Main Dealers item created by FactionOne, Jun 24, 2015
Pros - Nothing
Cons - Everything - weren't able to resolve any of the issues
A car I'd recently purchased lost DAB radio. As it was under warranty, the garage suggested taking it to my nearest Audi dealer.
They were unable to resolve the issue, and suggested I reject the car as it has "non standard coding". I'd not touched any coding.
A different Audi dealer (Bridgend, near to where I purchased the car) diagnosed the issue straight away, and fixed everything with a software update. Also checked everything else and gave the car a clean bill of health.
Pros - Front of house staff very welcoming, technical assistants very knowledgeable and no-one trying to sell you a new car.
Free valet with even the smallest workshop work.
Cons - They don't fix things - they just replace parts if they find a problem.
Very busy so turnaround times are quite long, even for small items.
A "limp home mode" experience was diagnosed as a turbo problem; proposed solution was a new turbo assembly costing £1400.
However, decided to invest in a £7 can of Wynn's turbo cleaner which did the trick and no further turbo issue since then (one year ago).
Rear screen wiper replaced (£240!) but got a free valet thrown in.
Overall Cheltenham Audi do their best and you get what you pay for, if you can afford it.
Pros - Nothing good to say
Cons - Lack specialist knowledge, disorganised, dishonest.
This is an I tterly incapable and immoral dealership. The staff are all smiles but front of shop are almost all either incapable or dishonest, or both. They've shown themselves happy to work with Audi UK to screw customers out of thousands of pounds without batting an eyelid. Steer well clear!!
Pros - Nice new showroom
Cons - Consistently awful at answering the phone, taking messages, and getting back to you over the simplest of requests.
The only upside to actually driving in and physically finding the person that you need to speak to is that they offer you a nice hot drink.
They rarely answer calls promptly, if at all, and any message you leave will not get picked up, or given a response.
Everyone is friendly enough, but it seems it's style over substance most of the time, more so since moving from Parklands to Cheltenham. Parts and servicing always fairly efficient, and never had a problem getting a courtesy vehicle.
I remember once they sent me a mailshot regarding upgrading, I rang them to tell them I was interested in the offer, only to be told that everyone was busy. Left my details but no-one bothered to follow it up.
Pros - Good location? That's about it.
Cons - Poor selection of new cars, 3-4 week wait for courtesy vehicles, some rude and arrogant service/sales staff.
My cars been in numerous times to Cheltenham for various problems, and they often come back with 'nothing wrong with it', which infuriates you because as the person who drives the car day in day out, you know exactly when something is wrong, even if a nice diagnostics system tells them 'no faults found'. The service staff (with exception of Megan/Rob, as per other review) are pretty poor at their job. They get defensive when you try explaining there definitely is something wrong with your car and requires further investigation. The sales people swan around, thinking they walk on water yet have no persuasion or sales power at all. If you want to test drive S3's, you probably can't because they don't have them in (and won't order any). To make matters worse, they fragrantly lie about reservations of courtesy cars. This happened recently, after my car was booked in months ago only to find out at the last minute that it had was never booked.
Pros - Helpful Staff
Good selection of courtesy vehicles
Cons - Poor communication between internal teams
Poor customer retention
Difficult to get hold, dont return calls/emails
First time I used, i arrived to find my booking had not be correctly made, blame was shifted to a member who had moved internally. Waited weeks for return call to confirm part had been ordered despite repeated calls. Lucky interception by enoher member of staff led to resolution.
Requested specific courtesy car as wanted to test, despite assurances it would be there it wasn't.
When work was being carried out they damaged another part of the car which I was asked to get fixed and bill them for.
Certain staff favour affluent customers and ignore the rest, though staff refresh seems to be addressing this.
Couple of exceptional staff members (Megan & Rob) save this brance from being appalling.
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