A heart-wrenching letter to Volkswagen India

Hi Volkswagen India,

This is a serious note that I have been thinking of writing since a while now. Let me start of by saying that I really appreciate your products and the way they feel all blood German. Which is why we trusted your brand to buy our first New car, POLO.

And it was exactly what we ordered, a sheer combination of everything a young buyer would expect from his car, quality, drive, mileage and most importantly the Feel. But one fine day it was ruined by what is called in car language as ‘Low Ground Clearance’. Apparently it had hit a bump created by craters on our extremely expensive toll stung roads. Having realized the hit, we immediately pulled the car to the side of the road for inspection. Turns out the oil sump had suffered and was leaking oil.

Good fellows that your service agents are, they immediately sent rescue and hit us with an expensive repairs bill. We seeked their advice on how to prevent such unfortunate event again, to which they said, that such accidents are quite high in frequency and the company has made a note of it and soon they would be increasing the height of the car tackle the issue.

Rest assured we walked out of the service centre some 2 years back, no call was received from the company or service centre, but being careful ever since we tried keeping the car on the most smooth roads.

Until now, that is, last week the car coughed to a halt without knowing any reason for the same. It was quite strange as it happened for the very first time. On inspection, we found a trace of oil spill along the road, giving us Goosebumps fearing the worst. Help did arrive and the inspection did reveal an engine seizure. The most terrible thing had happened and the cost to repair the same is around 2 lacs. The insurance firm says it’s due to negligence and it can’t be covered under any policy terms.

And this is where my dis-comfort is, how come a supremely engineered car give us no indications before it fails down. Worst still, is that the car didn’t even seem to have hit anything. The oil had drained out and the car refused to start. While cranking it on again, no warning signs came on.

On our second visit after the car being towed away, we discovered the problem along with the service advisor who was showing us the damage and the crack to the oil sump (second time), it was a small pebble that had got stuck between the protective casing and the oil sump. This small pebble seems to have hammered the oil sump open.

This all has made me question, whether really the cars are engineered to be as good as they seem to be? Or are they just another brand trying to sell products on its brand value. And one wouldn’t expect an ace company to overlook apparent and historically observed problem and still be unwilling to change anything about it.

The whole experience has drained the brand value for us and has left us in helpless situation where we don’t even know if repairing the car is a good option. After all what is the guarantee that the same thing won’t happen again?

This letter was written with an expectation of getting some guidance from you guys? Kindly help me make a wise decision.

Also am noting this letter to popular Car Magazines, being an ardent follower or Auto industry I somehow believe that they might help me in getting a direction.

Thanks, you ex-loyal and ex-brand influencer,
Swapnil Bodhe