Volkswagen India — Unsatisfactory response!

Address:

600096

Dear sir/madam

This is continuation to the customer complaint i raised on april 22nd through your portal (Id 1271191), for first year service of my vw polo car.

Sundaram motors, sent a csr ms priya to meet me on april 26th.

She apologised for the less than satisfactory experience that i had with them. She asked me to explain to her what the exact issues were, i shared my grievances at length – even though – all of this was mentioned in the complaint email. I said i would appreciate a replacement for the floor mat which was missing, when they returned my car post-service. She said she would need to check with her manager, if this is possible & would revert to me in a day’s time.

Next, she gave me a form on which i was asked to sign – she said it’s just a form that confirms that she met with me. Upon reading it, i saw that it’s a “customer satisfaction form” – which had statements as the below in it –

1. I am completely satisfied with the way the service was done

2. I have received replacement to any lost parts etc.

I said i cannot sign the same, since i want a replacement for the floor mat.
I received a call yesterday, april 28th, from her – she said the driver who returned the car says that the floor mat was there when he handed it back.

Which means that i as the customer is lying or fabricating the whole incident.

I also told her that there was no copy of job card that was given to us, to which she replied that its company policy that the same is not shared with the customer upon the car being returned.

When i insisted that the least sundaram can do is give the replacement – she said she would require the approval of three managers to get one !! When asked why? She replied – since there is no stock.

I had received an email from customer care at sundaram motors asking me to contact mr m. Srinivasan, after sales manager, in case i have any concerns in the future. I tried reaching him twice yesterday on the cell phone number given. No one answered, & neither did i get a call back from ms priya on this matter!

Hence, i regret to say, that my first year service experience with vw at sundaram motors has been a terrible one!!

My suggestion to vw would be, to take the time to call up your customers who have been getting their cars serviced with sundaram – you would be in for a surprise as to how many vw customers are unhappy with the way sundram motors has been carrying out after sales service.
Conducting surprise visits is the only way, if a happy customer is what vw wants!


The whole approach, sundaram has taken in handling my grievance as a vw customer, shows utter lack of accountability !!