Audi of Fairfield SUCKS...here is why...well justified rant
07-02-2003, 07:36 AM
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Audi of Fairfield SUCKS...here is why...well justified rant
<center><img src="http://pictureposter.audiworld.com/44595/hca_rear.jpg"></center><p>Text from email to service advisor:
(Name witheld):
Before I address any of my concerns, I should first ask if my car started this morning? For the last two days it has been necessary to crank the ignition while pumping the gas for several minutes just to get the car started - it often stalls immediately after this. The check engine light was not on before this started happening. I fail to understand how a car with 65,000 miles (just 5,000 after a MAJOR service) on it that receives all regular/required maintenance can suddenly have such an issue with no warning whatsoever. I will have no problem authorizing the charge for the diagnostic work to be performed, however, I should point out that my consent is conditional. I will not pay $90 for you to reset the CEL and tell me that you could not figure out what the problem is, to then have the CEL come on the second I pull out of the parking lot (as has happened in the past). Hopefully, the cause of the CEL will identified and my car will be running as well as it did when it was purchased. (I would have a difficult time believing that the cause of this problem is NOT something covered under my warranty.)
As for the constant knock coming from the front of the car, I trust that the problem will be addressed and solved this time around. Following the previous service when I complained of the very same thing, I was told that no cause could be found. Strangely, when I got in my car to drive away I immediately heard the noise.
My major complaint regarding your message is your inquiry about the timing belt replacement. When my car was in YOUR shop for the 60,000 mile service I spoke to a service advisor (may have been you, but I do not recall) about doing this very same thing while the front end of the car was already apart, in the interest of saving myself a little money on all the labor that I know to be involved in this process. I am extremely disappointed to find that my fear about the honesty of the service advisor has in fact been confirmed. Perhaps you can tell me why the person I spoke to a few months ago told me that I should just wait to replace the timing belt...only to have you tell me the very next time my car is in, that it is something I should consider having done. I do not authorize any such work to be done at this time. Do all customers get this sort of treatment????
I grow frustrated with the service I receive every time there is an issue with my car. As my car accumulates more miles I find myself considering the purchase of a new vehicle. If you had asked me a few months ago what I wanted, my answer would have been: "I am waiting for the new S4 to hit US soil." Now, I find myself wondering: "Would I really want another Audi??" Do BMW owners have these problems? I have never heard anything that would indicate that.
I trust I will hear back from you soon and that we can get my car running and performing as I have come to expect and that I will receive service which resembles what I received when I purchased a car from you.
Thank you in advance for your attention to my concerns (and my service needs),
I received a two line half-a$$ response. and was lessthan satisfied.
I went to pick up my car yesterday after it being there for 4 days. While looking the car over as I always do before leaving I notice my brand new (replaced a week ago) front valence is scraped to hell.
When I called to complain my friendly service advisor had to call me back.
When He called back, he asked if I would split the cost. I told him there was no way I was paying for ANOTHER one. He said, ok, we will replace it but we will not service your car anymore... My reply: "Ok, I will find another dealership to buy my new S4 from."
It must be nice to be able to afford to turn business away.
What do you recommend?
Letter to owner of dealership and call to AoA?
(Name witheld):
Before I address any of my concerns, I should first ask if my car started this morning? For the last two days it has been necessary to crank the ignition while pumping the gas for several minutes just to get the car started - it often stalls immediately after this. The check engine light was not on before this started happening. I fail to understand how a car with 65,000 miles (just 5,000 after a MAJOR service) on it that receives all regular/required maintenance can suddenly have such an issue with no warning whatsoever. I will have no problem authorizing the charge for the diagnostic work to be performed, however, I should point out that my consent is conditional. I will not pay $90 for you to reset the CEL and tell me that you could not figure out what the problem is, to then have the CEL come on the second I pull out of the parking lot (as has happened in the past). Hopefully, the cause of the CEL will identified and my car will be running as well as it did when it was purchased. (I would have a difficult time believing that the cause of this problem is NOT something covered under my warranty.)
As for the constant knock coming from the front of the car, I trust that the problem will be addressed and solved this time around. Following the previous service when I complained of the very same thing, I was told that no cause could be found. Strangely, when I got in my car to drive away I immediately heard the noise.
My major complaint regarding your message is your inquiry about the timing belt replacement. When my car was in YOUR shop for the 60,000 mile service I spoke to a service advisor (may have been you, but I do not recall) about doing this very same thing while the front end of the car was already apart, in the interest of saving myself a little money on all the labor that I know to be involved in this process. I am extremely disappointed to find that my fear about the honesty of the service advisor has in fact been confirmed. Perhaps you can tell me why the person I spoke to a few months ago told me that I should just wait to replace the timing belt...only to have you tell me the very next time my car is in, that it is something I should consider having done. I do not authorize any such work to be done at this time. Do all customers get this sort of treatment????
I grow frustrated with the service I receive every time there is an issue with my car. As my car accumulates more miles I find myself considering the purchase of a new vehicle. If you had asked me a few months ago what I wanted, my answer would have been: "I am waiting for the new S4 to hit US soil." Now, I find myself wondering: "Would I really want another Audi??" Do BMW owners have these problems? I have never heard anything that would indicate that.
I trust I will hear back from you soon and that we can get my car running and performing as I have come to expect and that I will receive service which resembles what I received when I purchased a car from you.
Thank you in advance for your attention to my concerns (and my service needs),
I received a two line half-a$$ response. and was lessthan satisfied.
I went to pick up my car yesterday after it being there for 4 days. While looking the car over as I always do before leaving I notice my brand new (replaced a week ago) front valence is scraped to hell.
When I called to complain my friendly service advisor had to call me back.
When He called back, he asked if I would split the cost. I told him there was no way I was paying for ANOTHER one. He said, ok, we will replace it but we will not service your car anymore... My reply: "Ok, I will find another dealership to buy my new S4 from."
It must be nice to be able to afford to turn business away.
What do you recommend?
Letter to owner of dealership and call to AoA?
07-02-2003, 07:46 AM
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letter to AoA. That is inexcuseable, especially the part
where they want you to pay for 1/2 of the damage they caused, and refused to service your car afterwards. Is this the former continental audi or another one in the fairfield area?
07-02-2003, 07:49 AM
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I wouldn't of emailed them personally. Talk to people in person..
Call AoA if you wish to complain.
It's unreasonable to think a car can not have a problem after it gets out of service.
You can service a car today, do it by the book. And something happens, **** just happens. That's my point of view. You just need to take it back and figure out what's wrong.
Personally, I think you handled the situation bad. And that's probably why they are turning you away. I say find another dealer, and start over. You have to be realistic, they service the cars, not build them.
Try a nicer approach you might get better service. Not busting your *****.. but your email seemed rude and whiny.
Hope it works out for you.
jaime
It's unreasonable to think a car can not have a problem after it gets out of service.
You can service a car today, do it by the book. And something happens, **** just happens. That's my point of view. You just need to take it back and figure out what's wrong.
Personally, I think you handled the situation bad. And that's probably why they are turning you away. I say find another dealer, and start over. You have to be realistic, they service the cars, not build them.
Try a nicer approach you might get better service. Not busting your *****.. but your email seemed rude and whiny.
Hope it works out for you.
jaime
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07-02-2003, 08:06 AM
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Both...
letter to owner of dealership AND letter to AoA. Include copies of previous correspondence, and paraphrase what you can recall from phone conversations and personal visits to the service dept.
Realize, threatening the service dept. by indicating that you won't buy another Audi, will not impact them. Writing to AoA and the owner of the dealership indicating that the service department is indifferent to your concerns or the fact that you no longer want another Audi...that's more likely to have an impact (for you and the manager of the service department).
Be aware, when the service manager is confronted by the owner, he's going to paint a picture of a problem customer that can never be satisfied. Do everything you can to compose your letter to AoA and the owner in a manner that indicates otherwise.
Realize, threatening the service dept. by indicating that you won't buy another Audi, will not impact them. Writing to AoA and the owner of the dealership indicating that the service department is indifferent to your concerns or the fact that you no longer want another Audi...that's more likely to have an impact (for you and the manager of the service department).
Be aware, when the service manager is confronted by the owner, he's going to paint a picture of a problem customer that can never be satisfied. Do everything you can to compose your letter to AoA and the owner in a manner that indicates otherwise.
07-02-2003, 08:14 AM
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You probably get pendantic and obvious patronizing
reply to any letter you send to AoA and the Owner of the dealership. Maybe a letter to the AG itself explaining that AoA is ineffectual in their dealing with customers complaints of dealers will rattle a couple of miscreants.
CC a copy to AoA and the dealer.
CC a copy to AoA and the dealer.