Skoda gives me a free neckrest due to poor Slavia service experience

When I asked him to send me the video of the oil change, he did not capture it and did not inform me of anything. I spoke to the service manager and explained my concerns.

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This is the story of how I got Skoda’s neckrest for free due to the service advisor's inefficiency.

I went for my car’s second service at Tafe Access, Kudlu Gate, Bengaluru. I had made an appointment for 9:30 am a few days earlier. When I arrived on the service day at 9:30 am, there was already a queue of cars stretching from the service handling area to outside the gate. My car was third to reach the gate, and within a few minutes, several more cars had lined up behind me. The security instructed me to leave the key in the car and wait in the lobby area. However, due to the high number of cars scheduled for service, the lobby was crowded with no place to sit. I questioned the staff about the situation, asking why there were so many cars present. They told me that many of them were walk-in without appointments.

Since I needed to work from home, I had to leave early after handing over the car to the service advisor. After a few follow-ups, a service advisor finally attended to my car around 10:50 am. I informed him that there were no issues with the car, just the need for regular servicing. I requested him to take a video during the oil change and perform a very minor paint touch-up on the back bumper. Additionally, I asked him to notify me an hour before completion so that I could plan my return. He assured me that he would inform me when the car moved to the cleaning area, around 5 to 5:30 pm.

I left the service station around 11 am and didn't receive any call from him until 5:30 pm. When I called him, he picked up my second call around 6 pm and informed me that the car was ready. He said I could come by 6:30 pm. I told him I needed at least 1 hour's to reach the service station and that you should have informed me earlier. I left home and arrived there at 7:10 pm, and they were still finishing cleaning my car at that time.

When I asked him to send me the video of the oil change, he did not capture it and did not inform me of anything. I spoke to the service manager and explained my concerns. He said I could check the CCTV if I doubted them regarding the oil change. He apologized for the inconvenience caused, attributing the delay to the high number of cars that day. Finally, the car was ready by around 7:45 pm, and as a gesture of apology, they gave me Skoda’s neckrest as a freebie.

I feel that after the sales of Slavia and Kushaq, service stations are overloaded beyond their capacity, and they are struggling to deliver on time even on weekdays. It’s high time they should either expand their capacity or only schedule appointments for the number of cars they can handle. I'm not sure if everyone is facing this problem or if they consistently handle a high number of cars on most days. However, on that particular day, they were clearly managing more cars than their capacity. Perhaps I was just unlucky.

Has anyone else here experienced a similar issue?

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