Originally Posted by vij
Keep all email logs and reports with you. For sure, they would have plonked that lousy 4 lac discount expecting to stretch it by few lacs. Perhaps your friend can reach a better than 4 lac discount which while not a perfect resolution, can be something(coupled with the IDV).
Less than 2 years back, I got a refund for 'just out of warranty' (but a recurring common problem during ownership) for a 1.86 lac Samsung TV after I sent a rather desperate sounding email to the CEO desk. The email also contained a video of the problem that I uploaded on YT. I had asked for a free or 70-30 sharing of the 80k service cost. but they chose to refund and get it done with. I own a marketing and reputation management firm btw which I made clear.
Samsung India have to be appreciated for the swift generous resolution(after it reached the CEO desk). Kudos to the management team there. They know whats worth it and whats not. But ofcourse, in your case, it is not Samsung - this is VW we are talking about. A lil bit of concern and pressure from the company would get the dealer do better.
Japanese and Korean brands are market leaders in India because of their customer centricity, and appreciation of importance of consumer loyalty and interests. Some mamagement principles so important for overall customer satisfaction just elude German manufacturers who think their product quality will see them through.