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Car booked in to Camberley today to have new drilled discs fitted - would normally have been to MRC but as they both could do the same date, and as labour is a small part of the cost, it's actually cheaper easier for me to drop into my local dealer.

I booked car in by phone and confirmed with an email - every time I stressed DRILLED discs. The phone contact confirmed they would call me if there was any problem in advance.

First call today (I had dropped the car off last night) "We've got your car and are on it..."
Next call "Audi don't do drilled discs and only recommend plain ones..." Wife took call as I was driving - I rant in background pointing out that they fitted the last lot for me three years ago - and say I'll call them back!
Next call - engaged, they'll call me back..
Next call - ah, we've checked and Audi do offer drilled discs - but we haven't got any - should be able to get them for tomorrow!!

So the 200 mile trip tomorrow will be in my Focus ST rather than the beasts because Lookers cannot organise even the simple job of pre-ordering the parts, and then try and fob me off with lies about what Audi offer!!

They used to be the best dealer in the country when Rob Chorley and Stuart Hunt were there. A real lesson in how to destroy customer service in the space of two years! Grrrrrr....

Dave

Daveperc wrote:Car booked in to Camberley today to have new drilled discs fitted - would normally have been to MRC but as they both could do the same date, and as labour is a small part of the cost, it's actually cheaper easier for me to drop into my local dealer.

I booked car in by phone and confirmed with an email - every time I stressed DRILLED discs. The phone contact confirmed they would call me if there was any problem in advance.

First call today (I had dropped the car off last night) "We've got your car and are on it..."
Next call "Audi don't do drilled discs and only recommend plain ones..." Wife took call as I was driving - I rant in background pointing out that they fitted the last lot for me three years ago - and say I'll call them back!
Next call - engaged, they'll call me back..
Next call - ah, we've checked and Audi do offer drilled discs - but we haven't got any - should be able to get them for tomorrow!!

So the 200 mile trip tomorrow will be in my Focus ST rather than the beasts because Lookers cannot organise even the simple job of pre-ordering the parts, and then try and fob me off with lies about what Audi offer!!

They used to be the best dealer in the country when Rob Chorley and Stuart Hunt were there. A real lesson in how to destroy customer service in the space of two years! Grrrrrr....

Dave

Feel your pain. I resorted to using Basingstoke for the first time, recently, based on the recommendation of others.

Daveperc wrote:They used to be the best dealer in the country when Rob Chorley and Stuart Hunt were there. A real lesson in how to destroy customer service in the space of two years! Grrrrrr....

x2

Yes, it's the people that really make a Dealership great. My local one has gone downhill since all the experienced Service Advisors left; I've struggled on but am really now at the end of my tether with them.

Camberleys gone downhill big time.
Best bet is to supply your own parts so they know what theyre doing

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!

If they don't look after staff , we'll go to new places . Which is what happened .
They have lost all that experience but don't panic I'm only 2 hrs away at Taunton Audi .

shunt1tech wrote:If they don't look after staff , we'll go to new places . Which is what happened .
They have lost all that experience but don't panic I'm only 2 hrs away at Taunton Audi .

Hey Stuart. Hope all well with you and yours! [THUMBS UP SIGN]

New year we at Taunton will becoming R8 centre as a well so I'll be back on with looking after R8 's as well

OK - I said I'd update when I got a reply..

The Service Manager rang this evening - and he did apologise and agreed the staff that had handled my pre-planning etc had screwed up. The core of the problem he explained was that they had put my VIN No into the Audi parts system and the system told them my car had plain discs (presumably when built) and would only let them order plain discs. He did also admit that if they simply put in a generic C5 RS6 then it offered them the drilled option.

I have no way of knowing if that's true or not, but if so it's a dumb system, and what's more, it's being operated by people who don't know the car.

Hopefully it will be ready tomorrow.....

Dave

He's not lying about the system when using the VIN, it will only show parts and options it came out of the factory with. You asked for drilled discs so who ever ordered them either cocked up or they were not told about your request.

If you're down the Surrey/Sussex area then I can highly recommend http://camspeconline.com

My C5 RS6 has been well looked after by them for the last 5 years. Run by an Audi Master Tech. I can't fault their work. A few others on this forum have started to use them and have been equally impressed!

Are you sure you asked for drilled discs MrPerc?

OK - picked car up this evening and all appears to be done OK.

Oddly one disc is priced £12 more than the other - but at least the part numbers are correct so I'll assume that they put the right parts on there!

Either way, short of an emergency, that's the last trip to Camberley Audi!

Hold on, you're paying dealer prices for disks?!

I bought my car from Camberley Audi 13 years ago and in all that time have gone there for all servicing/warranty issues. I was growing increasingly concerned about the apparent growing lack of knowledge of the vehicle and the final straw came a couple of months ago when I tried to book the car in for a replacement CV boot - NSF had split and was spewing grease all over the inside of the wheel rim.

Having been passed up to Glasgow (you can't speak to anyone who might actually know you or your car at Camberley now it would seem!) I asked the girl handling my call whether it was safe to continue to drive the car. After going away to check she came back and said "keep driving the vehicle, it will tell you when something is wrong with it". Having lost all confidence at this point I stated that I no longer wished to proceed with the booking and would "make alternative arrangements" to which she replied "oh, OK". So, in that one phone call, she (whoever she was) managed to throw away thirteen years worth of customer loyalty without even referring me to someone else who might have given a ***t!

Next call was to Stuart at Camspec who has since done a whole lot of work on the car and who instills absolute peace of mind and confidence with his knowledge, honest approach and sensible pricing.

In short, I will not be going back to Camberley with the RS6 and will most probably now be taking my wife's new S3 to Camspec for all on-going servicing and maintenance.