Audi Specialist Customer Service - Am I Being Unreasonable?

[KidCharlemagne]

Just wondered what you guys though about a friends recent experience with his RS6 Avant.

Having built up a good relationship with a well known tuning firm over the past few years (nearing a £6k spend - more including his referrals) he booked his RS6 in for the 'big' 40k service.

Whilst the service work was completed competently and on time, he got a call late on a Friday night from the dealer to say whilst 'out on a test drive' the car had been involved in an accident.

The damage report was a new bumper and new exhaust. Not a huge amount of work. Whilst a like for like car was provided in the interim, the RS6 was out of action for 5 weeks.

When it was eventually repaired, my friend inquired politely whether a) they would be prepared to make a dispensation on the service costs and b) they could deliver the car back (driving the hire car home).

To both requests he received an unequivocal 'no'. Not wanting to cause a fuss, he amicably agreed to pay the full amount (but vowed never to return)

What do you think - was it unreasonable to expect even a token gesture?
How would you have felt in his place?

[tanoga]

My personal opinion based on one side of the story. The cost of the service work should not be required to be discounted but the repaired car should have been delivered back to your mate either under its own steam or on a transporter at the dealers expense (whatever the cost). The dealer should then have offered a discount on the basis of goodwill against any further work carried out. Probably to late to put the clock back now, but at least your mate now knows how much his custom was valued (NOT). What is your mates view on why the car took 5 weeks to get back on the road after the accident?

[bobjebb]

5 weeks is just lazy, 5 days is pushing it. I'd be expecting discount anyway after 6k's worth of custom, never mind after they smashed my car. And as for not delivering the car back...

I for one would like to know who they were, if you don't mind? PM if you prefer, but it would be nice to know.

[SteveH]

If the accident was the dealers drivers fault... I can categorically state that I would personally go absolutely ballistic if it was my car that had been crashed; However it sounds like it was a third party impact, so you can't reasonably blame the garage for that, a bit of goodwill given the circumstances always softens the blow (no pun intended).

I am intrigued whether or not the brakes had been replaced as part of the service? As could you imagine when the test driver performs a hard breaking test on such a beast that stops from 60mph in under 3 seconds , anyone driving remotely behind in a standard car wouldnt stand a chance in stopping in the same distance

[KidCharlemagne]

Yes, new brakes and punched disks had been fitted.

When they called to tell him what had happened he responded very calmly - completely admonishing them of any blame. He was also very relaxed and restrained the entire time the car was with them, despite less than frequent updates on the status of the repairs.

I think his disappointment arose from their point blank refusal to make any token gesture of goodwill- even a concession on future work - for the inconvenience, damage to the vehicle whilst in their care, or just plain old customer satisfaction.

When all's said and done, it's no big deal.
Does leave a slightly bad taste though

[DavidT]

I am intrigued whether or not the brakes had been replaced as part of the service? As could you imagine when the test driver performs a hard breaking test on such a beast that stops from 60mph in under 3 seconds , anyone driving remotely behind in a standard car wouldnt stand a chance in stopping in the same distance

You need to bed new brakes in anyway, so giving it large when they are new is not recommended.

[dom888]

perhaps they should have discounted their labour charge as a token gesture. i can't believe it took so long to fix!! did you check your mileage when you got it back to see if they've driven it to germany and around the nurburgring?!!

it just shows that even the specialists are prone to main dealer nonsense!

which specialist was it?

[skodaw]

Speaking from a main dealer point of view & personal experience of what happens in these circumstances, They should certainly have delivered the vehicle back, a discount on the service - if only 10% would have been nice. And definately discount for the next service. This should be done without prompting. 5 weeks does seem excessive - although they may have had parts delays - although it only takes minutes to make a call.Its very short sighted of them - they will obviously loose his future business!

Accidents happen, we all know that - it's how its dealt with that makes the difference, we try to make sure that anyone working on performance models is sensible when it comes to roadtesting -- these are high performance cars and need to be tested as such - however this has to be done carefully and only when conditions allow.

I am pleased to say that in 18 years in the motortrade I have only had to inform 2 customers that there cars had been damaged - luckily both minor - although one did need new bonnet /bumper - when our bodyshop could not match the paint, after 2 attempts we replaced the customers car like for like FOC -- which actually involved him getting a better spec facelift car - he was chuffed and has since bought 2 more!

[rs666]

Given the cost of the service it is simply not acceptable to get this level of service, never mind the damage (regardless of it being an accident, if that was the case?). If it was an innocent rear shunt, surely they would have the cash flow to repair the damage before the insurance company paid out.

It seems a very short view of customer experience/value.

Their loss. Sure it doesn't tAke too Much working out which 'specialist' this Dilemma refers too.

[Jon]

It's not as one sided as you make out KC, I know as I handled the claim. The tuning companies hands were tied by the insurers until the car was inspected by someone who could tell if the movement in the downpipes had caused a leak on the turbo. usually any claim over 1k is inspected by an insurer, especially if the claim is non fault, which in this case it was.

[Dippy]

Hmmm. It is difficult to judge from only the information given. Personally I have always had good service from both Audi dealers and independent specialists. I have had issues with Audi dealers causing problems (delay in getting parts etc.) and have ALWAYS had goodwill discounts as a result. I have never had any issues with services from independent specialists, although have often got discounts from them. Maybe it's a case of having the right attitude and approach in dealing with people.

Regarding the last suggestion, since when has said "specialist" been offering an RS6 (he wrote "like for like") as a courtesy car, and for 5 weeks!!!

[KidCharlemagne]

The 5 weeks wait was an inconvenience as no-one likes to be without their beloved. However, it wasn't a massive issue - particularly since the insurance company provided a 911 C4S for the duration. Thanks Jon.

I say again, my pal wasn't automatically expecting a discount - hence his immediate agreement to settle the bill in full - but based on reputation and the previously good relationship, was v.disappointed by the uncompromising attitude. This might be a consequence of the specific individual, rather than company policy.

The killer blow was when the driver my pal paid to pick up the RS6 called him to say he had just left the garage - and a call came through on the other line from the garage chasing payment.

Of course at this time my friend had not even seen the car for 5 weeks, let alone inspect the requested paperwork on the service and the accident (which still hasn't arrived!).

[DavidT]

This might be a consequence of the specific individual, rather than company policy.

Why should their be a difference from a customers viewpoint ?

[Wolverine]

Name and shame the specialist I say !

[Jon]

why? all that went wrong was out of their control, the car was stationary when it got smacked up the arse. they then provided a brand new 911 c4s, the only delays were getting the parts and approval from the TP insurers.