[Resolved] Volkswagen India — poor services & harassment - vw apple auto whitefield

1 Review
Bengaluru, Karnataka, India
 Sathish Rajendren on Dec 23, 2018
Dear vw apple whitefiled

This note is to bring to your notice about our experience and suffering for car servicing.

We had given our car (Volkswagen vento - ka 03mt0538) on 19th dec 2018 for regular servicing with one observation about coolant leakage and it was told same day would not be possible to deliver and hence requested us to collect the car next day eod. Unfortunately from there onwards we did not even have any update from apple service team about when we can take the car back, kept on saying afternoon, evening and next day morning. Every time my driver went it was told that its not ready, we found this very fishy… failing which yesterday i. E. 22nd when my husband and father in law were there at their service centre for almost whole day. I was really surprised to see the inflated invoice as well mentioning about various minor replacements and labour chargers apart from service, which were never discussed earlier however i told them to deliver the car and again it was agreed that by 3pm and final commitment was 5pm evening. I left from the service centre around 4.00 pm with assurance that car will be ready for delivery at around 6.00 pm on 22nd dec 2018. I left my driver at the service station and he was supposed to go for the quality test drive along with vw service advisers post servicing but to our surprise they left without our driver. When we got to know of the same we spoke to shankar (Adviser) and told him to get the car back so that our driver can accompany for the test drive but the request was not adhered to.

The car came back to the service station after test drive and to our horror the front bumper was damaged (Burnt and melted), the same was brought to our notice by our driver immediately and never by their service team as they tried hide from us about the damage. & to top it up, our driver was never allowed to go near the car and was always chased away as their gm did not approve to take any photograph. I truly want to understand that who gave them the rights to stop people from inspecting our car??? All this while we were on phone with shankar (Adviser) other service associates and mr. Hari (Agm - services). But also nobody helped and came forward to inform us about the car damage.

At last we (I, my husband and my father in law) had to come to service station at around 8.00 pm none of the senior staff was available despite we telling them that we are coming. It was till then that no one from service team came forward and told us about the damage. On visiting they told that the fog light was not fixed properly and because of overheating it melted the bumper. Mr. Hari (Agm) had stopped answering our phone by then…. Hari had promised that we will get our car delivered home today and sadly no response from them. Just imagine how lethargic and casual this apple service team have taken... 5 days...

Please help me in understanding apple team accountability and responsibility when we leave our car for servicing??? You do not follow up on your commitment for delivery, you give no information on the spares and damages during services, you don't let our driver go near the car, come for test drive and the best…. Damage it. Worse is today its more than 5 days and no response…

I am a big vw fan, but i am horrendously sorry if these are the service levels - i don't feel like buying vw again as their apple team is useless as we are not getting any updates / info from apple auto, whitefield, bangalore

I have forwarded every conversation and photographs to hari and he failed to respond… as attached. All the photographs will be also posted in the vw group for cheating their customers.
Complaint marked as Resolved Feb 9, 2019

Complaint Status

[Dec 24, 2018] Volkswagen India customer support has been notified about the posted complaint.
Verified Support
Volkswagen India Customer Care's response, Jan 09, 2019
Dear Sir/Ma’am,
Greetings from Volkswagen Passenger cars!
We value your association with our brand and appreciate the time you have invested in sharing your feedback.
We understand your query has been resolved and addressed by our dealer partner, request you to kindly mark it as resolved on the consumer forum website.
In case there are any queries unaddressed, please feel free to contact us at[protected] or write to us on customer.[protected]@volkswagen.co.in
We thank you for being our valued customer.
Assuring you of our best services always.

Yours’ Sincerely,
Customer Care
Volkswagen Passenger Cars India
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    Volkswagen India - poor services & harassment - vw apple auto whitefield