Right, I took mine into Five Oaks Audi near Billingshurst on Monday and was told beforehand that I'd need to leave my car with them for the day, so they'd provide me with a free courtesy car whilst they carried out their investigations. Fair enough - I figured that was acceptable.
I turned up at 08:00am on Monday morning and after standing around for 10 minutes someone finally decided to help me. They said that they didn't need to take my vehicle in and instead they would take a couple of pictures and send them to the warranty team at head office to determine whether or not I would be covered for my claim.
I received a call the following day from the Five Oaks Audi branch saying that they wouldn't be covering me for my claim, yet they were willing to offer 70/30 in my favour for the repair of the vehicle, and that it would cost me just under £50.00 to resolve.
I disputed this immediately to be told that it's Head Office that deal with it and not them - I then asked for their telephone number, which the guy gave me, and he told me to wait 5-10 mins to give him the chance to phone ahead and tell them that I'd be calling.
I waited an hour to be safe and called up - I was told that without my chassis number I wouldn't be able to get any help, so I had to get my chassis number and call back! Eventually they loaded up my details and I was informed that they would investigate it and call me back, as they had to get further info from the warranty department before offering me any assistance.
I received a call back and was told that the corrosion was caused as a result of moisture on edge/fold and was therefore only covered by the 3-year paint warranty rather than the 12 year corrosion warranty.
I argued this and stated that there is corrosion, no break in the paintwork for the moisture to enter and as a result it should be covered under warranty and I shouldn't have to pay a penny for its repair.
The case was escalated to the Customer Relations manager, who communicated with me via the monkey on Customer Service level and informed me that they would not be budging on the 70% offer that I have been made, and are standing by the fact that it's edge/fold and not corrosion.
I then asked why it is that other customers of Audi with the exact same circumstances as me have been offered preferential treatment and had 100% of their claim covered, whereas I am having to pay 30% in order to repair something that is covered under warranty. The monkey went back to the manager and came back advising me that each case is different, dealt with independently, and that there are numerous factors taken into consideration when dealing with any attempts to claim.
I queried and asked how it could be that I am given a different outcome to someone else that has the exact same issue, to almost the exact same extent, in almost the exact same places - If someone else should be offered this then I should be entitled also. I offered to provide a registration number and chassis number as comparison of this case in order for it to be reviewed.
After hopping off to grab a banana and speak to the head honcho again the monkey returned and told me that he couldn't comply with this and was only able to discuss my case and not the case of anyone else due to Data Protection. At this point I then offered to forward to them via fax or post immediately a letter of authority from the individual of the other case that managed to secure 100% contribution so that any worry or concern of the Data Protection Act can be erased.
The monkey then advised me that he'd need to refer back to his Customer Relations manager, and hopped off again for a few moments before coming back and explaining that he wouldn't be moving on this, and that 70% is a fair offer considering it is something that they don't consider to be covered by the warranty.
I then re-iterated the point about the preferential treatment and the fact that I am basically being penalised in comparison to someone else for an undisclosed reason. I was told that it could be down to other factors, such as brand loyalty (how much servicing is done at Audi etc), age and mileage of the vehicle etc..
To which I replied that 85% of the comprehensive service history of the vehicle was carried out at official Audi dealerships, and I am under the (now-dimming) intentions of purchasing a brand new Audi of the same model within the next 18-24 months, and the age and mileage of the vehicle that was offered 100% was almost identical.
I was then told that as the vehicle is over 10 years old they wouldn't be able to obtain any info on their database about my car... Thus defying their argument and point in the first place.
Now losing the argument heavily and running out of pointless, devoid of any sustenance statements, the monkey stated that the matter would be referred to the Customer Relations manager who would contact me back without fail within 48 hours to give me an answer to any further questions I may have in addition to the question that I have raised today.
He stated that he feels it would be unlikely for this offer of 70% to change.
I will keep you posted...
and that I would have to pay £369.16 inc vat
![[Dave B]](/xf/data/avatars/s/0/100.jpg?1478806902){kind=avatar}
