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Service Issues - Beware Bexley Audi

Discussion in 'Audi S4/A4/A4 Cab (B7 Chassis)' started by BexleyAudiCust, Aug 20, 2008.

  1. BexleyAudiCust
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    BexleyAudiCust New Member

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    [Aug 20, 2008]
    I thought it pertinent to post the following to avoid any other people suffering the same issues when I had my Audi serviced at Bexley Audi recently, only to discover the following issues:

    Several oily prints on the black metallic paintwork.
    Spilled oil in the boot
    Scratched/Marked bodywork
    Driven at more than twice the speed limit on more than one ocassion
    4 miles on the bodycheck sheet, 16 on my tracker logs
    Used out of business hours. (started, ran idle)

    As a global organisation with “vorsprug durch technik” I thought these issues would be resolved quickly with an email to the Bexely Audi Service Manager (John Lowe), especially as Id been emailed by him requesting feedback on the service.
    After explaining the issues to him, and advising I could confirm the speeding, (including driving without being warmed up sufficiently), his response was “I dont know what your problem is”
    Further escalation with Bexley Audi proved fruitless and I called Audi UK. 72 hours later, I was still trying to report the issue to Audi UK – who then told me they couldnt do anything because its an independent Audi dealer. That means Audi UK authorised and approved them to sell, maintain and repair vehicles, but Audi UK dont own the garage.
    Further escalation to Jeremy Hicks (Audi UK MD) showed signs of promise, with comments like “I assure you that we will do our utmost to restore your faith in us”
    A week on, and Im advised that Bexley Audi have complied with Audi UK requirements for servicing my vehicle, and theres nothing more Audi UK can do.
    I'll leave you to decide if you think the measures are to Audi UK standards, and if you'd like your car to be treated in this manner when left with the manufacturers agent. I would, however, recommend that you check your dealer is an Audi UK garage (and not an independent) so you get the relevant support should you suffer similar issues.
    #1
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  3. S-Line_Wales
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    S-Line_Wales Member

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    [Aug 21, 2008]
    This thread should be posted in "Dealer Discussion" subforum surely ??
    #2
  4. g60jet
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    g60jet Member

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    [Aug 21, 2008]
    If you can prove the speeding report it to the police and get a crime reference number then write and inform them. Might make them take notice. However I dont really think you'll get anywhere.
    #3
  5. leighb
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    leighb New Member

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    [Aug 22, 2008]
    I purchased my Audi fom Audi Maidstone, Bexley Audi is closer to me, I was going to get it serviced there when it is due, Thanks for the info, I will use Maidstone Audi and avoid Bexley like the plague.
    #4
  6. andyccr
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    andyccr 2003 1.8T Sport Ebony Black A4 Cabriolet

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    [Aug 27, 2008]
    You should have asked for the dealer principal, they hate dealing with ***** and after all thats why they are paid huge sums of money
    #5
  7. Caesium
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    Caesium My BM is fixed!

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    [Aug 27, 2008]
    I bought my car from Bexley audi (when it was dartford audi before it moved) and had it serviced there, also took it there for warranty work. Absolute cretins that work there.
    Could never get my car fixed, ordered wrong parts eg My headlight switch illumination failed and they needed to replace the switch, I told them I had auto headlights and to specifically order the switch with the auto capacity. It turned out they ordered a normal switch. Only when i got there did they tell me this.
    The amount of return visits I had there was unbelievable. I would not go there again if it were the last dealer in Kent.
    #6
  8. Siena
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    Siena Active Member

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    [Sep 13, 2008]
    Just one question guys, as I'm not certain here...

    ...Why do you still take your lovely Audi's to main dealers?
    i've worked in Audi dealerships, and what goes on behind the scenes is shocking.

    The cretins that work there have no more ideas on good service and Customer Service than independents.

    I've also found that independents are more often than not, Audi enthusiasts, and so are most likely to treat your Audi with the respect it deserves.

    Main dealers play on the fact most folk think, because they're main agents, they'll have the best knowledge when it comes to working on our cars, but sadly, that's seldom the case.
    #7
  9. AndyMac
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    AndyMac Moderator Staff Member Moderator

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    [Sep 13, 2008]
    All Audi dealers are franchises. There are none that are owned by Audi. Thought that was pretty well known.
    My experience has been similar, terrible fault diagnosis, criminal labour charges, over priced parts, abysmal customer sevice (never ring to tell you the car is ready), followed up by poor technical ability.
    TBH you seem to have got off lightly as all the above "issues" are pretty trivial. Just give them time and they'll actually knacker your car for you, which has happened to both our Audi's when we foolishly thought Southampton Audi was the best place to take our beloved cars. That misguided belief changed very quickly.
    As Siena says VAG specialists are far more trustworthy, will go above & beyond in many cases and actually care, which is the big difference.
    Audi dealers are just like any franchise, paying a fortune for the privilege of using the Audi name, with very little talent behind the expensive facade.
    #8
  10. S-Line_Wales
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    S-Line_Wales Member

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    [Sep 13, 2008]
    My local franchised dealer has an area where you can see into the workshop from, so all the technicians are extremely well behaved as they know they are being watched..
    #9
  11. Caesium
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    Caesium My BM is fixed!

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    [Sep 16, 2008]
    BMW dealers are no different, in fact they are worse.
    #10
  12. Quattromaxx
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    Quattromaxx New Member

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    [Sep 17, 2008]
    just when i thought nobbody could be worse than vw dartford,well in my opinion bexley audi should get that award. i gave my car to thm yesterdy after i had showed them the problem. they done diags adjusted the throtle body and said here you go the car was the same as before it went in. i spoke to their service manager who said we have to do the whole proccess again. mickey mouse outfit
    #11
  13. offset
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    offset New Member

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    [Apr 16, 2009]
    we have two audi s A4 and a TT ,thats a few pounds in servicing, .........although i use tyneside audi ,do you think i should consider another ........?
    #12
  14. Pilgrim
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    Pilgrim New Member

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    [Nov 21, 2010]
    I had the fortune to do my resetlement training on leaving the army with VW and Audi in Wolfsburg and Ingolstadt. I spent a total of six months doing this, and a two month period working at a dealer of my choice (Straetke VAG Buldern) We were also taught the parts process and customer relations. Basically, if you shag the customer, they will get you back by voting with their feet (or tyres). I returned to the UK, and got a position with a dealer in the NW. I was appalled by the standards of some of the "technicians" (a very bloated and over described name for a mechanic to bump up the weight and portfolio of the dealer) and the workshop foreman was just someone who'd come up from the ranks, happy to maintain the low standards they had as a mechanic. Repair times and control of the jobs was a joke. All the technicians wanted to do was PDI's where they could pick a good earner and get on with the next, creating issues for warranty that weren't present and copping the RO's for it on the bonus. ie: Radio inop, R&I refitted concection and test. Yet the radio never got touched. Hard to refute.
    An Audi Coupe, D reg, was in the workshop for a cutting out issue, to which the customer was billed for "set up using VAG 1551, set to basic settings and test". £250 later, the customer returned after cutting out at the lights next to the dealer. On inspection I found the rubber air intake from the metering head to the intake manifold had a great split in it. How, can the basic settings be achieved and the mechanic say the vehicle is fit with the cause of the problem not being found. They then charged the customer anoth £150 in parts and labour for the priviledge of returning to them with the same fault. Not the best way to get customers to return!
    Another was a D reg Polo that wouldn't start. It was found the fuel pump (mechanical at the back of the head) was duff. Pump replaced, I was asked if the diagnostics had been done on the ECU. When I told the foreman that there is no ECU on this age of car, he replied the customer would still be billed for it as it is standard for all cars going through the workshop were put through diagnostics and I should also claim the RO for it. Having thought about it, I approached the MD and service manager together, and I was basically told the "punter could afford it". I waited for the customer to collect their Polo, and informed them of the issue. The "punter" could afford it as she was a barrister!. I then shoved all my tools into my car and left. Accessory to fraud is what I was thinking, and any future customer satisfaction would mean that "I" had made a mistake.
    Point to note: there ARE very good and caring techs and mechanics out there, working in dealers and indi's and once you have found one, stick with them. Not ALL dealers are stealers, but there will always be the maths of "throughput-turnover-contract servicing-time-wages-profit. Nowhere there, is the word "CUSTOMER"
    #13
  15. ukdan
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    ukdan Member

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    [Nov 21, 2010]
    Thank goodness there is vagcom and im able to do all my servicing myself!
    #14
  16. Dazmo
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    Dazmo Active Member

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    [Nov 21, 2010]
    This is why im taking my car to the awesome guys at VAGTECH to have my next service!

    £50 cheaper than audi, providing most of my own parts and can stand, watch and chat to the guys while they do it.
    #15
  17. doug.p
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    doug.p Getting There VCDS Map User

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    [Nov 26, 2010]
    thanks for the heads up on here
    i just booked my major service with bexley audi - principly because i wanted the nice audi stamp in the book and that they do fixed service costs and a free mot.
    needless to say i shall immediatly cancel this !!!
    i am in Dartford, so can anyone reccommend a decent dealer to service my car who will look after it properly
    also just curious BEXLEYAUDICUST, how do you know the speeding and hours used etc ??
    #16
  18. Sam W
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    Sam W Member

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    [Nov 26, 2010]
    Trackers do all sorts now and often include data loggers, some linked to a gps so that the cars location can be recorded and uploaded to google maps for example.
    #17
  19. jdp1962
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    jdp1962 Grumpy Old Moderator Staff Member Moderator

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    [Nov 27, 2010]
    Go to Sanspeed in Standard Road, Bexleyheath. They have looked after all four of my Audis for the past decade. First rate service, good labour rates, can't recommend them highly enough.

    Click here for details.
    #18
  20. Masterm8fo
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    Masterm8fo Warmonger

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    [Nov 30, 2010]
    Sanspeed are good and I would also recc. them.

    I have service booked at Bexley this comign Sat morning.
    What to do ?? I am still in warranty and stuck with main dealers....

    I live in Greenhithe.
    #19
  21. andyj
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    andyj New Member

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    [Nov 30, 2010]
    Just a note to say that this thread was started back in 2008, and resurected last week by a the guy in post #13, with quite a random comment/ramble !!!
    #20
  22. NHN
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    NHN Retrofitter - Audi - VW - Skoda - Seat Site Sponsor VCDS Map User

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    [Nov 30, 2010]
    I dont find it random or a ramble, its quite enlightening tbh of how dealers etc act towards clients, to the point I thanked him, for me he did the right thing if what he says is true.
    #21
  23. jdp1962
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    jdp1962 Grumpy Old Moderator Staff Member Moderator

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    [Nov 30, 2010]
    Are you sure the warranty terms and conditions specifically prevent you from using non-franchised dealers? I thought that had been outlawed years ago by an EU directive.

    Double check, and if you can, cancel the booking at Bexley Audi and rebook with Sanspeed.
    #22
  24. jdp1962
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    jdp1962 Grumpy Old Moderator Staff Member Moderator

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    [Nov 30, 2010]
    And your point is.....?
    #23
  25. NHN
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    NHN Retrofitter - Audi - VW - Skoda - Seat Site Sponsor VCDS Map User

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    [Nov 30, 2010]
    The only stipulation to validate warranty with non dealer servicing used iirc, is to make sure the car is serviced & stamped in the book with a small allowance of miles driven after the service mileage has surpassed, I've never had issues with previous warranted cars using indy's.
    #24
  26. jdp1962
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    jdp1962 Grumpy Old Moderator Staff Member Moderator

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    [Nov 30, 2010]
    That's my understanding, too.
    #25
  27. eedisson
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    eedisson New Member

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    [Jun 2, 2011]
    #26
  28. Dilligaf-UK
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    Dilligaf-UK Chugging along

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    [Jun 2, 2011]
    The last place I'd take any car of mine is SanSpeed - had issues with them in the past.

    Currently my car is in VASS in Swanley - they seem, so far to be fantastic - independent VAG Specialist with loads of experience. So far, I'd recommend them to anyone - however I may change that position tomorrow when I get my Bill!
    #27
  29. jfarhead
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    jfarhead Member

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    [Jun 2, 2011]
    If they lose one customer because they thought they could get away with sh!t like that, then the forum has done it's job. I'd cancel and highlight you were concerned with some bad reviews in the face of overwhelming proof they were abusing customer's vehicles (with trackers) outside working hours etc... followed by denial in the face of overwhelming evidence, you don't feel you can trust them. Just go to another dealer but make sure this dealer knows what goes around comes around.

    Just my opinion...
    #28

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