Audi Edinburgh
Discussion
The latch broke to my S4 Avant emergency triangle door. This is a flat piece of plastic about 3mm thick 20mm long and 10mm wide. I call Audi Edinburgh, get through to the parts dept, speak to very efficient guy who says they are in stock and he will put one aside for me. Great says I, I will pop up later.
I drive into their car park to be met by one of their parking attendants (I think I saw 3), "how can I help you sir", "Im here to collect a part I ordered" "OK sir park in bay...". I park and go into the main showroom hall to reception, a lady says "How can I help you" " I ordered a part from your parts department, he has put it aside for me". "Thats fine Sir, can I have your name,..... have a seat over there and I will get someone from the parts department to attend to you.
10 minutes later, a young man comes over, asks me to go with him, asks me to sit in front of his desk, he sits and then asks "how can I help you", I repeat what I told the receptionist and so he asks my name, types into the computer, then excuses himself, returns 5 minutes later with said part and tells the cost is £3.99. I ask how he would like me to pay for it and he says a card would be preferable. He goes off to find the portable card reader, returns, we complete the transaction and I leave.
The whole thing had taken approximately 30 minutes! Whatever happened to the parts department counter where you have a 1 to 1 transaction with the storeman and your in and out in 5 minutes! And the overhead for all these extra bodies, their inefficiency and timewasting just beggars belief! Or am I just getting old!
Rant over,
G
I drive into their car park to be met by one of their parking attendants (I think I saw 3), "how can I help you sir", "Im here to collect a part I ordered" "OK sir park in bay...". I park and go into the main showroom hall to reception, a lady says "How can I help you" " I ordered a part from your parts department, he has put it aside for me". "Thats fine Sir, can I have your name,..... have a seat over there and I will get someone from the parts department to attend to you.
10 minutes later, a young man comes over, asks me to go with him, asks me to sit in front of his desk, he sits and then asks "how can I help you", I repeat what I told the receptionist and so he asks my name, types into the computer, then excuses himself, returns 5 minutes later with said part and tells the cost is £3.99. I ask how he would like me to pay for it and he says a card would be preferable. He goes off to find the portable card reader, returns, we complete the transaction and I leave.
The whole thing had taken approximately 30 minutes! Whatever happened to the parts department counter where you have a 1 to 1 transaction with the storeman and your in and out in 5 minutes! And the overhead for all these extra bodies, their inefficiency and timewasting just beggars belief! Or am I just getting old!
Rant over,
G
On a positive note, along the same lines, Mercedes in Dundee,"Hello I need a brake switch," (looked on ebay about £12:00,) yes will be £3:09! "no think it must be different one", hold on I will check, yes there is another listed, I will get it and describe over the phone. Described over the phone, correct one. That will be £9:06, "excellent I'll be down tomorrow". I'll put it to one side for you. Next day, I'm here to collect a part, yes sir here it is. Sorted.
Allandwf said:
On a positive note, along the same lines, Mercedes in Dundee,"Hello I need a brake switch," (looked on ebay about £12:00,) yes will be £3:09! "no think it must be different one", hold on I will check, yes there is another listed, I will get it and describe over the phone. Described over the phone, correct one. That will be £9:06, "excellent I'll be down tomorrow". I'll put it to one side for you. Next day, I'm here to collect a part, yes sir here it is. Sorted.
That would be that dealership's biggest sale that day.I use Audi in Stirling when i'm needing stuff for the S4. Walk in to main showroom, receptionist asks for name and i take a seat. Parts guy come out and you go and sit at desk. Print off invoice and check part, give money and job done. Usually takes 5-10 mins, excellent service and very helpful.
It might be quicker for you to drive through to Stirling next time you need some parts????
It might be quicker for you to drive through to Stirling next time you need some parts????
YES being in the trade i suffer this dailly. my foreman calls the store persons... burger flippers.. this is what british industry is now.. why employ one person when the firm-private or public concern- when three will be better. as an independant garage i watch the pennies, thats not penis... i think these companies say its customer care- bollcocks.over staffed-over budget-over the top- and under quallified... rant over. H
Had to laugh when I read the original post... Nail. Head.
I was dispatched to said dealer on two occasions to pick up some pre-ordered parts and the experience was very different, maybe it's just one of those things. First time, I arrive in a rather grotty Caddy and I'm directed to a space somewhere just south of the airport, walk to the reception wearing dirty jeans and a T shirt and get a "Yes, can I help?" Explian I'm here to collect a part so I'm asked to wait. Parts man arrives, again "Hello? Can I help" Blah blah... parts handed over, there's the door.
Second occasion, arrive in a brand new swanky (with silent 's') A4 Avant S-Line where I'm invited to park pretty much in the showroom. Get out suited and booted to be met with "Good morning, I'm so and so... how may I help today" Again, here to collect a part. No worries, please have a seat, can we get you a coffee etc etc. Salesmen seem to want to be my friend/have I seen the new RS5 yet? Parts man arrives, very efficient/please have a seat/have you had coffee? Yes thanks... jacked up here, won't sleep for a week. Get said parts, leave as a chap holds open the dorr, thanks me for my visit and a cheery wave from Old Albert in the car park who's also busy doing the job the parking sensors should in theory be taking care of.
In short, very polite on both visits but yes, very drawn out process to collect parts. I'm used to arriving, walking to the desk IN the parts department and leaving. As lovely as the new environments are, very clean, clinical and remote from the workings of the dealerships... regardless of the car I drive or the money in my pocket, I much prefer the direct, uncomplicated approach. I'd rather speak to a bloke in a grubby overcoat when it comes to parts and servicing then a clean shaving chap in an expensive suit who looks like a trainee estate agent. However, I guess there's alot of people who want the latter and want to be pampered and fussed over when they visit their dealership of choice.
I would like to go back in with the battered old Volvo wearing my oily overalls and take a seat (on a plastic bag) and then dump a stinking, oily diesel pump on the pristine desk and go "Right pal, it's wan o these f**kers here I'm needin. Mint!" Though I suspect I wouldn't even get that far!
I was dispatched to said dealer on two occasions to pick up some pre-ordered parts and the experience was very different, maybe it's just one of those things. First time, I arrive in a rather grotty Caddy and I'm directed to a space somewhere just south of the airport, walk to the reception wearing dirty jeans and a T shirt and get a "Yes, can I help?" Explian I'm here to collect a part so I'm asked to wait. Parts man arrives, again "Hello? Can I help" Blah blah... parts handed over, there's the door.
Second occasion, arrive in a brand new swanky (with silent 's') A4 Avant S-Line where I'm invited to park pretty much in the showroom. Get out suited and booted to be met with "Good morning, I'm so and so... how may I help today" Again, here to collect a part. No worries, please have a seat, can we get you a coffee etc etc. Salesmen seem to want to be my friend/have I seen the new RS5 yet? Parts man arrives, very efficient/please have a seat/have you had coffee? Yes thanks... jacked up here, won't sleep for a week. Get said parts, leave as a chap holds open the dorr, thanks me for my visit and a cheery wave from Old Albert in the car park who's also busy doing the job the parking sensors should in theory be taking care of.
In short, very polite on both visits but yes, very drawn out process to collect parts. I'm used to arriving, walking to the desk IN the parts department and leaving. As lovely as the new environments are, very clean, clinical and remote from the workings of the dealerships... regardless of the car I drive or the money in my pocket, I much prefer the direct, uncomplicated approach. I'd rather speak to a bloke in a grubby overcoat when it comes to parts and servicing then a clean shaving chap in an expensive suit who looks like a trainee estate agent. However, I guess there's alot of people who want the latter and want to be pampered and fussed over when they visit their dealership of choice.
I would like to go back in with the battered old Volvo wearing my oily overalls and take a seat (on a plastic bag) and then dump a stinking, oily diesel pump on the pristine desk and go "Right pal, it's wan o these f**kers here I'm needin. Mint!" Though I suspect I wouldn't even get that far!
Edited by Davie on Thursday 29th September 12:39
I can only concur with the comments above. I visited this dealership a while back as I was looking at an A6 Allroad that they were selling.
Was led the up the same merry path with the parking attendant/receptionist whilst waiting for a salesman. Eventually I ran out of patience and left my business card with the receptionist, with her promising a call from the salesman.
The call never arrived and I bought a Range Rover instead.
Customer service ? It's more than a cup of coffee in a gleaming showroom.
Was led the up the same merry path with the parking attendant/receptionist whilst waiting for a salesman. Eventually I ran out of patience and left my business card with the receptionist, with her promising a call from the salesman.
The call never arrived and I bought a Range Rover instead.
Customer service ? It's more than a cup of coffee in a gleaming showroom.
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