shark_90 Posted October 15, 2008 Report Share Posted October 15, 2008 What are your proposals? Respraying the car What a joke! Link to comment Share on other sites More sharing options...
Teacake Posted October 15, 2008 Report Share Posted October 15, 2008 Hi Jennit and welcome to TSN. Audi UK will fall back on the old "they're a franchised dealer, we don't own them, we don't control them" routine, but as others have said they have a moral duty of care and a reputation to protect. In my dispute with an Audi dealer I found Audi UK were utterly indifferent right up to the point when the editor of Autocar contacted them for a comment, and suddenly they were all action. Looking at what has happened to you and what has been offered, I would advise a couple of things. They sold you a lemon, no two ways about it. Their job now is to get you back to where you were entitled to expect to be when buying a car from a franchised dealer i.e. with a decent car in the colour you wanted with at least the spec you paid for. Beyond that, some goodwill gesture would not go amiss. Respraying the car is not an option. End of. Apart from the quality points you've mentioned, it will never be worth the same. You seem to be embarrassed to admit that you find the colour important, but why shouldn't it be important, just as the choice of engine or body shape are important to others? You bought a red car, a red car is what they should supply. In any case, colour does affect resale value. Audi UK need to go to Reading Audi and strike whatever deal is necessary to get you that red car at no additional cost to you. Since they've floated the idea of a respray, they've obviously got some money to burn, and this is a much better way of spending it. In your position I would be going straight to the top. I would express my disappointment, that I had thought Audi were a premium brand and I had expected that by going to a franchised dealer I would get a quality of service commensurate with that premium status. It never hurts to remind them that it's not the absence of mistakes that mark out a good company, it's how they deal with mistakes. Link to comment Share on other sites More sharing options...
nordberg Posted October 15, 2008 Report Share Posted October 15, 2008 Respray the car?! FFS - that is the most ridiculous thing I've ever heard. It actually goes to show just how stupid this dealer is. Repraying a car an entirely different colour is not to be taken lightly and, if done right (and I stress right), the man hours involved would far, far, far outweigh the costs of any of the other options. Genuinely bemused by this. Link to comment Share on other sites More sharing options...
chasdrury Posted October 15, 2008 Report Share Posted October 15, 2008 Respray the car?! FFS - that is the most ridiculous thing I've ever heard. It actually goes to show just how stupid this dealer is. Repraying a car an entirely different colour is not to be taken lightly and, if done right (and I stress right), the man hours involved would far, far, far outweigh the costs of any of the other options.Genuinely bemused by this. If they did it properly, the whole interior would be out, engine the lot - rattles in the future etc... Reject that one straight away I can't beleive they would even suggest it. Push for them to sort the car from Reading, at no cost to you... Chas Link to comment Share on other sites More sharing options...
Jennit Posted October 17, 2008 Report Share Posted October 17, 2008 Thanks for the replies and support - good to know I am not alone in this. Quick update Got phone call from Audi UK on Wednesday afternoon asking if I could possibly forward the incomplete Multipoint check document. Think this may have been a test to see if I really did have it. Did this on Tuesday night along with scanned copy of the non-HPI cert which we had had to beg for and finally got 6 weeks after original purchase of the car - not a genuine one just 2 sheets of paper printed from computer with info on. #Even had to ask them to stamp it and sign it to make it look at least hafway genuine. Was told at that point that person dealing with it (nice girl - but obviously not authorised to make decisions) was having to hand it upstairs to Area Manager. Had phone call Thursday saying Area Manager had got all documents that had been sent to Audi UK and was making visit to Peter Gilder Audi in Sheffield today (Friday). Have now been told that all proposals are now off the table (including Reading car) and that Dean Mullett is now responsible for case and will make all decisions. Won't have decency to speak to me tho - I asked. All messages will be passed on via 'messenger girl' Am I just cynical or does anyone else suspect there is going to be a bit of sweeping under the carpet and there will a verdict of 'no case to answer, your honour'. Have got everything ready to 'post' off to Jeremy Hicks and Chris Scotting if outcome is not favourable - ie getting me back to where I was before all this started and me with the red car I set out to by in first place. They can never return things to status quo cos part exed lovely orange Golf with only 55,000 on clock, recent cam-belt service and 4 new tyres which had never put a tyre wrong in the 4 and a half years I had owned it. Audi UK know that husbandis going public with this if they don't do something. Watch this space. Watch this space Link to comment Share on other sites More sharing options...
Jennit Posted October 17, 2008 Report Share Posted October 17, 2008 Thanks S8er have copied and pasted some of the points you made and they are now in the e-mail poised to be sent to Jeremy. Link to comment Share on other sites More sharing options...
Teacake Posted October 17, 2008 Report Share Posted October 17, 2008 You're welcome. Good luck, and keep us posted. Link to comment Share on other sites More sharing options...
Jennit Posted October 22, 2008 Report Share Posted October 22, 2008 Quick update Still no news from Audi UK - not sure if this is a good thing or a bad thing. Probably just a case of 'we'll let her think we are actually doing something and then tell her where to get off' But as I said - I'm pretty cynical now about the whole thing Link to comment Share on other sites More sharing options...
shao_khan Posted October 22, 2008 Report Share Posted October 22, 2008 ITs a real shame, because in the main Audi have a very good product. ITs a shame that when you get a bad experience Audi UK do not help matters much - my last experience was on a par with NTL. Other manufacturers do it far better and it isnt hard to improve this, they just need to make the customer feel important instead of making them feel like they have done something wrong. It isnt hard to fix, and think how much better this thread would look to others if Jennit was posting 'Contacted Audi Uk and I really feel like they cared about my complaint and I'm sure they are doing all they can' - as opposed to the 'I contacted Audi UK and I was made to feel like a right old moaner who has done somethign wrong, I bet they'll fob me off with some old rubbish'. Link to comment Share on other sites More sharing options...
Jennit Posted October 24, 2008 Report Share Posted October 24, 2008 Thanks Shao Khan Update on Audi UK - received phone call on Wednesday from them and am still seething. Basically - before they knew just how bad the problem was (ie before I started sending them all the sordid details) they offered me £500 of Audi vouchers. After I sent them all the evidence they asked for - guess what - they offered me £500 of Audi vouchers. I originally pointed out that there were 2 distinct issues 1. behaviour and attitude of PGA 2. me not ending up with what I set out to get basically they have just stuck 2 fingers up at me and told me to f--- off. I know they are trying the wearing be down strategy. Immediately told them I was contacting Jeremy Hicks. Was asked if I had e-mail address and girl dealing with things asked me to hold - she came back with a fax number for me to send all details to. Pardon my cynicism but could this be a ploy to intercept everything. After persisting, she finally came back with the news that a member of the 'executive team' was willing to look at the case and would contact me within 7 days. Had enough - am e-mailing Jeremy Hicks but does anyone have a direct e-mail address, or will one sent to him at Audi UK actually reach him? Don't mind if it gets to one of his assisstants as long as I at least get an apology for the **** that has been handed out. Didn't even get apology from PGA. Link to comment Share on other sites More sharing options...
cruiser647 Posted October 24, 2008 Report Share Posted October 24, 2008 Don't worry, BMW HO is just as bad. Even going to High Court, they drag their feet hoping that the customers give up. Link to comment Share on other sites More sharing options...
shao_khan Posted October 25, 2008 Report Share Posted October 25, 2008 Audi email addresses are usually in the format [email protected], so I guess mr Hicks would be the same. IF you write to him, dont get personnal in your letter, just set out the facts, i.e. what you set out for, what you thought you had brought, what you infact got and where you feel you have been let down by dealer and Audi uk. Link to comment Share on other sites More sharing options...
shark_90 Posted October 25, 2008 Report Share Posted October 25, 2008 His email address is as shao_khan has suggested, firstname.surname Link to comment Share on other sites More sharing options...
Jennit Posted October 27, 2008 Report Share Posted October 27, 2008 Thanks Shao and Shark Thought it would probably be that but needed to check in case someone with more experience had found a 'back door' e-mail address. Case has now supposedly been passed to Executive officer but not sure if that is not just a euphemism for some other menial in Customer Services. But was only passed on to them because I told Customer SErvices I was not happy at all as had received no explanation or verdict of 'inquiry' that was supposed to have been carried out. Also, if Area Manager was still only offering £500 of Audi vouchers after presenting him with all evidence of 'lemon' car and the 4 months it took to ask for money back, then it was obvious that he was saying 'bollocks' to me. Told CS girl that was now going to e-mail all evidence to Jeremy Hicks. Take your point about not being emotional - have tried not to be in all dealings with CS - simply stated facts and presented evidence. Will try same tack with Jeremy and also point out again that I am not after compensation or betterment, simply to end up with what I set out to buy in beginning - a red Audi A3 with certain specs and surely they can do something about this as a goodwill gesture. Will keep posted - Executive officer supposed to be contacting me before Wednesday - was told within 7 days and they are up on Weds. We will see. Link to comment Share on other sites More sharing options...
Teacake Posted October 27, 2008 Report Share Posted October 27, 2008 Take your point about not being emotional SK suggested not to get personal, which is right, but it's fine to get emotional as long as you're making a constructive point. Express your disappointment, and how much you feel let down by one of their representatives. And you're absolutely right to focus on the goal you state - to end up with the car you were entitled to believe you were buying in the first place. In effect you're saying "stuff the compensation culture, I just want Audi to put things right." Which is, in my opinion, a healthy view to have. Link to comment Share on other sites More sharing options...
Jennit Posted October 27, 2008 Report Share Posted October 27, 2008 Thanks Teacake I would probably not have pursued it this far if I didn't feel that a 'wrong' had been done. But the thing that pushed me over the edge was fact that Peter Gilder Audi have now sold that original car on to another unsuspecting customer. I am also mad now that Audi UK are basically saying that they don't care about their customers and their dealerships can treat us how they want as long as we keep spending money and making profits for them. My husband is all for e-mailing everything to people like SAAB, VOLVO, BMW, FORD, etc if Audi UK do not put things right. I am hanging fire until we see what Jeremy comes up with. Many thanks again for all support given and will keep you updated Link to comment Share on other sites More sharing options...
edo Posted October 27, 2008 Report Share Posted October 27, 2008 Jennit, Worth noting (and pointing out to Audi) that for £5 for a genunie reason (telling a person they have bought a badly repaired car would be genuine to me) you can obtain the registered keepers details from the DVLA........ I guess you have the registration.. Link to comment Share on other sites More sharing options...
Teacake Posted October 27, 2008 Report Share Posted October 27, 2008 I am also mad now that Audi UK are basically saying that they don't care about their customers and their dealerships can treat us how they want as long as we keep spending money and making profits for them. This is of course exactly the case, but they needn't be so nakedly obvious about it. My husband is all for e-mailing everything to people like SAAB, VOLVO, BMW, FORD, etc if Audi UK do not put things right. Not sure what this would actually achieve. What would they do with the information? On the other hand, sending it to Trading Standards, Watchdog, the local paper... Link to comment Share on other sites More sharing options...
CarMad Posted October 27, 2008 Report Share Posted October 27, 2008 I'd get Autocar / Autoexpress / Times Motoring etc. involved or similar if you want to get the right focus on this, you seem to be treading water. I hoped when you started on this journey that Audi would come up with the goods, its not looking too likely at the moment but I wait with baited breath they do. Link to comment Share on other sites More sharing options...
edo Posted October 28, 2008 Report Share Posted October 28, 2008 What Car too. Link to comment Share on other sites More sharing options...
Jennit Posted October 28, 2008 Report Share Posted October 28, 2008 Thanks guys All support greatly appreciated. Still waiting for Audi UK Executive Officer to contact me. Was told it would be within 7 days - that is up today. What a surprise. Am giving them until tomorrow then will fire off e-mails to Trading STandards, Jeremy Hicks, Gary Scotting and Rupert Stadler + all the others that you gave me. Doesn't even seem as if they are even prepared to offer the original £500 of vouchers as they said if I wanted to negotiate for the Reading car then they 'would look at possibly putting £500 towards the negotiation' - big deal! Link to comment Share on other sites More sharing options...
edo Posted October 28, 2008 Report Share Posted October 28, 2008 Sad. make sure your letter details every letter and call you have had to make, every failed promise, and every failed call/response. Make sure your letter has "cc: What Car, Watchdog, Trading Standards, your solicitor, etc." Teaching you to suck eggs, but also make sure you clearly define a time for response, and exactly what you feel would be an acceptable solution to the situation. Good luck and keep us posted. Also : Recorded delivery and specifically ask Mr Hicks to respond to you - not pass it off. Link to comment Share on other sites More sharing options...
Jennit Posted October 28, 2008 Report Share Posted October 28, 2008 Thanks Edo Have got everything ready to e-mail off - will make sure I mark it as cc to those that have been mentioned. Am sure that if I can't get anywhere with all the advice given then no-one can. Good job I'm on half-term holiday - will need time to deal with this. Link to comment Share on other sites More sharing options...
Jennit Posted October 30, 2008 Report Share Posted October 30, 2008 Further to your recent contact with our Customer Services Department, regarding your experiences with Peter Guilder Audi and your dissatisfaction with your current Audi A3. I have assessed the full content of your case and have discussed your concerns with Rachel Robson, Customer Case Manager at Audi UK Customer Services. It is with great concern that I learned of the issues you have experienced and the manner in which Peter Guilder Audi have dealt with your case. Feedback, such as what you have provided, is vital so that we may monitor and improve the services provided by our network. I would like to thank you for taking the time and effort to contact us. It is my understanding that the issues with Peter Guilder Audi have been concluded as their offer to buy back your original vehicle, in full and final settlement, has been accepted. As each Audi Centre is an independent legal franchise and your contact has now been terminated, Peter Guilder Audi is no longer involved in your case. You have since purchased another Audi A3 from Derby Audi but have indicated that you are dissatisfied with the specification as well as the colour of the model. As this Audi is fit for purpose and was bought as per your contract with Derby Audi, I am sorry to inform you that I am unable to affect this contract and assist in exchanging the vehicle for one you feel is more suitable. Dean Mullett, Area Aftersales Manager, has agreed to offer £500.00 on behalf of Audi UK, in the form of a goodwill gesture to a valued customer, in appreciation of the difficulties you have experienced. This can be used towards any service or product within the Audi Network. It has been brought to my attention that there are two options which may be suitable in concluding this issue: 1)The blue A3 you currently own be re-sprayed the shade of red that you prefer. Audi UK's goodwill gesture may be used towards this. 2)I understand that you have sourced a third vehicle from Reading Audi. At your request, Derby Audi will be able to transfer this vehicle into their stock, so that you may part exchange your vehicle for this one. Rachel has informed me that this vehicle is not the shade you wish for and that it may need to be re-sprayed to your preferred shade. Audi UK's gesture may be used towards these transactions. I appreciate that this may not be the outcome you have hoped for but I am open to any further suggestions you have which will provide closure to your concerns. Please feel free to contact me on the details below. I sincerely hope that we can aid you in attaining the vehicle you desire so that you may have the Audi experience we expect for our customers. Kind regards Steven Connor Sorry for length of this but need to know what people think about this? Is it worth me pursuing this or do I just give up. Husband's advice is accept the £500 but only on condition that they give me comprehensive answer regarding behaviour and attitude of Peter Gilder Audi. Please note the 'part exchange' bit - this means that all onus is on me to approach Derby Audi to negotiate deal with them. Unfortunately whilst Audi UK has dragged their heels, the REading car has gone. All thoughts welcome - am seriously fed up now. Didn't so much want compensation as answers and acknowledgement that there has been serious breach of trust and customer care. Not sure I have got this. Feel that i have just got 'weasel words' again and they are hoping that I am going to go away if they stall me long enough. Link to comment Share on other sites More sharing options...
shao_khan Posted October 31, 2008 Report Share Posted October 31, 2008 Sorry for length of this but need to know what people think about this?Is it worth me pursuing this or do I just give up. Husband's advice is accept the £500 but only on condition that they give me comprehensive answer regarding behaviour and attitude of Peter Gilder Audi. Please note the 'part exchange' bit - this means that all onus is on me to approach Derby Audi to negotiate deal with them. Unfortunately whilst Audi UK has dragged their heels, the REading car has gone. All thoughts welcome - am seriously fed up now. Didn't so much want compensation as answers and acknowledgement that there has been serious breach of trust and customer care. Not sure I have got this. Feel that i have just got 'weasel words' again and they are hoping that I am going to go away if they stall me long enough. In all honesty - I'd take it. You accepted the blue car, for whatever reasons they will not care, you agreed to buy blue your choice, no discussion - so audi will not care or assist in this coming into the network. As for PGA, they will not offer much more, they are a franchise and Audi UK are unlikely to comment further. Audi will not see a breach of customer care because they acted within defined timescales in a reasonable way. Unfortunately real life expectations and the motor industry rarely use the same song sheet. Link to comment Share on other sites More sharing options...
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