| Address: | NAGAON ASSAM INDIA |
Dear Volkswagen
I purchased VW Virtus 1.0 TSI Topeline (Red) on 29th June 2022 from Guwahati Assam, India Dealer. And as informed, I was supposed to visit the dealer on 31st July 2022 for my first servicing. This servicing is named as “Swagat”. The first welcome Servicing. But I have a different experience to tell on the very first day.
On 2nd week of July, I got a call from the VW service centre Guwahati regarding my first service. I conveyed that as I reside in Nagaon District which is 150 kM away from Guwahati and due to my work, I can go for my “Swagat” servicing on last Sunday i.e., 31st July 2022. Accordingly, I was informed that they have booked 31st July 2022 for the “Swagat” servicing.
On 31st July 2022 at 11:00 am, I reached the service centre at Guwahati. I approached the service executive for my schedule and so called “Swagat” service. To my surprise, they revert me back that there is no booking for my car for that day.
I tried to explained that there might be some mistake as I remember that it was booked for last Sunday from their end and accordingly, I have travel 150 kM for the same. Half an hour later, I was informed that the booking was there in the computer but it was not in the register book. However, they will consider to carry out the “Swagat” servicing but it will take some time as there is already a queue.
I agreed and around 1:45 pm the car was driven inside for washing by VW team member. Before this incident, one of the service executives took 360 deg photograph of the car for any scratch or mark in the body. At around 3:30 pm, I went inside the workshop to see the progress of my “Swagat” Servicing.
The car was washed. I went closure to see the car and I was surprised to notice that the left door opposite to the drive seat had a scratch mark distinctly visible. I immediately call the service team around and had shown them the mark. At first, they denied to accept that it was their fault and it might have been already there before the car was brought to the centre.
I tried to convince that there was no scratch till now in the car body, but there was continuous denial from their end. To this I asked the service executive to compare it with those photographs which were taken before the servicing. After few conversations, disapproval and comparison, it was accepted that the scratch was part of the servicing and then they tried to remove the mark with some polish and chemicals.
I asked them the rectify the issue immediately. But they response that as it was Sunday the painter is not available and asked me to bring the car next day. But since I have to return and travel back again 150 kM to my workplace, I told them it is not possible for me to visit next day. To this the service executive wrote a comment in the bill that it will be rectify free of cost (only for that scratch) whenever I visit the centre again. Me with no other option had accepted it.
Sitting back in the waiting lounge for other formalities to be made from their end, I was just recalling the whole day. I came for my first so called “Swagat” servicing at VW Guwahati traveling approx. 150 kM. At first there was a denial of the booking and then what I get is only a washing and a scratch mark on the left door of the car. I could have washed the car at may place instead of travelling 150 kM for the same.
One month back when the car was delivered, there was frequent call from the VW Guwahati to give 5-star feedback in company website. And without any doubt, I gave it, as the quality of the Car is exceptionally good. But the trust of the customer depends on the after sales service and parts that will be available for next 10-15 years.
At the very beginning before purchase, I went for Skoda Slavia, but because of the speculated service-related issues at this part of north east India, I waited for VW Virtus, as my trust was more on Volkswagen and that is the only reason for my ownership.
But what now? there is nothing special about VW, and here at Guwahati Assam, the service approach and quality is pathetic and I worried, I have to bear the same for coming years.
There is always an improvement and the VW dealer at Guwahati is no exceptional.
Firstly, the service centre had very less space around it. And most of the damaged car are parked in the approach road making the path narrower for any car to move inside the workshop. The approach to the car washing place is further narrower and is through the main workshop where repairing works is done. And I doubt, due to space constraint, the dealer cannot attend servicing of more than 5 -6 car a day. However, this is only my observation and its up to VW group for further review.
At the end of the day what customer expect is the service after sales. We are giving more emphasis on sales, that is good. But what after the sales? and what if the customer had to face many issues in keep the car in good condition. The moment the car is delivered and out of the dealer, we (the customer) will look for an approachable and troublesome servicing from the dealer.
VW car is Good, but service here at Guwahati is pathetic………….So to the new buyer, do the survey in your area before buying…………………………..
Thank You
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