Sky InsuranceBadger5
Page 1 of 5 12345 LastLast
Results 1 to 40 of 179
  1. #1
    L60N
    Guest

    Letter to the Honcho

    Hi guys, well im not going to explain it as I think the letter covers it all. Please try and ignore the spelling/grammatical errors, ive noticed them all and feel a right heel. Thats what happens when you type a letter in the middle of your working day. Let me know your thoughts on the details contained within. I'll post the response when it arrives.

    Dear Jeremy,


    I am writing this email in the faint hope that yourself or someone at Audi who still cares about customer service will read it and be able to help / advise.


    In march i picked up my brand new Audi S3. It had been a long wait (3 months) and i'd counted down every day in anticipation. When the big day arrived i was over the moon and was full of great expectation about this car.


    Quite soon into ownership (1000miles) the car had developed a few niggling problems. The steering didnt feel right so i took it in and left it at Audi Sytner Harrogate. They came back and stated that it needed a new steering rack. I was quite worried at this as the car was so new, but the dealership put me at ease, saying it was only a minor job.


    It was during this initial visit that I also made a complaint about the finish to the leather to the drivers side bucket seat. I told the service department that the leather was of a poor grade in one affected area, that it was heavily creased in comparison to the rest of the leather, and that the sponge beneath felt perished. To my mind it looked like it had been stored flat somewhere for a long time. I pointed out to the service dept that whilst I understood how leather can wear with use, they surely couldnt defend it's state by saying the leather had suffered natural wear and tear after a mere 1000 miles on the clock. I also pointed out that i had noted it when i originally picked the car up, but being so excited on the day, chose not to make an issue of it. They came out to the car and had a look, to which they agreed it was in a poor state. I chose to take a light approach to the situation at that point, stating that I merely wanted it recording that i've pointed out an issue with the leather to them at 1000miles, and that I would monitor it over the next months. The garage seemed very compliant at this stage, and said that it would definatley be covered under warranty.

    So a few days later having left the car for some work to the steering rack I went back to collect it.. Driving out of the garage I was amazed to find that the technician had fitted the steering wheel without levelling it properly. So whilst driving in a straight line the flat bottom was actually at 30 or so degrees. I was completely dumbfounded at the lack of attention to detail. I phoned the garage straight away and out of sheer embarrasment they told me to turn round and they would correct it right away.


    A few days after having the new steering rack fitted; to my amazment the problems reappeared. Again I phoned the garage, and returned for it to be looked at, I demonstrated the grinding noise to a technician who witnessed it and agreed that the problem had indeed reaccurred. Again, the car was booked in for another new steering rack. I was told that there had been a revised rack just released that week, so the problem would hopefully now be rectified. I was hoping this to be the case...

    I set off home along the A59 after collecting it with the third steering rack. I started to hear a horrendous banging noise from under the engine at around 60mph. My heart started racing as i slowed right down. I wondered what could possibly be causing such a loud noise. I phoned the garage striaght away stating what i was witnessing, they told me to bring the car straight back. I drove very nervously back to the garage, cringing at the thought of the possible damage i was doing whilst hearing the loud banging from beneath....

    Upon my return the garage took the car to bits, only to find that the technician had not fitted some of the parts correctly and a panel was banging against the engine...

    At this stage I had lost all confidence in the service to be recieved from this dealership which unfortunatley is the nearest Audi garage to myself.

    That incident was a good few months ago and thankfully the steering rack issues have not resurfaced. However I am very dispondent about the situation with the leather bucket seats...

    The reason for this is because I returned the car to Audi after some 6500 miles had been covered. I returned to again raise the issue with the service department regarding the leather seats. I explained that I travel to and from work everyday with my partner. That i had also covered 2500 miles in a long driving weekend to the south of France with a friend who shared the driving with me. I explained that despite the heavy usage over a period of 6500 miles, the leather seemed fine in all areas apart from the same affected area to the bolster on the drivers side and also the seat suffering sinking where the driver sits. This time I insisted that i would like it changing.

    It was at this point I hit a total brick wall.

    A gentleman called Andrew Perschke (service accounts manager) came out to look at the seat and took some photos. He said that he would forward a technical report to "Audi technical". I asked what this meant and when would I be able to bring it in to have to seat replaced. To my dismay he told me that the seat wasnt covered under warranty, and that we would have to await the outcome of the response from audi technical, that they "may" choose to replace it out of goodwill. I was totally saddened to think that this situation was going to turn into a long and drawn out matter. Andrew assured me he would ring me when he got a reply. 2 days later i phoned him to see what the result was, he told me he still hadnt heard anything. I reinforced my dissapointement; that having paid out a lot of money for the special seats (circa Ł2000) they were not covered by warranty.

    Approximatley one week later i went to the garage to see Andrew and asked why nothing appeared to be happening regarding the seat. He told me that these things take time, that there was a lot of other people with similar issues all waiting on an outcome from Audi technical, that some had been waiting over 2 months. I told him that surely this wasnt the way to deal with customer complaints to which he replied "I'd love to change your seats but we need to recover our costs from Audi so need to go through this procedure which can take months" I left the garage feeling very dispondant about the whole thing, and resigned myslef to the fact that it may just be easier to try and forget about it.

    This brings me to present day. Without checking im guessing its been well over 2months and havnt heard anything, I havnet even recieved a courtesy call to assure me the matter is still in hand. Meanwhile everytime I get in the car i feel dissapointed that i paid so much money for something and cannot fully enjoy the car as intended.

    The reason i am writing this to you is that I was advised by another Audi owner that you Jeremy Hicks take customer services very seriously, and that this is not a reflection of Audi as a whole. He also pointed out that maybe Audi Harrogate is just a poor service garage, and that i'd be better off talking to you directly.

    I really hope this is the case and look forward to your response to the concerns raised.


    Yours in anticipation


    L60N
    Last edited by L60N; 10th July 2008 at 15:56.

  2. # ADS
    ADS
     
  3. #2
    GlasgowRangersFC

    Status
    Offline
    Join Date
    Jan 2008
    Location
    Turkey
    Posts
    498
    A good letter mate. I have a funny feeling you are going to be happy with the outcome. Good work.
    Gone...Brilliant Black 2008 A3 Turbo FSi Sport, Dual Climate Zones, Piano Black Inserts, Rain and Light pack, Xenon Plus, Armrest, ConcertII+, 18" S5 Wheels, 35mm Springs, Parking Sensors and a few other toys



    Coming...2010 white BMW e90 320d M Sport, steptronic, 19'' CSL reps, H&R Sport Springs, Dakota Leather, Full+Full

  4. #3
    Neutral

    Status
    Offline
    Join Date
    Jul 2008
    Posts
    31
    When I took a similar approach (albeit in 2003) re my TT drivers seat, it did the trick and they replaced it.

  5. #4
    voorhees's Avatar
    Moderator

    Status
    Offline
    Join Date
    Dec 2005
    Location
    Leafy Warwickshire
    Posts
    14,896
    Good on you Leon

  6. #5
    maxS3uk's Avatar
    mike

    Status
    Offline
    Join Date
    Feb 2008
    Location
    Lincolnshire
    Posts
    112
    Contacting Jeremy Hicks should hopefully sort your problem matey! He sorted mine but I still have no faith in the garage...

    ...My bucket seat has come apart all down the side where it fits into the back bit if you get me ...will be taking the car into them soon, so be interesting to see how they deal with this!

    Good luck with your problem, hope they sort it!

  7. #6
    5th Gear

    Status
    Offline
    Join Date
    Sep 2006
    Location
    Surrey
    Posts
    1,224
    Well written. Please do update us on any replies you recieve from Audi or the dealer itself.

    Hope everything works out in the end. It's a beautiful car, just a shame you haven't had the nicest of starts.
    Audi A3 (8P) 2.0TDI SE .:. Ebony Black, Sports Suspension, Vienna Beige Sports Leather Seats, Concert II & BOSE, 6 CD-Changer, Xenons, Acoustic Parking Sensors & All The Packs .:.



    Gone but not forgotten

  8. #7
    S3 SAF's Avatar
    2nd Gear

    Status
    Offline
    Join Date
    Mar 2007
    Posts
    360
    i agree that is a good letter.. good luck on the outcome.


    revo stage2, Milltek TB non res, forge cai, forge dv, HnR springs,bbs ch black eddition, optics grill, LaminX, lcr splitter.....
    soon to come....gloss balck front and rear valance, side mirrors, RS4 brakes, revo stage 2+, fuel pump......

  9. #8
    S3 LTN
    Guest
    Looks okay mate... Good luck.

  10. #9
    Amchlolor's Avatar
    6th Gear

    Status
    Offline
    Join Date
    Jan 2005
    Location
    Aberdeen
    Posts
    5,602
    Flicking through SKY last night, I came across Hicks being driven to work by some bint in an RS6 Avant.
    He went on about Polo a bit, but he seems to care about his customers.
    Good luck.
    '02 to '05 - Black Audi A4 1.9tdi sport
    '05 to '08 - Akoya Silver A3 sportback S-line DSG
    '08 to ? - Black Alpina D3

  11. #10
    Roswell's Avatar
    2nd Gear

    Status
    Offline
    Join Date
    Jul 2005
    Location
    Glasgow, Scotland, UK
    Posts
    311
    Excellent letter Leon, let's hope Jeremy get's it sorted for you!

    Having just ordered a new S3, I hope this doesn't turn out to be too common a problem.

    Keep us informed as to the result.
    2005 - A3 2.0TDI S-Line Quattro

    2008 - S3, Sprint Blue, Buckets, Sunroof, Rear Sensors, BT Phone Prep, Folding Mirrors, Interior Light Pack, BOSE, Flat Tyre Indicator, Phatnoise

  12. #11
    L60N
    Guest
    Thanks for the vote of confidence guys, i was worried it may come across a bit OTT.

    I have already recieved a response, unfortunatly no conclusion as yet:

    Dear Mr Wadsworth

    I would like to acknowledge receipt of your email to Mr Hicks who is out of the office until next Wednesday.

    I can appreciate how you must be feeling and to get this matter resolved as soon as possible I've forwarded your email to Richard Starkey, Customer Care Manager, asking him to look into this matter and to contact you.

    Please be assured that Mr Hicks will be fully updated when he returns to the office next week.

    In the meantime, if I can be of any further assistance please do not hesitate to contact me.

    Kind regards

    Liz Luckett
    PA to Director of Audi UK

  13. #12
    Amchlolor's Avatar
    6th Gear

    Status
    Offline
    Join Date
    Jan 2005
    Location
    Aberdeen
    Posts
    5,602
    Liz Luckett?
    She's only a vowel change away from being a porn star.
    '02 to '05 - Black Audi A4 1.9tdi sport
    '05 to '08 - Akoya Silver A3 sportback S-line DSG
    '08 to ? - Black Alpina D3

  14. #13
    maxS3uk's Avatar
    mike

    Status
    Offline
    Join Date
    Feb 2008
    Location
    Lincolnshire
    Posts
    112
    Richard Starkey, Customer Care Manager

    He was the guy Jeremy got to sort my problem out...

  15. #14
    PaulAr's Avatar
    S3 (8P)

    Status
    Offline
    Join Date
    Mar 2008
    Location
    Tyne & Wear
    Posts
    4,047
    Reads very well.

    Good luck

  16. #15
    5th Gear

    Status
    Offline
    Join Date
    Jan 2005
    Location
    cambs uk
    Posts
    1,139
    and mine....... he must have a really fun time of it

  17. #16
    Matt's Avatar
    5th Gear

    Status
    Offline
    Join Date
    Jul 2006
    Location
    Cumbria
    Posts
    1,416
    Reassuring to see you got a courtesy response.

    Good luck.
    Sold: A3 2.0 TDI 170 S-line | Full leather | BOSE | Phantom Black | Bluefin
    Now: Mini John Cooper Works

  18. #17
    Keef's Avatar
    3rd Gear

    Status
    Offline
    Join Date
    Jun 2006
    Location
    Warwickshire
    Posts
    501
    Also been having problems with the dealership and Audi customer services!
    Think i''l write to this Jermey chap!
    Might even *******ise your letter for my use!!

    Hope it all gets resolved!
    S4 Avant quattro Black Edition

  19. #18
    1st Gear

    Status
    Offline
    Join Date
    May 2008
    Location
    Switzerland
    Posts
    108
    Nice letter and I really hope you can have your issue sorted out in the manner that satisfies you the most.
    Is there any chance to see a picture of the seat issue?
    S3 8P + Milltek non-resonated exhaust = Fuel-to-noise converter

  20. #19
    2nd Gear

    Status
    Offline
    Join Date
    Apr 2007
    Posts
    421
    Quote Originally Posted by bowfer View Post
    Liz Luckett?
    She's only a vowel change away from being a porn star.




    Good luck with getting the seat sorted Leon.

  21. #20
    L60N
    Guest
    Yep, i'll take a photo of the seat tommorow, right now im off to bed, got a pounding migraine. Probably due to the amount of alcohol cosumed last night, ive been paying for it all day....

  22. #21
    jamiekip
    Guest
    Good letter L60N.
    I'm sure they will sort it, I think sometimes the processes garages have to go through makes for a frustrating customer experience.
    I'd love to know what control Audi UK have over the franchise dealers..... I'd love to get a job there specifically to sort out customer experience within the dealer franchise.... right up my street!

  23. #22
    4th Gear

    Status
    Offline
    Join Date
    Aug 2005
    Location
    West London
    Posts
    850
    I had a 2.0TFSI with leather problems see here. I know it might not be the same sort of thing but welcome to Audi customer service. You can see the response letter I received here notice how professional it is no headed paper or even title from the guy replying. Hence why I now drive a BMW with service so far leagues ahead of Audi(needed the headlights changing due to misting and there was no quible at all) and with no signs of wear on the leather with the same people driving the car.
    Now:BMW 530d M-sport tourer. Then:Lava Grey A3 Sportback S-line 2.0TFSI Quattro, S-line Special Edition, Xenon Plus, Leather, Light and Rain Pack, Interior light Pack, Bose, DVD Nav+, Bluetooth, Multifunction wheel,Cruise, Heated Front Seats, Folding Mirrors, Rear Parking Sensor and some other bits.

  24. #23
    On Boost

    Status
    Offline
    Join Date
    Jan 2008
    Location
    Manchester
    Posts
    1,756
    Richard Starkey? is Ringo sorting it for you?

    Good letter mate , looks like it'l come good before you have to mention the lynch mob that is AS.N

    p
    Last edited by phantom; 10th July 2008 at 18:22.

  25. #24
    6th Gear

    Status
    Offline
    Join Date
    Dec 2006
    Location
    Ireland
    Posts
    2,538
    You should get a satisfactory response from them. I dealt with Jeremy before over the "Single Function Steering Wheel" problems and had a mail back from Liz almost immediately with phone call later the same day from an assistant and a follow up call from Jeremy's assisant Stephen Thresh a couple of days later. Got a nice gesture of a meal to the value of Ł150 out of it - that reminds me I must use it some time soon.

  26. #25
    mdre83's Avatar
    3rd Gear

    Status
    Offline
    Join Date
    Aug 2007
    Location
    South East
    Posts
    629
    Well writen letter mate (well appart from the spllenig and garmemr)
    It's a little more reassuring having received the email from Liz, espeacially after reading other peoples outcome. Hope you get it sorted soon mate. Good luck!
    A3 8P2 2.0TDI S-Line 170 SB | Brilliant Red | Full Leather | BOSE | 6 Disc Changer | None Smoking Pack | Light Interior Pack (Converted to LEDs) | Rear Parking Sensors | S3 Air Vents | S3 Mirrors - Stolen!| S3 Pedals |

  27. #26
    Kontraband's Avatar
    6th Gear

    Status
    Offline
    Join Date
    Dec 2007
    Posts
    1,998
    aye, good luck bro. Nice to see someones listening but fcuk me if its taken more effort than it needed too! My service department in Sheff is getting a good testing at the moment, but they are doing just fine... I'd like to have a few words with the bloke/robot that put the car together tho!

  28. #27
    Iggu's Avatar
    5th Gear

    Status
    Offline
    Join Date
    May 2008
    Location
    Here
    Posts
    1,224
    You may not be covered by warranty but you are fully covered by Section 14(2) of the 1995 Sale of Goods Act (google it if you need a quote for any subsequent letter).

    Mention this to the dealer (your contract is with them so this is where SOGA applies) and they'll soon change their tune - if Hicks doesn't change it for them.

    Sounds like "pub lawyer" talking I know but I'm a law lecturer - tis true.
    Phantom Black S3, RNS-E with SDS Hack , BOSE, Sunroof, iPod, ITG CAI, Forge DV, Milltek TBE, Revo Stage 2+, Autotech HPFP, Sachs clutch, Lamin-X, BBS Pescaras, H&R springs, H&R ARBs, NGK Iridium Plugs, Vagcom.

  29. #28
    Kontraband's Avatar
    6th Gear

    Status
    Offline
    Join Date
    Dec 2007
    Posts
    1,998
    Quote Originally Posted by Iggu View Post
    You may not be covered by warranty but you are fully covered by Section 14(2) of the 1995 Sale of Goods Act (google it if you need a quote for any subsequent letter).

    Mention this to the dealer (your contract is with them so this is where SOGA applies) and they'll soon change their tune - if Hicks doesn't change it for them.

    Sounds like "pub lawyer" talking I know but I'm a law lecturer - tis true.

    You are? Get the **** outta here!!


  30. #29
    6th Gear

    Status
    Offline
    Join Date
    Dec 2006
    Location
    Ireland
    Posts
    2,538
    Well they do say that those who can do and those who can't...........

  31. #30
    On Boost

    Status
    Offline
    Join Date
    Jan 2008
    Location
    Manchester
    Posts
    1,756
    Quote Originally Posted by Iggu View Post
    You may not be covered by warranty but you are fully covered by Section 14(2) of the 1995 Sale of Goods Act (google it if you need a quote for any subsequent letter).

    Mention this to the dealer (your contract is with them so this is where SOGA applies) and they'll soon change their tune - if Hicks doesn't change it for them.

    Sounds like "pub lawyer" talking I know but I'm a law lecturer - tis true.
    Fcuking Perry Mason over here

    p

  32. #31
    Iggu's Avatar
    5th Gear

    Status
    Offline
    Join Date
    May 2008
    Location
    Here
    Posts
    1,224
    Quote Originally Posted by MarcQuinlivan View Post
    Well they do say that those who can do and those who can't...........
    That is definitely true in my case !

    Quote Originally Posted by phantom View Post
    Fcuking Perry Mason over here

    p
    LOL !!

    Phantom Black S3, RNS-E with SDS Hack , BOSE, Sunroof, iPod, ITG CAI, Forge DV, Milltek TBE, Revo Stage 2+, Autotech HPFP, Sachs clutch, Lamin-X, BBS Pescaras, H&R springs, H&R ARBs, NGK Iridium Plugs, Vagcom.

  33. #32
    GlasgowRangersFC

    Status
    Offline
    Join Date
    Jan 2008
    Location
    Turkey
    Posts
    498
    Quote Originally Posted by MarcQuinlivan View Post
    You should get a satisfactory response from them. I dealt with Jeremy before over the "Single Function Steering Wheel" problems and had a mail back from Liz almost immediately with phone call later the same day from an assistant and a follow up call from Jeremy's assisant Stephen Thresh a couple of days later. Got a nice gesture of a meal to the value of Ł150 out of it - that reminds me I must use it some time soon.
    Marc I just have to say that I REALLY regret not getting my car in the same colour as yours. It looks simply stunning mate.
    Gone...Brilliant Black 2008 A3 Turbo FSi Sport, Dual Climate Zones, Piano Black Inserts, Rain and Light pack, Xenon Plus, Armrest, ConcertII+, 18" S5 Wheels, 35mm Springs, Parking Sensors and a few other toys



    Coming...2010 white BMW e90 320d M Sport, steptronic, 19'' CSL reps, H&R Sport Springs, Dakota Leather, Full+Full

  34. #33
    sjahS3's Avatar
    1st Gear

    Status
    Offline
    Join Date
    Apr 2007
    Location
    London
    Posts
    167
    Well written letter mate.

    I got in touch with them to sort out a TMC issue that my local stealer wanted to charge me 220 for. They got it sorted quick and FOC .

    Got a mate who had similar issues with the Recaros in his RS4 and Audi sorted that out for him in the end. Didn't take long before new one got creased and out of shape again tho .

    Best of luck..

    -Sal-
    S3 - Phantom Black with a few options..

  35. #34
    Reverse Gear

    Status
    Offline
    Join Date
    May 2008
    Posts
    27
    Very well worded letter L60N, I'm sure you will get sorted out. I would be interested in seeing some pics of the seat.

  36. #35
    6th Gear

    Status
    Offline
    Join Date
    Dec 2006
    Location
    Ireland
    Posts
    2,538
    Quote Originally Posted by GlasgowRangers View Post
    Marc I just have to say that I REALLY regret not getting my car in the same colour as yours. It looks simply stunning mate.
    Thanks - don't want to hijack the thread, but I love the colour. I would previously have had doubts about buying a red car as they are somewhat harder to sell, but I'm glad I did now. I think the Misano Red adds something special to the car - especially when clean and the sun comes out.

  37. #36
    L60N
    Guest
    - Kidding, i just like using the smilies

  38. #37
    jamiekip
    Guest
    L60N - loving the blue steel sig mate!

  39. #38
    Kontraband's Avatar
    6th Gear

    Status
    Offline
    Join Date
    Dec 2007
    Posts
    1,998
    saw JH on audi channel yesterday (there really was nowt on). He didnt mention your letter tho


  40. #39
    Neutral

    Status
    Offline
    Join Date
    Jul 2008
    Posts
    31
    Quote Originally Posted by Kontraband View Post
    saw JH on audi channel yesterday (there really was nowt on). He didnt mention your letter tho

    lol, I've just Sky +'d the S3 program on at 3pm

  41. #40
    L60N
    Guest
    If its trevor nelson dont bother lol.

 

 
Page 1 of 5 12345 LastLast

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •  
Single Sign On provided by vBSSO

Garage Plus, Vendor Tools vBulletin Plugins by Drive Thru Online, Inc.

Content Relevant URLs by vBSEO