Getting the feeling something isn't right again.

[SJR88]

Some of you probably remember the car I ordered in Feb arrived as a manual instead of S tronic causing many problems and having to re-order around mid April. See original post for more info... http://www.audi-sport.net/vb/new-a3-s3-8v-chassis/216272-finally.html

I was quoted mid June delivery as they had managed to 'rush it' somehow. I am now being told it won't even be built until first week July (so I'm guessing August delivery). I just thought I'd ask anyone's opinions? Although I've been provided with an A3 courtesy car it's just been such a disappointing experience getting a new car. I'll be getting it 6-7 months after I initially ordered - it's such a long wait for a fairly standard A3 (see spec in signature) and I obviously won't be getting it for the summer and I'll also be getting it a month before the new 64 plates - unless I wait another month. Such a disappointing experience I thought had been turned around but it's just no better really.

 

[h5djr]

Some of you probably remember the car I ordered in Feb arrived as a manual instead of S tronic causing many problems and having to re-order around mid April. See original post for more info... http://www.audi-sport.net/vb/new-a3-s3-8v-chassis/216272-finally.html

I was quoted mid June delivery as they had managed to 'rush it' somehow. I am now being told it won't even be built until first week July (so I'm guessing August delivery). I just thought I'd ask anyone's opinions? Although I've been provided with an A3 courtesy car it's just been such a disappointing experience getting a new car. I'll be getting it 6-7 months after I initially ordered - it's such a long wait for a fairly standard A3 (see spec in signature) and I obviously won't be getting it for the summer and I'll also be getting it a month before the new 64 plates - unless I wait another month. Such a disappointing experience I thought had been turned around but it's just no better really.

The actual specification makes little or no difference to the build date as each car is built to order. Occasionally, if there is some delay on a major component such as the engine or gearbox, it may cause a delay but that is usually when a new version of the component is introduced.

Can your dealer give you any idea of what is causing the build date to slip as quite a few A3s seemed to be being built a week or so earlier than their original build date.

 

[SJR88]

Thanks for the advice. I've asked the head of business by e-mail (he's hard to get in contact by phone), he had all of yesterday to respond but didn't. He's the only person I deal with there as the salesman was awful & the sales manager wasn't much help at the start of it all.

The actual specification makes little or no difference to the build date as each car is built to order. Occasionally, if there is some delay on a major component such as the engine or gearbox, it may cause a delay but that is usually when a new version of the component is introduced.

Can your dealer give you any idea of what is causing the build date to slip as quite a few A3s seemed to be being built a week or so earlier than their original build date.

 

[SJR88]

I was also told I couldn't add Aluminium Interior Elements 3 weeks ago as it was too late -would this be correct giving it would have been 7 weeks before build date?

 

[h5djr]

I was also told I couldn't add Aluminium Interior Elements 3 weeks ago as it was too late -would this be correct giving it would have been 7 weeks before build date?

Normally specification items can be changed up to about 4 weeks before the build date. I would give Audi Customer Services (0800 699 888)a ring on Monday and see what they think the current position is. I know when I considered a change on my current A3 about 3 weeks before the build date I phoned them and they could confirm that the build was 'locked' and no further changes could be made. The will be able to give you more accurate information over the phone than your dealer seems willing to give.

 

[SJR88]

Thanks again, very useful advice. Unfortunately I can't ring Audi CS as I don't have my order number. They couldn't provide it in person and said it will be sent out by post next day (didn't receive) then they said they sent it out again about 3 weeks ago but I still haven't received it. The situation is becoming more and more tedious.

Normally specification items can be changed up to about 4 weeks before the build date. I would give Audi Customer Services (0800 699 888)a ring on Monday and see what they think the current position is. I know when I considered a change on my current A3 about 3 weeks before the build date I phoned them and they could confirm that the build was 'locked' and no further changes could be made. The will be able to give you more accurate information over the phone than your dealer seems willing to give.

 

[veeeight]

CS can obtain your order number from name, address, dealership, make & model.

Suggest you call CS and use the phrase "extremely unhappy and extremely dis-satisfied"

 

[SJR88]

The last time I tried this they couldn't find anything and rang the dealer, leading me back to the untrustworthy salesman who messed up my order in the first place. Thanks anyway though. I am really quite stuck with just the Head of Business to deal with. I'll have to just try and ring him Monday I suppose.

CS can obtain your order number from name, address, dealership, make & model.

Suggest you call CS and use the phrase "extremely unhappy and extremely dis-satisfied"

 

[cemerson]

Twitter worked for me when I was having problems... very publicy complain about the service you are getting and tag them in it, they quickly contacted me and sorted out the issue I was having with Audi Nottingham, can't imagine they like the negative attention they could get from Twitter!

 

[SJR88]

Yeah it's definitely a good idea, I do like to complain via Twitter now and again - that will be my next step. The only reason I got things sorted quickly when it first happened was because I contacted the CEO but it looks like they're slipping again. I'll update this post by Monday, we'll see what happens.

Twitter worked for me when I was having problems... very publicy complain about the service you are getting and tag them in it, they quickly contacted me and sorted out the issue I was having with Audi Nottingham, can't imagine they like the negative attention they could get from Twitter!

 

[Daveotto]

Yeah it's definitely a good idea, I do like to complain via Twitter now and again - that will be my next step. The only reason I got things sorted quickly when it first happened was because I contacted the CEO but it looks like they're slipping again. I'll update this post by Monday, we'll see what happens.

if I were you I would spend the rest of the weekend complaining on twitter and Facebook and sending emails to everyone at the dealership you have email addresses for telling them you are calling CS on Monday morning, then phone up CS first thing Monday and complain like hell....I am sure thus will get a favourable response as looks like you have had some rotten luck and service and would push as hard as you can for some decent resolution.

 

[ColMariner]

Gutted for you m8 something defintely not right, as pointed out earlier most people on here's order seem to be moving foward mine included (see sig) as suggested earlier get onto CS and make your feelings known. As pointed out to me by dealer when went in yesterday to sort paperwork if they only get satisfied on customer survey and not extremely satisfied it has effects on their performance and the dealers to this effect they have been very keen to keep me,and am sure all there other customers, happy.
Hope you achieve a satisfactory conclusion.

 

[Pulp84]

Sounds like they have just put a normal order in to me. You haven't queue jumped (which I know is possible).

I am surprised about your dealers indifference to you and their mistake. Think you do need to kick off to Audi CS.

 

[SJR88]

Thanks everyone, I appreciate all your advice. I'll give the Head of Business til Monday afternoon to get back - possibly me being a bit of a push over, but I think if I give him a chance to respond then at least I know for sure he's had the opportunity (because he has been fairly helpful at times & I know he can be quite busy), and then if I have to start complaining to Audi CS, etc I will do it then.

Sounds like they have just put a normal order in to me. You haven't queue jumped (which I know is possible).

I am surprised about your dealers indifference to you and their mistake. Think you do need to kick off to Audi CS.

 

[Pulp84]

Thanks everyone, I appreciate all your advice. I'll give the Head of Business til Monday afternoon to get back - possibly me being a bit of a push over, but I think if I give him a chance to respond then at least I know for sure he's had the opportunity (because he has been fairly helpful at times & I know he can be quite busy), and then if I have to start complaining to Audi CS, etc I will do it then.

I have yet to see any one looked stressed / busy or rushed in ANY Audi dealer. They always seem to have lots of people walking around with bits of paper in hand or a cup of coffee. Thought many times I should get a job in one.

It takes 2 minutes to type an email even if it is to say "sorry, I am busy, I'll call you tomorrow". Picking up the phone is even quicker.

Hope you you can get an answer soon.

 

[SJR88]

I know, you're definitely right. If I give them that chance and I hear nothing it'll just be another thing for me to complain about when I actually do speak to them/ complain to CS.

I have yet to see any one looked stressed / busy or rushed in ANY Audi dealer. They always seem to have lots of people walking around with bits of paper in hand or a cup of coffee. Thought many times I should get a job in one.

It takes 2 minutes to type an email even if it is to say "sorry, I am busy, I'll call you tomorrow". Picking up the phone is even quicker.

Hope you you can get an answer soon.

 

[Buneet]

I have had absolutely terrible customer service from Liverpool Audi. I used to recommend them to everyone on here, but now I wouldn't even recommend them to an enemy! I was going to post on here about it but I'm going to see if they can sort themselves out before I name and shame.

 

[SJR88]

Well living in Liverpool I went there first and they looked at me like I shouldn't even have been in there or something. So far I haven't named anyone or what dealership, but seeing we're on that topic it's Warrington I've had all this trouble with. What's been the problem you've had? I see you went for monsoon too, I only ever seem to see black or white so I can't wait to see what mine will actually look like.

I have had absolutely terrible customer service from Liverpool Audi. I used to recommend them to everyone on here, but now I wouldn't even recommend them to an enemy! I was going to post on here about it but I'm going to see if they can sort themselves out before I name and shame.

 

[Buneet]

Well living in Liverpool I went there first and they looked at me like I shouldn't even have been in there or something. So far I haven't named anyone or what dealership, but seeing we're on that topic it's Warrington I've had all this trouble with. What's been the problem you've had? I see you went for monsoon too, I only ever seem to see black or white so I can't wait to see what mine will actually look like.

Oh I didn't know you were from Liverpool bud. We bought my A3 from there and it was a good purchase. Then we bought an A6 which is what were having trouble with! The dealer didn't tell us it was an ex-rental which is misleading according to the Consumer Protection from Unfair Trading Regulations 2008. We trust everything is fine mechanically, however it's the vehicle itself inside and outside which has been abused. They promised to fix it from day one but 3/4 months later.. Nothing. I messaged an admin on here who spoke to Audi UK who got in touch with the dealership. Head of sales (if you know him) had the cheek to ring my dad asking what's going on and why did we get them involved! I wasn't listening to the conversation but my dad said he sounded annoyed. We were basically called flat out liars, head of business pretty much said everything I said from day one was a lie because "all cars go through our multi point inspection and any faults are noted and fixed". Well then, I would like to know how multiple paint chips that they even acknowledged from day one managed to get through this 'amazing' inspection without being written on the inspection sheet which we have a copy of. We have them in a corner now, their inspection is completely unreliable as how do they expect us to believe that other faults weren't 'missed' as well? That's just a tiny bit of the story.

I know this isn't relating to your problem, it's just every time I think of the problem it gets me going.

I hope your problem gets solved, car dealers just want to keep their hands on their pockets and don't understand what customer service is! Well... At least Liverpool Audi do not understand what it is.

Also I do like my monsoon car. some people don't like it because they see it as too light but I really like it. However I do wish I got S-line but I got this approved used and I was the only one available. Plus insurance shot up for me if I got an S-line, no idea why. Here's an album of mine and my mums cars if you wanted to see the monsoon colour in more detail http://m.imgur.com/a/JrprW
Sorry for the messed up order!

 

[SJR88]

It sounds like you's have had a really bad experience! It's such a shame that such a big company lets people down like this. If you have any more trouble you should e-mail the CEO of Audi UK - Andre.Konsbruck@audi.co.uk. There's no way people should be treated this way, especially by Head of Business and other managers. I get that you want to give them a chance before you go behind their back, because I'm in the same position in that sense, but sometimes its the only way to get what you deserve as a customer. It was only when I e-mailed the CEO that things started moving quickly - however it seems that they've forgotten about that and they're slipping a bit.

With regards to you regretting not getting an S Line, I'm driving a Daytona Grey A3 S Line loan car and I love the colour more than Monsoon unfortunately (S Line was out of budget), so when I get mine I hope I like it - I'll have to just pretend Daytona doesn't exist!

Oh I didn't know you were from Liverpool bud. We bought my A3 from there and it was a good purchase. Then we bought an A6 which is what were having trouble with! The dealer didn't tell us it was an ex-rental which is misleading according to the Consumer Protection from Unfair Trading Regulations 2008. We trust everything is fine mechanically, however it's the vehicle itself inside and outside which has been abused. They promised to fix it from day one but 3/4 months later.. Nothing. I messaged an admin on here who spoke to Audi UK who got in touch with the dealership. Head of sales (if you know him) had the cheek to ring my dad asking what's going on and why did we get them involved! I wasn't listening to the conversation but my dad said he sounded annoyed. We were basically called flat out liars, head of business pretty much said everything I said from day one was a lie because "all cars go through our multi point inspection and any faults are noted and fixed". Well then, I would like to know how multiple paint chips that they even acknowledged from day one managed to get through this 'amazing' inspection without being written on the inspection sheet which we have a copy of. We have them in a corner now, their inspection is completely unreliable as how do they expect us to believe that other faults weren't 'missed' as well? That's just a tiny bit of the story.

I know this isn't relating to your problem, it's just every time I think of the problem it gets me going.

I hope your problem gets solved, car dealers just want to keep their hands on their pockets and don't understand what customer service is! Well... At least Liverpool Audi do not understand what it is.

Also I do like my monsoon car. some people don't like it because they see it as too light but I really like it. However I do wish I got S-line but I got this approved used and I was the only one available. Plus insurance shot up for me if I got an S-line, no idea why.

 

[Buneet]

It sounds like you's have had a really bad experience! It's such a shame that such a big company lets people down like this. If you have any more trouble you should e-mail the CEO of Audi UK - Andre.Konsbruck@audi.co.uk. There's no way people should be treated this way, especially by Head of Business and other managers. I get that you want to give them a chance before you go behind their back, because I'm in the same position in that sense, but sometimes its the only way to get what you deserve as a customer. It was only when I e-mailed the CEO that things started moving quickly - however it seems that they've forgotten about that and they're slipping a bit.

With regards to you regretting not getting an S Line, I'm driving a Daytona Grey A3 S Line loan car and I love the colour more than Monsoon unfortunately (S Line was out of budget), so when I get mine I hope I like it - I'll have to just pretend Daytona doesn't exist!

(shh.. I prefer daytona too!) I was doing the same as you haha. It was also out of budget for me too. 🙊

Thanks for that email address. That will be my last port of call though. The sad thing is, my dad just wants the problem solved, he has an Audi specialist friend who is going to clean it all for us for £50. But to be honest we don't care about the cost, it's more about the service we received from them. They're trying to say to us it'll cost £700-800 to replace, we just wanted it cleaned and they said it's too big of a job. I'm sorry they are Audi, it's THEIR specialisation. Nothing of the sort should be too big of a job. I even said to the head of business "is that how you prioritise? Cost over customer satisfaction?" then he kept quiet.
He didn't like being told what was right and wrong by me, I'm 18 and he seemed to treat me like a child. You know that way when you were a child, adults just repeat themselves until you shut up? That's how it felt, sort of makes you feel like an idiot. I spoke to him in a respective manner, told him how we had been messed with from day one and all we wanted was our problem to be solved. That's it. Now it's got to the point where we don't even want to step foot in the dealership.

I have posted my story on another non-audi forum in which someone said that they were originally going to get their car from Liverpool Audi but changed their mind after reading what happened and they went to Warrington instead. So I guess if they want to play games with us, we're more than happy to play as well since what may have cost them a few hours in labour, has now cost them a sale. It sounds petty but it has been 4 months now and around 5/6 trips to the dealership isn't the right way to make a customer feel like they made the right choice.

On a happier note, when you finally get your car providing it is a smooth delivery you will love it the colour is still lovely! Albeit not daytona but it's a colour you don't see all the time which is cool!

 

[SJR88]

You're right about everything you're saying. It comes down to them turning what should be a good experience into a bad experience due to awful customer service... I also get the being young and not being taken seriously - I'm 25 but look about 12 haha. I think they mistake you having the respect and patience for weakness & their money is more important to them.

Let me know how you get on anyway, good luck with everything!

(shh.. I prefer daytona too!) I was doing the same as you haha. It was also out of budget for me too. ������

Thanks for that email address. That will be my last port of call though. The sad thing is, my dad just wants the problem solved, he has an Audi specialist friend who is going to clean it all for us for £50. But to be honest we don't care about the cost, it's more about the service we received from them. They're trying to say to us it'll cost £700-800 to replace, we just wanted it cleaned and they said it's too big of a job. I'm sorry they are Audi, it's THEIR specialisation. Nothing of the sort should be too big of a job. I even said to the head of business "is that how you prioritise? Cost over customer satisfaction?" then he kept quiet.
He didn't like being told what was right and wrong by me, I'm 18 and he seemed to treat me like a child. You know that way when you were a child, adults just repeat themselves until you shut up? That's how it felt, sort of makes you feel like an idiot. I spoke to him in a respective manner, told him how we had been messed with from day one and all we wanted was our problem to be solved. That's it. Now it's got to the point where we don't even want to step foot in the dealership.

I have posted my story on another non-audi forum in which someone said that they were originally going to get their car from Liverpool Audi but changed their mind after reading what happened and they went to Warrington instead. So I guess if they want to play games with us, we're more than happy to play as well since what may have cost them a few hours in labour, has now cost them a sale. It sounds pretty but it has been 4 months now and around 5/6 trips to the dealership isn't the right way to make a customer feel like they made the right choice.

On a happier note, when you finally get your car providing it is a smooth delivery you will love it the colour is still lovely! Albeit not daytona but it's a colour you don't see all the time which is cool!

 

[SJR88]

Hi everyone. I know I said I'd update sooner but it's taken a while to sort everything. I still haven't had a proper reason why my car has been delayed (and I don't think I ever will). Audi CS always go back to the dealer for info so they're only doing what I done in the first place. What I am pleased with though is that they are sending me a cheque for £500. This was all after another e-mail to Andre Konsbruck.

 

[Foshiznik]

You're right about everything you're saying. It comes down to them turning what should be a good experience into a bad experience due to awful customer service... I also get the being young and not being taken seriously - I'm 25 but look about 12 haha. I think they mistake you having the respect and patience for weakness & their money is more important to them.

Let me know how you get on anyway, good luck with everything!

I'm also (relatively) young at 29 and I also felt like they didn't want me there. If I have the means to buy an Audi, I expect the same service as any other Audi owner, young and old!

 

[SJR88]

I know, they just don't care. That's why I ended up going to a different dealer. It was the same with VW.

I'm also (relatively) young at 29 and I also felt like they didn't want me there. If I have the means to buy an Audi, I expect the same service as any other Audi owner, young and old!

 

[steeve]

Spec will make some difference as to when it's built, the line loading needs to remain constant within a few percent. So there will be a mix of low spec and high spec vehicles to keep the line speed constant. Imagine what would happen if the assembly line was full of very highly specced cars with high tack times. Or conversely full of low spec vehicles. If its anything like the production lines where I worked they wont have spare people standing around waiting to help with build if the total daily hours to build increases. So the line is planned with a mix. But yours doesn't look to highly specced and the difference would only be days.

Why don't you try to contact Audi Customer Care and see if they can help you get to the bottom of things.
Good luck.

 

[SJR88]

Thanks a lot for the advice. To cut a long story short I've been between the Audi CEO, the executive team, Audi CS and they all usually lead back to the dealer. Head of Business at Warrington and the executive team being the only help - they have just offered a £500 cheque. If u get a chance just read through my posts above and my other threads for all the trouble I've had etc. Still no actual reason given for delay though. I personally think it will be September now.

Spec will make some difference as to when it's built, the line loading needs to remain constant within a few percent. So there will be a mix of low spec and high spec vehicles to keep the line speed constant. Imagine what would happen if the assembly line was full of very highly specced cars with high tack times. Or conversely full of low spec vehicles. If its anything like the production lines where I worked they wont have spare people standing around waiting to help with build if the total daily hours to build increases. So the line is planned with a mix. But yours doesn't look to highly specced and the difference would only be days.

Why don't you try to contact Audi Customer Care and see if they can help you get to the bottom of things.
Good luck.

 

[steeve]

Sounds as though you've done all you can. Have you thought about pushing them for a higher specced stock car? There are an number of dealer stock vehicles already built and in the Audi dealer network system. I picked up an ideal car, brand new unregistered and got it in less than a week.

 

[SJR88]

I haven't tried that & it sounds like a good idea but I think I'll just leave things as they are. It's been going on since Feb and this is the third one they've ordered, and they added some options at their expense. I just think if I start talking about other options they're that sly they'll probably try and turn the blame on me for changing my mind.