Volkswagen India — service quality issue - damage done to the car

Address:

Mumbai Suburban, Maharashtra, 400601

(Enitire mailattached)

From: swaroop salian
Sent: saturday, december 16, 2017 12:00 pm
To: 'customer. [protected]@volkswagen.co.in'
Cc: '[protected]@jagograhakjago.com'
Subject: re: ref no. Ccr101654: volkswagen customer care

It is really sad to know till date no one has reverted on this.

I had to personally take all the pain & go tour kurla service center in mumbai.

Further to add up to my agony, for servicing they took more than 1week to deliver the car. When i forced them to give it back, it was known during servicing they had broken my side mirror.

It was an assurance provided by them they would replace however it is almost 1month+ no one has bothered to call me. My calls are also being unanswered by your service engineer (Cell:[protected]). I am trying from my landline as well which he is aware but not answering.

I am putting the entire incidence to your director mr. Andreas lauermann

Regards
Swaroop salian
Cell: [protected]

From: vw customer care [mailto:customer. [protected]@volkswagen.co.in]
Sent: wednesday, october 25, 2017 5:37 pm
To: swaroop salian
Subject: ref no. Ccr101654: volkswagen customer care

Date :[protected]
Case no : ccr101654
Vehicle registration no : mh3az8068
Name of the customer : mr. Swaroop salian
Dealership name : m/s volkswagen thane
Dealership location : thane

Dear mr. Swaroop salian,

Greetings from volkswagen passenger cars!

This is in reference to your service concern raised with volkswagen group sales india pvt. Ltd., we acknowledge the receipt of the same.

We wish to inform your kind self that your service concern is noted and we are advising customer relationship manager, shweta vaidya from our dealer partner m/s volkswagen thane to attend to you within next 48 hours. Please be assured, your service concern will be resolved under our supervision.

In case, you wish to connect with our dealer partner m/s volkswagen thane, please feel free to contact customer relationship manager, shweta vaidya at [protected] or on alternate number service manager, santosh dighe at [protected].

We appreciate your kind understanding and cooperation.

Assuring you our best services always.
Sincerely,

Customer care
Volkswagen passenger cars

For enquiries/ complaints:[protected]
For road side assistance:[protected] /[protected]
E-mail: customer. [protected]@volkswagen.co.in
Website: www.volkswagen.co.in
Volkswagen office timing: 9:00am – 6:00 pm only on monday – friday

From: swaroop salian
Sent: wednesday, october 25, 2017 3:26 pm
To: 'customer. [protected]@volkswagen.co.in'
Subject: mh03 az 8068 - poor service

Dear service provider,

I would like to highlight the ‘poor services provided by your company.

I own a volkswagen polo, which is due for servicing (I do it in thane from past several years). I had pro-actively called asking for a service on which it was informed to get it done post diwali. I agreed to have this done on the 26th. Till last few days no one called me confirming about my appointment hence again i had to follow up asking whether my appointment is confirmed. To which i got a response stating yes i can get my car on 26th at 10am. I told your person that for this specially i am taking a leave on which he said don’t worry it would be done. To my surprise i just received a call stating the service center does not have the parts available & i need to take my car to kurla or nariman point.

I was extremely disappointed by this approach as this could have been informed earlier. To this your person is bluntly telling a lie stating he had told me earlier about this is issue. This has further agitated me that even it’s a failure on your end you are putting back the blame on the customer.

I need an explanation & solution to this.

Regards
Swaroop salian

Tcs bfsi-bps
Tata consultancy services
Cell: + 91-[protected]