Yet another letdown from the fine folks at Audi Customer "satisfaction".

I took my car into my local dealer (Hamilton, Ontario) to fix one of my headlights that was about 1/2" lower than the other leaving a noticaeble gap between the headlamp and the hood. As the service manager and one of the mechanics inspected the problem they also commented on the condition of the paint on the front edge of my hood. A rather large piece (the size of a thumbnail) of my $ 695 aluminum silver paint had come clean off the edge exposing the smooth bare metal of the hood underneath.

They booth agreed that this was a result of an improper paint job at the factory, citing that even if the chip was caused by a stone, it should not be this clean or large. They also pointed out some "orange peel effect" in the paint. (Don't know what this is? Picture the texture of an orange peel and that is what certain sections of paint on the hood look like.)

They asked me to bring it in to be repainted at a local body shop, this of course, would be covered under warrantee.

Enter the Audi O.T.S., the lovely and talented Jerri Owens. What's an OTS? No clue. But she apparently has the "final say" (Audi Client Service's words)on any warrantee work. Miss Owens felt that the chips were a result of stones and not a faulty paint job and therefore not Audi's responsibility. She didn't consult with me, didn't comment on the "orange peel", and in my opinion shirked her responsibility to the customer -- they guy who wrote a $ 40,000 cheque for the car.

Let's be honest here. I do a lot of highway driving and I have a few stone chips elsewhere on my hood and on the side view mirrors. I realize that some people abuse any system. But when you're right you're right. And I am. That's why I am bothering to post this. Just so you all know, we are talking about a $ 250 repaint.

Was I given an opportunity to speak to this OTS person? No. Have I been given a proper statement on the condition and causes of this damage? No. Audi Customer Satisfaction has become an oxymoron to me. They are lost in a bureaucratic morass, where the customer has neither any recourse nor the opportunity to discuss this with a rational decision maker that ultimately has customer satisfaction in mind.

If Audi feels my claim is invalid, then take the time to explain the issues to me and make a case for your side. Don't cast me off with a "NO" and think that we're done like a mother telling a two year old child that they can't have the latest pokemon figure.

Here's the overall point. The service manager and the mechanic detected a problem and pointed it out to me. These are people who work with these vehicles on the front line day in and day out. They know a problem when they see one. In contrast, we a have an area representative who can't find "faulty paint jobs" in the index of her Audi manual and as a result, must say no because it's not written out for her. I could understand if I was on my own here in this claim, but when the dealer says one thing and the company says the complete opposite, Audi has a real problem and it goes beyond just customer satisfaction. See if I open my checkbook again for these clowns...

Take your problem to the next level. Audi talks the talk... make them walk the walk. Audi wants to clean up the old image, kick out some fine cars, and back them. Keep on them, maintain a professional demeanor, and demand satisfaction. Won't the two fine folks who found the problem back you? There's no excuse for orange peel on a car being produced today. Are you sure your car has not been repainted at some point before you got it?

I am from Montréal. I had some work done on my car recently at the dealer. They had to order some parts (under warranty) and the level of service (not quality of work) was not the best organized. However, Audi Canada had contacted me on behalf of customer satisfaction. I voiced my concerns, and they addressed the problems to the dealer directly. "Apparently", the number of complaints impacts the dealer's ability to acquire first-choice picks of inbound cars to sell - in other words, their bottom line.

The next service, they cleaned the interior of the car, engine compartment, exterior and waxed free of charge!

best of luck in your battle.

Don
2.8 qms

1) You wouldn't have thought twice about it without the mechanic pointing it out.

2) Dealerships get reimbursed by Audi, and it is often in their best interest to fix "minor issues".

3) A paint chip that reveals a possible paint flaw is going to have to have some finite restrictions to divide the severe problems from the less severe. Otherwise Audi would spend even more money in investigative time to validate the thousands of minor "judgement calls" that could be claimed.

1 + 2 + 3 = Understandable behavior on the part of AoA.

this isn't unique to Audi, EVERY maker gives their field people strong incentives to turn down co$tly repairs (especially if they will set a precedent for other repairs). I've had both BMWs and Audis, and it's the system, not the carmaker.

As much as people hate them, this is what lawyers are for. You've given up much too soon in the process; the first "no" doesn't mean "no." Pay a lawyer to write a simple demand letter, and see what happens. After that, you go public in the media and/or go to arbitration.

Had a friend was getting the idiot treatment from a major big buck watch company. After many letters and months of haggling he created a beautiful web site in honor if is crappy watch detailing everything regarding his experience. It was all documented and could be easily substantiated. They gave him a new watch. Yes, I am indeed creating a web page journal of my A4 eperience... hope to post it this weekend.

nt

I say you take this one over her head and go for her job! Considering the dealers staff also said it was a defect someones gotta be accountable. If not sue them and go for costs and inconvenience as well. That will show her what cost control is all about.

P.S. Anyone have problems with monkeys ripping the trim off thier cars?

Bravo. It's about time we rally behind proper customer relations from Audi. This isn't Hyundai for crying out loud.

I won't even begin to tell you my problems with AoA. Just to say that I'm not surprised at this kind of mis-treatment and inconsistencies in their
perspectives.

I say you have the work done and take them to court suing for damages and costs. Just my opinion.

98 A4 TQMS (Neuspeed)

I guarantee they'll sue you for some reason or another. Defamation, loss of reputation, libel, etc. etc. etc. This is a risky course of action. Perhaps parking outside the dealership with big signs saying something about lemons might get their attention better, and get you on TV too.

Even new cars have parts that have been repainted (in the 15-20% range for plastics). That is due to rework. Its cheaper to sand/repaint a part than it is to trash it. However, since that disgrace of a lawsuit against BMW were they lost millions of $$, repaint (in the US) is done on same color (i.e black on black). That mean more logistic costs and more expensive parts.

So wether or not the part have been repainted is not an argument for its quality. Orange peel is. And Audi does not accept it from its suppliers.

listen to.

I am currently considering the purchase of an A4 and have been looking into the customer service level of audi. Naturally this message board came up when I did a search. Can any of you tell me if this is indicative of the involvelment in this audi "ots" person? when do they step in and override the dealerships? If they are flatly refusing a $250 paint defect, how would they react should more serious problems occur? any feedback? As for Darrel k, good luck and please keep us posted on your progress.

Darrel, not only have I had the same problem with aoa ots reps but have also been successful with getting what I THE CUSTOMER deserves. Unfortunately, they occasionally forget that we may be purchasing another car in the next decade or two. Cost control is one thing, but to have the dealer point it out to you and then get a simple NO. I would push the dealership to pick up the tab regardless and let them fight with the ots. Afterall its only $250 and i'm sure the dealership would easily make that back should you decide to purchase another audi from them would they not?