Disgusted with Audi customer service !!!!!
Discussion
Firstly up until now I have been happy with the customer service I have received from Audi.
However today I called in the dealer to ask how I check the auto gearbox oil level on my car. It is not mentioned in the manual, so I expected "Oh it's XXXXX at the front / rear of the box sir".
Instead "Sorry sir I can not tell you"
Me "What, don't you know?"
"Yes sir, but we are not allowed to tell you"
Me "What?"
"We can refer you to this website - www.audistandards.co.uk"
So I go on the site. mmmmm, nothing on here but a number. I call it.
"Sorry sir the site you need is www.erwin.audi.com"
I search through the site and see a manual for the autogearbox - €18.40. Wonder whether I need this one or the Maintenance one also €18.40.
So Audi are not allowed to tell you how to check your autogearbox oil level, but they will sell you the info!
Amazingly this happens the same day I test a Chrysler Crossfire. I was going to be looking at a new A3 or TT too.
However today I called in the dealer to ask how I check the auto gearbox oil level on my car. It is not mentioned in the manual, so I expected "Oh it's XXXXX at the front / rear of the box sir".
Instead "Sorry sir I can not tell you"
Me "What, don't you know?"
"Yes sir, but we are not allowed to tell you"
Me "What?"
"We can refer you to this website - www.audistandards.co.uk"
So I go on the site. mmmmm, nothing on here but a number. I call it.
"Sorry sir the site you need is www.erwin.audi.com"
I search through the site and see a manual for the autogearbox - €18.40. Wonder whether I need this one or the Maintenance one also €18.40.
So Audi are not allowed to tell you how to check your autogearbox oil level, but they will sell you the info!
Amazingly this happens the same day I test a Chrysler Crossfire. I was going to be looking at a new A3 or TT too.
Yes the cars are so good that my wifes 6 weeks old A3 2.0 TDI has been off the road for 3 weeks allegedly waiting for a part and the 1.9TDi courtesy car has also been changed due to a non start problem also both these cars have the low speed steering grinding noise that seems to be common on these that audi have in the words of the dealer " no idea how to fix " .So yes fantastic
I'm not one to support Audi normally, but could this be a liability issue, i.e they tell you something, which goes wrong and you sue for damages on the basis they told you what to do?
My most recent experience was a real
, i.e. my A4 needed it's first MOT and I was expecting to have to fork out, as you always do with Audi servicing... but to my surprise it cost me a grand total of £22.08, and they even washed and valeted it!!
My most recent experience was a real
, i.e. my A4 needed it's first MOT and I was expecting to have to fork out, as you always do with Audi servicing... but to my surprise it cost me a grand total of £22.08, and they even washed and valeted it!! Red V8 said:
I'm not one to support Audi normally, but could this be a liability issue, i.e they tell you something, which goes wrong and you sue for damages on the basis they told you what to do?
I accept that if I asked how to change the brakes, they would not want to risk liability.
But "Where is the Gearbox oil level plug?"
Every other car I have owned has told you in the manual!
, can I have 50% discount on servicing please?Here is my experience with [an audi dealer], their customer service must possibly be the worst customer service that I have ever encountered, stating that the customer service from [an audi dealer] is poor in an understatement:
xxxxxxxxxxx
Audi UK
Yeomans Drive
Blakelands
Milton Keynes
MK14 5AN
Case Ref:73255
Registration: XXXXXXXX
Dear Mr. Hicks,
I need to bring to your attention a lack of service which I have received from [an audi dealer].
On 15 June 2007 I purchased an Audi Q7 and immediately upon taking delivery of the vehicle I noticed the tailgate would not close using the automatic boot closure system. I reported this to the supplying dealer, [another audi dealer], who arranged to collect the vehicle and have it repaired.
The repairs were completed by [another audi dealer] however the fault was still present and upon first use the tailgate would still not close automatically. I reported this to [another audi dealer] and they advised me to take it to my local Audi centre.
The vehicle was booked in for the remedial work in mid-august and the vehicle was returned to me after a period of 3 days. However, on picking up the vehicle, I realised that the same fault was present and the following damage had been caused to the vehicle:
(1) Roof lining had been damaged and had a substantial amount of dirt on it;
(2) Both airbag protection signs were hanging from the rear pillars;
(3) The rear pillars had screwdriver marks on them where the airbag badges were hanging out; and
(4) The protector covers on the hinges of the door were not fitted back to the vehicle and were left on the boot floor.
All these faults were reported to the service advisor, xxxxx, over the phone immediately. Furthermore, at the request of xxxx, the vehicle was taken for inspection to the dealership by me the following day to be inspected by [an audi dealer].
The Q7 technician, xxxxx, came to view the vehicle. He checked the vehicle and advised me that the fault was still present and he clearly stated that when their technicians were checking the motors in the roof they had obviously damaged and dirtied the roof lining and rear pillars and must have forgotten to replace the rear boot door hinge covers. I asked why the trim had not been attached and he could not say why that was but he did state that this was unacceptable service I had received from the dealer and that I should rebook the vehicle for the remedial work which now included fixing the damage mentioned above.
The vehicle was once again booked for the rectification work, with some additional remedial work that was required due to an issue with the steering wheel. I was advised the work had been completed and I duly went to collect my vehicle. I checked the work while I was with the dealer and the tailgate would still not operate. The damage mentioned above had not been rectified either and they had not fixed the issue with the steering wheel. xxxxxx was lost for words and again called out xxxxxxxx. They attempted to fix the vehicle whilst I was waiting but, unsurprisingly, they were unable to correct this fault. I should highlight that they had not attempted to put right the damage described above and at this time claimed they had forgotten to carryout this additional rectification work.
I rebooked the vehicle in again and this time I spoke with xxxxxxxxxx, the Service Manager, who assured me that they would fix these issues and they would need further assistance from the Audi technical department. I waited another month as xxxxxx informed me that he could not get a positive response from the Audi technical department in relation to finding a solution for the automatic boot closure system. Finally, in November, I was informed that a software fix was now available. The vehicle was with the dealer for approximately one month and I was informed that all the faults on the vehicle had been fixed. The vehicle was delivered to me as the dealer wanted his courtesy vehicle back immediately. The vehicle was dropped of by a Toyota Jemca representative.
Upon testing the boot closure system, to my surprise, I once again found that the automated boot closure system was not working and I reported this to xxxxx. Furthermore, there was a stone chip / paint missing on the front bumper and this was also reported this to xxxxx and xxxxxx. At this time I informed the dealer that I was not able to take the vehicle to them as I was travelling abroad for ten days. I should also point out that the damage caused by the dealership mentioned above had not been fixed.
On my return, I was told by xxxxxxxxx, head of business, very clearly that all the alleged damaged I had reported to them not been caused by them and if I wished to pursue this matter further I would need to take legal action against the dealership. As you may sympathise, I was shocked by his comments on the basis that I have had the vehicle for over 7 months and it has had a fault from the start which prevents the boot lid from being closed using the automatic boot closure system and I would also like to point out that due to the tension of the motors it is very difficult (impossible in the case of my wife) to close the boot lid manually. Furthermore, this saga has resulted in substantial damage to my vehicle and to resolve all these issues the dealer is now suggesting I take them to court having failed to resolve these issue amicably.
I am writing to you to inform you that I have purchased a £40k vehicle in good faith from an Audi Dealer. I would like to ask you or not you think I deserve a certain level of respect and customer service from your Audi Dealer network when I require service?
All I ask is that the issues with my vehicle be resolved. I read in the national press that Audi UK have won a recent award for the most improved customer service and I find this to be a great achievement and I genuinely hope that this service can be extended to myself.
I have also been communicating with xxxxxxxxxx on the Audi customer services team and even he has been unable to get in touch with xxxxxxxx or xxxxxxx for days and, in fact, he rang me to tell me that they do not return his calls. I have found that the Audi customer services department has not been helpful to me and they have stated that they are unable to assist me further with the issues I am having with the vehicle and the dealer. The case was escalated to xxxxxxxxxx without any positive outcome.
I do not wish to go down the legal route as it will be a costly and time consuming exercise for all parties concerned however from the lack of resolve I have received from the dealer network I seem to have exhausted all possibilities and pursuing the legal route seems to be my only option but I do hope it does not come to this and a solution can be found presumably by your intervention.
As the vehicle has effectively been unusable in terms of carrying any load, I would request you to reply to me within 7 days before I commence legal action against [an audi dealer]. Finally, I would like to inform you that Auto Express Watchdog department has been sent all correspondence in relation to this case and they are the ones that suggested we write to you before taking legal action.
Yours sincerely,
MOD EDIT: Please dont name and shame, its against the rules of posting you agreed to when you signed up. Thanks.
xxxxxxxxxxx
Audi UK
Yeomans Drive
Blakelands
Milton Keynes
MK14 5AN
Case Ref:73255
Registration: XXXXXXXX
Dear Mr. Hicks,
I need to bring to your attention a lack of service which I have received from [an audi dealer].
On 15 June 2007 I purchased an Audi Q7 and immediately upon taking delivery of the vehicle I noticed the tailgate would not close using the automatic boot closure system. I reported this to the supplying dealer, [another audi dealer], who arranged to collect the vehicle and have it repaired.
The repairs were completed by [another audi dealer] however the fault was still present and upon first use the tailgate would still not close automatically. I reported this to [another audi dealer] and they advised me to take it to my local Audi centre.
The vehicle was booked in for the remedial work in mid-august and the vehicle was returned to me after a period of 3 days. However, on picking up the vehicle, I realised that the same fault was present and the following damage had been caused to the vehicle:
(1) Roof lining had been damaged and had a substantial amount of dirt on it;
(2) Both airbag protection signs were hanging from the rear pillars;
(3) The rear pillars had screwdriver marks on them where the airbag badges were hanging out; and
(4) The protector covers on the hinges of the door were not fitted back to the vehicle and were left on the boot floor.
All these faults were reported to the service advisor, xxxxx, over the phone immediately. Furthermore, at the request of xxxx, the vehicle was taken for inspection to the dealership by me the following day to be inspected by [an audi dealer].
The Q7 technician, xxxxx, came to view the vehicle. He checked the vehicle and advised me that the fault was still present and he clearly stated that when their technicians were checking the motors in the roof they had obviously damaged and dirtied the roof lining and rear pillars and must have forgotten to replace the rear boot door hinge covers. I asked why the trim had not been attached and he could not say why that was but he did state that this was unacceptable service I had received from the dealer and that I should rebook the vehicle for the remedial work which now included fixing the damage mentioned above.
The vehicle was once again booked for the rectification work, with some additional remedial work that was required due to an issue with the steering wheel. I was advised the work had been completed and I duly went to collect my vehicle. I checked the work while I was with the dealer and the tailgate would still not operate. The damage mentioned above had not been rectified either and they had not fixed the issue with the steering wheel. xxxxxx was lost for words and again called out xxxxxxxx. They attempted to fix the vehicle whilst I was waiting but, unsurprisingly, they were unable to correct this fault. I should highlight that they had not attempted to put right the damage described above and at this time claimed they had forgotten to carryout this additional rectification work.
I rebooked the vehicle in again and this time I spoke with xxxxxxxxxx, the Service Manager, who assured me that they would fix these issues and they would need further assistance from the Audi technical department. I waited another month as xxxxxx informed me that he could not get a positive response from the Audi technical department in relation to finding a solution for the automatic boot closure system. Finally, in November, I was informed that a software fix was now available. The vehicle was with the dealer for approximately one month and I was informed that all the faults on the vehicle had been fixed. The vehicle was delivered to me as the dealer wanted his courtesy vehicle back immediately. The vehicle was dropped of by a Toyota Jemca representative.
Upon testing the boot closure system, to my surprise, I once again found that the automated boot closure system was not working and I reported this to xxxxx. Furthermore, there was a stone chip / paint missing on the front bumper and this was also reported this to xxxxx and xxxxxx. At this time I informed the dealer that I was not able to take the vehicle to them as I was travelling abroad for ten days. I should also point out that the damage caused by the dealership mentioned above had not been fixed.
On my return, I was told by xxxxxxxxx, head of business, very clearly that all the alleged damaged I had reported to them not been caused by them and if I wished to pursue this matter further I would need to take legal action against the dealership. As you may sympathise, I was shocked by his comments on the basis that I have had the vehicle for over 7 months and it has had a fault from the start which prevents the boot lid from being closed using the automatic boot closure system and I would also like to point out that due to the tension of the motors it is very difficult (impossible in the case of my wife) to close the boot lid manually. Furthermore, this saga has resulted in substantial damage to my vehicle and to resolve all these issues the dealer is now suggesting I take them to court having failed to resolve these issue amicably.
I am writing to you to inform you that I have purchased a £40k vehicle in good faith from an Audi Dealer. I would like to ask you or not you think I deserve a certain level of respect and customer service from your Audi Dealer network when I require service?
All I ask is that the issues with my vehicle be resolved. I read in the national press that Audi UK have won a recent award for the most improved customer service and I find this to be a great achievement and I genuinely hope that this service can be extended to myself.
I have also been communicating with xxxxxxxxxx on the Audi customer services team and even he has been unable to get in touch with xxxxxxxx or xxxxxxx for days and, in fact, he rang me to tell me that they do not return his calls. I have found that the Audi customer services department has not been helpful to me and they have stated that they are unable to assist me further with the issues I am having with the vehicle and the dealer. The case was escalated to xxxxxxxxxx without any positive outcome.
I do not wish to go down the legal route as it will be a costly and time consuming exercise for all parties concerned however from the lack of resolve I have received from the dealer network I seem to have exhausted all possibilities and pursuing the legal route seems to be my only option but I do hope it does not come to this and a solution can be found presumably by your intervention.
As the vehicle has effectively been unusable in terms of carrying any load, I would request you to reply to me within 7 days before I commence legal action against [an audi dealer]. Finally, I would like to inform you that Auto Express Watchdog department has been sent all correspondence in relation to this case and they are the ones that suggested we write to you before taking legal action.
Yours sincerely,
MOD EDIT: Please dont name and shame, its against the rules of posting you agreed to when you signed up. Thanks.
Edited by Plotloss on Thursday 14th February 00:48
Audiwarrantyguy said:
Stuff
What a charming attitude.Given your location its fairly obvious that you dont work for Audi UK and have no direct connection with them.
Do you wonder why, with an attitude such as that, that certain dealers within the network have an appalling customer service record?
Shocking, frankly.
I'm going to place money that Audi HQ will be on to PH very very soon 
But until that time...
Number 1 I can understand. Although seemingly silly, you can see why Audi's legal eagles have made such a call.
But, number 2. You have made a grave mistake of not recognising the difference between the initial purchase of the car and the ongoing service of maintenance/repairs. It is not our (the Audi owners) job to keep you in business. It's not our responsibility. It's your responsibilty to provide a service that brings people back. To think otherwise would be naive to the extreme.
But until that time...
Number 1 I can understand. Although seemingly silly, you can see why Audi's legal eagles have made such a call.
But, number 2. You have made a grave mistake of not recognising the difference between the initial purchase of the car and the ongoing service of maintenance/repairs. It is not our (the Audi owners) job to keep you in business. It's not our responsibility. It's your responsibilty to provide a service that brings people back. To think otherwise would be naive to the extreme.
Audiwarrantyguy said:
just because it is an audi badge on the front that does not mean we are responsible for your car.
Hmmm - where have I heard that statement before? I know, talking to SEAT UK, about how crap their dealer is (started from SEAT's refusal to cover a failed item under goodwill).I guess the VAG training course is at least consistent. Quite handy really - it enables me to eliminate a whole load of potential candidates for our family fleet in one fell swoop.
ks every time I turned up I woudl still not buy a Chrysler CrossfireGassing Station | Audi, Seat, Skoda & VW | Top of Page | What's New | My Stuff