Audi Customer Service
Discussion
Hi All,
Rejoined again today as this seems the busiest place and the best place to get an answer to my questions. I won't bore you with all the details, but heres some basics.
I collected my 2010 A5 back in June. It was the car being driven by the sales manager at the time and was collected with 1800 miles on it.
And now for the rant.
The car has currently been away since the 25th of November for them to diagnose the oil consumption issue (7 litres in 5000 miles), a problem I was told was completely normal up until 12000-15000 miles. Having been in there twice to collect 2 courtesy cars, they have told me that worst case scenario which is now looking likely is a new engine. Audi apparently don't care about diagnosing and fixing a problem when they can change the engine for less money. At the same time they were to replace the sideskirt which was damaged.
But that's not the main issue.
1. Service people in Audi will not return phonecalls, I always have to ring them 2 or 3 times to get speaking the person I want to.
2. They first supplied an A4 Avant, bog standard. Not a big issue you might think, but they promised a vehicle of equal specification which this isnt.
3. Neither is the A5 Sportback I've had since 05/12. Both these cars come with Audi insurance with an excess of £500 in the event of an accident,, therefore, I havent left the house when it was snowing from fear of someone hitting it and costing me £500 before Christmas.
4. Before collecting the first courtesy car, me and the wife were left standing outside work for 45 minutes waiting on the taxi they had called to collect us at 5pm. When I asked the taxi driver, he was able to check that there had been no other calls from Audi to them for a 5pm collection.
5. Get a call on 23/12 to tell me that they have not been able to put any miles on my car. Their plan is to give it to an Audi Mastertech who will top the oil, drive it home and check the levels every night. One lives in Gilford, the other in Newcastle and due to snow and icy conditions, the car hasn't left Belfast.
6. The car was then due to be driven round Belfast by one of their drivers, and oil levels checked every night. Due to snow and icy conditions, the car never left the dealership.
7. During the phonecall 23/12 the service guy mentioned that the skirt had still not been repaired, and due to cold conditions the bonder wouldn't cure but if I wanted, I could have come and collected the vehicle for use over the Christmas period. I would then have to return to get the oil consumption issue rechecked. Must be doing the bodywork in an arctic freezer.
All in all, total mess. I am thoroughly unhappy about the level of service I have received and have told them that. I was assured "they would sort me out" but I am not pleased about having a 6 month old car with a new engine. In terms of resale value, this would put me off despite being a dealer repair.
A5 most unreliable car? So far, yes, but the aftersales service has been 1000 times worse.
So where does this leave me? Am I bound to accept a car that cost me a lot of money and accept the fact I'll have to take the hit come resale time? Dont get me wrong, I love the car, I really like it, but I dont want my heart to cloud my head when it comes to moving it on.
Sorry for the longest, most boring introduction post ever, but can anyone shed any light?
Rejoined again today as this seems the busiest place and the best place to get an answer to my questions. I won't bore you with all the details, but heres some basics.
I collected my 2010 A5 back in June. It was the car being driven by the sales manager at the time and was collected with 1800 miles on it.
And now for the rant.
The car has currently been away since the 25th of November for them to diagnose the oil consumption issue (7 litres in 5000 miles), a problem I was told was completely normal up until 12000-15000 miles. Having been in there twice to collect 2 courtesy cars, they have told me that worst case scenario which is now looking likely is a new engine. Audi apparently don't care about diagnosing and fixing a problem when they can change the engine for less money. At the same time they were to replace the sideskirt which was damaged.
But that's not the main issue.
1. Service people in Audi will not return phonecalls, I always have to ring them 2 or 3 times to get speaking the person I want to.
2. They first supplied an A4 Avant, bog standard. Not a big issue you might think, but they promised a vehicle of equal specification which this isnt.
3. Neither is the A5 Sportback I've had since 05/12. Both these cars come with Audi insurance with an excess of £500 in the event of an accident,, therefore, I havent left the house when it was snowing from fear of someone hitting it and costing me £500 before Christmas.
4. Before collecting the first courtesy car, me and the wife were left standing outside work for 45 minutes waiting on the taxi they had called to collect us at 5pm. When I asked the taxi driver, he was able to check that there had been no other calls from Audi to them for a 5pm collection.
5. Get a call on 23/12 to tell me that they have not been able to put any miles on my car. Their plan is to give it to an Audi Mastertech who will top the oil, drive it home and check the levels every night. One lives in Gilford, the other in Newcastle and due to snow and icy conditions, the car hasn't left Belfast.
6. The car was then due to be driven round Belfast by one of their drivers, and oil levels checked every night. Due to snow and icy conditions, the car never left the dealership.
7. During the phonecall 23/12 the service guy mentioned that the skirt had still not been repaired, and due to cold conditions the bonder wouldn't cure but if I wanted, I could have come and collected the vehicle for use over the Christmas period. I would then have to return to get the oil consumption issue rechecked. Must be doing the bodywork in an arctic freezer.
All in all, total mess. I am thoroughly unhappy about the level of service I have received and have told them that. I was assured "they would sort me out" but I am not pleased about having a 6 month old car with a new engine. In terms of resale value, this would put me off despite being a dealer repair.
A5 most unreliable car? So far, yes, but the aftersales service has been 1000 times worse.
So where does this leave me? Am I bound to accept a car that cost me a lot of money and accept the fact I'll have to take the hit come resale time? Dont get me wrong, I love the car, I really like it, but I dont want my heart to cloud my head when it comes to moving it on.
Sorry for the longest, most boring introduction post ever, but can anyone shed any light?
In fairness to the dealer, they wouldn't want to have an accident in a customers car.
With regards to the loan car, i think they have been more than fair with both the A4 and A5 Sportback.
The weather hasn't helped to identify the problem so i'd give them until the weather improves before getting too irate.
The service department not returning calls is a big bugbear though, it's something that we've worked very hard at keeping customers informed and up to date.
With regards to the loan car, i think they have been more than fair with both the A4 and A5 Sportback.
The weather hasn't helped to identify the problem so i'd give them until the weather improves before getting too irate.
The service department not returning calls is a big bugbear though, it's something that we've worked very hard at keeping customers informed and up to date.
I didnt realise snow stopped people from working on fitting a sideskirt? Must be making them work outside these days.
"When I asked the taxi driver, he was able to check that there had been no other calls from Audi to them for a 5pm collection."
No, but it is their fault when they havent actually called the taxi company at all? And they didnt call another one as they only use this one on account.
I have givem them the benefit of the weather, but now all the snow has disappeared, they will now call me tomorrow and ask me to put miles on the car and come back again.
Thinfourth? Did you actually read the OP or just hit reply and go for it? Their insurance excess is £500 on their cars, mine certainly isnt.
naming and shaming please.
"When I asked the taxi driver, he was able to check that there had been no other calls from Audi to them for a 5pm collection."
No, but it is their fault when they havent actually called the taxi company at all? And they didnt call another one as they only use this one on account.
I have givem them the benefit of the weather, but now all the snow has disappeared, they will now call me tomorrow and ask me to put miles on the car and come back again.
Thinfourth? Did you actually read the OP or just hit reply and go for it? Their insurance excess is £500 on their cars, mine certainly isnt.
Edited by RockoA5 on Tuesday 28th December 11:11
naming and shaming please.Edited by Big Al. on Tuesday 28th December 13:46
Transfer the loan car to your own insurance to avoid the excess.
Ring the dealer principal (or general manager) and tell him/her you're thinking of rejecting the car. That should spur some action.
Audi dealers, like VW and SEAT, are noted for being poor at customer service though - after my interaction with them when looking at for a new company car I crossed them off the list. My brother did have an Audi and tried 3 dealers - all where crap. One called his wife a liar when she took his car in and said she'd booked a courtesy car. Faults his car came with were never fixed in the 3 years he had it.
Ring the dealer principal (or general manager) and tell him/her you're thinking of rejecting the car. That should spur some action.
Audi dealers, like VW and SEAT, are noted for being poor at customer service though - after my interaction with them when looking at for a new company car I crossed them off the list. My brother did have an Audi and tried 3 dealers - all where crap. One called his wife a liar when she took his car in and said she'd booked a courtesy car. Faults his car came with were never fixed in the 3 years he had it.
The sales man I bought the car off has always been more than helpful, doesnt mind going the extra mile and has done in the past, we bought a TT off him 3 years ago.
But being in sales, he only gets to hear about my woes when Im in the dealership and tell him. Service people seem more interested in smaller jobs rather than the 2010 car that requires a bloody engine after 6 months.
But being in sales, he only gets to hear about my woes when Im in the dealership and tell him. Service people seem more interested in smaller jobs rather than the 2010 car that requires a bloody engine after 6 months.
I've had a TT for 4 years, and have had my share of dealings with Audi.
My opinion on your points:
1. Similar experience to me. Also similar to BMW in my previous experience. It's not great.
2. Do you think they have lots of loaner vehicles laying about? I think they are doing their best.
3. Do you honestly expect them to have a car with your exact spec laying about just in case you have a problem? I'd say you need to get real about this.
On the insurance point, there's nothing your dealer can do about that.
4. It's unclear what your problem is with this. Are you unhappy about being outside? (How about waiting inside?)
5 and 6 are the same thing. For the record, most car companies will avoid using the roads when advised by the police not to. The managers at the dealership are personally responsible for the safety of their reportees under the law. If I were a manager of a car dealership and the roads were in a bad condition, I'd tell them not to drive where not absolutely essential.
7. Presumably the service bays aren't heated - I've never been in one that was. Presumably the glue they use doesn't work as needed at cold temperatures. What would you rather they do about this?
Overall, I'd agree that the service staff aren't always the most communicative people, but for the rest of the points I honestly think your expectations are unrealistic.
C
My opinion on your points:
1. Similar experience to me. Also similar to BMW in my previous experience. It's not great.
2. Do you think they have lots of loaner vehicles laying about? I think they are doing their best.
3. Do you honestly expect them to have a car with your exact spec laying about just in case you have a problem? I'd say you need to get real about this.
On the insurance point, there's nothing your dealer can do about that.
4. It's unclear what your problem is with this. Are you unhappy about being outside? (How about waiting inside?)
5 and 6 are the same thing. For the record, most car companies will avoid using the roads when advised by the police not to. The managers at the dealership are personally responsible for the safety of their reportees under the law. If I were a manager of a car dealership and the roads were in a bad condition, I'd tell them not to drive where not absolutely essential.
7. Presumably the service bays aren't heated - I've never been in one that was. Presumably the glue they use doesn't work as needed at cold temperatures. What would you rather they do about this?
Overall, I'd agree that the service staff aren't always the most communicative people, but for the rest of the points I honestly think your expectations are unrealistic.
C
the insurance excess isn't high for a trade policy, i've worked in places with a £1000+ excesses.
if you want to insure almost any car for anyone to drive you will probably have a large excess.
On the other side though, i've had enquiries on audis from northern ireland (and i have worked for audi centres in different parts on britain) because of the customer service issues over there... something to do with their monopoly perhaps?
if you want to insure almost any car for anyone to drive you will probably have a large excess.
On the other side though, i've had enquiries on audis from northern ireland (and i have worked for audi centres in different parts on britain) because of the customer service issues over there... something to do with their monopoly perhaps?
Deva Link said:
One called his wife a liar when she took his car in and said she'd booked a courtesy car.
A well-known VW dealer not too far away from you managed to lose a driving licence belonging to a customer of mine (who happens to be quite famous). Despite the fact that I'd handed it to a member of staff I was told it was "my word against theirs" until it turned up on a salesman's desk two days later.The old Links Audi in Macclesfield was excellent but sadly disappeared a long time ago.
No, the OP wants a reasonable level of service for the money he has outlayed.
Some answers to your points.
2. Do you think they have lots of loaner vehicles laying about? I think they are doing their best - Not my problem. Their words that the loan vehicle would be of similar spec to my own, not mine.
3. Do you honestly expect them to have a car with your exact spec laying about just in case you have a problem? I'd say you need to get real about this - See above.
On the insurance point, there's nothing your dealer can do about that.
4. It's unclear what your problem is with this. Are you unhappy about being outside? (How about waiting inside?) - Not really applicable since we close @ 5pm, they were to pick us up at 5pm, finally arrived at 545pm
5 and 6 are the same thing. For the record, most car companies will avoid using the roads when advised by the police not to. The managers at the dealership are personally responsible for the safety of their reportees under the law. If I were a manager of a car dealership and the roads were in a bad condition, I'd tell them not to drive where not absolutely essential. - 90% of the rest of country was driving about just fine. I work 5 miles away and was making it into work with no issues.
7. Presumably the service bays aren't heated - I've never been in one that was. Presumably the glue they use doesn't work as needed at cold temperatures. What would you rather they do about this? - I've seen bonder set at minus degrees, so again, not really applicable.
Overall, I'd agree that the service staff aren't always the most communicative people, but for the rest of the points I honestly think your expectations are unrealistic.
Perhaps I am being over expectant with some of my requests, but surely a new car requiring an engine should be their main priority rather than the smaller jobs? Or perhaps I am being naive in thinking that the money I gave them, should equat to a certain level of service from them.
Some answers to your points.
2. Do you think they have lots of loaner vehicles laying about? I think they are doing their best - Not my problem. Their words that the loan vehicle would be of similar spec to my own, not mine.
3. Do you honestly expect them to have a car with your exact spec laying about just in case you have a problem? I'd say you need to get real about this - See above.
On the insurance point, there's nothing your dealer can do about that.
4. It's unclear what your problem is with this. Are you unhappy about being outside? (How about waiting inside?) - Not really applicable since we close @ 5pm, they were to pick us up at 5pm, finally arrived at 545pm
5 and 6 are the same thing. For the record, most car companies will avoid using the roads when advised by the police not to. The managers at the dealership are personally responsible for the safety of their reportees under the law. If I were a manager of a car dealership and the roads were in a bad condition, I'd tell them not to drive where not absolutely essential. - 90% of the rest of country was driving about just fine. I work 5 miles away and was making it into work with no issues.
7. Presumably the service bays aren't heated - I've never been in one that was. Presumably the glue they use doesn't work as needed at cold temperatures. What would you rather they do about this? - I've seen bonder set at minus degrees, so again, not really applicable.
Overall, I'd agree that the service staff aren't always the most communicative people, but for the rest of the points I honestly think your expectations are unrealistic.
Perhaps I am being over expectant with some of my requests, but surely a new car requiring an engine should be their main priority rather than the smaller jobs? Or perhaps I am being naive in thinking that the money I gave them, should equat to a certain level of service from them.
OP - I think you're being a little bit unfair to the Audi dealer.
They have at least given you a decent replacement car. The fact that they can't road test your car due to the current weather conditions isn't exactly their fault, and the fact that the cold conditions prevent the adhesive for the side skirt bonding properly seems to me also reasonable.
What would you have posted here if they had gone ahead and road tested/repaired the car? Here are my predictions:
1. Idiots from Audi crashed my car during road testing. Couldn't they see it was bad weather!
2. Idiots from Audi bodged the repair on my car. The weather was too cold and the glue didn't work!
P.S. I'm not involved in the motor industry (other than as a collector) and I don't work for Audi.
They have at least given you a decent replacement car. The fact that they can't road test your car due to the current weather conditions isn't exactly their fault, and the fact that the cold conditions prevent the adhesive for the side skirt bonding properly seems to me also reasonable.
What would you have posted here if they had gone ahead and road tested/repaired the car? Here are my predictions:
1. Idiots from Audi crashed my car during road testing. Couldn't they see it was bad weather!
2. Idiots from Audi bodged the repair on my car. The weather was too cold and the glue didn't work!
P.S. I'm not involved in the motor industry (other than as a collector) and I don't work for Audi.
Not at all, if the car was sitting outside my house I wouldnt be on here at all.
1. I understand that giving the car to the mastertech wasnt possible due to the roads out in the country.
2. The snow arrived here the week before Christmas, they have had the car since November. More than enough time for someone to put miles on the car prior to the bad weather.
3. As above for the original repairs.
Again, perhaps my anger is being blown out of all proportion and I am in the wrong for being frustrated by the situation.
1. I understand that giving the car to the mastertech wasnt possible due to the roads out in the country.
2. The snow arrived here the week before Christmas, they have had the car since November. More than enough time for someone to put miles on the car prior to the bad weather.
3. As above for the original repairs.
Again, perhaps my anger is being blown out of all proportion and I am in the wrong for being frustrated by the situation.
@RockoA5 - I've tried to put your comments into quotes because where you've been just typing into the main quote block, it's very hard to follow.
If you don't know how, I'd suggest learning how to use the tags like this -
Lots of dealers won't do a like-for-like on a replacement car at all. In my time, the TT has given me the following: none, Q7, A5, A3, A6, A4. I honestly think you're getting a pretty good deal here.
The time your work closes wasn't clear in your post (to me anyway).
Presumably you had to call up Audi to get them to send a taxi at 5.45? (Getting a taxi at all at that time of day may have been hard anyway).
I had the same thing on a BMW test drive. The rationale seems to be (from the Audi Manager's point of view)
I think you're being naive, but more than that, I think you're clever enough to know that you're being unrealistic with some of your complaints above. (I mean, an A5 to the exact same spec as your own car? come on..).
I just think you're pissed off that your car has a problem. It's an expensive item, and you expect it to be wonderful.
Sometimes cars break, or are delivered broken.
That's not the dealers' fault. Remember that they didn't actually make the car. They just catch the st when it goes wrong, for a margin of about 1-2% on each car sold.
C
If you don't know how, I'd suggest learning how to use the tags like this -
[quote=someone's name] Quoted text [/quote]
RockoA5 said:
The OP wants a reasonable level of service for the money he has outlayed.
Some answers to your points.
They haven't exactly put you in a Nissan Micra, have they?Some answers to your points.
CraigyMc said:
2. Do you think they have lots of loaner vehicles laying about? I think they are doing their best -
Not my problem. Their words that the loan vehicle would be of similar spec to my own, not mine.Lots of dealers won't do a like-for-like on a replacement car at all. In my time, the TT has given me the following: none, Q7, A5, A3, A6, A4. I honestly think you're getting a pretty good deal here.
RockoA5 said:
CraigyMc said:
3. Do you honestly expect them to have a car with your exact spec laying about just in case you have a problem? I'd say you need to get real about this
- See above.CraigyMc said:
On the insurance point, there's nothing your dealer can do about that.
RockoA5 said:
CraigyMc said:
4. It's unclear what your problem is with this. Are you unhappy about being outside? (How about waiting inside?)
- Not really applicable since we close @ 5pm, they were to pick us up at 5pm, finally arrived at 545pmPresumably you had to call up Audi to get them to send a taxi at 5.45? (Getting a taxi at all at that time of day may have been hard anyway).
RockoA5 said:
CraigyMc said:
5 and 6 are the same thing. For the record, most car companies will avoid using the roads when advised by the police not to. The managers at the dealership are personally responsible for the safety of their reportees under the law. If I were a manager of a car dealership and the roads were in a bad condition, I'd tell them not to drive where not absolutely essential.
- 90% of the rest of country was driving about just fine. I work 5 miles away and was making it into work with no issues.- Health and safety.
- I don't want someone driving my fleet of cars on snow and on ice. If they crash or damage anything, I'm in the st.
- If someone crashes a car because I told them to drive it from A to B I'm personally liable.
RockoA5 said:
CraigyMc said:
7. Presumably the service bays aren't heated - I've never been in one that was. Presumably the glue they use doesn't work as needed at cold temperatures. What would you rather they do about this? -
I've seen bonder set at minus degrees, so again, not really applicable.- The exact same bonder stuff as Audi use? How do you know what they use?
- It may be the case that the dealership was chocka with cars due to the weather, and getting a car out for later service (where it's not actually broken) would be helpful.
- It may be that the procedure the service guys work to specifies a minimum acceptible temperature.
RockoA5 said:
CraigyMc said:
Overall, I'd agree that the service staff aren't always the most communicative people, but for the rest of the points I honestly think your expectations are unrealistic.
Perhaps I am being over expectant with some of my requests, but surely a new car requiring an engine should be their main priority rather than the smaller jobs? Or perhaps I am being naive in thinking that the money I gave them, should equat to a certain level of service from them.I just think you're pissed off that your car has a problem. It's an expensive item, and you expect it to be wonderful.
Sometimes cars break, or are delivered broken.
That's not the dealers' fault. Remember that they didn't actually make the car. They just catch the s
t when it goes wrong, for a margin of about 1-2% on each car sold.C
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