Feb 20, 2013 09:18 PM
22410 Views
(Updated Apr 18, 2013 08:09 AM)
VW has the WORST after-sales service. Service men are arrogant and incompetent. They do not respect you and your time. I had posted a very positive review on the car few months ago(https://mouthshut.com/review/Volkswagen-Polo-Trendline-1-2L-D-review-omqrmuu
omr) and I would still like to tell you that Polo is one of the best cars in this segment. However, Germans cars have the worst electrical circuits.
On Jan 29th, I had given the car for these problems: 1) Defective indicator lights 2) Car pulling to the left 3) Windscreen washer nozzle adjustment 4) Whinny sound in the AC’s blower. They've made my steering worse than before. Now, when I hold the steering in its centre, the car would drift to the right and when I let go the steering, the car would pull more and more towards the left. The steering felt loose too. Note: After repair they do not care to check themselves if the problems are solved. They will simply deliver the car to you!
Next day, I again went to them. I was asked to wait for 5 minutes.
After 1.5 hours a ‘test drive’ person took the car for a hardly 500 metres test drive. He only agreed that car was pulling to the left. He refused to understand that in the centre position the car drifts to right. He took the car for wheel alignment again.
After an hour, the service advisor informed me that the car was ready. I told him the car was ready only if the problem was solved. Hence I asked him to accompany me to a test drive. All the problems were present. I showed Joseph all the problems and he agreed. Again, the car went back for wheel alignment. I waited for another hour. SA came to me amusing at a sheet of papers. ‘Sir, the numbers show that the wheel alignment is perfect and the problem could be because of the road conditions. He again disappeared for next 1.5 hours. I asked him, ‘Is it ok if I leave the car in the service centre, I need to go to office?’ He said, ‘No, we’ll show you our process and take you for a test drive’. What did I have to do with their process? Anyways, as I said, after 1.5 hours, SA asked me for a test drive.
Instead, he took me to the service area and ‘handed me’ over to his senior ‘Loknath’. Loknath took me to a screen that was showing wheel alignment numbers. He arrogantly said, ‘These numbers are in green and these numbers are from GERMANY. There is no problem with wheel alignment. He gave me a print out of the numbers. I said, ‘I do not care for these numbers. I do not understand. Should I post it on internet and ask people about it? Or does it mean that VW cars do not last more than 10, 000 kms?" To these questions, SA said, “Yes, Sir you can!”.
I insisted that they should rotate the wheels. Loknath refused and said, “For your satisfaction, I will rotate the front wheels."
First of all, I never said it was a wheel alignment issue. It was they who thought so. Two days back I escaped hitting a median when I was driving home on Nice ring road at night because the car was simply drifting to the right. A week before, I escaped hitting a bus when I took a right turn since even after turning back the steering to its center, the car went approaching to the right side where a bus was coming from. The car never goes straight.
VW should first ACCEPT EXISTENCE OF A PROBLEM.
So, if you are a good customer with lots of patience to wait in the reception, this is how they behave with you. No wonder, the lady in the reception forgets there are customers waiting in the reception. I wasted 4 hours of my working day.
Another problem with service advisers: When you call them, they rarely pick up the calls. They do not call you back.
I received an apology letter today from VW. Fine. I have a question though: "Could this possibly return my money, energy and time?
Update: 18th April, 2013:
I gave my car for first service at 15000 KMS to same service people(no choice!). They charged me Rs. 11, 500. Further, do not believe the senior service men there. They give you fake assurance and words are full of flattery. The bad part of the car: The suspensions have weakened as per them. The suspensions' warranty period is 10, 000 KMS or 6 months. So, what is the point of calling their cars every 15000 KMS or one year for service when a few of their parts do not have reliability beyond 10000 KMS. Does it not mean that they should at least call for service in the first 5000 KMS? Sounds sensible, right? For VW, the customers are of no concern. Trust me. Do not go for this brand. My Maruti Alto is much superior to this brand and car: The first clutch plate and suspensions are still fine. It is going great. No issues. It is shameful to compare Maruti with VW's service and poor quality components!
No matter how much you request, you'll simply be not considered as per "Volkswagen Standards".
