| Address: Kottayam, Kerala |
Dear team volkswagen india,
I am an owner of volkswagen vento with plate no. Kl 30 c 6006 registered under the name of mrs. Roshni jaleen.
I am writing this email in regards to the bad quality of service provided at your evm volkswagen kottayam showroom.
The background for the issue is explained in the trailing emails. Please refer to the same and advice final resolution for my grievance.
Thanking you,
Unni k j
— forwarded message —
From: k. J. Unni
Date: 19 may 2018 at 12:07
Subject: re: cem -6166
To: crm aftersales_vwktm
Cc: crhead. [protected]@vw-evmmotors.co.in, customer. [protected]@volkswagen.co.in, [protected]@vw-ipsos.com
Dear ms. Siji jose,
I hope that on 16th may 17, i had spoken with you regarding my concerns about the vehicle, vento highline, with plate no. Kl 30 c 6006 due to which i was prompted to give negative ratings for my last service experience at your showroom.
However, at that time you had assured me that you will get back to me with a resolution for the issue, which i am still waiting and after that now i have received an email from your side stating that the issue has been rectified which i am yet to figure out on how the resolution was made without even addressing any single concerns raised from my side.
Just to remind you again, i am herewith reiterating the background due to which i was forced to give negative ratings for your service centre experience:
· around one year back and approx 35, 000 km run, we were experiencing heavy jerks from the vehicle steering when sudden breaks were applied and it was reported to your showroom. At that time the vehicle was still under warranty and as stated by your advisors the problem was due to uneven break disc damage and it was supposed to be polished for rectifying the issue. Finally, we agreed for it and brake discs were polished.
Also, to be noted that, when enquired for the reasons for this uneven damage to be brake discs, it was stated by your advisor that it’s a common problem among this range of cars and the damage would you have been caused by stone pebbles hitting the discs. But still i am not convinced by this unjustifiable reason stated by you advisor as from what i can recall, all the brake pads were replaced on time within the safety limit and thus any chances for the damages were minimal.
· however, the issue persisted with the vehicle which got worse with the km runs and at around 40, 000 km (I. E approx. 5, 000 km from the date of polishing), we took the vehicle to the showroom on 20 nov 17 and it was advised that the brake discs were supposed to be replaced to permanently resolve the issue. Then as advised and obviously we don’t want to have any risk with the braking system of the vehicle, hence we agreed to do the brake disc replacement.
· but even after the brake disc replacement and clocking around another 2, 000 km run, we were experiencing similar jerks with the steering wheel and we had done a telephonic conversation with the last time attended service advisor regarding this issue showing up again. However, unfortunately, we couldn’t bring up the vehicle promptly on time as mostly we will be out of the country as i am working abroad and mostly the vehicle will be only used for a period of 1 month yearly.
Thus, finally on 09th may 18 and at around 45, 000 km, when we took the vehicle to the showroom for the steering wheel jerks, it was stated by your advisor that the brake disc surface is worn out and uneven again causing this problem and it needs to be replaced. This statement that after a run of only 5, 000 km that the brake disc has been worn out in undeniably a problem associated with the quality of your spare parts or the workmanship at your service centre. Again, the reason was stated as stone pebbles hitting the brake disc causing the damage which i find difficult to accept due to the below:
A) the previous break disc had a life of 40, 000 km and considering the fact that the vehicle is used under same circumstances mostly for highway drives, then what is the reason for the newly installed break disc to get damaged at 5, 000 km??? (Further, to consider that the issue had been popped within 2, 000 km run and we had reported it also)
B) the so stated justification of stone pebbles causing the damage for brake disc is not palatable. Even if this scenario exists, then how can the damage be caused on both the brake discs (Right & left) simultaneously at the same time??? Furthermore, how the damage can be so limited to the brake disc and not even a single paint damage or small dents are visible in the vehicle side profile if hit by stone pebbles??? So, if the stone pebbles are causing this damage to break disc region particularly then someone should have shooting the pebbles with a gun aiming only at the disc region that too at the same frequency from both the sides.
C) i do believe that the disc brake system of volkswagen is similar to other vehicles and it has the same system of callipers squeezing the pair of brake pads against to the brake disc. Thus, why not other vehicles which have clocked more than 100, 000 km not having an issue due to this stone pebbles and even many other mechanics were surprised when i disclosed this reason stated by your expert service advisor that the stone pebbles are damaging the brake disc made of cast iron metal.
And finally, after a long speech with your advisor he stated that he will not be able to replace the brake disc but will do the polishing at free of cost which should resolve the issue. Even he stated personally that the issue of such sudden wearing out of brake disc at low kilometre run might be a manufacturing defect and thank you volkswagen kottayam for polishing and fixing the damaged disc again on my vehicle risking the whole safety of the vehicle.
Moreover, at last, they stated that the steering rack also needs to be replaced to get the problem resolved. So, thank you very much, now finally the experts at your showroom managed to figure out the real cause of the problem after almost 3 times of visit for the same issue. And said that it will cost me another 20, 000 rs to do the repair works. However, just to get rid of the issue finally, i was willing to pay the amount for the spare and labour.
But really is this a responsible action from your side to this problem. The issue of steering jerks was reported one year earlier when the vehicle was still under the warranty and if properly diagnosed at that time the issue would have been rectified much earlier without any hardship for us. So now i had to pay 20 k for the steering rack + 5 k for the brake disc which got damaged under 5000 km run, a total of 25 k for resolving this issue. Moreover, the hardship and idle time resulted can never be computed. If the issue had been diagnosed promptly at the time of the first visit on may-17 when still under warranty, then i wouldn’t have to shed such high amount for the manufacturing/service defects of volkswagen.
I believe the issue was from my side as an owner i blindly trusted the advice provided from evm volkswagen kottayam and when the issue had popped up the second time, i should have gone for a second opinion on it. Even though it's late, being a volkswagen jetta owner in abroad also, i checked with my local showroom here and as advised by them, whenever there are jerks experienced from the steering wheel then the steering rack is one of the first places to be inspected for damage. However, the experts in your evm kottayam showroom might have overlooked that part due to which i am the one who suffered out here.
Now i am believing that the whole issue was due to steering rack and it’s resolved finally. However, if it’s not and if it’s associated with the brake disc particularly, then what’s the guarantee that the problem won’t arise again after having another 5000 km run as i am using the car under same road conditions where its vulnerable to be hit by some magical rock pebble which are precisely aiming for my brake discs causing the damage as stated by your service experts.
Further, there are many forums or complaints raised from other parts of india in regards to the steering rack damage and please ref here: https://www.consumercomplaints.in/volkswagen-india-volkswagen-vento-steering-rac...⇄
Safety and quality was one of the prime reasons to buy a volkswagen car and really its very much disappointing to see such issues in a well-maintained car with such low kilometre run. Furthermore, i was a loyal customer of evm volkwagen kottayam and the majority of my car services were carried out in your showroom that too within the stipulated time limits even though the km runs were very low. Still is this the way to address an issue??? That too associated with the braking system of the vehicle??? And i had to pay almost 25 k for this issue which could have been covered under the warranty if promptly diagnosed on the correct time when shown at your showroom.
Thus, i request to consider the above case and to advise a final resolution to the above problem. Further, i strongly believe that the evm kottayam service team was responsible for not diagnosing the root cause of the problem promptly which have resulted in the loss of money and time from my side which should be compensated.
Kind regards,
unni k j
On 17 may 2018 at 09:47, crm aftersales_vwktm wrote:
Dear sir,
Greetings from volkswagen kottayam!
At the outset we sincerely regret for the inconvenience caused.
This is in reference to the concern which you have registered to volkswagen customer care regarding your vehicle bearing reg no : kl30c6006
As per our telephonic conversation, we understand that after rectified the brake vibration issue you have received your vehicle back and happy with the vehicle performance.
Once again we apologize for the inconvenience that you may have experienced.
In case of any further clarifications, please feel free to contact the undersigned.
Assuring you of our best services at all times, and wishing you an everlasting happy relationship with evm
Thanks and regards?
Sini jose - lead cr aftersales
Evm motors & vehicles (I) pvt. Ltd. | thellakam | ettumanoor | kottayam-686016.
Tel : +[protected] | fax : +[protected] | hand phone +[protected]
Email :- crmaftersales. [protected]@vw-evmmotors.co.in. Website:- http://evmvolkswagen.com
Jun 27, 2018
Complaint marked as Resolved Dear All,
The complaint has been resolved by the Service Team based on the following email assurance agreed:
" Dear Ms. Siji,
Thanks for your email.
Based on my telecom with your good self and your Technical Head, I acknowledge my acceptance of the resolution for the stated concerns based on the following terms agreed:
If any more problem arises to the recently polished new brake discs in the near future or within short km run of within 5, 000 km, then your service team would take necessary measures on their responsibility to resolve the issue.
The problem of steering jerk if reoccurs again will also be resolved by your service team on their responsibility.
Thus, based on the above assurance provided, I sincerely thank the effort and time provided from your side to the resolution of my stated concerns.
Even though the issue took a bit long to be resolved, I really appreciate the prompt and continuous follow up you have exhibited towards the resolution of my concern. Further, I apologize if I have spoken any hard words in this regards.
Sincerely,
Unni K J "
The above was the resolution agreed with Volkswagen Service Centre - EVM at Kottayam
Volkswagen India customer support has been notified about the posted complaint.
Verified Support
Jun 02, 2018
Volkswagen India Customer Care's response Dear Sir/Ma’am,
Greetings from Volkswagen Passenger cars!
We value your association with our brand and appreciate the time you have invested in sharing your feedback.
We understand your query has been resolved and addressed by our dealer partner, request you to kindly mark it as resolved on the consumer forum website.
In case there are any queries unaddressed, please feel free to contact us at[protected] or write to us on customer.[protected]@volkswagen.co.in
We thank you for being our valued customer.
Assuring you our best services always.
Yours’ Sincerely,
Customer Care
Volkswagen Passenger Cars India
Jun 27, 2018
Updated by Unni K J Dear All,
The complaint has been resolved by the Service Team based on the following email assurance agreed:
" Dear Ms. Siji,
Thanks for your email.
Based on my telecom with your good self and your Technical Head, I acknowledge my acceptance of the resolution for the stated concerns based on the following terms agreed:
If any more problem arises to the recently polished new brake discs in the near future or within short km run of within 5, 000 km, then your service team would take necessary measures on their responsibility to resolve the issue.
The problem of steering jerk if reoccurs again will also be resolved by your service team on their responsibility.
Thus, based on the above assurance provided, I sincerely thank the effort and time provided from your side to the resolution of my stated concerns.
Even though the issue took a bit long to be resolved, I really appreciate the prompt and continuous follow up you have exhibited towards the resolution of my concern. Further, I apologize if I have spoken any hard words in this regards.
Sincerely,
Unni K J "
The above was the resolution agreed with Volkswagen Service Centre - EVM at Kottayam
