Volkswagen India — Pathetic service experience at Voklswagen Capital, Okhla, New Delhi

Hi,
I own a VW Virtus GT plus DSG. I visited Volkswagen Capital, Okhla, New Delhi on 20th April, Saturday for the second inspection mandated at 7500 kms. I arrived at the service center at around 10.40am and got my job card opened at 11:15am and told them about all the minor issues I had with the car. The service advisor(SA), Mr. Rahul Singh assured me that everything will be inspected and the car would be returned by 3pm. However the car was returned at around 6.20pm and with a damaged wiper arm that eventually scratched the windscreen.

Here's the entire ordeal - Concerned person started to attend my car at around 2.30 - 3.00 pm. Post that there were two test drives to check the concerns I had raised (which were majorly resolved). Once back, I enquired about the time of completion from the SA and was told that the the washing will take around 30 mins and I should be able to leave by 4pm. Anticipating this, I returned to my car at 4.30pm, only to find that the car still not washed and the SA had no idea about this, I pushed him to get it done and then the washing staff parked my car in the washing area but again the washing didn't start for 30 mins. After chasing the SA again, the washing finally started (the washing staff is completely out soruced and untrained at this service station). Finally, the car came to the delivery area and I was told that it will be ready in 10-15 mins, meanwhile I should complete the billing and get the pass, it was already around 5.40pm at this time. After getting the billing done and filling up the feedback form, I was told the car is ready. When I went to collect the car, the car was still not complete with water marks on the allow wheels, Bonnet, doors, the windscreen and windows still unclean and the SA said that the car is ready for delivery. I questioned it and showed the dirty areas as if he couldn't see those. Then an untrained washing person raised the Bonnet of the force and didn't see that the wiper arm was raised, this caused the wiper arm to collapse and bend. At that time, I checked the wiper arm but couldn't spot the bend or damage. And I finally left the service center at around 6.30pm. The next day in the evening, when used the viper (first time after the service), there was a loud noice and it was not working properly, I stepped out and noticed that it was scratching the windscreen. The default swing of 3 time was more than enough to cause deep scratches on the windscreen. My father informed the SA about this with pictures the next day and we haven't heard from them so far in 3 days.
It's hard to imagine how an authorised service station of an aspirational brand like VW operate like this with extremely unprofessional staff, not taking customer complains seriously and not even responding to a complain. It's my request to kindly take strict action against the service advisor for setting wrong expectations and not acting upon the complain even after 3 days and the service manager of Volkswagen Capital so that such instances are not repeated. Like many others, I have purchased this car worth INR 22 lacs with my hard earned money and a lot of excitement which got somewhat shattered by this experience. Requesting your support to please address this as you deemed fit.

Regards,
Shreyans Parikh
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