VW is starting its second innings in our market with the launch of Taigun, but the ownership experience continues to be a pain with customer complaints. VW and Skoda are already not particularly popular for their service, maintenance costs and overall ownership experience. This incident doesn’t help them to create a positive aura around their customer service either. VW India has started giving the upcoming Taigun for previews to various automobile journalists. The launch is just around the corner and VW considers this milestone as the beginning of their second innings in the country. But it looks like not much has changed when it comes to the customer ownership experience. Here are the details of the latest incident.
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VW Ownership Experience Complaint
A VW India car owner recently suffered a BCM (Body Control Module) failure in his new car. For the people who might not know, during BCM failure is not uncommon in cars and results in flashing the warnings and error signs on the driver’s instrument cluster. It doesn’t mean that there is any fault with the engine or other components. It is just a malfunctioning of the electronics of the car and all the lights start flashing on the screen. However, the problem that this owner faced was the way the service dealership handled the situation. The VW owner recently moved to a new city and visited the dealership for the first time. He was, however, sent back stating that it was a Saturday evening and there were too many cars piled up before him. There was not even a check-up.
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He was told that he will receive an appointment for the coming Monday. But there was no communication for a week after which the owner started to write emails to VW. Then the dealership sent two technicians to the VW car’s owner’s place to get the diagnosis done. After a few check-ups, it was concluded that the BCM has malfunctioned. The dealership was to order a new BCM under warranty in a week’s time. However, the dealership personnel had no update on the estimated time of arrival of the BCM even after a week of placing the order. This, as one would imagine, is highly unprofessional and ridiculous. The owner had bought the car in October 2020 and is receiving problems in the car and service within a year.
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This complaint by the VW owner is yet another occasion where the car ownership experience of VW products is exposed. People pay a premium while buying VW India products, but not getting even the basic customer services is highly weird and unacceptable. If VW wants to establish itself as a major carmaker in India, it really needs to improve its service experience.
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Source: Team BHP
