Volkswagen India — Service and product

Address:

690502

Dear sir,
I am herby forwarding the copy of complaint filed before VW service center and VW customer for favorable action as last resort.
{{ Dear sir,
I write this letter with much grievance and despair after my experience at VolksWagen service centre Kottayam and Thiruvalla.I own a VW jetta 2012 model and I was proud to be a VW owner till last few years and the above incident shattered my remaining positive attitude towards VW.
Let me explain the incident .I had visited VW showroom Thiruvalla for my routine service at 60000 km.
I also had following complaints.
1. The emergency hand brake was faulty.
2. The inside head roof fabric has fallen.
3. Right side mirror was broken
4. Rattling noise from inside: probably AC vents
5. The Air bag fault lamp was glowing since last service
6. Damage to wind shield water sprayer
I was informed that the service cannot be held at Thiruvalla and they will send the car to VW Kottayam to which I agreed.
I also highlighted that wheel balancing and tyre rotation had done a week back hence not to do the same.
I have following complaints regarding the present service.
1. Even after repeated queries I was not given any estimate
2. Only thing I was told that transmission fluid has to be changed and rest was similar to previous service. But cost of transmission fluid change was not informed.
3. Tyre rotation and balancing was done even after my repeated dissent.
4. I was told that my car would be returned in one day after service so that I gave my car. But it was returned only after 4 days[protected] to[protected].I had already explained them that I need to attend an exam at Mysore and have start travel on 4-12-16.But I did not get my car on time.
5. Catastrophically major complaints was not cleared:
a. The fallen head roof fabric
b. The malfunctioning hand brake
c. The software error, the rattling noise etc.. which they assured to be fixed though my car was kept in custody for 4 days
d. Water sprayer tube not changed.
6. I was charged Rs. 3700 for interior cleaning and polishing, but the chocolate pieces left by my 3 year old kid were still remaining in the door console.
7. Not only I was not given any estimate, and even the final bill was not informed on enquiry till 4pm on 3-12-16 but a message of 47000/- was sent as sms to me.
This caused a lot of difficulty for me and my family since this is the demonetization phase and we had planned travel to Mysore next day.
Finally we were informed that to collect the car from Thiruvalla showroom by 6 pm on 3-12-16 and we reached there on time. But we kept waiting for the car till 8pm as it has not arrived from Kottayam and your staff lied about it.
Moreover, even after the arrival of the car, we were made to wait again telling that they had to confirm if there is any additional bill from Thiruvalla.
8. I was again charged 200/- diesel bill and the range indicator showed 0 km..i had given the car with diesel level well above the reserve .
9. Within 2 weeks of service my car broken down on the way due to battery burnout
10. Your staff Nandu was arrogant and impolite on inquiry about bill.
11. I was charged for works not explained to me and those I asked not to repair at present.
VW was a passion car for me and my family and we have recommended the car for atleast 8 people who has bought VW with our recommendation.
But now we regret for buying a VW. And started disgusting VW for your service.
I also have to bring out a few more points.
1. Jetta being a costly car from the premium segment, we expected very few complaints and good service.But truth was the opposite. I am continuously facing with complaints of the car which drains my money.
2. All 4 ABS sensors went off and I had changed all of them.
3. The battery burned out in 3 years. May be reasonable but then again the new one in 1 year
4. The roof has detached and fallen
5. The hand brake has failed
6. Wipers need to be changed 4 times
7. Many parts were changed by the service centre( apart from air filter, oil filter, engine oil, break pads, AC filters etc. which i can understand).
8. AC had failed in between too.
All the records will be available with your service centre as I have done all works at your service centre only till previous visit.
Most VW owners have similar complaint about your service centres especially EVM.
As per my assessment over years, the major share Of VW would disappear from Indian market as You might also have noticed .if this Is the strategy which is devastating for VW fans like me.
We expect an apt and immediate involvement from your side to settle the issue.
I am writing this letter as a last resort settlement with VolksWagen before moving to consumer court since I believe VW Is very particular about upholding their reputation and ethics.
I have already mailed to your customer care wing on 21/12 /2016
Looking forward to hear from you

Thanking you
Yours faithfully
Dr.Anoop GC ([protected], [protected])
Dr. Lekshmi Mohan(RC owner) (w/o Dr.Anoop GC)

Enclosed: Relevant documents}}