[Resolved]  Volkswagen India — car breakdown - service complaint - vw sundaram motors, gp road chennai

Address:

119, silver street, st thomas mount, Chennai, Tamil Nadu, 600016

Hi vw team,

I have been a loyal customer to vw for more than 6-7 years. Being impressed by the vehicle performance and the brand name i have purchased a vw polo in 2012 december and also referred vw polo to my family and friends. Even one of my friends recently bought a vw polo from the same authorized showroom, (Sundaram motors chennai gp road).

Fyi, since 2012 december i have been servicing the car in the same service center (Sundaram motors chennai gp road) but the issue now am facing is on 31st december 2019 my car suddenly broke-down and stopped in the middle of the road while me and my mom was driving as we faced life threatening threat in the middle of the road as the vehicle stopped suddenly around 8.30 pm

So, i contacted volkswagen service center team as they asked me to bring the vehicle to the service center for fixing the problem hence i approached them they asked me to leave the vehicle for further inspection of the breakdown issue which i complained about that.

After complete analysis, they informed us the issue was due to the breakdown of engine pulley and belt and when i asked them have u checked the condition of pulley and belt in the previous service they informed me as it will only be checked unless a customer inform us regarding engine noise and ac not working issue. They said that symptoms of pulley breakdown will be engine noise and ac not working issue.

So, i checked my service history and in that for the past two years i have clearly mentioned about the engine noise and ac issue, also in the last service on june 2019 i have reported that ac stopped working, but they didn't take the issue seriously. Now they are not accepting their fault and asking me to pay the full amount for this problem. For which am not accepting as this is clearly due to the ignorance of the service team as they were lethargic in solving my previous issue hence this breakdown occurred. If they would have properly attended the engine noise and ac issue, they would have already found out the pulley and belt issue and replaced it.

Please find my attached documents in the email, you can clearly see that i have repeatedly complained about ac issue and engine noise issue. Not even once they have provided a permanent solution.

Hence am attaching the vw service documents provided by the service center (Tn10aj8455_complaint_history. Xlsx) with this email for your reference to take further action in this issue. I need justice in this matter hence i want you to inspect in this issue and take severe action against the mechanic and this service center manager who took carelessly my car service complaints.

Fyi, my major concern is that they are illogically arguing that they will never check the condition of pulley / belt or other internal components unless my car is 8 years old or 1 lakh km. I cannot accept this statement as the car's warranty period is getting over by 4 years so since then all service complains should be done with care and there should be a timely check for these components regularly. How can a critical component be left unchecked for 7 years??? To add, note that my car has completed only 54000 km in 7 years.

Finally i can see that this sundaram motors vw center gp road is not providing good service or quality service to any of its customers. I see many complaints being registered in that particular service center. They have appointed incompetent service engineers who are working in a a lethargic manner, they are superficially looking into the issue rather than finding the root cause of the issue. This behavior will compromise a customers life as i faced a scenario where my car stopped in the middle of the road and i was almost hit by a heavy vehicle lorry. I have also requested the cctv evidence for that day;'s incident. This incident would have costed me and my moms life due to the carelessness of the service center.

I truly feel very disappointed in vw service and feel cheated so i lost confidence in the quality and durability maintained by vw for an existing customer. Now i lost interest in buying a vw brand or even referring to any of my friends/family. To avoid such disappointments in customers in future please take severe action against the vw dealership. (Vw sundaram motors, gp road, chennai)

Car details:
Model - vw polo diesel highline (White)
Customer name - jayanthe arivuselvam
Contact - [protected]
Car number - tn 10 aj 8455
Vehicle year - 2012 december
Purchased centre - vw sundaram motors, gp road, chennai
Serviced centre - vw sundaram motors, gp road, chennai

Regards,
Jayanthe a
[protected]