May 07, 2013 12:19 AM
28521 Views
I am the owner of Volkwagen Polo (Register No. MH-43, AZ 7556) which I had purchased from KSM Motors in Navi Mumbai on 25th January, 2012. I want to share my worst experience with VW road site assistance which was happened on Saturday 27th April, 2013 at Mumbai.
I was driving from Vashi to Worli with my family (Senior Citizens and Kids included) and my car was broken down at Dadar flyover around 3.15 PM (hot summer) in heavy traffic. I immediately called their road site assistance toll free number and spoke to one of their CSR Mr. Balaji and explained him the situation. He assured me that mechanic would reach within 10 minutes from the nearest service center but nobody reached there within stipulated time.
I called him 5 times but sometimes he said mechanic was coming from Mahim then Byculla and then Lalbaug but nobody came even we have waited for two hours in the hot summer afternoon at flyover. I called him a number of times and also requested him for alternative travel arrangement for my family but he is keep arguing and not able to understand the situation which we were going through.
He was keep saying as per process, we couldn't provide this and that. The behavior of their CSR is disgusting and disappointing, we wouldn't imagine this kind of behavior from an internationally known car company (paying premium amount for the car). Finally towing van came after 2 hours and delivered my car to nearest service center in Lalbaug. There again we waited two hours to find out what exact problem my car had but nothing had been told to us. Their Customer Relationship Manager told us, it could be done only on Monday so I had to leave that place and came back home by a taxi in the night.
Till now I don’t know what is the problem in my car. We had a lot of inconvenience specially my parents and kids because we were going to some social event and couldn't reach there due to broke down and the way situation handled by VW team. The situation could be evade if their CSR understood the actual issue and provide me the timely solutions as mentioned below but he was not well equipped and keep arguing. This was my second experience in the month where I faced issues with VW after sales service, first was where I got an appointment for my car first service after three months with continue follow ups but VW customer service hasn't responded yet.
Then car has gone through the paid service and the above mentioned issue came within a week. This is completely a shock to me because while selling a car their sales people are making tall promises but disappeared afterwards and leave customers on their own mercy. Definitely I will share my horrible experience to all the relevant forums specially corporate level so everybody will be aware about such practices.
Hope you understand my inconvenience and take the necessary actions.
