VW After-Sales Woes (with my Polo & Vidyut Motors) I bought a Polo back in March just before the diesel hikes happened. I adored the car. Loved the clean, low slung styling. Loved how it looked super hot in red. Was amazed by the interior and exterior build quality. Coming from petrols, was overjoyed by the highway fuel efficiency & savings therein. Loved everything about the car until last week.
14th Oct:
We were returning from a trip to Ellora. The AC had conked off(blown fuse, learn this after the car was fixed). So had rolled down the windows and was doing 80-90ish. It was almost fully dark 7:30PM. I was trying to overtake a truck(from the left), there was a WagonR overtaking another truck a 100 meters or so ahead. There was a biker next to the truck up ahead. WagonR chap misjudges the gap and almost rams the biker. The biker panics and brakes, so does the WagonR. They stop dead on the highway. All of this is happening in a couple of seconds. I realize and brake hard, but nevertheless managed to just graze his rear bumper. Lucky chap.
I was not so lucky. We sat there stunned for about 5 seconds(I guess), and bam there is a loud crash from behind. An idiot in a Ritz rammed us at full speed from behind. We go and bump the WagonR again. I am sure that guy was half asleep or was driving way too fast. Coz that section was a straight with very good visibility. Given he rammed us a few seconds after, he should have had enough time to stop. Wife & Mom are horrified and start crying. I look around and thank heaven's everyone is okay. I get down to survey the damage. The result is a slightly damaged front bumper(scrapes) & bonnet(small bend). A walk around to the back of the car and was aghast seeing the damage. The bumper was completely torn. The dickey had cracked and gone in half a foot. A lot of arguing and police station visit followed. But that's not what this post is for. What follows is the worst service/repair experience ever in my past 7 year car ownership(Palio/i10 then the polo).
Thanks to the build quality the car was still driveable, albeit with squeaks from the rear every now and then. Returned back to Pune and registered a claim with the Insurance company. Next day took the car to the service station. They took one full day to asses the damage. Only after removing the bumper I was able to see the extent of the damage. The boot section of the chassis had gone in a foot. I was given an estimate of 75K, no surprise, as there was welding and cutting to be done and body parts to be replaced.
Followed up with the service station every other day in the first week. Had a word with the bodyshop head, he was calm as a cucumber. Said this is nothing we are working on a Passat with 12L damage. Don't worry we will make it as good as new, says he.
Another week later chap calls me and tells me car is ready. I arrive at the service station and he tells me to make the payment meanwhile he will get the car washed. I've been a teambhp follower for over 4 years now. I know better. I asked him to show me the car. We walk over and see that the bonnet & rear bumper has been painted in matt finish. No glaze what so ever. Even oil paint would look better. I ask him what the **** is this? He starts explaining about the dust and how it will shine after washing. I told him to cut the bullshit and he tells me it needs polishing. He will deliver tomorrow.
I walk out and walk in the next day earlier than he expected. What I see scares the hell out of me. Three 18 year olds are dipping a sand paper in water and scrapping the bonnet like anything. I told them to stop and hurriedly started looking for the workshop head. I find him and he tells me this is necessary after every paint job. I am like what the heck! Goes against everything I've read or experienced with my previous cars. He then pointed me to some 10L 3M cans(rubbing compound) and says it will be as good as new after polish. I knew they were going to scrape away all the clear coat with the sand paper if I let them. I told them to stop the sanding and do whatever they have to with the rubbing compound. He asks me to come in the evening.
Again I walk in early. They are almost done with the rubbing. There is some shine now, but the bonnet looks old. Like 5 years old. I ask them to take the car out into the sun. What I saw was truly amazing. It looked like a monkey had gone crazy and clawed all over the bonnet. It was completely covered in horizontal scratches. The workshop head has a new story now. He tells me this is normal with dark colored cars. I point him to the roof which is 6 months old paint is still is crystal clear and how is a newly painted surface full of scratches. He tells me take delivery use it for a week wash it a few times and scratches will go away. I mean, do these guys think customers are complete buffoons? I gave him a piece of my mind and ask him to fetch the service manager.
He does a complete about U turn now. He tells me he will get it repainted and asks to come back tomorrow. I walk in the next day, and voila the bonnet looks like from a brand new car. So obviously these buggers knew they had screwed up the paint job. They could have easily told me so and taken a day more to fix the problem themselves. I take a look all around and find three rubber supports missing, two from the bonnet & one from the new dickey. Again is there zero review of the work done by seniors? I gingerly take delivery, apprehensive of what hidden devils they have caused. In the following week I notice excess road noise from the rear. Today I pulled up the sheet that covers the stepney and tried to feel the rear of the car towards the bumper since it was not visible. There were three big cellphone sized gaps that I am sure have some rubber/plastic fitments that these people have conveniently forgotten. I will be heading out tomorrow to the A**(8 th time now) to get the holes plugged. Well done VW!!!
I've read so many VW group horror stories here but thought these are one off incidences. But now I know there are complete morons working in VW *SS. The bodyshop for sure. I know I am a little harsh with words here, but I think these guys deserve it.
VW makes excellent cars. It is this terrible attitude towards the customer that's the problem. A huge one. If this *SS problem is so widespread I don't think this is just with the dealers. The company is conveniently turning a blind eye. You get awed by the full paged ads, buy their cars and are basically screwed.
My advice to new buyers, avoid vw & skoda cars like plague. If your car is fine everything is good. The horrors start when you need to deal with the A**. Note From Team-BHP Support-Staff: Abusive language – whether used directly or indirectly - is STRICTLY prohibited on Team-BHP. A decent communication protocol must be adhered to. Foul language and use of abusive words/photographs in posts/avatars/signatures/topics is STRICTLY prohibited.
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Last edited by suhaas307 : 8th November 2012 at 12:37.
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