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Hi all, it is a bit drama here, I am not satisfied with Audi quality and result given by Audi Stoke. I will update the outcome with ongoing comms with Audi UK, any comments or recommendations welcome!
Dispute on Stoke Audi - Q7 17reg
to caring, m.scott Fri, 24 Jul, 13:59 (3 days ago)
To whom it may concern,
I, am writing to dispute recent experience in Stoke Audi on my Q7 reg DU17 xxx.
It is my first time ever purchasing a used approved vehicle from a main dealer as feeling given rest assured on quality and service to be provided for such a new and pricy family use car.
It is alleged over 100 point checks and serviced before I had the key in June 2019，no modifications or 3rd party parts replaced and latest service has been done in Stoke Audi as instructed. Only 8000 miles I have done in the last 12 months and barely driven during lockdown period (over 3 months).
The overheating symptom first time presented on 08/07/20 when my families went to safari park, on way back it hits traffic jam on gear 1 and 2 slow motion about 20-30 minutes, temperature gauge revs to 120 degree with smell of burn on window open, meanwhile, start/stop not functional since. Vehicle stopped immediately to cool down and no drive after.
Stoke Audi logged the report and booked inspection on 21/07 morning(I called out GreenFlag recovery and left the car in Audi garage on 20/07), Jake is very kind however, he phoned me there is no issue found by technician and the vehicle has been running over 30mins. I advised to check further on cooling fan and if there is monoxide presented in cooling system(My independent garage friend recommended me to check), in the afternoon 22/07, Jake came back with me that cooling fan is not working because of wiring faulty, and instantly told me this is not covered in warranty. In terms of start/stop faulty, technician Simon mentioned it is brake sensor malfunction and will be replaced.
Another thing annoying me when I called DVLA for road tax renewal and was informed ownership never transferred to my name since purchasing the car! For the last 12 month I have no V5c logbook in hand, until Lloyd helped me a few days ago to redo owner transfer!!
I went to Cargo 4 Service, one of the best reputed independent garage in Stoke on 24/07, they proved CO presented in cooling system, he shows very unbelieve treatment I received on this incident and doubt how this can happen to such a new car, whist Jake mentioned, with Audi Stoke over 10 year professional and experienced technician and service team inspection, not seen a leak anywhere, overheating is only related to fan not working. By the way, start/stop is not working still even confirmed its fixed by Audi Stoke.
I am now deeply concerned about this Q7 situation. If I keep driving it on a daily basis what will happen, I trust the main dealer. I trust Audi as a quality brand. But it let me down already, another 4 year finance I am paying, it is gonna be a disaster if the head gasket gone because of my trust in your Audi "professional trained staff" words.
Augment/dispute points here:
1. Warranty ended on 25/06/20 but over 3 month lockdown merely driving the car, the incident ONLY presented and can be seen on back to normal life again, no extended warranty offered? not fair to me;
2. Overheating incident did NOT draw me a clear conclusion why this can happen on such a new and low mileage car, and confirmed no issue found in the initial call until I advised to check cooling fan;
3. I showed deep concern on monoxide presented in cooling system but Stoke Audi refused to look into further, alleged temperature gone up ONLY because of fan failed to work at low speed;
4. V5c logbook ownership could be never done until I phoned DVLA found out, Stoke Audi customer careless raises my concern;
5. Nice staff but poor service and experience received;
Solution I am seeking:
1. re-inspection by authorised technician from another Audi dealer and triple confirming A)if there is head gasket leak or not, also B) investigation on reason of overheating incident cause and C) start/stop still not working after brake sensor replaced;
2. if investigation report shows there is a leak or other mechanically failure, I request exchange same spec vehicle with extended 12 month warranty;
3. waive the cost on this incident includes £624 from Audi, £105 Green Flag roadside recovery.
Please feel free to ring me mobile 07863990433 or email back for more details, looking forward to hearing from you soon before I forward this dispute to Audi UK.
Very confident reply on Stoke Audi branch behalf and showed good support and trust to your member of the team.
Are you confident if I request Audi UK to have another branch investigation for the leak check, are you confident that I am driving another 12 months without engine lights on or head gasket with an issue?
It is a big headache when facing an engine problem, no garage wants to touch rebuilding a V6 engine, so does Audi. Dare you provide me another 12 month mechanic warranty cover? If nothing happens I pay you back. I am not confident in such cases you have dealt with, it did not convince me well.
Also where is an apology for "human errors" you made- V5c logbook only to be transferred when I ask DVLA after 12 months ownership? Start/Stop still malfunction after checking and repair? Cooling fan is not working only when I suggested checking then realised?
Please face these questions and I believe me not the first person asking you nor Swansway where your SLA has been assured.
Thank you for your email outlining your vehicle concerns. I can confirm that both coolant systems were checked and fluids analysed which raised no concerns at all. The overheating issues as correctly stated happened after a spell of the vehicle sat at idle, Audi do not use and do not recognise using water gas test systems due to the coolant used within our vehicles and the de-ionised water within a sealed coolant system. The water is sealed around the heater systems and coolant exchange valve is working perfectly so there is no risk to the occupants of the vehicle or the vehicle itself.
All warranties be it manufacturers or extended have items that are not on cover from day one or expire at time/mileage elements I can confirm that wiring is not covered by the vehicle warranty policy. As long as a vehicle maintains its full manufacturers servicing to the schedule then we will always assist our customers where possible and extensive diagnostics time was used to establish both cause and fault which was not recharge to yourself but absorbed to minimise your personal costs.
As with all things mechanical there is a chance that things will go wrong or not work as you anticipate them to, our technicians are full factory trained and accredited so there is no one better that knows your vehicle inside out than the staff who currently work here. Please be assured we have a fully clear and transparent system which was used to show you by video exactly what was causing the issue on your vehicle.
We trust you will come to enjoy many more years of continued reliability and enjoyment from your vehicle
Thank you for copying in Swansway Garages to your email correspondence to Stoke Audi.
I have followed the responses from both our Aftersales and Sales team and am confident that both departments have addressed your raised concern. Both Managers who have engaged in this email thread have answered with understanding and knowledge of your vehicle. Our Sales Manager has personally offered an apology for the V5 discrepancy.
We are in full support of Martin’s suggestion for a second opinion at an Audi dealership, outside of Swansway Garages, if this is something you wish to pursue for further confidence in the vehicle.
It seems an endless argument with Audi Swansway Group, they are not helpful and not willing to admit a 3rd party oil leak test result. I have no choice to purchase extended Audi warranty which cost me another £600 to cover my concern.
Audi UK is not responding my email but I will update here if they do. It is a shame how Stoke Audi treated customer and human mistakes they made is terrible experience.
'The water is sealed around the heater systems and coolant exchange valve is working perfectly so there is no risk to the occupants of the vehicle or the vehicle itself.' That sounds like a comment made by someone who isn't a trained technician. If the engine overheats and CO is found in the coolant, the issue is not about occupant safety; it's about the fact that detectable CO in the coolant indicates a leakage from the combustion chamber to the water passageways and will result in...wait for it...overheating.
'The water is sealed around the heater systems and coolant exchange valve is working perfectly so there is no risk to the occupants of the vehicle or the vehicle itself.' That sounds like a comment made by someone who isn't a trained technician. If the engine overheats and CO is found in the coolant, the issue is not about occupant safety; it's about the fact that detectable CO in the coolant indicates a leakage from the combustion chamber to the water passageways and will result in...wait for it...overheating.
Thanks Dave, it is not helpful reply from Audi UK also, asking me to get another branch to inspect further if I am not happy with Stoke Audi statement, all cost will be on me even if there is indeed a (engine seal) leek found as it is out of manufacturer warranty.
It seems this topic will not go further and I have no choice but purchased Audi extended warranty for another year.
07-27-2020, 03:03 PM
2017 Q7 overheating and dispute with Stoke Audi
