New Q8 damaged on delivery & steering

[goatherder2001]

Had some issues with Audi’s recently! Bought my first Audi ever, a Q5 Vorsprung last December and within a month had to have a repair and then it broke down completely before lockdown and needed an entire new engine so I rejected it. I went back to the same dealership and ordered a Q8 Vorsprung. Lovely car, except someone highlighted a cracked rear number plate and that it had been stuck on. A delivery driver was sent back to mine to drill some new plates on. When I inspected his work I noticed a large scratch around the plate. He said it wasn’t him but I reported to the dealership. They then looked at my original photo I sent them showing the crack and could see the top of the scratch but not the rest. This was only revealed once the stuck on plate was removed. Transpired the sales guy had messed up screwing the plate on, slipped, scratched the car and then tried to cover his tracks by sticking the plate on higher up to cover it. Anyway, this aside the steering was making a loud noise when turning the steering wheel at low speeds. They say it just needed some greasing to resolve. My question is why should it need greasing only 3 weeks into its life? That sounds wrong to me....

[Chipper]

It sounds like you need a different dealer

[stevemcs]

Or buy something other than an Audi

[Daggerpie]

goatherder2001 said:

Transpired the sales guy had messed up screwing the plate on, slipped, scratched the car and then tried to cover his tracks by sticking the plate on higher up to cover it. .

I know this is least of your worries, but I doubt very much a sales guy at an Audi dealership would (or should) be putting the plates on the car.

All sounds a bit fishy to me and whoever put the plate on should have made someone aware of what they did and had it rectified properly, not try covering it up. Surely you could kick up a right stink about this and get some confirmation on whats happening with the rack as well??

[goatherder2001]

Daggerpie said:

goatherder2001 said:

Transpired the sales guy had messed up screwing the plate on, slipped, scratched the car and then tried to cover his tracks by sticking the plate on higher up to cover it. .

I know this is least of your worries, but I doubt very much a sales guy at an Audi dealership would (or should) be putting the plates on the car.

All sounds a bit fishy to me and whoever put the plate on should have made someone aware of what they did and had it rectified properly, not try covering it up. Surely you could kick up a right stink about this and get some confirmation on whats happening with the rack as well??

Well, it’s that or he’s the fall guy because he was let go over it. Apparently he confessed and they were short staffed. I have asked whether they are going to consider some kind of gesture of goodwill for all of this but they haven’t responded. They’ve just said they will correct the paintwork. On the steering issue they’ve just said it’s a grommet which they had to grease and the noise has gone away. They admitted it shouldn’t need greasing and they are perplexed as to why it might be making the noise. Not particularly assuring as no doubt the noise will come back again

[Sheepshanks]

Do they really drill it to attach the plates?

Daughter's SEAT Ateca comes out of the factory with plugs engineered into the hatch and the screws go into those. It seems odd that SEAT would do that and Audi wouldn't.

They still managed to mount it at a jaunty angle though.

[goatherder2001]

Sheepshanks said:

Do they really drill it to attach the plates?

Daughter's SEAT Ateca comes out of the factory with plugs engineered into the hatch and the screws go into those. It seems odd that SEAT would do that and Audi wouldn't.

They still managed to mount it at a jaunty angle though.

Yes, poor turn of phrase by me. It should already be drilled. The sales guy clearly had a special moment

[Daggerpie]

goatherder2001 said:

Daggerpie said:

goatherder2001 said:

Transpired the sales guy had messed up screwing the plate on, slipped, scratched the car and then tried to cover his tracks by sticking the plate on higher up to cover it. .

Well, it’s that or he’s the fall guy because he was let go over it. Apparently he confessed and they were short staffed. I have asked whether they are going to consider some kind of gesture of goodwill for all of this but they haven’t responded. They’ve just said they will correct the paintwork. On the steering issue they’ve just said it’s a grommet which they had to grease and the noise has gone away. They admitted it shouldn’t need greasing and they are perplexed as to why it might be making the noise. Not particularly assuring as no doubt the noise will come back again

I agree, that's not very assuring at all on a prestigious brand new car, especially in your situ with your previous Q5 history as well.

Any pics of the scratch mark, I'm sure alll they'll do is smart repair on it. Admittedly it sounds like it's in a location that's not to bad but really should not have happened in the first place and they SHOULD be bending over backwards to help you.

Would contacting Audi customer services be a better bet or is that what you've done already?

[goatherder2001]

[goatherder2001]

Daggerpie said:

goatherder2001 said:

Daggerpie said:

goatherder2001 said:

Transpired the sales guy had messed up screwing the plate on, slipped, scratched the car and then tried to cover his tracks by sticking the plate on higher up to cover it. .

Well, it’s that or he’s the fall guy because he was let go over it. Apparently he confessed and they were short staffed. I have asked whether they are going to consider some kind of gesture of goodwill for all of this but they haven’t responded. They’ve just said they will correct the paintwork. On the steering issue they’ve just said it’s a grommet which they had to grease and the noise has gone away. They admitted it shouldn’t need greasing and they are perplexed as to why it might be making the noise. Not particularly assuring as no doubt the noise will come back again

I agree, that's not very assuring at all on a prestigious brand new car, especially in your situ with your previous Q5 history as well.

Any pics of the scratch mark, I'm sure alll they'll do is smart repair on it. Admittedly it sounds like it's in a location that's not to bad but really should not have happened in the first place and they SHOULD be bending over backwards to help you.

Would contacting Audi customer services be a better bet or is that what you've done already?

Thanks for this. No, I’ve not contacted Audi customer services. I’ve wanted to give them the chance to rectify and make good, which they are doing but is it too much to expect a goodwill gesture like here’s three years of free servicing to apologise for our sales person who tried to pass the cost of damage onto you?!

[Daggerpie]

Christ, looking at that pic I'd be really pi$$sed, I'd be straight down there demanding to see the dealer princible and seeing what he/she has to say. The fact whoever did it (I don't for one moment believe it was the sales guy that is no longer with them) tried hiding it under the number plate by sticking it on really high is unacceptable. Wouldn't expect that from a Dacia dealership, let alone an Audi, especially on a Q8.

Mistakes happen, it's how it is dealt with that matters. You should not be having to ask them for any favours, they should be presenting you things on a silver platter as an apology.

My advice, speak with the main man down there and if no joy get Audi customer services on the case as an official complaint. You could argue the fact you don't want a brand new car which has been smart repaired, thats not what you are paying for. It's even winding me up and it's not even my car lol..

[goatherder2001]

Daggerpie said:

Christ, looking at that pic I'd be really pi$$sed, I'd be straight down there demanding to see the dealer princible and seeing what he/she has to say. The fact whoever did it (I don't for one moment believe it was the sales guy that is no longer with them) tried hiding it under the number plate by sticking it on really high is unacceptable. Wouldn't expect that from a Dacia dealership, let alone an Audi, especially on a Q8.

Mistakes happen, it's how it is dealt with that matters. You should not be having to ask them for any favours, they should be presenting you things on a silver platter as an apology.

My advice, speak with the main man down there and if no joy get Audi customer services on the case as an official complaint. You could argue the fact you don't want a brand new car which has been smart repaired, thats not what you are paying for. It's even winding me up and it's not even my car lol..

Right, you’ve pumped me up! I try to be chilled out and understanding when mistakes happen, but as someone who faces off to clients, I am shocked at how they expect me to just accept a smart repair and be gone

[Daggerpie]

Go for it, i'm not sure of the legalities but I'm sure if you were not happy to accept a smart repair on it (I wouldn't be on a brand new Q8) they would have to look at other options. This is perhaps where you could come to a compromise if it's considerable hassle to them..

Good luck, let us know how you get on!!

[kilarney]

Just to keep a perspective. Cars are often paint repaired at the factory during production. I have have worked in a major manufactures paint shop as a consultant. So done properly and with some goodwill I would take the car unless for any reason you want out.

[goatherder2001]

Daggerpie said:

Go for it, i'm not sure of the legalities but I'm sure if you were not happy to accept a smart repair on it (I wouldn't be on a brand new Q8) they would have to look at other options. This is perhaps where you could come to a compromise if it's considerable hassle to them..

Good luck, let us know how you get on!!

Wrote them an email last night. No response just just tried calling. Begrudgingly called me back and claimed they were disappointed that the telephone apology wasn't enough?! They then offered £250 to accept the car, otherwise reject it. How much would they typically lose on taking back a car like that?

[Dolf Stoppard]

As has already been said, loads of cars get smart repairs before being sold on - even brand new ones. If the dealer had fixed the scratch before handing over the car you'd never have known. Get them to fix it to a standard you're happy with and take the £250.

Yes, rejecting it would probably cost the dealer more, but it also leaves you without a car.

Not defending the dealer at all, but it's offer doesn't seem unreasonable to me.

[Daggerpie]

Dolf Stoppard said:

As has already been said, loads of cars get smart repairs before being sold on - even brand new ones. If the dealer had fixed the scratch before handing over the car you'd never have known. Get them to fix it to a standard you're happy with and take the £250.

They didn't though, they tried craftely hiding it by sticking the number plate up higher up (Very poor show!) and blaming it on a salesman that is no longer with them (big load of BS!!). What else have they tried to hide, that steering noise seems a bit suss as well..

£250.00 is better than nothing but I'd try counter offering for a free service as well or maybe the cost of a detail. Surely Audi customer services might be worth a call first and see what they say, especially under the circumstances of your new Q5 needing a new engine as well.

Rejecting the car is a bit OTT but I know plenty of people who would, and they'd insist on a decent loan car as well.

[goatherder2001]

Daggerpie said:

Dolf Stoppard said:

As has already been said, loads of cars get smart repairs before being sold on - even brand new ones. If the dealer had fixed the scratch before handing over the car you'd never have known. Get them to fix it to a standard you're happy with and take the £250.

I spoke with customer services and they said I had to deal with the dealership direct. TBH I'm so annoyed with how poorly they have handled this, together with the suspect steering issue which I just know will come back again (had this issue before) I am tempted to reject. I wouldn't get a loan car though if I reject, would I?


They didn't though, they tried craftely hiding it by sticking the number plate up higher up (Very poor show!) and blaming it on a salesman that is no longer with them (big load of BS!!). What else have they tried to hide, that steering noise seems a bit suss as well..

£250.00 is better than nothing but I'd try counter offering for a free service as well or maybe the cost of a detail. Surely Audi customer services might be worth a call first and see what they say, especially under the circumstances of your new Q5 needing a new engine as well.

Rejecting the car is a bit OTT but I know plenty of people who would, and they'd insist on a decent loan car as well.

[Daggerpie]

goatherder2001 said:

Daggerpie said:

Dolf Stoppard said:

I spoke with customer services and they said I had to deal with the dealership direct. TBH I'm so annoyed with how poorly they have handled this, together with the suspect steering issue which I just know will come back again (had this issue before) I am tempted to reject. I wouldn't get a loan car though if I reject, would I?

Apart from the scratch and the pi$$ poor dealership, how are you finding the car? Is it yours (PCP, company car etc), how soon could they get you another? It's obviously left a very sticky taste and get the impression you're "not convinced". Rejecting it may be a bit OTT but sometimes if you get the feeling something isn't right, you've gotta go with your gut feeling..

If it's your dream car and you're happy they'll sort the scratch and everythings gonna be fine...then go with it.

You could ask for more details/options if you do reject but I doubt very much they'll go out of their way to be helpful, in fact probably quite the opposite.
It's a tough call but ultimately your decision.

[Dr G]

kilarney said:

Just to keep a perspective. Cars are often paint repaired at the factory during production. I have have worked in a major manufactures paint shop as a consultant. So done properly and with some goodwill I would take the car unless for any reason you want out.

Correct; inspection for and correction of cosmetic defects is part and parcel of new car delivery.

There's a lot of unfair anger and bluster about it and the vast majority of people will never know or notice that their car is not a virgin to the painter's spray gun.