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MouthShut Score

68%
3.33 

Leg Room:

Dealer Satisfaction:

Mileage:

Comfort:

Reliability:

Appeal:

Rs. 10,09,000 (Ex-Showroom)

Volkswagen

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HARYANA (Faridabad) India
CHEAT & DECEIT AT VOLKSWAGEN?
Mar 01, 2016 08:49 PM 38243 Views
(Updated Mar 01, 2016 08:50 PM)

Leg Room:

Dealer Satisfaction:

Mileage:

Comfort:

Reliability:

Appeal:

My Vento car was damaged and I was suggested by Volkswagen Faridabad Service centre to get it towed and placed in its workshop.  I did that, and then the Bodyshop guys called in Bharti Axa(the insurance agency of my car) surveyor, and then asked me to submit a whole lot of documents and affidavits.


After doing all this there was a lull period. Even after my follow up there was no clue on amount of damage and expense required.  Bharti Axa was also ambiguous in each call and at one time they said that I should accept INR 3 Lac and they will help sell the car in INR 1 Lac as junk.


And then suddenly Volkswagen guy called and suggested that the car is badly damaged and it is beyond repair. That I should quickly agree to Bharti Axa's proposal, else there will be 15, 000-20, 000 parking charges etc.


Now I was taken aback, because Volkswagen guy never gave any estimate in writing, but he would call and influence me to talk to Insurance agency-by saying that I will incur huge costs in parking, that my car is irreparable etc. A couple of times he said that Insurance agency has told me to start the repair work, should I start?


After long persistence I stated on phone that please create an estimate and I will come myself and pick it up.  Mind you, My one leg is plaster and I have to travel in a cab. When I reach Volkswagen in evening they curtly said estimates can't be made so fast.


I was again surprised, if estimate has never been made, how did the insurance agency say that they received the estimate from Volkswagen and that's how they estimated the loss.?


Again after much persistence, Volkswagen guys sent the estimate next day by email.


Volkswagen never proactively told that there would be parking charge,  never told what are the parking charges, never gave any written estimate(until after much persistence they sent an email)


Now it is very clear, as you can also fathom:




  1. Both Volkswagen Service Centre and Bharti Axa and maybe other insurance agencies work hand in hand




2  Customer support is least priority




  1. As you could see- there are contradictory statements by Volkswagen guys(and also Bharti Axa) so that things become so vague and ambiguous that the customer leaves hope and plays in the hands of both these entities




Infact even after complaining on twitter and social media, the first call that I received was of the bodyshop guy-against whom the complaint was made. He asked me, very embarrassingly- why did I complain?


No imagine what kind of customer support department is run and managed by Volkswagen in India.


I never recd any call from customer support, intact just received a mechanical thank you/sorry mail.


I am surprised, because both these organisations have International reputation and they know that to win in India they need to attain customers' trust first.  While I like the car, but because of no customer orientation, will not suggest buying the Car. It's been a pain, following up with plaster in one leg and spending time and money on phone calls and cabs.


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