[Resolved]  Volkswagen India — concern about your dealer m/s. kpr cars

Address:

Mysore, Karnataka

I have purchased a vento tsi during the end of december 2016. The registration number of the car is ka-09-mc-6511. The car was making some sound while applying the brakes. The car was due for the first free checkup and i took the vehicle to your authorised service centre m/s. Kpr cars, at mysore and while leaving the while told them about the problem. They attended to the problem and i found that no sound was coming. I was satisfied with the service and i have given them the highest ratings under all the parameters. However, after a few days again the same sound developed and this time it was making much more sound. Therefore, i took my car again to m/s. Kpr cars on 13.10.2017. This time my experience was pretty bad. After parking my car inside the premises i waited for about 15 minutes for someone to attend but no one came. Then i went to the office and a lady there attended to me. I told her that i am waiting for some service adviser to attend to me and she requested one mr. Raghavendra to attend to me. I told him about the problem and after a few minutes he sent a person and asked me to go with him for a test drive. After the drive that person confirmed that there is some sound. The service advisers told me that they will attend to the problem and let me know. So i left my vehicle and returned.in the afternoon i received a phone call from mr. Raghavendra informing that some components in the brake drum have worn out and needs to be replaced and it will cost me about rs.9000/-. He also told me that the components are not available in the stock and it will take a few days to receive the same. I told him that my vehicle is still under the warranty period.in reply he told me that these components are not covered under the warranty and i have to pay for it. I told him that i am not agreeable for making the payment. I argued that the vehicle has not even done 6000 kms and how can the component wear out? He said it happens very rarely. I told him that if the manufacturer has used sub-standard components i do not want to pay for it and also told him that i will go to the consumer forum if it is not replaced free of cost. Then he told me that he will have a discussion with his general manager and will come back to me.in the evening he called me and said that they have referred the matter to the head office and will inform me in the morning.in the morning i did not receive any call. So i called him at around 11.30 am and he told me that the car is ready. He also said that he will get the car washed and deliver it to me in the afternoon at around 3.30 pm. I went in the afternoon and he told me that it will take a few minutes and asked me to wait. I thought during the waiting time i can have a look at your newly launched tiguan. When i went to the showroom in the same premises and told them that i want to have a look at the tiguan i was told that the vehicle is in the service area and i can have a look there. No one took the effort of taking me to the service area and showing me the vehicle. So i dropped the idea of seeing the vehicle.
After a wait of about half an hour i was informed that the vehicle is ready. I was billed only for the wash. I asked mr. Raghavendra whether they have replaced the components? (I was sure that they wouldn’t have because i was informed earlier that the components are not in the stock. If he had told me that it has been replaced, i would have argued on it). He said that they removed the brake drum cleaned it thoroughly and fitted it. They have taken a test drive and found that the there is no problem now.
Now the following questions have arisen in my mind:
1. If the defect could be rectified just by cleaning the components; why was told that the components needs to be replaced? Where they trying to fool me?
2. Have they given me some temporary solution to see that i don’t go to the consumer forum?
3. When the service centre is trying to cheat me when the vehicle is under warranty period, after the warranty they can unnecessarily ask for replacement of the components whenever we take the vehicle for service. Can we trust this dealership?
4. Whether the company is really having any control over their dealers?
I request you to take up the matter with m/s. Kpr cars and find out the facts. It is very important that you take up the matter because the reputation of volks wagen is at stake because of the act of the dealership.
I also request you to revert immediately with your comments on my observations. If the components are really defective and needs to be replaced, please ask them to replace it free of cost.
Kind regards,
Premnath prabhu
[protected]
[protected]@yahoo.com