M
marts_a2
Guest
[3]
Terrible service from start. Here is an extract from a letter of complaint I sent via post and e-mail to Audi Stoke (Was Rybridge) and Audi UK and Audi Germany:
Firstly the indicators on the car stopped working on a Sunday morning, I took the car in to Rybridge first thing on Monday morning, only to be told that the car must be booked in to be repaired. I was offered no courtesy car, even though I stressed that a car was required for me to travel to work. I was told that the part had to be ordered and would not be with them for at least 24 hours. I therefore had to travel over 25 miles to work with no indication. On arriving at work, I telephoned Audi roadside assistance, who informed me they would be with me within 2 hours, this was at 1000. At 1300 I telephoned them again as they had not arrived, I was informed that my details had not been logged and I had to wait a further 2 hours for assistance.
Audi roadside assistance fitted an Audi A3 indicator unit, as they had no A2 units available. This meant that I had to lose the use of my hazards lights in order for the indicators to work. I was informed that I would still need to book my car in with my local dealer in order to have the correct part fitted. This temporary fix left my dashboard with a cable hanging into the loose change storage area.
I telephoned Rybridge and booked my car in for the following Tuesday to have the correct part fitted. I asked them how long this would take, I was informed 20-30 minutes. I took the car in on the Tuesday morning accompanied by my 8 year old nephew as I thought the repair would only take the short time quoted. On arrival I informed them that I would wait while the repair took place and my nephew and I looked around the showroom whilst waiting. After 40 mins I enquired as to how much longer the repair would take, I was informed that they were working on my car at that moment. In total it took at least 2 hours for this repair and at no time was I offered any refreshments for myself or my nephew, nor was I offered any explanation or apology for the length of time the repair was taking. A car showroom is no place for a young child, if we had been informed of the delay in the repair time, I could have made alternative arrangements, but due to the locality, we were stuck there until the repair had been completed.
As you can imagine, I was not happy with this situation, especially having my nephew waiting with me for that amount of time. As we drove away from Rybridge we discovered that the CD unit was not functioning (it had been working when we drove to Rybridge that morning) and the CDs inside could not be removed, straight away I returned back to rybridge, where I waited 30 minutes only to be told that an new CD unit had to be ordered and I would have to book my car in, yet again for a repair.
They fitted the new CD system and whilst still there I tested the unit and found the 6 CDs from the old unit were missing. I asked at the service desk where the CDs were and I was informed that they were still inside the old unit. This unit would have to be sent away to have the discs removed. This was 5 weeks ago; I have since been informed it will be at least another 2 weeks until I receive my discs. This is unacceptable – especially as one of the discs was loaned to me by a work colleague.
I then drove away from the garage, turning onto a busy main road, at this point I discovered that the indicators were again faulty and were not working at all. I had to drive in rush hour traffic to return to Rybridge to report this “additional” fault, with no indication whatsoever.
I find it hard to believe that a company with a reputation such as Audi’s would allow a car to leave a service centre with such obvious faults, dangerous faults in fact. I waited a further 20 minutes for this fault to be rectified, I received an apology and a brief explanation that a “ plug had been missed on reassembly of the dashboard”
I then discovered that the ashtray compartment would not open, and the glove compartment door continually fell open. After waiting almost 2 weeks on a waiting list for my car to be collected from work, as I was unwilling to waste my own time. A driver drove my car from my place of work to and from Rybridge, a 50 mile round trip, I assume using my fuel as a reimbursement was not mentioned. This was not discussed with me beforehand, I was under the impression that my car would be collected on a trailer. Luckily, I had filled the car with fuel the night before, else what would have happened then?
I now use Stafford Audi for all my repairs. So Far they have provided excellent service. A write up on them will come soon.
Terrible service from start. Here is an extract from a letter of complaint I sent via post and e-mail to Audi Stoke (Was Rybridge) and Audi UK and Audi Germany:
Firstly the indicators on the car stopped working on a Sunday morning, I took the car in to Rybridge first thing on Monday morning, only to be told that the car must be booked in to be repaired. I was offered no courtesy car, even though I stressed that a car was required for me to travel to work. I was told that the part had to be ordered and would not be with them for at least 24 hours. I therefore had to travel over 25 miles to work with no indication. On arriving at work, I telephoned Audi roadside assistance, who informed me they would be with me within 2 hours, this was at 1000. At 1300 I telephoned them again as they had not arrived, I was informed that my details had not been logged and I had to wait a further 2 hours for assistance.
Audi roadside assistance fitted an Audi A3 indicator unit, as they had no A2 units available. This meant that I had to lose the use of my hazards lights in order for the indicators to work. I was informed that I would still need to book my car in with my local dealer in order to have the correct part fitted. This temporary fix left my dashboard with a cable hanging into the loose change storage area.
I telephoned Rybridge and booked my car in for the following Tuesday to have the correct part fitted. I asked them how long this would take, I was informed 20-30 minutes. I took the car in on the Tuesday morning accompanied by my 8 year old nephew as I thought the repair would only take the short time quoted. On arrival I informed them that I would wait while the repair took place and my nephew and I looked around the showroom whilst waiting. After 40 mins I enquired as to how much longer the repair would take, I was informed that they were working on my car at that moment. In total it took at least 2 hours for this repair and at no time was I offered any refreshments for myself or my nephew, nor was I offered any explanation or apology for the length of time the repair was taking. A car showroom is no place for a young child, if we had been informed of the delay in the repair time, I could have made alternative arrangements, but due to the locality, we were stuck there until the repair had been completed.
As you can imagine, I was not happy with this situation, especially having my nephew waiting with me for that amount of time. As we drove away from Rybridge we discovered that the CD unit was not functioning (it had been working when we drove to Rybridge that morning) and the CDs inside could not be removed, straight away I returned back to rybridge, where I waited 30 minutes only to be told that an new CD unit had to be ordered and I would have to book my car in, yet again for a repair.
They fitted the new CD system and whilst still there I tested the unit and found the 6 CDs from the old unit were missing. I asked at the service desk where the CDs were and I was informed that they were still inside the old unit. This unit would have to be sent away to have the discs removed. This was 5 weeks ago; I have since been informed it will be at least another 2 weeks until I receive my discs. This is unacceptable – especially as one of the discs was loaned to me by a work colleague.
I then drove away from the garage, turning onto a busy main road, at this point I discovered that the indicators were again faulty and were not working at all. I had to drive in rush hour traffic to return to Rybridge to report this “additional” fault, with no indication whatsoever.
I find it hard to believe that a company with a reputation such as Audi’s would allow a car to leave a service centre with such obvious faults, dangerous faults in fact. I waited a further 20 minutes for this fault to be rectified, I received an apology and a brief explanation that a “ plug had been missed on reassembly of the dashboard”
I then discovered that the ashtray compartment would not open, and the glove compartment door continually fell open. After waiting almost 2 weeks on a waiting list for my car to be collected from work, as I was unwilling to waste my own time. A driver drove my car from my place of work to and from Rybridge, a 50 mile round trip, I assume using my fuel as a reimbursement was not mentioned. This was not discussed with me beforehand, I was under the impression that my car would be collected on a trailer. Luckily, I had filled the car with fuel the night before, else what would have happened then?
I now use Stafford Audi for all my repairs. So Far they have provided excellent service. A write up on them will come soon.
