Stealers, Destroyers of dreams, incompetent and very disappointing…..
Those are the first things that come to mind when I sit and write this, the small and rather boring but a very frustrating tale of my typical Bristol Audi ‘customer service’
Before I go into detail, I think the perceived service we all expect as loyal Audi customers is a given, isn’t it?
It’s what I want and should expect for paying as much as I have for such a car.
We are an extreme case in point, where after much thought, deliberation, comparisons, compromise and justification to yourself and maybe your Mrs hehehe...we have all come to the conclusion that the Audi RS models and the 3 in our case in particular as we are of course proud owners, is exactly what we want and have.
No salesman is ever going to talk anyone of us out of buying one, these type of cars more or less sale themselves, the sale is done way before any stupid dealer gets their hands on them, I was sold when I saw the first TV advert and once I had heard it….. that was me anyway. Am sure all of us have their own personal and individual loves and wants in a car and that’s all good, as we are all like minded in that regard.
This fact turns the sales staff into mere financial negotiators, where we try and get the best deal we think we can, and they do a good job in making us think we have when really it’s another box shifted albeit with slightly more profit (or is it? Does anyone know what kind of % a typical sales bloke gets on a new car deal, do they make just as much selling a bog standard A3, never had a job in that industry so I don’t know) so they really are not bothered.
They will massage your ego, make you feel like you are the only one buying an RS3 then try and rip you off with stupid products like lifeshine, alloy wheel protection, all expensive to us and great bonus payments to them, I’m sure I am not alone in not liking having the pi55 taken out of ones self.
Then the magic moment…..after you sign, you pay, you wait…..and wait……and wait, it’s here! …go to collect, they smile at you, show you to your car in the delivery room, hand over and off you go to live your dream……. It’s great isn’t it.
I love my RS3 and I am not ashamed to admit it…….
And I as I have a pet hate for Audi Bristol and they didn’t have anything in stock when I came to buy mine, I went to Bridgend Audi, who had previously invited me on a test day at some plush hotel in Wale, was a great few hours, and once I drove one it was a done deal before I had pulled away ……
Bridgend Audi (Andrew is particular) were brilliant, and gave me a good deal, as far as I was concerned….. great service, great sucking up and felt like a valued customer.
Handover and collection all went to plan was a very happy bunny…..
Then it all turns to sh1t….. as you realise that the Audi dealer servicing is probably the biggest thing we all have something to moan about, be it the cost, the wait, the quality of work, unnecessary launching while on a test, dinging it in the car park….. the list is endless
AND I have not mentioned the old chestnut…..squeaky brakes !! Why haven’t Audi sorted this out with an easy recall and upgraded pads…. We would be so happy and only have to moan about something less performance related, like not having an oil temp gauge!
So, with the above in mind, and also for your info when I bought my car I went for the service plan.
I knew they would need more attention and cost and as I love my car and treat it very well was a good way to ensure I have budgeted and be sure it will get the required attention.
I went for the basic service plan, not maintenance and service, costs me about £35 a month, so covers all the oil changes and service items on a 20k 3 Year term (you can do the Maths)
At about 5 months from new….car told me I needed oil service at 8000 on the MMI
was expecting that as I KNOW from here and Audi service department that an RS3 of my model year needs an oil service at 9000…..
Called Bristol Audi
I live in Bristol so obviously for convenience thought I would give Bristol Audi a go, much to my reluctance, but are very local.
Yes sir no problem sir can’t give you a loan car for 2 weeks, but can do a while you wait, next Friday…ok so went and sat in the stainless and tiled emporium of Quattro dreams , looking through the large view window into the workshop.
Looked very busy (maybe too busy!) and long story short.
I specifically requested to not wash it….as they can not wash cars properly
I had to pay nothing, was expecting to cough up for the oil….but no, all covered on the plan
Brill all good, off I went.
Then at about 17k and 6months later, had the MMI tell me inspection service due at 18000.
Called Bristol Audi told me the car needed an oil service as well as it’s due every 9000.
Booked in, again no loaners for 2 weeks! Wtf is that about….. seems like they are overbooked all the time trying to cram in as many money making opportunities to fleece us of our hard earned cash, or the leasing companies who must be the main cash cow for dealerships……..rushing and quotas come to mind….. not good on my performance car thank you!
Anyway left it with them for half a day.
All done when I got back, was 9 miles on the odometer, sneaky gits, I bet it did the mac Donald’s run.
It must be a huge temptation for any mechanic, delivery driver, car washer to cane the nuts off an RS3 cos they would all love one if they could….
Inspection was done with a video report, that showed nothing needed to be maintained so no additional costs….. cool
This is going well I thought…..
Then end of December……
My car is at 26000 miles ish…… hmmm I wonder why am I not being told it needs an oil service as it’s almost 27k and 9k since the last one.
Check the MMI….
Tells me much to my consternation……
Next oil change: 7300mls / 432 days
Next inspection: 9400mls / 500 days
Odd I thought…… my car needs an oil change every 9k not 16300 miles….
So called Bristol Audi.
Hello I would like to book an oil service please, as I believe my car needs one.
Yes sir what’s your registration…… thank you, yes an RS3
No problem sir when would you like to book it?
Soon as possible please as I will have done another 1000 miles in the next two weeks.
Friday while you wait sir?
That suits me, I will be traveling up north Friday so can pop in on my way, but have a few questions….
How long will it take and, my car is not telling me that I need an oil change for another 7000 miles, this cannot be correct, can you ask the service department to reset this as it seems to be wrong.
‘That does seem wrong, I will check with the manager here, bear with me’
Hang on for a few minutes….
‘Yes sir I have spoken to our service manager, it is every 9000 miles, so it will need doing’
Thank you I say, and also confirm that my car has the service plan and I would not be liable to pay anything.
‘no sir the plan will cover all service costs and will take about an hour’
Booked in for 1:30pm
I get to Audi Bristol at 1pm, am always prompt, hate lateness…..
Go to the desk….usual faff….yes sir, yes sir. Someone will come and see you shortly, would you like a coffee…….
Off I go have wonder, some nice cars in the emporium today, this will generate a few sales I am sure……. 5 mins, a young lady comes and gets me, go sit down
‘We have you booked in for a service’
Yep as I discussed on the phone…..
For an 9000 mile oil service, yes I confirm
And can you tell me why the MMI is telling me that it is not due for another 7000 miles?
‘MMI ? ‘ she says
Yes the car, the information system in the car….. is telling me the wrong information.
As I have been told the car needs an oil change every 9000 miles, so can you check please….
Off she trots, chating to some bloke in the office, they google something and ponder over a screen then she comes back,
‘Yes Sir, no problem’ what time will you be back? ‘
I’m not going anywhere I booked this as a while you wait service……..
‘Oh…. While you wait’
Yes, I am not going anywhere and will be waiting so hope it won’t be more that the hour you told me on the phone when I booked it.
‘Ah that’s the booking department, they are a different department ‘
Ok…… I was now a bit lost for words, but anyway I said ‘so it will be done in an hour, you have no cars on the ramps, seems very quiet today, being the Friday before New Year weekend…’
We hope so she said,
Had enough by then, re-affirmed that to NOT wash the car, and call me when it’s ready as I will be here somewhere.
Off I went, took some pics of the stock RS3’s and TTRS was nice,, have a good look and sit in, even sat in the new A8 ….. you thought Roy had a barge? Geeeezusss, it’s big, but very very nice and high tech.
Got bored after 40 mins, ending up hassled by a salesman who told me that RS3 will be available from now until ever…. Odd I thought, that is not normally the case.
Got the impression he knew very little and had no idea that some of us actually know more and love driving and owning such a fine machine (again the Audi marketing and product marketing has worked!)
I did see my car driven into the garage at about 2:10pm. Sat in the middle of the workshop with a few other cars, about 5 18 year olds swarmed all over it , lift the bonnet opened ever door…..
I bet they were arguing over who would be doing the ‘road test’ aka launch at every opportunity when cold………
It then went up on the ramp yay!
Won’t be long now…..
I wonder off, had had enough of the sterile bleakness of that vast cold show room……
So went over the road to get a coffee at McDonald’s……
While I was having a *** outside coffee warming my hands, I saw at least 4 Audi mechanics go in and out stocking up on carbs and wholesome food……. All had huge bags and trays of drinks going back to feed the habitants of the emporium………
Was now almost 2 hours, was getting a little flustered and as my bad back has turned me into a grumpy humbug barsteward…..was not in a good mood having had to wait and stand up for so long…..
Hello sir Bristol Audi, your car is ready
Brilliant, thank you will be there in 5 mins…..
Get back there, told to wait…would I like a coffee?
No thank you, I would like to go please…..
Waited another 10 minutes, finally the same young lady finds me sitting in the reception, she looks a bit sheepish…….
Follow her to her desk, she starts to go through lots of paperwork shuffling in front of her, and then tells me that…..
‘You car is on a service plan and is now on the Long life service intervals’
Yes it is on the plan duh! And what are you saying???
‘We were not allowed to do the oil service’
‘We were not allowed to do the oil service’
Sorry am I in some kind of dream…… I have been waiting for over 2 hours, only to be told that you have not carried out the oil service because I am on a service plan! When did you find that out?
‘We were not allowed to do the oil service because you are on the service plan’
I couldn’t believe she said it again…..
I am by now not happy and wanting a fight…… and I don’t care who it’s with
‘So let me get this correct, I called to book in my car and confirmed with them it needs one at every 9000 as it is an RS3, they knew I was on the plan, they even double checked as I had a question on the MMI issue that states it is not due’
That’s a different department she says
‘ I really don’t care whose department is what, I called Bristol Audi and booked a service, questioned the mileage and service intervals for oil, they knew what car I had from the registration and that I had a service plan, I was told it needed to be changed otherwise why would I book it in ?’
But you have the service plan and we could not get authorisation……
‘ what a lot of bollocks’ I said…. Quite unlike me tbh, am a nice chap, but was pushed to my limits.
Would you mind keep your voice down sir.
You need to get your manager, now.
I think I scared her as by now was raging…..
The service manager comes over….. the same bloke I saw coming out of McDonald’s btw…..
Trying to calm me down….. you have the service plan sir and we cannot get authorisation…..
Ok simple question…. And one that has already been answered when calling Bristol Audi to book this…. ‘what is the oil change intervals on a 16MY RS3 ? ‘
9000 miles sir, but you have the service plan……
Am wanting to tell this tw4t to shut the F up……
So just because I have the service plan, you won’t get the oil changed, only because I have the service plan?
‘Unbelievable’ I utter…..
And ask him….’ So as a service manager you must have some sort of mechanical or service background, and of course knowledge, so you are telling me that just because I have a service plan, the oil suddenly gets a 7300 mile extra life……the oil is no different so are you being serious? ‘
‘Well the oil will last that long’ he says trying to fudge his way out of it….
Of course it will last….. you could leave it in there and never change it but would go bang well inside its design life……. Idiot
So to sum up, they kept me waiting for over two hours, went through the whole process of booking it in, driving it into the workshop, lifting onto ramps, waiting another hour and a half, to tell me you can’t change the oil at the recommended interval because I have the Audi service plan.
But we can change the oil at your own expense sir, but we would have to rebook it in…..
What a joke!
They can go fek there selves…. What sort off system is so flawed and pointless and very much made a valued customer extremely pi55ed off.
As you may have guessed, my exit was not pleasant and I bet they were relived I had gone, was a right stroppy grump…..
I am now going to have an argument with Audi UK, not letting this go and going to blow up a storm because I can and feel like I have been treated very poorly and really been let down by the whole after sales experience and sham of the Audi franchised network.
My bubble has been burst and really should’ve expected it judging my all the other comments and fun times had at dealers all over the UK.
Let’s see what happens
And…as a foot note, getting the oil changed myself if they don’t play ball, I hate not doing the right thing when it comes to keeping my car in good health……
And looking for any good Audi service places in and around Bristol….
Any recommendations would be welcome, I think I am going the specialist route from now on if it is not going to get done under my service plan.
Edited by Oldmanracing, 11 January 2018 - 04:20 PM.