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Discussion in 'RS3 Forum (8P Chassis)' started by 45bvtc, Mar 4, 2013.
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Thanks for the heads up Rich.
Ice when you're ready, ping me a PM & we can discuss your cruise control install
DISGUSTING SERVICE AT JCT600 AUDI HULL
right to put it straight wnet in yesterday ast he emissions light came on my S3 - basically the told me to get audi assistance out - so wait in mcdonalds car park 40 minutes for RAC guy, after looking at my S3 another 30 minutes he had a list of faults with my car what was wrong with it and advised me to take it back to the audi garage for them to have a look at, JCT600 AUDI HULL failed to even bother lookign at these faults and said they need to test it on there machine first even though the RAC gave them a list of faults that was wrong with my car, i was not even told if these faults where under warranty, the RAC said JCT600 AUDI HULL should of given me a courtsey car no and they did not and said they were all out. JCT600 AUDI HULL even failed to even give me a lift to work instead i had to get a mates mate to take me, JCT600 AUDI HULL then phone me saying they cannot look furthur into the issue with my car because its something id have to take up with bradford audi even though i still have a a guarantee with audi, (should not matter what garage i take it back to imo). i phone bradford audi who put me back through to audi breakdown assist who said the reason JCT600 AUDI HULL did not look at my car was because of my attitude, JCT600 AUDI HULL is a disgrace PLEASE DO NOT USE THIS DEALERSHIP or any JCT600 dealership if you can help it.
Stockport Audi - Shocking, no interest in aftersales what so ever
Bolton Audi - Excellent, attend to any problems I have had within a couple of days
Blackburn Audi - Decent but only ever used them once
Cardiff Audi, after all the good things I've said about them, were fecking useless today at service time.
I'd booked a 'while you wait' service at 08.30 this morning "about 2 hours" I was quoted, so it's better for me to wait than mess about with a loan car etc. Trouble is when I got there they hadn't booked me in to wait and thought they could do the job by 3pm... and could someone come and pick me up! Erm no I don't think so. Some random manager appears and mumbles something which is interpreted to me by the service woman as we can do the car by 11.30. And the excuse for not being booked in as while you wait service "we don't make the bookings we just deal with you while you are here" - do they think the customer really cares about this? It's all the same dealership to me.
At 9.45 my car is still in the exact spot where I left it so I ask if all is on schedule. This response is the one that annoyed me the most "Yes your car has already been in for it's health check" - umm no I pointed out my car hadn't moved and was still outside. Then came the lie yes they've put it back outside...I've been sat looking at my car the whole time. I did ask them if we should check the real time tracker log to make sure there hadn't been a disturbance in the relationship between time & space but it seems this wasn't needed. About 10.30 the car finally went in to the service bay and I was given an updated time of 12.30.
At 13.15 I finally got the car back with the excuse that "the recall Haldex software update caused the delay" - what not the fact that they started the work 2 hours late.
Shocking service after being previously very good. You would think dealers would realise this is customers one main interaction with them a year and want to get this right.
I've expressed my opinions to the dealer management and Audi Customer Services, I'm awaiting their response.
Oh dear, another case of lying, lazy and useless Audi dealers then!!!!
similar story i had with stockport Audi when collecting my car they said 4.30 pm no problem, arrived at 4.30 didn't get the car until 5.45 ! they blamed the ECU update saying it took longer than they thought ! Yeh right Blah,Blah,Blah lying toe-rags won't be getting my car for a service again !!
Its time these Audi dealers woke up and started to treat customers with respect.
Yes trust me I was livid by the end of the time. If they started the work on time the ECU updates wouldn't be a problem.
The weirdest comment of all was "do you know your tyres are brand new" - well strangely yes as I was there when I fitted them. I asked what the comment was about but got no response.
I've already had the first apology from the Head of Business and they are looking in to what went wrong, trouble is the damage is done. Trust is way too easily lost. I've made some strong points about being RS customers and whether Audi actually want and can cope with customers who demand service that meets expectations. I think they are too busy servicing the fleets of A3 DIEsels to give a monkeys about private customers. I've long stated my doubts about spending bigger sums of cash with Audi, it wasn't good enough for an RS3 but if I'd had been taking in an RS6 or R8 today I'd have kicked off big time!
This is below mainstream levels of service for a premium price car and champagne prices for beer levels of service is just one step too far. Maybe its a European brand thing because Mitsi and Subaru were always spot on but Mini and Audi have been inconsistent. I just get the feeling once you've bought the car no one cares and after sales customers are just a pain to the dealers.
Mark, did you have any problems with ECU updates, changing anything already on the car?
Hi Neil, no it was only a Haldex update so no the map is fine - that was the first thing I tested, still pulls like S in in D and S shift point is still 7100. No mention was made of the map even with the APR sticker on.
TBH most caring Audi owners or S & RS enthusiasts expect quality of service, but I think your are spot on about the A3/4/5 Rep diesel brigade who unintentionally compromise the whole customer experience with complacency - as with most fleet car owners they generally tend to say "how hot is the coffee....oh yes, replace the tires all round, change the wiper blades and infact check the oil too as she has been cutting out and then starting almost ever time I have been stopping at the lights and I don't expect that from a '63 plate".
At this point a light bulb goes off at Audi HQ and the latest GPS technology vibrates the closest Service Manager in the Fleet owner's proximity to alert him of his immediately 'brucey bonus" if he can seal the deal. He then presents the customer with a mystery survey and 15 mins later he says "Your not going to believe this, and I know you possibly haven't finished the survey yet but a hidden microchip confirming your name and location has isolated you as the winner of our iPad competition" ....the reps say "so what are your saying?" ------the service manager then says "you've won a prize" and then mutters internally 'ya dancer I have hit my monthly bonus'. Now of course that is tongue in cheek, but.....
The franchise I bought my first RS3 from once tried to stop me from entering the premises on the basis I was there to make trouble....I told them with a name like "Elton" I always wore a pink cat-suit and was merely there to demand a refund for a fraudulent sale on my initial purchase as I wasn't advised or told the premium A3 model titled the RS3, was an absolute howler of a squeeler which I testified by driving around their premises like a scene from 'Blazing Saddles'.......8 months later I got my money back and am now also sporting a full lycra borac wardrobe, so please don't take their patronising customer service sh@t he he, especially when its blatent lies and you can see your car hasn't evened turned a wheel and they say it been health checked.
For example - I always say "yes, I am fussy, yes I am abstract, but please ensure no one washes the car" even though she may appear in need of TLC.....she is my pride and joy and I don't even let the missus wash her....(unless she says she is of course!)
I always ask that this be written on my ticket.
With my S3 it was written on my ticket by the service manager and when I collected it was ticked and signed as washed and valeted.....since then I have assumed master tech's and service managers are actually trained monkeys from parallel universes' who are pre-programmed to say "ice fishing".
My experience with the stealers is that they give quality of service provided you are a stereotypical customer, but in reality if you push beyond that and most don't give a sh*t. They recently tried to charge me £15 admin costs for the insurance of the courtesy VW polo I was offered as a courtesy car when my car was being recalled for error from the manufacturer?
Furthermore, my missus worked for an alleged reputable 'stealer' and had commands and demands from management that couldn't be printed online....that is how outrageous as well as spectrum-ised the owner experience can be from one visit to the next.
On a more serious note I am now recruiting fellow owners to join me in the making of Kick Ass 3.....
Exactly Elton, it seems yesterday I ran into all the jobsworths. As there was nothing wrong on my car they had no way of selling me add ons.
3 other people were waiting and each one was approached for some combination of 'tyres and wipers' add on. It is a disgrace. They must truly think we are all stupid.
The weirdest comment of all was "do you know your tyres are brand new" - well strangely yes as I was there when I fitted them. I asked what the comment was about but got no response.
Brilliant Just bloody brilliant MBK !!!! To me that sums up Audi Dealers to a T, make stupid statements then don't listen to the customer !
This reminds me of when mine went in for its 1st service and brake update,
ME: The current pads are getting very Low, so I'd like the update ASAP as I'm going to Cornwall on holiday soon so will be doing a lot of miles,
Audi CS: Oh don't worry sir, I'm sure the pads will be checked as part of the service,
ME: Its having all the front brake components changed as part of the update, that's why I want it doing before I go,
Audi CS: Yes sir I'm sure they'll check the pads as part of the service,
After this I gave up, it was just easier to go with it as they clearly had no clue !!
Dealers make me feel ill...
I'm so fed up of their bull$hite!
I'd still be writing lunchtime to describe the hassle Audi have put me through.
Mark: 6mths ago I had a full 1hr rant at the same said dealer, they agreed with everything I said and promised a call that afternoon.
I'm still waiting..
Hmm...that's not good Garry, something has gone seriously wrong at Cardiff Audi if this is now the norm. I already know Swansea and Sinclair in general are useless so I think I'll give South Hereford a chance next year their attitude seemed better maybe because they are smaller.
One thing for sure I won't be buying anything more expensive from Audi. It's the wrong attitude for premium sports cars.
Lets see what trading standards have to say about their false tyre price match claims too. They've messed me about so its time to repay in kind!
I expected more of Cardiff seeing you bought from them and being part of Mon Motors but Bath Audi are by far the best people I've dealt with.
There is Integrity, honour and even credibility which the engineering oozes, but blatant "you car has been health checked" lies and also signs of tyre price fixing is enough to make any bi-polar enthusiast flip at the disgust of customer service - all I can say is they are lucky your name is MKB and not..... "Paul Kersey"..... as I'm now visualising a scene where you ask the stealer to come out and listen to a fictitious noise from within the cabin.....then you lock the doors, put the foot down whilst saying "see that thing over your left shoulder you better plug it in as you're going to frigin need it". Then you turn into track mode and test the verosity of his boxer shorts......with the only squealing being his hyena voice or twitching buttocks ;-( "So, do I still need new tyres and wiper blades or would you care to purchase a new pair of briefs from my service dept before i take you back to HQ, I have come prepared - so no need to order then in - as i have a pair in your size in the glove box, and you are in luck I also price match.....so lets call it £1 as we do price match Primark and an extra 50p for the mars bar! .....Carlsberg don't do Stealers....... Sorry but they do my nut in......more so because my misuses worked for them and shared a few home truths and strategies as well as their monthly pay packets!
Forget trading standards - why not make a different case to DS @ Audi UK about your brakes - stating you were forced ("inevitably" in quotes) to go down the fix, personally at a cost of £1.5k for your current set-up and as their is now an official fix as well as and admission of fault you are either seeking compensation or the same recall as all other owners. However, as you have settled the fix beforehand you are now perusing recompense or at least the delivery of all parts of replacement.....to which upon receipt you will accept this as full and final settlement towards the manufacturer recall..... If not say you believe they have a case to answer as to why 97+ UK owners have had this remedial and yet you have not been formally communicated to and your name is still in the proverbial log book!
Well the better news is Cardiff Audi did take my complaint seriously and have given me an open and honest reply to all the points I raised.
I had the feeling something had changed and it seems I was right. I know a few of you deal with Monmotors group dealers so you might want to remember this. They've got themselves one of those call centres that deals with service bookings - across all their brands not just Audi. This explains the drop in standards, you're basically just being dealt with along with the mass of other brands. Luckily they record all the calls so they had record of the booking call where I quite clearly asked for a while you wait service - sometimes these recorded phone calls really do work in your favour. If you are booking your service ask to be put through to the dealership and speak to someone you recognise would be my advice - I wish I'd know this 2 weeks ago!
They also recorded their own phone calls where they didn't price match directly comparable tyre quotes which is a bit of an own goal.
I'm glad to say the response I got was the one I wanted, yes they took the issues seriously, yes they accepted it wasn't right and yes they would do what they could to put it right in future. Though I did make the point if the call centre stays they might have trouble doing this. The whole air of the dealership on the day had become high volume diesel clone servicing and I think Audi have been seduced by that market forgetting that it made it's mark as a premium brand.
I was at least convinced they do actually want to build trust and loyalty with customers, I'm on my 4th car with them (I know some of you will be on far more and over a longer time). The trouble with cost cutting is it always shows up somewhere as was the case here. At least they listened and responded but I'm still to be convinced that Audi is really a company that can look after it's top end cars. I think Audi need dedicated S / RS / R centres in the same style as Merc AMG, Nissan HPC etc to keep the customer service in line with the cars they sell in the £30K plus bracket.
Walton Audi - Beyond superb, the effort they made when my first car lunched its engine to ensure i got everything i needed was fantastic, even down to getting me a long term S3 DSG and lending me an R8 spyder for a week
Bexley Audi (my local) - 3 times i left calls for someone to call me about buying an RS3 (gave up and went to WA) and they never rang me back, there service department is brilliant, but there car park is very tight and i had some light damage to my car last time it was there ...
Interesting, Bromley is my local Audi dealer and they are shocking. My car needed warranty work and they tried to charge me as they said my car had non factory tints. It turns out that they were looking on an internal system and not an Audi system regarding my cars spec. Needless to say I went mad, luckily I had proof of the cars spec as it left the production line.
I have personally found Bexley to be a breath of fresh air in comparison to Bromley.
As posted at #2, and having yesterday/today my/Bluey's second service with the 47i6 upgrade I can only REPEAT!:
"I'll put my marker down: I have to say that I've total confidence in the guys at Stafford Audi!
Maybe, and while I readily acknowledge it's NOT a satisfactory answer for all, you should take your RS3 pride and joy cars there....
AND I HAVE checked the Stafford Audi service guys out: when I first started to use Stafford Audi I'd ALWAYS have the car back in the garage with the wheels off and/or back over the 'pit' just to look see, and I've NEVER found them wanting....
My RS3 and TT will be back at Stafford Audi for servicing, no worries... " :thumbsup:
Note 1: and I do have my Front wheels off, POR15 applied where necessary.
Note 2: These brakes have had the Brembo bedding-in procedure applied
Note 3: And each and everyone of those pathetic (only-there-to-mask-the-cause) anti-vibration bobbins (2 per caliper) have fallen off (Meow!!!)
Maybe this should be added to a Brake Thread?
i can vouch for them as when I went in recently they remembered your car mark and said it was a nice car and that you did track days, they're member their customers and are real petrol heads. I went in recently because they fitted the brake recall 4k ago (they didn't have to as my 1 year Audi warranty was with slough) and they are vibrating every time I brake no confidence with it at all now. And showed it to them on Friday sat for 1 1/2 hours whilst they tested it and mum specced up a Q3 RS, they came back saying they have sent their data away to Audi HQ and will give me a ring Monday with a answer on what to do. Monday has come and they said they would need the car for 2 days to do more tests and send the results off to Audi to see what to do and said they would give me a car but would be next week. I said can it be fitted in sooner If I didn't need a car and they fitted me in the next day, iv dropped it off today and now the wait starts. But basically they have never let me down and if I ring up they always make time to tell me what's going on A++++++++++ service for me.