Intresting mindshift today... (long)

[DebauchedSloth]

[mpuzach]

Try Len.Hunt@vw.com. This is the e-mail address configuration of others I've written to at the Auburn Hills, MI headquarters. I sent a "test" e-mail to Mr. Hunt at this address, including pasted copies of the postings by ERT, kmitch, and Richard Solomon. That was 20 minutes ago; so far, no return, so I think the address is good.

ERT, kmitch, Richard, I hope you don't mind that I forwarded your postings to Mr. Hunt. I needed something meaningful to test the e-mail address, as well as to give him something to reply to; your postings seemed appropriate.

- Mike

mpuzach

2000 A6 2.8Q Tip
Racing Green/Tungsten Gray
Conv Pkg/Cold Wthr/Xenons

[mikef4.2]

[Audiablo]

My experience with the dealer has been a mixed bag of spectacularly great service (ie, buying and sawing apart brand-new tools to make them smaller so they could be used to fix my oil leak without removing the engine) to a string of minor annoyances.

They put in the wrong-weight oil once. There was a long mixup in getting a new steering wheel in and they had to check three times which one I needed. There are similar delays with the siren-fan as I brought it in Thursday, then Friday I was told they had the wrong fan or something. Today I brought it there (kinda late) and they said they had overbooked and to come on Wednesday.

This would all be a major inconvenience if not for the fact that I can walk to the dealership during weekdays - and they know it and they know that the current issues with my car are not "big" and I'm flexible.

It would seem to me the issues are more with administration/parts supply than the mechanics themselves. Also, I'm not keen on these multi-brand dealerships (Lincoln-Mercury Audi-Kia) because they have to service all these other makes too. I was told Diablo had FIFTY new cars in service for Friday alone! Few of these were Audi, of course - whenever I look in the service bays, less than 1/6th are Audi by my estimate.




&nbsp&nbsp&nbsp&nbsp2.7T 2.XS&nbsp&nbsp&nbsp&nbsp

[Richard Solomon]

I already wrote a letter which should get to someone like this. I think I need a direct line like (248) 340-xxxx to bypass the "Client Advocates" - who seem to only advocate that the client wait a week.

I'll keep this info around and try her in a few more days - assuming they hold to the pattern of not returning calls for at least 5 business days!

Richard
'00 A6 2.7TQM

[Richard Solomon]

I've been holding off posting the whole mess to see what kind of closure AoA will bring to the issue. I do have a case # (after 3 calls) and have learned some lessons on dealing with Audi.

0) Keep that little folder of Consumer Protection laws separate from your car so you don't have to retrieve it from the dealer to write your lemon law letter.

1) Call client services IMMEDIATELY upon dropping car at dealer. Ok, maybe call if the part isn't there the next day. They want 3-5 business days to investigate why your part is taking so long...not completely unreasonable, but they don't TELL you they want that time. I'd already been waiting a week when I called - then they want to wait almost another week to tell me when the part will arrive!

2) Ask for your case number the FIRST time you call. I recited my VIN so many times that I know it by heart!

3) If told your part is on RED order status - get the order number. Mine was of the form REDmmdd - e.g. RED0401 for an April 1st RED order. If they don't have it, you're probably not really on RED status!

4) Visit your dealer DAILY if you cannot get daily status from them. Sit there while they call Audi. Escalate, escalate, escalate. Get the service manager involved on day two or three at the latest!

5) Demand an Audi loaner - if none available today get one tomorrow.

There are probably more that I'll think of after I post this.

Still peeved!

Richard
'00 A6 2.7TQM

[muhammadc]

Did you try 248-340-5803? That might be VW but I was able to get a lot of names and info though VW also. And I actually got 'The Desk of Len Hunt's' fax # through VW (I'm not suppose to tell who gave it out though... shhhh!)

>>Muhammad
'94 100CS Frontrak
'96 A6 Quattro

[Ernesto (ERT)]

[phred]

Maybe the dealer doesn't tell the phone surveyors every time, or maybe it's on a pattern. I used to get a call each and every time after my BMW services.

Frankly, if you've got a good service dept., who cares about the phone call? And if you've got a bad dept., be careful how honest you are in your answers. They get back to the dealer and go into your file! Imagine how great your service will be after that. People have gotten calls from their service advisors cursing them out for bad reviews (which proves money is at stake)!

[phred]

Who says Audi doesn't give good service? Compared to whom? Inside or outside the industry?