Quote:
Originally Posted by Maky Fordfreak I just came across your thread through another.
I was wondering if you could elaborate on the above, Perhaps compare it to Toyota's service experience through your corolla?
I would like to know in what way is VWs service inferior to Toyota.
Thanks in Advance. |
Hi Maky
I'll elaborate about my experience with VW and then go on to compare it with Toyota.
Volkswagen :-
(This happened sometime when the Passat was about 6-7 months old). The left-rear suspension started creaking. This sound was not too audible, but started getting worse within a fortnight of occurring. So I called the dealer (OSL Exclusive, Kolkata) and fixed an appointment for the car to be taken in for repairs. Though they managed to fix the problem, the state they gave my car back in was shocking!
1. The VW Emblem on the key-fob was missing and had been conveniently concealed using a tape with the car's number written on it (they probably used it to prevent car keys from getting mixed up at the garage).
2. The Revers-Camera + Parking sensors were not functioning. My driver spotted this while taking delivery and forced them to rectify it on the spot.
3. The car was EXTREMELY dirty! There were grease hand prints on the roof-lining and water marks on the edges of the rear windshield.
Problems 1 & 3 were noticed the next morning once the car was driven. The dealer returned the car during the evening, so it was too dark to notice these.
After bringing these to the dealer's notice, the service personnel agreed to rectify them all provided we pay for the emblem and cleaning! This got me extremely enraged. I am not a person who would try and get a free Rs.100 emblem after paying for a car like that! However after escalating the matters further up the management at the dealership, these were rectified for free. This entire process took about a week.
Once the car completed 1 year, it was time for it's first service. The dealer quoted 17k for it. The job was done properly, but again the car was returned in a messy condition (though not as sever as the first instance). I let this matter pass and got my driver to give it the thorough cleaning the next day.
However, on a positive note, the dealer did a very professional job fixing and returning the car earlier this month after a bunch of warning lights popped up on the dash (as posted above). The car was returned in a day and was clean too. I hope this isn't a one-off experience and that they have actually pulled up their socks!
Coming to Toyota :-
I have been associated with the brand and this dealer (Topsel Toyota, Kolkata) since November 2004 when we bought our old Corolla and then our Altis in December 2010.
Their work has been up-to-the-mark most of the times. They return the car after service on time and do a follow up with my office when it is ready for collection, etc. In terms of returning a clean car after service/repair, I would give them a 6.5/10. Its not the best, but nor is it an absolute disaster.
The only major blooper I have had with them was when I sent my Altis for repairs after a sweet cabbie decided he wanted to get close and comfy with my car's left front door. The paint was very badly mis-matched! So much, that I spotted the difference in the dark! This was pointed out to them and promptly fixed at no further cost to us.
While I accept that a dealer may make a mistake or overlook something at times, it is more important how they resolve the situation. I don't blow my head at them for every small thing since they too are human. But if they start making excuses and pass the blame around, that really gets my blood boiling.
Volkswagen seems to be improving, but will decide on this once I send the Passat for the 2nd service sometime in December. Toyota has been more consistent compared to VW, but that doesn't mean they have not made any mistakes. Handling situations is where Toyota's service scores over the guys at Volkswagen.
I hope my reply was detailed enough.
Cheers!