Audi UK and Lambda Sensor

[zaka7]

After a bit of advice please guys, I am absolutely fuming with the poor service from Audi UK on this one, It's not big beer money wise, but it's the principal!

So today I took my car to my independent garage for it's oil service. On the way there I noticed the car jolting under acceleration, pretty violently at times. It had never done this before, So upon dropping her off at the garage I mentioned this to the master tech who said he would look.

They came back and told me it was a faulty lambda sensor which would be £248. However as my car was under warranty they said get Audi to pick it up (as they do not recommend driving it) and get it done with them.

I called my local Audi centre who agreed to get it sorted and looked at if authorised, but that they'd need to diagnose themselves (despite using the exact same system that my Indy garage uses!) But fair enough, They said that they couldn't however recover the car to them but I could use the roadside assist cover.

Onto yet another call, I phone Audi Roadside who ultimately said they could not recover the car as it was at a garage! I find this shocking, they cannot deem a garage not good enough for warranty work, but deem it a legitimate reason to not collect the car. But they also said that Audi UK could authorise a recovery if I contacted them.

Needless to say I contacted Audi UK who said the same as Audi Roadside but ironically said Audi Roadside have the power to authorise recovery.

I'm at my whits end with this one and have asked my independent to provide evidence of the fault,video it happening, then provide evidence of it all being cleared once repaired. I am then going to try my luck with getting reimbursed.

I know Audi can be prickly with warranty but I feel this is just an absolute joke with how they have handled this one, absolutely pathetic. Does anyone have any key contacts at Audi or advice on how I might be able to get something back? or does anyone think I am being unfair and I am in the wrong? (Albeit the taking it to an independent over Audi argument not being one as we all know that does NOT affect the warranty).

Thanks in advance.

 

[Jsimba]

Sounds familiar. I've not had it this bad but recently neexed some investigative work doing on a loud clicking when turning. Audi had initially refused to diagnose it, saying they couldn't do so under lockdown restrictions.

Took it to an Audi Sport specialist, who diagnosed it in 30 secs and told me to go back to Audi with his assessment as I shouldn't have to pay for that sort of repair whilst under warranty. When I presented the assessment to Audi, they refused to accept it and said they'd have to undertake their own diagnostics to get to the bottom of it.

Six weeks later, via conversatiins with Audi UK's complaints team and they've fixed it (and it was indeed exactly the fault and remedy highlighted by the indie)...

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[Jsimba]

I went via customer.services@audi.co.uk, if it's any help

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[zaka7]

Thanks mate, i'm in the predicament where I cannot drive the car so I'm having to get it fixed and then recoup. I am thinking of going to the Motor Ombudsmen as well if Audi as I predict repeat their stance. They seem to want their cake and eat it and I find it disgusting.

 

[Jsimba]

You might be able to pay via the indie and recoup the cost from Audi, which I was told is possible and was considering if Audi didn't pull their finger out. Worth asking Audi if they'd be open to that if all documentation is shared with them

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[SJGS3]

Rather than them recovering my vehicle to diagnose, they sent out what i believe they called an Audi silver tech. Initially the AA were sent, but when the fault code reappeared they dispatched their own technician, who after disgnosing returned the following day to change the faulty part. All done at my workplace car park.

 

[JWAM]

I'd be fuming. As ridiculous as it sounds, can't you push it down the road then call audi assist (not that you should have to, I agree audi need to be better!).

 

[rcnacura]

This is exactly why I will never buy an Audi/VW ever again. I've gotten the run around 4 times trying to get warranty work done a s 2 of the issues being their fault.

Just maddening they treat customers like this.

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[RS03???]

I've seen some 'public' posts on facebook/Twitter of complaints about the Service Dept.

 

[8YARWY]

I’d never let Audi near my car, had a cam solenoid fail a while back, changed it myself even though car is under warranty.
Going to an Audi main dealer is like some torturous trip to the dentist, you sit in that waiting room for an age, then you endure pain having the work done, followed by more pain after the event.


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[zaka7]

I'd be fuming. As ridiculous as it sounds, can't you push it down the road then call audi assist (not that you should have to, I agree audi need to be better!).

I thought of that, but having spoken to so many people around Audi already I didn't want yet more issues. I have complained to the dealer I bought from copying in head of aftersales, the group owner, and head of business. Currently in a back and forth with them. I will be taking it to the Motor Ombudsmen if not resolved as this is just a joke. It's not even the money as I've mentioned it's the principal.

The garage is either satisfactory to leave the car at and carry out work, or it isn't and Audi recover it, they cannot have both. I have basically been punished for my honesty, if I had said from the off it was just in an industrial estate, then the car would likely have just been picked up!

Very very poor from Audi this, and another example of them not giving a toss once the car has been sold. This has definitely pushed me towards other brands for my next car, and if I have to fight much harder for what I believe I am entitled too it will be the last Audi I buy for sure!

 

[zaka7]

Update for anyone interested, after weeks of back and forth with nothing happening with CS, I found a prominent Audi UK figure online and contacted them, within 48 hours I have been refunded the money and changes in the Audi Assist process are being made!

Very frustrated the general CS teams couldn't resolve this, especially as my dealer was on my side the whole way through! but finally got there and feel Audi have done the right thing.