Re: VW Polo - Maintenance and Service cost and dos/don'ts I'd posted last week about my leaving my Polo GT at VW Whitefield (Bengaluru) for her 2nd year (30k km) servicing, and hearing dubious statements from the SA regarding a mysterious oil leak.
I finally got my car back the next day. On asking what was the issue and the solution, and the SA claimed that some silicone gasket needed to be replaced. Strangely, there is no mention of any such gasket in the list of parts billed, which leads to me wonder if there was even a problem in the first place. Extremely disappointed with lack of transparency and miscommunication - I couldn't help but feel that the SA was not coming clean throughout.
Apart from that, my car came back with a white stain on the roof (something that had dripped from the roof overnight), grubby footmats, water spots on the windscreen, and an armrest that had obviously been manhandled as it had become loose and failed to lock into position. Absolutely harrowing service experience!
I am NEVER going to VW Whitefield again, and I'd urge you all to steer clear of this place. There has to be a better option for sure!
I wrote a long mail to VW Whitefield's CRMs, copying VW Customer Care as well: Dear Sir/Ma'am,
I want to bring to your notice that I am extremely disappointed with my service experience at your service center in Whitefield, that was carried out on 26th-27th October 2016, for my VW Polo TSi bearing registration number KA 03 MU 7100.
I hold the VW brand in high esteem, but this recent experience has not only made me have grave reservations concerning the brand and its commitment to after-sales experiences, but has also made me question how ethical it is for a business to demand and collect a premium fee for a service that it falls woefully short of delivering.
Here are the salient points of my regrettable experience:
1. Car was returned dirtier than when it was handed over for servicing. This is just ridiculous. There were water spots all over the windows and windscreen. Areas that needed cleaning like the gap between the rear windshield and the hatch, and the surface just below the hatch were left untouched. Also, a black streak has been added to the interior roof lining which was pristine before giving the car for servicing. Floor mats were carelessly thrown in, with the left and right side mats interchanged at the back. There was no paper sheet provided on the driver/co-driver's mats, as is customary, and the driver's side mat was caked with dirt. If you can't clean the car, at least don't dirty it further!
2. For no convincing reason, I was asked to leave my car at the service center overnight on the 26th. I was told that my car was leaking oil, when I am dead sure there was no leakage before bringing it for service. There isn't a trace of any oil fallen from the car at the place that I park my car. It seemed as if work on my car had started really late, and hence this pretext was created. The SA did not mention anything about oil leakage over the phone on the 26th - I had to travel all the way to the service center to be told this, and was forced to go back home without the car, leading to 3 hours of wasted time for me.
3. As the car was at the service center overnight, I am not sure where it was parked, because an ugly white spot caused by something dripping from above has appeared on the roof of my car. Not only is this infuriating, it's also shocking that neither the cleaners or the SA noticed this before returning the car to me.
4. Upon taking delivery, I had already noticed the water spots on the windshield. I told the SA to take care of it. All that was done was to shabbily rub a dry cloth on the windscreen, which seems to have cause some hairline scratches, and has definitely not removed the water spots.
After reading all this, I request you to kindly introspect and ask yourselves if this is an experience that you would like to go through yourselves, especially when you are paying your hard-earned money for it. Would you not feel cheated? Is there no commitment to protect the customers' interests, and to faithfully deliver a service that is being paid for?
In the end, I may be just another customer, but this kind of treatment to customers will the downfall of any business in the long run.
Attached are photos of some of the problems listed above, taken soon after delivery.
Thanks and regards,
Jayawant
This was a week back and I am yet to hear from anyone at VW Whitefield!
Sharing this with BHPians lest they come across a similar situation. |