Rocko
TT 225
First of, sorry for the sizeable post. I've been a member here for a few years but after this latest hash, I will never buy from Audi again. This all stems around my ownership of my 2010 Audi A5 2.0 TFSI.
17th June 2010, vehicle collected with 1800 miles.
~17th July 2010, on board computer requested an oil fill up. I put this down to an oversight in the dealer final checks and duly refilled the oil.
However over the following months, I proceeded to refill the oil five more times. That is 6 litres of oil in under 5000 miles.
A phone call to the dealer later, I was informed that this was completely normal up to 12000-15000 miles.
October 17th 2010, the vehicle received damage to the driver side mudflap and sideskirt, booked into Audi Belfast for repairs. At the same time I asked them to investigate the oil consumption issue.
28th October 2010, vehicle left with dealer. Phone call that day informs me that the sideskirt has arrived in damaged and therefore will not be fitted. Also inform me that the oil issue is a concern and they will be keeping the vehicle overnight for tests.
29th October 2010, dealer informs me that they are concerned with oil consumption issue but deem best way to investigate this is for me to put 600 miles on the car and return. I agree to inform them at 500 miles to have the car booked in.
15th November 2010, I inform the dealer that 500 miles has been completed and will be leaving the car in on 18th November and enquire about courtesy vehicle. Dealer will "look into this".
17th November 2010, I again phone dealer to enquire about courtesy car. Unavailable so due to work commitments, I reschedule the car for the 25th November.
25th November 2010, vehicle left at dealer. Audi driver brings me to work with dealer promising to have courtesy car arranged by end of the day. At 3pm, no contact so I once again call dealer and am told that a vehicle is available and they will send a car to collect me and my fiancee at 5pm. 520pm, no car so I call dealer. Person dealing with my case is unavailable and will return call. 535pm, I call again, still no car to collect us and person dealing with my case is still unavailable. I get speaking to service manager who goes to "hunt him down". 540pm, person returns call. 545pm, taxi arrives to collect us.
Arrive at dealership to collect a lower spec A4 Avant. Glad to have a courtesy car but was promised a car of equal spec which this is not. No navigation being the main problem. Courtesy car comes with parking ticket and crisps in the centre console and chewed gum in the ashtray, which I clean.
Further call throughout that week reveal that the tests have not been completed and the car was going to be drive by Audi Mastertech who will monitor oil usage on a daily basis.
2nd December, A4 Avant is returned and A5 Sportback is provided. Again, very appreciated, but still no nav. Dealer informs me that due to the conditions around the areas where the mastertechs live, they have decided not to give the car to them to put mileage on the clock and will instead be completed by Audi driver in and around Belfast.
21st December, call from dealer to tell me due to wintry conditions in Belfast, no miles have been put on the car. Fair enough, I would prefer the car not crashed.
23rd December (AM), call from dealer informing me that they have been unable to complete any tests but if I wanted the car over the Christmas period I could come and collect it. I am promised a call back in a few hours.
23rd December (PM), I call dealer for update. Person dealing with case not available, will call me back.
23rd December, an hour later, he finally calls and tells me that the clips have not arrived for the sideskirt so it is still undamaged. Further pressing reveals that they have indeed arrived and the car will be fixed in a few hours. I decline to collect the vehicle as it is approaching rush hour. Car is unavailable for collected 24th December. Dealer agrees to call me 29th December, tomorrow with updates.
6th January, A5 Sportback returned for B8 S4 with navigation.
26th January, collect vehicle. It has been fitted with new piston and rings to fix oil consumption issue.
16th March, oil level at low, but no warning on DIS. Oil refilled at Audi and booked in for following week.
23rd March, vehicle left at dealers for further oil checks. Audi A6 Allroad supplied as courtesy vehicle. Audi A5 will require further 600 miles to determine problems.
25th March, service representative calls to inform me that only 500 miles have been completed, further will take place on Monday.
29th March, service representative calls to inform me that oil consumption is well below minimum levels, car is returned after receiving Gold Valet.
1st April (AM), vehicle collected after being filled with fuel. Due to builders dust covering car in carpark, service representative instruct me to take car to my usual detailer, Audi Belfast will cover costs of cleaning. Upon opening boot later in the day I find a census form, buff headscarf and two dog leads. I am unsure if dogs have been in vehicle, but it would appear strange to have dog leads and no dogs. Items returned to Audi Belfast that afternoon.
10th April, vehicle is delivered to Envisage Detailing for 6 week enhancement. I receive a phone call from representative asking me to come and look at the car before he does any work.
Vehicle found to have several deep scratches, badly touched up paint on bonnet and bootlid, strike from buffer through clear coat lacquer, impact marks on rear bumper, vertical scratches on rear bumper, horizontal scratch running length of bootlid. Further inspection reveals alloys have no paint between spokes.
11th April, I contact Audi Belfast to find out details of work undertaken. I am told by representative that he has checked with the valeting manager and the car was not touched up nor was it machine buffed. I inform him that I am having the vehicle independently checked and will report findings tomorrow.
12th April, independent paint testing reveals that the car has been buffed on drivers lower quarter panel. Further inspection reveals that not only has it been buffed but it has also been painted. Difference in paint finish, prep marks in paint and readings from either side of vehicle with paint depth gauge are conclusive to the vehicle having been painted. Coupled with fresh deep scratches on the rear bumper and lacquer burn on the passenger side front wheel arch consistent with machine buffing.
12th April, Audi UK contacted. They advise to contact finance company, which I do. They advise making a complaint of merchandise. Audi UK will speask to Audi Belfast.
13th April, Service Manager calls to express disappointment that I didnt go straight to him instead of Audi UK. Informs me that the damage occured during refitting of new drivers side skirt as the paint had cracked and "as a car person" I should know this. Tells me service representative was referring to no buffing or painting taking place during last visit to dealer.
Fact remains, damage occurred and they didnt tell me, I "should have known".
Assures me nothing underhand was going on. Manager going to speak to sales manager re: returning the vehicle. I tell him what I want, my deposit and my two payments back and I'll draw a line under the whole thing. Will call me tomorrow afternoon. (Despite the whole thing, he seems to be a decent bloke, someone who genuinely gives a wrist exercising).
14th April, Called me on the way home. Sales manager took from internal emails that I wanted to sell the car to them. I told him that I wanted to return it, get my money back and have the finance cleared.
He started on about how I had use of the car and he would have to go and have another conversation about a complete return of my deposit, two missed payments and the settlement figure on the finance.
Service manager calls back, He's just off the phone. He's going to contact Audi today and see what they say about the figure. He said it's highly unlikely that the figure will be the full amount considering I've done ~6500 miles worth of depreciation.
15th April, Audi Belfast refuse buy back. Only choice is to take goodwill gesture of payments and let them investigate paint issues, or take a good deal on a new car, or formally reject the vehicle. Which I will when my solicitor returns to work on Tuesday.
So there you go, from new car to heartbreak in 10 months.
Someone on my local forum made this for me too, would be nice for the UK car community all to have a look at their terrible service and treatment of customers.
Agnews Audi screwed me | Facebook
17th June 2010, vehicle collected with 1800 miles.
~17th July 2010, on board computer requested an oil fill up. I put this down to an oversight in the dealer final checks and duly refilled the oil.
However over the following months, I proceeded to refill the oil five more times. That is 6 litres of oil in under 5000 miles.
A phone call to the dealer later, I was informed that this was completely normal up to 12000-15000 miles.
October 17th 2010, the vehicle received damage to the driver side mudflap and sideskirt, booked into Audi Belfast for repairs. At the same time I asked them to investigate the oil consumption issue.
28th October 2010, vehicle left with dealer. Phone call that day informs me that the sideskirt has arrived in damaged and therefore will not be fitted. Also inform me that the oil issue is a concern and they will be keeping the vehicle overnight for tests.
29th October 2010, dealer informs me that they are concerned with oil consumption issue but deem best way to investigate this is for me to put 600 miles on the car and return. I agree to inform them at 500 miles to have the car booked in.
15th November 2010, I inform the dealer that 500 miles has been completed and will be leaving the car in on 18th November and enquire about courtesy vehicle. Dealer will "look into this".
17th November 2010, I again phone dealer to enquire about courtesy car. Unavailable so due to work commitments, I reschedule the car for the 25th November.
25th November 2010, vehicle left at dealer. Audi driver brings me to work with dealer promising to have courtesy car arranged by end of the day. At 3pm, no contact so I once again call dealer and am told that a vehicle is available and they will send a car to collect me and my fiancee at 5pm. 520pm, no car so I call dealer. Person dealing with my case is unavailable and will return call. 535pm, I call again, still no car to collect us and person dealing with my case is still unavailable. I get speaking to service manager who goes to "hunt him down". 540pm, person returns call. 545pm, taxi arrives to collect us.
Arrive at dealership to collect a lower spec A4 Avant. Glad to have a courtesy car but was promised a car of equal spec which this is not. No navigation being the main problem. Courtesy car comes with parking ticket and crisps in the centre console and chewed gum in the ashtray, which I clean.
Further call throughout that week reveal that the tests have not been completed and the car was going to be drive by Audi Mastertech who will monitor oil usage on a daily basis.
2nd December, A4 Avant is returned and A5 Sportback is provided. Again, very appreciated, but still no nav. Dealer informs me that due to the conditions around the areas where the mastertechs live, they have decided not to give the car to them to put mileage on the clock and will instead be completed by Audi driver in and around Belfast.
21st December, call from dealer to tell me due to wintry conditions in Belfast, no miles have been put on the car. Fair enough, I would prefer the car not crashed.
23rd December (AM), call from dealer informing me that they have been unable to complete any tests but if I wanted the car over the Christmas period I could come and collect it. I am promised a call back in a few hours.
23rd December (PM), I call dealer for update. Person dealing with case not available, will call me back.
23rd December, an hour later, he finally calls and tells me that the clips have not arrived for the sideskirt so it is still undamaged. Further pressing reveals that they have indeed arrived and the car will be fixed in a few hours. I decline to collect the vehicle as it is approaching rush hour. Car is unavailable for collected 24th December. Dealer agrees to call me 29th December, tomorrow with updates.
6th January, A5 Sportback returned for B8 S4 with navigation.
26th January, collect vehicle. It has been fitted with new piston and rings to fix oil consumption issue.
16th March, oil level at low, but no warning on DIS. Oil refilled at Audi and booked in for following week.
23rd March, vehicle left at dealers for further oil checks. Audi A6 Allroad supplied as courtesy vehicle. Audi A5 will require further 600 miles to determine problems.
25th March, service representative calls to inform me that only 500 miles have been completed, further will take place on Monday.
29th March, service representative calls to inform me that oil consumption is well below minimum levels, car is returned after receiving Gold Valet.
1st April (AM), vehicle collected after being filled with fuel. Due to builders dust covering car in carpark, service representative instruct me to take car to my usual detailer, Audi Belfast will cover costs of cleaning. Upon opening boot later in the day I find a census form, buff headscarf and two dog leads. I am unsure if dogs have been in vehicle, but it would appear strange to have dog leads and no dogs. Items returned to Audi Belfast that afternoon.
10th April, vehicle is delivered to Envisage Detailing for 6 week enhancement. I receive a phone call from representative asking me to come and look at the car before he does any work.
Vehicle found to have several deep scratches, badly touched up paint on bonnet and bootlid, strike from buffer through clear coat lacquer, impact marks on rear bumper, vertical scratches on rear bumper, horizontal scratch running length of bootlid. Further inspection reveals alloys have no paint between spokes.
11th April, I contact Audi Belfast to find out details of work undertaken. I am told by representative that he has checked with the valeting manager and the car was not touched up nor was it machine buffed. I inform him that I am having the vehicle independently checked and will report findings tomorrow.
12th April, independent paint testing reveals that the car has been buffed on drivers lower quarter panel. Further inspection reveals that not only has it been buffed but it has also been painted. Difference in paint finish, prep marks in paint and readings from either side of vehicle with paint depth gauge are conclusive to the vehicle having been painted. Coupled with fresh deep scratches on the rear bumper and lacquer burn on the passenger side front wheel arch consistent with machine buffing.
12th April, Audi UK contacted. They advise to contact finance company, which I do. They advise making a complaint of merchandise. Audi UK will speask to Audi Belfast.
13th April, Service Manager calls to express disappointment that I didnt go straight to him instead of Audi UK. Informs me that the damage occured during refitting of new drivers side skirt as the paint had cracked and "as a car person" I should know this. Tells me service representative was referring to no buffing or painting taking place during last visit to dealer.
Fact remains, damage occurred and they didnt tell me, I "should have known".
Assures me nothing underhand was going on. Manager going to speak to sales manager re: returning the vehicle. I tell him what I want, my deposit and my two payments back and I'll draw a line under the whole thing. Will call me tomorrow afternoon. (Despite the whole thing, he seems to be a decent bloke, someone who genuinely gives a wrist exercising).
14th April, Called me on the way home. Sales manager took from internal emails that I wanted to sell the car to them. I told him that I wanted to return it, get my money back and have the finance cleared.
He started on about how I had use of the car and he would have to go and have another conversation about a complete return of my deposit, two missed payments and the settlement figure on the finance.
Service manager calls back, He's just off the phone. He's going to contact Audi today and see what they say about the figure. He said it's highly unlikely that the figure will be the full amount considering I've done ~6500 miles worth of depreciation.
15th April, Audi Belfast refuse buy back. Only choice is to take goodwill gesture of payments and let them investigate paint issues, or take a good deal on a new car, or formally reject the vehicle. Which I will when my solicitor returns to work on Tuesday.
So there you go, from new car to heartbreak in 10 months.
Someone on my local forum made this for me too, would be nice for the UK car community all to have a look at their terrible service and treatment of customers.
Agnews Audi screwed me | Facebook
