Audi USA Sold Order Tracking?

[certs]

Hey Vincenzo please clear your inbox I'm trying to message you and it won't go through. Thanks!

[AudiAlexTX]

Like any enthusiast that has just purchased an expensive luxury item, one gets excited at the prospect of arrival and delivery. I too wish that Audi would make a more concerted effort to involve the customer/client in the reporting of the status of the order.

I had a terrible experience today with a "distribution advocate" at the OMD and Incentives Competency Center at Auburn Hills, MI. My dealer had included me in an e-mail addressed to her inquiring about the status of my order, specifically whether my car had arrived by port. She gave a general answer and copied me "... car was shipped by rail on xx date from Mexico and it usually takes 3-4 weeks to arrive to the port of Houston." I wrote her directly (having been included in the email chain) and asked whether the car had arrived to port in Laredo (this is the spot considered the "port") .. as to give me a general idea of when to expect the car actually in Houston (planning a few trips out of town so...). This e-mail from me apparently caused her to e-mail my salesperson so that he could then notify me not to contact her directly. Not the best customer service coming from Audi Distribution through this individual. Either way my question went unanswered by the center. Unbelievable. Here we are ordering luxury cars (in this case an SQ5) and we get less than luxury attentiveness or involvement in the process. (My salesperson has been great... but it sounds like he depends on info provided by this office himself). Terrible.

[IVRINGS]

The tracking system we have as sales people has been ruff. Currently I have had a Q5 that should of made it to the dealership at the end of the last month and just making to the dealer today.

To anyone here trying to have this guy try and help I would say skip this and keep in touch with your sales people. Trust we are using what we have to give you an idea of a timeline, but there is always delays we can't see and our timeline we give you is the best we have.

[rgobantes23]

The tracking system we have as sales people has been ruff. Currently I have had a Q5 that should of made it to the dealership at the end of the last month and just making to the dealer today.

To anyone here trying to have this guy try and help I would say skip this and keep in touch with your sales people. Trust we are using what we have to give you an idea of a timeline, but there is always delays we can't see and our timeline we give you is the best we have.

My experience with Vincenzo has been wonderful. His info and me tracking the vessel, I knew exactly when and where my SQ5 would arrive in the US which was much more realistic than the generic printout the sales agent provided. My SQ5 ETA from the sales agent printout was December 23rd to January 6th. My SQ5 arrived at the US port December 4th and at the dealership on December 13th. I knew it was going to arrive early because of Vincenzo's information (and I was able to commit to a holiday getaway). Don't get me wrong, my sales agent is a great sales agent but he just did not have enough information during most of the order process.

[rgobantes23]

Like any enthusiast that has just purchased an expensive luxury item, one gets excited at the prospect of arrival and delivery. I too wish that Audi would make a more concerted effort to involve the customer/client in the reporting of the status of the order.

I had a terrible experience today with a "distribution advocate" at the OMD and Incentives Competency Center at Auburn Hills, MI. My dealer had included me in an e-mail addressed to her inquiring about the status of my order, specifically whether my car had arrived by port. She gave a general answer and copied me "... car was shipped by rail on xx date from Mexico and it usually takes 3-4 weeks to arrive to the port of Houston." I wrote her directly (having been included in the email chain) and asked whether the car had arrived to port in Laredo (this is the spot considered the "port") .. as to give me a general idea of when to expect the car actually in Houston (planning a few trips out of town so...). This e-mail from me apparently caused her to e-mail my salesperson so that he could then notify me not to contact her directly. Not the best customer service coming from Audi Distribution through this individual. Either way my question went unanswered by the center. Unbelievable. Here we are ordering luxury cars (in this case an SQ5) and we get less than luxury attentiveness or involvement in the process. (My salesperson has been great... but it sounds like he depends on info provided by this office himself). Terrible.

The vessel that carried my SQ5 from the Mexico port took only 6 days to get to Davisville, Rhode Island port. The 6 days included a stopover in Jacksonville, Florida port. Once my SQ5 was on US soil it took 9 days to clear customs and truck my SQ5 to a Maryland dealership. I was able to track the vessel since Vincenzo was able to give me the vessel name and there are many vessel tracker websites. If you can obtain the name of the freight rail your vehicle is on maybe you can also find a freight rail tracker online. You can send Vincenzo a PM with your name and Comm # and he can look it up.

[IVRINGS]

I find it funny he will not talk to me an Audi Brand Specialist or my regional rep that has tried to contact him. As a salesman I'm not even able to access the records he has or uses.

[RickNY]

Vincenzo was great for getting the info on what ship my 2018 S4 went out on.. Currently on the Miraculous Ace and due to arrive in Davisville in 2 days..

Also -- for anyone using marinetraffic.com that wants to track it during the period it moves out of range of the land based AIS stations, I have used the the free SAT tracking trial with no issues.. You just need to supply a credit card or PayPal and they give you 14 days free trial before they charge the account.. You can then immediately go into your account and choose not to renew the trial.. They specifically have a cancel reason there called "One time use (project, cruise, etc)" - With the Sat updates, they'll show you updated positions on roughly a 12 hour delay.

[JohnEnglish]

Don't get me wrong, my sales agent is a great sales agent but he just did not have enough information during most of the order process.

I've had sales agents tell me that the tracking information is confidential and they're not allowed to give it out. When I've figured it out by contacting Audi HQ and told my sales agent they got mad and wanted to know who was leaking "trade secrets".

[rgobantes23]

I've had sales agents tell me that the tracking information is confidential and they're not allowed to give it out. When I've figured it out by contacting Audi HQ and told my sales agent they got mad and wanted to know who was leaking "trade secrets".

Which part, the whole tracking or just the name of the ship? I would understand the ship name but if it is the whole order process then it is just plain ridiculous. Several automakers already have online tracking and you do not need to contact anyone to get info. I am glad they allow Vincenzo to provide information to the buyer not in public.


Sent from my SM-G935T using Audizine mobile app

[rgobantes23]

I find it funny he will not talk to me an Audi Brand Specialist or my regional rep that has tried to contact him. As a salesman I'm not even able to access the records he has or uses.

There seems to be information access issue within Audi but it is not Vincenzo's fault. Sounds like there is a need to communicate to Audi of America about sharing all information to sales agents.

As Vincenzo mentioned before Audi is thinking about online tracking and if implemented it will eliminate all the tracking issues.

Sent from my SM-G935T using Audizine mobile app

[brucewinter]

Vicenzo was terrific to work with.


Sent from my VS987 using Tapatalk

[JohnEnglish]

Which part, the whole tracking or just the name of the ship? I would understand the ship name but if it is the whole order process then it is just plain ridicilous. Several automakers already have online tracking and you do not need to contact anyone to get info. I am glad they allow Vincenzo to provide information to the buyer not in public.


Sent from my SM-G935T using Audizine mobile app

The whole process. I've had a few sales people who either wouldn't tell me or didn't realize they could.

I know Audi Canada used to have an online tracking system but they shut it down a few years ago.

[rgobantes23]

The whole process. I've had a few sales people who either wouldn't tell me or didn't realize they could.

I know Audi Canada used to have an online tracking system but they shut it down a few years ago.

It's unfortunate there is confusion. I'm glad there is still a way to get information. It would be great if Audi brought back online tracking and for all regions.

[IVRINGS]

There seems to be information access issue within Audi but it is not Vincenzo's fault. Sounds like there is a need to communicate to Audi of America about sharing all information to sales agents.

As Vincenzo mentioned before Audi is thinking about online tracking and if implemented it will eliminate all the tracking issues.

Sent from my SM-G935T using Audizine mobile app

Well honestly there is a major issue as when I ask him directly for an update he has not once contacted me, and instead allows the customer to know more then the salesman. My customer even requested to keep me updated in a post here and in a PM, and I messaged him as a veteran member with no update. Instead I have to get updated by screen shots of his PMs to my customer. That makes us at the dealer seem like we are out to lunch instead we just don't have any updates to give. We the dealer pay for the car before the customer yet we can't get an update for the car. So as a dealer representative we are being made to look bad when we ask the manufacturer. So again something is very wrong and I hope he understands that is wrong.

[rgobantes23]

Well honestly there is a major issue as when I ask him directly for an update he has not once contacted me, and instead allows the customer to know more then the salesman. My customer even requested to keep me updated in a post here and in a PM, and I messaged him as a veteran member with no update. Instead I have to get updated by screen shots of his PMs to my customer. That makes us at the dealer seem like we are out to lunch instead we just don't have any updates to give. We the dealer pay for the car before the customer yet we can't get an update for the car. So as a dealer representative we are being made to look bad when we ask the manufacturer. So again something is very wrong and I hope he understands that is wrong.

I hope you see that the Audi customers are the ones to lose if Audi buyers can't contact Vincenzo as per your suggestion above. I don't disagree with you that someone at the dealership should be able to access the same updated/current order info but at this time dealers can't access the information. The issue is within Audi of America and Vincenzo is not the one who can fix it.

[rgobantes23]

Vincenzo was great for getting the info on what ship my 2018 S4 went out on.. Currently on the Miraculous Ace and due to arrive in Davisville in 2 days..

Also -- for anyone using marinetraffic.com that wants to track it during the period it moves out of range of the land based AIS stations, I have used the the free SAT tracking trial with no issues.. You just need to supply a credit card or PayPal and they give you 14 days free trial before they charge the account.. You can then immediately go into your account and choose not to renew the trial.. They specifically have a cancel reason there called "One time use (project, cruise, etc)" - With the Sat updates, they'll show you updated positions on roughly a 12 hour delay.

I used Fleet Monitoring website. No need to put credit card information unless you want to see the actual map of where the vessel is. When you look up the vessel using the free account it tells you where it is as per the last satellite reading, if the vessel is moving (or ported) and when it will reach the destination port.

[IVRINGS]

I hope you see that the Audi customers are the ones to lose if Audi buyers can't contact Vincenzo as per your suggestion above. I don't disagree with you that someone at the dealership should be able to access the same updated/current order info but at this time dealers can't access the information. The issue is within Audi of America and Vincenzo is not the one who can fix it.

Without going into more detail he is breaking the dealer agreement with the manufacturer and that is why he isn't contacting me or my dealer rep. We have rights that he is breaking and could case major issues if damaged has happened, or if service isn't able to prep a car right away. He should be following a chain of command so that the customer experience is what it needs to be. His info is sending customers in to the dealerships that are not ready and have agreements with timelines to meet. There is a big picture that not everyone can see.

[rgobantes23]

Without going into more detail he is breaking the dealer agreement with the manufacturer and that is why he isn't contacting me or my dealer rep. We have rights that he is breaking and could case major issues if damaged has happened, or if service isn't able to prep a car right away. He should be following a chain of command so that the customer experience is what it needs to be. His info is sending customers in to the dealerships that are not ready and have agreements with timelines to meet. There is a big picture that not everyone can see.

Well I can't comment on the agreement as the actual agreement is not public. But it seems you are willing to shut down the only source of information for Audi customers just because info is not going through you. I doubt knowing the actual build complete date and vessel name have something to do with your customers coming to your dealership without contacting you first. That just doesn't make sense. Something else must be going on.

Also, my sales agent did not mind me having info from AoA. I looked at old emails and he knew the vehicle's production complete date (he sent it to me). His new/updated shipping and dealer delivery dates were just a bit off (but very close to the actual dates). When I contacted him the day the vehicle reached the US port, he also knew the vehicle has arrived in the US and told me when it should reach the dealership. It looks like he had a way of getting information as well.

[IVRINGS]

Well I can't comment on the agreement as the actual agreement is not public. But it seems you are willing to shut down the only source of information for Audi customers just because info is not going through you. I doubt knowing the actual build complete date and vessel name have something to do with your customers coming to your dealership without contacting you first. That just doesn't make sense. Something else must be going on.

Also, my sales agent did not mind me having info from AoA. I looked at old emails and he knew the vehicle's production complete date (he sent it to me). His new/updated shipping and dealer delivery dates were just a bit off (but very close to the actual dates). When I contacted him the day the vehicle reached the US port, he also knew the vehicle has arrived in the US and told me when it should reach the dealership. It looks like he had a way of getting information as well.

The issue for our customer was very very different. We had a very delayed build due to 20" wheels. It took a weeks to find out the real reasoning behind the delay. It ended up being the manufacturer they had picked was not able to keep up with the demand on both the Q5 20" and SQ5 20". This was the first time a Q5 could have all season tires on a 20" wheel so everyone was ordering that option. We had no way around this issue as his build was a Prestige that had 20" wheels standard. So my customers car was stuck on the 9th checkpoint of the build for weeks as they couldn't get wheels.

[timzcat]

So you think he is a spy at AoA. He's only helping customers with information he is allowed to. Sounds like you either don't know how to get the information through the proper channel or, as indicative of this thread, piss and moan too much and people like the regional rep don't want to deal with you.

As the forum topic says: Audi Customer Experience
Its for the customers to receive support not for salespersons to bitch about Audi.

Vincenzo fills the gap on all the lazy salespeople who don't keep the customer up to date. He was a great resource while waiting for the car to be released so I wasn't driving my salesperson crazy with requests for update. She didn't mind me getting info from him but then again she is a pleasure to deal with.

[IVRINGS]

I will say I know what I’m doing as I’ve been doing this since 2012. Even my customer in this post will agree there is an issues. What is the difference if I’m a dealer or a person that said he is buying a car with a comm number. We are both asking for the same information. Why would he not give me the same type of information when requesting. He can look to see that I’m in the system and see my information.

[Techguns]

How can I track my new Audi Q7. It is presently in Emden awaiting a ship. Commission # RF9566