Worst dealership experience ever!!!
Original Post: 6-21-17:
"So, my wife and I pulled the trigger last year and bought 2 new 2016 Audis at the same time from our local Audi dealership. She selected a Q5 and I chose the S6. (For reasons that will be obvious later, I cannot name the dealership at this time). This morning we took my car to the dealer for the one year service. It only had 2400+_ miles on the odometer! (I had been using another daily driver for commuting to the office this year and to help transport our new baby so don't give me a hard time). My wife's car was at the dealership already getting running boards installed. My wife was ahead of me as we entered into the Audi dealership service bay. I pulled in behind her. I got out and was met by what I can only describe ads a goofy, lanky teenager in an Audi baseball cap that looked like he just finished his sophomore year of high school. I was stunned for a moment when he asked me if I had an appointment and for my keys so that he could pull the car up further in the bay. In retrospect I should have pulled the car up myself but I handed the guy the key, and went inside to my service advisor to pay for the running boards on my wife's car and to check in for my service. The service advisor came out to the service bay, escorted us to her Q5 and I then returned back into the dealership while my wife was putting in the baby seat and getting into her vehicle. I turned around and walked into the dealership. I had planned to stay there and do some work on my laptop for an hour or so while they did the service on my S6. No big deal, right? WRONG!
A few minutes later, as I was on a conference call in the swanky Audi lobby, my service advisor came over with a super pale face and asked to speak with me. I finished my call and went over to his desk. He could barely look me in the eyes and slowly said, "I am sooooo sorry Mr. _______but our service attendant hit the wall with your car." I thought he was joking at first but my heart was in my throat as he escorted me back to the service bay where I saw the damage to my pristine Mythos Black, previously-flawless S6! Members, as you can imagine, I would quickly get kicked off this board if I were to share with you the gutteral explicatives that came gushing out of my mouth when I saw my car. "How in the _____ did this happen dude?" I yelled at my service advisor as the mechanics who were quietly performing the one year service on my car just kept their heads down as they worked. The service advisor apologized repeatedly and profusely to me. But I wasn't mad at him. It turns out that it was the goofy teenager looking dude from the service bay that wrecked my car! It took all the composure/maturity that I had not to go out to the service area, find that kid and use his head to make more dents in my car.
Of course, I then had to go through the cliche'd routine of speaking with the service manager who promised to "take care of me" by having the bumper removed a new one installed and repainted at "the only shop they trust to do their R8's and S8's (you can imagine the hand gesture that I am making right now). But I refused and asked for the General Manager whom I had dealt with when my wife and I bought the cars. He was out of the office until late in the afternoon. So, they put me in a new Q7 loaner and promised the GM would call me to discuss this situation. All the while I saw the goofy kid from the service bay out of the corner of my eye just lurking and wandering aimlessly around the service area.
In the meantime, instead of putting a dent in the loaner like I felt like doing, I contacted the Audi Customer Experience line and made a formal complaint. The "Customer Advocate" was shocked when she heard my story and assured me that this matter was to be escalated. Given my experience with these corporate offices , I did not put much stock in that assurance. The GM called me later this evening and continued apologies on behalf of the dealership. He re-offered to replace the bumper, repaint it and reinstall the Xpel film. We went back and forth but to not avail. We have a call set up for tomorrow morning with the Audi Customer experience folks, so we will see how that goes. I will provide an update if anything materializes. But, I definitely would not recommend getting you Audi serviced at this dealer.
Nothing stays new forever. It is only a car and it is good that no one wast hurt, but the LAST place that you would imagine to have your car banged into a wall is the dealership where you are taking it in for service. Dings and scratches perhaps, but a wall.....c'mon man, seriously?
Posted: 6-28-17:
One more thing! I am getting ready for a business trip, so since my car is locked, garaged and covered awaiting repairs, I pulled out the SIM card from my dash cam and loaded it into my computer just to check out the footage from all of the videos. Guys...........I saw the WHOLE crash on my dash cam (Blackvue 2 channel). I forgot it was running! That kid that crashed my car is a total BOZO!
As far as I am concerned, the dash cam has paid for itself many times over. I am glad I hooked up the Celink extra battery so that it is running 24/7 front and rear all in HD. GREAT evidence should one ever need it in court. Highly recommend that you guys invest in a system if you haven't done so already.
Now...............lets see how the repairs go.
Posted 10-17-17:
UPDATE:
So...................get comfortable, clean your eyeglasses and pour your favorite beverage because I have a story to tell ya. Here is what has transpired since my original 6-21-17 post.
On 6-23-17 (after much back and forth) the GM at the stealership agreed to order a new front S6 bumper skin from Audi, have it painted at the shop of my choice, have new XPEL PPF installed/replaced on the front and install new 2017 red front and rear brake calipers. I was given a new Q7 loaner for use until repairs were completed. My car remained in my garage at home until such time as the parts came in and the dealership would first flatbed the car to the body shop for paint and then to the custom shop for PPF and then flatbed back to the stealership for installation for the brakes and then flatbed back to my home to exchange it for return of the loaner. Seems kind of fair, right? Please read on.
On 7-7-17 I received an email from the stealership stating that the calipers that they had ordered from Germany were damaged and that they had to order new ones which would get there "soon." So, I waited. After hearing nothing for a couple of weeks or so, I emailed the stealership for a status but no response. I had several trips for work and some family vacation during the month of August, but heard nothing from the Audi stealership during that entire month. So, on 9/1/17 (after calling the Parts Manager at the stealership and finding out that the parts had actually finally arrived) I sent a detailed email to the stealership GM and service manager outlining what repair schedule would work for my work schedule. The car was picked up by the stealership's flatbed at my home on 9-11-17 and taken to my chosen body shop. No problems there. Then on 9-25-17 it was taken by the stealership's flatbed to the PPF installer's shop for the front end film. No problem there. The on 9-26-17 my care was taken from the PPF installer's shop to the stealership for the installation of the red calipers, alignment, diagnostics and calibration of all front end elements (ACC, alignment,cameras, sensors, etc.). that took 2 days and then on 9-28-17 the stealership's flatbed brought my car back home to my house. The stealership sent a driver the next day to pick up the Q7 loaner at my home. BUT.............HERE IS WHERE THE ADDITIONAL FUN STARTS.
When the stealership's tow driver unloaded the car, he scraped my front wheel (think really bad curb rash)! Thus requiring yet another call to the stealership GM and a whole song and dance before they agreed to replace the wheel! Since I was planning on getting a total PPF wrap on the car, I arranged for the stealership to have a tech go to the PPF installer's shop this morning when the car would be on a lift or jack; take the wheel off and then take it back to the stealership; mount and balance the new tire and wheel combo, return to the PPF installer and remount the tire/wheel combo. Easy peasy, right? WRONG! WRONG! WRONG!
Folks, I got a FRANTIC call late this afternoon from the PPF installer (a really amazing guy who does unbelievable work) telling me that the dorkwad of a "technician" that the stealership sent out has just overtorqued the lug nuts on my wheel and has stripped the hub! WTF?!!!!!! I thought he was joking-----especially since he was ribbing me just this morning about all of the crap I had to go through with this car and the stealership. Sadly, he was serious.
This latest in a series of @#$%ups by the stealership necessitated yet ANOTHER call this afternoon with the stealership GM, Service Manager, Service Advisor and Parts Manager which resulted in yet another repetitious series of meaningless apologies. The stealership is now having another loaner delivered to my home tomorrow morning; sending a flatbed to pick up my car and the PPF installer and take it back to the stealership for installation of a wheel hub and other parts and then flatbed it back to my home!
Simply put................this stealership sucks! It is like watching a clown car at a circus and waiting to see just how many moronic clowns they can pile into a car(or come out of the car) and all the while you have foot the bill for the circus. I am not a fan of the circus.
My car has only 2700 miles on the odometer. I have had their loaner Q7 for 3 months and put over 5K miles on it. I will NEVER buy a vehicle from this stealership again and advise that neither of you do. I can't write exactly how I feel because I would get banned from this community.
Like BB King sang, "The thrill is gone......"
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Originally Posted by MoJo S6
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