Location/place: bangalore
Name of company/service: Volkswagen Palace Cross
—— This is to bring to your kind attention that I own a Volkswagen Vento Highline Car ( Reg. No. KA03 MN 7494) .
I bought this car in May-2011. Till date the kms done is approx. 7400. I have had the first service done in May, 2012.
And then the car has again gone for repairs 31/7/12. The below will point out the problems i have both times.
As mentioned earlier my first service was done a few months back, at that time I ahd pointed out about the various knocking noises in the car, and requested fro a shampoo of the upholstery and carpets. Mr. Vishwanath was the Service In-charge I spoke to that time, and he was very understanding of all my requests. I received the car in 2 days, and though the rest of the problems appeared rectified, but the shampoo job was very poor, hence I called Mr. Vishwanath and reported the above, he assured me that he will send someone in the next couple of days, but no one turned up. I reminded him also at-least 3 times, and every-time he apologized and said that someone would come to me the next day, but as it turns out the issue was left un-resolved for a couple of months.
Then, in the month of July , a small noise started coming from the rear when i the car. This noise grew in sound over trhe next few days, that’s when i called up Mr. Vishwanath again, and reminded him about the not resolved shampoo job, And also informed him about the noise from the rear, he said that he was in training, but would inform one of his associates and someone would call me. A lady did call me the next day, and I took an appointment for car pick-up on Tuesday 31/7/12.
I informed the person who came to pick up the car about the noise from the rear and the shampooing job, he made a note of that , and I also wrote my request on the service sheet. later in the afternoon Mr. Shriram called me and asked me about the issues, I informed about the same, and he said that he would get back to me with the diagnosois. He never called the entire day, late evening finally i called him back,, and he informed me that they have located the problem and it was just cleaning of the rear brake dics , which will be done by tomorrow and he will send the car then.
The next morning Mr. Shriram called me, saying that the vehicle was ready, I asked him how much were the charges , but he said it was free as these things were missed out during the first service a few months back, and they would not charge this time. I was quite impressed about the same.
Later that day the car was delivered to my office. I went for a short test ride with the guy who had got the car, and checked for the noise from the rear, and was satisfied that it was gone. He later gave the documents and the invoice ( not to be paid as in warranty) fro my signature. When i checked the invoice, i wa shocked to see that along with the cleaning and other things , there was a service receipt and material invoice for a new Engine Mounting. I immediately called up Mr. Shriram, who casually told me that the earlier mounting was defective and he changed the same, I was very irritated and i asked why wasn’t I informed and my permission sought for doing something to my car, toi which he replied that they found the problem and rectified the same, and since it was in warranty and i would not be charged, I argued with him saying that i do not care if it was in warranty or not, the fact that they tried to do something in the car without my permission is not acceptable and I demand that his senior calls me on this immediately. I even wrote the same in the invoice copy for the job. ( attached a copy of the same) .
A couple of days later since i did not receive a call from anybody, i called Mr. Shriram back and again asked him what was happening, He said he was very sorry and he had given my number to the senior and he will make sure he calls me back immediately.
But again no one called, so after another 2 days, I called him back, he was again surprised that his senior had not called, but then changed his statement to that he had spoken to his senior about the same, and his senior had asked him to inform me that the Engine Mounting was done as a part of an upgrade. So i confronted him saying that just last week he told me that he replaced it because of some defects he found and now its an upgrade ! To which his reply was again very ambiguous and I again reiterated the fact that i need to speak to his senior or else they should be prepared for legal action. He agian assured me that he will definitely ask his senior to call back.
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