Audi A3 Infotainment fault
Discussion
Hi,
Last year i bought a new Audi A3 S Line saloon. The car has the comfort and sound package which includes the Bang and Olufsen sound system.
The car developed a fault within the first week of ownership.
I set up the system to my own sound preferences but unfortunately the system intermittently defaults back to factory settings after switching the car off and then back on again.
I returned the car to Stirling Audi 3 times before they would recognise that the car had a fault. I spoke to Stirling Audi after sales manager, who told me that the B and O system works in a similar way to stop start where certain conditions tell the system to alter settings. I then asked him why if i set up my car at night in my driveway and then found that in the morning without moving my car the system had resorted to default. His response was to tell me that i should go home and read my car manual to help me understand the system ! Excellent customer service there Stirling Audi
I then contacted Audi customer services who informed me that Audi were aware of this issue and that the fault was a software issue. They told me that if they could not fix the car they would replace it and if they did fix the car they would offer me compensation dependent on timescale.
I have now owned the car for six months and i still have this fault. So what happened to the earlier promises ?
I then sent Audi finance a letter of rejection and they have dismissed my claim. They told me that they had spoken to Stirling Audi and Audi technical who now claim that this problem is a characteristic of the B and O system.
I had earlier been told by all of these parties that it was a software fault.
They have repeatedly dismissed my appeals and have offered me compensation combined with a fix whenever that is found.
I have not accepted their offer as i want my car to work properly and i do not believe that they will come up with a fix.
I reckon that they won't replace the car as they cannot guarantee the replacement will work either. I have asked them to buy the car back off me with no financial penalty which they have also refused to do.
This issue is driving me bonkers and they do not seem to be budging. Consumer advice has offered limited advice but i still cannot get Audi to either repair the car or buy it back.
Has anyone had experience of this problem and does anyone have any advice on this matter either either to fix it or hand it back. Any help would be gratefully appreciated.
Word of warning, stay well clear of Stirling Audi they are a shower of cowboys. My second and definitely my last Audi.
Last year i bought a new Audi A3 S Line saloon. The car has the comfort and sound package which includes the Bang and Olufsen sound system.
The car developed a fault within the first week of ownership.
I set up the system to my own sound preferences but unfortunately the system intermittently defaults back to factory settings after switching the car off and then back on again.
I returned the car to Stirling Audi 3 times before they would recognise that the car had a fault. I spoke to Stirling Audi after sales manager, who told me that the B and O system works in a similar way to stop start where certain conditions tell the system to alter settings. I then asked him why if i set up my car at night in my driveway and then found that in the morning without moving my car the system had resorted to default. His response was to tell me that i should go home and read my car manual to help me understand the system ! Excellent customer service there Stirling Audi
I then contacted Audi customer services who informed me that Audi were aware of this issue and that the fault was a software issue. They told me that if they could not fix the car they would replace it and if they did fix the car they would offer me compensation dependent on timescale.
I have now owned the car for six months and i still have this fault. So what happened to the earlier promises ?
I then sent Audi finance a letter of rejection and they have dismissed my claim. They told me that they had spoken to Stirling Audi and Audi technical who now claim that this problem is a characteristic of the B and O system.
I had earlier been told by all of these parties that it was a software fault.
They have repeatedly dismissed my appeals and have offered me compensation combined with a fix whenever that is found.
I have not accepted their offer as i want my car to work properly and i do not believe that they will come up with a fix.
I reckon that they won't replace the car as they cannot guarantee the replacement will work either. I have asked them to buy the car back off me with no financial penalty which they have also refused to do.
This issue is driving me bonkers and they do not seem to be budging. Consumer advice has offered limited advice but i still cannot get Audi to either repair the car or buy it back.
Has anyone had experience of this problem and does anyone have any advice on this matter either either to fix it or hand it back. Any help would be gratefully appreciated.
Word of warning, stay well clear of Stirling Audi they are a shower of cowboys. My second and definitely my last Audi.
Maybe threaten them with a County Court action to force them to either repair or replace the entire system or even the car if that is not possible under the consumer protection act 2015. I assume you paid for the B&O system as an extra option and this was invoiced as such so you are legally entitled to having this repaired or replaced.
Geelar34 said:
Thanks for reply folks. I have already threatened them with legal action and they just tell me to bring it on. I will ask them to replace the processor
I've had them say that before, so I did 'bring it on' and then they quickly backed down. The laws on your side....use it or just carry on taking the bull***t. I doubt a new processor will fix it, rather a ECU software fix which will be beyond your average dealer to solve, and would need to be referred back to Audi AG direct (if they can be bothered with the hassle and time involved to do so) if not, then they will just keep fobbing you off.Edited by IJB1959 on Wednesday 3rd May 23:40
Hi the system is losing treble, bass, fader, balance, surround sound and speed related volume. That's regardless of whether I use CD player, I pod, or radio. On the sat nav it affects spoken cues and also fader volume during spoken cues.
On phone it is telephone volume. It still retains tuned radio stations. Thanks
On phone it is telephone volume. It still retains tuned radio stations. Thanks
Thanks Ross,
Business manager from Stirling Audi contacting me tomorrow. Hopefully with some good news. Still bitterly disappointed with their attitude towards this problem. They seem to think it's ok to lie to customers. As I said previously I will never buy another Audi not because of the car but because of Stirling Audis behaviour
Business manager from Stirling Audi contacting me tomorrow. Hopefully with some good news. Still bitterly disappointed with their attitude towards this problem. They seem to think it's ok to lie to customers. As I said previously I will never buy another Audi not because of the car but because of Stirling Audis behaviour
Geelar34 said:
Thanks Ross,
Business manager from Stirling Audi contacting me tomorrow. Hopefully with some good news. Still bitterly disappointed with their attitude towards this problem. They seem to think it's ok to lie to customers. As I said previously I will never buy another Audi not because of the car but because of Stirling Audis behaviour
Bit extreme surely - why not just use a different dealer?Business manager from Stirling Audi contacting me tomorrow. Hopefully with some good news. Still bitterly disappointed with their attitude towards this problem. They seem to think it's ok to lie to customers. As I said previously I will never buy another Audi not because of the car but because of Stirling Audis behaviour
Extremely disappointed with dealer but Audi customer care did not exactly cover themselves in glory either. They were all talk but in reality we're of zero substance. They accepted initially that my car had a software fault but when I sent letter of rejection they colluded with Stirling Audi and the software fault suddenly became a characteristic of the system . Communication from them was zero. They told me initially that they would replace the car if they could not fix it.
I believe that in waiting 6 months still without a fix should have triggered a replacement.
I was more than patient and fair with them, they could at least have returned the courtesy.
Appalling level of service from both parties.
I believe that in waiting 6 months still without a fix should have triggered a replacement.
I was more than patient and fair with them, they could at least have returned the courtesy.
Appalling level of service from both parties.
Geelar34 said:
I believe that in waiting 6 months still without a fix should have triggered a replacement.
I was more than patient and fair with them, they could at least have returned the courtesy.
Appalling level of service from both parties.
Not speaking with you isn't on and is particularly unfair when large sums of money are involved.I was more than patient and fair with them, they could at least have returned the courtesy.
Appalling level of service from both parties.
Whilst irritating I do feel the need to play devil's advocate a little here; a minor software issue isn't really grounds to replace a vehicle. Even if they did replace it (before identifying and sorting the bug) you'd be in a worse place than when you started.
Sorting small problems at massive companies is like teaching an elephant to dance.
I paid over £28000 for this car including the
B & O system. The infotainment system has not worked properly since day one. Driveability has got nothing to do with it. They told me that they would replace the car if ithey could not fix it.
Imagine if the problem was a leaking sunroof
You could still drive the car albeit with a wet backside. Are you honestly telling me you could not reject that car ?
I don't believe that I am being unreasonable in expecting a brand new car to work properly.
B & O system. The infotainment system has not worked properly since day one. Driveability has got nothing to do with it. They told me that they would replace the car if ithey could not fix it.
Imagine if the problem was a leaking sunroof
You could still drive the car albeit with a wet backside. Are you honestly telling me you could not reject that car ?
I don't believe that I am being unreasonable in expecting a brand new car to work properly.
Geelar34 said:
I don't believe that I am being unreasonable in expecting a brand new car to work properly.
You are not but if a replacement vehicle won't fix the issue then it's irrelevant.It sounds as if communication all round has been poor but this isn't uncommon. There is a process for escalating such faults within Audi but if this is exhausted and the fault is inherent you are waiting on a different bit of Audi to fix. Speaking to someone that actually knows about this is or is able to tell you that Audi are aware and working on it is near on impossible.
Understand and sympathise with your frustration but it sounds as if the options were (paraphrased) walk away from the car (that I assume you want) and wash your hands of it or wait for Audi to develop the solution.
Geelar34 said:
I paid over £28000 for this car including the
B & O system. The infotainment system has not worked properly since day one. Driveability has got nothing to do with it. They told me that they would replace the car if ithey could not fix it.
Imagine if the problem was a leaking sunroof
You could still drive the car albeit with a wet backside. Are you honestly telling me you could not reject that car ?
I don't believe that I am being unreasonable in expecting a brand new car to work properly.
No you are not unreasonable at all. Unfortunately, you are going to have to hold them to task legally as mentioned. They HATE bad publicity, so as a possible alternative before having to do this, why not contact BBC watchdog first? https://ssl.bbc.co.uk/programmes/b006mg74/contactB & O system. The infotainment system has not worked properly since day one. Driveability has got nothing to do with it. They told me that they would replace the car if ithey could not fix it.
Imagine if the problem was a leaking sunroof
You could still drive the car albeit with a wet backside. Are you honestly telling me you could not reject that car ?
I don't believe that I am being unreasonable in expecting a brand new car to work properly.
Thanks again for comments folks, really appreciate different perspectives on this problem. I was told on Friday that the Stirling Audi business manager would call me today.
Unfortunately that call has failed to materialise.
That's what I meant about poor customer service and also the lack of communication.
I already have threatened them with bad publicity but that had no affect on them whatsoever. I am so fed up with this I would now happily hand the car back. Unfortunately this request has been rejected as Audi finance as I previously mentioned have been told that fault is now a characteristic of the B&O system.
Now you will maybe understand why I will never buy another Audi.
Unfortunately that call has failed to materialise.
That's what I meant about poor customer service and also the lack of communication.
I already have threatened them with bad publicity but that had no affect on them whatsoever. I am so fed up with this I would now happily hand the car back. Unfortunately this request has been rejected as Audi finance as I previously mentioned have been told that fault is now a characteristic of the B&O system.
Now you will maybe understand why I will never buy another Audi.
I honestly believe your situation has just been handled very backwards by the site in question, coming from someone who works at Audi as a technician, one thing I can say, the cars software issue that HAS been recognised and fixed by factory with a SD Card update to the MMI software that would take 45 min in any dealership. This is a recent software release.
Would try to advise that don't let one dealership put you off a product that is very good but has bad management skills when handling a known issue like this, clearly something that they haven't come across before. obviously no excuse.
Would try to advise that don't let one dealership put you off a product that is very good but has bad management skills when handling a known issue like this, clearly something that they haven't come across before. obviously no excuse.
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