[Resolved]  Volkswagen India — my vehicle is given for oil service not return back in time after service - reg

Address:Pondicherry, Puducherry, 605007

Dear reputed car manufacturer

My vehicle was given for oil service and small body shop work on 27.10.2017., after 15 days only this small scratch removal body shop work completed and given for oil service. On 10/11/2017, during before body shop work starting, they were called me and told me that there is a huge white smoke is coming while starting the car, while giving my car to service on 27.10.2017 there is no smoke observed followed by on 28.10.2017 body shop also raising job card.
In the mean time after idle at body shop from 28.10.2017 to 10.11.17 what happened to my car is not known. Also the persons from pondicherry service, there are claiming that, any body shop work in car will takes minimum 30 to 45 days to complete the work. This is not at all acceptable to any one who is having the car with small scratches, tinkering and painting work.
Also the very serious issue is, on 10.11.2017, they called me and told that the reason for the white smoke from the exhaust while idling is due to failure of egr valve, which is not evidenced during the preparation of job card on 27/28.10.2017.
On 15.11.2017 service person called me and checked the egr valve in front of me from my car, there is no fault indication in egr as well as the coolant oil level sensor. Why this is not indicated in the system, if this has failure?.
Also the spare is not available to replace immediately, they are asking me to wait further 10 days for getting the spare parts from volkswagen spares. Such a reputed car manufacturer in the world, why can't have minimum spare of at least one no.in the service station at any moment of time?.

I ask them to replace the spare if it failed. But, surprisingly i come to know that the spare cost for one new egr valve is rs. 49, 000/=, also there is no high technology/ complications involved in this valve manufacturing to bear that cost.
If this is the spare cost, what will be the spare cost for all the spare kit in a volkswagen polo tdi hi-line diesel car? Is this 1 crore rupees?. How this can happen rs. 6.6 lakhs purchased value car is having the spare parts cost of greater than 1 crore if we procure it as a spare parts?.

This shows that any spare part cost selling it from the reputed volkswagen group is 150 ~ 200 times more costlier than the actual part cost. This is not at all acceptable even in the european/ american market customers who are paying cost also for scrap parts disposal. This kind of spares pricing will not attract any new customers to choose & procure these reputed cars in future.

Please look into this very seriously with your spares pricing strategy and serve the customers with optimal spare price as listed during the new vehicle delivery in future to hold your reputation in growing indian market.

Also note that, with my very regular follow ups to the service station, now one month going to be completed after 27.10.2017 to 24.11.2017, my vehicle is not delivered so far and till now i am not known when it will be delivered to me after the complete service.

Thanking you,

S. Srinivasan
[protected]
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Jan 9, 2018
Complaint marked as Resolved 
Volkswagen India customer support has been notified about the posted complaint.
Verified Support
Nov 25, 2017
Volkswagen India Customer Care's response
Dear Sir/Ma’am,

Greetings from Volkswagen Passenger Cars!

This is in reference to your complaint received through Consumer complaint website addressed to Volkswagen Group Sales India Pvt. Ltd.

We request you to please share your car registration no. in order to enable us to address to your Query/Concern.

Assuring you our best services always.

Yours’ Sincerely,

Customer Care
Volkswagen Passenger Cars India

For Enquiries/ Complaints[protected]
For Road Side Assistance[protected] /[protected]
E-mail customer.[protected]@volkswagen.co.in.
Website www.volkswagen.co.in
Verified Support
Dec 09, 2017
Volkswagen India Customer Care's response
Dear Sir/Ma’am,

Greetings from Volkswagen Passenger Cars!

This is in reference to your feedback dated24th Nov, 2017.

We have not received any response to our request dated 25th Nov, 2017 for sharing with us your car registration no. & contact details in order to enable us to address to your Query/Concern.

We understand, your concern is resolved and performance of your vehicle is meeting your utmost satisfaction.

In case of any further support of clarification please feel free to contact us at customer.[protected]@volkswagen.co.in or[protected].

We value your association with us, assuring you our best services always.

Yours’ Sincerely,
Customer Care
Volkswagen Passenger Cars India
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