[Resolved]  Volkswagen India — Poor Servicing

Address:

Volkswagen Madras South

Dear Sir,
On 10th of October 2020 I have taken my Volkswagen Cross Polo Reg. No. TN 19L 6537 to VW Madras South (Kun Volkswagen, OMR, Chennai) for general annual maintenance. About an year back, when I had an issue with the gear cable assembly, it had been replaced from them on payment basis. Since then the gear lever function was not smooth and the same was mentioned during the current servicing. During the adjustment, many times the technician confirms the adjustment is to my satisfaction or not. This has happened many times and I have to finally accept the adjustment of gear assembly without full satisfaction.
During my previous annual maintenance, I have asked them to do the wheel alignment. On completion, when asked for the report, I got a printout with the achieved values invisible and at many columns values were beyond the limits. When enquired about it, they convinced me that the issue is with the printer but the values are ok. Later they took me to the wheel alignment machine and attempted showing it on the screen, but the result was unavailable in the database of the machine. Either they are not aware of saving/retrieval or forgotten to save or the machine does not have the feature. (To my understanding, the machine is decades old one and not with good features). Finally they have redone the alignment, but the results were not upto the satisfaction. While the job was running, I noticed that the pedestal where the monitor was placed had only three legs and the whole pedestal was dangling on its three feet. At the end of the alignment, the station manager Shri. Ramesh assured me that he will rectify the wheel alignment machine before my next visit and promised me that he will do the wheel alignment free of cost. Finally I have taken the delivery of the car without satisfaction. While I drove the car from the service station to my home, it was found that the gear lever got loose and with lots of difficulties I have reached home. On reporting this issue, the manager blamed me that it had happened due to the mishandling. Later when the technician came the next day and opened the gear lever bellow, it was found that the gear lever was tied with a plastic tie which was used for cable bunching. He removed the plastic ties and crimped the ring clamp he bought with the gear lever and assembled back. Since they do not have the ring clamp and crimping tool, it has been tied with plastic ties and it is understood that the ring clamp and crimping tool had been bought specially for me. It is very pathetic to know that a VW authorised service station does not have proper tools to maintain the world leader cars. Very shameful. (Photograph and the video of replacing the ring clamp will be produced on demand). On the same occasion, after servicing, I found the horn was not functioning. I had to take the vehicle to the same service station traveling 66km with my own expenditure, spending my leave and time for replacement. Though I got the replacement free of charge, it is all very pathetic to mention here but unfortunately I no other go, but to have.
Since I was not happy with the wheel alignment did last time, assuming that the machine might be serviced and made perfect, I have asked them to do the wheel alignment during the current servicing too. Unfortunately the process of wheel alignment was a repetition of previous year. This time also they tried twice and failed. Finally I was forced to take my car half aligned and I am now scared of driving long and have to do this exercise depending on a reliable private agency. After servicing, when I reached home, I found that the cooling fan of the A/c unit is not running after switching off the car (in general, when the car stopped and switched off, the cooling fan of the A/c unit will run for a few seconds and stops automatically). After a few kilometers, the gear engagements became very tough too. This was reported to the manager very next day, i.e. 12th Oct. 2020, but no response yet. Meanwhile I had made numerous calls to the station manager Shri. Ramesh (+91 [protected]) as well as to the service adviser, but in vain.
Hence I would like to summarise the problems that I currently face with my car by attending it by VW Madras south.
1.Gear engagements became more tough.
a.There is a sudden jerk when releasing the clutch while gear engages in reverse position.
b.When it engages with 1st gear and the clutch pedal is fully pressed, (clutch disengaged position) it gives a noise as if it is half engaged.
c.All the gear engagements are very tough. Need to apply enormous force for shifting.
2.A/c cooling fan does not function when the vehicle is switched off.
3.Improper wheel alignment
I now have to suspect VW Madras south on the other service that they have done so far. They charge for full oil and filter replacements, but not sure whether they really did it or not. As in other service centers, VW Madras south does not have the surveillance system at all. Similarly, when a customer comes with his vehicle for servicing, other service centers provide a vehicle for drop and pick up to nearby place where he need to go for some purchase or other needs. Whereas this service center does not have such facility at all. The whole day the customer have to sit in the lobby idle. In such case, VW Madras south does not have WiFi facility where the customer can use when he sits idle. Very frustrating to the customer who goes to VW Madras south.
It is very shameful to mention that VW Madras south does not have proper tools to maintain the machines as well as knowledged trained technicians too. But to be very frank, the VW Madras south is too good in water servicing.
Hence I hereby request VW to divert this matter to any other service station near by Chennai for free of cost where I can rely on the service to the customer satisfaction. Since I am planning to go to Kerala next week, any service station nearby Trichur also may suggest where I can do the service for free of cost.
I am not intended to mention you to take any action on such poorly maintained service stations and customer relations, but punishing them will help VW to maintain the leadership. Hope you may understand my feelings as I am very much attached to VW cars. I expect your favourable reply at the earliest.
With Regards

P. A. Sasidharan

NB: If some one could provide me the email id of a top officials of Volkswagen, I would be very thankful to him.