Volkswagen India — Damage to engine oil chamber- causing a cost of Rs 50,000

Dear Sir, This mail is regarding the poor service and management by the Volkswagen team. I own a Diesel engined Volkswagen Vento, which I have given at one of your authorized service center- Volkswagen Delhi Metropolitan/ Frontier Autoworld Pvt Ltd in Delhi. Couple of days back, my car was facing a problem of overheating as the engine fan had stopped working, so I had planned to visit VW to get it checked. My original fan had become faulty in April 2015 and was replaced by a new one by the same above mentioned VW service centre. On the way to the service center to check the fan, my car's battery sign started blinking and then the horn & lights stopped and eventually the car wouldn't start. So, I got stuck at a red light quite near to where the VW service center is. Upon calling VW service center, Mr Vinny Sharma, who is a sales manager there and has previously dealt with issues with my car, assisted me by giving me the phone number of a crane service which they have a tie up with. After waiting for almost 2 hours, the crane-truck came to take my car up till the service center which was a mere 2 Km away from where my car had stopped. The crane hoisted my car from the front end by placing a metal rod across the 2 front tyres and it took it till the VW center. However, as the crane put down my car, I noticed there was engine oil which was dripping from below. Upon confirmation from Mr Vikas Lohia, another sales manager there, the chamber which contains engine oil, had got broken and has to be replaced now. The replacement for it as described on my job card is Rs 50, 000. The crane service nor the management at VW are not ready to take up responsibility for what happened, even though it happened in front of them. So, from the smallest issue of engine fan not working (which is under warranty for 2 years), I have landed into a huge problem and this problem has clearly been created by the fact that VW service centers do not have adequate quality or professionalism to deal with situations like these. The Volkswagen service team are the first ones I contacted in the situation and they gave me the number for a company which they have a tie up with. Thus, the crane service provided by VW to 'assist me' has actually assisted THEM by damaging my car and now the service center is ready to bill me for replacing the part. That is indeed convenient. Isn't it expected of a highly esteemed company like Volkswagen to have proper tie ups with crane service/ road side assistance? And if VW itself are providing me with the a crane service, aren't they liable for the damage it has caused to my car? Our family has been faithful to this company for years now and we own 3 VW cars at home - namely an Audi A6 and a Skoda Octavia along with the Vento. I firmly believe that this sort of poor service and lack of responsibility can not be expected from a German Company and that too one of the biggest in the world. Attached herewith are the picture of my damaged car and details of my car/ VW authorized dealer. We feel we Trusting Volkswagen to help us out from the situation at the earliest. A loyal customer, Shrey Jhalani [protected]