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Dealership issue after 5 days

Discussion in 'A3/S3/Sportback (8P Chassis)' started by simon-s3, Feb 12, 2008.

  1. simon-s3
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    simon-s3 Member

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    [Feb 12, 2008]
    Picked up my 8 month old S3 last week and washed it for the first time at the weekend. One of the wheels wouldn't clean properly as the dirt stuck to it and I noticed the laquer was flacking off. I went in to see them yesterday and they say it has been poorly refurbished and as it wasn't by them so I will have to get it done myself as it is not a manufacturing fault so warranty doesn't apply. As a used car (It was an Audi owned car) they say I have to expect certain items to display "wear and tear". I paid top price for this and not that far off List and they are being very difficult over this. I am calling the Sales Manager today to discuss again.

    When I inspected the car it had so much wheel dressing on it shined for England so it didn't show. Now I have cleaned it you can see it flaking off all over the place and it doesn't look as "bright" as the other wheels due to the finish being dull. Where it is flaking off the laquer looks good underneath.

    They said, when I brought it, that as an Audi owned car they have strict rules about how the cars are cared for, this looks like a back street repair.

    Anyone got any ideas of what I can do when I call later today ?
    #1
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  3. jasaudi
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    jasaudi Member

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    [Feb 12, 2008]
    Simon

    The only advice I would give you would be this.

    Write down exactly what happened and what is right/wrong with the car. Put it in a letter addressed to the sales manager and sit down with him and go through it rationally and clearly stating FACTS only.

    The second you get emotional or angry he will have an excuse to dismiss you.

    Explain how disappointed you are and ask him if that is the way he wanted you to feel as a result of buying a nearly new car from him as a reputable Audi dealer. If he still won't play, ask him for a formal resaponse to the letter so that you can send it to Audi UK. Don't threaten him with this just quietly state that this is just for completeness

    Remember don't get cross or angry, just state facts and be polite
    #2
  4. bacardi
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    bacardi Active Member

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    [Feb 12, 2008]
    Electrodes

    testcles

    Should solve it, its all they're worth anyway, useless muppets
    #3
  5. 96a6v6
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    96a6v6 Member

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    [Feb 12, 2008]
    Good luck, as stated previously, stay clam and present the facts to him

    Keep us updated with how it goes

    I had a similar problem with the alloy on my MKV Golf, it must of had a large sticker on each alloy wheel, probably from the factory, my car was delivered to me on a transporter, it looked lovely and clean

    However, 1 day of brake dust later, which then stuck to the adhesive residue, each wheel had a 4" rectangle of dirt on it, that couldnt be shifted, even with adhesive remover

    As my car was supplied from way up north, I contacted my local VW dealer, they didnt want to know, they told me to speak with supplying dealer, they were too far for me to do anything, but agreed to pick up the cost of me providing a receipt for the work done (this was a battle as they denied that stickers would have been on the wheels, however, I did get my way after some persistence :) ), which I duly obtained and it was sorted quite easily
    #4
  6. L60N
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    L60N Guest

    [Feb 12, 2008]
    This is unbeleivable.

    I would expect a lot more from Audi. I personally find it hard to handle slimy salemen in this situation and struggle to keep my cool.

    I understand the comments about "stay calm etc etc, but Please!! It almost reads as though you have to make them feel in a position of power, and demonstrate that you are not worthy, once you do this, they may take pity on your mortal soul.....

    You shouldnt have to walk on eggshells to meet a rational end result.

    Case in point:

    [​IMG]

    My Ford mondeo Titanium X was 11months old when i bought it, paid £13500 for it which was one hell of a deal, i screwed them to the deck.

    I was over the moon with my baby she was all i had hoped for, lovely plush interior, awesome mile muncher with great cabin quality.. after a few weeks however, i noted some things:

    - Laquer coming off on 2 wheels
    - BIrd sh1t or somthing had attacked the paintwork in numerous places
    - Engine was a tad lumpy

    One phone call later, it was booked in.

    They replaced the wheels, checked the engine (i think they carried out an ECU upgrade) and also RESPRAYED the roof and rear quarter where the Bird p00 had attacked. This was all carried out under warranty.

    Now I was expecting a battle but Ford obviously understand that in order to retain custom, you have to first deliver a level of customer service.....
    #5
  7. voorhees
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    voorhees Moderator Staff Member Moderator

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    [Feb 12, 2008]
    I have had experianced similar quality issues six months after buying my S3 which was 4 years old
    I took it to a bodyshop as I noticed by the rear wheel arch it was losing laquer by the strip to which they said take it back to the Dealer,I was a bit angered by them as they gave me a big folder which had within it a quality certificate saying the cars been checked by a specialist.My argument was that they knowingly sold it with the dodgy laquer and therefore I was going to return the car to which they said as a goodwill gesture they will take the car away and fix it (which they did)
    Try phoning these people as they will sort you out
    http://www.consumerdirect.gov.uk/about/how-we-help/
    #6
  8. jdp1962
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    jdp1962 Grumpy Old Moderator Staff Member Moderator

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    [Feb 12, 2008]
    What does your warranty booklet actually say? Does it state that independent repair work carried out on the car is not covered? And even if it does, did the supplying dealer provide you with a clear statement before you bought it that the car had been the subject of independent repair work that would not be covered under the warranty?

    If it did not, then you could reasonably argue that you bought the car without knowing all material facts, because the supplying dealer failed to disclose them.

    But check all of the warranty document, from start to finish. There may be a qualifying clause that they seek to rely on as a getout. If that happens, then you could raise the issue of whether said clause is an onerous term under the Unfair Terms in Consumer Contracts Regulations (1999) and, if it is, whether it has been properly brought to your attention.
    #7
  9. Spin140
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    Spin140 Active Member

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    [Feb 12, 2008]
    Can't believe the dealer is being so awkward about such a minor issue.

    Agree speak to the Used sales manager and nobody else, if you get no joy put it in writing and send to him and Audi UK plus of course ensure you name and shame on here..

    Good luck
    #8
  10. simon-s3
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    simon-s3 Member

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    [Feb 12, 2008]
    Thanks for all the advice. I am calling the Sales Manager later today (if he will take my call).

    As they covered the wheel issue up with lots of wheel Dressing product, I recon he will have to do something about it or apprear to be deceiving the general public but hiding issues. They are saying it is going to cost me £75 - £100 to have it re done.

    I will refrain from slandering them yet, as the issue is still in debate and you never know he may just turn around and say "fine, bring it in tomorrow and we will sort it for you"
    #9
  11. bacardi
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    bacardi Active Member

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    [Feb 12, 2008]
    even so, its only fair that others looking to purchase a car from your dealership are aware of their tactics, its not slandering, its stating facts
    #10
  12. simon-s3
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    simon-s3 Member

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    [Feb 12, 2008]
    I left a message over an hour ago as he was "on the phone". Not got a call back yet. I think this may end up a stalking game.

    Got a lovely "welcome" letter today saying how well they were going to look after me :think: as an Audi owner / customer.

    What really gets me is he hasn't even seen the wheel
    #11
  13. jdp1962
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    jdp1962 Grumpy Old Moderator Staff Member Moderator

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    [Feb 12, 2008]
    Yes, but if you do that, then the other party has a right of reply. So on balance, Simon-S3 is doing the sensible thing in not slandering them at will.
    #12
  14. Dandle
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    Dandle Member

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    [Feb 12, 2008]
    Welcome to the world of Audi dealers and Audi UK. Thats why I drive a BMW now.

    If you havent done it yet give Audi customer service a ring just to lodge that you are having a problem with a used approved car. It probably wont help but it may make the dealer take more notice if they ring them.
    #13
  15. Cupramax
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    Cupramax Uber pimp meister

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    [Feb 12, 2008]
    I've had exactly the same problem, be interested to see how yours gets resolved.

    My car was run by the commercial director of the dealer and I bought it as a second hand car so any repair work was done by the dealer or somebody contracted to them but my local dealer ( not the one I bought it from) didn't want to know about the flaking wheel.
    #14
  16. Nutkins
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    Nutkins Member

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    [Feb 12, 2008]
    If not can't you just take it to another dealer and claim for the wheel under warranty? If the laquer is failing it could well have come like that from the factory. People claim for alloys all the time - particularly in the first two years when the dealers can just charge the manufacture.

    PS I think this is outragous BTW and hope you get it sorted. I'd be livid.
    #15
  17. dipstic
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    dipstic Member

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    [Feb 12, 2008]
    I flew up north for ex demo A3 checked with the dealer that the car was A1 condition. Car was parked outside in the pouring rain so got them to take it inside and dry it off (I was mainly looking for body marks) and missed the fact that two wheels had slight kerbing on them.Rang the sales guy no luck so i then sent a letter to the sales manager with close up pictures of the marked wheels. Got them repaired at my local Audi dealer free of charge (all four to make sure they matched)
    But as a premium main dealer car it should have not happened in the first place :no:
    #16
  18. bacardi
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    bacardi Active Member

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    [Feb 12, 2008]

    and this being an open internet forum, the offending dealer is perfectly entitled to do so, so your point is?
    #17
  19. jdp1962
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    jdp1962 Grumpy Old Moderator Staff Member Moderator

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    [Feb 12, 2008]
    Obviously lost on you.
    #18
  20. bacardi
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    bacardi Active Member

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    [Feb 12, 2008]
    obviously

    I don't see the problem, really pleased you do
    #19
  21. jdp1962
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    jdp1962 Grumpy Old Moderator Staff Member Moderator

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    [Feb 12, 2008]
    PM sent
    #20
  22. simon-s3
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    simon-s3 Member

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    [Feb 12, 2008]
    Well as he didn't call me back, I call him again. After 10 minutes of debating them concealing the issue and them saying it was a "used" vehicle and cosmetics is not covered, he ended up saying I wasn't receiving bad customer service I was objecting to paying for the wheel to be refurbished. It was like banging my head against a brick wall. I have informed I will be escallating my complaint and he gave me a name to write to. Some of his comments were bordering on rude, so I am not happy at all and I haven't even been an Audi owner for 1 week yet !!!!!

    He even said had if I highlighted it before I brought the car he wouldn't have fixed it anyway as it was cosmetic and it is to be expected on a used car..... It is 8 months old and done 6500 miles and was Audi owned.......

    As it is a poor repair rather than a manufacturing fault, that is why warranty won't cover it. I just thought out of common courtesy and good customer service they would put this right as it wasn't evident when I viewed the car due to an over liberal application of wheel dressing product that could have made a "bag full of dull things" look glossy.

    It looks like this is going to be a protracted issue and I'm really P*ssed off now.
    #21
  23. sat1983
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    sat1983 Member

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    [Feb 12, 2008]
    I've had the same levels of customer service from Audi myself. At the end of the day, I just thought audis are lovely cars and thats what you've got to bear in mind, the dealers are just there to sell and be useless. It shouldn't happen but sadly they're just like 90% of businesses out there, they don't give a toss about you really.
    Good luck sorting it mate.
    #22
  24. bacardi
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    bacardi Active Member

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    [Feb 12, 2008]
    want to borrow some electrodes now?

    Feel for you, I am consistently shocked at how appauling most of the dealers I've dealt with are, in some cases letting safety issues pass by with no whim at all

    Raising to Audi HQ is one route, in my experience this was a complete waste of time, though the chap I dealt with did try his best to make me feel better, ultimately bugger all happened and I still have issues to this day
    #23
  25. Twizzler
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    Twizzler Active Member

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    [Feb 12, 2008]
    You should start out with the right perspective when it comes to dealers. They are not enthusiasts like many on here. They are simply target driven businessmen who just happen to be making their money selling and maintaining cars.
    #24
  26. warren_S5
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    warren_S5 Moderator Staff Member Moderator VCDS Map User

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    [Feb 12, 2008]
    Partly I am glad I am not alone in getting no customer service from Audi, but then I am very sorry for you mate, so best of luck in sorting it.

    I thought dealers had an obligation to do a check on a vehicle to ensure it was 'of a standard' before letting the car go to sale.

    Frankly, to date I am yet to meet an Audi dealer that inspires any confidence at all. They give it the talk at sales point, and when they've extorted the cash out of you they don't want to deal with any warranty or support issues if they can get away with it.

    I recently received an e-mail from Audi UK asking whether I was satisfied with dealer service - I replied negatively and asked them to call me to discuss - have I ever heard a single word - have I F@@k.

    I love the cars, but the dealers are a load of old $h1t.

    I'm seriously looking at going elsewhere and I adore Audi cars. A new M3 beckons.
    #25
  27. L60N
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    L60N Guest

    [Feb 12, 2008]
    My old man HAD an 07 3.0 audi A4 cab, its was fully loaded and came to over 40k.

    After 2000 miles the leather started wearing on the right hand side of the drivers seat, and was actually peeling.

    He took it in, the people at audi shrugged there shoulders and passed it from one person to the next.

    They tried saying it was his clothing "Do you wear metal belts?" "It could be your zip catching sir"

    My father politly told them "Ive also got a new 75K jag which has done similar miles, and that is showing NO signs of wear, care to explain that?"
    They asked (im not joking) "Do you wear different clothes in the jag"

    It was laughable. Anyhow, after wranglings and being passed the number of a senior chap, the issue was resolved (some weeks later) and they replaced the seat.

    He's sold the audi now having been put off by the level of customer care. :bye:
    #26
  28. prt57
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    prt57 Member

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    [Feb 12, 2008]
    I find that expecting the worst and informing the dealer what you expect to happen seems to come up trumps in case there is a cock up. Let me explain:
    Last summer I picked up a nail in one my new S3 tyres. I took the wheel to my local Audi dealer (not where I bought the car from) and asked them if they could change the tyre but guarantee not to damage the rim. The service chap said of course Sir!
    The next day I had the call to say that the wheel was ready for collection. I went to inspect and it was damaged on the inside of the rim.
    After a polite conversation which did involve him saying that they would send the wheel away to be fixed I said no. I expected a new wheel and reminded him about he original conversation. I emphasised that this was my first encounter with the garage and at the time it was the newest and largest Audi dealership in the UK.
    Result! and a new wheel and tyre came off a brand demo that had just been delivered.
    On the other hand, eventually someone will buy the demo car and it has the laquer shaved down to the alloy on one of the wheels.
    Moral of my tale, take care when buying a pre owned car and be as awkward as you can until you get what you want but always keep your cool and be polite.

    prt
    #27
  29. Dandle
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    Dandle Member

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    [Feb 12, 2008]
    I had this problem with the vienna leather in my A3 the drivers seat pealed at 3.5k miles and was replaced under warranty. The passenger side went at 13k miles and I was basically told to poke it by my dealer and Audi UK. I have a very unprofessional letter from audi UK here somewhere(doesnt even have an address where its from let alone headed paper or title of the person addressing me). With that problem and the mould growing up the inside rear window rubber we decided to get rid of the car. Its such a shame because Ive always loved Audi since my 100 days but wouldnt waste my money on another one now. I think the accountants are ruining the company at the moment and they need to sort it out before they lose many more customers.

    Heres a copy of the letter for anyone interested.
    #28
  30. L60N
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    L60N Guest

    [Feb 12, 2008]
    Taken from --> http://www.audi.co.uk/audi/uk/en2/about_audi_ag/careers/centre_network/job_descriptions/after_sales.html





    Customer Care Manager

    Job Purpose

    To provide excellent support and guidance in relation to customer care. To develop, implement and manage a Customer Care programme.

    Signatory powers/specific authority

    • Not to exceed budgeted expenditure without justification and approval of the Head of Business.

    • Not to exceed Customer Goodwill expenditure without justification and approval of the Head of Business.

    • Authority to check and record cosmetic subcontract repairs (subject to training experience).

    • Authority to purchase consumable items up to an authorised value, additional costs to be agreed with Head of Business / Ops Director

    • To take or fail to take any trading actions that could endanger the continuance of our franchise with Audi UK.

    says is all really
    #29
  31. Nutkins
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    Nutkins Member

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    [Feb 12, 2008]
    Simon can't you try the going into another dealer and say you want a new wheel under warranty trick? Granted it might have to be a bit of distance to the one you purchased from to justify not going to the orginal dealer. But I brought my current GTI 2nd hand (2 years old) and just before I got it the previous owner got 4 new alloys - had to try 3 different dealers though... But at the end of the day got a result. Good luck whatever you decide to do.
    #30
  32. Oli.
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    Oli. Member

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    [Feb 12, 2008]
    #31
  33. davemk
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    davemk Member

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    [Feb 12, 2008]
    To a degree, I can see the dealer's stance on this. In theory, it's a used vehicle, which you (should have) had a good look around prior to purchasing. It does seem rather petty to be refusing to do anything to resolve your issue though.

    I'd be making the issue known to Audi HQ and concentrate on the fact that the vehicle was Audi owned, and one would therefore assume that any work carried out to the vehicle would be to Audi standard. I wonder why it needed a refurb in the first place?

    Hope you get it resolved. :icon_thumright:
    #32
  34. bacardi
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    bacardi Active Member

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    [Feb 12, 2008]

    of course, I agree that this is indeed the case, however Toyota, BMW, Subaru, VW, Vauxhall, Mazda and Lexus have all made me feel like they actually gave a damn when I talked about (what I believe to be justifiable) issues whereas Audi seem to like reaming me with a wire brush


    In general, I've never ever in my life experienced a dealership, who when you've FINALLY got them to agree that the 9th wheel bearing in the car was badgered, managed to turn up to our office complex and collect the WRONG car, its not as if there's no unique identifier on the bl**dy thing to give them a clue, absolutely amazing.
    When I asked them if they were sure, They insisted that they'd collected it, evne though I was sitting in the bloody thing in our office carpark -

    With that level of ability, think about it next time they work on your car, I trust them as far as I can throw them
    #33
  35. S3-N
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    S3-N ?

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    [Feb 12, 2008]
    When I got my approved used s3 recently I was told I had 30 days to return the car if I was unhappy with it - didn't you get that?

    extreme but worth threatening it?
    #34
  36. simon-s3
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    simon-s3 Member

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    [Feb 13, 2008]
    Yes, I got that. it is to exchange the car for any other at the same dealership and any additional costs have to be paid for by me. So they still benefit and not me really.
    #35
  37. S3ren
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    S3ren Lovely Sunshine

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    [Feb 13, 2008]
    Audi dealerships are f***ing **** there all a bunch of money grabbing c**ts i had a problem with a clutch on a S3 which i bought from a dealership for about £1500 more then what i could of bought a private one for thinking that the warranty would be worth a little piece of mind if anything would go wrong!!! Audi warranty and dealer customer service is nowhere near the same quality as BMW or Mercedes.

    Get on to Audi uk and tell them you've been treated like a idoit and your not happy with the service that your gettin give them name of the idoit you spoke and also how much you paid for the car, then ask them if they would be happy if it happened to them.

    hope this helps.
    #36
  38. Suipedali
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    Suipedali New Member

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    [Feb 13, 2008]
    I had a run in with a dealership a few years back, not Audi on this occasion. As usual the after sales service was terrible and the sales manager was an absoloute ar*e. Three weeks after dispute was resolved I turned up to play rugby and to my pleasure the Sales Manager was on the opposition team. To cut a long storey short I knocked the living daylights out of him for a full 80 minutes, and to be honest it felt fantastic!:icon_thumright:
    #37
  39. L60N
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    L60N Guest

    [Feb 13, 2008]
    I think the main thing here is to keep calm.. It IS afterall, still in the discussion stage. Im sure persistence will pay off. It usually does with reluctant salesmen.
    #38
  40. jdp1962
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    jdp1962 Grumpy Old Moderator Staff Member Moderator

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    [Feb 13, 2008]
    If this is you in happy mood, I'd hate to meet you when you're not happy.
    #39
  41. jdp1962
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    jdp1962 Grumpy Old Moderator Staff Member Moderator

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    [Feb 13, 2008]
    Quite.
    #40

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