Audi Of America Customer Service

[mhagens]

Sucks. They were rude and hung up on me. Their reps won’t return calls - claiming they had the wrong number - which I know they don’t.

I’m just some slob that owns a 2014 A6 so what do they care. Or at least that’s how they made me feel.

I love my car, but I’m tempted to be done with this brand.


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[cW6mT mKviGLi]

I'm starting to feel the same way. I read so many horror stories about horrid dealership experiences and AOA basically says that you are on your own.

Good luck with whatever challenge you are facing.

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[digdah]

My experience has been totally opposite. Each time, although they did not really help cause my car was TD1, they were very professional and thoroughly explained the reasons why. I was also polite and for one call I gotta goodie begin the mail, the other I got some extra things credited for that I had replaced.

So question is were you rude and belligerent?

[bknewtype]

My experience has been totally opposite. Each time, although they did not really help cause my car was TD1, they were very professional and thoroughly explained the reasons why. I was also polite and for one call I gotta goodie begin the mail, the other I got some extra things credited for that I had replaced.

So question is were you rude and belligerent?

+1 ur own tone often sets the tone for the other

[ramaraju]

I'm not sure what issue you are facing but I had a good experience too. Let me know if you need a POC and I can PM you one to see if he can solve whatever issue you're facing with...

[Valpo A7]

My last car was a Chevy and I had issues with the brake booster in reverse. After researching the problem and finding out there was a recall on it I checked with the dealer who said your VIN does not fit our recall parameters you must pay for the repairs. I called Chevy Customer service and got the same don't care attitude from them.

The problems and praises are out there for all manufactures.

In 2018 alone Audi delivered 1.8 million new cars to the entire world. Right now there are 4,683 users and guests online here at Audizine. That amounts is 0.25% of their sales for just MY 18. In the big picture even collectively we don't really matter enough to Audi to impact anything they do.

[mhagens]

My experience has been totally opposite. Each time, although they did not really help cause my car was TD1, they were very professional and thoroughly explained the reasons why. I was also polite and for one call I gotta goodie begin the mail, the other I got some extra things credited for that I had replaced.

So question is were you rude and belligerent?

I was a little harsh towards the end of this last call, but not to the point of being unprofessional.

Here is my story.

I have the timing chain tensioner issue. The one that has a TSB out on it. I bought my car used from an Audi dealer in Feb 2019 - it had 37k on it. Not a CPO. There was no timing chain rattle when I bought it or at least I didn't notice it.

In early July, I started to hear the rattle on cold starts. I assume it was the timing chain, but took it to the dealer to be sure. The confirmed it was and noted there was a TSB out on it. They said it doesn't pose a risk to the engine, it's just an annoyance. They said because your car is just out of warranty, you should call AOA and see if they will extend it to fix the known issue.

So when I got home - early July - I called AOA and started an incident report. The rep was very nice and sympathetic and said she may be able to help but needed to run it up the chain and research the problem further. I said great, really appreciate your help. About 3 weeks go by and I didn't hear anything. Wasn't surprised, new it was going to be a process, but I called in to get an update. They said they were still working on it and would be in touch in about a week or less. But she said it was looking like good news and they would probably cover it. Perfect. I'm still happy, they are still helpful.

Another 3 weeks go by and I call again. This time the rep said they tried to call me several times, but had the wrong number.

This is where I become suspicious.

They obviously have caller ID and can link my claim to my phone number. I know because when I called them to check they didn't ask for any info, they had my incident pulled up when the rep answered the phone. The only way to id me is by my phone number.

I still gave them the benefit of the doubt and said, ok, I understand, no problem - what is up with my incident? The rep said that the person handling my claim wasn't in and I really needed to speak to her for an update. She said she would leave her a message and she would get back to me the next day or following at the latest with an update. I confirmed my phone number was correct in their system this time.

I hear nothing.

Called today and the rep said I was denied. I understand why I was denied, that's not my issue. Yea, it sucks, but I get it. I'm pissed because I had to call and find out. I said why didn't I get a call back about this, rep said she doesn't know. I said well I woant to speak with the original rep and she said sorry, she is gone for the day, but I will ask her to call you back and explain it to you. I said I would like to speak with a manager and discuss with them. She said no managers are available and offered no other options.

This is when I get pissed. I said look, this is extremely poor customer service and I want to know why no one will call me back. No response. I said, I want a call back from your manager either today or Monday with an explanation. She said Ok, we will try and then hung up.

No goodbye, no have a nice weekend, nada.

[DoItAllGarage]

Unfortunately, all cust service are hit or miss. You would not even have to hassle with this nonsense if you have a more dependable vehicle to be honest.

[digdah]

Ok the last rep was a little out of order and you have a right to be unhappy with your treatment. You have to be with the frame of mind that they owe you absolutely nothing since you are out of warranty and TSB's don't extend your warranty either. You did your bit and asked they took forever as they did mine (almost 8 weeks) to the point I was sure they were not going to do anything then a check showed up in the mail for way more than I expected. Report your issue on the NHTSA website and if enough people do the same Audi might be forced into a recall. That, honestly, is your only ammo out of warranty sadly.

[doublezero30]

why was the last rep out of order? because you didnt get what you wanted? how do you know they werent out of the office? you got your answer to your question and stated you understood the decision, but you still want to complain more to someone else....

[digdah]

I only say the last rep was out of order because they hung up on the customer (so they say) which is a no-no in the customer service world.

[Jivoz123]

I CAN 100000% say that ive had a shitty experience with them too.. Called them regarding the brakes on my 2018 a7. told me to go to a dealership as they are the ones that handle the repairs. went to a dealership they told me to politely go f*&* myself. called them back to explain what happend at the dealership and they told me im on my own pretty much.... most likely the last audi i will get because of this shitty experience with AOA and the dealerships.

[Brooklyn]

Opposite experience with AOA, but the local dealer on the other hand has become a complete cluster and has us considering leaving the brand. Wife has a CPO 2014 Q7. The also sold her on that platinum warranty crap. Within the original B2B, the rear view mirror falls off one day. Just simply fell off the windshield. Dealership repairs it under warranty. Fast forward to about the 65k mark about 2 years later and it falls off again. This time, they won't repair it. Claims it's interior trim and not covered. Tells us proper repair requires replacing entire windshield and mirror assembly to the tune of $1k plus (windshield was not replaced during their previous repair, so that's either BS or it wasn't done properly the first time). Wife and I push back. Rear view mirrors aren't supposed to fall off the car. Argue CPO plus the other warranty. Service idiot's response is "It's expected that certain trim is not covered by the CPO warranty." Call bullshit and tell the wife to call AOA. AOA customer service rep is just as incredulous as us. The promise to call the dealership and get back to us. Took them a while and a couple of angry follow-up calls mainly because AOA apparently had similar difficulties getting through to the dealership. Eventually they make contact, and end result, order dealership to replace mirror as a good-will repair by AOA. Wife picks up car, adjusts mirror as soon as she gets inside and it falls off again. Again, they repair it and this time it holds, but we're not confident that shit is going to last all that long. Dealership was a complete cluster and reflective of my experiences so far with Penske owned Audi dealers. Unfortunately for us, the two closest dealers are Penske owned, and in DC area traffic, there's no freaking way we're driving all the way to Silver Spring Audi, which would take likely 2-hours during the rush hour to reach. AOA customer service was GTG. Audi dealership...has me reconsidering the RS6 Avant and leaning to either MB E63 Avant or Tesla Model S. Problem is, they are likely just as shitty. Should just buy a damn Camry and slowly kill myself.

Sucks. They were rude and hung up on me. Their reps won’t return calls - claiming they had the wrong number - which I know they don’t.

I’m just some slob that owns a 2014 A6 so what do they care. Or at least that’s how they made me feel.

I love my car, but I’m tempted to be done with this brand.


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[mhagens]

why was the last rep out of order? because you didnt get what you wanted? how do you know they werent out of the office? you got your answer to your question and stated you understood the decision, but you still want to complain more to someone else....

Lol. You missed the point. I’m fine with the answer, I’m more pissed that they didn’t call me back. That I had to call them 3 times after they said they would call me. Just bad follow-up.


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[mhagens]

I only say the last rep was out of order because they hung up on the customer (so they say) which is a no-no in the customer service world.

No calling customers back is very poor cs


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[maxeffect]

My experience Audi's customer service started out less than stellar. When I felt that it was going nowhere, I took all the communications, combined them and sent them to all the Audi of North America top executives I could find emails for. Within three days, I was given a direct contact person and detailed course of action that Audi was going to take investigating my concerns. All was resolved to my satisfaction in about two weeks from that point.

My suggestion would be to research who is the rep for the region your in and their boss. Do most if not all communication by email. If you are unable to get your issue addressed, it only takes a little time to find out the Audi's top executives names. A little longer to get their email addresses. For me it all worked out.

Best of luck

[cohenfive]

I guess I've been lucky in my interactions. When I bought my used RS7 I had some questions on a couple of features as well as CPO status. They were very helpful and responsive. Did they give me the answers I was hoping for...no. But they gave me the correct ones and sent me info on the features I was asking about. My dealer (Concord Audi in Norcal) has been pretty terrific so far. We've had other experience with them as we've had Audis for a while now, and at least this dealer on the service side has pretty much done whatever they could realistically do to make things right. The dealer recently was acquired by the same company that owns the BMW dealer next door that I've used for a very long time, and maybe some of that good service has rubbed off on the Audi dealer. Whatever, I guess I'm fortunate on both counts, at least so far.

[vrod]

Weird that they don’t just do the TSB... over here in europe, they are forced to do any outstanding TSB’s on your car, unless you reject it... and usually they are supposed to be free as they recognize their responsibility?

[Kevin1]

I have been very, very happy with Audi over the years. They have always gone above and beyond.

[QuattroNewb]

Love them!

Granted, I've only had my '17 A7 CPO for just under a year, and have dealt with them no more than a handful of times. And not all of those calls were issue-related; if anything, they were "Hey, I'm a first time Audi owner and I have some simple questions...". Every interaction I've had has been pleasant, and they've always gone above and beyond.

Dealerships, however, are another matter. Not my local dealer where I have my car serviced (they're awesome), but the dealer where I purchased my car. They gladly took my money and essentially stopped taking and returning my calls! It's out of my frustration in dealing with them that I reached out to Audi of America and discovered what excellent Audi customer service was.

[Shuga]

I have not been happy with the experiences I’ve had from Audi corporate... You can’t get anywhere with them. They read off a script. It’s very disappointing. Never had these types of experiences with BMW.


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