[Resolved]  Volkswagen — VW have amazing cars but a Pathetic service center.

I have been using the Volkswagen Polo for the last 9 years. I need to admit Volkswagen makes wonderful cars - love the POLO car. I was indeed thinking of buying another VW / Skoda vehicle. With the sequence of events during recent servicing of my car, I am reconsidering and want everyone to know my experience. VW service offering which could help in decision making for your future purchases

In Short - VW have amazing cars but a Pathetic service center.

I would like share the horrible experience with "PPS motor Hebbal" wherein the music system got tampered and the car mat went missing (3d) after service.


Car was picked up for service with current norms ( Covid situation). The driver arrived and check the car before taking it for service. Had arranged for the service due to the problem of sudden raise in RPM at idle and also when the clutch is engaged. Car was assigned to the service agent 'Mr. Neil', he called me to inform that there is a need for spare part replacement apart from the regular service.

1) Accelerator pedal due to the problem

2) Brake plate and pads


I approved for the replacement, paid 20000/- plus 10000 for the regular service. I was informed that it would take a week for getting the parts.

After a week, post multiple follow-ups, Mr. Neil called me saying the job is done but "non-OEM music systems was not working ". I was shocked and angry at this statement, asked him 'How did he get to know'? I informed that the driver had switched on the music system during pickup


He said they had not touched the music system, the question is without touching "how did service center know music system is not working" - it is 100% assured that they had tampered with systems and do not want to take the responsibility


Thought to get the car back as there was assurance from Mr. Neil to get this sorted in the next week. It was the same driver who returned the car, he told me that the music systems was working when picked up the vehicle and that something happened at the service center. I got this in writing from the Driver as it would be handy.


Mr. Neil took the car back after the weekend, it was a different driver who picked the vehicle. The next four days Car was with the service center, I was informed that they are unable to solve the issue. On return of the car, I noticed the mat was missing. On checking with the Service Centre, there was no answer. I was probably missing in the first instance as they had to change the Petal and would have removed it .

I did talk to the CRM manager at the Service Centre, she did not come across as an accountable person.

I sincerely want to ask everyone to think while making the buying decision. The buy decision is usually based on product and after sales experience. I believe VW has responsibility to give their customers a good experience. As an end-user, even though products are great but service centers are no match to their products.

" Avoid Volkswagen - In case you are looking for after-sales experience too"