Against all odds, I trusted that Volkswagen must have sorted out the gearbox issues that plagued the DQ200 DSG Dry Dual Clutch boxes, but alas - it was not so
I think my post must begin with the summary of my experience with Volkswagen -
Brilliant cars, unmatched stability - terrible service, and absolutely non-reciprocative customer service!
I will begin with the exact transcript of the messages I have sent to Volkswagen South.
Quote:
I have personally loved this car right from the time I purchased it in October 2013. My car was among the first batch that made it to South Mumbai, and perhaps the only one that time in Shadow Blue. Now coming from the overall Japanese reliability of the Honda City, purchasing a Volkswagen was a huge leap, but one that was eventually bound to happen. The stability and the more spirited nature of the Polo GT had me sold - and I have loved the DSG gearbox ever since. Jan 2015, I embarked on a road trip with my family to Rajasthan. We did completed the trip around 3.5 K kms later - and that's when my woes began.
The infamous gearbox issues began. I'll simply copy paste the message I sent to the advisor below.
There are 3 major issues with the car - and all 3 issues do not happen regularly. Sometimes they occur, sometimes they don't.
Issue 1)
The car jerks within gear randomly. The jerks can happen up to 4 times - and are the most frequent in the 4th gear and the 7th gear, but it has happened in other gears as well. Often it happens when climbing a slope, and also when the car is full of people. This jerk is not the same as the usual single jerk of a gear change. That single jerk of gear change on hard acceleration is expected - but this jerks within the same gear.
Issue 2)
The car has been jerking when downshifting from D3 to D2. This also happens sometimes, and not always. This particular issue has been there ever since I've purchased the car, but I had assumed it was a problem with all DSG gearboxes. I researched online and found out that many people had this problem, so I ignored this one.
Issue 3)
This is the most troubling of all the problems, and this is what made me really worried. This issue has only happened once. I was driving the car in "D" mode. when suddenly, the car went out of gear! The engine continued revving, but the car stopped moving forward. Only the rev counter was shooting up to 6000 RPM, but it felt as though the car was in neutral. The gear indicator still showed "D2" but the car kept slowing down with no power going to the wheels. Then I switched to "S" but the car still had no power. Please note that the engine was still on, and the car was still revving. Finally I had to stop, and take it to the side, switch to "P" mode, and switch it back to "D" after which the car was fine.
The above issue number 3 has only happened once, but is very serious since it occurred while I was driving.
After researching for a long time online- I found out that the issue has been fixed for people with the same 7-Speed gearbox.
Possible Problems -
1) Clutch Pack is faulty
2) Gearbox itself is faulty
I highly doubt if there is a problem with the engine, since there has never been a problem with the power delivery.
This issue has been occurring since the past 6000 kms now, and I hope VW gives me a proper solution now. Only issue number 2 has been happening since purchase, but all the other issues are recent.
I understand that it's difficult to work on an issue that does not happen all the time, but I think Volkswagen must also understand that I have nothing to gain by getting my gearbox replaced or anything. I have wasted too much time trying to sort this issue out and will be terribly disappointed if no permanent solution is applied this time.
Also, Mr Swapnil, please keep a copy of this message for future reference.
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Now, coming to the important parts I've not mentioned in the message above. I have already driven about 41000 kms now (which considering it being a petrol is slightly on the higher side. P.S. I'm not a fan of diesel cars anyway).
Until about 30000 kms, this jerking issue never came up even once. I genuinely enjoy driving this vehicle and despite my unfortunate incidents, I can't help but admire the level of stability and security you feel when cruising on the expressway in comparison to my old Honda. The quality of the materials, and the fluidity of the DSG (before all these issues occurred) is unmatched and impeccable in every regard.
I have visited the service centre at least 10 - 20 times in the last few months (perhaps even more) and not once I have I left satisfied. Finally I decided to employ the patient route to see if they would realise their faults, but to no avail. The average wait time at the Service centre, after being given a fixed appointment, was about 45 minutes. That's terrible by any standards, let alone a company which has German roots and carries their reputation for reliability.
I have spoken to every possible advisor in Volkswagen as well - and most of them, while being technically (as in the technicalities of a car) illiterate, are extremely unhelpful while pretending to be courteous. While it might sound like I'm one of those irrational angry guys who will go to unimaginable lengths to completely write off an entire company, I assure you I am not (or at least try not to be).
I have spoken to PR executives and technical people from the plant as well - and all I've been getting are repeated dates. I have never received an actual call from anyone I was co-ordinating with when promised and the only calls I do get from Volkswagen are the 5 calls the week after service asking me for feedback. I give them terrible feedback, they say "We'll look into it, we're very sorry" and then that's it. I get a call again and am asked the same questions the first 5 guys asked me.
Now, when the issue first showed up - I obviously did the first thing a car with an ECU can do - get it diagnosed from VW. Nothing showed up on their software. So told them it must be mechanical then. They tested it repeatedly, all their guys saying "everything is fine sir". I had to repeatedly visit them, then drive around until the problem occurred, and then they would take it back. And this entire circle has gone on for more than 2 months now.
Finally after losing all hope, i decided to vent on Team-BHP, and if I serve no concrete purpose to myself by doing this, at least others will be warned of my experience and choose wisely the next time.
Again, I will repeat what I've said above. VW cars are brilliant, VW service (in India at least) is the utter opposite of that.