Volkswagen India — Poor Car service

Address:

Mumbai City, Maharashtra

I booked my Volkswagen Polo MH02 CB 482 for annual service at Automark Motors Pvt Ltd. (Workshop), Andheri E, Mumbai (service center). I also asked for car pick-p and drop service. A day prior to appointment, when there was no call from the service center, I called and asked them if the service had been booked. A lady confirmed that it was booked and that a driver would be sent at 11:30 next morning for car pick-up. I asked her to send a SMS confirming the date, time, drivers name and contact number. The lady said that she did not have SMS facility, but she would call me in evening to confirm & provide details. There was no call that evening. Next morning at 9:30 AM I received call from a driver for pick-up. On mentioning that pick-up was for 11:30 he said that he was given 9:30 AM time by service center. At 10:30 I received another call from a different driver who said that he was asked to pick up at 10:30. All this time, there was no call from service center. I called the service center and they said they were unaware of the change of driver or that the time of service was 11:30. On checking the driver's licence, the person named on the pick-up letter was not the same as person who had come for pick-up. I again called the service center and their solution was to send the driver named on pick-up letter after another hour. I then obtained the pick-up driver's credentials, photo-copied it, updated details in pick-up letter and handed over the car. The irony is, I am paying Rs. 400 for this pick-up service. The pick-up point is at Mahakali Caves Road, Andhery East, and Service Center is at a distance of 1.6 Km from pick-up point (a 7-minute drive). I have faced undue stress, difficulty and completely unhelpful attitude from this service center. To add to this, the technician at service center called to say that the replacement part of fuel gauge will take 4-5 days to arrive from VW factory at Aurangabad. I fail to understand why Mumbai to Aurangabad- a 7 hour train or 10-hour bus ride one-way should lead to a 4-5 day delivery time-line for a spare part! I asked the technician if the pick-up and drop for replacing fuel gauge would then be complimentary as I would be receiving a partially serviced car that would need to go back to service center after 4-5 days. He said he would check with his manager and immediately revert. It has been an hour since we spoke and he has not reverted. I honestly like VW cars, but every single time the struggle with service and abominable attitude of service center staff makes me regret the decision to buy VW.