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Volkswagen India — delivered a fault car

Abdul kayyoom,

Eava,

Punnol, thalassery,

Kannur district, kerala,

India

Respected sir/madam,

I would like to introduce myself. I’m abdul kayyoom, from thalassery, kerala a vw enthusiast. My family recently bought a volkswagen vento from your dealership store phoenix cars, kannur on 30th november 2018. I would like to inform that it was after a couple of month’s research, i made the decision to go with a vento though it was the most expensive option among other cars in my list. Evenly, the features vento offered as well as the reputation of vw brand leveraged my decision to purchase the vento.

With immense joy we welcomed the new vw vento to our family on the 30th november 2018, unfortunately, the vehicle has been apparent with some serious faults since day 1. On the day of purchase itself, there were issues with fog lamp (Which failed to work at the dealer showroom) and we noticed fungus on door beading. While it took almost an hour for the dealer’s team to fix the fog lamp, the fungus on the beading was unattended. Due to the trust we had on the brand, we collected the car on that day.

Things got worse the next day as the gear shifting found to be not smooth which was very unlikely for a new car.in addition, the car stopped a couple of times during driving, causelessly. Also noticed some weird sounds coming from one side of the hood. I decided to take the car back to dealer showroom to address the issues.

Due to some emergencies, i couldn’t take the car to the dealer during the next two days but the car was taken to the showroom on 4thdecember. The car was kept at the showroom for a day and i was informed that they couldn’t find anything wrong. When i showed them the faults i have listed above, the dealer service person only acknowledged to identify the fungus on the door beading and it was changed on the 6th. The other faults were not fixed and we were shocked to hear from the dealer that the faults we pointed to them are very typical for any car. They completely missed the fact that this is not any car but a vw vento that too bought 2 weeks ago.

On the 12th december, it blew my mind when i spotted rust on brake discs and from this, it was evident that the car has been sitting in the yard for a long time. Again, when informed to the dealer about this, we were provided with the same answer that “it’s not a major fault”. As days passed by, the complaints remained unchanged and i had no option but to take the car back to the dealer. On the 22nd december, the car was taken to the dealer for the third time within roughly three weeks from the purchase. This time, the dealer accepted that they figured some faults with the gear system and was informed that they need to raise this complaint to the vw team. It was understood that the dealer raised a complaint to the vw team and we were asked to bring the car back some other day as they are waiting for some response back from the vw team. I was expecting the vw team would find these faults as very unlikely for a new vw car and would instruct the dealer to replace the car immediately. Unfortunately, i never heard back from the dealer. I made several follow up calls between 22nd and 26th december to see the progress on my complaints however was unable to get a proper response back from the dealer. After several follow-ups finally on 26ththe car was picked up from my home by dealer’s agent. After keeping the car for 2 days, i was informed on 28th that all faults have been fixed and asked to visit the dealer on 28th to collect the car and to have a word with the vw customer service team. By the time we reached the dealer on 28th, they had left for the day, and we were told that all faults have been fixed. On 29th we went back to the showroom again only to find that they were just lying to us and even the rusty brake disc was not replaced. We were told of some different story this time and was informed that it would take another week to 10 days to get the new brake discs. We were really frustrated with the dealer’s response and took the car from the dealer as it seemed keeping the car with the dealer for 7 to 10 days is not a good idea.

Sadly, we found that the gear issue was not fixed at all and it’s still the same as before. Further research proved that the car was manufactured in january 2018 and has been sitting the dealer’s yard for almost a year. Luckily, dealer accepted that fact that the car has been sitting in the yard for a while. I believe the car being in the yard almost a year has caused all these troubles and currently, this car is not of a satisfactory quality. A thorough look into the hood also revealed the engine cabin has been dirty and has got a lot of mud deposits in it. With this, i’ve decided it is enough and i cannot take this car again and have left the car at the dealer’s place on january 1, 2019.

I have already given ample opportunities to the dealer to correct the faults with the car, but with no satisfactory conclusion, i’m rejecting the car and as a last resort. I’m requesting vw to replace the car with a new one. I expect vw understand the hardships i have gone through during the last one month and look forward to favourable feedback at the earliest.

In addition to all, the attitude of phoenix sales manager mr. Biju was another nail in the coffin. Not only he failed to resolve our concerns, but he also challenged us to move in whatever direction we can to solve the issues. I even felt like he was so stubborn that our complaints will not be resolved at any time. I request you to seriously take this into consideration as he is not just the face of a car dealer but the face of vw – the car company.

I’m attaching photographs of invoice and profs of my findings for your reference.

Anticipating with great hope that my concern will be addressed and resolved shortly.

Yours sincerely,

Naheed (S/o abdul kayyoom)
delivered a fault car
delivered a fault car
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Complaint Status


[Jan 29, 2019] Volkswagen India customer support has been notified about the posted complaint.
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