Copy of the email of complaint that has just gone to Lookers:-
"My vehicle is an Audi RS6 (C5), reg no OY 04 TWF
My complaint:
• On/about 31/10/16 I contacted Camberley Audi both by phone and using your online live chat service to arrange for my RS6 to have new front discs and pads supplied and fitted on 18th Nov. I stressed in both conversations I required the
drilled discs option. I was assured on the phone that the agent understood, and had made a note on the file. I requested that if there were any problem, or the requirement for
drilled discs weren’t clear, that I be called back.
• On the evening of 17th Nov I dropped the car off, depositing the keys in the key drop, in an envelope in which I repeated the requirement for drilled discs.
• On the morning of 18th I received a series of calls:
o The first assured me that they had received my car and the work was in hand;
o The second, taken by my wife as I was driving, advised that Audi only offered plain discs, and that Lookers could only fit the parts provided by Audi;
o I returned the call a few minutes later and was told the service agent was busy and would call back;
o In the fourth call the agent advised me that she had looked back at my service record and discovered I had had drilled discs fitted by Camberley Audi previously. She advised that they were a “special order item” and that they could have them in on 19th and fit them.
• At time of writing I do not know if this will actually happen!
My complaint highlights three serious failings in your systems and processes:
• Firstly your pre-order system failed. Inspite of me booking nearly three weeks in advance, and being very clear what parts were required, it would appear that no action was taken to ensure they were available when the car was due. Secondly, no-one appears to have checked the parts situation on the previous day when the oversight could have been detected and rectified.
• Secondly the agent dealing with my car clearly has no knowledge of the RS6 range – if they did they would be familiar with the fact that drilled discs were a factory fitted option!!
• Thirdly, and this is my most serious complaint, rather than simply admit the ordering oversight, someone in the chain of command took the decision that lying to the customer was the best option – trying to tell me that Audi don’t supply drilled discs. This I regard as utterly unacceptable. My relationship with a garage is based on trust that the garage will look after my best interests and give me sound technical advice on the maintenance of what is a very expensive car. In this particular case I was well aware that I was being lied to as you had fitted the discs previously, and I had an alternative option to have the work done by an independent dealer (who does know these cars).
Camberley Audi five years ago had the reputation as being the best RS main dealer in the country, based largely on the exemplary service of Rob Chorley and Stuart Hunt – I helped build that reputation via social media and the Audi enthusiasts’ sites. Both have since left. Today, via the same sites, I have found that my experience of the decline of standards at Camberley is mirrored by others.
I hope that my complaint will lead to some real consideration of your systems, staff training, and above all a culture in which lying to the customer is considered acceptable.
Yours faithfully"
I'll let you know as and when I get a reply!
