My brand new 2018 SQ5 - In SHOP more than on the road so far!!!
11-20-2018, 06:16 PM
#62
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Sorry for your problems. In my experience, having arbitrated a claim and ultimately sued under the Lemon Law in Michigan, my advice would be to seek legal remedies and skip arbitration if able. I arbitrated my claim with a letter from the VP of customer relations stating they would be happy to buy back my vehicle and the arbitration board failed to follow to deem the issue worthy of repurchase. I ended up having to sue under the lemon law and after ONE YEAR my case was settled very favorably for me. This was not with audi however. The claim was for a toyota! My experience would lead me to believe the longer they delay, the lower the cost as they follow a simple mathematical equation to calculate the residual value of your vehicle including tax, title, license, extended warranties purchased. This figure is weighted towards mileage and in michigan is vehicle specific (some hold value better than others). Fortunately for me, i recorded the mileage when the vehicle actually fulfilled the legal definition of a lemon. This may matter little for you as your vehicle has so few miles but might factor in if "off the lot" depreciation is high. At any rate, your patience is praise worthy. Best of luck.
11-20-2018, 06:47 PM
#63
MAN...I am very surprised by the way Audi USA is treating you. This would seem to be a no brainer for Audi...swap the vehicle for a new one. The damage being done to
their reputation is immeasurable. I can't understand, in this day and age with the internet, why Audi would allow this to happen.
Quite a few disappointed Audi customers on this forum I'm sure. (Including me)
their reputation is immeasurable. I can't understand, in this day and age with the internet, why Audi would allow this to happen.
Quite a few disappointed Audi customers on this forum I'm sure. (Including me)
The following users liked this post:
Skitchr007 (08-03-2019)
11-21-2018, 03:22 AM
#64
I thought I was finally getting the vehicle back today (Day 29 in the shop). Dealer texted in the AM to say they fixed the car, the error codes were gone, and that all they needed to do was test drive the vehicle and get Audi quality control to release it. Unfortunately, I then got a call from the service manger a couple hours later letting me know the cam adjuster error was back after a short test drive. @*#!... so close. I am like Charlie Brown and Audi is Lucy with a football. Dealer says everything has been replaced and engine timing adjusted exactly as per Audi engineering but the engine is still throwing error codes. I was told not to expect any further update until Monday or Tuesday next week because they’ll be waiting on the Audi Field Service manager or Audi Engineering (one of those) to advise them further.
In the meantime, I’ve still heard ZERO from Audi since I made my request on Nov 2nd to have them swap the vehicle - outside of that generic e-mail I got from them on the 5th telling me they’ve “escalated my request to the Customer Resolution and Retention Team for further analysis”.
I e-mailed them on Sat asking them to provide a status update. No reply.
I called Audi customer care today. Here’s how my conversation started…
Me: Yes, I am calling to check on the status of my request to replace my new SQ5 which has been under repair since 10/22.
Audi Customer Care: “I am sorry to hear you’re having trouble with your Q7.”
Me: Sigh
After a hold, they came back on the line and said something like ‘that department is still discussing how to resolve with the servicing dealer and someone will contact me as soon as a decision has been made’.
And of course I’ve heard nothing from DCH Audi Calabasas because they don’t care about their customers.
Tomorrow I hit the magic 30 day mark that the car has been under service, at which point the vehicle can be presumed to be a LEMON in the state of California. I’ve already started a case with the Better Business Bureau which handles the California State certified arbitration program.
So Audi is looking at my case and saying even though this guy drove our car off the lot which immediately broke down, and has been without his vehicle for 30 days, and our engineers have no idea how to actually fix the car… we’re not going to do anything about it. Seems they’re stalling in hopes the vehicle gets fixed so they don’t have to swap it… but wish in one hand and **** in the other, and see which one fills up first. Next step, arbitration. Class act, Audi. Class Act.
In the meantime, I’ve still heard ZERO from Audi since I made my request on Nov 2nd to have them swap the vehicle - outside of that generic e-mail I got from them on the 5th telling me they’ve “escalated my request to the Customer Resolution and Retention Team for further analysis”.
I e-mailed them on Sat asking them to provide a status update. No reply.
I called Audi customer care today. Here’s how my conversation started…
Me: Yes, I am calling to check on the status of my request to replace my new SQ5 which has been under repair since 10/22.
Audi Customer Care: “I am sorry to hear you’re having trouble with your Q7.”
Me: Sigh
After a hold, they came back on the line and said something like ‘that department is still discussing how to resolve with the servicing dealer and someone will contact me as soon as a decision has been made’.
And of course I’ve heard nothing from DCH Audi Calabasas because they don’t care about their customers.
Tomorrow I hit the magic 30 day mark that the car has been under service, at which point the vehicle can be presumed to be a LEMON in the state of California. I’ve already started a case with the Better Business Bureau which handles the California State certified arbitration program.
So Audi is looking at my case and saying even though this guy drove our car off the lot which immediately broke down, and has been without his vehicle for 30 days, and our engineers have no idea how to actually fix the car… we’re not going to do anything about it. Seems they’re stalling in hopes the vehicle gets fixed so they don’t have to swap it… but wish in one hand and **** in the other, and see which one fills up first. Next step, arbitration. Class act, Audi. Class Act.
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Skitchr007 (08-03-2019)
11-21-2018, 05:58 AM
#65
Use social media. Shame them in the Audi FB/Twitter feeds. Something like "Why has my new Audi with 200 miles on it in the shop for 30 days - and Audi won't replace it" and with that picture of it apart in the dealer's shop. Nothing motivates more than a non-confrontational post to a social feed to generate a response.
When people return TV's because there is a couple of bad pixels, you're far past the reasonable point where Audi should replace the vehicle.
I would also email
Jamie Dennis
Senior Vice President, Product Quality, Technical Service and After Sales
Here is his LinkedIn
https://www.linkedin.com/in/jamie-dennis-67b263114/
And his email should be: Jamie.Dennis@audiusa.com
When people return TV's because there is a couple of bad pixels, you're far past the reasonable point where Audi should replace the vehicle.
I would also email
Jamie Dennis
Senior Vice President, Product Quality, Technical Service and After Sales
Here is his LinkedIn
https://www.linkedin.com/in/jamie-dennis-67b263114/
And his email should be: Jamie.Dennis@audiusa.com
The following users liked this post:
Skitchr007 (08-03-2019)
11-21-2018, 06:06 AM
#66
Use social media. Shame them in the Audi FB/Twitter feeds. Something like "Why has my new Audi with 200 miles on it in the shop for 30 days - and Audi won't replace it" and with that picture of it apart in the dealer's shop. Nothing motivates more than a non-confrontational post to a social feed to generate a response.
When people return TV's because there is a couple of bad pixels, you're far past the reasonable point where Audi should replace the vehicle.
I would also email
Jamie Dennis
Senior Vice President, Product Quality, Technical Service and After Sales
Here is his LinkedIn
https://www.linkedin.com/in/jamie-dennis-67b263114/
And his email should be: Jamie.Dennis@audiusa.com
When people return TV's because there is a couple of bad pixels, you're far past the reasonable point where Audi should replace the vehicle.
I would also email
Jamie Dennis
Senior Vice President, Product Quality, Technical Service and After Sales
Here is his LinkedIn
https://www.linkedin.com/in/jamie-dennis-67b263114/
And his email should be: Jamie.Dennis@audiusa.com
11-21-2018, 06:30 AM
#67
AudiWorld Junior Member
Thread Starter
I mentioned this to you in an earlier post, pursue the Magnusson Moss law. If you go this route there are no attorney fees until case is settled, no money out of your pocket and honestly if Audi is served with papers I bet they will just offer to replace the car at that point and they will be liable for all attorney fees. Either way they have broken the law. This is a much easier route than going through the lemon law.
11-21-2018, 08:03 AM
#68
Thanks floridaman100! In addition to having already filed all the arbitration paperwork (that case is now active), I am also in the process of getting an attorney. Audi will be getting served with papers by next week - for certain. I didn't see a downside to doing both. The arbitration is not binding to the consumer and I can reject the outcome or just stop the process at any point if I want.
11-21-2018, 08:29 AM
#69
AudiWorld Junior Member
Thread Starter
Yes, binding for Audi not for me.
https://www.dca.ca.gov/acp/pdf_files/englemn.pdf
After your arbitration hearing:
• If the arbitrator is requesting additional information or an inspection of the vehicle, cooperate fully with the request and follow the instructions of the program.
• Once the arbitrator has issued a decision, accept or reject the arbitrator’s decision within 30 days.
• The claim will close once you accept or reject the decision, however, if the manufacturer is required to perform an award, the arbitration program must verify the performance of the award.
• If you disagree with the arbitrator’s decision, you may reject the decision or seek legal advice from an attorney as to what legal options are available to you.
• If, after the hearing, you seek an additional warranty repair attempt, you may refile for arbitration with the program during the eligibility period
https://www.dca.ca.gov/acp/pdf_files/englemn.pdf
After your arbitration hearing:
• If the arbitrator is requesting additional information or an inspection of the vehicle, cooperate fully with the request and follow the instructions of the program.
• Once the arbitrator has issued a decision, accept or reject the arbitrator’s decision within 30 days.
• The claim will close once you accept or reject the decision, however, if the manufacturer is required to perform an award, the arbitration program must verify the performance of the award.
• If you disagree with the arbitrator’s decision, you may reject the decision or seek legal advice from an attorney as to what legal options are available to you.
• If, after the hearing, you seek an additional warranty repair attempt, you may refile for arbitration with the program during the eligibility period
11-21-2018, 08:50 AM
#70
AudiWorld Junior Member
Thread Starter
Sorry for your problems. In my experience, having arbitrated a claim and ultimately sued under the Lemon Law in Michigan, my advice would be to seek legal remedies and skip arbitration if able. I arbitrated my claim with a letter from the VP of customer relations stating they would be happy to buy back my vehicle and the arbitration board failed to follow to deem the issue worthy of repurchase. I ended up having to sue under the lemon law and after ONE YEAR my case was settled very favorably for me. This was not with audi however. The claim was for a toyota! My experience would lead me to believe the longer they delay, the lower the cost as they follow a simple mathematical equation to calculate the residual value of your vehicle including tax, title, license, extended warranties purchased. This figure is weighted towards mileage and in michigan is vehicle specific (some hold value better than others). Fortunately for me, i recorded the mileage when the vehicle actually fulfilled the legal definition of a lemon. This may matter little for you as your vehicle has so few miles but might factor in if "off the lot" depreciation is high. At any rate, your patience is praise worthy. Best of luck.