RS6 nightmare

[cjh]

I'm having a bit of a nightmare with a nearly new RS6 (about 300 miles, reg'd nov 2004). In summary, bought tuesday, broke on wednesday, taken away on thursday. Still not working, new ECU required, apparently (although dealer admints this is a punt because they haven't really identified the root cause). Audi are now being extremely difficult, asking me to prove I own the car before alowing dealer to order part, etc. So, nothing happening over the weekend, and it doesn't look like I'll be getting it back before next tuesday, at the best. I am *hopping mad*. Does anyone know an email address for Audi's UK head of customer service? I have a (quite netertaining in a gallows-humour sort of way) log of every call made so far which I wish to share with someone at Audi.

[GaryC]

You can call Audi customer services on 0800 699 888. Perhaps if you kick up enough fuss on the phone you can get to talk to someone in charge or get hold of an email address?

Another way of helping make sure that their head of customer services sees your complaint is to write to him and address your envelope "Confidential, addressee eyes only".

But can I ask how you bought the car? Presumably it was a private sale or some other means by which you have little comeback on the vendor, otherwise it's the dealer who you'd be giving hell.

Gary.

[cjh]

I bought it from an Audi dealer - part of a large multi-brand dealership chain in London. They are actually trying to help, but Audi UK won't let them order the part... apparently (gosh) a few RS6s have been nicked, so Audi are being very wary. As if I care. I am waiting for a call from someone at audi. Audi customer service (0800 699888) were spoken to at 9-00am this morning - the're just a message taking service (4 operators) who can't get anything done until monday when the bosses come back to work.

[simple1]

What a load of bollo*s. If the dealer has the car, it obviuosly not knicked, those restrictions usually apply to buying parts over the counter, ie. Ordering a new key usually requires proof of ownership. If the dealer supplied the car to you, they know what the score is. A call to the dealer principal first thing Monday threatening to demand a refund and all your expenses so far should prompt some action.....failing that we can all descend on the showroom, drink them out of coffee and then kick off with the terrible service conversation at high volume while all the bods are booking in their cars for service

[jonathanb]

I would be somewhat surprised if Audi could really justify a position whereby one of their dealers had sold a stolen car. I would have thought that the Audi dealer should be taking this problem away. I have to say I have been pleasantly surprised by my dealer (driftbridge, Epsom) and Audi in that my car has presently been of the road for two weeks awaiting suspension parts from Germany and in extremely short shrift, Audi arranged an A8 4.2 to be made available as substitute car. Not really like your experience I would say

[Nordschleife]

What a load of bollo*s. If the dealer has the car, it obviuosly not knicked, those restrictions usually apply to buying parts over the counter, ie. Ordering a new key usually requires proof of ownership. If the dealer supplied the car to you, they know what the score is. A call to the dealer principal first thing Monday threatening to demand a refund and all your expenses so far should prompt some action.....failing that we can all descend on the showroom, drink them out of coffee and then kick off with the terrible service conversation at high volume while all the bods are booking in their cars for service

Audi Germany thinks all British dealers are called Swiss Tony.

Seriously, the supply of new ECUs is kept EXTREMELY tight, mostly to stop our cousins on the other side of the pond buying a second one and having a chip installed in it, only putting the original ECU in when the car goes to the dealer, even buying VAGCOM to clear the residual error codes before snowing the dealer. Bosch cooperates with this and will not supply except through a dealer. I recently had to get a MPH instrument cluster for a friend, even going to a very main German dealer for the part, there was a 48 hour delay while they checked that everything was kosher.

If a new ECU doesn't fix the problem, your wiring hqarness may need to be replaced. I know this is an issue, I know that the companies which supply the bits that the wiring harness is connected to bitch about the quality. I also know that the company which makes the wiring harness bitches about the shoddy product they are asked to supply. Audi saving money here. Its hardly surprising that Winterkorn spends so much time with the electronic and electrical guys.

R+C

[cjh]

Thanks for that useful information. I'm still (sort-of) looking forward to speaking to someone from Audi tomorrow, just to see whether they attempt to justify their position or not... I've turned from an Audi-lover (my oettinger-cheipped S3 which I traded-in was great) into a militant wouldn't-touch-it-with-a-shitty-stick-if-they-paid-me type. Funny how that happens so quicky.

I'm intrigued (in the same sort of way that a death row prisoner might contemplate his/her options) to see how things pan out over the next couple of days -- it's sort of like watching a train crash in slow motion, except that I'm a passenger in the first carriage.

[simple1]

Well keep us up to speed, regular visits to my Hampstead office are easily divertable should an unruly mob be required
Nordy you aint to far wrong my friend, most of the british dealers are spivs, take the money and run and stick two fingers in the air when it all goes tits up, Have to say my dealer in Bath is the exception to the rule though

[bobjebb]

Is the dealer in question part of a bigger group? when I had some 'issues' with a dealership I wrote to the 'head of aftersales' for the whole operation, and got a pretty satisfactory response. In other words go over as many heads as you can! Also if they think you're going to repeat purchase, they should be more accomodating... Must admit it's a pretty poor show - for someone spending that sort of money. Good luck.

[cjh]

Audi finally relented and let the dealre order the part without a registration document. Needs to come from germany, so 3-5 working days required. Asked them to next-day ship it, but they refused. Idiots. So, with easter looming, looks like I won't get it back before the middle of next week, which means it will have spent 14 1/2 of its first 16 days with me at the menders. Is this a record?

[simple1]

Fraid not...............my first RS4 spent 4 of the 7 months I owned it in the garage

[bjacks]

That fully sucks. I would be expecting some serious arse kissing. I can see why they are doing it though.

How's it only managed 300 miles in 6 months? It's not the Misano Plus is it?

Cheers

Ben

[cjh]

No, it's not the misano 6plus - I thought llong and hard about that one, but the red with dark grey alloys really doesn't work for me. Silly, I know, but that's the way it is. I understand about the ECUs - Nordschleife's email was clear and helpful - but, once having agreed to order the part, why not next-day freight it [all the courier companys do next day 9-00am]? I asked, asked, asked but all I got was "No - it's not our policy. it will be shipped in 3-5 working days". That's the sort of service you'd expect from a failing communist government, and frankly, I'm *hopping mad* about the way my problem has been dealt with, and the way I've been made to feel like a suckered loser. The better half has her eye on an S4 cabriolet, but unless Audi pull a rabbit (attached to a large cheque) out of the hat, then hi-ho, hi-ho it's off to another german car maker we go.

[Nordschleife]

Next day freight.
In Germany using UPS, FedEx, DHL and others is very expensive. I can imagine setting a corporate policy not to ship at premium rates. I have even paid excessive sums to receive parcels..... so go figure. The little man doing the shipping would fear for his job if he shipped overnight delivery, without permission. They get a bit strict in the fatherland about this sort of thing. The key to unlocking the problem lies in sweet-talking the the guy at the German end to go and ask his boss for permission, quoting 3 reasons why it is justified in this instance.

I'm thinking of starting up a website called http://www.swisstony.con/

R+C

[londonplus]

No, it's not the misano 6plus - I thought llong and hard about that one, but the red with dark grey alloys really doesn't work for me. Silly, I know, but that's the way it is. I understand about the ECUs - Nordschleife's email was clear and helpful - but, once having agreed to order the part, why not next-day freight it [all the courier companys do next day 9-00am]? I asked, asked, asked but all I got was "No - it's not our policy. it will be shipped in 3-5 working days". That's the sort of service you'd expect from a failing communist government, and frankly, I'm *hopping mad* about the way my problem has been dealt with, and the way I've been made to feel like a suckered loser. The better half has her eye on an S4 cabriolet, but unless Audi pull a rabbit (attached to a large cheque) out of the hat, then hi-ho, hi-ho it's off to another german car maker we go.

it wasnt west london audi was it?