Hi, my name is Rajesh ( mobile 9619169643, email- [email protected]) and I have a Volkswagen Vento 1.6 TDI Highline Reg. Number UP80-CB-3306. The date of registration is of Feb 12 and the car has clocked 31200 Km. Till now i have taken care of the car in best possible way that I can as a normal customer and always maintained the car in the high serviceability state. But on 28th Aug 14, post driving for 20 km the car suddenly started giving jerks and vibration with simultaneously check engine and fault in engine management system(flashing) both yellow light coming ON. I stopped the car immediately referred the manual and opened the bonnet and found engine shaking as if it was about to get dismounted. As my car has already crossed 2 years timeline so it is not covered under warranty or free roadside assistance (as told by Volkswagen roadside customer care attendant) so i called the local mechanic who checked my car on the same spot by connecting up a laptop and scanning the car. As per the diagnosis/ error code the third in number fuel injector was faulty. After leaving the car at the service centre post diagnosis I was told that the injectors are ok but the O ring and the Seal rings of injector 3 and 4 are faulty, the items were replaced but since then the same problem has reoccurred 4 times within a span of 10 months out of which the car was driven only for 5 months. This problem reoccurs after every 900 to 1000 Km. The car is driven daily between residence to office by only me and distance about 10 Km. The details along with complaint number are as follows:
(a) CCR10160 dated 02sep14 at 27394 Kms
(b) CCR20456 dated 03mar15 at 29497 Kms
(c) CCR23321 dated 28apr15 at 30312 Kms
(d) CCR25640 dated 10jun15 at 31216 Kms
This was about the exact error of the car. I am writing this with utmost concern towards the performance of Vento common rail diesel engine systems. During the little homework that i did for almost one year now on various online forums i found out that the failure of fuel injectors and malfunction of entire common rail system is a known common occurrence in all the Vento/ Polo tdi cars. I am a salary employed person and brought my dream car with my hard earned money and savings. I choose Volkswagen against other manufactures for its German engineering and built quality. But off late the company has failed miserably in satisfying the customers, especially for recurring defects of fuel injection system/ injectors. It is pertinent to mention that there is enough evidence, stories and personal experiences of unsatisfied customers are available on net through various forums.
Other than technical side every time I only had to call 5 to 10 times obviously because I am concerned about the car, every time I was told by the customer care staff and service centre that somebody will get in touch with me but it has never happened. I mean there is no point in keep replacing seals after every month. I want to know why till now nobody from Volkswagen India has got involved with this case. When I ask for pick up of the car all drivers are booked, for drop then car is never ready on time. At all the occasions and infact today morning I have driven the car at 0600 in the morning and then waiting till 0930 for the staff of service centre to come, only to ensure the less load is imparted on engine and to avoid traffic jams with faulty car. When this incident happened for the first time I was denied out of turn appointment, second time I was given appointment but when I reached at service centre I was asked ‘sir who gave you appointment? Whom did you spoke to? Obviously there was no record of my appointment at the reception, After waiting for another half an hour and try to find out that who was on duty previous day, I had to contact customer relationship manger Miss Lydia then only my car was accepted, third time I had to finally meet General Manager Mr. Hormaz Dee for delivery of car. And this time fourth one I was assured by service centre and Miss Nikita (customer relationship manger, Andheri regional office) that somebody will get in touch with me but as expected I am still waiting for that call. Even tried calling GM five times, but no answer neither he reverted back any call. Too busy with the meeting! Every time I have requested for the numbers of some senior official of Volkswagen India/ Regional Office but always denied by customer care as well as by service centre.
At least i deserve to know that is it a manufacturing defect in all the Volkswagen cars/ poor quality of service at authorized dealers or the quality of spare parts. Or it seems Volkswagen has no respect for the time and schedule of customers, I understand you guys are running a multi millionaire company but normal customers like me also have office/ business/ and families to attend. It is frustrating to visit service centre every month with the same snag, it has becoming never ending for me. People buy Volkswagen from their hard earned money for its name and build quality but I am highly disappointed, have tried everything best in my capacity and left with no options. This is totally unacceptable behavior and attitude showing scant respect to the demands (Extremely normal by any standards) of a normal customer.
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