Volkswagen India — damage to car during servicing, inflated bill, harassment

Address:

Kolkata, West Bengal, 700053

Dear sir,

Our car vento, number wb06h 8733 bought in november, 2011 was sent for the annual servicing at the topsia service centre, kolkata on 14th of december, 2017. At this point there were no other problems of the car, otherwise it would have been highlighted and rectified. After servicing was done the car was brought back home. From the next day onwards there was an oil leakage underneath the car in the morning every day. After a couple of days of leakage we contacted the service station at topsia, kolkata. They advised us to send the car over to the service station.
We sent the car over and after checking for oil leakage the service personnel mr. Tapash said there was no problem and sent the car back. Again from the next day there was a slight leakage and there was a constant sound for the first hour when the car was driven. Now all these problems cropped up after the car was sent for servicing.
Again i contacted the service station and they told us to bring the car over. The car was sent on the 8th of january, 2018 afternoon and kept overnight to see what problem occurred in the morning. No one contacted me to inform me about the car. I contact the workshop several times and then one mr. Jayanta roy called me and informed me that after a thorough check up it was found that there was a crack in the water pump and due to that there was leakage of coolant and this seeped into some oil container and there was hence an oil leakage. The service personnel mr. Jayanta roy gave an estimate of rs. 22000/-. I talked to his senior mr. Tushar and he also said that the water pump has to be replaced. He offered a small discount of rs. 1000/-
I am sorry to state that there was utter and gross neglect on the part of the service personnel, as a result of which the car developed all these problems. None of this was there earlier otherwise the car would have been sent earlier to the service station. Also, when the car was sent for a check up of oil leakage the first time after servicing, it was a slip shod work and the problem was not resolved. This was entirely the fault of the service personnel handling the car, as a result of which i faced such harassment and had to send the car over again. The second time the check up was done the service personnel came up with a bill of rs. 22000/-.
This is utter harassment of a customer and the service personnel have not done their job properly. As a result of which i am saddled with a huge bill.

On complaining at customercare i received a complaint number as follows:

Case no : ccr108818
Vehicle registration no : wb06h8733
Name of the customer : mrs. Shampa chakraberty / mr. Debasish chakraberty
Dealership name : m/s volkswagen kolkata 2 (Topsia)
Dealership location : kolkatta

Immediately after the above number was allotted i received a call from mr. Tushar of topsia service centre, kolkata where he threatened me that nothing will be done about my email, since the email has been sent to him for further action.
I think such intimidation is unbecoming of a senior professional like mr. Tushar. I feel harassed and threatened since i am a lady and it is highly unbecoming of mr. Tushar to talk to me in this manner.
Again an inflated estimation for damage done by the topsia service centre to my car was emailed to me amounting to rs. 24, 808.94 by mr jayanta roy, this time by increasing the amount by another rs. 2000/-! The fault lies with the service centre in damaging my car and i wish you to take this seriously, since i am a lady handling this matter and my husband is out of station.
I wish to state that i shall not bear any of the cost since the damage to the water pump was done by the service personnel.
I also wish to state that the mail talks falsely of me sending the car on the 9th of jan, 2018 whereas the service to the car was performed on the 14th of december, 2017 and after that the water pump developed some problem. The car was also sent to the workshop the week following 14th of december, 2017, which the mail fails to mention.
This is tantamount to serious harassment and as a customer i wish to state that if this matter is not resolved i shall have to take legal steps and the help of social media and the press which will further damage your reputation, which is already damaged worldwide because of reasons known best to you.

We have been subjected to a lot of harassment due to no fault of ours. We are unable to pay this bill and demand that the entire amount be paid by volkswagon.
We are also thinking of buying another car but from the service which we have received from volkswagon over the years we shall definitely not buy any from your brand. We would also not recommend any of our friends to buy volkswagon cars.
Please see that the entire work is done at no cost to us. We wish to receive a communication from your end in this matter at the earliest. Till then the car is lying with the service station.

I also wish to state that since the car which runs on diesel, is lying at the workshop since the 9th of jan, 2018, any further damage done to it or if the battery dies down, the cost for the same has to be bourne by the workshop.

Thanking you,
Yours faithfully,
Dr. Shampa chakraberty, wife of mr. Debasish chakraberty, owner of the car.