[Resolved]  Volkswagen India — Vw india roadside assistance

I’m Prabhu from Tirupur, Tamil nadu, India . I bought VW Vento TDS on 2011 October and the registeration no is TN39 BD 7700. I service my vehicle regularly only at VW service stations . Last time I serviced at tirupur VW service station on 24th October 2017 . They updated the software for free and insisted me to avail RSA at a cost of Rs 2150 which I paid and the certificate no is : VW[protected] . On 20th December 2017 10.00 PM I was arriving to my home town with my family from cochin . Suddenly my vehicle started jerking and the diesel engine pre-glow symbol & engine malfunction sumbols started blinking . I stopped my vehicle ( 20 kms from my destination ) and called for RSA . First they said that there was no towing facility available at my town ( and they were also unaware of the nearest showroom from my location ) at that time and they sent one vehicle from Coimbatore 40 Mins later . I asked for transport service to my home but they said the transport facility can be availed if I were in Coimbatore not to spot where my vehicle stopped !! They said they cannot arrange taxi and would reimburse if I book by my own but I was not able to book or find one at that time in that location . They said sorry and they could not do anything with that !! Regarding towing to the nearest showroom, they took the vehicle from me to the nearest ( 5 Kms ) tirupur showroom ( where I serviced & updated software last time ) and brought back to me and said that there was no one in the showroom to attend !! They said they can only take it to Coimbatore which is 80 Kms from my place ( which is not a good idea for me because of the distance and also I wanted to check with this service showroom where I serviced last time ) or leave the vehicle to me . I got my vehicle back in the mid of highway and arranged to bring it home . I & my family ( including kids ) walked for 2 kms and struggled a lot to find a auto rickshaw at 2.00 AM . We finally arrived home at 3.00 AM with a lot of bad experience .

In this case the RSA failed to serve me the following highlighted-underlined points which was assured in the RSA policy .

Major breakdown or accident - In the unfortunate event of a major breakdown or accident where the vehicle cannot be mobilised on the spot, we shall arrange to transfer or tow the vehicle to the nearest Volkswagen Authorised Dealers.

In case vehicle cannot be repaired for more than 48 hours and standard repair time is more than 6 hours you can

choose one of the following benefits:

Hotel accommodation on twin sharing basis, or

Arrangement for onward journey by most suitable means, or

Arrangement for journey back to registered address by most suitable means.

Moreover the CUPT towing vehicle driver asked for tips at that very crucial situation. Also the RSA service personnel who attended me was arrogant and was not in a state to help me in anyway ! The next day afternoon[protected] I asked for towing my vehicle to nearest tirupur service station at least at this time but they were more arrogant and scolded that towing cannot be arranged again for the same problem !!

After all these insulting customer service, I felt very bad and ashamed in front of my family . I became very ill physically & mentally due to this . I hope that the authorities will take necessary action against whoever responsible and reimburse my transport fare and also compensate me for the losses and insults .