Since I sned the vehicle on 21.03.2016 It is laying at the Authosrised Service Centre M/s.Kumar MotorsCorp.Pvt Ltd., Hubali . Inspite of my many letters to the Managing Director , Volkswagen India Group Sales Pvt Ltd., Mumbai., I have not recieved any reply as on day. Now I am posting the final letter I have sent to the Director ,VOLKSWAGEN authorized dealer where my Car is hold by the said sending me letters every month saying to take the delivery of the vehicle by paying Rs.2,73,510/- and to take delivery of the vehicle.This l;letter will detail the entire episode and the problem I am facing because of the inefficiency negligence service by the authorized dealer of the Volkswagen : The letter which is nothing but my complaint as follows:
Shri Shashikumar Vasanna Desai, Director, – 1` & Shri Adrushappa Vasanna Desai, Director-2
Kumar Motors Corp Pvt Ltd.,
Hubli – Dharwad Road, HUBLI – 580025.
Sub: My Volkswagen Polo – Sent to your workshop to fix the Engine Oil Leakage Problem.
Ref: My Volkswagen Polo Registration No. KA35 N 823.
With reference to the subject cited above on 21.03.2016, I have sent my VW Polo to fix the Engine Oil Leakage Problem and after ‘the observing , testing and obtaining the reading as per the prescribed Volkswagen parameters / requisites standards’ your Service Manager (SM) had recommended to replace the Engine Oil Sump and the Engine Oil . So it is clear that till that time there was no problem with the Engine of the vehicle. And on the same day the insurance company M/s. Oriental Insurance Co, Ltd., cleared the vehicle to fix the Engine Oil Leakage Problem. The vehicle was repaired by replacing the Oil Sump and Engine Oil. And accordingly amount of Rs.21,269/- was paid as per the Tax Invoice dtd.23.03.2016. And on the payment and after inspection the vehicle was handed over to my driver on 23.03.2016 and immediately driver started to Hospet. Hardly had he drived 15Kms., from the workshop, the vehicle started to jerk from the Engine Side & broke down (For further details please refer to my letters sent to your office earlier). And on information your workshop people attended the vehicle next day at the site of the incident just 15kms., away from your so called Volkswagen Authorised Sales & Service Centre, but were unable to start the vehicle and I was informed that the vehicle has been RUN without the ENGINE OIL and it has to be taken to the workshop for ‘the observing , testing and obtaining the reading as per the prescribed Volkswagen parameters / requisites standards’ and to assess further, the damages caused due to running of the vehicle without Engine Oil.
After this the vehicle was taken to the workshop and on diagnose I, was shocked to receive the 1st e-mail on 25.03.2016 with the repair Estimate for Rs.4,35,177.14 . Again to come out with the problem, seeing my interest to go for a new vehicle I , received the 2nd mail by 12.56PM on 26th March 2016 with the repair estimate for Rs.3,20,677/- . Interestingly in the 2nd Estimation the cost of the Engine Block was reduced to the tune of Rs.1.00Lakh + VAT .
In the first incident the POLO was sent to fix the Engine Oil Leakage problem… and the problem was fixed by replacing the Oil Sump and the Engine Oil.
In the second incident the POLO got broke down after driving it for 15Kms. from your workshop and the reason given by your Service Manager was DRIVING THE VEHICLE WITHOUT ENGINE OIL.
Sir, will you clarify me:
1. How the Engine got dried with in a RUN of 15Kms. drive. Then where the Engine Oil has gone which was replaced at the time of Fixing the Engine Oil Leakage Problem. What is the Guarantee of the Engine Oil for which you have collected Rs.4230/- per Ltr,. I would like to recall that as per your service manual you are suppose to replace the Engine Oil on an average regular drive of every 15,000Kms. I am suspicious that though you have collected Rs.4230/- being towards the cost of the Engine Oil but I am sure the Engine Oil was not replaced. The reason which you are well aware that on 23.03.2016 at the time of giving the delivery of the vehicle, your total workshop staff was having argument with the management to make a holiday next day i.e., on 24th march as it was HOLI. Even no one was interested to attend the customers at the workshop and even my vehicle was delivered in between 6.00 pm to 6.30pm which was supposed to be delivered by 4.00PM.
2. Before handing over the vehicle to my driver after fixing the Engine Oil Leakage Problem., in the 1st Incident the IN Odometer Reading was – 1,13,973 & the OUT Odometer Reading was – 1,13,975 i.e., only TWO kms., was the total Trial Drive taken by your S M. Though as the problem fixed was related to the Engine & as per the Service Norms your SM would have taken the Trail Drive of minimum 15Kms. Interestingly after the second incident when we brought this reading being the evidence, proving the in-efficient service and the reason for the cause of the second incident, smartly the reading was rectified from 1,13,975Kms to 114002Kms and the same was informed to us through a email dtd.28.03.2016 requesting for the apologies saying that the kms., entry was not entered properly because of over sight. Sir is this the International Quality Service you provide which you advertise and promise to the customers like me at the time of booking the vehicle. Sir, I am sure your SM has manipulated the reading to your convenience. Sir, please go through the Service Norms of the Volkswagen & justify.
3. Sir, and on the receipt of the second incident after observing , testing and obtaining the reading as per the prescribed Volkswagen parameters / requisites standards your Service Manager (SM) informed us that the vehicle has been run without the Engine oil causing heavy damage to the Engine and as such the Entire Long Block has to be replaced . And on 25.03.2016 I, received a mail along with an estimate of cost of repairs for Rs.4, 35,177.14. In shocking stage to come out with this situation one of your Service Advisor suggested me to go for a new vehicle and under a provision the dealer will buy my deceased vehicle on AS IS AND WHERE IS BASIS. And he also assured me to get the best recovery price and the difference amount will be allowed as a discount on the cost of the new vehicle. Looking my interest in the new vehicle I, received a call from your SM assuring me to get the best realisation price.
And on 26th March 2016 I was surprised to receive a e-mail at 12.56 from your SM Mr. Narsimhamiurthy with the revised repair estimate amount of Rs.3,20,677/-, the cost of the Item No.1 of the Spare Part – Long Block was reduced from Rs.3,53,190.55 to Rs.2,53,190.55 + VAT @14.5%. Sir, is this is your so called service & the way of billing saying the
vehicle has been ‘attended in accordance with the accepted and established practices and procedures of Volkswagen spare parts’. If it is so, sir, please convince me how the price of the Long Block was reduced to the tune of Rs.1.00Lakh+ within 3days of the 1st Estimate. Is this the marketing strategy to sale your products OR it’s a manipulated tactics to make money without business ethics.
4. On 8th June 2016 I , received a mail from your SM saying to pay Rs. 2,73,510/- instead of Rs.3,26,165.46 and to take delivery of the Vehicle ( Ref: your Performa Invoice received by me on 19th April,2016) stating that considering my personal request the management has allowed a special reduction of Rs.52,655.46. Will you convince me for your negligence of service why I, have to pay a sum ofRs.2, 73,510/-.
Sir, now it is clear that in the 1st incident after observing , testing and obtaining the reading as per the prescribed Volkswagen parameters / requisites standards & your finding to fix the Engine Oil Leakage Problem was genuine & for the same we made payment as recommended by your SM. But the consequent 2nd incident is totally fabricated & intentionally made to make money either by selling the Spare Parts with service charge OR making the customer to buy a new vehicle. Earlier I , bought the vehicle trusting the International Brand VOLKSWAGEN. And also because of your Commercially & Mechanically skilled service advisors like Mr.Dalveer Singh, Mr. Laxman & Mr. Pramod we recommended Volkswagen to many of my friends & relatives in and around Hospet who bought the vehicle through your sales & service centre.
Finally, because of your in-efficiency service & repair why shall I, the customer have to suffer. And as your SM claiming in his letter received by us every often saying that your vehicle was attended ‘after the observing, testing and obtaining the reading as per the prescribed Volkswagen parameters / requisites standards’. Is this your way of attending ‘the prescribed Volkswagen parameters / requisites standards ’. And for your negligence services why I, the customer has to pay a ground charges of R.500/- P/day. In fact it is you, will have to bear my TAXI bills which I am paying every day since from the day I send the vehicle to your workshop to Fix the Engine Oil Leakage Problem. Also please note that my insurer are not M/s. National Insurance, which you are mentioning in all your estimates sent to me after ‘the observation as per the prescribed Volkswagen standards. ‘
Sir, even to rectify your mechanical in-efficiency the cost of the spares parts were manipulated from time to time. The cost of the long block from Rs.3,53,190.55 to Rs.2,53,190.55 + VAT @14.5%., and the cost of the entire repair estimated from Rs.4,35,177.14 to Rs.3,20,677/- and again to Rs.3,26,165.46 and finally arriving to Rs.2,73,510/-. Is this is, your way as told by your SM ‘ the vehicle has been attended with the accepted and established practices and procedures of Volkswagen Spare Parts.’
Sir, I have learnt in media that under the influence of a CEO , Volkswagen company has supplied several defective vehicles in Indian Market and the company had to recall the same at cost of hundreds of millions of dollars . And several Heads have rolled in your principle company management which were you are well aware. Now here in your company the situation is same. Please take the matter personally and settle the issue and see that my vehicle is delivered at the earliest.
SUBHASH G JAIN
No.8, 29th Ward, 1st Main, Opp ITO, MJ Nagar, Hospet – 583201