My email to Audi UK Customer Services; just sent:
"Good morning,
My vehicle is Audi S4 saloon, registration XXXXXXX, VIN XXXXXXXXXXXXX. I've received notification of safety recall 24DP for replacement fuel rails. My local dealer is Marshal Audi Bexley; unfortunately I had a very bad experience there on the only occasion I've taken it back (the 2-year service in 2017) since it was supplied new there in 2015. The business and much of the personnel had changed in the interim, and the lack of care for the car (forecourt staff banging the side of my car with doors from adjacent cars being the worst) meant I vowed never to take the car there again. The recall notice presented me with a dilemma, so a few weeks ago, I went and spoke personally to one of the work shop staff, and expressed my fears. She proposed a solution that I found acceptable; in essence, she suggested that on the appointed day and time, I'd drive the car straight into the workshop myself, and then remain on site whilst the work was done (she said about an hour - even though the notice itself says three) and then drive it straight out again. On that basis, we made an appointment for 9.30am on Monday 22 July.
Yesterday, I rang the dealer to speak to the same person, to confirm all the arrangements we had agreed were in place. I wasn't allowed to speak to her and was instead put through to the service manager (David) whose attitude I found most off-putting. Firstly, he told me that what his colleague had agreed two weeks earlier was impossible on H&S grounds, and that I'd have to leave the car on the forecourt to take its chances until they were ready to move it into a work bay. He was oblivious to my fears about how my car would be cared for, repeatedly interrupted and spoke over me, and simply said he had confidence in his staff - he just couldn't grasp that it was me who needed to have that confidence and his words alone meant nothing unless translated into meaningful action. I gave him a chance to translate his words into deeds and asked if he personally would meet me on arrival in the forecourt, drive the car directly to and from the bay himself and take responsibility for its care until handing it back to me when the work was finished. He refused.
One thing David had suggested was that I should contact another dealer, so I did; Maidstone Audi. It's not exactly convenient for me and I did find David's suggestion vaguely reminiscent of Donald Trump telling people who don't like America to leave. But my first impression on speaking to the staff there (a service adviser called James) was better, insofar as it was at least informative and honest. He told me it was realistically an all-day job and there was the potential for the car to have to remain overnight if they had to order in replacement parts (seals etc.) after removing the supercharger. I thanked him, said I'd think about it, and get back to him. At that point, I decided to contact you.
I think I will probably take the car to Maidstone - I'm sure I can negotiate a time and date and alternative transport to suit - but before I do that, I'd like someone to clarify the position regarding replacement seals and other parts as relevant. As this is a safety recall ,and therefore something that's happening at Audi's behest, surely it would be making sure that for each job, the dealer doing the work is supplied in advance with all of the parts it needs or might need (in effect, a repair kit) to ensure the job is done first time, on time, with minimal disruption to the owner. That's what I'd like to speak to you about first, before I make any new arrangements. I also have a question about whether the work involves disturbing the ECU in any way - I'll set out my reason for that latter point in conversation
My number is XXXX XXXXXX and a call this morning if possible, would be much appreciated.
Kind regards
Jeff"
Now begins the wait.
"Good morning,
My vehicle is Audi S4 saloon, registration XXXXXXX, VIN XXXXXXXXXXXXX. I've received notification of safety recall 24DP for replacement fuel rails. My local dealer is Marshal Audi Bexley; unfortunately I had a very bad experience there on the only occasion I've taken it back (the 2-year service in 2017) since it was supplied new there in 2015. The business and much of the personnel had changed in the interim, and the lack of care for the car (forecourt staff banging the side of my car with doors from adjacent cars being the worst) meant I vowed never to take the car there again. The recall notice presented me with a dilemma, so a few weeks ago, I went and spoke personally to one of the work shop staff, and expressed my fears. She proposed a solution that I found acceptable; in essence, she suggested that on the appointed day and time, I'd drive the car straight into the workshop myself, and then remain on site whilst the work was done (she said about an hour - even though the notice itself says three) and then drive it straight out again. On that basis, we made an appointment for 9.30am on Monday 22 July.
Yesterday, I rang the dealer to speak to the same person, to confirm all the arrangements we had agreed were in place. I wasn't allowed to speak to her and was instead put through to the service manager (David) whose attitude I found most off-putting. Firstly, he told me that what his colleague had agreed two weeks earlier was impossible on H&S grounds, and that I'd have to leave the car on the forecourt to take its chances until they were ready to move it into a work bay. He was oblivious to my fears about how my car would be cared for, repeatedly interrupted and spoke over me, and simply said he had confidence in his staff - he just couldn't grasp that it was me who needed to have that confidence and his words alone meant nothing unless translated into meaningful action. I gave him a chance to translate his words into deeds and asked if he personally would meet me on arrival in the forecourt, drive the car directly to and from the bay himself and take responsibility for its care until handing it back to me when the work was finished. He refused.
One thing David had suggested was that I should contact another dealer, so I did; Maidstone Audi. It's not exactly convenient for me and I did find David's suggestion vaguely reminiscent of Donald Trump telling people who don't like America to leave. But my first impression on speaking to the staff there (a service adviser called James) was better, insofar as it was at least informative and honest. He told me it was realistically an all-day job and there was the potential for the car to have to remain overnight if they had to order in replacement parts (seals etc.) after removing the supercharger. I thanked him, said I'd think about it, and get back to him. At that point, I decided to contact you.
I think I will probably take the car to Maidstone - I'm sure I can negotiate a time and date and alternative transport to suit - but before I do that, I'd like someone to clarify the position regarding replacement seals and other parts as relevant. As this is a safety recall ,and therefore something that's happening at Audi's behest, surely it would be making sure that for each job, the dealer doing the work is supplied in advance with all of the parts it needs or might need (in effect, a repair kit) to ensure the job is done first time, on time, with minimal disruption to the owner. That's what I'd like to speak to you about first, before I make any new arrangements. I also have a question about whether the work involves disturbing the ECU in any way - I'll set out my reason for that latter point in conversation
My number is XXXX XXXXXX and a call this morning if possible, would be much appreciated.
Kind regards
Jeff"
Now begins the wait.
it would be nice, wouldn't it.
