Not fit for purpose? What should I do?

[41YN]

Collected new S3 on 1st March 2016.

There was bad knocking coming from the front over uneven surfaces, which were so obvious that had the PDI road test been carried out properly, they would have been picked up. I took it back on 4th March and the technician agreed there was an obvious knock. Salesman collected it from my work on the Monday (6th March) and left me his car. Returned two days later with both front strut mountings replaced.

In early may, noticed similar noise starting to develop from off side rear. Took it in to Audi on 11th May to book it in, requesting a loan car. Next mutually convenient date was yesterday (16th June).

They rang me yesterday afternoon to say that they were replacing both rear strut top mountings (and the rear discs that I requested they replaced due to the rust in the vented section), and they would call me today.

Had a phone call saying discs were done, strut tops were done, but they noticed another noise from the front when they were road testing it, and were replacing a shocker. There was also another noise that they heard, but they had noticed there was a nail in one of the tyres, so as their technicians were going to be driving it, they were replacing the tyre for me, before road testing it again to establish this other noise.

Just had another call saying the other noise was the other shocker, which they are going to replace, but won't be in until Monday, and I am to keep the loan car until it is ready.

My question is this; it has had two front strut top mounts, two rear strut top mounts and now two front shockers, in a car that is 3 and a half months old and has covered 2,900 miles. Is this car fit for purpose? I am totally deflated now about this car, and would really like to reject the car as I am wondering what will be next?

There are two trains of thought; i) at least the car has almost been rebuild (obviously an exaggeration, but you get my drift), so it should be fine now and ii) why is it such poor quality and what is going to go next?

My preferred option would be for them to replace it like for like in the hope that this scenario won't happen again.

Thoughts and advice please? (I know there are other threads about rejecting a car, but I can't find one with similarities to my situation).

Thanks in advance.

 

[Jassyo06]

Sorry to hear of your problems mate,its up to you to push hard fir the car to be replaced with a like for like car...you need to go above the heads of the Audi dealership,they're maybe some guys on here that could point you in the right direction with Audi customer services

 

[HawkeyeS3]

I can understand your frustrations - I think I would also doubt the motor or think "what next" if it was me.
+1 on what jassy says, although I think first I'd put a call into the Citizens Advice Bureau as they should be able to advise on what options you do and don't have before approaching the dealership / Audi UK. At least then you will be aware of your minimum rights for any negotiation purposes - if indeed you need them.
Once you are aware of where you stand, then I think a word with the Sales Manager at the dealership would be advisable, as if you can get support from him before going to Audi UK, it can only be to your benefit.

Good luck, a sorry start to your new ownership, but they are a great car - honestly!

 

[Gazwould]

No need for CAB , just brush up on the Consumer Rights Act 2015 .

 

[cuke2u]

I will post the link http://www.which.co.uk/consumer-rig...VyY0Pthe9Q4JqJr3KkUdea8sC7O9UB6DSQaAinB8P8HAQ
http://www.legislation.gov.uk/ukpga/2015/15/contents/enacted

 

[Scottyg]

I too can understand your thought process and reasoning.
This is the bit you might not like. Sorry. Given that Audi have repaired the issues first time they have fulfilled their end of the legislation above.
What you need to argue so that the car was sold to you unfit for purpose. The length of time this can be done has changed from 6 months in favour of the owner/buyer to 6 weeks. However, given that you had issues within 3 days of owning the car you have already brought the issues to their attention. From what you say I think you are in an extremely good bargaining position, either to demand a change of vehicle, substantially extend the warranty, receive a refund (mileage wIll be factored in although yours is extremely low so shouldn't really make a lot of difference), I'd get the Dealer Principal involved and go over the sales manager as its now in after sales and their responsibility but I don't trust after sales.

The balls most definitely in your court whatever way you look at it.

Keep us posted and good luck.

 

[Pook]

As said above consumer rights act is your friend. I recently had a car rejection and was successful. You want to write to the head of business at the franchise and state you are rejecting the car WIE. I would stop driving the car and cite that you no longer feel safe in the car and have no faith in the car. If you are just looking for a replacement you should hopefully get a positive response if they value your business at all. Stick to your guns and be reasonable and hopefully they will be. Sounds to me you're in a strong position with respect to consumer rights. Good luck!

 

[testcard]

Keep notes, and ensure all correspondence is in writing, and keep copies.

 

[41YN]

Thanks for the replies and advice folks, it is much appreciated. I think I will arrange to speak the the DP/GM when I go to collect it and see what he says. Or do you think I should write first?

 

[testcard]

I'd write first, detailing all the problems you've had, with dates. Then ask for a meeting to discuss the issues.

 

[Pook]

Thanks for the replies and advice folks, it is much appreciated. I think I will arrange to speak the the DP/GM when I go to collect it and see what he says. Or do you think I should write first?

I had to write to the head of business first explaining in full why I was rejecting the car, and then he was in touch very soon to arrange a face to face.

 

[Scottyg]

I'd email a copy of the letter as well. Then you always have a soft copy they can't squirm out of.

 

[Scottk]

If it's on PCP with Audi then they may also get involved on your side.

 

[Scottk]

How strange, my avatar has changed by itself!!

 

[Sandra]

How strange, my avatar has changed by itself!!

It will revert back. It's just a glitch

 

[41YN]

I had to write to the head of business first explaining in full why I was rejecting the car, and then he was in touch very soon to arrange a face to face.

What about Audi UK? Should I involve them at this stage? Yes, it is on PCP, so do I contact the finance co as well?

 

[Pook]

What about Audi UK? Should I involve them at this stage? Yes, it is on PCP, so do I contact the finance co as well?

I did not speak to anyone other than head of business at the franchise. He was very helpful and he had to liaise with audi uk and did all of the finance stuff too. He had to get audi uk to accept the rejection, and then they came to a 'deal' between themselves that was acceptable to me. If your head of business is as proactive as mine was you shouldn't have to do anymore.

 

[41YN]

So...I am expecting to get a phone call tomorrow saying it is ready to collect. Should I take it away, do the letter and then hand deliver it (the letter) the next day, or should I return the loan car and refuse to take mine back? I am not sure if taking it away compromises my position?

I am now in two minds wether or not I want another Audi (I have done the same this weekend as I did before I ordered it, and tried to see what else I would have....and the conclusion is....nothing really!), and therefore ask for my money back (well, the deposit and my 3 PCP payments), or stick to my original plan and ask for a like for like replacement.

Never had this bother with any other new car I have bought before, it is doing my head in!!

 

[testcard]

I'd combine the two. Write the letter, get the meeting agreed, and arrange collection same day as the meeting. But have the meeting first, and hand over the letter. Then you can be guided by the outcome of the meeting as to whether or not you accept the car for collection

 

[s5joe]

Rite I have just done this. I would stop using the car as for you don't feel safe in it get hold of your finance company and inform them what you want to do and what's gone on from the start they have 8 weeks to get a resolution out to you if you feel they have not gone for what you want go to the fos but that will come in a letter to you and than they have 12 weeks to get back to you it's not a easy and quick I can tell you it took me 5 months to do it

 

[41YN]

I'd combine the two. Write the letter, get the meeting agreed, and arrange collection same day as the meeting. But have the meeting first, and hand over the letter. Then you can be guided by the outcome of the meeting as to whether or not you accept the car for collection

Cheers, that seems like a plan. Many thanks.

 

[41YN]

Rite I have just done this. I would stop using the car as for you don't feel safe in it get hold of your finance company and inform them what you want to do and what's gone on from the start they have 8 weeks to get a resolution out to you if you feel they have not gone for what you want go to the fos but that will come in a letter to you and than they have 12 weeks to get back to you it's not a easy and quick I can tell you it took me 5 months to do it

Thanks for this. I have no problem with it taking time, if the end result is worth it. Cheers

 

[41YN]

Update..phone call to say it is ready to collect, so went in with the letter for the Head of Business stating that I want to reject the car, but am willing to have a like for like replacement. Managed to speak with him, and he is liaising with Audi UK to see what they say, and is hoping to get back to me by Thursday/Friday. He has let me keep the loan car (Q3 S-Line) for the time being.

So a huge thank you to you kind folks who have taken the time to post, and have given me great advice. I wouldn't have necessarily gone about things this way without your input, so a HUGE THANK YOU!

 

[Craig F]

I'm in the same situation here. Bad squeaking from passenger side front and rear. 3 dealers later, two rear shock absorbers, and still the same. Contacted Audi UK and Audi finance. Can't believe a 37k car can be like this!!!!

Would I drive another Audi, not on your nelly mate!!

Back to BMW I think.

 

[Pook]

At the end of the day it is a machine and things do go wrong, which I understand. I wouldn't expect a new car for maybe one small thing or two, it is when the amount of problems start stacking up and when they are severe in nature. (Gearbox/engine problems etc). A squeaking isn't something I would be throwing the sink at them over, but I would expect them to treat you well and do everything possible to fix the problem. As for BMW, nah lol!

 

[Craig F]

At the end of the day it is a machine and things do go wrong, which I understand. I wouldn't expect a new car for maybe one small thing or two, it is when the amount of problems start stacking up and when they are severe in nature. (Gearbox/engine problems etc). A squeaking isn't something I would be throwing the sink at them over, but I would expect them to treat you well and do everything possible to fix the problem. As for BMW, nah lol!

When it's had two new rear suspension assemblies and top mounts and mmi replaced, mate I would throw everything I got at the ignorant idiots. The customer service is useless, ford absolutely annihilate them. I'm lucky to have had experience with all the major manufacturers over the years, Audi rank rock bottom.

I don't know about you but time is money two hours lost from work and petrol I'm looking close on £70 per trip just to drop off.

 

[Craig F]

Just to add, the car is less than six months old.

 

[Craig F]

Also seems that my complaint is the same as the op's. It's even more apparent when you have an S3 rather than a standard car.

 

[Pook]

Also seems that my complaint is the same as the op's. It's even more apparent when you have an S3 rather than a standard car.

I'm sorry it's been that bad, experiences like this can totally take the shine off something that you might have waited years for. If your customer service experience has been as bad as the car then I don't blame you for wanting out and moving on, sometimes a clean slate is what you need. I hope you get it all sorted out.

 

[ACWKGYTO]

So what happened next ?

 

[testcard]

So what happened next ?

We may have to wait for season two.

 

[ACWKGYTO]

Straight to video

 

[testcard]

The musical?

 

[ACWKGYTO]

Its not funny......my ****** window is still rattling after being in Mcr Audi 5 times !

Can I have a new car please

 

[Simonb1975]

Too many Audis about, drop in quality to fire them out of the factory nowadays.
Keep plugging away, your paying good money (Too much but that's another thread altogether)

 

[ACWKGYTO]

When Ive not got much going on I will take it back to another dealer (I'm running out though)

Anyway hopefully the OP has got things sorted...

 

[ians63]

Mods what about a sticky for A3/S3 issues.
My situation :- Nov 15 S3 Sportback, Mag ride, picked it up yesterday after having 3rd set of rear suspension top mounts.
Still knocking away today like an old MkII Escort!

 

[ACWKGYTO]

That sucks....get it back in

 

[steeve]

I'm sorry you've had problems, and they say Audi is a premium brand.
I hope they sort it out for you. I think you'll be luck to get them to accept a rejection as all the defects have been resolved. I think the law allows them to fix it. It's when there's an issue that they are unable to fix or its something major.

But I'll keep my fingers crossed for you, good luck.

We managed many years ago to reject a car my wife bought. But it had 35 faults on it, some quite serious.

 

[41YN]

What happened next?

Well, it's not sorted yet.

Audi have rejected my rejection, and I was supposed to receive a letter from them last Friday explaining why. I spoke to the Head of Business (a really nice guy) and told him that I am challenging Audi decision. He spoke to Audi last Friday, and forwarded them an email that I sent him, and he came back saying that Audi were referring to their legal department, as there was a grey area (its black and white to me!). The letter was then supposed to be sent on Monday, but I still haven't received it (he is on holiday, and the GSM or OD were supposed to be dealing with it in his absence, but it seems they aren't).

So, I am in limbo atm