Ouch! Dealership Damaged My Car!

[gregpot2000]

Hi There


I won’t mention the dealers name as the car is still with them, but I had already decided it was my last time there due to constantly being messed around, never getting call backs, or them answering the phone, and being kept waiting 2 hours every time I went in for an update.

My car is currently in with them as my electric seats weren’t working after they had it for an unrelated issue the last time.


Went in for an update yesterday and was told they had some bad news for me, they had reversed it into a wall or something in the workshop….

Now waiting for a new bumper as well as a new seat module!

Must have been going some speed to do that though?

 

[cuke2u]

Flippin eck, what were they doing? It's not like there are no sensors. I hope it hasn't damaged the crash bar behind it as well..

 

[Joetidman]

They would have had to have been reversing pretty quickly to have gone right through the bumper like that. They are designed to flex at low speeds and return to shape pretty much undamaged. Who are the dealers?


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[V6_Man]

Jeeez. That sounds more like Oxford Audi (did I just name and shame)


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[blackb9er]

Flippin ell! What did they reverse into?

Have they give you a courtesy car in the meantime?

 

[rnm37]

Jeezo! My first thought on seeing your pictures was "car has been hit by RPG"

Hope they get it fixed for you ASAP.

 

[gregpot2000]

Don't want to name the Dealer until the car is safely back in my hands, in light of all the issues I've had with them, and now this, I don't want a complaint to get back to some disgruntled employee while they still have it!

Yes, got an A6 courtesy car, Seems a miss-match of old and new tech from my old B8.5, and my new B9! Nice drive though and automatic which will be good for my 80mile commute each day at least

 

[Dippy]

Don't want to name the Dealer until the car is safely back in my hands, in light of all the issues I've had with them, and now this, I don't want a complaint to get back to some disgruntled employee while they still have it!

Absolutely right decision! However I would advise even then waiting a while, because if you notice something not right days or weeks after you get the car back, although you might be loathe to do so, you might have to go back to the dealer again. If anyone really wants to know which dealer then they can always PM you to ask.

 

[DohNut]

That's awful. Someone clearly not taking due care and attention. Obviously it's going to be repaired at their expense but I'd be wanting a full explanation and apology. Did they even try to contact you?

I 'd also be letting them know the upset caused through their negligence and would hope in return they offer some form of compensation. As an example my car collection was delayed by 3 hours and I was offered £250 in accessories by way of compensation.

 

[NLL]

Jeeez. That sounds more like Oxford Audi (did I just name and shame)


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Tashfeen - I'm thinking of switching my servicing to Oxford. Should I rethink that decision?

 

[gregpot2000]

That's awful. Someone clearly not taking due care and attention. Obviously it's going to be repaired at their expense but I'd be wanting a full explanation and apology. Did they even try to contact you?

I 'd also be letting them know the upset caused through their negligence and would hope in return they offer some form of compensation. As an example my car collection was delayed by 3 hours and I was offered £250 in accessories by way of compensation.

No not as such, The car was booked for them to fix my electric seats that had stopped working in their care last time. They were meant to call me at the end of the day yesterday to see if they could sort a more suitable courtesy car (1.4 petrol Q3 isn't really suitable for my long commute). As I have come to expect from them, they never called me, I tried calling them over and over again (but again as expected, no answer). So as I have got used to doing I called in for an update as I actually pass them on my way home.
As I walked in, I could just see the front of my car peeping out, but in a totally different space to where I had left it, and obviously washed. Oh great I though, it's all done. I finally spoke to the advisor and was told they needed a new module for the door and it was on back order from Germany so would be about 2 weeks.
Then she said.....oh and I have some bad news, While moving your car around in the workshop they have cracked the bumper, but don't worry, it's already booked in the bodyshop for a new bumper and it will be perfect once you get it back. This is as much as I've heard from them.
Even when I dropped it off that morning (to correct them messing up my seats!) my appointment with them was at 7:30am, but none of their advisers turned up until 8am!

 

[cuke2u]

Bad services, do you fill in any feedback questionnaire to them that's emailed to you? I had a pretty poor service once from Eastbourne filled in one of those, and gave permission for Eastbourne to see it and the next time I turned up I was personally met at the dealership, my car was taken from me straight into the workshop and they plied me full of tea and biscuits whilst I was waiting, a complete turnaround.
I would certainly report your experience to AudiUK if I was you, and the fact they didn't, from what you've written, even apologise.

 

[DohNut]

Yep... If me I'd be letting Audi UK know about the whole experience. You can find the head honcho's email address easily enough on Google. I've posted it up before but his name escapes me right know.

 

[pagenotfound]

obviously pretty awful experience and it sounds as if they have a bit of prior but as long as they sort it all out for you and take care of you in the mean time it probably isn't worth getting too worked up about just yet. No doubt the person that did this has just had a rotten day at the office and probably got a colossal roasting. You may even get a few freebies if you lean on them such as accessories or a free service as compensation for the inconvenience. On the other hand, if they botch the repair or mess you around then you'd be fully justified in going ballistic.

 

[gregpot2000]

Thanks for the replies.
Thankfully it clearly needs a new bumper so there can't be any bodges repairs. Should be simple enough to clip out and clip back in? Only thing to be worried about is panel gaps if they don't get it just right, or colour matching but maybe I'm being over paranoid after everything

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[cuke2u]

If its Audi approved they should get it right, when I dented my A3 rear bumber they wanted to replace that, the crash bar, the sensors and the valance. Wanted to charge over £3000 for it all including £350 for paint alone.
Ended up getting it repaired at a local bodyshop for £400 and you couldn't see panel gaps or mismatch. Thing is if you're not happy then reject it and get them to do it right, after all you didn't cause it...

 

[Bristle Hound]

@gregpot2000 - Thats appalling mate
I hope you get it sorted
Like @DohNut says below, this is what I would do

Yep... If me I'd be letting Audi UK know about the whole experience. You can find the head honcho's email address easily enough on Google. I've posted it up before but his name escapes me right know.

 

[DohNut]

Found it... andrew.doyle@audi.co.uk

 

[cjp2k]

Panel gaps shouldnt be a problem my last a4 was delivered with a slight misalignment on the rear bumper. Local dealer managed to refit it perfectly .... So there is some adjustment available.

This wasnt even the body shop doing the alignment, who I imagine have more knowledge of fitting bumpers than the service techs

 

[gregpot2000]

Just to update:
In the end they needed a new control unit to fix the memory seat, this had to come from Germany hence the long wait, it arrived last Friday and was told they would be working on it this week.
I got a call today saying they had tried to fit it...but turns out they have ordered the wrong part number! The correct one is out of stock in Germany and they have no idea when it will be back in to order again.
Think it's gonna be a long time before I see my car again!

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[DohNut]

What about the bumper repair?

 

[gregpot2000]

What about the bumper repair?

Yep. Bumper all done. Just annoying it's an indefinite wait now until the part is even in Germany

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[V6_Man]

Tashfeen - I'm thinking of switching my servicing to Oxford. Should I rethink that decision?

I would. I have just bought my missus an 8v A3 and it is going to either Milton Keynes or Basingstoke, haven't decided yet where. But it will definitely not go to Oxford Audi. Since Marshalls took over VW/Audi/Skoda in Oxford their service has gone way way down the drain - worse than it was before them.


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[gregpot2000]

Hello again. So finally got my car back yesterday. I sent my complaint email last week that seemed to hurry things along quite a bit. Car seems ok for the moment.

I got my first offer from the Dealership, which was 50% off the next service, told them this was totally unacceptable, and thought the sender of the email obviously hadn't seen the full details of my complaint. Turns out she hadn't. They have now come back with 50% off the service, and £200 towards a purchase of my choice. Does this seem fair?

Keep in mind this is for a month of being messed around, never getting callbacks, never answering their phones to the point of I needed to call in the showroom just to get an update each time (and then kept waiting an hour). Turning up for appointments early in the morning where they didn't turn up for an hour and it was just me and the cleaners. Damage to the car, and then ordering incorrect parts etc.

 

[samh1992]

Hello again. So finally got my car back yesterday. I sent my complaint email last week that seemed to hurry things along quite a bit. Car seems ok for the moment.

I got my first offer from the Dealership, which was 50% off the next service, told them this was totally unacceptable, and thought the sender of the email obviously hadn't seen the full details of my complaint. Turns out she hadn't. They have now come back with 50% off the service, and £200 towards a purchase of my choice. Does this seem fair?

Keep in mind this is for a month of being messed around, never getting callbacks, never answering their phones to the point of I needed to call in the showroom just to get an update each time (and then kept waiting an hour). Turning up for appointments early in the morning where they didn't turn up for an hour and it was just me and the cleaners. Damage to the car, and then ordering incorrect parts etc.

To be fair when the other half’s A1 was damaged in the hands of the dealership while in for some warrantee work they gave us the same, discount on the next service(had a service plan anyway) and £200 to go treat ourself to something. Couldn’t really argue with that because they gave us a A4 at the time which was a nicer car.

 

[DohNut]

By way of comparison and as mentioned previously in this thread, I was offered £250 to spend on accessories for a 3 hour delay on my collection day.

Personally I'd be asking for more given your experience/inconvenience.

 

[cjp2k]

Push both the dealer and audi uk.

I had issues in the past and was given compensation from the dealer and a free service by Audi UK... I subsequently wrote the car off before the first service....

One call to audi uk and they transferred the free service to the replacement car....

 

[gregpot2000]

Just to update this thread now the dust has settled.
I accepted the offer of 200 compensation, and got the 50% off a service upgraded to a full service.
Even getting re-reimbursed for the 200 was bloodly painful though, it was a week later than it should have been and only happened after me constantly having to chase (again no updates from them at all)
To make matters worse, the courtesy car I had while my car was in, had the number plates cloned! I got a PCN for entering a pedestrian zone in London when I live in Yorkshire and work in Manchester. I had to spend a whole Friday evening ringing round to try and sort this.

As it's over now, and even paying my compensation was a painful experience. I will name them. it was Stockport Audi. I really would advise people to avoid!