Customer services

MELenium

MELenium

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Hi
As I am not the original buyer I was looking into possibly getting a service plan for my 2019 A1 so looking on Audi.co.uk site I clicked on buy a service plan and entered my reg and mileage and it came up with this car currently has a service plan. Further down the page there is some faq and it says that the service plan can be passed on as the plan is with the car and not the owner by sending a copy of the V5. So I emailed customer services and they replied by saying that under the general data protection regs they can not discuss with a third party unless authorised by the original owner and if the owner wishes to discuss this further they can email us directly. As I am the 3rd owner I have no idea who the original owner is I wondered if anybody else had come across this problem and if so how did they go about it.
 
Hi
Just an update, I received an email from them this morning and they have asked for a copy of my V5 so that they can look into transfering the service plan. So I have sent this as an attachment in my reply email, here's hoping.
 
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Hi,

The dealer should be able to check for you as this is what happened when I booked my A1 (since sold) where they said the car had a service plan, so nothing to pay! A lot of A1 owners took the plan out as it was around £299 for a five year plan on variable, or £400 for fixed. They should move the plan as there’s no valid reason not to.
 
Hi
Thanks for that info Graham555, i'm still waiting for customer services to get back to me so I will probably have to go that way. Just to complicate matters I have now put on a private number plate so I don't know how this might now work out.
 
Hi
Today I received a letter from Audi confirming they have transferred the plan to me. It is a fixed service plan and is valid till the end of October 2023 or if the odometer shows 52,000 miles ( no chance of that). It goes on to say the FPS includes 1 X minor service and 1 X major service. As the car is coming up to 1 year old at the end of this month, do I now wait until it's 2 years old in June 2021 for the minor service and have the major service 2 years later in June 2023? Totally confused as I was going to get it serviced at the end of this month.
 
Hi,

Good news that you have had the service package transferred. Audi service intervals can be fixed, where your mileage is under 10k per year, or flexible if you drive over 10k per year. I guess you car will be set to flexible as that’s the default set by the factory or dealer. If that’s the case then the car will need servicing at two years old or 19k miles years, then again in two years time. I would check what service intervals the car is on using the MMI or give your local dealer a call. The service manager dealer at the Horsham dealer has always been very helpful sorting out the best option for me so I got the best out of the service package.

Good luck.
 
It's a fixed service plan so I rang Teeside Audi and a lady told me the first service would be after 1 year( I booked it for a months time) and she said my second service would be 1 year after that. I was hoping it would have been every 2 years. This means my service plan now runs out in 2021 and not 2023. A bit strange, oh well I shouldn't complain as both are free.
 
Hi,

That doesn’t sound right to me! If the plan is valid until 2023 I'm sure that is when it expires, and if that’s the case, then as long as the car service intervals are set to variable it won’t need servicing until it’s 2 years old, or 19,000 miles, and again at 4 years old. If the car has been set to fixed service regime - check this on the car MMI - and if it says it’s due in a few days, then it will need servicing every year as the dealer is telling you. If it says, for example, 200 days, then it’s on variable and won’t need servicing until next year. I appreciate it’s a pain to call the dealer, but if the car is not due a service, why would you get this done now and again next year.

Either way, whatever you decide to do, you won’t have to pay, and with what his going on in the world, who knows what next year will bring!
 
In my Audi app which gets it's information from the MMI in the car says: Details: Mileage 3,313 miles, Inspection in 368 days/15,800 miles. Oil Change in 263 days/9100 miles.
Service: Maintenance & vehicle information:
Service plan: Delivery inspection 5/6/2019 7 miles,
Additional work: Depending on mileage and vehicle age, your Audi requires the following work in addition to the inspection:
Renew dust and pollen filter: milage-dependant every 40,000 miles or time-dependant every 2 years,
Spark plug: Renew: milage-dependant every 40,000 miles or time-dependant every 6 years,
Air filter: clean housing and renew filter element: milage-dependant every 60,000 miles,
Brake fluid: Renew: time-dependant every 2 years
Going by the above information it looks to me it should be every 2 years,
Just on a side note it says Under statutory warranty and manufacturers warranty: The vehicle is guaranteed free of defects for 2 years from date of delivery, Is this correct as I thought it was 3 years.
 
Hi,

Having looked at the report from the app, the car will need a oil change around February 2021 or when you reach 9100 miles. The inspection service would be June 2021, but this can change, and hopefully as system will be reset when they carry out the oil change, the date will move a lot further forward. Remember the date and mileage may change depending on how the car is used. So based on the information from your car, I think it’s another call to the dealer armed with the information you have from the system that it needs servicing in 263 days, and see what their response is.

The warranty is 3 years as per the paragraph below. You can see two years is mentioned, and then makes a typical confusing statement that it’s actually three years. Typical warranty gobbledygook!

The 3-year Audi warranty begins on the date of delivery to the first owner and lasts for a minimum of 2 years, with the warranty continuing for a third year or up to 60,000 miles, whichever comes sooner. The warranty is automatically transferred to any new owner, subject to the same terms and conditions.
 
Rang Audi again and they said that because mine is a fixed service they recommend that the service should be done every 9100 miles or 1 year which ever comes first. The only thing that I can think of is I bought the car in February of this year and because myAudi is saying 263 days and as you say that would work out at February 2021, I am now
assuming when I bought the car they must have done an oil change just before I got it and reset the MMI for the next oil change. They don't seem to have reset the inspection service as that is showing 368 days.
As I don't know if they have put the correct oil in or even put a new oil filter on and if so is it genuine. If it is not they might query this when they service it.
 
Hi,

Strange that the garage are saying as the car on a fixed servicing regime it will need a service regardless of your very low mileage and what the MMI is telling you. If the garage did any work on the car prior to you buying it that should be logged on the myAudi app under service history - your printout only shows the delivery inspection was carried out - so I’m guessing they didn’t do this as the car had low miles. Personally as the system says 263/9100 miles, and as both of these are a long way away, I would argue it doesn’t need a service until then. Worth calling Audi Customer Service to ask if what the dealer is saying is correct as although it was unexpected news you won’t have to pay for the next two services, as it stands you will use one service when the car has done so few miles.
 
When should I service my
Audi?
There are two types of service schedule available: Fixed (serviced every 9,300 miles/1 year) and Flexible (up to 18,600 miles/2 years). We recommend a Flexible schedule for people who drive longer distances, typically on motorways and main roads, while a Fixed schedule is right for lower-mileage drivers who do more city and town centre driving. Speak to your Audi Centre to find out more.


The above is from the Audi site and is basically what the lady told me. I did not tell her that the MMI was saying it had 263 days before it's first service as where I bought the car from I don't think they will have had access to Audi services. Assuming they could have just changed it from the MMI when they did the oil service and if so could that void my warranty as they might not have used genuine Audi parts. When I take it to get it serviced and if they query this, I will just after plead ignorant and hope they will be ok with it. Not ideal but it's looking like this is how the MMI is showing this oddity. For all I know they might not have done this work but still changed the MMI. Is this even possible?
 
Ok, I thought the car was from an Audi dealer, so sorry I assumed that. Also that would explain why nothing shows up on myAudi if they don’t have access to the Audi system. Plan B to give you peace of mind not knowing what the dealer you brought the car from actually did. Get the car serviced in the next week or so, then when you drop the car off ask them to use the long life oil recommended by Audi, and ask them to reset the service regime to variable. This can be done as my Q2 I bought in March service the intervals was set to fixed, so the service manager came out and changed this to variable without any hesitation. This way should then get the system set correctly and all will be fine. Don’t worry about the worry the warranty as this way you are are line with the service schedule and no one is any the wiser what happened in the last.
Good luck.
 
Thanks Graham555 for your help, appreciate all the information, I have a service booked later this month so will update this then.
 
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