Audi/VAG Customer Services Director - contact details?
Discussion
Long story short, got completely unsatisfactory service from Audi Customer Services, who completely wasted my time and did nothing that I hadn't done myself re a complaint. Even my local Audi dealer said they were surprised at how poor they were. I asked to escalate it, but was told there is no process for that and I should speak to Trading Standards if I wasn't happy (it was re an Audi approved car).
I am not happy, and want to complain. I've only done it twice in my (fairly long) life, but a letter (probably email these days...) to the top seems to get action.
So does anyone know who the current Audi (VAG?) Customer Services Director is? Google throws up some names, but not always the same ones, and I don't know which is the current one.
Thanks.
I am not happy, and want to complain. I've only done it twice in my (fairly long) life, but a letter (probably email these days...) to the top seems to get action.
So does anyone know who the current Audi (VAG?) Customer Services Director is? Google throws up some names, but not always the same ones, and I don't know which is the current one.
Thanks.
Dr G said:
I hate to say it but Twitter appears to work best.
"@Audi_UK I have a problem and neither dealer or customer service are helping me. I wish to elevate the complaint."
Yeah I did think that. But I'm not on twitter, and thought do I really want/need to register just to get a satisfactory response? (yes you do, is probably the answer)."@Audi_UK I have a problem and neither dealer or customer service are helping me. I wish to elevate the complaint."
hoegaardenruls said:
The problem lies with the fact that the dealers are franchises, and Customer Service don't have much in the way of teeth, as they have no real influence.
In my experience the promises of the Approved program aren't really worth the paper they're written on..
Nail on the head following an issue with Beadles VW, moving forward, but at times def shows how little the manufacter can sort a dealer.In my experience the promises of the Approved program aren't really worth the paper they're written on..
hoegaardenruls said:
The problem lies with the fact that the dealers are franchises, and Customer Service don't have much in the way of teeth, as they have no real influence.
In my experience the promises of the Approved program aren't really worth the paper they're written on..
Agree with every word of that. Customer Service were just a waste of time - all they did was phone up the dealer and asked what they were prepared to do, they said "nothing", so CS just reported that back to me. No influence whatsoever, complete waste of time. In my experience the promises of the Approved program aren't really worth the paper they're written on..
And yeah "Approved" means nothing.
Damn, looks like I will have to get all "modern" and sign up for Twitter
Still prefer to send an email
(actually, I still like letters 
)hoegaardenruls said:
The problem lies with the fact that the dealers are franchises, and Customer Service don't have much in the way of teeth, as they have no real influence.
Hmmm...VW UK CS said it was unacceptable that the dealer told me our diamond cut alloys weren't corroded enough to be replaced under warranty - they said they're either OK, or they're not. Great, I thought.However, they then told me the decision to replace them rests with the dealer, but if, on receipt at VW, VW say they're OK, then the dealer gets billed for the cost. So guess what the dealers say? Seems a completely ridiculous position to put the dealers in.
Replaced another car recently and the choice was made easier by being able to instantly dismiss VAG from the list.
Dont know about now but in 2009/10 I had cause to interact with Volvo customer services due to the piss poor performance of the Ayr dealer. They didnt get satisfaction from the dealer but did provide £400 of vouchers and a free service all redeemed at the Carlisle dealer who have been ok. In fact good in many respects.
Sheepshanks said:
Hmmm...VW UK CS said it was unacceptable that the dealer told me our diamond cut alloys weren't corroded enough to be replaced under warranty - they said they're either OK, or they're not. Great, I thought.
However, they then told me the decision to replace them rests with the dealer, but if, on receipt at VW, VW say they're OK, then the dealer gets billed for the cost. So guess what the dealers say? Seems a completely ridiculous position to put the dealers in.
Replaced another car recently and the choice was made easier by being able to instantly dismiss VAG from the list.
I think there is definitely an issue between VAG UK and it's dealers at the moment over warranty claims, and it feels the recently VAG are trying to cut costs with the inevitable customer service impact.However, they then told me the decision to replace them rests with the dealer, but if, on receipt at VW, VW say they're OK, then the dealer gets billed for the cost. So guess what the dealers say? Seems a completely ridiculous position to put the dealers in.
Replaced another car recently and the choice was made easier by being able to instantly dismiss VAG from the list.
My experience was an intermittent door locking issue which the service tech managed to repeat and documented as requiring replacing the mechanism. It was an order-in part so when it went back in to be done it couldn't be repeated again and the warranty claim wasn't allowed - to their credit the dealer agreed it was a ridiculous response, changed it anyway and took it up with Audi without impacting me.
I remember reading a while ago that Lexus identified they get far more repeat custom from owners who's car has an issue and it is resolved with gold standard service than owners who's cars never have an issue - hence the Lexus approach.
Hi. I'm having issues with an 06 Passat TDI automatic which I bought just 5 months ago having driven a manual version from 165K - 265K miles with few problems. I bought from someone I know and didn't research the model, having been impressed with VW reliability in the past. Bad move! With no warning, three weeks ago, the car just came to a sudden halt whilst driving along a country lane (thankfully). All the PRNDS lights were flashing and it was also flagging up parking brake failure and engine management problems. It wasn't going anywhere and had to get it picked up by a truck.
Diagnostics have shown a mechatronic unit failure and research revealed that this is a depressingly common fault. I am being quoted £2500 or so to fix it unless I go for reconditioned (which seems like asking for future trouble.
I have approached VW Customer Services, who have apparently won awards(!) but they have been worse than useless - just wasting my time asking for details and saying it's between me and my local VW dealer. Yeah, right - they are really going to help!
I have heard that if you go high enough and push enough you can sometimes get results but not sure where to turn. The car has been regularly serviced and has done around 94K miles.
Can anyone help? I've Googled Alison Jones and I see she's on Linkedin (I'm not as yet) but is that the best way to contact her or will she just ignore me? Should I conact VW in Germany as one person I know has done...?
Stressed, penny-pinched and stuffed without an estate car for transporting my three dogs
Diagnostics have shown a mechatronic unit failure and research revealed that this is a depressingly common fault. I am being quoted £2500 or so to fix it unless I go for reconditioned (which seems like asking for future trouble.
I have approached VW Customer Services, who have apparently won awards(!) but they have been worse than useless - just wasting my time asking for details and saying it's between me and my local VW dealer. Yeah, right - they are really going to help!
I have heard that if you go high enough and push enough you can sometimes get results but not sure where to turn. The car has been regularly serviced and has done around 94K miles.
Can anyone help? I've Googled Alison Jones and I see she's on Linkedin (I'm not as yet) but is that the best way to contact her or will she just ignore me? Should I conact VW in Germany as one person I know has done...?
Stressed, penny-pinched and stuffed without an estate car for transporting my three dogs
BluePassat said:
The car has been regularly serviced and has done around 94K miles.
Presume it's a DSG box of some sort?Has the car always been serviced by main dealers, and has it had the required gearbox fluid changes done at or before the recommended intervals?
If there's a 'no' in there anywhere I suspect the answer will not be what you want to here, given also the age and mileage of the car. If it has full main dealer history and records to show the fluids have been done you 'might' get some goodwill....
Hi. Yes, it's the famous DSG gearbox. Beautiful to drive all the while it works. The service history is good. It's been done every 10K miles, as far as I know by approved dealers, though my mechanic has the book at the moment. The recommended oil change is only advisory, I'm told by the dealership who serviced it in 08 & 09, so I don't think VW can use that as an objection. If they're saying it's crucial, they should make it part of the service schedule.
BluePassat said:
If they're saying it's crucial, they should make it part of the service schedule.
It is.At 9 years old with a full main dealer service history to the letter of the schedule you might get a reduced labour rate and a small contribution towards parts. It has already been 'reasonably durable'.
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