HIGHLY DISSATISFIED WITH POOR PRODUCT & SERVICE . Review on Volkswagen Polo

My compliant is regarding highly poor quality of service given by Volkswagen Globus Cars Service Station in Delhi. Pls read my mail below which has all the details and no one from VW bothered to respond. Similar incident happened while purchasing this car from this dealer in Dec 2011 and at that time as well no one responded. So I thought I should let you guys know so that you should be aware of what is happening inside this big German Brand. Pls do look at the attached Pics as well. I could only attach 2 pics I have more and will be happy to share if someone wants it.

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Below is the mail which was sent to Dealer and VW:

HI,

I would like to bring a very disappointing incident to you which happened with me yesterday, on 25th Mar 2012. I own a POLO Trendline Diesel which was recently purchased in Dec 2011 with registration number DL 8CY 0887 and VIN No. WVWK11605CT014434. After some time the car developed a manufacturing defect and both front shocker mount bearing were making noise while steering the car. I went to two different authorized VW service stations and both of them diagnosed the same thing. Eventually, I made my mind and went to Globus Cars Pvt. Ltd. Service station in Delhi. I reached there at 9:30 AM in morning and was physically there till 7:45 PM in the evening. You can imagine the needless pains and problems I faced the whole day long by wasting my precious time which I would have spent with my family, being Sunday which is a holiday for me, and to worsen the situation, for a car for which I had already paid a hefty amount and that too for a world renowned brand like VW. There were many issues escalating since the time of the very inception of the idea to buy a VW vehicle. The whole network established in India viz. the upstream and the downstream links right from the dealer to service center to customer care, every touch point is a pain in itself. I had already pointed out my painful buying experience of VW vehicle, for which I have separately lodged several complaints. To add further, all the resolutions came delayed to me(deep rooted problem was observed in the way the customer representatives are handling the queries at your end).

To elaborate the incident quoted above in respect of the highly unacceptable behavior and poor service quality extended to me on the said date, I would like to highlight here the fact that it was me who pro- actively went to the service center to get the issue resolved, no concern on pro-active basis was shown from the brand(who supposedly is at fault, because the vehicle has developed manufacturing defects, coz of poor quality and ill fitted component). Drawing your attention towards the whole episode that took place within the premises of VW service center, as a worried owner of a new vehicle I requested their representative ‘Noman’ to assign my vehicle to a mechanic, who he thinks is the best for this job, since it was a major repair as both front shocker had to be removed and re installed. He assured me that the work will be done to highest satisfaction level. The job was assigned to a person named Dayal. While he was busy doing his job, I went there personally and observed that this so called specialized person has put that big scratches on my precious newly owned car, right near the shocker mount area (Please refer to attached pictures) while handling my car ‘carefully’. I asked him about the blunder but as obvious he retaliated in a very bad way just to secure his position, he left those scars unnoticed as they were not there and in turn countered that I’m wrong. He took hell lot of time and after he was done, Mr. Noman took the road test and handed over the car with full(one sided satisfaction) to me and to my surprise there was another big scratch on right front fender near the VIN number of the car . I quickly contacted there Service advisor Mr Vikas, who had opened the job card for me. After taking a look at it, he didn’t even felt sorry for all those big scratches and the mistake but instead asked the paint guy to touch it up. My car was also not clean there were really bad finger prints and grease marks all over the car seats and near the bonnet where the job was done. I wonder your company believes in customer satisfaction or not.

After all this mess I left the service station in grumble and while reaching home I could hear some rattling noise. I stopped by a tyre showroom and asked the guy to have a look and guess what, the biggest of all the blunders was yet to arrive. This was a serious blow. He noticed that the left shocker nut was not screwed up properly (Please refer to attached Pic IMG_0647). I called Mr Vikas and after 30 min the guy came to fix it. But by now the car’s alignment was completely disturbed. It was shifting left immediately within 80-100 meters of the drive. I went to the service station all over again and these guys were not at all ready to accept their mistake. After compelling them for more than thrice they did the wheel alignment to check the issue and did some adjustments. Rather than being ashamed of the way they handled my case, they expected me to bear the pain and very shamefully asked me to pay for the Wheel alignment also. Since this incident is a classic example of their sheer carelessness, I strongly refused to pay the unnecessary charges levied on me because by now my patience was really tested hard. After a heated argument and talking to their seniors, they waived this petty amount off. But then force fully asked me to sign the satisfaction note without which they will not allow me to go from there and kind of held me hostage. I signed it but have mentioned a note over it. You can imagine the satisfaction that I have derived from this whole episode!

This was the pathetic thing that could happen and was not at all expected from an international brand like VW. WHO WOULD HAVE BEEN COMPLETELY RESPOSIBLE IF THERE WAS AN ACCIDENT, THE DEALER/VW HAS ALMOST PLAYED WITH MY LIFE. I had also registered a complaint in the Customer care center and the complaint number is: CAL11618. Like I said before the customer care center is equally inefficient and unreliable when it comes to handling and resolving customer complaints of any level.

I would also like to bring this to your notice that a similar thing happened after the delivery from the same dealer for which I registered a complaint on customer care and nothing happened. I’d send a mail as well but no one bothered to reply back.

I need a resolution to this issue ASAP and following are the asks from my side.

I'm still unsure whether my car is safe to drive and there will be no fatal accidents due to all this carelessness? I ne to check my car and give me a authenticity Certificate.

By when and what are the strict actions company is planning to take against the epicenter of blunders, the respective service station?

Is this the product and service quality of a world renowned brand like VW?

Do concerns like customer satisfaction and safety still exists and valued or even bothered in V W working culture or it’s all about sales and profits?

If you still don’t bother to act strictly and no immediate actions are taken against all those who are at fault, I will not be able to stop myself from seeking the legal assistance.