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My Polo 1.0L TSI: Wonderful car but disappointed with VW's service

4th September 2024, 19:33 by Utkarsh Chaudhary

The SA started defending himself by saying that the car has a 2020 VIN hence it required its 4th annual service and gave all kinds of excuses.

BHPian F138 V8 recently shared this with other enthusiasts:

Very disappointed to share a post like this about what is otherwise a wonderful vehicle.

A little background about my Polo, it's a 1.0l TSI Manual manufactured in July 2020. We got it as an Ex-Dealership demo car in March 2021, the car was used as a demo car from December to January and covered 3,300 km on the odometer. We did our due diligence checking and confirming everything about the vehicle was fine.

We have put in a little over 11,000 km since then and have no major complaints about the car, but Volkswagen or rather the representatives of the company leave a lot to desire.

Recently we had to carry out the car's 3rd annual service. And we went ahead and booked the service with a service centre in Rajajinagar, after a not-so-pleasant experience during the last annual service with another Volkswagen Service Center based in Hebbal.

On reaching the service center on the morning of the 15th of June, I was allotted a Service advisor (SA) who looked over the car and declared that the car needed its 4th annual service after seeing its VIN number. I told him to check the details within the system because the car was due for only its 3rd annual service. His response was that he'd check and let me know, but he listed out the work that would need to be done during the 4th annual service. The handwritten job card he had also mentioned these tasks (Spark Plugs, an engine belt, a few seals, etc). I was told that I could collect the car in the evening and so I left the service center.

Around noon I received a call from the SA who said that the coolant hose was creating a leak and that it had to be replaced. He also said that the battery was weak and had to be replaced. I asked him to send pictures of the leaking hose because I could not see any signs of any leaks where the car was parked and I also asked him to charge the battery. I never received any pictures from him. I also checked the old service invoices and confirmed that the car had its 3rd annual service due.

In the evening I went to collect the car and was disappointed to see my car covered in grease everywhere, including the steering wheel. Only after pointing this out to the SA did he get someone to get a rag and clean the car using their "Waterless Wash" liquid. I was also informed that the battery was not charged and it could only be replaced. And out of goodwill, they had left that decision with me. Then when it came to paying the bill, I was handed over an invoice for the amount of Rs. 14,247/-.

I was shocked, on checking the invoice I realised that they had gone ahead with the 4th year service, even though I had instructed them to check within their systems once and then go ahead with it. The SA then started defending this by saying that the car has a 2020 VIN number hence it required its 4th annual service and gave all kinds of excuses, even stating that he has handled dozens of cars on a daily basis and has experience on what is required (Ridiculous). I got frustrated and then explained how even I knew how VIN numbers worked and pointed out that the car was a July 2020 manufactured car, which wouldn't require a 4th annual service to begin with. He then proceeded to say that there was no difference between a 3rd year and 4th year service (Absolute rubbish) and that there was no harm done.

I also asked him why he didn't send any pictures of the leaking coolant hose which had been changed and billed for, to which he replied that it was an invisible leak, so sending any pictures would be useless and he just got the hose changed. Frustrated, I just paid the bill and left the place, it was honestly more useful talking to a wall than trying to reason with anyone in that place. The next day I received a feedback form from Volkswagen asking me about the service experience, I gave them a 3-star review (Should have been a 1-star, now that I think about it).

I received a call back from someone at Volkswagen asking what could be improved. I then went on to explain everything that had happened. The person on the line said that they would ensure someone from the Service center calls me back. It's been over a month and I haven't received any communication from either Volkswagen or the Service center apart from an email from Volkswagen acknowledging the feedback response call.

I am absolutely disappointed with them. The car is wonderful, the people who work on it, not so much. The group is doing their level best to improve customer experiences only of episodes like this. I'm on the verge of selling my car because of incidents like this. Mind you this is after shelling out 5 figures on annual maintenance.

Which brings me to another point.

According to the Volkswagen website, my service cost should have been just Rs. 10,641. But here I have been charged more than Rs. 3,000 extra, for what? To receive a car covered in and smelling like grease?

Hope someone at Volkswagen sees this and gets things done better. I really, really like my car, but it's things like these that make me question keeping it.

The main invoice, notice the numbers written on it. That's the SA trying to convince me that the 4th year service was required.

The final amount paid.

The service estimate according to the Volkswagen website for a 4th year annual service job. Note: This is without the coolant hose replacement, I still don't believe that it was required. I was never given any proof it was required other than a verbal one.