Escalating an issue with Audi USA

[Jeff43]

Hello. I’m having a warranty issue and have a case opened with Audi USA, however I’ve been speaking with them for 3 weeks and have made zero progress. They state that they are working on it, even told me it was resolved, but my SA at the dealer has not heard from them, or when they do, it tends to be the exact opposite of what the Rep tells me. I’ve asked my customer experience rep to escalate the issue internally so I can speak with an actual decision maker but that request seems to fall on deaf ears. I’ve been without my ‘17 S3 for 4 weeks total and I see no light at the end of the tunnel.

Any direction on who or where to send correspondence via email or phone would be greatly appreciated.

[EuroxS4]

Since it's a 17' model it wouldn't be under any sort of warranty either way. Unless a certain part falls under a extension of a known issue. So I don't know what your looking to accomplish?? I would contact the dealer to find out what the status is of the repair or whatever it is your getting done. Find out wether its a logistics issue as far as having the parts to fix the vehicle or another issue. Your SA should be keeping you updated on progress on the vehicle or at least have a timeframe for completion. Unless its still being looked into. I think audi customer service is who you want to speak to. Other than that I think your beat. Audi Regional Reps rarely talk to customers.

[EvoToSQ5]

What is the issue your having?

I had absolutely no luck escalating the consistent issues we had with our 17 S3 that we ended up dumping it after the last warranty repair.

It was essentially a back and forth between Audi USA and the dealer. The dealer would tell me escalate to Audi USA and then Audi USA would say their hands are tied and it’s up to the servicing dealer so I gave up.


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[Jeff43]

The car is under CPO so there is absolutely warranty coverage left. Well, that is actually the crux of the problem.

The car was sold to me as a CPO vehicle from an Audi dealer. The dealer did their certification a few days before I bought it and although during the inspection/certification process the car was flagged as TD1, they still sold it to me as CPO (I have the cert signed and dated by me and my sales person and the whatever-point checklist). Audi rejected their certification however and I was never notified.

Fast forward to a month ago and my t-stat and water pump go; I have about 4 months left under CPO so I bring to my normal dealer and they tell me there is no coverage. I acquire screens from the SA’s system that show it was flagged as TD1 3 days before I purchased it. I called the GM of the selling dealership and no response. I open a case with Audi USA, provide all necessary documentation that proves the dealer knew or should have known or should have contacted me when it was rejected by Audi and they pursue the case. They contact selling dealer and my local dealer. After 2 weeks of barely any response to my calls the Audi rep calls and says repairs will be covered. I call my SA to check in and verify and he says no, they are still not covering. I’m trying to avoid getting a lawyer but with one call a week from Audi that results in no progress, I may not have another choice.

TLDR - dealer sold me a TD1 car as CPO; I have all necessary docs to prove it. Audi USA has been useless in helping even though they tell me I have a clear case against the dealer and repairs should be covered.

[EvoToSQ5]

Sounds similar to my situation as far as the run around goes. I got absolutely no where so hopefully you fare better. Keep us posted.


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[rowlands57]

Keep your fingers crossed for yet another class action suit against them for the on-going use of a know defective setup. I had mine go just out of warranty and Audi was of no help at all. I hope that a suit to cover our vehicles is started by some enterprising law firm as there are countless cases of these things failing.

[Pete Moss]

Audi/VW customer support is basically non-existent.
They want your $$ and seem to have no interest in cultivating any kind of loyalty.
My experience w/BMW was completely different.
The leverage they have is that their vehicles are cool as shit.
I don't think their support of their US dealers are much better, and it flows downhill from there.

[beebon619]

Hearing about all of these things from Audi makes me worrisome. I just purchased a '17 S3 4 weeks ago, some issues are now arising which I did not pick up during inspection of the vehicle. And I scheduled a service appointment with an Audi dealer that is in 3 months time.

[spacecase]

I am extremely suprised you keep pursuing Audi USA for this. Open up a case with the BBB and any other governing body. Reach out to the dealership owner and let them know what happened and you have all the necessary proof. They sold you a TD1 car with CPO certification and that CPO was useless from the start. Most CPO cars are marked up 2-3k. You absolutely should take this to the dealer.

If they're willing to take a hit on their reputation/reviews, let them. A t-stat and a waterpump are common to go out and should cost them a fraction vs what they would lose from you posting this incident on yelp/google. I would never want to purchase a car from a dealer that can't honor their warranty.

[noseyp]

Hearing about all of these things from Audi makes me worrisome. I just purchased a '17 S3 4 weeks ago, some issues are now arising which I did not pick up during inspection of the vehicle. And I scheduled a service appointment with an Audi dealer that is in 3 months time.

Buy a vcds cable from Ross tech so you can scan codes and try to diagnose in the mean time. I wouldn't go into to the dealer or a shop without knowing what the car is flagging. Things like a bad wheel speed sensor will Christmas tree the dash with abs, traction control, etc but vcds will quickly tell you its a bad wheel speed sensor on which wheel.

[S3DUDE]

I am extremely suprised you keep pursuing Audi USA for this. Open up a case with the BBB and any other governing body. Reach out to the dealership owner and let them know what happened and you have all the necessary proof. They sold you a TD1 car with CPO certification and that CPO was useless from the start. Most CPO cars are marked up 2-3k. You absolutely should take this to the dealer.

If they're willing to take a hit on their reputation/reviews, let them. A t-stat and a waterpump are common to go out and should cost them a fraction vs what they would lose from you posting this incident on yelp/google. I would never want to purchase a car from a dealer that can't honor their warranty.

Good luck with the BBB. I contacted the BBB for 3 different issues over the last 6 years, mainly to address safety concerns and health concerns on establishments. I tried phone calls and e-mails and I never got a response from any of the BBB offices in California and Arizona. You may have more luck if you go in person and physically file a complaint and get a carbon copy.

Another reasonable option is to file a small court claim. This later has an expiration date and it can become a torn on their shoe because they are obligated to respond in a timely manner and they have to provide an explanation and a resolution which takes time and hassle. it is just my opinion.

[R.Cade]

Sounds like this dealer is just not doing anything because there is no penalty for their in-action. If Audi cannot force them to make the repairs, and they say you have a 'case', I take it as it's time to get a lawyer involved.

[Boomerdw]

Seems pretty clear cut. The selling dealer should stand by their CPO banner. I understand another dealer and Audi USA not wanting to pick up the foul. Although it is poor service from Audi not standing behind their dealer. It nothing new though from stealerships. I bought a C6 corvette back when new. There would dead ants in the headlight housing. Salesmen said no worries they would take car of it. Came in and the sales guy is hiding out and the service department doesn’t know who to bill the work to. Went round and round and even got Chevrolet involved to no avail. I finally just gave up and tried not to pay attention to the ants carcasses. I know this was their plan but at a point it isn’t worth the energy. Btw I never did use the dealership for any service after. And I made sure they knew it. Lesson is don’t pay till problems have been addressed. Some dealers won’t work this way though

[AudiGeo]

Carvana sold my S3 to me and it was flagged “TD1 inactive”. Currently going through some BS with them as well. Good luck!


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