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Brand New Q5 with Issues

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Old 11-25-2013, 05:40 PM   #1
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Default Brand New Q5 with Issues

I purchased a brand new 2014 Q5 2.0 a little more than a week ago. On day 3, I was given a "transmission malfunction" error and unable to put my car in reverse. It had to be towed from my garage to the nearest dealer. After 2 days in the shop, I was told it was a failed mechatronic unit, for which a part had to be ordered from Germany and that would take 7-10 days to get in. It has now been one week since my car was placed in service.

As a new Audi owner, obviously downright frustrated and outraged at this issue of not having a functional vehicle on day 3 of my purchase. I've had little success getting attention from Audi on the matter. The dealer who sold me the car initially said that they would replace the vehicle, then a few days later came back and said Audi told them they could not do that; they would only repair the vehicle and pay my first month's car payment. I was not happy with this response as clearly the car sold to me was faulty and in my mind should be replaced right away given the complete malfunction in less than 72 hours of ownership, and since my car will be in the shop for more than 2 weeks of course they should be paying my car payment because I'm paying for a car for which I do not have possession. I've not received a reply since I expressed my dissatisfaction with these terms to the dealer.

I've got several questions:
1) Is it true that if the mechatronic unit is replaced I shouldn't have concerns with long term issues with this vehicle? Clearly, with the car breaking down in 3 days I don't feel it is exactly reliable. I've driven Toyotas for 12 years and never had to have a car towed.
2) Have others had issues with BRAND NEW Audi's and if so, what measures were taken by Audi to correct the issue? So far, I've been completely disturbed with the level of service I received. Rather than proactively trying to resolve the issue it has been on me to follow up and attempt to find a resolution. I do not think simply paying 1 month of a car payment is fair compensation for the hassle or inconvenience of the issue, particularly since it was 3 DAYS OLD and will now be in service 4X longer than I've actually been able to use the vehicle. The dealer says "it's not our fault" but yet I haven't been able to talk to anyone directly with any authority to remedy the situation.

Any advice is appreciated. Given the level of quality and service I've experienced thus far, I'm honestly wishing I could just send it back and go buy something else. I never would have expected to have more car trouble than I've ever experienced in my life on a brand new car. Clearly, the Audi brand is not all its cracked up to be.
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Old 11-25-2013, 05:43 PM   #2
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Old 11-25-2013, 06:05 PM   #3
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Old 11-25-2013, 06:16 PM   #4
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It's frustrating but stuff happens. A failed individual part is not a harbinger of the long term reliability of the car. I think it is very generous of Audi give you a free month of ownership.

If you really think Audi or the dealer is going to replace the car because of one incident your're very mistaken. BTW, the least favourite/most troublesome car I ever owned was a Toyota, which was purchased new. Clearly that brand is not all it's cracked up to be.
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Old 11-25-2013, 07:11 PM   #5
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Unfortunate, but should be ok if the technician who replaces it does a good job.

One thing I don't understand is why parts need to be shipped from Germany so frequently even for big sellers like the Q5. In the 20 years that I owned cars made in Japan, parts never had to be shipped from Japan when I needed them. They were always stocked in the US, and the dealers were always able to get them within a day or two.
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Old 11-25-2013, 07:27 PM   #6
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Very unfortunate. Sounds like Audi is at least trying to keep you whole. I presume you're in some kind of loaner now.

One thing you may want to explore preemptively is what the lemon law says in your state. I believe these laws usually stipulate that if a car is out of service for so many days in the first so many months of service then the dealer/manufacturer must replace the car.

Hang tough, though, it will probably all be resolved to your satisfaction.

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Old 11-25-2013, 08:06 PM   #7
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Very unfortunate. Sounds like Audi is at least trying to keep you whole. I presume you're in some kind of loaner now.

One thing you may want to explore preemptively is what the lemon law says in your state. I believe these laws usually stipulate that if a car is out of service for so many days in the first so many months of service then the dealer/manufacturer must replace the car.

Hang tough, though, it will probably all be resolved to your satisfaction.

Steve
The law may have changed, but my memory of lemon laws here in California is that it's sort of a "Three Strikes" deal. In other words, the OP would have to experience the same problem two more times (with the accompanying waits for parts and subsequent repairs) until the law would force the dealer to take back the car.
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Old 11-25-2013, 08:20 PM   #8
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This is what new car warranties are for. Nothing is ever totally defect free in every unit produced. Relax. Enjoy your new car.
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Old 11-25-2013, 09:09 PM   #9
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Here's my 2 cents. As previously mentioned, this equipment failure is not (hopefully) a harbinger of future problems. Again, when you get your Q5 fixed, I think you will enjoy a sporty, safe, comfortable SUV. I did my research before buying and chose this over the usual suspects - BMW, RDX, VOLVO.
I have my Q5 for about 4 months and despite 2 minor issues - heater and ignition key malfunction, enjoy would still recommend it highly. Now, if I were to continue having issues over the course of ownership, that would be a different story. Right now, I'm good.
When the Nissan Murano first came out in 2003, I bought it. Five months later, Christmas Morning 1 AM, coming back from Brooklyn into NJ, my car died on the Brooklyn Bridge. Luckily, my brother in law was behind me with his van and "pushed" the Murano back on the street. I waited over 3 hours for Nissan to get a flatbed. Problem was with the alternator. Not a pleasant experience, but I had no other issues with the car.
When the Q5 was introduced in 09, I jumped and leased it. Some months later, I had an issue with the sun roof leaking - apparently the drains malfunctioned. Parts took over 2 weeks to get in from Germany. BUT, this was mitigated by the my dealer's response, which I thought was fair. My loaner was a nice Q7. When my Q5 was ready, they had it detailed to showroom status.
Perhaps, like you, I'd be more upset/concerned if it happened after 3 days of ownership. Give you a new car? No way. But I sure think your dealer or Audi could be a little more generous with their offer. Problems with cars occur; many times out of the blue, but it's how the problem is handled that can make the difference between a happy owner and an unhappy, resentful owner. Between a customer whose lease is up/car is paid off and leases or buys a different brand or the customer who becomes a repeat customer. Audi is a luxury brand; with that should come better than average support when things go wrong.

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Old 11-25-2013, 09:32 PM   #10
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Quote:
Originally Posted by visualguy View Post

One thing I don't understand is why parts need to be shipped from Germany so frequently even for big sellers like the Q5. In the 20 years that I owned cars made in Japan, parts never had to be shipped from Japan when I needed them. They were always stocked in the US, and the dealers were always able to get them within a day or two.
You forget that in the U.S. there are factories of Japanese cars.
Audi does not have a factory in America
In Europe, on certain parts for Japanese cars waiting 15-20 days, and sometimes longer

For parts of American cars on the European market ..... better not to know
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Old 11-25-2013, 09:41 PM   #11
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I'm sorry to hear for your problems.

Mechatronic unit is full of electronics simply happened that some processor or resistor burned out, of course this is happening with electronic devices.
I hope that your car will be repaired quickly
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Old 11-25-2013, 10:27 PM   #12
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You forget that in the U.S. there are factories of Japanese cars.
Audi does not have a factory in America
In Europe, on certain parts for Japanese cars waiting 15-20 days, and sometimes longer

For parts of American cars on the European market ..... better not to know
All the Japanese cars that I owned were made in Japan, and never made by US plants, so this has nothing to do with Japanese cars made in the US. They simply handle spare parts distribution in the US better than the Germans...
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Old 11-25-2013, 10:45 PM   #13
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All the Japanese cars that I owned were made in Japan, and never made by US plants, so this has nothing to do with Japanese cars made in the US. They simply handle spare parts distribution in the US better than the Germans...
Maybe in America but not in the rest of the world

It depends on which parts

My friend is for his Impreza WRX STi (6 months old) waiting for a new engine 2 months
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Old 11-26-2013, 04:39 AM   #14
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Disappointing to have an issue so soon. I know how that feels. Was driving home in my brand new Lexus ES 300 from taking delivery at the dealership when the transmission sounded like it had exploded when it kicked-down for a pass on a hill. Scared the daylights out of me. So, I turned around and went back to the dealership. They took the keys and asked me to select another car. Seems Lexus had a few units with seriously faulty transmissions. There wasn't a "twin" on the lot so i had to settle for a different color selection. Stunning. Replacing the trans was not an optionů..Lexus wanted the car back.

Asking you to wait for a part, giving you a loaner and one month's payment seems more than fair to me for your inconvenience. No worries, Audi will make it right, and you'll have many miles of satisfactory ownership after this little issue is resolved.
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Old 11-26-2013, 05:30 AM   #15
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For the record, I am not demanding a new car. I was told after 2 days in service after they called to say a new mechatronic unit would have to be ordered from Germany to repair the car (a minimum 12-15 day service period), the dealer told me they were looking for a replacement vehicle for me. 2-3 days later, I called back because I had not heard anything. Then they tell me Audi will not "let them" replace the vehicle, and that's when they said they would make the first payment. Had they told me this up front, it would have been much better received than telling me after they had already told me they were in the process of procuring a replacement vehicle. Secondly, they coupled this with the message of "it's not our fault" and "we ordered a replacement vehicle - 4 month process - just in case you have other issues". That doesn't give me the "warm fuzzies" that I will have a car without future issues. From what I am reading online, mechatronic units do not always fix the problem and what I'm seeing is more 20-25 day service periods.Georgia law is 30 days in service within the first 24,000 miles... so essentially if anything else occurs on the vehicle within the first two years they will likely be legally required to replace it anyway.
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Old 11-26-2013, 05:55 AM   #16
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I am expecting to take delivery of my Q5 in Dec. Could you inbox me which dealer you used in GA? Sorry about your issue!
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Old 11-26-2013, 07:26 AM   #17
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For the record, I am not demanding a new car. I was told after 2 days in service after they called to say a new mechatronic unit would have to be ordered from Germany to repair the car (a minimum 12-15 day service period), the dealer told me they were looking for a replacement vehicle for me. 2-3 days later, I called back because I had not heard anything. Then they tell me Audi will not "let them" replace the vehicle, and that's when they said they would make the first payment. Had they told me this up front, it would have been much better received than telling me after they had already told me they were in the process of procuring a replacement vehicle. Secondly, they coupled this with the message of "it's not our fault" and "we ordered a replacement vehicle - 4 month process - just in case you have other issues". That doesn't give me the "warm fuzzies" that I will have a car without future issues. From what I am reading online, mechatronic units do not always fix the problem and what I'm seeing is more 20-25 day service periods.Georgia law is 30 days in service within the first 24,000 miles... so essentially if anything else occurs on the vehicle within the first two years they will likely be legally required to replace it anyway.
This is ridiculous. I really hope Audi steps it up here. Sorry, but I haven't read through all of the posts, but what has the general manager said about this? Hopefully they loan you an SQ5 for your trouble.
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Old 11-26-2013, 03:59 PM   #18
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I understand your frustration on a new car. It can leave a bad taste in your mouth. But as a business, I think asking for Audi to give you a new car is not appropriate.

You can never tell when something is going to break or go bad on a car. It's a piece of machinery.

The next one could drop a tranny at 4000 miles.

If Audi is paying your 1st car payment and giving you a loaner, then I think that's reasonable.

Lemon laws are for multiple incedents and it doesn't apply to 1 unfortuate problem.

If it happens 3 times in the next 3 months. That might be a different story.
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Old 11-26-2013, 04:55 PM   #19
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This must be so frustrating for you. I know I would be really upset too if my brand new vehicle had an issue like this.

Taking a step back, if the dealer is making your first payment for you and the part fixes your vehicle, then in the end this will be a somewhat minor inconvenience. However, if you continue to have issues, then you will be more than half way to the 30 days of service within the first 24,000 miles and you will be able to use the lemon law. Only time will tell...

One thing you might be able to try is when it gets closer to the time when your vehicle will be ready is to talk to the manager and explain in a calm manner how this experience has taken away the joy and excitement of a new car delivery. Explain how your confidence that your new Audi will be dependable enjoyable transportation is very low. Let him know how this experience has made you feel. Then tell him about a couple of accessories that you would like for your new Audi. Ask him if he can give you a special deal on these accessories. Let him know this would go a long way in restoring the joy and excitement that a new car should bring. I bet the dealer will give you a great price on these accessories.

Again, I understand your frustration and hope things work out well for you.
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Old 11-27-2013, 05:53 AM   #20
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The fact that the part needed to be ordered is a good sign that this is not a common problem. You were the unlucky one here but it must not happen that often to keep them in stock.
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