£320 For First Oil Service! WTF!

DarkyUK

Registered User
Has anyone else with the S5 who got the service plan for £468

I have exactly the same email, I have a complaint logged with Audi Finance Service and also with Audi UK.

I don't think, from their own terms and conditions, that they can just cancel it. We have informed them of all of the details for the vehicle correctly, they have taken the money, we have met all of our obligations etc...

If they don't end up honouring it via complaints i'm seriously considering taking them to the ombudsman. It's ridiculous!
 

cuke2u

Registered User
Not happy at all - my car is due its first service on Wednesday and is already booked in, service plan was paid in full on 6th February and just got this from Audi....

Good morning Mr ******


Unfortunately we encountered an issue when attempting the set-up of your Service Plan online because the model of your vehicle does not qualify for this particular product. This means that your Service Plan online purchase hasn't been successfully fulfilled, and we will delete the contact information provided and process you a refund for any payment of the plan.


You don't need to do anything – we will contact you via email to confirm the payment and service plan details have been deleted within the next 5 working days.

I've phoned Audi Finance, who the service plan is through (although I paid for it all in one lump sum), and spoke to the most unhelpful and quite rude man who just kept on reading out the email to me like I was some imbecile who couldn't read. The thing is, my car was originally due to be serviced last Wednesday but due to another on-going fault was changed to this week, so I would already have had the service paid for by the service plan if the car hadn't developed this fault. Basically he couldn't tell me what the problem was just that 'your vehicle does not qualify for this particular product'. I suspect that it is down to a computer error giving us with 3.0L cars the price of the 2.0L cars and Audi not wanting to honour this. After getting nowhere with Audi Finance he said to contact the dealer so I'll have to do that after work - but it was booked in with this dealer as they are local and far from the cheapest! I'm fuming!!!!

Has anyone else with the S5 who got the service plan for £468

I think there seems to be many Audi personnel who have either come over from TalkTalk or they need to go on some proper customer training courses. Because that response is simply unacceptable.
 

DarkyUK

Registered User
Has anyone else with the S5 who got the service plan for £468

I have exactly the same email, I have a complaint logged with Audi Finance Service and also with Audi UK.

I don't think, from their own terms and conditions, that they can just cancel it. We have informed them of all of the details for the vehicle correctly, they have taken the money, we have met all of our obligations etc...

If they don't end up honouring it via complaints i'm seriously considering taking them to the ombudsman. It's ridiculous!

Also, mine was taken out on the 19th Jan!!!!!
 

Blessed_Badger

Registered User
Totally disgusted with Audi/VWFS attitude, after 2 phone calls and getting nowhere. Basically, "It's not out fault - you're getting your money back, aren't you lucky?" is their take on the matter! They aren't going to honour their contract and felt they were perfectly within their rights to cancel it as they'd made a mistake. It would have been interesting to see what would have happened if anyone has taken the service plan out and already had a service done - the 2nd person I'd spoken to asked me to confirm on as number of occasions as to if I'd already had a service done as I suspect they'll have no choice but to honour these - or more to the point, what their attitude would have been if I'd phoned them to say I'd changed my mind and wanted my money back as I wanted to spend it on something else and I'd made a mistake?

Anyway, I then went into Audi Oldham (where the car is booked in for the service and a warranty repair) and they also phoned AudiFS as their system still showed me having a service plan and they got the same response from AudiFS - 'we're cancelling the service plan and the customer will have to pay for the service'. Oldham Audi then said the best they could do for the oil change service was the advertised price of £325 unless I produced a full breakdown of all consumables used by another garage with a better quote - which at such short notice I wasn't likely to be able to do (I think I'd originally got a quote for £280 from somewhere localish, and £260 from an indy that used OEM parts. So now I've cancelled the service with them, and they can have the car for the warranty repair of the SOS system as it was originally booked in for that anyway.

Also, according to AudiFS and Oldham Audi there isn't an 'Audi' service plan for any 'S', 'RS' or 'R8 models!!!

I'd also rung Audi UK during the afternoon to explain my disgust at the situation - spoke to a very helpful gent called Harris who, although not able to solve the original issue with AudiFS and them cancelling the service plan, he did speak directly to a dealer local to them (they must be based in the Leeds area as it was Leeds Audi who he spoke to) and found out that they, as a dealership, offer a service plan for the S5 that was £450 - I haven't verified this (he did give me their number and said that his call to them was recorded if I needed proof) but I have no reason not to believe him and would have gone through them (it's only 30 or so miles away) if it wasn't for a call I'd made in the meantime to the dealer (Bolton Audi) where I'd bought the car new from 12 months ago.

Although Bolton Audi as a dealership also don't offer a service plan, the incredibly helpful and understanding lady did say they could do the oil change service for £264 (she seemed to think Oldham Audi had quoted for a variable oil service and not fixed which is what they as a dealership put all 'S' models on when sold) and then reduced it to £220 for all the hassle various persons from Audi had put me through during the day. I'll cross the bridge of the 2nd (and full) service cost in 12 months time when it needs doing!

So in this particular case, although AudiFS and their 2 unhelpful (and in the case of person no.1 quite rude) customer service operatives haven't in any way covered themselves in glory / honour etc I would like to say that Audi Bolton have excelled in their ability to make a customer truly happy, feel like they are valued and that their custom is actually worth something - it's booked in for a week on Saturday while I wait. And makes me feel guilty that for the sake of convenience and saving myself possibly 30 minutes in travel time that I didn't use them first.

Unfortunately as my service is / was due a week ago, I need to get it sorted asap so can't really afford to wait to see how a formal complaint is dealt with before booking it in, though I will definitely be writing to complain as soon as I get a spare 10 minutes.
 

RS3 S.

Registered User
........i have found the whole Audi service plan for most models a rip off but to not have one for the S,RS & R8 models is a disgrace. ''yes'' they have a bigger engine etc so need more oil or a couple of extra spark plugs when required but you would still pay for that anyway. Audi must be loosing a ton of money with owners of these cars going to Indi Audi/VW specialist's i know i do!!!.
 

cuke2u

Registered User
No more of rip than fords are, both a focus and fiesta have been more expensive than either my A3 was. In fact our current fiesta is double the cost of my A4 is. I think it is rather like printers, they can be cheap to purchase but manufacturers consumables are expensive.
They get you in the end by what ever means...
 

DarkyUK

Registered User
@Blessed_Badger Did you log your complaint? I initially got told I could have the service plan from a dealer and that they would pay the £120ish difference for me, they put this in writing and then I pointed out the dealers would not offer the service plan also and now they are sending me a cheque for £100 as a goodwill gesture.

Also got the interim service, oil change and pollen filter done for £380, only the standard 10% discount but it won't need another now for at least a year based on my current mileage.

Still a shambles and not impressed, especially since the loan car from the dealership was a basic diesel manual Q3.....
 

Benji315

Registered User
I just got quoted for the full service - Interim, Oil Change and Pollen Filter for £445, queried it and it went down to £400 but still excessive.

Don't remember it ever being this much on my last A5?
 

Blessed_Badger

Registered User
@Blessed_Badger Did you log your complaint? I initially got told I could have the service plan from a dealer and that they would pay the £120ish difference for me, they put this in writing and then I pointed out the dealers would not offer the service plan also and now they are sending me a cheque for £100 as a goodwill gesture.

Also got the interim service, oil change and pollen filter done for £380, only the standard 10% discount but it won't need another now for at least a year based on my current mileage.

Still a shambles and not impressed, especially since the loan car from the dealership was a basic diesel manual Q3.....

I eventually did and was offered £50 (paid directly into my bank) - which I took because I couldn’t be bothered with the back and forth emails! Got the first service / oil change done for £220 IIRC and Bolton Audi where I bought the car said they’d do me a good deal on the full service next March so I hopefully won’t be too much down overall. Audi UK won’t cover the S and RS models for a service plan and only certain dealers do.

Changing subjects totally Audi have announced new S6 and S7 models are going to be diesel WTF!!!

https://www.audi-mediacenter.com/en...models-with-electric-powered-compressor-11482

Not clear in my brief skim through if they’re replacing the petrol or running alongside them! Still no S5 on the UK configurator I see.
 

Benji315

Registered User
Does anyone know if I can use a non Audi location for a first service?

Still can't believe the service cost, house mate has a brand new 3 series with no service cost for the first two, and my gf's Polo service was also free.

£450 for a first service is a joke.
 

cuke2u

Registered User
You can use a Audi specialist if they use approved parts. If you obtain a quote Audi should price match as well..
 

Blessed_Badger

Registered User
Check the small print of any PCP / lease as most insist on franchised dealers for servicing as it could affect any GFV which the figures are based on. If it’s yours however, (or it’s a PCP and you definitely don’t intend on handing it back), as long as they use OEM parts your warranty with Audi won’t be affected.

On the other hand, if you do use the same franchised dealer throughout it’s always more likely of a goodwill gestures or them supporting you with Audi UK if your car’s out of warranty and needs expensive work doing on it.


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