[Resolved]  Volkswagen India — issues regarding repairs and services for volkswagen polo/ heavy expenditures

Address:

VolksWagen Capital, B 1/ F- 5, Main Mathura Road, Opp. Metro Pillar No.321, Mohan Cooperative Industrial Estate, New Delhi, Delhi, 110044, New Delhi, Delhi

I, Rishabh Dhand have been a trusted customer of VolksWagen cars for the past few years now and I also own a VolksWagen car in my hometown i.e. Ludhiana. Since my past experience was decent so far as the company is concerned, I opted to purchase a pre-owned “VolksWagen Polo, Highline” in Delhi where I am currently putting up. Importantly, I had taken a loan for an amount of INR 2, 50, 000/- in order to purchase my car.
It would not be out of context to mention that quality and reliability was one of the prime reasons for opting for ‘Volkswagen’ despite my fellow users counselling against the purchase of a car from ‘VolksWagen’.
I purchased the aforesaid pre-owned car in the month of November, 2018, and my experience so far for the past six months was impressive. However, a fault occurred for the first time on 19th May, 2019 which I became aware of when my car broke down, and did not start. Since I was not aware of the technical glitches, I opted to get my car checked through the authorized repair centre of VolksWagen instead of getting the same done through a general mechanic. Therefore, I called the repair service of VolksWagen and since my car was not starting, the same had to be towed from Lajpat Nagar and was taken to VolksWagen Capital, Mohan Cooperative Industrial Area, Delhi which is apparently the authorized Service Centre (hereinafter referred to as ‘the company’).
It was informed to me from one Mr. Raja Sharma working in the company that three parts have been changed i.e. ECM, Fuel Pump and Fuel Filter and the fault was on account of non-functioning of the said parts. However, since the parts were changed, I was assured that the car would now run properly. I was charged with an amount of INR 19, 000 approximately, an invoice of the same was handed to me. However, keeping my faith in the company and the services as portrayed, I paid the amount. The said faults were rectified on 26th May, 2019.
However, to my utter shock, after running hardly for one day, the car yet again broke down on 27th May, 2019 and was to be towed on 28th May from Okhla where my office is situated to the aforesaid authorized Service Centre/ the company.
After numerous persuasions and after a period of 12 days, I was informed from the aforesaid official namely Mr. Raja that the car had to be checked through the expert technical team and the expert technical team accordingly arrived at the conclusion that my car broke down on account of the faults as encountered on the previous occasion and the aforementioned part had to be replaced. Further, I was also told that there were some wiring issues which was not detected and rectified properly by their mechanics and the same were also to be resolved. I was yet again assured that once the part is replaced and that the wiring issue is resolved, my car would function back as normal and that no further issues shall be encountered. Therefore, relying upon the assurance of the officials of the company, I spent an amount of INR 3000, a copy of invoice of which was provided to me and I accordingly got my car back on 10th June, 2019, after a period of 10-12 days from the date of second occurrence of fault. Importantly, I was informed from the official that if the fault appears again, I would not be charged for the said expenditures since the service centre shall be accountable for the same.
Shockingly, within a period of two days, my car again broke down because of the same fault for the THIRD CONSECUTIVE TIME and had to be towed yet again. I was left helpless and stranded in midway. Despite spending on the aforesaid invoices. I also had to pay for the crane towing charges for the third time now which were to the tune of INR 2000 for every visit.
Being infuriated on account of repeated failures in the car for no fault of my own and for the very same reasons, I paid a personal visit to the aforementioned service centre after repeated deliberations and telephonic calls. I was informed and was stunned to know that the issue has yet again arisen for the third time now and for the same defects which had cropped up on the very first day of repair.
To add on to my misery, Mr. Raja, the company’s official now provided me an estimate of INR 46, 500 which includes the component of some issue related to engine. However, this had been raised for the first time and had never been informed to me previously. On the contrary, I was assured that I shall not be charged. Strangely it is also evident from a bare perusal of the expenditure estimate that the expenses of labour component only are to the tune of INR 30, 336 amongst expenditures. It would not be out of context to mention that till now I have already spent an amount of over INR Forty Five thousand for the aforesaid troubles. At this stage, I am not sure as to what recourse I should opt for since I am not in a position to believe the false and concocted reasons given to me time and again from your officials.
Also, despite giving my car in the “authorized service centre” of VolksWagen, I am not able to attain adequate services and on the contrary, I have to incur such humongous expenditures for reasons solely attributable to the company. Clearly, I am not in a position to pay any further now owing to the defaults, delays and laches on part of the company/officials.
I also believe that the reason for the unwarranted expenses which are burdening me are due to incompetency of mechanics/technicians employed at the company. Apparently, they are not in a position to resolve the issues despite figuring out the fault including the inputs from the expert technical team which were specially called to check and repair the fault.
This has further raised serious concerns where I am constrained to believe that the acts of the company (by apparently experimenting with the repairs in my car for defaults best known to the company) are to illegally extract my hard earned money taking advantage of my lack of technical knowledge related to mechanics of the car which has now left me in a very helpless position. Further, at this juncture, I am clueless as to how will I get my car back free from all defects despite spending large sums of money.
I am really perturbed by the fact that despite portraying that the services provided by the company are to the utmost satisfaction of the customer, I am compelled to undergo numerous struggles and hassles in order to get my car back in proper working condition which unfortunately, I am unable to attain till date.
Also, despite being a rightful owner of the car, I am not able to utilize it at all and have to commute through hired vehicle every day which is an add on to my financial burden which is uncalled for.
A period of one month has lapsed since my car is facing troubles and repeated visits have been made to the authorized service centre/the company. However, there is no change in the hardship, distress and mental agony which I have gone through till date. Also, this has raised serious doubts in my mind regarding the ‘so called’ services provided by a prestigious brand like “VolksWagen” as my car is in the same position as it was on the day one of the occurrence of the faults. It is shocking that the service centre of a company of such a repute has indulged in the practice of extorting the hard earned money of its customers. This raises serious questions as to whether a brand name like “VolksWagen” is really worth opting for?
Therefore, the present complaint is regarding resolving the defects/faults/issues which have occurred in my car on account of the incompetency of the company’s mechanics and technical team and without any monetary liability on me for incurring any further expenditures pertaining to repairs.
Also, I am looking forward to owing my car back free from all encumbrances failing which, I shall be left with no option but to raise this issue before the higher authorities and also before the social media. Also, I am seeking the refund of expenditures incurred by me till date with interest @18% p.a. on account of the aforesaid reasons, facts and circumstances.
Further, if the issue remains unresolved, I will be constrained to take legal actions by approaching the appropriate court of law highlighting the poor quality and unqualified workmanship services of the company and further reserve my right to claim compensation on account of the above at risk, cost and consequences of the company.
Please take note of the same.
Regards
Rishabh Dhand