Dealers' review - Elite motors Bangalore. Review on Volkswagen Polo

Here I would like to share my feedback for Elite motors – Bangalore for pre-sales and after sales customer service.

First of all I understand that Volkswagen India is trying to expand their business rapidly and looking forward for a great response along with customer satisfaction as the brand name itself suffice the customer everything – not a single question on that.

But there are few areas VW needs to really focus (especially customer service) on and I would really appreciate if VW plans to address this, as one of the most important thing.

Well, I really was not satisfied with the customer service of elite motors which could have been done in a far better way. I’m going to explain each and every item in a very detailed manner over here.

First of all I booked a polo comfort line car (pepper gray) on 16 may 2010 with a token amount of 50K. I was very much satisfied with the executive Mr. Karthik who made VW first impression as very much positive on us and was said that the pepper gray car is not in the production and once prod starts they will deliver it within a month or two so I expected that the car would be given somewhere in sep.

Once vehicle was dispatched in Bangalore showroom I was not informed even after following up so many times.

Once vehicle arrived in, then its VW’s duty to inform and provide all the car accessories details prior to deliver which even after following up and telling to Mr. Felix, I was not informed that what all things required in the car prior to delivery so that I get fully loaded car and no need to go anywhere but looking at no-interest attitude I left with the choice of not buying anything from the dealer and get from other experts. I'm totally agree to my decision in this since they provide kenwood player of 3 choices which u get in market in much reasonable price. WISE PERSON WOULD NOT  BUY ANYTHING FROM THE DEALER. If you tell them that u r going to get audio system from outside then u will hear that car warranty will void which is totally false since outside experts would not cut any wire rather they just use the socket.

For the corporate discount, elite motors asked me to provide a company proof (Co ID + HR letter for the address) at the last minute when I was about to get the car and I don’t understand why elite motors could not inform the same thing many days prior to deliver date. As I had to rush for the HR letter and which delayed the stuff. The best example is what if the family plans to get the vehicle on Festival day and because of such mistake from dealers, Indian families have to un-necessary delay the delivery. It's really kind of playing with families emotions. So this is totally a lack of communication from the dealers which makes everything in a hurry.

Once registration done they I supposed to get a car number plate on the same day which because of not communicated prior, got delayed by a week and then once number plate came then Mr. Kartik told me that the person would come down to my home and get it fixed (I told him that prior to start for my home just make sure that the person/or you call me so that I be at home) but after calling so many times he did not pick up the call and if he picks then said (which is totally wrong) that the person came to my home but which is totally a false information. This happened two times consecutive. When I told him that why do not pick up my call or why do you not call me up then I hear "There is a problem in my phone and I can not call any one" - In this case I just wonder how Elite motors do their business??

When I went to Elite motors in person for the number plate fix, and expressed my dissatisfaction with Mr. Karthik but still I faced very much arrogance and ignorance towards the customer. I even informed that I need to speak to general manager of VW then he told you please do it.

I really do not understand what is going on with VW. Is it something like once customer gives money and car gets delivered then just ignore them. I clearly see the difference between pre-sales and post-sales service. If the service is like this then I do not see any VW good future in India unless and until they address such incidents seriously.

Although I already expressed my concern to VW few days back and yet to hear from them.

I would suggest you to visit Palace cross road dealer (since VW downtown also comes under Elite motors) rather wasting time in follow up and end up with nothing.

Thanks

-Prashant