Are all Audi dealers unhelpful?
Discussion
tezzer said:
My daughter, a primary school teacher, and her partner went to look at a new A1 at the weekend. He drives an RS3, looking to change that for an A8, but thats by the by.
They looked at the cars, and went and asked the receptionist if there was a salesman present to assist, she went into the glass fronted office where 4 of them were stood talking. They glanced across, and carried on talking for another 20 minutes, while they looked further at the A1 and A8.
Not one of them ventured out of the office to try and take their money off them £90,000 or so for the 2 cars, not one.
I'm always intrigued by these stories, as I wonder what happened next? You say they stood in the office for another 20 minutes, did you daughter/partner not approach the receptionist again? Did they just walk out after 20 mins? They looked at the cars, and went and asked the receptionist if there was a salesman present to assist, she went into the glass fronted office where 4 of them were stood talking. They glanced across, and carried on talking for another 20 minutes, while they looked further at the A1 and A8.
Not one of them ventured out of the office to try and take their money off them £90,000 or so for the 2 cars, not one.
We had one recently where a customer left us a negative review because they were 'ignored' and 'nobody wanted to take my money' when in reality it was a Saturday afternoon, we were a man short and the rest of us were with people already, the customer had been acknowledged but told we were busy and decided not to wait, but the whole story only came out after the initial declaration of being 'ignored'
I still find it baffling that anyone who works in any commission based job would actively ignore any customer, so hearing that 4 people chose to ignore 2 customers (were they the only customers in the showroom?) looking to buy 2 cars just doesn't sit right.
I'm not saying it's not a true story, but there's 3 sides to every story as I'm sure you're aware.
When I ran a TT and used Audi for servicing, the service was very courteous and helpful and I can't really fault it other than it was pretty expensive.
However, their sales staff were useless in my experience. I was about to change from the TT and asked for a sales rep to show me an S3 and Mk3 TT on the day I was taking my Mk2 TT in for a service. I did this three days in advance to be sure they were ready - turned up in the morning and the sales staff were in a meeting. I was assured I could see someone when I went to pick the TT up in the late afternoon, but when I arrived still no-one from sales (they had all gone home, apparently).
Asked if they could set something up and call me to arrange a convenient time but on the way home I called into the local VW dealership (run by the same company as the Audi franchise as it happens) to inquire about looking at a Golf R and the salesman had me out on a test drive within 20 mins of walking in the door. Audi never got back to me so VW got the sale. I got the impression that Audi thought that the cars sold themselves.
The VW service staff are every bit as good as the Audi ones and VW are slightly cheaper for the same work.
However, their sales staff were useless in my experience. I was about to change from the TT and asked for a sales rep to show me an S3 and Mk3 TT on the day I was taking my Mk2 TT in for a service. I did this three days in advance to be sure they were ready - turned up in the morning and the sales staff were in a meeting. I was assured I could see someone when I went to pick the TT up in the late afternoon, but when I arrived still no-one from sales (they had all gone home, apparently).
Asked if they could set something up and call me to arrange a convenient time but on the way home I called into the local VW dealership (run by the same company as the Audi franchise as it happens) to inquire about looking at a Golf R and the salesman had me out on a test drive within 20 mins of walking in the door. Audi never got back to me so VW got the sale. I got the impression that Audi thought that the cars sold themselves.
The VW service staff are every bit as good as the Audi ones and VW are slightly cheaper for the same work.
swisstoni said:
Dave Hedgehog said:
swisstoni said:
Important to remember that you are buying a lump of engineering.
The attitude of the salesperson who you are unlikely to see ever again in your life is really of no consequence.
do they not get commission on sales? The attitude of the salesperson who you are unlikely to see ever again in your life is really of no consequence.
AllyBassman said:
Agreed,
I'm not saying it's great form from the sales people, but it could have been something urgent. A quick nudge to the receptionist may have all that was needed to get somebody to tend to them.
No doubt they bought the cars from a different dealer and then did doughnuts in the car park of the original Audi dealership?
That was the only missing bit from the story.I'm not saying it's great form from the sales people, but it could have been something urgent. A quick nudge to the receptionist may have all that was needed to get somebody to tend to them.
No doubt they bought the cars from a different dealer and then did doughnuts in the car park of the original Audi dealership?
I do wonder with stories like this at what point is the balance tipped from genuinely being there to make an enquiry or buy a car to looking to be offended / rush back to complain on forums, etc.
And of course in all of these stories the customer was there to do half a million pounds of business and what a shame it is that dealership XYZ down the road got it instead...
...forgetting the fact that if someone was in a dealership to buy a car there and then and they went somewhere else and bought a completely different one (also there and then) then they were either a) not a serious prospect in the first place or was just making a very tentative enquiry or b) the second part of the story also never happened.
romeogolf said:
From experience (albeit not in cars), walk-in enquiries rarely make it to a sale. It's the ones who plan ahead, call to make an appointment, who are more likely to be closed.
Knowing that often sales staff are waiting for their pre-booked appointments to turn up, I wouldn't begrudge a short wait although it would be good for the information to come back via the receptionist that there are no sales staff currently available but if I'd like to leave some details they can call me later in the day etc.
I always just walk-in, never book an appointment.Knowing that often sales staff are waiting for their pre-booked appointments to turn up, I wouldn't begrudge a short wait although it would be good for the information to come back via the receptionist that there are no sales staff currently available but if I'd like to leave some details they can call me later in the day etc.
Most dealers are more than happy to accommodate, except Audi. I have had the same with their sales team and much worse trying to drop an Audi in for a service. Only 1 of 5 service people were checking cars in. I joined a queue of 6 to get my car serviced.
Won’t buy another Audi, truly awful customer service. Compared to any of the Japanese marques they really do have a lot to learn.
Fairly similar tales sadly from my local Bristol Audi and BMW dealerships. From asking at reception then hanging around for 20 mins with no explanation to booking appointment for a car test drive in person only to be told there was no such booking when I turned up and including the every present "arguments" over which car I actually want. If my daughter wanted the A1 don't spend ages trying to push the A3 ....
Since then family has had 3 x Jaguars, 2 Golfs and now a Mclaren.
Never going near them again.
Since then family has had 3 x Jaguars, 2 Golfs and now a Mclaren.
Never going near them again.
Durzel said:
AllyBassman said:
Agreed,
I'm not saying it's great form from the sales people, but it could have been something urgent. A quick nudge to the receptionist may have all that was needed to get somebody to tend to them.
No doubt they bought the cars from a different dealer and then did doughnuts in the car park of the original Audi dealership?
That was the only missing bit from the story.I'm not saying it's great form from the sales people, but it could have been something urgent. A quick nudge to the receptionist may have all that was needed to get somebody to tend to them.
No doubt they bought the cars from a different dealer and then did doughnuts in the car park of the original Audi dealership?
I do wonder with stories like this at what point is the balance tipped from genuinely being there to make an enquiry or buy a car to looking to be offended / rush back to complain on forums, etc.
And of course in all of these stories the customer was there to do half a million pounds of business and what a shame it is that dealership XYZ down the road got it instead...
...forgetting the fact that if someone was in a dealership to buy a car there and then and they went somewhere else and bought a completely different one (also there and then) then they were either a) not a serious prospect in the first place or was just making a very tentative enquiry or b) the second part of the story also never happened.
it is rude, granted, but we don't know what those 4 people were talking about or how important that conversation was.
Taking the story as read I'd be a bit cheesed off but if I was there to actually buy a car then I'd already know why I wanted it and would want to speak to a salesman for the formalities part of it, or I would simply go back to the receptionist during that 20 minutes and remind them that I'm still waiting.
"I know this isn't your fault, but we've been standing here for 20 minutes, is there anyone else available who can speak to us about this car?" to the receptionist.. and it would've been a total non-event. Instead it sounds as if this, and other stories like it, the person is actively looking to be offended by the circumstances.
Taking the story as read I'd be a bit cheesed off but if I was there to actually buy a car then I'd already know why I wanted it and would want to speak to a salesman for the formalities part of it, or I would simply go back to the receptionist during that 20 minutes and remind them that I'm still waiting.
"I know this isn't your fault, but we've been standing here for 20 minutes, is there anyone else available who can speak to us about this car?" to the receptionist.. and it would've been a total non-event. Instead it sounds as if this, and other stories like it, the person is actively looking to be offended by the circumstances.
I'm with the OP on this.
My sister's partners parents went to Audi Cheshire oaks a few years back with the intention of buying a Q5. They waited for over 45 mins and with no sign of any staff wanting a sale from them they headed to Volvo Rybrook Chester and spent near £50k on a well specced up XC60. IMO if I ran a vehicle retail business the income loss due to buyer walkout is staggering, surely there are people who are meant to be doing figures to make sure it happens rarely!
Recently I went to the same Volvo dealer purely to pass some time. It wasn't the warmest of days when we were veiwing used cars outside and a chap came out, offered us a hot drink and said my name is (****) and I'll be inside if you want any help.
That's the sort of service I respect, no hanging around in your face or hounding for a sale which is off putting, just the simple I'm here of you need me give me a shout.
Edited to add that it's not just the loss of a sale, but the servicing and accessories income that are affected also.
My sister's partners parents went to Audi Cheshire oaks a few years back with the intention of buying a Q5. They waited for over 45 mins and with no sign of any staff wanting a sale from them they headed to Volvo Rybrook Chester and spent near £50k on a well specced up XC60. IMO if I ran a vehicle retail business the income loss due to buyer walkout is staggering, surely there are people who are meant to be doing figures to make sure it happens rarely!
Recently I went to the same Volvo dealer purely to pass some time. It wasn't the warmest of days when we were veiwing used cars outside and a chap came out, offered us a hot drink and said my name is (****) and I'll be inside if you want any help.
That's the sort of service I respect, no hanging around in your face or hounding for a sale which is off putting, just the simple I'm here of you need me give me a shout.
Edited to add that it's not just the loss of a sale, but the servicing and accessories income that are affected also.
Edited by XRMike on Tuesday 12th February 17:40
To be fair to Audi it's not only them.
Went into a hyundai dealer 3 weeks ago and told them my requirements but they had a system problem and it was sunday so asked if they could call me.
I'm still waiting.
Meanwhile I've bought a car from a competitor (peugeot) collected it, been back, even had a couple of niggles sorted.
Went into a hyundai dealer 3 weeks ago and told them my requirements but they had a system problem and it was sunday so asked if they could call me.
I'm still waiting.
Meanwhile I've bought a car from a competitor (peugeot) collected it, been back, even had a couple of niggles sorted.
Sheepshanks said:
Surely if these places were routinely as bad as painted they'd be being ripped apart in mystery shopper evaluations?
Or are mystery shppers that obvious? Maybe be useful to know how to impersonate one!
Certainly the Peugeot ones are (and I’d hazard a guess that they all are). And an utter waste of time, but then, Peugeot delight in creating hoops for dealers to leap through, whilst at the same being wholly unable to get the dealerships they run themselves to the top of their charts. Or are mystery shppers that obvious? Maybe be useful to know how to impersonate one!
Why are people so cryptic and guarded re their intent?
Statistically sales to walks in are one of the lowest of any channel. You walk in and stand there like a guppy fish with your mouth flapping while getting flipped off for 20 mins you’re coming across as a bit of a victim.
Why not wait a few minutes and then say politely “hi, I’m here to do a deal today, we’re in danger of going elsewhere due to the wait so if you could get someone to me in the next five minutes I think the outcome will positive”.
Then come b
hing on the internet if you’re ignored.
Statistically sales to walks in are one of the lowest of any channel. You walk in and stand there like a guppy fish with your mouth flapping while getting flipped off for 20 mins you’re coming across as a bit of a victim.
Why not wait a few minutes and then say politely “hi, I’m here to do a deal today, we’re in danger of going elsewhere due to the wait so if you could get someone to me in the next five minutes I think the outcome will positive”.
Then come b
hing on the internet if you’re ignored. 
PAULJ5555 said:
OP did you tell the owner/manager/Audi UK that you bought a Volvo instead and also now that customers were ignored who wanted to spend 90K?
No, if they can't be bothered to interact with potential customers, I sure as hell aren't going to chase them !
No, if they can't be bothered to interact with potential customers, I sure as hell aren't going to chase them !
Edited by PAULJ5555 on Tuesday 12th February 14:24
austinsmirk said:
I went to a car dealership last week. nissan in fact, main dealer. so not dodgy dave's portakabin on an estate.
The salesman had black teeth from I assume many years of fags.
who the hell employs someone like that to be the smiling face of direct customer facing roles ?
I agree with the OP though, I remember going into a dealership- it was too much for the salesmen to shift themselves from stuffing their big fat faces to come and talk to me. it was like watching seals basking on a rock- albeit fat white men cramming bacon sandwiches down their gullets.
and here's poor me, lots of cash in hand ready to buy a car. I don't need finance, I'm not browsing: I'm here to buy a car.
My local Nissan dealers near me (Waltham Abbey and Stamford Hill) are excellent... it depends on the franchise. I went to fix a PC at a Range Rover dealership in Barnet and couldn't wait to get out! So rude, and entitled. Granted, I wasn't there to buy a car, but atmosphere counts for a lot... I lease or buy second hand as I don't want the depreciation. The salesman had black teeth from I assume many years of fags.
who the hell employs someone like that to be the smiling face of direct customer facing roles ?
I agree with the OP though, I remember going into a dealership- it was too much for the salesmen to shift themselves from stuffing their big fat faces to come and talk to me. it was like watching seals basking on a rock- albeit fat white men cramming bacon sandwiches down their gullets.
and here's poor me, lots of cash in hand ready to buy a car. I don't need finance, I'm not browsing: I'm here to buy a car.
Love the analogy of the seals...
Butter Face said:
tezzer said:
My daughter, a primary school teacher, and her partner went to look at a new A1 at the weekend. He drives an RS3, looking to change that for an A8, but thats by the by.
They looked at the cars, and went and asked the receptionist if there was a salesman present to assist, she went into the glass fronted office where 4 of them were stood talking. They glanced across, and carried on talking for another 20 minutes, while they looked further at the A1 and A8.
Not one of them ventured out of the office to try and take their money off them £90,000 or so for the 2 cars, not one.
I'm always intrigued by these stories, as I wonder what happened next? You say they stood in the office for another 20 minutes, did you daughter/partner not approach the receptionist again? Did they just walk out after 20 mins? They looked at the cars, and went and asked the receptionist if there was a salesman present to assist, she went into the glass fronted office where 4 of them were stood talking. They glanced across, and carried on talking for another 20 minutes, while they looked further at the A1 and A8.
Not one of them ventured out of the office to try and take their money off them £90,000 or so for the 2 cars, not one.
We had one recently where a customer left us a negative review because they were 'ignored' and 'nobody wanted to take my money' when in reality it was a Saturday afternoon, we were a man short and the rest of us were with people already, the customer had been acknowledged but told we were busy and decided not to wait, but the whole story only came out after the initial declaration of being 'ignored'
I still find it baffling that anyone who works in any commission based job would actively ignore any customer, so hearing that 4 people chose to ignore 2 customers (were they the only customers in the showroom?) looking to buy 2 cars just doesn't sit right.
I'm not saying it's not a true story, but there's 3 sides to every story as I'm sure you're aware.
They are always there to 'buy' NOW.
Take my cash off me.
90k to spend today.
The reality is they were probably just browsing, not ready to buy at all and were shopping every dealer with a 50 mile radius.
But it makes interesting reading.
Perhaps sales guys were busy, sorting out something that has hit the fan and needing sorting immediately (it does happen).
Urgent meeting?
Or 2 mins before closing time? (which pisses salespeople off big time!)
Our local dealer's lack of service has directly resulted in nearby dealers selling:
Alfa 146 (instead of S3)
SLK (instead of TT)
Saab 9-3 Convertible (instead of A4)
Touareg (instead of A6)
Haven't even managed to get a test drive out of them... so didn't even bother going back to look at what they had last time I ordered a new car.
Alfa 146 (instead of S3)
SLK (instead of TT)
Saab 9-3 Convertible (instead of A4)
Touareg (instead of A6)
Haven't even managed to get a test drive out of them... so didn't even bother going back to look at what they had last time I ordered a new car.
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