[Resolved]  Volkswagen India — Reg. Complaint about unknown caused of failure by volkswagen service team.

Address:

Tirunelveli, Tamil Nadu, 624312

Attn: Volkswagen Customer Support Team / Services Management Team

I am Mr Krishnamoorthy owner of Volkswagen Polo (Regn No. TN76 AB2486 and Model Diesel Highline 1.5 TDI) purchased at M/s Susee Automotive Private Limited, Tirunelveli, Tamil Nadu on 26 August 2014.

I would like to highlight my current issue in relation to your post purchase services.

Emergency Services – Accident

I met with an accident on 17 January 2016 around 6:30 to 7pm near Senguruchi toll plaza, Ulundurpet, Villupuram District. Reason for accident was due to harsh driving by driver on Innova car. Total 4 cars got affected and report has been made at local Police Station.

List of damages to the car are as follows:

● Rear portion full damage

● Front bumper damage

● Bonnet – dent

● LH H/L assembly

Knowing the extent of damages happened; I decided to send the car for service at M/s Susee Automotive Private Limited, Tirunelveli. Car handed over to M/s Susee Automotive Private Limited, Tirunelveli on 18 January 2016, 3pm. Receive Service Order No. SO142116 and noted ODO - 10825 kms. The date committed for service completion was 15 February 2016.

Until 1 March 2016, the repair work was on hold due to the scarcity of spare materials at your service centre, which was very surprising to me. Only after regular follow-ups via phone and personal visit, service centre managed to procure spare materials for repairs. Repair works initiated from early March, but still way back to complete the entire repair works.

On 7 March 2016, Services Advisor confirmed that repair and replacement works completed and made trial drives prior to delivery confirmation. Based on the information received, following are the results of trial drives:

● 1st trial drive - noticed air noise from front right side door, took back for checking

● 2nd trial drive (same day) for 1km - car speed suddenly dropped and engine went to Off condition

To my surprise, on 8 March, I was informed by Service Advisor that Turbo Impeller got damaged / broken (this shouldn’t have happened as the car is still under warranty period, ODO 10, 000kms+ and just 1 year+ from purchase). I am clueless / disappointed that this issue has been raised as a result of service request given to repair accident damages.

I was informed by Service Advisor that they have escalated this issue with Volkswagen Customer Support Team. Service Advisor requested me not to contact Customer Support Team via telephone or email to avoid negative impression on M/s Susee Automative Pvt Ltd. Based on his request; I have not made any contact with Customer Support Team.

On 12 March, I visited the service centre and the rectification / repair work was pending and Asst. Manager said its under warranty process and they have not received any response from Volkswagen Customer Support Team yet on this issue. I notice the blame / passing game from M/s Susee Automative Pvt Ltd to Volkswagen Customer Support Team.

On other hand, total services team including Services Head and Technical Experts from M/s Susee Automative Pvt Ltd, Tirunelveli, has no idea on the reason for Turbo Impeller damage or real problem or issue. There are no actions / proper initiative to find out the reason – instead claiming that Volkswagen Customer Support Team is delaying in response.

As of 15 March, the response is same that Volkswagen Customer Support Team has not responded yet. Arguments went to a level where Services Manager harshly replied that they have nothing to respond and Volkswagen Customer Support Team to respond. I am disappointed with the way of approach / response / treating customer by your authorised dealers / service agents.

Hence, I am now forced to contact Volkswagen Customer Support Team directly to know few things from your end;

● Car given for service / repair of accident damages on 18 January

● How the Turbo Impeller got broken during repair / service – FYI, after accident I drove nearly 500km to reach service centre

● Still in the service centre - none of your experts could identify the source of problem

● Are your authorised dealers / service agents are well equipped or knowledgeable about your product?

● Lack of commitments on the delivery – a German Car company service team is taking 60 days to delivery to the customer

● Lack of customer relation or proper response

Prior to purchase, I have read blogs and also received feedback from others that there are issues on service by Volkswagen post purchase. During purchase, I thought it would have been better now, but the way I have been treated by the dealers / service agents at the moment made me to realise the core problem.

As of now, my experience is really horrible and cannot be worded more than that. However, I am still expecting a good response / firm commitment on delivery of my car from Volkswagen Customer Support Team.

Note: Online Complaint registered on 16 March 2016 and the complaint number is CCR43184.

Regards,
Krishnamoorthy K
[protected]