We made a booking for VW Polo from Volkswagen Jalandhar - Lally Motors India (P) Ltd. In Punjab.
Booking was made with above dealer on 19th Dec 2010 and was informed 3-4 months wait time. Total booking amount given to Dealer in December 2010 was Rs49000. At time of booking dealer had promised that vehicle will be delivered in March 2011 but the vehicle has not yet been delivered as on 23rd May 2011. One day we were informed on phone that vehicle is available in April 15th, when we went to get delivery at dealership we were informed that same vehicle has been given to some other customer and we need to wait for couple of more days. After waiting for more, week after week there is no update on the vehicle. We also have given full remaining payment through Bank draft of Rs 503552 on 3rd May based on more promises made by dealer that vehicle will be there in couple of days.
Till date there is no vehicle and dealer has taken full payment. Now they are saying to wait till month end. The dealership has acted in highly unprofessional way and it is our worst experience in dealing with any of the car dealers. We have dealt with many other auto companies and dealers but Volkswagen experience has surely not started on a positive note. I personally wrote to Volkswagen through their website on 18th May and I got an automated reply that dealer will contact us. Dealer did not care to contact. When we visited the dealer he was again non-commited on any dates.
Dealer keeps blaiming the company that they do not make enough cars and take orders. At end of the day, they have taken full payment, we are loosing on interest that we are pying to the bank and there is no vehicle. What an attitude this company is having towards customers. They are a world wide brand and possibly also made a mistake in choosing a dealer.
When I called the toll free number they informed that they are just a call center and will forward complaint to the VW department. Please beware when you deal with Volkswagen India and specially their dealership in Punjab/Jalandhar (Volkswagen Jalandhar - Lally Motors India (P) Ltd). Also do not make any advance payments on their commitment that vehicle will be available very soon.
Following is text of email that came from VW support (actually from their call center people as they said same case number they have forwarded to VW department)
From: customer.care@volkswagen.co.in [mailto:customer.care@volkswagen.co.in]
Sent: Thursday, May 19, 2011 10:19 AM
To: Neeraj Sharma
Subject: System generated Acknowledgement email
Date: 05/19/2011
Concern No: VWGxxxx
Vehicle: Polo
Name of Customer: Mr. Vijay Kumar Sharma
Dealer Name: Lally Motors India Pvt. Ltd. Dealer Location: Jalandhar
Dear Mr. Vijay Kumar Sharma
Greetings from Volkswagen Passenger Cars India!
We acknowledge the receipt of your concern to us and have noted the contents of the same.
We wish to inform you that we have forwarded your concerns to our dealer M/s Lally Motors India Pvt. Ltd. at Jalandhar. We assure you that your concerns will be attended on a priority basis and as per Volkswagen standards.
If you need any further assistance, kindly feel free to call Lally Motors India Pvt. Ltd. or Volkswagen India Assistance 24x7, Anytime. Anywhere. Call toll free 1800 102 0909 / 1800 209 0909. You can also write to us at customercaresales@volkswagen.co.in .
We thank you for choosing Volkswagen and assure you our best services always.
With best regards,
Customer Care
Sales
Volkswagen Passenger Cars India
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Eventually after followups and reminders vehicle was delivered later than promised. Dealers as usual don't like being complained about them to parent companies. Companies and dealerships have to be sensitive about overall customer experience and up their service levels. typically every one is sweet and nice till a sale order is closed. After that many companies, dealers and customer service cells of these entities have a don't care attitude.
- Neeraj
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