear.
I thought it might be due to entry of water while washing or shower. I ignored it initially. But to my surprise, after couple of days the water level was really increasing and the entire carpet got soiled due to wetness.
I enquired with the local dealer from whom I had purchased my car. M/S Bharat Motors, Bhubaneswar, who could not give a proper explanation and tried to convince me the same reason which I thought initially, entering of water while washing or shower. When I insisted on a check-up, they told me to bring it to their service station. After thorough check up they said they could not find any leakage and suggested me to dry it and use it.
After a week, to my utter frustration, I noticed water was still being deposited. I called customer service, Volkswagen, and filed a complaint. They assured me to get the issue resolved within 48 hours. I did not get any call till a week and checked with customer service again, they said the compliant is closed. Bharat Motors had closed the complaint without even consulting me. I reopened the complaint.
I got a call from Bharat Motors this time and they told me (again) to bring the car to their station. I took the car and they assured me of a thorough check-up. I picked up the car after 2 days and they assured me that they have resolved the issue and there won’t be any leakage. I saw the boot space was clean and dry, so I thought finally the problem is resolved. They were asking 800 rupees for some charge, I straight away denied and said it should be covered in warranty. They agreed and I drove back.
It has been 2 weeks since then, and I see the water depositing issue is persistent. And I don’t have any patience to go back to the service station which is an hour drive from my office, since I know this time also they simply can’t resolve the issue, but only will waste my time, energy and money (transit cost).
1. Wolkswagen, a pioneer in car making, and leakage in the floor from their flagship car in India. Just does not make sense. Do they do any quality check before delivery ?
2. How do they appoint dealers ? Do they have any technical criteria ? Are their appointed service engineers competent ?
3. Customer Service, just don’t follow up. Are you going to set a bench mark in customer service and compete with Maruti, Hyundai and the like with such an unprofessional service level ?
4. If the dealer is not equipped to find the root cause of the problem, why don’t they just say it ? Why do the lie ?
Numerous questions and I need an explanation for all of them as a devoted customer, who dared to buy a POLO despite its unknown reputation in India. Or will I be just silenced by you too, just like by the dealer, by providing false assurance and false commitment.
Note: As an empowered and enlighted customer of India, I would go to appropriate forum with my grievance if my concern is not addressed within 1 week from Volkswagen side.
Thank you.
Aurobinda Sahoo
Bhubaneswar
Aug 13, 2020
Complaint marked as Resolved 
