WE REGRET that 12 of our customers were dissatisfied with our products and subsequently lodged complaints with the Consumers Association of Singapore over the last 14 months ("Volkswagen still bugged by consumer complaints"; Monday).
As pointed out in the report, most of these complaints relate to the cars' gearboxes.
Volkswagen Singapore carried out a voluntary recall for 6,181 cars in May 2013 to fix a potential issue that could occur in cars fitted with a particular gearbox.
The recall was completed early last year, and the affected cars were upgraded with new parts.
However, what we have also witnessed in the last year is an increase in the number of customers who, after reading media coverage of the previous issues, have requested that various actions be taken on their cars.
We are, unfortunately, unable to assist them if there are no faults present.
We understand Mr Uttar Kumar believes that his car is not performing normally.
At his request, we conducted repeated tests and found the car to be functioning correctly in every way. This was communicated to him several times, but he did not accept these findings.
Volkswagen Singapore provides a comprehensive three-year, 100,000km warranty, and we will always do our best to help owners who experience any issues with their cars.
We recognise that quick follow-up and personalised care are key to customer satisfaction, and these are areas which we are continuing to improve upon.
We look forward to serving our customers even better in the future.
James Page
General Manager
Marketing and Communications
Volkswagen Group Singapore
