[Resolved]  Volkswagen India — vw service: went for oil-cooler replacement and now they broke engine piston

I am extremely unhappy with your issue addressed for Oil Cooler Part replacement i did it at Volkwagen Apple Auto, Whitefield Bangalore authorized service centre.

My car no: KA 03 MV 1757.

Here is the detailed bad experience and still running now.

13-Aug-2018:
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Last month i faced issue in my car getting overheated(95 degree) with warning lamp popped-up. I stopped the car and checked by opening the bonnet and noticed that the coolant was completely black as opposed to normal color. I towed the vehicle and dropped in Apple Auto, Whitefield last month 13th-Aug-2018. The service advisor named 'Bala' took my issue.

15-Aug-2018:
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After couple of days of diagnosis he told me that there was issue with 'Oil Cooler' and it need to be replaced. He also mentioned that they checked thoroughly and there was NO other issues. I agreed and he placed order for Oil Cooler and the wait started. He never updated the status even after 1 week and i had to call him regularly to check the status. And many times they won't even pick the phone call. Please note that even when i asked for spare car, it was not provided during that period

30-Aug-2018:
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After 2 weeks long wait finally the part arrived. Now they replaced the faulty part in my car. But they didn't deliver the car as another new issue popped up through "OIL-warning lamp is glowing"(not overhead warning). He told that the issue was due to Oil-Pressure flow was not proper. He admitted himself that, there could have been fault from their side while fitting oil-cooler and assembled the parts back in bonnet.

5th-Sep-2018:
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After 3-4 days he called up and mentioned that "they refitted everything multiple times and finally the oil-warning lamp is not glowing". To me it looked like the root-cause was still not found and suddenly it went away out of nowhere. However since he assured that the issues are solved, i took the delivery of the car with a short test drive. I paid 28500/- Rs (approx) for this. The day after when i took the car some extra tickling noise coming from the bonnet. When i called up on Friday, the service advisor 'Bala' he mentioned that they will have a look and bring the car next Monday since they were busy. I kept the car in parking and left the car again to Service Center to address the tickling noise issue on 11th september. I am 100% sure there was no sound before giving my car to service. I strongly feel that my car is not analyzed and serviced properly or mishandled since there was some oil-warning issue popped up already due to them and they claimed its fixed.

14th-Sep-2018:
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As usual they never updated any status and i had to call up regularly to get to know if the tickling noise issue got fixed.. He mentioned that the tickling noise issue was due to oil pressure again. And i am really surprised to hear this since he already admitted himself that there was some refitting issue from their side during oil-cooler replacement. Also they clearly mentioned on day-1 that the issue is only Oil-Cooler which got replaced now with brand new genuine part from Volkswagen and now that tickling sound coming from Bonnet due to oil-pressure was really shocking. Next day is an another shocker day. When i called up, he told that the issue was not due to oil-pressure and they have to open-up the Engine to see the tickling sound issue.

I really lost confidence by now with their diagnosis now and told me give the car back to me so that i can check with other service center.

15th-Setp-2018:
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The car got delivered to my house WITHOUT the tickling noise problem resolved. Again the next day when i started the car, i noticed that along with tickling noise, the Oil-Warning Lamp indication is also glowing. I really got pissed-off and called up 'Bala' and he mentioned that he will check on Monday.(17th Sep 2018). Please note that this Oil-Warning lamp issue i never faced till now. So far they(in service center) only faced while fixing the initial oil-cooler problem due to their faulty work.

17-Sep-2018:
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After multiple attempt to reach Service advisor 'Bala' and i finally got hold of him through a call to Customer-Relationship person name 'Sasikala' . This time he mentioned that he would come and pick the car by afternoon. And not very surprised he never came neither picked my calls and finally i took the car myself to service center. And the next shocker came now is that he QUIT HIS JOB and that was last-working-day. And this was really giving mental agony to me and i blame it purely on the service center and Volkswagen for it. This shows never-bother attitude towards customer. They assigned a new service advisor 'named 'Jegan' and i explained everything from day-1 to him again. And he is investigating the issue now.

Hope i come out of this horror experience soon.

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Week back Update on the Issue:
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As per their latest update, my car's piston part got broken due to oil-pressure flow was not proper. They are suggesting to replace the base engine of my car now for 3Lakh rupees.

First of all, i gave the car for TEMPERATURE WARNING lamp glowing issue. They diagnosed and replaced the Oil-Cooler and i paid for the same. The OIL-WARNING problem was not there when i gave the car for repair. But now oil-warning problem + engine piston problem are new additions caused by the service engineers/mechanics.

As stated in my original issue above, re-quoting below:
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. . .
30-Aug-2018:

After 2 weeks long wait finally the part arrived. Now they replaced the faulty part in my car. But they didn't deliver the car as another new issue popped up through "OIL-warning lamp is glowing"(not overhead warning). He told that the issue was due to Oil-Pressure flow was not proper. He admitted himself that, there could have been fault from their side while fitting oil-cooler and assembled the parts back in bonnet.

. . .
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Now this is clearly in-line with the current observation of engine/piston damage in my car.

When i gave the car:
1. Car engine/piston were proper.
2. There was no tickling noise.
3. There was no Oil-Warning Lamp issue.

All these issues were caused due to their mistake while fixing my temperature-warning lamp issue through oil-cooler. I want the above stated 3 issues to be fixed by them with due-diligence at their own expense.

Important Note:
They already admitted(3-4 weeks back as stated in my case raised last week) that they took a long test drive while fitting the new oil-cooler and also Oil-Warning lamp issue popped-up during that time in service centre. So they clearly damaged my car's engine/piston during this time of activity.

I really feel CHEATED by them. This is not the kind of service anyone would expect from a world-renowned top-class automobile company like "Volkswagen".

Please fix this issue by replacing with new engine in my car and making sure that all diagnosis were done properly OR give me a new CAR.
Also, since the damage was caused by Volkswagen Apple Auto Service center, all charges / part-cost / labour should be borne by them completely and i am not going to spend even a single Rupee for this fix.

Also they should pay me compensation for all the transit i am making on daily basis including my cab services/conveyance etc due to non-availability of my car because of "THEM".

And till now even after causing this much damage to my car, they never bothered to provide a spare car for my transits.

Also severe action should be taken on related stake holders for this negligent work.

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Latest UPDATE:=
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As per today's update, the piston got damaged since i didn't authorize to open the engine when i left the vehicle 2nd time for the ticking sound.

According to them, a week back the tickling issue was due to the piston got damaged in engine.
This means the issue was there from the time i took 1st delivery after oil-cooler replacement.
So they broke piston already and now just playing a blame game on me saying the engine was not opened hence the piston got broken.

Their statement itself is contradictory and i need honest solution on this.
Please help on what would be ideal way to approach to this guys who want to hide a mistake they clearly did.