New Arrival - Audi uk result

4.2 V8 32v Naturally Aspirated - 414 bhp
gottanS
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Re: New Arrival - TURNING INTO A NIGHTMARE

Post by gottanS » Thu Feb 23, 2012 2:32 pm

Been through this with an S4, finally rejected the car after 6 months for a full cash refund including 6 months road tax, by law they are responsible for any pre-existing faults identified within the first 6 months but you have to give them 3 attempts to fix the problem before you can reject it for a full refund. Make sure you get copies of the communications between dealers as this would be evidence of the attempts made to fix it.

Keep going at this, you will get there in the end and the 30day, 1000 mile exchange programme is just that an exchange not a cash refund.

One thing to note, if you visit the dealer and look like you're going to kick off and make a lot of noise they will try and walk you outside so stand your ground :-)

adsgreen
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Re: New Arrival - TURNING INTO A NIGHTMARE

Post by adsgreen » Thu Feb 23, 2012 3:12 pm

gottanS wrote:Been through this with an S4, finally rejected the car after 6 months for a full cash refund including 6 months road tax, by law they are responsible for any pre-existing faults identified within the first 6 months but you have to give them 3 attempts to fix the problem before you can reject it for a full refund. Make sure you get copies of the communications between dealers as this would be evidence of the attempts made to fix it.

Keep going at this, you will get there in the end and the 30day, 1000 mile exchange programme is just that an exchange not a cash refund.

One thing to note, if you visit the dealer and look like you're going to kick off and make a lot of noise they will try and walk you outside so stand your ground :-)
I just to clarrify this as it's not strictly true based on my understanding and past experience of the sale of goods act.
It's not as clear cut to say any faults within six months are the dealers responsibility. It's simply not the case - The SOG act is not a warranty.
Any fault that is found within the first six months that couldn't be reasonably identified during any test drive or inspection then the dealer has to show beyond balance of doubt that the fault was not there at the time of sale. There are also provisions for expected lifespan of items as you wouldn't expect a clutch to fail within 1k miles however other items won't come under this.

So for example, the clutch going in this car would have high expectations that it'd be covered as it's happened so quickly and is getting worse. It can be argued that it is not reasonable to diagnose this fault as it can be quite hard to diagnose without dissassembly of the car. Point in hand is that in order to find it the dealer had to physically inspect the clutch.

However, the exhaust valves could easily argued that it is easy to determine if they are working as you can see them without any tools or work. In this case the dealer would have a strong case to show that the faults must have therefore either happened after or the buyer didn't confirm they were working or accepted that this was the case.

It is very rare to reclaim a full refund however it is determined by what the fault was. For example, you would never ever be able to reject a car for faulty exhaust valves. However, a failed clutch rendering the vehicle immobile has a much stronger case. You also generally have to accept that the dealer is within their right to not refund the amount for addtional use and miles since purchase. So for example, if you buy a car with 20k on the clock, drive it for three months and do 10k miles and the gearbox meltsdown then you can reject it but you would not be entitled automaticaly to a full refund.
There is also no set limit on the number of attempts to fix the car however 3 isn't a bad number - SOG requires you give the dealer adequate opportunity to resolve the defect and any less than three can be seen to be too "keen" and more than three it can be argued that you have accepted the fault (crappy but not unheard of).

A good rule of thumb is the recurring phrase in the SOG of "fit for purpose". A car with a duff clutch isn't fit for purpose but one with duff exhaust valves is.

Good advice to keep copies and records of all communications along with dates and times. Rejecting a car is a generally a painful last resort as depending on the dealer can turn into a protracted tug of war. If you do go this way then there's some other threads here that will go into details the best way to handle this.

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Graeme4130
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Re: New Arrival - TURNING INTO A NIGHTMARE

Post by Graeme4130 » Thu Feb 23, 2012 5:14 pm

Quick update
Sent a long email to Craig Westwood in Audi Customer service, who, within ten minutes called me straight back and explained he'd read through my email and was going to go through it with the parties involved
Maybe 1hr later I received a call from the Customer relations manager at Audi uk who apologised profusely for the problems and agreed that Audi would cover all 8 of the items I'd listed (inc new tailpipes with valves and full new clutch / flywheel kit) and that I should book my car into Audi Swindon as soon as I can to have the work completed
I've since had a call from the dealer principle at Audi Harrogate asking of I was happy that everything has been resolved correctly
Car's booked in for Wednesday, so all is looking up

As I said before, I'm very happy with the car other than these issues, so once these are resolved, I'm a happy guy

Thanks for the advice and contacts

Will keep this thread posted
-------------------------------------------------------
Gone - 11/06 B7 RS4 Avant - black/black (Daily drive & kids taxi)
Gone - 05/13 B8 RS4 Avant - Suzuka grey (Daily drive & kids taxi)
Gone - 01/14 B8 RS5 Coupe - Short term car
Gone - 09/14 B8 RS4 Avant - Misano Red/Ceramics (Daily drive & kids taxi)

Current - 04/18 B9 Rs4 Nardo Grey
ZX10R Race bike - 210bhp and a few skid marks on the seat ;)

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R33
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Re: New Arrival - Audi uk result

Post by R33 » Thu Feb 23, 2012 5:41 pm

Wow great result, hope it all works out for you now. :jump_clap:

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K1Mac
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Re: New Arrival - Audi uk result

Post by K1Mac » Thu Feb 23, 2012 6:02 pm

Result :thumbs:
C7 RS6 Nardo Grey
Golf Rallye soon to be VR6T circa 550hp[/b]
Mk1 Golf Gti
Previous:
997 Turbo /997 C2S / BB7 RS4 / Alpina B10 3.3 / Passat R36 / Z4M Coupe / Golf R32 / X5 / B5 S4 / to name a few..

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pDkALO
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Re: New Arrival - Audi uk result

Post by pDkALO » Thu Feb 23, 2012 7:47 pm

Good result there Graeme - and fair play to Harrogate for honouring their side of it to keep you a happy owner :thumbs:
Current: Macan Turbo, Boxster 987 S
Gone: RS6 C6 Avant, RS4 B7 Avant, Tamora Speed Six

Dom81
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Re: New Arrival - Audi uk result

Post by Dom81 » Thu Feb 23, 2012 9:19 pm

Delighted for you!

Time and again, Audi UK sort it out - not always, but often

I guess it's the difference between dealers trying to manage margins and the corporate brand maintaining a reputation. From a business perspective I can see both sides, but ultimately both are nothing without the brand, and short term penny pinching will only harm future business...
2007 Daytona RS4 Avant

HYFR
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Re: New Arrival - Audi uk result

Post by HYFR » Thu Feb 23, 2012 9:26 pm

Dom81 wrote:
Time and again, Audi UK sort it out - not always, but often
its more and more often now

if you are a genuine customer, a loyal customer and dont act stupidly, Audi UK will do the right thing

they are definately turning a corner

lengster1
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Re: New Arrival - Audi uk result

Post by lengster1 » Thu Feb 23, 2012 9:46 pm

Result !! Agree with spagbol,customer services do seem to be pulling in the leash on dealerships and making sure customers are getting what level of car and service expected from them.Hopefully they will carry on with this progress to the point things are right within the dealership and you dont have to go to such lengths.It leaves a sour taste and ruins what should be a nice experience,lets be honest most of us save and compromise to have such cars and look forward to it. Pleased you got sorted mate,they are truely amazing cars and there depth of ability in any situation will take some months to fully appreciate.Enjoy :thumb:

PJC
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Re: New Arrival - Audi uk result

Post by PJC » Thu Feb 23, 2012 11:34 pm

Good result, bet you can't wait to have your toy back.

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Graeme4130
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Re: New Arrival - Audi uk result

Post by Graeme4130 » Thu Feb 23, 2012 11:44 pm

Yeah, be glad when it's sorted
It's worked nicely as it goes in Wednesday and I'm working in Berlin wed/thur/fri, so it'll be all fixed up and ready for collection when I get home Friday afternoon :)
-------------------------------------------------------
Gone - 11/06 B7 RS4 Avant - black/black (Daily drive & kids taxi)
Gone - 05/13 B8 RS4 Avant - Suzuka grey (Daily drive & kids taxi)
Gone - 01/14 B8 RS5 Coupe - Short term car
Gone - 09/14 B8 RS4 Avant - Misano Red/Ceramics (Daily drive & kids taxi)

Current - 04/18 B9 Rs4 Nardo Grey
ZX10R Race bike - 210bhp and a few skid marks on the seat ;)

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edge
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Re: New Arrival - Audi uk result

Post by edge » Fri Feb 24, 2012 1:32 pm

Fair play mate, you seemed to keep your cool and it all worked out great in the end!

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Graeme4130
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Re: New Arrival - Audi uk result

Post by Graeme4130 » Wed Feb 29, 2012 12:27 am

Quick update ;
My car goes in to Swindon Audi tomorrow morning for all issues to be fixed, so I'll keep you all posted when I collect Friday
I'm still within my 1month/1000 mile reject period anyway, so if I'm totally not happy with it (although I'm expecting a good job) I can still just give it back.
Although I'm 100% certain that between Swindon Audi and Audi UK, who have both been massively helpful (and also the call I got from Harrogate Audi Dealer Principle), then it'll get sorted, but I thought it prudent to have it checked properly so have booked it into see Keith at Dyalinx Performance (only 500m from my house) to check it over and give it the all clear Friday afternoon.
Anyway, here's some pics I took of it over the weekend ;
IMG_1198.JPG
IMG_1220.JPG
IMG_1191.JPG
Can't wait to get it back already :) :blackrs4: = :biggrin3:
-------------------------------------------------------
Gone - 11/06 B7 RS4 Avant - black/black (Daily drive & kids taxi)
Gone - 05/13 B8 RS4 Avant - Suzuka grey (Daily drive & kids taxi)
Gone - 01/14 B8 RS5 Coupe - Short term car
Gone - 09/14 B8 RS4 Avant - Misano Red/Ceramics (Daily drive & kids taxi)

Current - 04/18 B9 Rs4 Nardo Grey
ZX10R Race bike - 210bhp and a few skid marks on the seat ;)

PJC
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Posts: 4736
Joined: Mon Sep 06, 2010 7:40 pm

Re: New Arrival - Audi uk result

Post by PJC » Wed Feb 29, 2012 7:19 pm

Looks very nice.

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