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  1. "I WAS not surprised to read about Volkswagen receiving complaints about defective parts ("Volkswagen tops list of complaints about new cars"; May 31). With more Volkswagen cars on the road, I cannot comprehend how defects could have slipped through the cracks, with German technology renowned for its precision and attention to detail. I drive a Volkswagen Polo and had to haul it back to the workshop twice in the first two months after I bought it. The first incident - loud rumbling noises - occurred just two days after I collected my car. I was informed after a thorough inspection that its front suspension was loose. Two months later, I experienced a sudden braking force while driving on the expressway. I had to steer the car away from the divider to avoid an accident, damaging the rims and wheels when they hit a short kerb. When I filed the incident report with Volkswagen, the manager who handled my case told me repeatedly to "touch my heart to reflect" if the problem was with the driver, not the car. I felt ridiculed by this unprofessional company representative. In both cases, Volkswagen reported no technical fault with the car and I had to cover more than $16,000 in repairs. Having bought the car in July 2012, I was not protected under the "lemon law". Volkswagen is no longer what it used to be decades ago, when it was a fledgling continental brand keen to establish an Asian foothold. It is unfortunate that Volkswagen has lost the confidence and brand loyalty of customers like me. How Volkswagen employees communicate with customers also suggests the firm is neglecting the importance of maintaining first-class service standards, which could have differentiated it from other brands. Advertising and marketing campaigns to rejuvenate the Volkswagen brand in Singapore are merely surface improvements. Volkswagen must recognise that great service will leave an impression deeper than any fancy billboard and creative advertisement. Eugene Wong Jin Wei" - ST Forum, PUBLISHED ON JUN 9, 2014 12:05 AM
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