Insurance Jon Posted March 4, 2008 Report Share Posted March 4, 2008 [ QUOTE ] No offence UBM but you'd get a better response from my R32 signature than you would from Jeremy Hicks. He's surrounded by 'Yes' men and women who will never let you speak to him. I will PM you Audi Customer Care's contact number tomorrow as you'll speak to the people you really need to speak to rather than going around in circles. [/ QUOTE ] I sent an email to him over my rs4 at 11pm on [email protected] and his PA rang me at 9.00am with a solution. He then rang personally to make sure things were ok later. I found him to be a very reasonable and customer foucused man, especially given what a busy chap he must be Link to comment Share on other sites More sharing options...
theduisbergkid Posted March 4, 2008 Report Share Posted March 4, 2008 [ QUOTE ] [ QUOTE ] No offence UBM but you'd get a better response from my R32 signature than you would from Jeremy Hicks. He's surrounded by 'Yes' men and women who will never let you speak to him. I will PM you Audi Customer Care's contact number tomorrow as you'll speak to the people you really need to speak to rather than going around in circles. [/ QUOTE ] I sent an email to him over my rs4 at 11pm on [email protected] and his PA rang me at 9.00am with a solution. He then rang personally to make sure things were ok later. I found him to be a very reasonable and customer foucused man, especially given what a busy chap he must be [/ QUOTE ] You're not the average Audi customer through are you Jon ? Would he be as interested if you were Mr Ordinary with a bog standard motor and common problem ? Link to comment Share on other sites More sharing options...
Chrisg Posted March 4, 2008 Report Share Posted March 4, 2008 But you spend a lot more money than the rest of us do...... not that it should make any difference. I've had good service from Audi UK, back in 1996, and reasonable and shoddy service from the Dealers.I think the larger dealerships these days have agravated the situation. a bit less personal touch. Isn't this a problem throughoiut the country though.... any sort of service is frowned upon. I was clobbered at work end of 2006, management consultant in.... decided my area was offering a 'GOLD' service and it cost too much.... cut a full time member of staff.... firms motto... delivering excellence ( as long as it doesn't cost too much) I have an A4 glove box,attached to the rest of the car ! The lid is currently a bit stiff so what should I lubricate and is silicon spray the best thing to use? Link to comment Share on other sites More sharing options...
patently Posted March 4, 2008 Report Share Posted March 4, 2008 This contrasts so sharply to BMW. Pretty well every time I interact with a BMW dealership in a way that produces a record, such as an invoice, I will be called by someone claiming to be on behalf of BMW UK asking how it went, was I satisfied, please rate this that and the other ona scale of 1 to 10, and so on. BMW seem really bothered about what their customers thin and whether they are likely to come back. Audi .... can't even persuade them to sell me the damn things. What do you have to do? Walk in with a briefcase full of cash and point at the nearest bit of metal? Link to comment Share on other sites More sharing options...
Chav Posted March 4, 2008 Report Share Posted March 4, 2008 I've always had first rate after-sales service from Audi UK, Audi Chester etc. No problemo. In fact, sodding perfect. The irony is after-sales service has always been soooo much better than pre-sales. Go figure. Mind you, I squeeze them like lemons when negotiating. Which reminds me, new cab time approaching possibly.... Link to comment Share on other sites More sharing options...
330dcoupe Posted March 4, 2008 Report Share Posted March 4, 2008 [ QUOTE ] This contrasts so sharply to BMW. Pretty well every time I interact with a BMW dealership in a way that produces a record, such as an invoice, I will be called by someone claiming to be on behalf of BMW UK asking how it went, was I satisfied, please rate this that and the other ona scale of 1 to 10, and so on. BMW seem really bothered about what their customers thin and whether they are likely to come back. Audi .... can't even persuade them to sell me the damn things. What do you have to do? Walk in with a briefcase full of cash and point at the nearest bit of metal? [/ QUOTE ] BMW always forget to stamp my history book.... That's about the only complain I've got of them. Oh, and the fact that they never give me a courtesy car above 1.8 Liters. I did manage to get a 335d off them for 3 days - but had to beg for it. Link to comment Share on other sites More sharing options...
steelwind101 Posted March 4, 2008 Report Share Posted March 4, 2008 Hello! Ugh, i totally feel for you guys who have issues just out of warrenty. I suppose you have to remeber the line has to be drawn somewhere. Haveing worked for Toyota where problems were more out of ordinary they often contribute to repairs. Esp. if it something that shouldent go wrong. Working in QC e would get messages from other Toyota people to go and check out cars that had defects just out side warrenty. Lexus are included in the word Toyota in the above. After inspecting it was then off to consult with part maker to see if this was likely to crop again later and could things be improved. If you dont mind paying the monies Honda certantly wont let you dont customer service wise. I have never had a fault i have needed to take up with them except for some excess glue near a body moulding. I get my quaterly call asking how things are going etc. I once mentioned some road noise and they were going to book it in at the dealers for me. Turned out to be gravel my own drive stuck deep in wheel treads! As for the 5, i havent heard from them since i paid for the car. Like with the Honda, no probs except a complaint about rusting wheel nuts. There are brands with good aftercare, it helps to find a good dealer or a brand thats pro-active with its dealer network! Geoff Link to comment Share on other sites More sharing options...
Teacake Posted March 4, 2008 Report Share Posted March 4, 2008 [ QUOTE ] This contrasts so sharply to BMW. Pretty well every time I interact with a BMW dealership in a way that produces a record, such as an invoice, I will be called by someone claiming to be on behalf of BMW UK asking how it went, was I satisfied, please rate this that and the other ona scale of 1 to 10, and so on. [/ QUOTE ] Oh, Audi do this regularly too. It's just that they don't actually seem to do anything with the responses they get. Link to comment Share on other sites More sharing options...
Chrisg Posted March 4, 2008 Report Share Posted March 4, 2008 The last time this happened I was able to tell them that the last two services they charged me twice for the oil ( £50 each time) and neither time was the book stamped despite putting it on the passenger seat open at the page! Told them it seriously dented my confidence in the brand blah blah. About to go again. I wonder what will be wrong this time. Link to comment Share on other sites More sharing options...
UBM Posted March 4, 2008 Author Report Share Posted March 4, 2008 Insurance Jon - thanks - e-mail sent and letter sent snail mail too. I'm not expecting miracles, but let's see what happens.... Link to comment Share on other sites More sharing options...
Frodo Posted March 4, 2008 Report Share Posted March 4, 2008 I guess most won't have seen my thread in the A3 forum: A3 Clutch Wear In summary I have been unhappy with my clutch since day one and complained numerous times including the first and second AVS. Bite point was high and I was concerned it wasn't engaging properly. Just taken it in for 3rd AVS and again complained and this time told it was worn and that would be £1,200. I phoned Audi UK because I was not happy that I had been claiming since day 1 would now appear to have come true in a failed clutch and this would be outside warranty. After the first call to log the complaint I was called back by a representative who was probably the worst person I have ever spoken to in a customer service role (I've worked for Sainsbury's, Waitrose and John Lewis before getting into IT so I do know a few things about handling customer complaints). After about two minutes of discussions he told me "...what do you expect I can't wave a magic wand..." Quite how I didn't loose it at that point I have no idea, but I managed to persevere and repeatedly asked for about 5 minutes to speak with a supervisor. At one point when I repeated the request he said "...no..." and also when asked what comments had been made on the case apart from worn clutch he couldn't reply. In the end after a more calls to Audi UK he did get back to me and as a gesture of goodwill agreed to replace the clutch free of charge (I wasn't expecting this, I just wanted them to recognise the high bite point could have led to premature wearing and to pay towards the repair). However, the initial attitude of Audi UK Customer Services has left me with a bad feeling. I have never been spoken to in such a way from a customer service department and that even includes CarpetRight. Research suggests that a disgruntled customer will tell eleven other people who will tell a similar number of other people. Word of mouth reputation is more important than any other factor in a buying decision. Link to comment Share on other sites More sharing options...
bullett Posted March 4, 2008 Report Share Posted March 4, 2008 We couldn't even buy an Audi. The Mrs has an old model S3 and wanted to test the new one with the possibility of making an order. Rang and made an appointment to test. Turned up, got the speil, test drive. Me - Err thats not an S3. Them - Yes it is, well it's a 2ltr turbo S-line. so it's not an S3 then? No, Have you got one? No Would you like to order, us - no we'd like to drive an S3 first. No contact after that at all. Not like we are time wasters we already have an S3 and We turned up for the test in my Porka. Won't deal with them now. Link to comment Share on other sites More sharing options...
Nelson_R32 Posted March 4, 2008 Report Share Posted March 4, 2008 Thats terrible Bullet, which Dealer? Link to comment Share on other sites More sharing options...
bullett Posted March 4, 2008 Report Share Posted March 4, 2008 Camberley - Last year now. Link to comment Share on other sites More sharing options...
zedman Posted March 5, 2008 Report Share Posted March 5, 2008 Guys its quite simple, as long as the cars are good they can sit there and give 2 fingers to their customers knowing damn well you'll come back. My local dealer on the whole is a joke and some of the stuff they've done beggar belief, but at the end of the day they're the only dealer within a reasonable distance so people have to go there. They don't have to try. Link to comment Share on other sites More sharing options...
Mook Posted March 5, 2008 Report Share Posted March 5, 2008 [ QUOTE ] Well we managed to get Jon's white RS4 built for him, with a personal phonecall from Mr Hicks to apologise for the problem. [/ QUOTE ] But Jon isn't what I would call your "average" new car customer. He buys a new Audi every couple of months! Edit: Should have read the whole thread and seen TDK's post before I said that Link to comment Share on other sites More sharing options...
Simonl Posted March 5, 2008 Report Share Posted March 5, 2008 TBH, i've always found VW customer services very good. I once had a Golf Mk3 that blew a dash 6 months out of warranty. The new part was £600. They paid half. Link to comment Share on other sites More sharing options...
Merlot Posted March 5, 2008 Report Share Posted March 5, 2008 [ QUOTE ] This contrasts so sharply to BMW. Pretty well every time I interact with a BMW dealership in a way that produces a record, such as an invoice, I will be called by someone claiming to be on behalf of BMW UK asking how it went, was I satisfied, please rate this that and the other ona scale of 1 to 10, and so on. BMW seem really bothered about what their customers thin and whether they are likely to come back. Audi .... can't even persuade them to sell me the damn things. What do you have to do? Walk in with a briefcase full of cash and point at the nearest bit of metal? [/ QUOTE ] You already know that I don't agree! Link to comment Share on other sites More sharing options...
Merlot Posted March 5, 2008 Report Share Posted March 5, 2008 [ QUOTE ] Camberley - Last year now. [/ QUOTE ] At least they used to give me a loan car.....unfortunately it was an A2 - I couldn't believe that the if the car was stopped with the wipers on, it rocked from side to side with the wiper motion. Link to comment Share on other sites More sharing options...
Merlot Posted March 5, 2008 Report Share Posted March 5, 2008 [ QUOTE ] Guys its quite simple, as long as the cars are good they can sit there and give 2 fingers to their customers knowing damn well you'll come back. My local dealer on the whole is a joke and some of the stuff they've done beggar belief, but at the end of the day they're the only dealer within a reasonable distance so people have to go there. They don't have to try. [/ QUOTE ] I've been driving S series Audis' for ten years now and as volumes rise, service falls despite the investment in glass palaces. Link to comment Share on other sites More sharing options...
patently Posted March 5, 2008 Report Share Posted March 5, 2008 [ QUOTE ] it was an A2 - I couldn't believe that the if the car was stopped with the wipers on, it rocked from side to side with the wiper motion. [/ QUOTE ] Link to comment Share on other sites More sharing options...
UBM Posted March 5, 2008 Author Report Share Posted March 5, 2008 Call from Huntingdon Audi today. Car being repaired FOC on Friday. Result! Restores my confidence in the Audi brand again. Link to comment Share on other sites More sharing options...
Rustynuts Posted March 5, 2008 Report Share Posted March 5, 2008 I'd wait until it's fixed before I get too exited. Link to comment Share on other sites More sharing options...
Insurance Jon Posted March 5, 2008 Report Share Posted March 5, 2008 [ QUOTE ] Call from Huntingdon Audi today. Car being repaired FOC on Friday. Result! Restores my confidence in the Audi brand again. [/ QUOTE ] Told you he makes things happen Link to comment Share on other sites More sharing options...
Pincher Posted March 5, 2008 Report Share Posted March 5, 2008 A good result Link to comment Share on other sites More sharing options...
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