VW's mysterious fault in a Brand new Vento

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  • Appearance
  • Performance
  • Comfort
  • Value For Money
  • Fuel Economy
  • Overall Satisfaction

Pros : Comfortable, stylish

Cons : they have no idea how to fix problems

We purchased a Volkswagen Candy White Vento 1.6 TDI HGL MT Car (Registration No. MH 02 BR 5285) through Tornado Motors Pvt. Ltd. The said Car was delivered to us after 2 months and 1 week. At the time of delivery the Dealer told us that Diesel to the extent of 15 litres had been filled in the car by the Dealer. He also gave us a coupon using which our client could fill in an additional 15 litres of Diesel from a nearby fuel pump. The representative of the Dealer also provided us with the details of the Service Centre of the Dealer located at Andheri (E) and advised us to get in touch with them in case of any difficulty. Around July 28, 2011 i.e. after around 5 days of taking delivery of the car, we noticed that after the said Car had travelled around 20 - 25 kms, at idle, the engine sound varied, the car itself shook and vibrated and the indicator needle showing Revolutions Per Minute (RPM) moved between around 600 and 800 RPM. Alarmed by the said condition, I called up the service centre and informed the service manager of the condition of the car. He assured us that it was not a major problem and advised us to bring the Car over for a check on the next day. I took the said Car to the Service Centre of the Dealer on July 29, 2011 and the service advisor took a test drive of the Car. The test drive lasted for less than 15 kms and at the time, the condition did not recur. The service advisor assured us that the Car was safe to drive. But when we drove the car on Sunday July 31, 2011, and after the said car travelled more than 25 kms, the said fault condition recurred. Since we were assured by the service manager that the said Car was safe to drive, we assumed that the fault condition was temporary in nature. However, the said fault condition once again occurred on the next day i.e. August 1, 2011 and so I once again took the car to the Service Centre. By now the fault condition had worsened and the car appeared to be stalling while at idle. At the Dealer’s Service Centre, another person examined the car and immediately observed that the said fault condition was present. He advised me to hand over the said car to them for examination and repairs, if necessary. He also requested me to wait for a while so that he could conduct necessary tests on the said Car. After almost 2 hours and after persistent enquiry, I was told that the Car was examined using Volkswagen’s Analysis Software and an electrical fault had been detected and that they would require some time to identify and rectify the same. On the next day, I called the service advisor at around 10.30 am and was told that the fault was yet to be identified. Being anxious about the fault condition in a brand new car, I did not attend office on August 2, 2011 and instead went to the Dealer's Service Centre to understand the reason for the said fault condition and the remedies for the same. At the Service Centre, I met Mr. Milind Kuwalekar, the Service Head of the Dealer and appraised him of the situation and requested him to do the needful at the earliest. I also expressed my shock and surprise that a brand new car from a reputed company like Volkswagen had started to show problems even before it was a week old. Mr. Kuwalekar assured me that he would instruct his service engineers to attend to the car on a priority basis. Around 2 pm on August 2, 2011 i.e. around 6 days after the said fault condition was observed in the said Car, I was informed by the service advisor that they had tested the Diesel in the said Car and had observed small quantities of water. He told me that the water in the Diesel was the likely source of trouble. I told him that after filling in Diesel from the Fuel Pump in favour of which the Dealer had issued a coupon, no Diesel had been filled in the said Car. He told us that the entire Diesel in the said Car would have to be removed, the Diesel tank would have to be cleaned, the Diesel lines and injectors would have to be cleaned and the said car tested thereafter. He requested me to await his call.  On the next day i.e. August 3, 2011, the Head Foreman of the Service Centre got involved and after Diesel was filled, test drove the car. The fault condition again occurred after the car was driven for around 15 kms. So he decided to replace the fuel injectors and test the car again. Even after replacement of the fuel injectors, the fault condition occurred, this time even without the car being driven. Now the Head Foreman decided to test the said Car after replacing the fuel pumps. By this time, it was almost 10 pm and it was decided to do the work on the next day. On August 4, 2011, I called up the Head Foreman at around 2 pm and was told that they were yet to test the car after replacing the fuel pump. I visited the Dealer's Service Centre on my way back from office and was told that even after replacement of the fuel pump, the fault condition persisted. They had also replaced an electronic control unit (which received inputs from the accelerator pedal) but the fault condition persisted. I was now told that they intended to replace the Engine Control Unit of the said car and then to test it again. We ere now anxious, alarmed and disappointed that our brand new car had a fault that the famed expertise of Volkswagen's German Engineering and its sophisticated analysis software could not ascertain even 3 days after the car was put in the workshop. So we personally spoke to Mr. Kuwalekar and requested him for an update. Mr. Kuwalekar expressed his inability to give any time frame for resolution of the problem. He again said that all the problems were caused by the water in the Diesel.  So, now fed up, we contacted the sales head of the Dealer and thereafter, the General Manager of the Dealer and demanded that they replace the defective car with a new one. The General Manager and Service Head has now promised to revert by 5 pm today. We relied on the statements and representations made by Volkswagen India in its brochures, promotional literature, advertisements and website and by the Dealer and its representatives to decide on the purchase of the said car. These do not anywhere suggest that Diesel sold in Pumps in India can cause trouble to the engines of TDI Ventos or that a new can be grounded for 5 days because of water in diesel. If that were so, all Diesel Ventos would be at a standstill considering the quality of Diesel sold in India. Anyway, the replacement of part after part especially the electronic control units clearly shows that the fault has nothing to do with the water in the diesel. It appears that Volkswagen and their dealer, Tornado Motors, have no clue as to the true nature of the fault. This is hardly the way a top notch automobile company would behave. If this had been in the US or Germany, they would hardly have behaved in this fashion. What is disappointing is that after spending close to Rs.12 Lakhs on a so called premium brand sedan, we are now dependent on a hatchback Polo that the Service Centre has given for our daily office commute and other business. 

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 Comments Volkswagen Vento 2010-2013
  • sriram |05 Aug,2011 04:45:36 PM

    Hi Joby Mathew, I am very sorry for your car and i hope everything will be solved soon. You post the same issue in Team BHP where many auto experts are being members in that forum. They will guide you to proceed further... Also check for legal moves against VW dealer if they dont deliver car in proper condition or replacing with a new car...

    Joby Mathew |05 Aug,2011 04:50:03 PM

    Thanks Sriram. We have decided to give VW a chance to make things good and so have stopped at a notice; if they don't do justice to our demand, we'll have no option but to approach the courts. Hope it doesn't come to that.

  • Jacob |07 Aug,2011 10:58:28 AM

    Dear Joby Mathew, Thanks for the write. I would have almost gone for a Vento. You have saved me.

    Joby Mathew |07 Aug,2011 03:30:39 PM

    Dear Jacob; thanks. They have finally identified the cause of the trouble to a faulty common rail and have provided me with a spare one. Hopefully they will provide me with a new one. But it is only just for us to seek compensation for the agony, inconvenience and heartache we went through. If VW values it's brand, they should not only compensate but apologise in public.

  • Amit |17 Aug,2011 04:24:38 PM

    I am planning to buy Vento today, as a gift on my Birthday. Your mail has made me Anxious. I had full faith in German engineering. I was confused between Hyundai Verna and Vento, Decided in favor of Vento after much thought. I am confused once again. I think i must go for Verna only.

  • HARMEET SINGH |25 Aug,2011 04:50:28 PM

    Hey guys, suggest me, as i have also planned to go for vento deisel variant. If this is a common issue that you have noted in many other users (may be friends or relatives) then i would cancel my booking. If not, and it is one of case, then i think German cars can be trusted, as they are trusted world wide for durability & performance. Do get back please.. I have to take delivery on 11th of the next month

    dharmender rana |28 Aug,2011 10:17:18 PM

    Dear Harmeet, I bought Vento diesel Trendline in Oct 2010, and finding it a right buy. Recently I had gone on a road trip to Mumbai from Gurgaon and back with my wife. Total 3512 Kms in 9 days, 6 states and it was a trouble free, smooth ride. My recommendation is high on Vento Doiesel.

    HARMEET SINGH |06 Sep,2011 11:39:50 AM

    Thanks Mr. Rana- I think, i have also done quite a depth research on this car and every body is advising me good on this german engine. I am now finally going for this car and planning to get it by this coming sunday. Thanks for the update

    sushant yerunkar |17 Sep,2011 01:42:11 AM

    Hi , What is the average you getting with Vento diesel. Company claim 21 km / ltr

    Joby |06 Sep,2011 11:05:45 AM

    Dear Harmeet, Update: Through trial and error, the VW workshop at Andheri found out that the problem arose because of a defective Common Rail, which is supposed to be at the heart of a CRD Engine. They released the car with a spare common rail and intended the same from their factory. It took almost 3 weeks for the part to arrive, but now the car seems to be driving fine (I have done about 750 kms after replacement with the new common rail). I can understand a manufacturing defect even in something as critical as a Common Rail, but what was shocking was the absolute lack of response from VW - till date we have received one letter from VW asking for 3 weeks time to find out about the problem and revert, but we are yet to hear from them. What was also surprising is that even the expert from VW (whom the dealer called in from Chakan) could not identify the cause even after 5 days. In fact, it was the Head Foreman of the Dealer, Mr. Suresh, who finally identified the cause by trial and error. To their credit, although initially it appeared that they were sloppy, the service head of the dealer Tornado Motors, Mr. Milind Kuwalekar took personal interest in the matter and expedited the work. We are not unhappy with the car but shocked and surprised at the attitude of VW. So long as this attitude continues, I would not recommend anyone to purchase a VW car.

  • dr rajendra agrawal |28 Nov,2011 07:57:30 PM

    i am planning to buy vento diesel variant...can someone please advice me which one is better...verna or vento???

  • alrab |02 Feb,2012 06:24:44 AM

    my diesel vento 1.6 had clocked just 12500 km in 4 months time these are my stats: max speed achieved :180 kmph max mileage : 22.7 kmpl i use it for daily commute to office and my latest mileage stats is : for every 10 lts of diesel it runs approx : 190 kms. driving style for max mileage : Do not cross 2000 rpm (except occasional overtaking etc go beyond ) and do not go beyond 80 kmph. the reason being the highway is getting built and i had found this driving style purely by chance.

  • P. RANA SMRITHI RATH JITH |12 Dec,2012 10:02:20 AM

    I purchased a Vento Comfortline Diesel from M/s. AMRA Motors, Chennai. I took the delivery on 6th December evening. The model given to me was that of August 2012. On 9th December when I took the car for a drive the AC stopped working. I contacted the helpline and he inturn told me to contact teh nearest service centre. With the help of the sales executive of AMRA I got the service engineers number and when I narrated the problem he told me to get the car to the service station on monday as sunday is holiday. How a German make car which is known for its quality ahs the problems with in two days of the delivery. When I left the car at the service station The service engineer told me in the evening that there is a problem with the AC compressor. If so whether the car has not passed the QC before delivery. What is report on QC before the despatch of the vehicle. The service engineer told me that the entire AC unit will be changed. Today it is the problem with the AC Unit, tomorrow the engine may fail. I dropped mail to customer care but till now I didn't get any reply from them. Why they are so slackish in their approach. When we spent so much amount for buying the luxury car why cant the company be responsible for the problems that too the car has gone only 100 kms. Why the custome care doesn't reply. I asked for the assurance from the service in-charge that such kind of problem will not happen to the car and he said that he will send it immediately but I am yet to get it from the service in-charge. Neither the sales executive nor the service engineer gives me a clear answer. I am really shocked with the attiturde of the custome care and service engineer of the reputed company which has the nae for the quality.

  • vijay |11 Apr,2013 07:16:00 PM

    thanks a lot for saving mee... mann....

  • mahesh bhingarde |02 May,2013 08:19:44 PM

    I got my vento diesel on 22april'13 from downtown shaman,mumbai. The car has already gone to the workshop twice in the last 10 days. First for stiff reverse gear and now for the turbo not kicking in. Highly do not recommend to buy the vento. Whats the use of buying a 12L car if its engine/gear box has to undergo unrequired surgery of such a kind. There is nothing new about my car and have lost the reliability on my car and the brand at large. Regards,Mahesh.

  • ravi shankar |26 Nov,2013 11:27:01 AM

    Hi Mr.Joby mathew , may i know the current status of ur vehicle? I had the same problem mentioned by u and yesterday i dumped my car in the service center...I came to know that this is a common problem in diesel ventos , and if it recurs after after our warranty period , it will eat a huge amount of money...VW should call back all these cars and should repair it..

  • vamsi |27 May,2014 12:39:19 PM

    i bought my volkswagen vento in feb 2012.till jan 2014 car is fine.in jan i saw car was jerking and coil type light flashed . i taken to work shop . service ppl said there was minor electrical issue. and they said it is cleared using diagnostic system.again in march i got same issue.this time they said fuel injector problem.and if issue raises again the injectores need to be changed.the say the problem is due to bad deisel in car.how funny these guys are. same deisel i am using for my other cars.i am not facing any problem since 10 years..i need my fuel injectors to be replaced with free of cost because it is a manufacturing defect. pls dont buy this vehicle. it has lot of manufavturing defects. for first 2 year su will be happy customer. then for any problem service people will blame on us. like the diesel in car is not good one... such funny reasons they say. pls dont buy this vehicle for god sake..this is my personal experiecne.... and i am facing a lot of issues with this car.

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