Main Dealers item created by FactionOne, Jun 24, 2015
Pros - It is an Audi dealer and that’s it.
Cons - Poor New car sales. No discount offered.
Poor service. Incomplete work. Errors with work requiring rectification elsewhere.
Poor new car sales. Unhelpful. Poor knowledge of vehicle specification. Purchased new vehicle in Reading. Arrogantly states they don’t discount new vehicles sold for cash (no trade-in). Only interested in selling over-priced contract hire.
Indifferent and unreliable service. Multiple errors and faults following service that required correction at another Audi dealer and tracking at a local independent. On the two final bookings, vehicle was not ready for collection at agreed times. On final booking it was over a week!
Cons - Poor vehicle care
I hadn't had an Audi for a while, My old 2004 A4 SLine was lovely, but when I had work done at the Basingstoke garage, it was exceptionally poor.
One of the fitted exterior trim components fell off before I could get home and the second, on my immediate return, dropped off when the Service Manager touched it. I had the service just completed redone to ensure that it was done correctly.
Wind forward 15 or so years and I was once again in the market for an Audi, so hoping that in the time past the garage had improved.
I fancied an A6 SLine, went through the normal sales and extras conversation ( one about taking the extra paint cover to help with bird poo etc ). I went for a test ride and things felt okay, it was rather exciting, I had never purchased a new car for myself. On my return I asked to see the car I was buying as it was in their secure building nearby.
Looking back, this should have been the warning flag, but I was so excited about a new car I didnt stop. I saw the car, it was covered with the white plastic covers ( bonnet, roof etc ), a bit dusty as expected, and with a few bits of bird poo on the edge of the bonnet ( not on the plastic covering ).
I mentioned this and was assured it would be cleaned and sorted.
So roll forward a week and I went to pick up the new car. As I pulled in could see it waiting for me by the main entrance. Straight away I saw a white mark on the passenger side front and back doors and had thoughts about the hunting of pigeons.
I got out and went over to look and it wasn't birds being careless it was damage caused by something being bashed against the front and back door. I went in and much I guess to the salesman's upset dragged him out to show him the damage.
The sales manager came out and straight off said that they would fix it, and give us the clear extra paint finish as a way of saying sorry and thank you. So we booked the car in to be corrected and sat down to finish the paperwork and hand over.
I drove home and got out noticing something on the bonnet ( where the white covers had been ). Two scratches were really obvious ( in the right light ) and could be felt. I called and took the car back. The car was less than perfect. I felt that even the second hand cars I had driven had been looked after better than this one had in its short and protected life.
Fast forward a week, the car was taken into have the scratches and the door damage fixed. My partner picked it up, the door looked good, but the bonnet looked like a brillo pad had been taken to it and it was far worse than when it had gone in. I was so fed up, I wasn't ( in case I got sweary ) able to call them immediately and had to calm down a bit.
I called and very much got the impression that they thought I was making it up, but again, we took the car back in and the salesman was very much over ridden my the sales manager who asked him to take ownership and get it sorted. I was very close to handing back the keys. The scratching and subsequent attempt at its removal and the remaining smudges were obvious.
So the car was booked in and went back in for a forth time to get the bodywork into a pristine and expected state. It was done and I cant see any damage on the doors or the bonnet now thankfully else I would have certainly returned the keys at this point.
I haven't had a new car experience and my trust of the team there is completely gone. The only light on the horizon was the Sales Manager who seemed very embarrassed at the state the car had gone out in and who helped to get things corrected.
So now I have a nice car, but its not new and its a rather bitter sweet niceness, I didnt get to take it home, give is a wash and a wax like I would have wanted to do and I will always be worried that the correction work might come back to bite me. I didn't get to show it off to my friends due to being fed up with the quality of finishing and work done initially. Its nice, but not as it should have been.
If you are going to use the Basingstoke Audi garage I would recommend that the car isnt cleaned and you check the work really carefully to ensure its to the standard you expect from the premium brand you are paying for. I very much hope this was a one off and that this is indicative of the Lookers business, but I must admit having been twice bitten, I am getting shy and they have a huge recovery job to do for me to gain any semblance of trust.
Pros - interested to get me test drives
Cons - not very interested in selling me nearly new or ex demo outside of Lookers group stock
Was looking for a nearly new Q5 2gen Quickly got test drives from them for an S Line and Sport but when I went to buy a Sport (didn't like harsh ride of S-Line), they were only interested in selling what they had on the lot (nothing). I haven't been back since they refurbed the showroom, but their previous attitude doesn't look good.
Pros - Good post purchase follow up
Cons - Told me the car had a full service history and then only at the end did they say actually they had lost the service book
I bought an audi s3 black edition with them 2 years ago.
They claimed the car had full service history since it was approved.
Turned out they had lost the service book and had stamped a duplicate book.
I asked for all the invoices to be printed out and then asked them to contact the previous owner to check (turned out he had the stamped book and history, but had never been asked for them). Pretty basic error in my mind.
But then basingstoke did follow it up and get the service book and also fixed for free a leaking pipe for the screenwash which was a wheel out job to get to (it was deemed wear and tear by warranty company)
Pros - Decent space and a good selection of cars
Cons - Dishonest, unhelpful, patronising and dismissive
The sales people I have spoken to here have been very unhelpful. In June 2016 they had no information about the facelifted S3 saloon in terms of price, release dates or spec when there was enough information available online - they clearly do not take pride in their work.
I requested a breakdown of my PCP deal in June also but was told there was no point as I should be about £5000 in negative equity. In February I was £1000 in negative equity. The salesperson did not present me with my PCP status despite asking him several times. Mercedes retrieved this information for me at the first time of asking.
He also said there would be absolutely no deals available on the car as it will be so new and told me this in the most patronising way as if I was some low intelligence numpty who knew nothing of how the world works. A quick check on many car broker sites a couple of days after Audi officially released the facelift S3 saloon for configuration (last week of June) and brokers are offering up to 14% discounts as they were for the pre-facelift.
I have given my car in here twice for maintenance work and was told I would be phoned when the car is ready to be collected and on both occasions I was not informed at all. I had to call and was told the car had been ready for hours. I confirmed they have my correct contact information.
Pros - Friendly and knowledgeable staff
Willing to fight your corner with Audi CS
Breakfast club - get your car serviced first thing with a free bacon roll!
I go out of my way to visit this dealership.
There's a general can-do attitude and friendly demeanor amongst the staff there which translates into genuinely excellent customer service, especially for knowledgeable enthusiast owners such as myself, the likes of which I have not experienced elsewhere.
They have also recently created a new role for their master technician Rob Ostler who now acts as a technical consultant, arranging special events and dealing personally with S/RS and enthusiast Audi owners. He possesses a unique blend of technical experience and expertise which combined with a genuinely open and friendly manner gives Basingstoke Audi a unique value-add proposition to owners such as ourselves.
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