1st Service Rant (long)

[DalD]

Had my first service today, at Carousel Audi in Minneapolis. Before I start, let me just say that none of this is a huge deal, but it all kind of adds up. It is bad enough when you are driving a $40K car -- if I were driving an $80K RS4 or A8, my expectations would be even higher. Car came with defective (recalled) keys that worked off and on (never worked when it was raining of course, trying to make a run for my car and then having to stand there and fumble with the key in the lock). Also was delivered with a broken off plastic emergency key. Not a huge deal, but already I'm not real happy. Dealer is a long way from home, so I call ahead, give my VIN, and order my keys special for my car, so that I will have them by my first service. Dealer is nice, says they will call when they come in -- could be a day, could be a week or two, given than they are ordering so many due to the recall. The plastic key doesn't need to be ordered special though -- they can cut me a new one in the shop. Call last week to ask why I haven't heard a word from these guys. Service guy says two things, both of which I know are wrong -- he can find no record of any keys being ordered for me, and he says they don't need to be ordered -- they just need to be reprogrammed. Whatever. Show up today, and the service guys says (surprise!) they 'll have to order the keys! Then, I tell him my story, and he finds that my keys WERE ordered (who knows when they came in!). But, he also tells me that the plastic one CAN'T be recut -- needs to be ordered special for my car. Can't be mailed to me either -- I have to drive back to the dealer AGAIN. It is frustrating when I believe I know more about my car than the dealer does, and all I know I pick up via this forum now and then. Why can't the dealer be this knowledgeable? It isn't that hard. Not a huge deal, but this key recall is a well-known problem, and you would think they would have the whole routine down inside and out. Makes me question if they know how to fix some other more serious things that could go wrong. Oh -- and my temps are all in Celcius now -- have to dig out the owners manual to figure that one out. I love the car -- the dealer was nice, the dealership is beautiful, with free coffee and a nice little waiting area, and they washed my car (touchless I think)-- but I was disappointed. I know -- life is good if this is what I'm complaining about, but I am such an Audi fanatic, it is a real letdown when they fall short.

[RichAA]

They've done a good job for me. Plus they support the local Audi Club, host after-hours events and so on. But I live very close, and Service is open until 9PM, so I can just swing over after dinner to take care of little things.

Case in point: I'm at a local park watching my son play soccer, and a random baseball falls from the sky putting a dent in my hood. So I call Carousel and ask if the paint-free dent guy can work on it. They ask if I'd like to drop it by in the morning, so I do and they give me a loaner car for the day and end up charging me $120 and there is no trace of the dent when I pick up the washed and vacuumed car. Not a warranty thing, not scheduled service, and it had to cost them money. But pretty nice service and nice to get it done conveniently.

I don't owe them anything, but thought I'd chime in because everything they've done for me for the last two cars has been pretty nice.

[DalD]

Rich: Good to know. At least I have two data points now.

I don't have a huge problem with their attitude or willingness to try -- just seems like they missed some real basic stuff here.

I saw a poster in the waiting room yesterday with a listing of driving events (Glacier Lakes Audi Club or something?). Have you participated in any of this?

I have been thinking about attending a driving event of some sort -- maybe at Brainerd (which wasn't on the poster). Any thoughts on the value/fun of these, and if any in particular are good?

Thanks. --DDD

[SLine2.0B7]

First off, did you see the Nogaro Blue RS6 out there? I can honestly say I have never seen a Nogaro RS6 before! Anyways, I have an S-line with about 4,000 mi on it. I have heard some random knocking noise in the front right after I start moving forward and turning left after coming out of a parking space(I know, random and ridiculous sounding). However, the tech. could not get the sound to duplicate, so I had to get in and show him. No problem, it took one try and he knew where to look. As it turned out, the front sway bar had become disconnected from the connecting bolt, because the bolt was de-threaded! Obviously, they fixed it on the spot with no issues. However, it is a bit random that with that low miles, something like this would happen already. I have not tracked the car once, nor do I drive "hard", meaning never lost control or gone too fast around a corner to make me look like an idiot...All in all, work with ONE service rep, and he will take care of you once you get to know them and continue to work with them.

[kuthair]

Let me get this straight.....

One side of the sway bar was not connected to the car and the service rep could not find this without you taking him out for a ride?

So, had you not taking them for a ride, they would have let you go on your way?

I'm sorry.. I would take it to another dealer.

[kuthair]

it's really too bad, because the cars are awesome.

One of my service guys actually got mad at me, because my center arm rest kept getting stuck in the up position and I had to bring it back over and over again. They never did fix it.

[RichAA]

Take it to another dealer like you did when they couldn't fix your armrest the first time?

Sorry, couldn't resist... :-)

Seriously, I expect them to be courteous and thorough. Sometimes things happen and it takes another step. So what; it is by any definition a complex car. But even so, contrast this with service from GM, for example, and you appreciate it more.

[kuthair]

Dealer # 1 -- Worse
Dealer # 2 -- OK

Given the two choices, I went with OK.

I guess OK is still better than most. But, when I hear stories of the kind of service a buddy of mine gets at Lexus... well, let's just say my Audi experiences don't come close.