Volkswagen India — service evm passenger cars edappally kerala jetta tdi(kl07bk7080)

Address:

Ernakulam, Kerala, 682033

Mr. Andreas Lauermann
Director
Volkswagen India Pvt. Ltd
E-1, MIDC Industrial Area Phase 111
Village Nigoje Mhalunge Kharabwadi
Chakan Tal Khed
Pune 410501

Ms. Divya Paul
Director
EVM Passenger Cars India Pvt. Ltd.
EVM Motors, Building No TC 55/1425(2)
Neeramankara, Kaimanom Junction
Thiruvananthapuram 695040

Under instructions from my Client POMP Builders & Developers Pvt Ltd I would like to inform you the following

My Client had purchased vehicle Jetta TDI 1.9 Comfort line DSG (KL07BK7080) in the year 2009 and the vehicle was regularly serviced at your authorised service station at Ernakulam and later at Edappally. As usual my client got a call from your dealer’s representative by end February 2018 reminding that service was due and the vehicle was given for regular service at EVM Passenger Cars Edappally. According to the service report some noise was detected from the suspension side. Since the anti-theft bolt was missing they could not remove the tyre to confirm the reason for the sound from the suspension side. The vehicle was delivered to my client on 09/03/2018 and the bill for Rs 15442/ was settled on the same day

My client was informed that anti-theft bolt is not available and is not replaceable and they may be permitted to remove the anti-theft system as such. However, my Client raised the concern with the manufacturer and mail was received from the dealer on 08/03/2018 requesting my client to pay advance for the anti-theft bolt and Rs 2000/ was promptly made on 09/03/2018. The anti-theft bolt was never used by my client as wheel replacement was always done only at the authorised service centre or with their knowledge, and the responsibility of replacing the anti-theft bolt misplaced by your technicians at the service centre was taken over by my client.

Immediately on receipt of the message from the service centre confirming receipt of the anti-theft bolt the vehicle was given for repair and on 27th March my client was informed that both Lower arm bush shall be replaced and vehicle delivered on 28th. Mounting bush was broken and has been ordered and once it is available it shall be replaced. The vehicle was delivered on 28/03/2018 and payment of Rs 14905/ was made on the same day. Though it was stated that mounting bush has been ordered in the invoice dated 28/03/2018 it was ordered only on 04/04/2018 vide order No 2616903 after my client enquired about the arrival of the same on that day even though the advance of Rs 2000/ was retained by them.

My client was not able to use the vehicle after the service due to the negligence of your service staff who were responsible for the loss of the anti- theft bolt and the delay on their part in placing orders for spares and their ignorance and incompetence.

After the arrival of the mounting bush the vehicle was repaired and returned on 20/04/2018 on payment of Rs 18570/, but immediately thereafter on 30/04/18 a sound was heard from the engine side just above the suspension. This was reported to your customer care vide mail dated 02/05/2018.

All this has happened after the vehicle was given for service as per the call received from your authorised service centre while the vehicle was in good running condition. All the repair works that continued at regular intervals over a period of two months and spending almost Rs 50, 000/, the vehicle is safely parked in my client’s garage. My client lost confidence in your service centre and raised his concern (CCR 118306 dated 02/05/18) with a request to depute one of your engineers to have a look at the vehicle so that the carelessness of the service staff if any can be brought to book. My Client suspects that they are being targeted and all subsequent repairs were necessitated for raising the concern regarding the anti-theft bolt with the manufacturers and it needs to be investigated.

The vehicle has not completed 50000/ kms till date and it is important that the vehicle is inspected by a third party to ensure that the vehicle is safe for driving as my client suspects further problems in store for them. Hence I hereby call upon you to arrange the inspection within 7 days of receipt of this letter failing which I have been advised to proceed legally to get the vehicle inspected. Please note that you shall be held liable for the cost and consequences arising therein

Regards

M.P Mathews