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-   -   Just another Skoda horror story @ Nawab Motors, Noida (https://www.team-bhp.com/forum/indian-car-dealerships/190219-just-another-skoda-horror-story-nawab-motors-noida.html)

When I purchased the Yeti 5 years ago, somehow I had this make-belief hope that I would be one of the lucky ones that won't be bitten by the fame shoddy-scary Skoda Service. In a way, it was true to an instance when it was under 4 years warranty. However, passed the warranty, (one year since) I had been noticing a different trend where the dealer tried to fleece you with parts replacement that they found faulty after diagnosis.

My car is 5 years and 3 months old, with 53000 kms on the odometer, single driver, regularly maintained, parked at lower basement most of the time at my apartment building. In short, it's in excellent condition and looks and feel just like it's a new car hardly few months old. However, can't say any positive about the service experience.

1. 4 Weeks ago, gave the car to Nawab Motors to fix the AC not cooling. Instead informed me coolant is leaking, and water pump and timing belt needs replacement. And rear bush needs to be changed. Total cost around Rs. 60K apart from the AC cooling/evaporator coil replacement of Rs. 40K. I know my car inside out, and I didn't believe there was a coolant leakage. Anyhow, I requested for goodwill warranty or discount on the above expense as my car had run just 50K kms in 5 years and that it was serviced regularly at their dealer. However, they flatly refused. I decided to take a second opinion from an Independent FNG workshop (WOW @Noida). After inspection, the FNG tech didn't find any issues with coolant leakage/water pump issue. And the rear bushes are holding good and would need replacement around 80K to 1 lac kms only. The only fix required was the AC cooling/evaporator coil replacement which I promptly did at a reasonably cost (~ Rs 24K) from the FNG.

2. A week ago, Yeti won't start. Battery (varta make) was 20 months old since it was replaced (new). Discussed with dealer (Service advisor - Mr. Shankar) and I pushed for replacement of the battery under warranty which at that time was 2 years. They insisted it's for 1 year only. After some haggling, they reluctantly agreed but they need to keep the car for 3-4 days for the replacement. However, after some days, they refused the free replacement citing installation of 3rd party bluetooth module (i.e., Dension Gateway 5) with the RCD 510 (bolero) which "drained the battery". So, they had removed the Bluetooth module during the diagnosis, refused the battery replacement under warranty, and at the same time, they informed me that CAN gateway is faulty too and need replacement. Apparently they were not able to clear 2 fault codes (it comes back again and again) and that lead them to believe the CAN gateway needs replacement. So, effectively instead of getting a free replacement of battery, I was presented with a quote of Rs. 29K (10K for a new battery and Rs. 19K CAN gateway). Not to forget the One week I was without the car. Sensing something is not right, I asked the dealer that I am not paying a single penny and that will take the car 'as it is'. So, jump started the car from the dealer workshop, went to the nearest battery shop, and got a new 74 ah Amaron battery. Hooked my VCDS and found the following 2 fault codes:

************************************************** *****************
Address 19: CAN Gateway (J533) Labels: 7N0-907-530-V2.clb
Part No SW: 7N0 907 530 H HW: 1K0 907 951
Component: J533 Gateway H42 1620
Revision: H42 Serial number: 310511F1001422
Coding: 356303
Shop #: WSC 73430 790 00081
VCID: 3561C75F9CB4ADB6775-8060

2 Faults Found:
01303 - Telephone Transceiver (R36)
004 - No Signal/Communication
Freeze Frame:
Fault Status: 01100100
Fault Priority: 2
Fault Frequency: 1
Reset counter: 110
Mileage: 53325 km
Time Indication: 0
Date: 2061.14.12
Time: 00:00:05

03272 - Control Module for Audio Interface
004 - No Signal/Communication
Freeze Frame:
Fault Status: 01100100
Fault Priority: 2
Fault Frequency: 1
Reset counter: 110
Mileage: 53325 km
Time Indication: 0
Date: 2061.14.12
Time: 00:00:05

************************************************** *****************

I knew the minute that because the Bluetooth module (for Telephone, iPod/iPhone, USB supports) was removed by the dealer, the CAN gateway needs to be coded again (19-CAN Gateway > Installation List) which they didn't do it. I removed 'Media Player' and 'Telephone' from the list, coded and saved and voila, the fault codes disappeared! Everything just works...:)

What astonished me is the audacity of the dealer to not only honor a free replacement of a part within warranty, but also their greed to fleece the unsuspecting customer by insisting certain other related parts had failed and need replacements. Either they are doing these knowing they won't get caught or that they are technically not sound enough to properly diagnose a fault.

After these incidents, I have learnt that to own a Skoda car passed the warranty period, you need to be very knowledgeable technically about your car, should have VCDS cable and software for diagnosis and finding faults. Else, it is a risky proposition where you land up paying for parts that are in perfectly working conditions. I have now decided to completely stop servicing my car at Skoda dealers (especially Nawab Motors, Noida). Head commands me that I should sell it and move on. Heart reminds me of the good old time and that I should continue holding on. Who will prevail only the Almighty knows!

Sad. But that's exactly the only option for us Skoda Owners. Get some practical knowledge about the car (which isn't too difficult btw) and get the car serviced yourself. Recently my Superb's left passenger electric window was not working. Got it opened up at Kailash Colony, Delhi and just got the broken cable replaced for 1500 bucks. The quote from Nawab Motors, Noida was around 25-30 K. I love my Skoda in all other aspects except this horrendous service network.

Cheers...

Glad to know you didn't fall into any of their traps and managed to bring you car back to it's glory without having to waste your money.
It's not the car or the brand but the people appointed to look after and maintain these cars.
I honestly feel you should rename your post title to Skoda Service Centre Horror story as it's the particular service center at fault and not the Skoda brand itself.
In my opinion Skoda have always made some of the most mechanically advanced and yet reliable cars. It's just the service centres that have maligned the Skoda's reputation all these years.

NEVER EVER go to the Authroised Service Centre for a battery replacement. They will rip you off and they get a commision, when my Elantra's battery died after almost 8 years of service called up Hyundai Emergency Home Service for diagnosing they said one cell of the battery was dead and he was in a hurry to fix me up with a battery dealer and the quote was ₹ 6500, I flatly refused and called up Exide and they replaced the battery at home for ₹ 2900. So much for the 'legendary' Skoda Service; things haven't changed much though we'd like to believe otherwise. The Service Centre and Company are "thick as thieves".

Good Summary.

Unfortunately, such 'excellent' dealerships are present in each and every car maker's kitty including MSIL, Hyundai etc.

- Some do not change engine oil/gear oil and charge for it.
- Some suggest for complete steering rack & column replacement without even checking the issue.
- Some use the customer's vehicle to offer test drives & joy rides.
- Some suggest that adulterated diesel(with no proof) is the reason for an engine seizure of a young engine and try to dishonor warranty claims using it.
- Some charge for complete wiring and harness replacement, by claiming rat damage, when in reality it would have been just a blown fuse (Rs 10).

If one has the time and the knowledge, then it is really worthwhile to spend more time with the car, peeping under the bonnet and trying out DIYs.

That's a terrible experience. Enough to lose all trust in the dealer. Good decision to stop servicing with the faulty dealer. Since you enjoy the car and you have found a FNG as well as have the VCDS cable and software, why don't you continue to service with the FNG for some more time? If you don't get parts outside in the market, you can order from Europe and China. The cost with freight and customs is usually lower than what VAG sells them for here (which by the way stinks of another major scam) and the time taken for shipping will also usually match the time taken by Skoda themselves to provide the part.

Being an owner of a 2011 Yeti (and other Skoda VW cars) myself, I believe I am one of the lucky few to have never had issues with VAG service centers till date. However, even I have had issues with the AC of my Yeti and since the car is out of warranty, I first took it to an independent AC specialist to get it diagnosed and then to the Skoda Service Center. I ended up giving the car to the independent AC specialist only because of the difference in the cost of the part which I did not feel it worth spending on a 06+ year old car.

Experienced this on four occasions (Yeti, Polo, Rapid & Jetta) and I suggest you to not waste your time and money on the Varta OEM batteries. These batteries do not last for more than 1.5 to 2 years if you are lucky. In all cases I have changed them to Amaron and never had issues again. The battery in my Polo which I changed in 2014 is still running strong.

Such stories never fail to amaze me. Skoda sells an average of 1,500 cars / month. How difficult is it to give 5-star service to such a small number of customers on a consistent basis? Especially when your after-sales quality has taken such a reputation hit?

You are obviously a well-informed Yeti customer and were able to avoid getting fleeced, but that's not the case for a majority of Skoda owners out there.

Usually with European cars, I always insist on an independent garage once it's out of warranty. Reason = cheaper cost of ownership (sometimes 1/3rd the cost). However, with Skoda, it's not just the cost, but also improper diagnosis :Shockked:. Sad state of affairs - if a layman customer can't trust an authorised company outlet, who will he go to?

Well said GTO, I think they're selling less cars and trying to make up by a Skoda "Chor" Service!

I am a Jetta owner and i do my service in an independent garage here in Chennai. I can tell you that the list of components for a 5 year old car that was highlighted for change is pretty much standard. The timing belt change includes the timing belt, bearing and water pump. Independent garages usually check the water pump and help you save some money, but other wise this combination is standard. The timing belt apart from kms driven shows signs of age as it hits 5 years. I have seen it in my car and changed it at the end of 5th year. The car would have run for another year without the change, but the indications after seeing the belt in person would anyway motivate any owner to change it. This is what you get in these independent garages to inspect and take the decision on your own.

In case of dealership owned service center, apart from the fact they are there to make revenue in service, they are also advised to replace parts that will eventually fail say in the next year or so. Specially with German companies. The trust you have on official service can only be maintained by avoiding failures by replacing this 70% worn out part. What the independent garage is helping you do is push that 70% to 90%.

Mercedes for example would change not just one part but associated parts to ensure their car is absolutely reliable post the fix. They do not want to take a chance. Try breaking your lights and the parts changed will include so many additional components, you will be amazed.

Always have a secondary garage to inspect. Secondary service center to run diagnosis. A friend with a VAG cable to check for errors.

In your case part 1 is not fleecing, but part 2 related to the battery is an example of service center using an opportunity to milk some money from the customer. With some research you can escape this horror, but most of the customers just believe and end up paying for this(like the battery story)

Sorry to hear about the bad experience you had with Skoda dealer. But I'm also glad that you didn't let them rip you off. I own VW Vento which is still under warranty and I've already decided to service my car outside ASS post warranty. My experience with VW has been a mixed bag so far and wouldn't recommend anyone to get their car serviced from them once the warranty is expired.

Thanks for sharing!

Wonder if Skoda gives away best dealer's award every year. And if so, who are these best dealers, if any ? Skoda dealers are a totally different breed as is evident from the sixteen different threads plus this one by iTNerd = 17 generated by teambhpians specifically on dealer issues. Guess there may be more such threads that I could not pick up.

http://www.team-bhp.com/forum/search...rchid=35677007

In the J.D. Power Customer Service Index rankings -2016 for 12 mass market brands we find twelve car manufacturers from #1 both Honda and Maruti Suzuki (901 out of 1000) to #12 Renault (779 out of 1000).

http://india.jdpower.com/press-relea...market-segment

However, unfortunately the footnote below the rankings of the J.D. Power survey says "Included in the study but not ranked due to the small sample size is Fiat and Skoda."

With a few hundred cars selling every month, its anybody's guess as to when Skoda will be ranked by J.D.Power ?

If only someone could make these dealers understand that the competition is banking on exactly this behavior, breaking a lot of potential sales for the VAG Cars.
I get my Polo serviced outside at a FNG and I get amazed at the cost difference by 50% for a regular service where I now currently use Motul 5W40 compared to what the ASS offers.
There are no unnecessary part replacements as well.

I know 3 people who were willing to buy VW / Skoda and finally moved to Hyundai and Maruti because they were cited a few examples of the service experience and cost of the VAG cars.

Personally, I love the cars and it saddens me to see so many customers moving away for no fault of the product.

Even my experience with the Service in Gurgaon has also deteriorated significantly. The dealer workshop in Gurgaon is run by a bunch of arrogant, incompetent individuals who have no regard for customer service and inspite of complaining so many times to Skoda directly to even the highest levels, there is no improvement; rather I have seen it becoming worse and worse over the past 3 years.
My own ordeal which I faced recently:
My Skoda Laura (Feb 2012 purchased) run 46,000 kms only was given the EA189 Software update and after that became significantly noisy and the vibrations at Idle were very high. I raised it to Skoda and they said that it is normal to have the noise increase and after 30 days it would settle down. But within 30 days it became far worse. I raised it again to Skoda and they sent down an engineer to check it and the dealership service told me it is a faulty clutch and flywheel set which needs to be replaced at my cost and would cost 1 L +.
So I left my car with the dealership workshop and they replaced the Entire Clutch set, Flywheel and also a faulty water pump and timing belt and also front suspension bushes. When I got the car, I was handed a bill of 1,08,000 and the when haggling with the service manager , he gave me a 2k discount as if he is doing me a favour!
Seriously the attitude of the dealers of Skoda has gone to the dogs and there is absolutely no relief for Skoda owners like us as even the company doesn't care at all about their existing customers.
The dealers are just fleecing customers and the company has given them free reign to do so.
From my experience I have vowed never to buy a Skoda car again and tell all my friends and family the same now (I had been a Skoda promoter for past 5 years as my experience with the Yeti was good mostly, but my experience with the Laura has been quite bad.)
They can well make good desirable cars, but their service network absolutely is pits and they don't care a damn about customer service.
Now when they are launching their Kodiaq I wonder how they are going to handle their Kodiaq customers , who will end up Guineapigs when they face Skoda Service (at least here in NCR).

I will say this whole service center experience thing is very subjective and based on person to person variation. I am a proud owner of Skoda Fabia which is almost 6 years old and has run 1,35,000 kms and counting. It still runs like a dream.
It has always been serviced at Skoda A.S.S.
The only major jobs till date are
1. Front suspension overhaul between 50k - 60k kms
2. Front Discs replacement (1,05,000 kms)
3. Timing overhaul with water pump replacement at 1,20,000 km service (as per Skoda service manual)
4. Battery replacement twice. Both times it was done from local battery shop.

Coming to my service center experiences. I have experienced service centers in Pune, Indore, Faridabad, Delhi due to switching jobs. Yes, it has not been a sit back and relax experience with the service centers. Some arm twisting, some cajoling, some camaraderie has seen me through most of my services. Yes, you need to know what the service center team is talking about. But then that is the same for every car you own.

I don't think there is no option being of being a layman with the newer breed of cars - We have examples here in our own forum -
1. Maruti - http://www.team-bhp.com/forum/techni...engine-28.html
2. Honda - http://www.team-bhp.com/forum/indian...nymore-26.html
3. Hyundai - http://www.team-bhp.com/forum/techni...ai-dealer.html
4. Toyota - https://www.team-bhp.com/forum/techn...va-crysta.html
There are many more ranging from Marutis to Mercs. Sometimes it is just hard luck.

With my recent experiences, I have been heard at service center, I have been shown what is wrong and then approval has been given to fix. Skoda has been making it easier by telling you what needs to be done at each service with associated labour costs. For new cars, they are providing 4 years or 60,000 kms maintenance package and default 4 year warranty. I agree that the parts cost more than other brands but only major ones do like a Clutch assembly, flywheeel or AC related parts.

Coming to the points raised by iTnerd and Behemoth -
iTnerd - You could have easily asked then to show the leak and why they think it should be changed. Also, second opinion like you got does not harm. We do it in case of doctors as well.
Behemoth - It is surprising that the clutch on your car packed up in 46k kms. I think a second opinion at an outside garage wouldn't have mattered.

In my opinion, the reason for service center quoting a higher prices for a fix as compared to FNG is that VW or any other car company does not let them change sub parts or fabricate "jugaad" fixes. Plus the technicians (max 12th pass with some ITI diploma) are trained to perform steps A..B..C.. and there is no incentive for having a go getter attitude and finding "Z". Also, running a big dealership comes with cost and most them are trying to make a quick buck to meet targets.

Finally the arrogance part, arrogance runs in the blood of us north Indians. "Tu jaanta nahi mein kaun hoon" is the default attitude of everyone. Customer service/ basic courtesy does not mean a thing here. This is not only evident at car service centers but at other showrooms, shops, service centers etc. I am out of experience when I compare it to other parts of the country.

Rest this is my opinion and you are entitled to yours.

Please note: I am in no way connected to Skoda or VW. I am just one happy customer. And yes with background of a happy ownership experience, I recently bought a Skoda Rapid. So Fingers Crossed.