Srinagar, Nov 14 (KNS): Volkswagen's after-sales service in Jammu and Kashmir has come under scrutiny following allegations of prolonged delays and inadequate customer response over the repair of an accident-damaged vehicle, with several customers sharing similar experiences on social media and raising questions about the company's service standards and the accountability of its authorised dealership, Abrol Garages.

The controversy centres on a Volkswagen Taigun TS1 MT owned by Dr Mir Javaid, an officer at Jammu and Kashmir Bank, whose vehicle met with an accident on September 24, 2026. The customer has alleged that despite repeated follow-ups over several weeks, the repair issue remains unresolved, with no satisfactory outcome or definite timeline communicated to him.

The complaint has brought attention to the difficulties faced by vehicle owners in Kashmir who depend on authorised service centres for repairs, particularly when their vehicles require specialised attention following accidents.

Dr Javaid has questioned why a customer purchasing a vehicle from a reputed automobile company should have to pursue the dealership repeatedly for repairs and updates. He maintains that his grievance is not about seeking preferential treatment but about accountability, transparency and the responsibility of a company towards its customers after a sale.

The issue has attracted wider attention on social media, where several users have expressed solidarity with the customer and questioned whether automobile companies are giving adequate importance to after-sales service.

Among those responding to the complaint, senior medico Dr Tariq Ahmad Tramboo shared his own experience with Volkswagen, claiming that even a minor electrical problem in his vehicle had taken nearly a month to resolve.

"I have even worst experience. For a small electric glitch it took them around a month. 15 days in Srinagar and the rest in Jammu," Dr Tramboo commented.

His remarks added to the concerns surrounding the availability and efficiency of Volkswagen's service facilities in Jammu and Kashmir, particularly in cases requiring technical attention or specialised repairs.

Another respondent, Inayat Habib, observed that several automobile companies appeared more focused on achieving sales targets than providing satisfactory services after vehicles were sold.

He said the reputation of an automobile company depended not merely on the number of vehicles it sold but also on how responsibly it treated customers when they encountered problems after purchase.

Mir Aijaz Sahir, another respondent, said Volkswagen's reputation was being put to the test, observing that selling a premium vehicle was one thing while standing by a customer after an accident was another.

He expressed disappointment that customers had to spend weeks pursuing companies for basic support, clear answers and proper resolution of their complaints.

Mushtaq Butt, meanwhile, said he had been considering purchasing a Volkswagen vehicle but had dropped the idea after observing the concerns being raised about its after-sales service.

The reactions have brought a wider consumer issue into focus, with social media users questioning the standards of service being delivered through authorised automobile dealerships in the region.

Several respondents maintained that customers purchasing vehicles from established brands expected dependable technical support, timely repairs and clear communication, particularly when their vehicles suffered accident-related damage.

They also questioned whether customers in Kashmir were receiving adequate access to specialised repair facilities or were being left dependent on workshops outside the Valley.Click Here To Follow Our WhatsApp Channel

Dr Javaid has appealed to Piyush Arora, Managing Director and Chief Executive Officer of Škoda Auto Volkswagen India, and the company's senior leadership to intervene, seek an explanation from the concerned dealership and ensure an early, time-bound resolution of his complaint.

He has maintained that customers should not have to repeatedly approach dealerships or senior company officials for routine assistance and that automobile manufacturers must ensure their authorised service networks are equipped to handle customer grievances effectively.

The controversy has also raised questions about the responsibilities of authorised dealerships in keeping customers informed about spare parts, repair arrangements and expected completion dates.

Meanwhile, when contacted by Kashmir News Service (KNS) for the company's version, Sanjeet Kumar, Manager Operations, Volkswagen Srinagar, attributed the delay to the non-availability of a dedicated body repair workshop in Srinagar and the time required to arrange spare parts.

Kumar said the dealership currently provides mechanical services in Srinagar but does not have the infrastructure required to undertake accident-related body repairs.

"Basically, we don't have a body shop here in Srinagar. We have a body shop in Jammu. We are doing mechanical work in Srinagar, but we have not started the body shop yet," Kumar told KNS.

Responding to the complaint concerning Dr Javaid's vehicle, Kumar disputed the suggestion that the car had been lying at the Srinagar workshop for around 40 days and said the required spare parts had already been ordered.

He claimed that the customer had initially not given approval for ordering the parts, which contributed to the delay.

"When I initially asked him for approval to order the parts, he did not give approval at that time. Later, he gave approval, and after that the order was placed. The material is now in transit," Kumar said.

The operations manager said the spare parts were expected to arrive within a day or two and assured that the customer would be updated once they were received.

"The material is on order and is in transit. We have already informed the customer that as soon as the material reaches us, we will update him," he said.

Kumar further explained that the dealership could not undertake body repair work in Srinagar because the required facilities were not available locally.

"We have a mechanical workshop here, but the customer's vehicle requires body shop work. That work cannot be carried out here at present," he said.

He maintained that the dealership was making efforts to assist the customer despite the limitations of its existing facilities.

"We are helping the customer. We don't have a body shop here, but we are still arranging the required material and trying to assist him," Kumar said.

The manager also stated that the dealership had expanded its facilities over time, claiming that even mechanical servicing was not available in Srinagar when the customer originally purchased the vehicle.

"When he purchased the vehicle, we did not even have a mechanical workshop here. Now we have a mechanical workshop," he said.

Kumar maintained that the dealership had communicated the position regarding the spare parts to the customer and would provide further updates after checking their arrival.

However, he did not provide a definite date for completion of the accident-related repairs, while his explanation confirmed that the Srinagar facility currently lacks a dedicated body shop.(KNS)