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(Poor) Audi Customer Service

RGBARGEE Mar 5, 2020

  1. RGBARGEE

    RGBARGEE Registered User

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    Anyone had a bad experience recently. I have.. and the Audi CRM 'Emily' who behaves as if she owns the company cannot care less. Named and shamed.
     
    GTDezza likes this.
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  3. GTDezza

    GTDezza Registered User

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    Last edited: Mar 5, 2020
  4. RGBARGEE

    RGBARGEE Registered User

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    BRISTOL AUDI ARE SUPERB...
    My concerns are around the additional finance support available from 21 Feb to 31 March. We bought a new Q3 on 1 March. Paid on 28 February and Audi UK are refusing to cough up as the deal was done beforehand. The order was placed beforehand with let out clause and I believe Audi UK should pass on £750to Bristol Audi to in turn pass on to me. It's a standard model which I could have bought from 3 other dealers getting an additional £750 discount. Emily in the Audi UK CRM Team needs some re training! Not a happy customer. Watch this space.
     
  5. RGBARGEE

    RGBARGEE Registered User

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    Oh dear... My local BMW dealer are like that.. unless you are dressed smartly or in lycra they couldn't be bothered. Fortunately Bristol Audi are great, unlike Audi CRM Emily.
     
  6. GTDezza

    GTDezza Registered User

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    Right I'm off to try that strategy out. [​IMG]

    Sent from my SM-N9600 using Tapatalk
     
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  7. Adam14

    Adam14 Registered User

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    I've only dealt with Audi UK customer service once and had the complete opposite experience. I emailed the "executive" customer support team and my issues/complaints were rectified by my local Audi within 24 hours.
    Emailed Andrew Doyle first and then the complaint was picked up by this executive team and sorted.

    Sent from my HD1913 using Tapatalk
     
    Pinky1959 and SaraS3 like this.
  8. RGBARGEE

    RGBARGEE Registered User

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    I’ve had good experiences in the past but ‘Emily’ was frankly way out of order. I have spent over £110k on Audi’s in last 6 months and her attitude about my feeling cheated out of Audi uk offer of £750 was terrible.
     
    Adam14 likes this.
  9. SaraS3

    SaraS3 Registered User

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    Same here Adam. When I rejected my first S3 from Lookers and the sales manager said I couldn't, I emailed Mr Doyle and he passed it to a lady named Rosetta and she was fantastic. She gave me the confidence to buy another S3, although I swapped it quite quickly to go back to merc.
    Credit where credits due, they were excellent for me.
    You could always escalate it to Mr Doyle.
     
    Adam14 likes this.
  10. RGBARGEE

    RGBARGEE Registered User

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    I did escalate 2 days ago and heard nothing...apparently Emily in Customer care has the final say according to her and Mr Doyle will not over ride her. Nor her team leader Dan. Basically I found her ***** and arrogant and not a good advocate for Audi UK.
     
  11. Dubjam

    Dubjam Moderator Staff Member Moderator VCDS Map User

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    I received shocking service after emailing Andrew Doyles team when I had an issue that needed escalation. Trustpilot reviews have similar opinions.

    The woman who 'dealt' with my case, Rosetta, merely provided a computerised response not taking in to account any of the actualities of the issue. Almost like playing lip service to the idea of Customer Relations. If I ever meet Andrew Doyle I'll scratch his car up with the word 'c**t'.
     
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  13. Pinky1959

    Pinky1959 Registered User

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    RGBARGEE
    I would contact Mr Doyle direct even if you have escalated it already and see if you get a response ,It is not good enough .
     
  14. RGBARGEE

    RGBARGEE Registered User

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    I have sent another email to Andrew requesting a personal review and response. Nothing so far but I am determined to get a response before making a bigger fuss publicly.
     
  15. Dubjam

    Dubjam Moderator Staff Member Moderator VCDS Map User

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    Interestingly, this is what the 'first tier' customer service said as well.

    'Yes I can escalate it for you but they will not override the decision I have already made'.

    Its BS. My issue would have actually cost Audi nothing as well. Between that and the general horror stories of dealer work and servicing, its a shame such a global brand that makes awesome cars leaves the customer out in the rain.
     
  16. Evil Derboy

    Evil Derboy Registered User

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    Response from the owner a year ago
    Hi Dezza, we are sorry to see you are unhappy and would like to look into this further. Could you please get in touch with us at management@glasgowaudi.com so that we can investigate?

    Love the way your review is under your real name but the response is "Dezza" makes them look even worse! :)
     
  17. Evil Derboy

    Evil Derboy Registered User

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    I've had two very different experiences from Audi recently. Had enquired and arranged to test drive the new RS6 at Glasgow and found the sales person so bad (Morven Young) that it put me off the idea entirely. Too eager to talk and not keen on listening. During my first call with her I mentioned I had seen some prices online and she took it that I was dealing with a broker. Jumped right down my throat and started on about how they shoud provide test drives etc. I had three calls with her and she jumped to conclusions every time. Really poor attitude and flat out dismissing any concerns or considerations I had instead of adopting a consultative approach.

    Then a couple of weeks ago I took my car into Hamilton Audi for a service and it was night and day compared to the last time I was in. Emma (who was previously having a bad day I think) was like a different person. Attentive, considerate and thoughtful and they've finally sorted out the situation with reception catching new arrivals and directing them instead of leaving them to wander where to go.
     
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  18. GTDezza

    GTDezza Registered User

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    Hamilton Audi are great. Different culture in there. Nearly bought an S8 off them
     
  19. Evil Derboy

    Evil Derboy Registered User

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    I’m not sure I’d go that far! (yet) Parks aren’t exactly amazing either. I’m still waiting on someone to come back to me arrange an M5 year drive from over a month ago.
     
  20. GTDezza

    GTDezza Registered User

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    Oh good luck with that.

    Sent from my Moto G (4) using Tapatalk
     
  21. Evil Derboy

    Evil Derboy Registered User

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    Ive gone off the idea now but there's a good chance that if they'd have kept the momentum going and got me in for a test I may well have bought one. No chance of that now.

    Have to say Glasgow Audi have always been really bad. Ive had the same scenario as you with people just ignoring me. Having said all that we can't complain about "pushy salespeople" one minute and then moan that they don't pounce on us the next.
     
  22. Pinky1959

    Pinky1959 Registered User

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    Evil Derboy
    I am curious did you contact the management at Glasgow Audi to see what they found out ?
     
  23. GTDezza

    GTDezza Registered User

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    No. They have screwed up every interaction possible I think they are beyond redemption. My old neighbour (now passed) bought in a year for the family a Q7, S5, S1 and A8. And even he sadi they were awful to deal with.

    My accountant had an A6 years ago and drove from the East end of Glasgow to Ayr to get his car serviced. Almost driving past Glasgow Audi. I'm staggered they do so well. Then again Arnold Clark done well and few have a good work to say about him.
     
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  24. RGBARGEE

    RGBARGEE Registered User

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    Well after a bit of nudging I have had a reply from
    Daniel Phillipson
    Audi Customer Service Executive Team Manager
    Audi Customer Services

    he is the line manager of Emily, Jess and Rosetta and we discussed my complaint yesterday in a civil way. I think he understood my point and promised he would get back to me so fingers crossed. seems ridiculous that a loyal customer can ditch an order at their preferred dealer and get £750 more travelling a few miles. Watch this space.
     
  25. Evil Derboy

    Evil Derboy Registered User

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    What is it that you’re actually complaining about??
     
  26. RGBARGEE

    RGBARGEE Registered User

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    See above..I received an email offering an additional £750 from Audi on top of any other offers between 21 Feb -31 Mar. 3 identical cars available in U.K. Told that Bristol had tagged vehicle to me and I could not have offer but could cancel as no signed order or money changed hands , and take up offer elsewhere. Bonkers..but all now sorted thanks to Dan at Audi. No cash yet!
     
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