[Resolved]  Volkswagen — Poor Service at Volkswagen Shaman Motors, Mumbai

Address: Mumbai City, Maharashtra

Incident 1:
Dealer: Shaman Motors – Downtown Mumbai
Service Requested: Annual maintenance.
Service Advisor: Stephen
Delivery Date promised: The same day as pick-up.
Actual Delivery Date: Three days from the pick-up day.
Car condition on return: Deplorable. Returned un-clean and scratched at the bottom.
Issues with the service:
1. Late Delivery of car.
2. Car returned in terrible condition.
a. Unclean, scratched and returned at 10:20 in the night.
b. No paper used for the footrest. Upon asking the driver says they had run out of paper at the workshop.
c. Head rest of the passenger side seat was raised completely and the seat was pulled up to the front to the max. Upon asking the driver says that’s how they clean the car (which was not clean by the way).
3. No updates given on the car. Need to call at least 3 times before you can talk to someone about the car. No one ever calls back when you leave a note telling them to call you back.
4. No call when the car reaches the workshop or when it leaves the workshop. It’s the customer’s duty to keep a check on the car status. VW does not entertain giving well timed status updates on the car.
Incident 2:
Dealer: Shaman Motors – Downtown Mumbai
Service Requested: Fix the scratch put on during the last visit.
Service Advisor: Stephen
Delivery Date promised: Two says from pick-up.
Actual Delivery Date: Six days from the pick-up day.
Car condition on return: Deplorable. Returned un-clean and scratched at the bottom.
Issues with the service:
1. Late Delivery of car. Again returned after 10 pm.
2. Car returned in terrible condition.
a. Unclean and passenger side AC vent broken.
3. No updates given on the car. Need to call at least 3 times before you can talk to someone about the car. No one ever calls back when you leave a note telling them to call you back.
4. No call when the car reaches the workshop or when it leaves the workshop. It’s the customer’s duty to keep a check on the car status. VW does not entertain giving well timed status updates on the car.
Incident 3:
Dealer: Shaman Motors – Downtown Mumbai
Service Requested: Fix the broken AC vent (Getting an appointment for this was a nightmare in itself which is elaborated below this incident)
Service Advisor: Stephen/ Pradeep
Delivery Date promised: Same day as pick-up before 5 p.m.
Actual Delivery Date: Same day as pick-up at 10:06 p.m.
Car condition on return: Deplorable. Returned un-clean and late again despited repeated assurances from the Assistant Service Manager Pradeep that the car will be delivered on time.
Issues with the service:
1. Late Delivery of car. Again returned after 10 pm.
2. Car returned unclean again.
3. No updates given on the car. Asked for tire rotation and was told that someone will call after checking if it is required. As expected no one called. Need to call at least 3 times before you can talk to someone about the car. No one ever calls back when you leave a note telling them to call you back.
4. No call when the car reaches the workshop or when it leaves the workshop. It’s the customer’s duty to keep a check on the car status. VW does not entertain giving well timed status updates on the car.
5. Fooling the customer and telling lies. Pradeep said that he checked the car at 5:00p.m. to make sure it was clean and that the car would leave the workshop in 10 minutes. The car actually left at 7:40 p.m. and as per the Service Advisor Stephen the cleaning was done at 6 p.m.
Who is lying and taking the customer for a ride (Pradeep or Stephen)?
When trying to reach Pradeep at 9:30 p.m. to check on where my car is I get a text message saying ”Sorry, cannot answer your call”

Getting the appointment for the last service took approximately 20 calls between 23rd Sep – 1st Oct and finally got the appointment booked on 4th Oct when I escalated the issue.

I got harassed so bad that I went down to the workshop to meet the GM. Despite promising to take me to the GM, Pradeep took me to his Manager (Thomas Kandy). Mr. Thomas was very apologetic but did could not guarantee that this would not happen again. Finally got to meet the GM Mr.Piyush A. Harsora, who once again showed empathy towards my situation. He promised to give me details of my case and also a written guarantee for subsequent services. The committed date was Monday, 31st Oct. Today is 3rd November and haven’t heard anything from him yet.