Bluetooth/customer service hell, please help

[charlesthoburn]

Dear all,

I am at the end of my tether and see my only option now as rejecting my car which has been wonderful with the exception of the bluetooth / sat nav and the diabolical customer service

I picked it up mid June from Stafford Audi and when I got to London I realised that I could not connect my phone (sony erric k700! )
via bluetooth. I had the dashboard pep withought the cradle as I was told that the cradle was only required for charging.

Spoke to Stafford Audi who suggested that I book it in to my local dealer (Docklands) which I did.

2 days later I get the call to say that it was fixed but I would have to purchase the cradle for it to work properly, which I did for £100.

Arrive in the car park to see the technician revving the nuts off my car to show a mate of his how good my un-run-in car sounds which was not a good start to our relationship.

Take the car home and the phone does appear to work perfectly in the cradle ( still not sure about bluetooth ) with full functionality on the nav screen and access to my phone book. For a short time I am very happy.

Next day I take the car for a spin and notice that the Sat nav is now not working, not recognising the position of the car and not showing the radio info in the dashboard display like it used to. I am not happy.
Car spend another 2 days in Docklands Audi and is not fixed. I pick it up and notice that they have put 5 miles on the clock which seems a bit excessive.
Book it in the next week, complain about the mileage and 2 days later get a call to say that it is fixed once and for all. I pick it up and notice straight away that there is still a problem as the display on the sat-nav now displays ' phone not installed.' and I have no control of my phone using the car controls. Interestingly, I can use the hands-free microphone as long as I dial using the phone itself.
I also notice that they have now put another 15 miles on the car.

At this point I am furious and I tell the dealer that I will take it up with Audi UK customer services. I must add that even now, if customer services had done their job properly I would have let this all go as the car is excellent

I speak to a customer service representative about the problem and also state that I have lost confidence in Docklands Audi and I have booked my car in the following week to Mayfair Audi. Their representitive tells me he will speak to dockland and get all the diagnostic info and pass it on to Mayfair Audi so that they don't have to start from scratch. He tells me that he will ring me on the day the car goes in and keep me informed. This all sound reasonable and my confidence is growing as I feel that someone is actually going to sort this out.

I take the car in to Mayfair, I am a bit worried by the fact that they have no record of my case from customer services but I leave the car and call my named representative just in case and am told that he will call me back. I hear nothing for 3 days despite numerous calls, and each time I am told that a service manager will call me back and they never do. Needless to say Mayfair can't fix the car and it has now spent 8 days of its first 5 weeks in the garage.

When I finally get through to my representative at customer services all he can say is sorry, he forgot to speak to Mayfair. This resulted in 2 days without my car for no good reason.

I now have issues with customer services for their terrible customer care.

As it stands I was told that Dockland can do no more and that there is currently no fix available. I think that is absolute crap. I have suggested that they should be replace my Satnav unit, but I am told that will require head office authorisation which never seems to come.

The problem can only be with
1. Sat nav system
2. Software / coding
2. Bluetooth module

It should not be difficult to sort out.

I waited 6 months for my car, paid a £2000, non-refundable deposit, got no discount and paid £55,000 for the car so expect a better standard of care.

Audi UK keep on telling me that they have not come across this problem before. I know that is also crap and that many people have had problem with the bluetooth.
Could anybody who has had similar problems pleasssssssssse just leave your name or initial and the name of the dealer who sorted it out successfully so that I can throw it back at them.

Thanks


Charles

[kam100]

yep.. Mine was sorted out by Audi Birmingham Service, speak with Louise/Zabhnia, John, Andy.. I went through all of them to get mine sorted and shouted a lot and threw my teddy in a corner a number of times!

Again i let most of the crap service go, as the car is awesome.. my bluetooth just never worked, they offered me a cradle, i said buy me a phone and cradle and i'll take that option, they said no to that and persisted to sort it out. 3 visits later.. they put in a new ECU unit for the sat nav and bluetooth system. Along the way they also buggered my cd changer somehow, so got a new one of them fitted.. sad state of affairs, but have to say everything else is perfect.. so although you are going through crap at the moment, its all worth it.

[charlesthoburn]

Thanks Kam.

Charles

[kam100]

you have a Pm too with full contact details etc..

[kam100]

My colleague PaulL also got his Rs4 sorted by Audi lancaster.. his had identical problem to mine too.

[Daz]

Pity to see that the crap Docklands service hasn't improved at all then.

[charlesthoburn]

Daz,

You can say that again. It was actually worse than that but I didn't want to end up writing a book.

Charles

[Daz]

Docklands is my local dealer but I would never use them. I've used Bexley and Maidstone for far better service.

[ashleyadam]

Thank god for that I have not selected dealer yet but have choice of docklands,dulwich & west london. That certainly counts Docklands out!

[DuncanMac]

Exactly the same problem with mine...

Am still waiting Maidstone Audi to 'ring me back' from the day I picked it up 2 months ago to confirm when they will collect it from London and sort it!

[TWH]

I think you can safely assume that customer service at most stealers will be totally lame. The onyl way I've found of getting things done is to use stealerships where I know someone who actually works there. That way they can get things moving from the inside!

[simple1]

I think it usually depends on how loud you want to shout...... sometimes it helps to be quiet and calm, I have found more recently that high volume bollocking seems to free up the jammed wheels of communication especially in a dealers...not that I will ever use them again but local Merc dealers usually had service manager running to meet me at the front door to usher me into a side office........... always got my car fixed on time and always washed and hoovered.