Audi makes it right...and I get a free temporary S4

**DATZ** · 04-04-2011 08:23 PM

So as anyone who has read my signature knows, I have been waiting for my S4 order to arrive for quite a while now. I ordered on December 9, 2010 and was told 75 to 90 days, even though I ordered Daytona Gray, a custom color. My build date kept getting pushed back, from January to February, to March and finally to May, putting my delivery date at sometime in mid to late July. When I got the news of the May build date/July delivery from my SA, I was not pleased to say the least. Feeling rather resigned to an interminable wait, I decided to vent by writing a letter to various VAG and Audi executives, including the CEO/Chairman of VW, Audi's President of Production, and the President of Audi USA (not quite as therapeutic as firebombing the dealership, but letter writing involves considerably less jail time). I wasn't bitchy or whiny, or even complain in the letter, I just expressed my disappointment that after paying $2,500 for an "exclusive" color, I would have to wait an additional 5 months above and beyond the usual 3 month wait time for an off-the-shelf color. If Audi is planning on overtaking BMW as the #1 luxury manufacturer in the world, it is going to be a difficult journey if they are being tripped up by things as simple as paint, was essentially what I wrote. Thinking I may get a form letter in return but really expecting no reply, I sent off the letters.

Fast forward two weeks. Sitting at work one day, my cell phone rings, number I don't recognize. Don't answer because I'm talking to my boss. Check my voicemail - "Hello Mr. DATZ, this is Johan de Nyschen, President of Audi USA, calling in response to your letter regarding your S4 order. Please give me a call back, my direct office line is XXX-XXX-XXXX." Um, ok.

So I call him back thinking it's some sort of joke. He answers and immediately starts apologizing for the delays, saying there are trunk component shortages, the car is in high demand, and the situation is compounded by me ordering an Exclusive color which requires switching over the factory line blah blah blah. But, he says, these are internal Audi issues and should not cause me extensive delays; the order should have been flagged as stale much sooner and an 8 month delay is absolutely unacceptable, says he. And then he says, "I've personally spoken with the factory manager in Germany and had your built date moved up to April, so you should have your car by mid June. And, if it's acceptable to you, I'd like to locate you an S4 from our fleet which will be yours to use for free until your ordered car arrives." Yup, that'll work for me!!

He also must have called my dealership and reamed them out for not being honest with me in the first place (it turns out the build date was May all along and the Jan/Feb/March/April build dates were total BS from my SA to string me along), because the dealership manager and GM both called me and practically begged me to keep my order and that they'd throw in Audi Care for free. Quite and overnight attitude change from not caring at all if I canceled the day before when I spoke with them.

A week later (today) I get a call from Audi's head of the Northeast region saying they've located an S4 for me to use, it's being prepped and detailed and will be delivered to me at work at 5pm today. Nice way to start the week off! So I come downstairs from the office at 5 o'clock to see this waiting for me -

2011 Phantom/Brilliant black (dunno which), Prem+, DSG, Sports Diff, Alcantara panda interior, Titanium package. It looks really murdered out, with the black paint/grill/trim, which really isn't me (unlike the guy parked next to me apparently), but it'll be fun to roll in for (for free!) for a few months. It's an f'ing blast to drive. It has about 5k miles, and was apparently a press/PR car for Audi.

So bottom line - Audi does listen to our concerns, and if you take the right tact with the right people, they may respond 1,000 times beyond expectations. Not a bad move on their part to build some customer loyalty! The wait for my Daytona S4 has just gotten much more tolerable.

**Coderedpl** · 04-04-2011 08:28 PM

Damn, that is above and beyond.

I wonder how they would respond to my letter about two dealerships failing to repair a part on more than one occasion blaming other components and then trying to pull money out of me after factory warranty expired.

**Vogz** · 04-04-2011 08:36 PM

Sounds good. I ordered mine late December with zero special order items, was told it would be here by the beginning of April. As far as I know my car isn't even built yet. I might be writing letters soon too. That's a hot "loaner".

**formula1guy** · 04-04-2011 08:39 PM

Wow, glad to hear that Audi senior management responded with some action. It's too bad it took this much time and effort but its good to hear that this guy reached out with a little humility and was willing to do what was necessary to make a customer happy. Awesome that he chewed out your dealer:)

**Mr. Corey** · 04-04-2011 08:40 PM

That's amazing customer service. I'm impressed!!!!!!!

**tofuking** · 04-04-2011 08:54 PM

WOW! That is awesome!

**vovinamer** · 04-04-2011 08:55 PM

True!! Yea I've only had good experiences with my s4. So far whenever something unexpected happens the dealership has always Gina above and beyond to make things right.

**jlarke** · 04-04-2011 09:03 PM

It's sad that so many of these stories seem to involve dealers screwing around and Audi USA stepping in to correct the problem. Audi would be better off all around whipping their dealers into shape.

**DLAB** · 04-04-2011 09:15 PM

the dealership manager and GM both called me and practically begged me to keep my order and that they'd throw in Audi Care for free

That's because Mr. de Nyschen told your dealership to sell this car or someone's head is gonna roll.

**walky_talky20** · 04-04-2011 09:24 PM

Trunk components, eh?

DATZ: I think the length of your letter (as well as the tone and other factors) probably had a great deal to do with it actually getting read. Are you willing to share the approximate length of your letter? Any other details are certainly welcome as well (rough outline, printed or handwritten, etc)? Seems like you did something right.

**seanj130** · 04-04-2011 09:46 PM

Originally Posted by walky_talky20

Trunk components, eh?

DATZ: I think the length of your letter (as well as the tone and other factors) probably had a great deal to do with it actually getting read. Are you willing to share the approximate length of your letter? Any other details are certainly welcome as well (rough outline, printed or handwritten, etc)? Seems like you did something right.

X2, It seems like you went about something the right way. Proper punctuation and grammar go along way.

Best regards,
Sean.

**VMRWheels** · 04-04-2011 10:27 PM

Wow, excellent customer service!! Your letter must have been written tactfully, yet firm enough to call for attention. Bravo

Next thing you know, they will be receiving many letters from customers who have been waiting, each of whom will refer back to this thread

**Tom/APR** · 04-04-2011 10:40 PM

LOL, The Old Trucklid Shortage Problem! Sooner or later, people are gonna realize they are/were putting A4 trunklids on S4's...

**Coderedpl** · 04-04-2011 10:50 PM

I wonder how many people will write letters now. Like others have said, I think you made it known you were upset but without words like "WTF is wrong with you people!! WTFFF!!!!!"

Either way, good job. Keep us updated on how/when the car will actually arrive.
P.S. Did they tell you when you need to return this car? lol

**Skidrowe** · 04-04-2011 10:52 PM

I love this story. Hopefully Audi continues to improve its customer relations with owners via AoA and the dealerships.

-Skid

**diabolical1** · 04-04-2011 11:34 PM

wow! a letter, eh? a bloody letter got you an S4 for a couple months? maybe i need you to write my next cover letter.

**csaudis4** · 04-05-2011 02:02 AM

May I have the template including title pleeeease? ;D

**primetime** · 04-05-2011 05:00 AM

Congrats! Good for you pursuing and good for Audi taking care of you...

**NWS4Guy** · 04-05-2011 06:07 AM

Originally Posted by Tom/APR

LOL, The Old Trucklid Shortage Problem! Sooner or later, people are gonna realize they are/were putting A4 trunklids on S4's...

LOL was thinking the same - BTW Tom, you can have Anthony flag your login/account as APR associated.

Good on Audi, very proper protocol IMO.

**S4Meteor-ite** · 04-05-2011 07:43 AM

Thats such a good out come for you, you can't ask for more, and look what Audi have gained from it too, a thread that will be viewed hundred if not thousands of times showing that they have customer care nailed from the top. Makes you wonder why more companies dont do things like this all the time, its realatively cheap advertising in the grand scheme of things. And bet your loving familarising yourself with the car even more with one thats not yours, takes a little of the worry out of getting used to it.

**2011_S4** · 04-05-2011 08:05 AM

Wow, great job! It's nice to know someone actually listens from time to time. We need more stories like these!

**Skidrowe** · 04-05-2011 08:43 AM

I wouldn't be surprised if a few car magazines would be interested in your story.

-Skid

**CAA** · 04-05-2011 08:47 AM

This is great - glad to hear they are making things right for you. It also didn't hurt that you presented your case with relevant issues and how they would impact Audi on a larger scale as opposed to just bitching and having attitude (as most do). Well done.

**ENV²** · 04-05-2011 08:57 AM

Good job on Audi

**CAA** · 04-05-2011 09:02 AM

Originally Posted by BaLLZDeePNYC

Good job on Audi

In addition to Datz's story I thought I would add that when I contacted Audi customer care regarding my blown water pump (that happened 250 miles from home), they were happy to pick up a car payment for me. That's the ONE issue I've had with my car in almost 15 months of ownership and they made it right.

**zerinA4** · 04-05-2011 09:03 AM

I tweeted this earlier from my @speedsportlife account and the Audi corporate twitter account retweeted it as well...lots of views ;)

**DATZ** · 04-05-2011 09:23 AM

Originally Posted by zerinA4

I tweeted this earlier from my @speedsportlife account and the Audi corporate twitter account retweeted it as well...lots of views ;)

Haha, nice. That's pretty neat. And yes, I assure you it's true!

Originally Posted by S4Meteor-ite

And bet your loving familarising yourself with the car even more with one thats not yours, takes a little of the worry out of getting used to it.

Yup, nice to have a previously broken-in car that I don't have to worry about babying. Some of my friends have suggested that I drive it like I stole it, since I'll be giving it back to Audi in a few months, but after doing me such a nice favor, I actually feel obligated to treat the car above and beyond how I normally would. I'll still have fun with it, obviously, but keep it clean!

Originally Posted by Coderedpl

P.S. Did they tell you when you need to return this car? lol

Whenever my ordered car arrives, sometime in May/June. I'll just drive it to the dealer who I ordered from and drop it off when I pick mine up. And the kicker is Audi is insuring the temporary S4 as one of their fleet cars, so I don't even have to worry about that.

Originally Posted by VMRWheels

Wow, excellent customer service!! Your letter must have been written tactfully, yet firm enough to call for attention. Bravo

Next thing you know, they will be receiving many letters from customers who have been waiting, each of whom will refer back to this thread

I just hope I don't go down in infamy with Audi execs as "The Guy Who Launched 1,000 Letters!"

Originally Posted by walky_talky20

Trunk components, eh?

DATZ: I think the length of your letter (as well as the tone and other factors) probably had a great deal to do with it actually getting read. Are you willing to share the approximate length of your letter? Any other details are certainly welcome as well (rough outline, printed or handwritten, etc)? Seems like you did something right.

It was really just a short, simple, rationally composed letter, not even a page long. Not angry, bitchy, whiny...just laid out what happened in an (apparently) well stated fashion, and it hit the right buttons with the right people. Everyone I talked to at Audi corporate could not have been nicer or more considerate, from the President to the Northeast Regional rep, to the Presidents secretary; what we see at some of the dealers is not at all a reflection of the people or culture at corporate, which is really a shame since the dealerships are the public face of the company/brand and the only people 99.9% of us ever deal with.

**JadedTothy** · 04-05-2011 09:35 AM

That is just awesome. Another reason why I love this brand of car. Congratulations, you will love both this car and the one that is actually yours so much!

**NWS4Guy** · 04-05-2011 09:58 AM

Maybe APR will do them a favor and give it a complimentary chip? LOL wouldn't that be a hoot? The execs all vying for a turn on this one fleet car everyone knew was chipped!

**kausbose** · 04-05-2011 10:53 AM

Originally Posted by Mr. Corey

That's amazing customer service. I'm impressed!!!!!!!

+1

Highly impressed

**USCGTO** · 04-05-2011 10:54 AM

nice very nice.

**Michael S.** · 04-05-2011 11:46 AM

Wow...I'm impressed! And, a bit depressed as well... I'm glad Audi reacted to you the way that they have! I thought seriously about writing to AOA, but instead cancelled my order and reordered a 2012 via Military AutoSource. I wonder if a letter to AOA explaining my situation (originally ordered on Oct 2nd) would have a similar result? I'd like to talk with you DATZ to see who you mailed your letter to specifically and exactly what you said... Obviously, it was effective.

As for me, I am now awaiting a 2012... Hopefully sometime in Sept or Oct.

Mike

**CBRmatt600** · 04-05-2011 03:07 PM

That my friends, is taking care of your customers. Good job to Audi, it appears they are really working to earn that spot ahead of Mercedes and BMW. You can't buy the sort of PR that this will bring.

**TICKRDR** · 04-05-2011 03:22 PM

Good story. Congrats to you for stating your case in such a way that it earned a response. And congrats to Audi for doing the right thing.

**ChrisMT79** · 04-05-2011 06:10 PM

I always try to get my dealer to give me a Porsche as a loaner.. you know, to try and upsell me. lol.. Never works.

**xrayaudi83** · 04-05-2011 08:07 PM

Good to hear that a car company does actually listen to its customers every now and then, and realizes when they have screwed up and do more then what it takes to make it right