Audi Q7/Q8 45/50 TDI - New car rejection woes
Discussion
Wanted to highlight some issues with both the Audi network and the latest TDI engines in most larger models.
I collected a new Q7 50 TDI from a main dealer in Kent (I suspect I can't name and shame). I immediately noticed an aggressive hesitation under 2k revs. The car was assessed a few weeks later and diagnosed with a sensor issue (apparently it's a new sensor to meet WTLP emission regulations). The car regularly goes into limp mode, especially when cold. Audi confirm they are aware but have no fix.
After a few weeks of discussions, I rejected the car as faulty. This is where the fun started.
Roll forward nine weeks and the car is at the dealer, I am in a cheap rental and there's no end in sight. The dealer is arguing with Audi UK about who should bear the cost of the repair. They have apparently accepted my rejection but won't return my deposit until they decide the internal cost split between the Audi parties.
I have now purchased a replacement car (not VAG) but can't take delivery as it would need to be insured. I have asked Audi to release me from the PCP agreement so I can transfer insurance but they are refusing until the dealer agrees to take partial cost for the repair. Whilst I understand these conversations need to be had, not sure why I'm held to ransom in the meantime. Nothing has progressed for three weeks with no end in sight. I've asked for a back-stop date but no joy.
So, I guess my message to anyone considering the latest Audi six cylinder diesel......beware!
I collected a new Q7 50 TDI from a main dealer in Kent (I suspect I can't name and shame). I immediately noticed an aggressive hesitation under 2k revs. The car was assessed a few weeks later and diagnosed with a sensor issue (apparently it's a new sensor to meet WTLP emission regulations). The car regularly goes into limp mode, especially when cold. Audi confirm they are aware but have no fix.
After a few weeks of discussions, I rejected the car as faulty. This is where the fun started.
Roll forward nine weeks and the car is at the dealer, I am in a cheap rental and there's no end in sight. The dealer is arguing with Audi UK about who should bear the cost of the repair. They have apparently accepted my rejection but won't return my deposit until they decide the internal cost split between the Audi parties.
I have now purchased a replacement car (not VAG) but can't take delivery as it would need to be insured. I have asked Audi to release me from the PCP agreement so I can transfer insurance but they are refusing until the dealer agrees to take partial cost for the repair. Whilst I understand these conversations need to be had, not sure why I'm held to ransom in the meantime. Nothing has progressed for three weeks with no end in sight. I've asked for a back-stop date but no joy.
So, I guess my message to anyone considering the latest Audi six cylinder diesel......beware!
10 weeks on and the saga continues.
Audi UK and the dealership are still fighting about who funds the loss. Today I received an email advising the customer services assistant is going on holiday for 10 days and an update will follow on her return. Apparently the supplying dealership will not return her calls so "there's nothing that can be done"
To add further insult, they call and asked for their VW Golf to be returned for a Hyundai. Apparently VAG's rental company (Europcar) no longer stock VAG cars. I'm paying VED on a £55K Q7 and driving around in a zero VED Golf. They refuse to reimburse me for this.
Audi guarantee they will supply a like-for-like car if your Audi breaks down. This is absolute rubbish and is surely mis-selling of their warranty.
I look forward to the day this comedy of errors comes to an end.
Audi UK and the dealership are still fighting about who funds the loss. Today I received an email advising the customer services assistant is going on holiday for 10 days and an update will follow on her return. Apparently the supplying dealership will not return her calls so "there's nothing that can be done"
To add further insult, they call and asked for their VW Golf to be returned for a Hyundai. Apparently VAG's rental company (Europcar) no longer stock VAG cars. I'm paying VED on a £55K Q7 and driving around in a zero VED Golf. They refuse to reimburse me for this.
Audi guarantee they will supply a like-for-like car if your Audi breaks down. This is absolute rubbish and is surely mis-selling of their warranty.
I look forward to the day this comedy of errors comes to an end.
Can you not ask your insurer to mirror as much ncb as they can and take out another policy on the new car, that would get you out of the hire car and into something nicer.
As for the dealer arguing, could you not give them a deadline and then you will take legal action to get your deposit back. Something needs to focus their attention on resolution.
Don't see why you should be caught in the middle of something not your fault.
You could SORN the car at the dealers so you aren't paying VED on it. They can use trade plates if the need to move it.
Obviously keep the loan car and just park it somewhere safe so it will be costing them money.
As for the dealer arguing, could you not give them a deadline and then you will take legal action to get your deposit back. Something needs to focus their attention on resolution.
Don't see why you should be caught in the middle of something not your fault.
You could SORN the car at the dealers so you aren't paying VED on it. They can use trade plates if the need to move it.
Obviously keep the loan car and just park it somewhere safe so it will be costing them money.
Edited by anonymous-user on Friday 11th October 19:09
gottans said:
You could SORN the car at the dealers so you aren't paying VED on it. They can use trade plates if the need to move it.
[/footnote]
You sir are a genius. This option did not occur to me. Many thanks.[/footnote]
I need to check my PCP documents to ensure there's no clause about the car needing to be taxed etc.
Dr G said:
...and how did you pay the deposit? On a card?
Are you already speaking with VWFS and/or the Financial ombudsman?
If the rejection has been accepted in writing it really shouldn't be your problem any more.
Paid the deposit via bank transfer. I've been speaking with VWFS but they are completely unresponsive. They have only communicated via phone and only written emails to say the case is being investigated.Are you already speaking with VWFS and/or the Financial ombudsman?
If the rejection has been accepted in writing it really shouldn't be your problem any more.
I spoke with FCA and Ombudsman. They need to wait eight weeks and will then investigate.
As a secondary issue, I called another Audi dealer and asked about their replacement car policy. The sales exec guaranteed me that a VAG 7 seater would always be delivered if I purchased a new Q7 and it broke down. This is simply not true. IMHO this is mis-selling of warranties. Regardless of the warranty being FOC, it's part of a standard product and needs to be honoured etc.
Dealer finally accepted the car back. VW Financial Services took weeks to cancel the agreement and in the meantime managed to take a further payment (which I now need to chase to get back).
The dealer promised to return my deposit within two days. After continually chasing, they now claim they won't process until the V5 is returned (even though I've transferred ownership back to them as requested). They claim they will refund seven working days after receiving the V5.
We are now 14 weeks since the fault was diagnosed.
I can't name and shame publicly but more than happy to answer any questions about the dealership via PM.
The dealer promised to return my deposit within two days. After continually chasing, they now claim they won't process until the V5 is returned (even though I've transferred ownership back to them as requested). They claim they will refund seven working days after receiving the V5.
We are now 14 weeks since the fault was diagnosed.
I can't name and shame publicly but more than happy to answer any questions about the dealership via PM.
I had a similar experience with rejection of a 2016 Skoda Superb 4x4. I can only describe my experience of the Gloucester based Skoda dealer, VAG and VWFS as truly shocking. The dealer and VWFS were locked in a battle over who had the longest appendage for almost 6 months. Each believed the other should be responsible for taking the hit on the car. My interests were secondary. I simply couldn't understand why a main dealer could not be instructed by its vehicle supplier to do the right thing. I took my case to the Financial Ombudsman whilst in house squabbles continued After a protracted investigation the Ombudsman found in my favour. VWFS accepted I had been treated poorly and apologised and provided some compensation. I had no such apology from the dealer which in my view was the chief protagonist. It had acted appallingly, attempting to play me for a fool, misleading me on its discussions with VWFS, misrepresenting the result of an independent AA inspection in an attempt to rewrite history etc. The Financial Ombudsman urged me to report the dealer to the Motoring Ombudsman on the strength of the evidence it had reviewed as the Financial Ombudsman doesn't report on dealer behaviour. I've not done so as it's painful going back to this place. The stress associated with rejection created all sorts of health issues. VAG needs to review its rejection policy in my view. It isn't customer friendly nor fit for purpose.
To re-open this saga, after over six months I finally received a response from the Financial Ombudsman. I have chased them regularly with little success. Now they ask for me to go back to the start and take a claim against VWFS rather than the dealer. After discussions, it becomes apparent that dealers can falsify finance agreements with no recourse from the FCA or Ombudsman.
I used to feel the regulator was impartial and professional. I won't waste my time with them again.
I used to feel the regulator was impartial and professional. I won't waste my time with them again.
Gassing Station | Audi, Seat, Skoda & VW | Top of Page | What's New | My Stuff