[Resolved]  Volkswagen India — Reckless and unresponsive behavior of VW

Have been happily driving my Polo Comfortline petrol for 2 years. But last 4 tormenting weeks changed how I look at Volkswagen as a brand. I am sharing my unfortunate experience of being an Volkswagen customer to show world that how pathetic they really are. My unfateful tale started while driving on classic Indian road, roads with uncountable potholes and multistorey speed breakers. On the evening of 23rd November, Radiator of my car touched somewhere and started leaking which I came to know on next day when my car stopped on its own while driving. When I checked I found coolent container empty. As i had performed the annual maintenance service of my car 2 days ago only so first thing came to my mind is that they forgot to fill the coolent container.I called Volkwagon service advisor who delivered my car 2 days back and informed him about the situation. He adviced me to fill the coolent container with water and drive the car slowly to workshop. I followed his instructions. It took me 3 hrs to cover distance of 6-7 km as I had to stop frequently to check and refill the coolent container with water. On reaching Volkswagen workshop he promptly received me and checked the underneath of the car. They found that the situation was due to damaged radiator. My case was handed over to accidental repair team, I completed all formalities and applied for insurance claim. That was 24th Nov and they promised to deliver my car on 2nd Dec due to the usual overcrowd. I had requested them to do it asap then they verbally promised me to do it by 28th Nov. On 28th Nov I received a call from service advisor to take delivery of the car. On reaching workshop I found my car parked outside of workshop premises, washed up and ready for delivery. I met service advisor he handed me over gate pass, bill and requisitions sheet and Infomed me that the my claim is also approved as they applied for it on previous day. He asked me to pay remaining sum and sign satisfactory note. But i insisted on visual inspection of repair made. On visual inspection of repair i suspected some sign of leakage which service advisor discarded as water left after washing. I doubted that something is wrong and pressed to check it properly by putting on lift. The Advisor finally gave in and agreed for car's underneath visual inspection. But to my surprise, all attempts of starting the car failed. On asking what is wrong the advisor replied everything was alright so far, they took a test drive and checked everything before calling me to take delivery. I had waited at workshop till late that evening but they hadn't given any satisfactory answer. I waited for their call till evening of next day as they promised but they hadn't called. I called them and inquired about the situation, they said they were waiting for my permission to open up the engine and check wats wrong, and I have to come to workshop on 1st Dec, Monday morning to know the exact damage to my car. On monday morning I again found my car parked outside of workshop premises. the service advisor informed me that they are suspecting the engine compression gaskets got damaged. They have brought my car inside by driving it and later i found that there was no coolent in the container. On inquiring about it, nobody was able to answer why are they driving a car without any coolent fluid and damaged engine. After waisting few hours without any answer about what is wrong with my car, I came back home with a false promise that they will inform me by evening. Nobody called, I waited for next day also. I called them on Wednesday 3rd Dec but they still hadnt done anything. By 4th Dec they stopped answering to my calls so I filed a complaint with VW care but that also proved fruitless, I just got a SMS that the complaint is assigned to VW Jaipur. On not hearing anything from thier side and calling them many times, I visited the workshop again on 9th Dec and asked at reception to meet the man in charge of the workshop. They made me meet a guy who listened to me very politely and noted all details, which at that time was looking very promising, committed to clear up everything in a day or two. He called me on 10th Dec and repeated mostly wat they are saying so far. I called him again yesterday, they were waiting for spares. I called him today, they received spares but it will take few more days to know " HOW LONG WILL IT TAKE TO REPAIR MY CAR". Nobody is clearly answering following question 1. There is no temprature meter, so how will one get to know the engine is heating up. 2. After they repaired my car, took the test drive, filed for insurance DO which also got approve, and presented me all the papers for delivery the engine failed to start. Were they delivering me car with faulty engine, were they driving around my car with faulty engine now who is responsible for the damaged caused to engine by VW's recklessness. 3. The paperwork they presented me have serious discrepancies, they entered wrong owners' name, wrong mileage, no details of repairs made. Had that been done to hide the damaged they caused to my engine or is it the work culture at VW, is this how they manufacture and repair cars. 4. 25 days and i still dont know status of my car. Pathetic response from all point of contacts at VW. I seriously made a mistake by buying a VW car. Have any of you ever faced any such situation. Please advice how to deal with it. Does it help to go and shout in workshop as I have seen many doing it. I am looking at consumer forum as last resort. * please ignore my bad English.