For what should be a good experience from Audi and their customer service, I have never been left so angry and disappointed with them!
After taking my car In staying to them that the MMI (centre console) was not powering up, they returned my vehicle after having it for 7 hours telling me exactly what I had told them when I dropped it off and wanting to charge me for the pleasure.
On drop off of the car I was asked if I wanted the engine oil and windscreen washer topped up for £15, I explained that I had a brand new bottle of windscreen fluid in the boot so not to do that but if then engine oil needs topping up then they could do so to which the service advisor replied ‘to be honest we normally just use water anyway’ I questioned him on A) just using water and charging £15 and B) only using water and no anti-freeze in the current climate on below freezing temperatures- to this he just shrugged it off!
Having booked my car in at 08:30am for a diagnostic, I hadn’t heard anything at 12:30pm so I phoned Audi and was told that it had just gone in to be looked at and I would receive a call in around half an hour......3 hours passed with no phone call so I tried again. My advisor was busy so I awaited a call back, a further half an hour passed and I finally heard from him telling me that he MMI is indeed broken and that it could prove tially be the wiring, there was no technician available today to look at the wiring and rather then offer me another day to have that checked out told me that although the technician running the diagnostic had spent around 2 hours on the vehicle they would ONLY charge me £60. I then spent the next 20 minutes on the phone to this advisor asking what exactly they had done to warrant the £60 charge as he was practically repeating the exact information I had told him that very morning. The advisors conduct was rude and unsympathetic.
I appreciate I’m no mechanic but joe bloggs could of told them the same as I had. To lead further to my frustration, he then went on to tell me that it will probably cost me about £2500 to replace the entire MMI system so ‘when do you want to book this in?’ I am a full time working mum, forgive me for not having £2500 just laying around. I explained to this advisor I would need to speak with my partner first before making any decisions and he seemed less impressed at this. My complaints apprehend to be falling on deaf ears and I was just ‘another unsatisfied customer’ which Audi were going to charge me happily £60 for.
On arrival to collect my car, I saw said sale advisor scurry out of the building and a new advisor called me over. She asked me if I had had a nice day and when I explained my disgust at the service Audi had (or had not) provided she appologised, after some more voicing my dismay at the ripping customers off for a ‘diagnosic’ When I still am none the wiser as to the fault, she agreed to waver the £60 fee.
This may seem like a petty review but I was left in total shock and anger as to how any business thinks it’s acceptable to treat there customers in this way and not provide a service they should of been able to, on top of that, they should have offered to have the car back in, included in the £60 original diagnosic to check the wiring.
Well done to the service advisor that agreed to waver the charge, in my opinion this was the correct thing to do on behalf of Audi.
A very unhappy customer