Who decides goodwill payments - the garage or Audi Customer Services?
My car is out of warranty and recently one of the coils failed (see www.audi-sport.net/vb/showthread.php?t=73985). The service advisor at Hitchin Audi told me he had contacted Audi HQ to enquire about a goodwill payment as this is a known problem, but it came back as a no.
Having done some research on audi-sport.net, and the web in general, I found it was such a common problem that I decided to write to Audi Customer Sevrices myself to enquire about goodwill. Three weeks on, I've heard nothing so I just called them now. I was told that they have passed my letter to Hitchin Audi for the service advisor to make the decision (?!). I said I was confused - the service advisor told me only Audi Customer Services can make the decision (which came back as a no). But no apparantly, some Audi garages can make the decision under an "empowerment" clause. I'm waiting for Hitchin Audi to call back to find out what's going on.
The chap I spoke to at Customer Servcies said they only overule the garage's decision in exceptional circumstances. Anyone have any idea what the setup actually is?