carx7
06-11-2018, 06:34 AM
I had my car at Audi North Austin several weeks ago for a suspension light on the dash.
After the first week passed I called for an update and got "we needed to order parts from Germany, it should be ready next week".
The second week came and went and I had to call for another update "We just got parts, you're next in line, it should be ready in 3 days"
1 weekend and 3 days later I call back "The car in front of you is taking longer than we expected, we'll have it done in 3 days"
Then service manager calls me to report report "I am told we are not meeting your exceptions" and he wants to know "what can we do about it".
I said simply, "set my expectations properly". I had no expectation for timing of service when I dropped the car off. I choose a DRC equipped Rs7. I knew the car was rare 'ish, and the suspension rare option. I'm not surprised the parts aren't readiliy available. But I was told one week, then one more week, then 3 days. It was in this call he reported that the car was still not being addressed. That they still did not have the parts they needed and cited a back story of problems sourcing the magnetic hydraulic fluid for the shocks and issues getting it and why they needed to get Audi Corperate Service involved to get some US based dealership to let go of parts they had on hand. I appreciated the story, but just wanted to know when I'd get my car back. He said 3 days. He let me know that he was going on vacation and that the dealership would be following up with me in his absense.
3 days came and went. 4 days.... on the 5th day I started called. Took me several hours, 10 calls, numerous voice mails to get a return call. To add insult to this experience, everytime I called I got to listen to some add about how this dealership had won an award for customer service. I found that impossible to believe.
Now 4 weeks into the experience, I got someone on the phone who informed me that the shop equipment had broken and they were unable to fill the car with fluid. So it would be, you guessed it "3 more days".
The following Monday, Memorial day, I got a call telling me I could come pick up the car. The manager informed me that they had detected an alignment issue which they would correct. I was then called to come get the car. I showed up to pick up the car and was presented with a bill for $190 for the alignment I hadn't asked for.
My contact wasn't available, so I asked for the GM. I got the director of sales.... as I understand it he was 2nd to the GM over sales and I think I now understand that my contact was 2nd to the GM over service. I calmly explained my ordeal. I was complimented for my calm demeanor and I shared that while i don't think people are inherently dishonest, there was clearly a broken process that allowed my car to slip through the cracks over and over.
The worst part was repeated commitments for delivery and not one follow-up call to tell me the car would not be ready as committed.
This is my first Audi. It's an Rs7. I do believe that everyone deserves to be treated fairly and equally. I bought a flagship car for this brand. I expect much, MUCH more for this dollar amount from this brand.
-Chris
After the first week passed I called for an update and got "we needed to order parts from Germany, it should be ready next week".
The second week came and went and I had to call for another update "We just got parts, you're next in line, it should be ready in 3 days"
1 weekend and 3 days later I call back "The car in front of you is taking longer than we expected, we'll have it done in 3 days"
Then service manager calls me to report report "I am told we are not meeting your exceptions" and he wants to know "what can we do about it".
I said simply, "set my expectations properly". I had no expectation for timing of service when I dropped the car off. I choose a DRC equipped Rs7. I knew the car was rare 'ish, and the suspension rare option. I'm not surprised the parts aren't readiliy available. But I was told one week, then one more week, then 3 days. It was in this call he reported that the car was still not being addressed. That they still did not have the parts they needed and cited a back story of problems sourcing the magnetic hydraulic fluid for the shocks and issues getting it and why they needed to get Audi Corperate Service involved to get some US based dealership to let go of parts they had on hand. I appreciated the story, but just wanted to know when I'd get my car back. He said 3 days. He let me know that he was going on vacation and that the dealership would be following up with me in his absense.
3 days came and went. 4 days.... on the 5th day I started called. Took me several hours, 10 calls, numerous voice mails to get a return call. To add insult to this experience, everytime I called I got to listen to some add about how this dealership had won an award for customer service. I found that impossible to believe.
Now 4 weeks into the experience, I got someone on the phone who informed me that the shop equipment had broken and they were unable to fill the car with fluid. So it would be, you guessed it "3 more days".
The following Monday, Memorial day, I got a call telling me I could come pick up the car. The manager informed me that they had detected an alignment issue which they would correct. I was then called to come get the car. I showed up to pick up the car and was presented with a bill for $190 for the alignment I hadn't asked for.
My contact wasn't available, so I asked for the GM. I got the director of sales.... as I understand it he was 2nd to the GM over sales and I think I now understand that my contact was 2nd to the GM over service. I calmly explained my ordeal. I was complimented for my calm demeanor and I shared that while i don't think people are inherently dishonest, there was clearly a broken process that allowed my car to slip through the cracks over and over.
The worst part was repeated commitments for delivery and not one follow-up call to tell me the car would not be ready as committed.
This is my first Audi. It's an Rs7. I do believe that everyone deserves to be treated fairly and equally. I bought a flagship car for this brand. I expect much, MUCH more for this dollar amount from this brand.
-Chris