[Resolved]  Volkswagen India — problems after software update in polo in due of dieselgate scandal

Address:

416122

Subject: complaint against volkswagen group sales india private limited, volkswagen pune (Vidyut motors), volkswagen kolhapur (Unique automobiles (Kop) pvt. Ltd) for cheating and deceiving

I had purchased the polo 1.5 tdi car manufactured by volkswagen group sales india private limited on 21st september 2015 from volkswagen kolhapur having following details:
Reg no: mh 09 dm 9577
Model: polo diesel highline (Mt)
Chassis number: wvwm14600ft059814
Engine no. : cwx 012206
Colour: copper orange

In july 2017 volkswagen india sent a mail to me asking to update the software in the vehicle for optimization of engine management system, to which i didn’t respond. Every time i visited the showroom i was asked to update the software as early as possible.
In november 2017 during the periodical service of the vehicle the showroom (Unique automobiles (Kop) pvt. Ltd., 122/1, pune–bangalore road, shiroli,, kolhapur, maharashtra 416122) mislead that i must upgrade the software into the cars ecu (Electronic control unit). They further threatened me that if the vehicle’s ecu is not upgraded before december 2017, i will have to pay for it after december 2017. It was even claimed that the software upgrade is made compulsory by automotive research association of india (Arai). Further it was claimed that there would be no change in the performance of the vehicle.
I trusted in the service center (Volkswagen kolhapur) and gave permission to go ahead with the software upgrade in the vehicles ecu on 27th november 2017.
However right after the software update there were following changes in the cars performance:
A. Power loss
B. Loss in pickup
C. Noisy engine
D. Changes in engine configurations

The same were communicated to the company on 1st december 2017 via email to which the company replied and asked to take the vehicle to volkswagen service center (Vidyut motors) in pune.

It was also requested to the showroom to downgrade the software to the original.
The vehicle was attended by attendant mr. Dilip more on 4th december 2017, to which he replied that there are no abnormalities in the vehicles configuration and also it is not possible to downgrade the software. It was also communicated through mail dated 14th december 2017 that all the software updates are approved by automotive research association of india (Arai), pune.
Further i requested them that i need to talk to the representatives from volkswagen india.
On 14th december 2017 a conference call was held at 4.15 pm with the volkswagen officials.
The officials present were
1. Ms. Aarti khot – cr head – volkswagen pune
2. Mr. Dilip more – mt - volkswagen pune
3. Mr. Nagnath chavan – service manager - volkswagen pune
4. Mr. Suresh somani - ccm - volkswagen pune
5. Mr. Christopher – ccm - volkswagen india
6. Mr. Jayan nair – area manager - volkswagen india
In the conference call volkswagen officials denied to degrade the software and i was informed that i should get the approval copy of the software from arai as it is not available with volkswagen india. I also insisted to give the details of the software but again i was denied.
On 15th december 2017, i wrote a mail and requested to provide the information regarding the software and asked for the approved copy from arai. There was no reply from volkswagen india to this mail.
On 20th january 2018, i filed an rti to arai to provide the information as mentioned below
1. Has volkswagen group india private limited submitted a software for testing at arai which is being updated in engine control module (Ecm) of volkswagen disel cars (Ea189 disel engines) for its testing and approval from arai?
2. If it is submitted for testing and approval, kindly provide the photocopy of the same with all the details.
3. Has arai tested and approved the software which is been updated in the volkswagen disel cars ecm? If tested and approved, kindly provide the photocopy of approval from arai to volkswagen india.
4. Kindly provide the details (In photocopies) of the software tested with its graphs
Showing the output curves before and after the software update showing a) rpm vs
Power b) rpm vs torque graphs c) fuel consumption

On 1st march 2018, arai wrote back to the rti that no such software was sent by volkswagen india for any kind of approval neither has it approved any such update.
On 22nd march 2018, i again wrote to volkswagen regarding the pending issue to which no reply was given by volkswagen.
On 5th may 2018, i wrote to volkswagen kolhapur (Unique automobiles) to degrade the software and brought to notice the issues in the car after software updating.
This time also there was no communication from the service center.
On 30th july 2018 i gave them the notice to degrade the software in my car. No reply was given on this mail.
On 31st july 2018 i again wrote to volkswagen india customer care to which they replied and gave case no. Dca2340 and assured that my service concern would be resolved. I even called the concerned service manager mr. Nagnath chavan but he was unable to answer any of my questions. Also no response was given by volkswagen india to the mail.

On 28.01.2019 i filed a complaint on national consumer helpline. Complaint no. Is 1123434. Till date there is no response from the volkswagen group or any of the authorized representative.