djmachin
Member
I have just finished typing the first draft (applogies for any spelling and gramatical errors) of a complaint that I am planning to send to Audi UK regarding my experiences of bad service with Stoke Audi. What process do you suggest I use to make this complaint? Any help would be appreciated.
Occasions when I have had less than satisfactory service with service provided by Stoke Audi:
1: After driving the car home, I noticed that the PDI sheet had not been filled out at all (see point 2.).
2: A couple of weeks after picking the car up, I noticed that the front tyres were badly worn on the outside edges of the tyres and the rear tyres were getting quite low on tread. After the service dept looked at the tyres, they suspected that the previous owner had either been cornering at high speed or the tyres had been run for a long time under inflated. This may well have been the case but why was this not picked up during the many checks that are supposedly done on a used car (see below as taken from www.audi.co.uk)
A qualified technician makes no fewer than 110 separate mechanical, bodywork, interior and electrical checks, conducts a full road test and prepares a detailed written report which is available for your inspection.
The reason I was given for this mistake was that they were trying to get the car to me as quickly as possible due to previous delays there had been with the delivery. As far as I am concerned, a thorough check of the car is far more important than getting the car to me quicker.
As a result all the tyres were replaced under warranty.
3: A few weeks later, I was driving on the motorway and noticed the steering wheel juddering at around 75-80Mph. I asked if the tyres could be balanced and was told that it would cost be around £18. I paid for the wheels to be balanced, but later thought that I shouldn’t have needed to pay for them if they had been done correctly in the first place.
4: While the car was in for some work, I asked if they could have a look at the wheels as patches of discolouration had started to appear. The engineer said that only one could be replaced under warranty as the others had been “kerbed”, and that it would look odd against the other wheels. I have not kerbed the wheels in the time I have the car, but as it is a second user car, I have no proof that this happened before I took ownership. I agreed and left it at that.
As time went by the patches increased in size, so I re-considered the option of getting the wheel replaced. Someone in the service dept had a look at the wheels. He said that none of the wheels could be replaced as they had clip on weights and not the stick on variety used on alloys. I was confused by this, as I had noticed some A2’s on the forecourt with clip on weights and others without. I was also frustrated by the gentleman’s attitude towards my concerns. I got the impression that he thought I was trying to get some new wheels out of the company for free.
If clip on weights are not supposed to be used, then why have I seen examples of these weights in use.
5: I was informed by a gentleman in the service dept that if I had my car MOT’d a month before the warranty was up, I would get 13 months MOT. I duly booked the car in just under a month before the warranty ran out to take advantage of this.
When I picked up the car, I noticed that the MOT sticker said that the next MOT was due on 9th June 2005, not May as I understood it to be with 13 months MOT.
Upon querying this, I was told that I should have brought my V5 document when I dropped the car off. I explained that this was the first time this had been mentioned in any of the conversations regarding MOT’s that had taken place with members of staff. I asked if anything could be done, and was told that it would have to be re-tested and that I would have to incur the cost of the extra MOT. I left frustrated and angry that I had not been informed of the V5 document requirement.
6: The hand brake cover had come off as I applied the hand brake one day. The car was booked in for a replacement to be fitted. I arrived on the day and placed a mark on the hand brake cover with my fingernail so that I could tell if it had been changed.
As it was lunch time (1pm) and the engineer was out for lunch, I was asked if I could wait for a while. I said I didn’t mind as long as I was back at work (Newcastle) for 2:30pm.
Shortly before 1pm, a lady from the service dept came in the waiting area saying that my car was ready. I looked at the hand brake and noticed the mark still there. When I pointed this out to the lady in service, she checked with the engineer. It seemed that the wrong part had been ordered and that they would contact me when it arrives. I left the show room disappointed that I had yet again, received less that satisfactory service and frustrated that my lunch hour had been a complete waste of time.
After I arrived at work, I phoned to complain about the wasted lunch hour. I was told by the engineer that the part that had arrived had a metal clip which didn’t fit with the rest of the hand-brake assembly and that he would be getting in touch with Audi Technical so find the correct component.
As I understand it, components change as the model is improved through its lifetime. When a part is ordered, the number plate is entered on the system to give an accurate list of compatible parts for that year model. Why did this not happen on this occasion?
The main reasons I bought an Audi was the brand image, quality of the product, and customer support expected from a “premier” car manufacturer. I have been let down mostly by the customer support.
If the issues mentioned above do not reflect Audi as a whole, then something needs to be done to improve the support given by the staff at Stoke Audi.
As a result of the experiences I have had in the past 16 months, I am seriously considering selling the car and going back to a Toyota as I had before the A2. The car may not have been as good but I had NO complaints with the after sales service.
My family and friends have all heard about my bad experiences with Stoke Audi and I’m sure they will in time mention my experiences to their friends.
A detailed response to my concerns will be eagerly awaited.
2001 1.4 Tdi in Crystal Blue
Occasions when I have had less than satisfactory service with service provided by Stoke Audi:
1: After driving the car home, I noticed that the PDI sheet had not been filled out at all (see point 2.).
2: A couple of weeks after picking the car up, I noticed that the front tyres were badly worn on the outside edges of the tyres and the rear tyres were getting quite low on tread. After the service dept looked at the tyres, they suspected that the previous owner had either been cornering at high speed or the tyres had been run for a long time under inflated. This may well have been the case but why was this not picked up during the many checks that are supposedly done on a used car (see below as taken from www.audi.co.uk)
A qualified technician makes no fewer than 110 separate mechanical, bodywork, interior and electrical checks, conducts a full road test and prepares a detailed written report which is available for your inspection.
The reason I was given for this mistake was that they were trying to get the car to me as quickly as possible due to previous delays there had been with the delivery. As far as I am concerned, a thorough check of the car is far more important than getting the car to me quicker.
As a result all the tyres were replaced under warranty.
3: A few weeks later, I was driving on the motorway and noticed the steering wheel juddering at around 75-80Mph. I asked if the tyres could be balanced and was told that it would cost be around £18. I paid for the wheels to be balanced, but later thought that I shouldn’t have needed to pay for them if they had been done correctly in the first place.
4: While the car was in for some work, I asked if they could have a look at the wheels as patches of discolouration had started to appear. The engineer said that only one could be replaced under warranty as the others had been “kerbed”, and that it would look odd against the other wheels. I have not kerbed the wheels in the time I have the car, but as it is a second user car, I have no proof that this happened before I took ownership. I agreed and left it at that.
As time went by the patches increased in size, so I re-considered the option of getting the wheel replaced. Someone in the service dept had a look at the wheels. He said that none of the wheels could be replaced as they had clip on weights and not the stick on variety used on alloys. I was confused by this, as I had noticed some A2’s on the forecourt with clip on weights and others without. I was also frustrated by the gentleman’s attitude towards my concerns. I got the impression that he thought I was trying to get some new wheels out of the company for free.
If clip on weights are not supposed to be used, then why have I seen examples of these weights in use.
5: I was informed by a gentleman in the service dept that if I had my car MOT’d a month before the warranty was up, I would get 13 months MOT. I duly booked the car in just under a month before the warranty ran out to take advantage of this.
When I picked up the car, I noticed that the MOT sticker said that the next MOT was due on 9th June 2005, not May as I understood it to be with 13 months MOT.
Upon querying this, I was told that I should have brought my V5 document when I dropped the car off. I explained that this was the first time this had been mentioned in any of the conversations regarding MOT’s that had taken place with members of staff. I asked if anything could be done, and was told that it would have to be re-tested and that I would have to incur the cost of the extra MOT. I left frustrated and angry that I had not been informed of the V5 document requirement.
6: The hand brake cover had come off as I applied the hand brake one day. The car was booked in for a replacement to be fitted. I arrived on the day and placed a mark on the hand brake cover with my fingernail so that I could tell if it had been changed.
As it was lunch time (1pm) and the engineer was out for lunch, I was asked if I could wait for a while. I said I didn’t mind as long as I was back at work (Newcastle) for 2:30pm.
Shortly before 1pm, a lady from the service dept came in the waiting area saying that my car was ready. I looked at the hand brake and noticed the mark still there. When I pointed this out to the lady in service, she checked with the engineer. It seemed that the wrong part had been ordered and that they would contact me when it arrives. I left the show room disappointed that I had yet again, received less that satisfactory service and frustrated that my lunch hour had been a complete waste of time.
After I arrived at work, I phoned to complain about the wasted lunch hour. I was told by the engineer that the part that had arrived had a metal clip which didn’t fit with the rest of the hand-brake assembly and that he would be getting in touch with Audi Technical so find the correct component.
As I understand it, components change as the model is improved through its lifetime. When a part is ordered, the number plate is entered on the system to give an accurate list of compatible parts for that year model. Why did this not happen on this occasion?
The main reasons I bought an Audi was the brand image, quality of the product, and customer support expected from a “premier” car manufacturer. I have been let down mostly by the customer support.
If the issues mentioned above do not reflect Audi as a whole, then something needs to be done to improve the support given by the staff at Stoke Audi.
As a result of the experiences I have had in the past 16 months, I am seriously considering selling the car and going back to a Toyota as I had before the A2. The car may not have been as good but I had NO complaints with the after sales service.
My family and friends have all heard about my bad experiences with Stoke Audi and I’m sure they will in time mention my experiences to their friends.
A detailed response to my concerns will be eagerly awaited.
2001 1.4 Tdi in Crystal Blue
