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Thread: Poor Pathetic Service at VW Shaman Motors - Downtown Mumbai

  1. #1
    amardesai is offline Junior Member
    Join Date
    Nov 2011
    Posts
    1

    Default Poor Pathetic Service at VW Shaman Motors - Downtown Mumbai

    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 AC vent broken.
    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.

  2. #2
    Dr Shushill Choubey, MD Guest

    Default Very Bad After Sales Service, with Manipulation of Service records

    Volkswagen Vento Highline Registration No: AP28CG5523, Chassis: WVWE11602BT060878. Purchased from PPS Motors, Hyderabad, November 2011.

    Case 1.
    On the second day of my car purchase there was a fule leakage. Your service team at Hyderabad has concluded it is case of tampering. I have asked for documents related to the service, so that if it a case of tampering, i can talk to the local police station to investigate.

    Your service team at Hyderabad has also alleged that during the first safety problem with the car, the defective parts were shown to me at the VW service station. The statement of service station is " During the stay at the workshop we have clearly shown you the defect in the pipe and it was also clearly explained that the damage in the pipe was due to an external influence and not any manufacturing defect.The same was agreed at that point of time and and was replaced under chargable basis.The salvage parts are not stored at our end for not more than 10 days".

    To clarify, i did not visit the VW service station at all. So, how the defective parts were shown to me at service station. The service team has also stated that, the replacement was done on chargable basis. I have asked for relevant reports pertaning to the service. I believe, VW do maintain, at lease the records of service done at the service centres.

    To add, i was all day at my office, at office we have magnatic access cards, at each entrance, including the main building, which can prove the time/number of times i entered/exited from company building and at diffrent access doors. As VW team has claimed something that i do not agree, on the contaracy, i very strongly feel that it is a case of improper knowledge or a deliberate falsified statement to defend the service station unprofessional conduct.

    Instead of being transparent, the VW team have resolved to fabricated statement.


    Case -
    At presnet, my car is againd at the service station for repair of accelerator problem. As they could not diagnose the problem until after 3 days, i insisted on a spare car, which was given by the service station. The car do not have updated Insurance and Registration documents, I had requeted VW service team to send those, it has not happened. This is utterly careless attitude of the managers of the service station. I do not know, if i drove the car, without valid documents.

    on the accelerator problem, the car which had run only 5000 KM, suddenly started behaving eratically, with noise and jerks on acceleration. The service station team without inspecting, made a statement that it was because of faulty driving. At slow speed at low gears. I have driven cars for 14 years, this problem has not happened in any of my previous cars.

    I have asked Volkawagen to show me the car user mannual, where such precation is very clearly and specifically addressed. I have not obtained a written replyt from Volkawagen even after 20 days.


    Volkawagen is risking people's life by not taking seriously safety complains. Instead of investigating anf helping customers, they have resorted to fabricated statements, without an evidence. They also have no scruples, about the way they have handled my complain.

  3. #3
    Dr tanuja Guest

    Default Poor service experience at Volkswagen shaman motirs

    I have given my car a Vento which broke down on 24 th June 2013 on bandra highway for servicing at shaman motors. Till today 11 th July 2013 they are apparently waiting for a bearing for a clutch plate.! Apparently this part arrives from Germany.
    I think this justifies what they say/ this happens only in India ! I must say the guys at the center are very polite but dont get fooled as I did.

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