How hard should I be on them?
Discussion
A couple of weeks ago I swapped the 911 for an RS6 in a vain attempt at purchasing a family car. We were at the handover and were running through the internal controls when another customer tapped on the window and said "'av a look at that tyre mate, I wouldn't drive that if I were you"
It didn't help that it was lashing down but it was obvious that the sidewall had failed (new tyre) and there was a bubble about 30mm diameter. The garage exchanged the whole wheel with another RS6 with a view of putting a new tyre on the wheel and then coming to our house and swapping them again.
Anyway, get home put the car away for a week whilst I'm at work, get home Friday night, drag the car out of the garage to find a great puddle of sludge on the floor. On closer inspection the Brake line is leaking on the rear offside caliper. I gingerly take it a couple of miles away to the nearest VAG main dealer where it's been ever since. (11 days) The caliper had failed and will be replaced under warranty but they are struggling to source the Brembo part.
Now I understand that it will all be fixed and they've given me another car to run around in but my concern is that this was an approved Audi vehicle and was supposed to have had the 150 odd point check.
Now, maybe it's a coincidence that the caliper failed, but the tyre sidewall should have been picked up by the fitter let alone the mechanic.
I want to write to Audi direct but am not sure how hard I should come across. I mean anything could have happened, tyre blow out, brakes fail.
Doesn’t help having a 39-week pregnant wife sitting in the car at the time either. Anyway any suggestions will be gratefully received. Not going to name the dealer and to be fair the salesman was a nice bloke and embarrassed about the situation.
It didn't help that it was lashing down but it was obvious that the sidewall had failed (new tyre) and there was a bubble about 30mm diameter. The garage exchanged the whole wheel with another RS6 with a view of putting a new tyre on the wheel and then coming to our house and swapping them again.
Anyway, get home put the car away for a week whilst I'm at work, get home Friday night, drag the car out of the garage to find a great puddle of sludge on the floor. On closer inspection the Brake line is leaking on the rear offside caliper. I gingerly take it a couple of miles away to the nearest VAG main dealer where it's been ever since. (11 days) The caliper had failed and will be replaced under warranty but they are struggling to source the Brembo part.
Now I understand that it will all be fixed and they've given me another car to run around in but my concern is that this was an approved Audi vehicle and was supposed to have had the 150 odd point check.
Now, maybe it's a coincidence that the caliper failed, but the tyre sidewall should have been picked up by the fitter let alone the mechanic.
I want to write to Audi direct but am not sure how hard I should come across. I mean anything could have happened, tyre blow out, brakes fail.
Doesn’t help having a 39-week pregnant wife sitting in the car at the time either. Anyway any suggestions will be gratefully received. Not going to name the dealer and to be fair the salesman was a nice bloke and embarrassed about the situation.
I'd go for the RS6 type approach personally. Yes, there are problems with a process somewhere along the line, and you, as a concerned father to be, would like to help VAG re-engineer the process to ensure the safety of their current and future customers.
Like you said, they have acknowledged the problems, and gone perhaps an extra 500 yards to sort it out, especially the malarkey with the wheels.
Ask to see the evidence of the 150 point check, and to speak to the mechanic concerned. I suspect this initial approach will get you an awful lot further than a shouty one.
Like you said, they have acknowledged the problems, and gone perhaps an extra 500 yards to sort it out, especially the malarkey with the wheels.
Ask to see the evidence of the 150 point check, and to speak to the mechanic concerned. I suspect this initial approach will get you an awful lot further than a shouty one.
One nice letter expressing your concerns, followed swiftly by a telephone call to confirm they are going to (i) fix everything and (ii) restore your confidence in the vehicle by, say, paying for an independent all points inspection or extending your warranty FOC.
If no joy then trading standards, whatever motoring organisation you belong to, solicitors letter to Audi GmbH etc.
If they are running a high profile marketing campaign to reassure customers and then selling dodgy motors they deserve whatever bad publicity they get.
AdrianR
If no joy then trading standards, whatever motoring organisation you belong to, solicitors letter to Audi GmbH etc.
If they are running a high profile marketing campaign to reassure customers and then selling dodgy motors they deserve whatever bad publicity they get.
AdrianR
I think it is pretty appalling that something so basic as this was missed. They were clearly not doing their job properly. I would ask to see evidence of the 150 point check. A calm approach is always best, making clear your suprise that something like this should be over-looked. If you are not satisfied with your treatment and the car after this, then I would complain to Audi Customer Services.
O/T How is Rose? Send her my love and best wishes to both of you.
O/T How is Rose? Send her my love and best wishes to both of you.
EmmaP said:
I think it is pretty appalling that something so basic as this was missed. They were clearly not doing their job properly. I would ask to see evidence of the 150 point check. A calm approach is always best, making clear your suprise that something like this should be over-looked. If you are not satisfied with your treatment and the car after this, then I would complain to Audi Customer Services.
O/T How is Rose? Send her my love and best wishes to both of you.
I agree that it's a bit of a poor show, but let's be honest - we all make genuine mistakes at some point. I imagine the person responsible is probably undergoing a severe beasting for it.
Speak to Audi Customer Services and explain the situation.. leverage the fact that Rose is pregnant, and that you really can't be dealing with this sort of thing. Ask what your options are for returning the vehicle and see how they respond.
As long as they can provide you with adequate transport in the meantime I'd go with the suggestion of getting the warranty increased FOC - or at a bare minimum 12 months cover from when the car is sorted / safe to drive.
Oh, and
to you and Rose. Hope all is well. 
Morning to you both.
Had a call from Audi to say the car is ready and I can pick it up in the morning. I'm going to compose something over the weekend as has been suggested here. Nothing too serious, just reiterating my fears of what could have happened really.
I’m not looking for any financial compensation although I’d be happy if they extended the warranty a little longer. I’ll report back when I get an answer.
Rose is good (the size of a house
) we’ve got 10 days to go before the imminent arrival of the heir to the Krusty Empire. Looking forward to it
ps. Love the new Picky of the VR6 in your profile Em.
>> Edited by krusty on Friday 19th August 11:22
Had a call from Audi to say the car is ready and I can pick it up in the morning. I'm going to compose something over the weekend as has been suggested here. Nothing too serious, just reiterating my fears of what could have happened really.
I’m not looking for any financial compensation although I’d be happy if they extended the warranty a little longer. I’ll report back when I get an answer.
Rose is good (the size of a house
) we’ve got 10 days to go before the imminent arrival of the heir to the Krusty Empire. Looking forward to it ps. Love the new Picky of the VR6 in your profile Em.
>> Edited by krusty on Friday 19th August 11:22
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