Audi Customer Services!!

[philipwalker]

Here we go.

Had a fault on my own S4, ABS pump throwing up fault codes. Fairly sure it had had a replacement pump a while ago. Found the bill and it was changed less thank 2 years ago. Contacts "Audi Customer Service" to discuss this.

Audi Customer Service stated if the pump was changed under warrenty, (which it was) the warrenty on the pump ran out when the warrenty on the car ran out, not the 2 years as expected. They would not assist in any goodwill on this, fitted the new pump at a cost of £800ish.

Some weeks later the foot brake pedal was becoming spongy, re-bled the system but no improvment. Orderd a new master cylinder to replace, checked the pir numbers etc recieved the correct part number, however the master cylinder was nothing like the one removed. Re orderd the same number. thinking it be the wrong bit in the box. The replacment was identical.

Spoke with my local dealer Sinclair Swansea (top chaps) they submitted photos showing the differences to Audi UK.
Audi UK now state the original master cylinder is no longer available, the replacement requires a new brake servo to be fitted, the servo is at your expence.

Time to ring "Audi Customer Services" .
Spoke with them about this, explaining my displeasure with having to buy a new servo, as Audi have changed the replacment. The Audi Customer Service manager stated Audi is a "forward thinking company and looks to improve its products" he added "we are not prepared to offer any assistance in this". I attempted to remind him the part had been modified by Audi and should be offerd as a kit if this was the case, he just repeated his comments adding to my displeasure.

So, if you need a master cylinder for a 98\99 S4 you will first get the wrong part a few times. Then you will get advised you need to change the servo to enable the new part to be fitted.

"Audi Customer Service", could think of a different title at present.

Their ends my Rant !!!

(Looking forward to fitting a new servo)

[DuncS3]

Audi UK now state the original master cylinder is no longer available, the replacement requires a new brake servo to be fitted, the servo is at your expence.

Time to ring "Audi Customer Services" .
Spoke with them about this, explaining my displeasure with having to buy a new servo, as Audi have changed the replacment. The Audi Customer Service manager stated Audi is a "forward thinking company and looks to improve its products" he added "we are not prepared to offer any assistance in this".

Sounds familiar!

Dunc

[philipwalker]

Yep
"Sorry we have changed the gearboxes, you will have to change the engine as well"

[Andrewhorne]

Having an interesting battle with Audi customer services at the moment. Just about to go away on hols, all loaded up with family etc, discover fuel leaking from the fuel filter. Call out the AA who manage to track one down and replace with new one. AA man tells me that its the original filter that should have been changed at laest twice by now (the car is a 2001 A6 2.7T) fully Audi serviced from new. Contact Customer services who try to convince me that this part is never changed on petrol models apart from the RS6. What is the point of a filter that is never changed? That then corrodes from the outside and leaks fuel. Very forward thinking of Audi at the design stage. They now want to see the filter via: a dealer before they will comment further. I might be a little cynical but once that dealer gets their hands on it what are the chances of it finding its way to Audi HQ? I think we all know the answer to that!!

[simple1]

I think you will find that the rec time to change the filter is every second service i.e. 20K miles............. somebody is telling you a trailer load of male cow turds...........

[Andrewhorne]

Thats what I thought Simple 1,
Just got back from the dealer and they have looked at the filter and agreed that it had corroded from the outside (I told that much before I arrived)!! They are now telling me that Audi Warranty will be touch. Can't believe this the local dealer has just been on saying the filter should have been changed at the last service and they will be back to me after they have spoken with the dealer that did the work!!
This is getting better and better!! I wonder where it will all end?

[Andrewhorne]

Hi Guys,
I thought it was too good to be true!! They are really playing hardball now!! I've just had the Parklands Service manager on the line. Real bit of attitude coming through after I asked why a filter is placed within a system if it is never changed? Now this guy is an expert on this fuel injection system, worked on Jags (Oh Dear)!! and BMW (Oh dear Oh dear) and lets not forget Mercedes (Oh dear Oh dear Oh dear)!! Asked him some simple preliminary questions such as why fit the filter if its never changed, can't answer that apart from to say they just aren't!! Great answer!! The next little teaser was at what pressure does the system operate at?
He's not sure about that he thinks about 35psi, don't forget he's the expert, loads of experience remember, all those other manufacturers!! To summarise I buy a new Audi A6 2.7T Bi-Turbo Quattro Sport in 2001 (Not an inexpensive car)!! I have it Audi main dealer serviced from new. The filter corrodes through and leaks the evening before I'm taking the family away on holiday. The AA arrive and manage to find a new filter for me at 10-30pm fix the problem and away we go on our family holiday the next morning. Speak to Audi upon my return from holiday and its all my fault!! I can't believe it!! If thats customer service then they can stick it where the sun doesn't shine. Out of Warranty and new new car sold then they couldn't care less!! Lovely people!! I'd love to hear your comments please. Regards, Andrew Horne.

[simple1]

Andrew...... no point in beating yourself up, they are all hand jobs, and it is not confined to Audi... oh and the system works at 120 psi.. but I am no expert. Have been around Audis all my driving life, bought my first quattro in 1984 and have had them ever since. Also have a Merc E55 which shreaded its rear tyres, not an issue apart from the fact that casings were in bits with steel showing through the side walls. OE tyres were sent back to Merc and reply is... I must have been doing burn outs...........please........ oh and service receptionist........ he worked for Mclaren before taking a £100K a year pay drop to work in Bath as service advisor.... yer right.
Go forwards and learn from it, just ask for the fecking thing to be changed each service and prove them to be the they are! Probably time to find someone else to service it at half the price

[Andrewhorne]

Hi Simple 1,
Yes I'm slowly getting that drift. I had some exotic Ford RS equipment in the past and their customer service proved to be every bit as awful as Audi. It makes you wonder how well a given manufacturer would start to do over the opposition if they decided to give their customers some decent and honest service?
Probably won't live long enough to see that happen!!
Your right, I'll now be looking out for one of the mechanics that work for a main dealer to service the car in the future and change timing belt etc.
I don't really want to change the car at this time as the A6 isn't made any more with the 2.7T engine, and I really like driving it with this engine option. I think I'll wait for business to pick up and opt for the RS6 I really want. Thanks for your kind words. Kindest regards, Andrew Horne.

[philipwalker]

Audi in the past were very good. Especialy over the quattro exhaust manifolds and some aspects of the current stuff. RS4 wheels spring to mind and the work Ms J Swallows does.
The Audi customer service staff do not have any mechanical experience and are lost in any debate concerning component failure.
Following my above situation I had a call from a marketing company asking lost of questions about my "Audi Experience" I of course let rip.

Andrew
I noticed you had some exotic RS Ford equipment would that have been the RS200?? Ford and exotic hmm !!

(Only joking)

[Andrewhorne]

Hi Philip,
Sadly not that exotic, some usable stuff like the Scorpio fitted with the Cosworth V6 24 valve engine. Excellent engine let down by a bloody awful gearbox. Handled well for a big car though!! Unfortunately the car just wasn't reliable enough, she ate three gearbox's in the end and had to go. Still saving for my RS6 I'll let you know when I've got enough, bye for now. Andrew.