Another Fault - What Now?

[jimmydougle]

Morning all,

I feel kind of miffed and I’m not sure what action to take now.

I have had yet another fault this morning with my 9 month old S3; this brings the total amount of faults to 5, although I think it may be 6.

• Seat belt fault
• Crank shaft sensor fault
• Coolant leak
• Start/stop fault
• ACC fault

This morning it was the ACC. Now I don’t mind going back to Audi and having the fault fixed, but it seems to be every other month I’m going down to the dealership to get something fixed, the girls on reception can even remember my name now! With the wait time for a courtesy car is about 3 weeks; it means that I have to live with the fault for 3 weeks each time.

Any ideas what I can do from here? I know I’m outside the 6 month rejection window, but I don’t really want to go down that road anyway as I love the car. However, a slight reduction in monthly payments would be useful.

Or, am I just being a moany person who needs to wind their neck in? Are these common, normal faults?

Cheers,

James

 

[The Challinor]

Put it to the dealers if your not happy your not happy.

Also is be expecting a decent courtesy car as well.

 

[Dtwm1]

Contact Audi UK and moan at them. VW have an account with europcar and enterprise to provide vag cars so there's no reason why they couldn't give you a rental car instead of living with the fault seeing how often it's happening.

 

[The Challinor]

I really would also insist on a S Car as your paying finance on a S car for a reason and if your without it for X amount of days its still costing you money.

Or a rebate of the finance different per day x number of days without your S3, but getting another S car whilst yours is in the garage would be simpler.

 

[jimmydougle]

Cheers guys, I'll contact Audi at lunch time today. You're definitely right, for paying so much on the finance I do lose out on the days where I don't have the car.

I'll let you know the outcome.

 

[veeeight]

I've had 3 out of your 6, plus a couple of other faults in 10 months.

In my experience of Audi ownership, they are no better than any other mainstream manufacturer for faults, in fact the work Fords seem better

As long as they fix the fault, and I'm not inconvenienced, I just accept that things break and will get fixed under warranty.

 

[Bristle Hound]

I just accept that things break and will get fixed under warranty.

Agreed

They are mechanical devices made up of many parts and things WILL go wrong I'm afraid

When I had my B6 A4 the crankshaft oil seal went after 12 months. Was a 2 day 1/2 engine out job. These things happen unfortunately. At least the Dealer gave me a new B6 quattro Avant as a loaner for 2 days

 

[S32B]

If it were me I'd go straight to Audi UK rather than the dealer, as they are just a franchise. I doubt you'd get a reduction in your monthly payments, but I would expect to get an S car as others have said and maybe the first service done for free as a gesture of goodwill for your patience! You have paid good money for a 'premium' car, you have the right to have a moan...don't be so British If you messed up at work would your boss just accept it, or would s/he have a moan at you???

It may also be worth doing a Google to see who you can find from Audi UK! When I had trouble with BT I did that and found the email address for the MD, so I sent an email with my problem. One of her executives replied and boy did she get things moving....plus a nice cheque/rebate for my trouble at the end Long story short which is rather amusing: One of the UK based call centre staff was mouthing off at me because I asked him to check an ongoing problem on my account. I reminded him that the call was being recorded to which he replied "Yeah so I don't care" and continued to mouth off (if it had been face to face he would have been smacked in the mouth). After contacting the MD an executive called me and said that she would track and listen to that call. A few days later she called me back, her words: "Believe me when I say the person concerned will be getting taken into an office, the recording will be getting played and he will be dealt with" I would have loved to sit in on that meeting!!!

 

[veeeight]

I've never heard such rubbish.

Demanding a S courtesy car.

Car goes faulty
Car gets fixed

No other obligation.

You've bought a mass market A3. Not a premium A8

 

[Martha]

A new car should be of satisfactory quality - these number of faults are not acceptable.

Make sure you get Audi UK to understnad you mean business.

It's all very well that things are fixed under warranty but what happens if things go wrong outsiode.

Surely Audi should offer at least a 5 year warranty like Toyota, or 7 years like KIA/Hyundai?

 

[veeeight]

What number of faults would make it acceptable?

 

[ConorA]

Contact Audi UK and moan at them. VW have an account with europcar and enterprise to provide vag cars so there's no reason why they couldn't give you a rental car instead of living with the fault seeing how often it's happening.

if you do go down the europcar route via Audi, make sure you document down the fuel and the alloys etc.

both time i have had courtesy cars they have tried to charge me for something or other.

i had managed to resolve it both times, but the annoying thing is they just say they are going to take the money out on a certain date so the money had been taken from my account before i even received the letter on one of the occasions.

 

[S32B]

Expect and demand are totally different!

I've worked for GM for 18 years and they certainly don't have the attitude of Car goes faulty - Car gets fixed - no other obligation. So why should Audi?

They do all they can to insure the customer is happy with the way things are being dealt with and will 'if asked/pushed' go out of their way! My mate had an Astra which went in for a recall and they offered a Corsa as a courtesy car, he said "I'm due to play golf today and it's not big enough", they went to another dealership and got him an Insignia. I'm a great believer in 'if you don't ask you don't get'.

 

[veeeight]

By asking people to demand a S car as a courtesy car you are setting unrealistic expectations, both on the part of the customer, and the dealer.

Do you really think dealers have S models sitting around waiting to be used as courtesy cars?

An Audi dealer may wish to extend some extraordinary customer service in an individual case, and that's up to that individual dealer. Certainly not all Audi dealers think this way, and whilst it may be an ambition of Audi UK there is no obligation to do so.

Whilst I'm a great believer of good customer service, I don't expect extraordinary customer service on all occasions. It's nice to be surprised as a bonus, but when expectations exceed reality, it's time to adjust.

If I order a black cab, I expect a black cab to turn up outside my house. Not a Rolls-Royce.

An Audi A3 is just another mass market car from a mass market manufacturer, you've not bought a bespoke premium car that commands such extraordinary attention

 

[The Challinor]

Well S owners have spent more of their hard earned cash buying a S car and say if it's in at a dealers for 7 faults like this guy they are still paying finance on a S car and not driving what they are paying a lot more over the less priced models.

This applies more to RS and higher priced S models but principle is the same. ( as I realise some A3's can cost more then a A3 S3 ).

 

[Snibo]

Get the car fixed - then move on.
That's what I would do if I had the number of problems that you have had.

Really bad news that Audi is kept being promoted as a Premium Brand and you're getting this sort of Service ??

There's plenty of other manufacturers offering fantastic deals / standard equipment / service these days.
Keep up Audi - or lose out on those Private Buyers.

Problem is too many corporate accounts, so Audi don't need to worry about the Little Man.
Anyway, Good Luck and hope you get fixed and back on the road soon.

 

[S32B]

But if you ordered and paid for a Rolls-Royce and a black cab turned up you wouldn't just accept it lol

 

[jimmydougle]

A new car should be of satisfactory quality - these number of faults are not acceptable.

Make sure you get Audi UK to understnad you mean business.

It's all very well that things are fixed under warranty but what happens if things go wrong outsiode.

Surely Audi should offer at least a 5 year warranty like Toyota, or 7 years like KIA/Hyundai?

This is exactly how I'm feeling about it. If this much is going wrong now, then how much will go wrong outside the warranty when I can't just take it back to Audi. I've asked for them to add another year on for free, but they said that this cannot be done until the current warrant ends and it will need to be discussed then.

The other point which you mentioned is how many faults are acceptable. I have no idea, this is the first new car I've owned. But I've never had so many faults in a car before as I have this one. All my other cars have been second hand and out of warranty, there was never an issue with them.

It is interesting to hear the different opinions of the forum. I'm not fussed about which courtesy car I have, as long as I have one. But I understand the two points of view that I've bought a "premium" car so should have a "premium" courtesy car, but to what extent? Like veeeight said, I haven't bought an A8; but it is an S model.

 

[veeeight]

Problem is too many corporate accounts, so Audi don't need to worry about the Little Man.

^ +1

This. The real money is corporate and fleet accounts and sales. Dealers are interested in shifting metal.

 

[S32B]

Jimmydougle this may help you http://www.resolver.co.uk/companies/audi-complaints

 

[veeeight]

Like veeeight said, I haven't bought an A8; but it is an S model.

Ahhhhhh. Dealers are told to treat A8 and RS owners like gods. Unfortunately this doesn't extend to S owners, as S cars aren't different/special enough.

 

[veeeight]

But if you ordered and paid for a Rolls-Royce and a black cab turned up you wouldn't just accept it lol

Correct! My (reasonable) expectations haven't been met

 

[veeeight]

This thing about Audi bring a premium brand or not is something that gets discussed often.

Firstly it's relative. If you're used to staying in a Travelodge, then Hilton would be premium. But not if you usually stay in a Four Seasons.

Secondly - there are some characteristics that make up a premium object/brand, eg. Rarity, Authenticity, Quality etc.

Thirdly - Price and Worth. Two different things. A premium object or brand is where someone will pay the premium price because they think it's worth it, taking into account the second point.

Applying the above tests, seeing as Audi's are used as taxi's in Europe and elsewhere, given the quality issues, only some models in the lineup would qualify as "Premium", not the brand per se.

And this is why A8 and RS owners are afforded the extraordinary customer service.

 

[The Challinor]

I was treated like a god thank you very much lol

 

[veeeight]

Like I said, everything is relative. You're used to the Linton Travel Tavern

Aha!

 

[The Challinor]

Like I said, everything is relative. You're used to the Linton Travel Tavern

Aha!

I have you know it dependant on the trip I stay in some very nice places thank you very much.

 

[Symon]

It shouldn't matter in principle whether it's an A8 or an A3. Best thing you can do is speak to Audi- they will tell you what can & can't be done. I think an S courtesy is optimistic though. I wonder- if it was Ferrari whether you'd get a courtesy Ferrari. I think possibly not?

 

[veeeight]

Fiat 500.

(And actually, Audi UK will be reluctant to get involved unless there is clear negligence involved, or brand damage. The contract of sale is between you and the dealer, not Audi UK so in the first instance they will wait to see if it can be resolved between yourselves. But you can try.)

 

[rams_s3]

Porsche always give porsche courtesy cars, can't see why ferrari wouldn't.

 

[Pulp84]

Porsche always give porsche courtesy cars, can't see why ferrari wouldn't.

Think its different dealer to dealer.

I have a friend who works for enterprise and he has the D*ck Lovett Swindon Ferrari / Porsche account. He usually provides S6's, A8's, E or S class Merc's to their customers. I thought that was odd but that's what they get!

When my S3 goes to have its bonnet re-sprayed this week I'm getting a 1.0 litre Up! - for some reason my Audi bodyshop uses these cracking little cars. Quite looking forward to the experience!

 

[cuke2u]

I've had 3 out of your 6, plus a couple of other faults in 10 months.

In my experience of Audi ownership, they are no better than any other mainstream manufacturer for faults, in fact the work Fords seem better

As long as they fix the fault, and I'm not inconvenienced, I just accept that things break and will get fixed under warranty.

Steady now with the 'F' word, it could be seen as blasphemy in here

 

[Pulp84]

Steady now with the 'F' word, it could be seen as blasphemy in here

No the 'F' word is fine.

Its mention of the letter 'R' that usually brings out the pitchforks

 

[veeeight]

When my S3 goes to have its bonnet re-sprayed this week

Hope that goes well for you, I remember that particular soul destroying episode

 

[Pulp84]

Hope that goes well for you, I remember that particular soul destroying episode

Cheers.....

Hopefully all be will be back to normal by the end of the week

 

[M_D_O_London]

OP - very sorry to hear about your bad experience.

If it helps, I rejected my original A3 8V Sportback 1.8 TFSI after 10 months and 6,500 miles - you may find the below synopsis useful.

This was after three new S-Tronic gearboxes / clutch packs due to constant gear selections issues / grinding / loss of power. In addition to near-total loss of all electrics on at least two occassions The final straw was an oil leak caused by poor re-fitting of the gearbox assembley by the fixing dealer (Harold Wood Audi).

At one point last year, I didn't have my vehicle for 7 weeks consecutively.

I engaged Audi UK involved quite early on and they appointed a Relationship Manager to oversee the repair process and regularly liaises with the repairing dealer. However, when it was establised that the gearbox faults remained even after the three new gearboxes, I was advised by Audi UK to reach out to the supplying dealer who accepted the issues I had had with the vehicle and started the process of a return. During this point, I called Audi Assist to take away the vehicle (which was near undrivable) and asked them to recover it back to the supplying dealer - which they obliged. I also wrote an extensive letter to the supplying dealer explaining the issues and why I was rejecting the vehicle. During this period (and along with all the other times the car broke down during the short period of ownership, Audi Replacement Vehicles supplied suitable replacement vehicles - arranged via Audi Assist and Europcar Prestige).

The supplying dealer then liaised with a specialist team at Audi UK who deal with these sorts of rejections who then computed a figure of what was a fair 'depreciation settlement' on the original. This did seem reasonably fair given the mileage I had done on the original vehicle, (this amounted to a couple of thousand - an amount significantly less than typical depreciation over the period). During this point, I confirmed to Audi UK that I was happy to accept a new replacement vehicle (and I had the choice to upgrade / change options if I wished as it was an all-new factory order). Any additional spec was at an extra cost to me.

During the time my original vehicle was away and the new replacement was ordered, I remained in the car provided by Audi UK, (an A7 S-Line 3.0 TDI quattro). Once my replacement vehicle arrived 8 weeks later, I paid the 'depreciation settlement' in addition to the extra for the additional spec.

Hope this helps give some clarity to the process.

[Note: The vehicle was purchased outright. I am not sure if this would make any difference if the vehicle was leased / on a HP / PCP].

 

[Dtwm1]

Think its different dealer to dealer.

I have a friend who works for enterprise and he has the D*ck Lovett Swindon Ferrari / Porsche account. He usually provides S6's, A8's, E or S class Merc's to their customers. I thought that was odd but that's what they get!

When my S3 goes to have its bonnet re-sprayed this week I'm getting a 1.0 litre Up! - for some reason my Audi bodyshop uses these cracking little cars. Quite looking forward to the experience!

I too work for Enterprise. The rules of from Porsche assist are to provide what we call a small prem e.g. 3 series, C-Class etc. Basically something with a badge but nothing to tempt them away come trade in time. Orders from dealers differ, they get what they want.

 

[veeeight]

When my mates SLK had a problem, he had to be provided a Merc from e !

No other marque allowed apparently!

 

[S32B]

When my S3 goes to have its bonnet re-sprayed this week I'm getting a 1.0 litre Up! - for some reason my Audi bodyshop uses these cracking little cars. Quite looking forward to the experience!

My sister got one of these on a PCP deal late 2013, it's a great little car for around town, £2k down and £70 per month...yes £70 per month over 3 years, she also got a 3 year service pack for £199!!!

What she saves on road tax, insurance and fuel pays for the car each month. She did have a 2.2 petrol Zafira but with the kids now 16+ she decided to downsize. Fuel went from 23 mpg to 50 mpg around town which is what she mainly does, road tax went from £285 down to £20 and the insurance was less than half of what it was.

 

[Pulp84]

I too work for Enterprise. The rules of from Porsche assist are to provide what we call a small prem e.g. 3 series, C-Class etc. Basically something with a badge but nothing to tempt them away come trade in time. Orders from dealers differ, they get what they want.

Not sure about the Porsche assist where my friend only told me about the cars he provides for warranty work / repairs.

I know however Porsche @ Lovetts now have bog standard Macans for courtesy cars

 

[Dtwm1]

When my mates SLK had a problem, he had to be provided a Merc from e !

No other marque allowed apparently!

Yep jlr, bmw, merc are brand for brand no exceptions as there all relatively high cost if your range rover breaks and you have an x5 for a week and love it its a lot of money for ljr to lose if you don't trade it in for another land rover etc.

Vag/Ford have a tender process based on who car offer what car the quickest, it goes model for model (a3 for a3/focus for focus), brand for brand (a3 for a6/focus for fiesta) group for group (audi for seat).