Rear Shock Absorber

[Snibo]

Is Leaking.

Garage ordering a new one as they have none in stock.
Will be fitted under warranty.

Awaiting call-back in due course to have it replaced.

 

[Snibo]

One week later and still no call from Audi.
How long does it take to order / receive a Shock Absorber ??

Not too enamoured with the Audi Product to date.

 

[cuke2u]

I guess none in stock...

 

[Snibo]

I guess none in stock...

Yes, I forgot I was dealing with a Worldwide (supposedly) Premium Brand Company and not Local Joe's Autos.
Also, such a specialist part - not many of these lying around.

I need to learn more patience !!

 

[cuke2u]

I had to wait two weeks for my dmf to be replaced, 10 days for a themostat housing on my mk3 focus. They just don't keep these parts in stock like they used to. Premium brand or not, it's all the same...

 

[veeeight]

Why would anyone think Audi was a premium brand

They have some cars in the range that are a premium product, yes, eg A8 but as a "brand" - premium? No.

They are used as taxi's in much of the world for goodness sake

 

[kingbilly]

Why would anyone think Audi was a premium brand

Because that's what Andre Konsbruck, Audi's Brand Director, would have you believe -

Commenting on his new appointment, Mr Konsbruck said: “The UK already ranks as the fourth largest market worldwide for Audi, and its sales are still rising. As our range expands, and our brand image continues to strengthen, I really look forward to continuing the excellent work undertaken by Martin in collaboration with our Audi partners to realise our ambition of premium sector leadership in the UK.”

 

[veeeight]

More marketing b*ll*cks

 

[kingbilly]

More marketing b*ll*cks

Indeed it is...but a nice quote to ram down Audi's throat when they mess customers about...particularly in relation to the "rattle" issue.

Yes...I own an S3...and no...I don't think Audi are a premium brand. Time may well change my mind if and when I have a serious problem...but that depends on how they deal with it.

 

[veeeight]

Have to say, Mercedes dealers (service) are in a different league.

We all know things go wrong. It's how you deal with them that matters. The Mercedes dealers (from my experience) just can't do enough to try and put things right.

 

[Snibo]

Seems like my (misplaced) expectation of Audi was far greater than they can in reality deliver.

Can already definitely say that my next car isn't going to be an Audi.
Other (cheaper) Brands have certainly offered a better Product / Service over years of ownership - I'm only 8 months into Audi.
Can honestly say that I am disappointed with the whole experience - again, maybe my expectations were set too high.

Good news though is that due to the Audi Experience, I now know what Gummi Pflege is and where to apply it !!

 

[Brasso]

I remember when I bought my first Renault Megane the window actuator packed up and was waiting 4 weeks as there work non available other than at the factory, which were all allocated to production. The dealer ended up taking one off a showroom car to save me waiting any longer.

 

[Snibo]

Got bored of waiting for Audi to 'phone me regarding progress so 'phoned the Service Department yesterday.
Part still on "back-order".

Booked in for the replacement for Tuesday 19 May.
That's nearly a month since the issue was identified.

Plus, I may still get a phonecall if the part hasn't actually arrived by this date to cancel / re-schedule.

On the positive side, I'm finally learning / understanding what patience is so my virtue score must be increasing ?!

 

[veeeight]

Not good.

 

[Snibo]

Didn't get a call-back as promised (why aren't I surprised !!) confirming the Part had arrived, so 'phoned Audi on Monday to check.

Yes, part has arrived and booking for Today still valid.
Service Girl explained that the part may now NOT be fitted as Warranty as the Warranty Criteria is very strict / rigid.

Car dropped off today - be interesting to see whether warranty applies or not at 1630 hours.
My immediate thoughts are the fact that Audi are conditioning me with the hint that warranty may not be applicable will turn out to be the reality later today.

Does Audi really think that "fair wear and tear" on a rear shock absorber after 9 months / 8k miles is appropriate ??
If so, I hope they've fitted a Ford / Vauxhall / Volvo / insert name here part as these last for many years / 50k miles plus.

 

[veeeight]

That is such poor service.

Springs are covered under warranty.

Shock absorbers are covered under Audi Warranty, but not VW Warranty.

https://www.audi.co.uk/owners-area/...nties/audi-warranty-terms-and-conditions.html
http://www.volkswagen.co.uk/owners/plans-and-policies/factory/terms-and-conditions

You can wave those Warranty T&C's under their noses.

 

[Snibo]

Well, that was a surprise - even by Audi Standards.

Arrived at 1630 hours to collect the vehicle.
Told to wait for 5 minutes while the Service Girl fetched the keys.

Came back to say that no work has been carried out today.
Yes the Shock Absorber is leaking although it's not leaking bad enough to warrant changing.

Told that I've still got over 2 years warranty left, so "when it gets worse" then they'll consider changing it.

What I can't understand is that they identified the problem on 21 April 2015.
They told me that they would order the part and replace under warranty.
They book me in and let me take it all the way to the garage and leave it there for the day.
Now they tell me that it isn't bad enough to change it yet.

Is this really the Audi Experience

 

[Dtwm1]

A strongly worded email to Audi CS should sort that I think, 3 trips to the dealership with a fault they know you have is a bit much.

 

[S3118]

Bad service,a leaking shocks is MOT failea .

 

[Snibo]

E-mail sent to the Audi Contact Services.
Not sure it'll do any good.

Beginning to wish I'd bought the Focus ST now

 

[J4MMYz]

Holy hell, what dealer is that? They sound awful. I wouldn't even stand for them telling me they haven't done anything, I'd demand that it is changed under warranty and that's that. Dealers are such tossers

 

[Snibo]

Holy hell, what dealer is that? They sound awful.

Swansea Audi

 

[Snibo]

Had a Call from a very nice Lady from Audi UK today saying that they are looking in to it.

 

[Snibo]

Had another Call from another very nice Lady from Audi UK on Friday 29 May to say they are looking in to it.
Didn't realise that a leaking Shock Absorber was so complicated / hard to resolve for Audi.

She is going to 'phone me again on Tuesday 2 June 2015.

Initial fault highlighted by Audi on 21 April.

I haven't needed to use Warranty on any of my cars for around the last 10 years, maybe 15 years (5 cars / 5 different brands).
Then I bought an Audi - 8 months in and this joyous experience.

Is it usual to have this sort of hassle with Warranty / Replacement parts ??

 

[veeeight]

Only if the dealer is being particularly difficult.

I can't see what the problem is.

New car.
Leaking Shock Absorber.
Change it under warranty.

Job done.


Your experience is not a good example of good customer service.

 

[Snibo]

Call received from Audi UK. Swansea Audi to make contact shortly.

Swansea Audi called and explained the reason for the issue.
Mechanic Number 1 deemed Shock Absorber needed to be changed under Warranty.
When taken back in for the work to be undertaken, Mechanic Number 2 deemed Shock Absorber not leaking bad enough to warrant change.

Aftersales Manager very reasonable and understood why I am concerned about Leaking Shock Absorber and that I have received conflicting information / advice. He explained that ALL Shock Absorbers leak to a certain extent and indeed, are designed to do so.
Going forward he advised that if a Customer has been told that work needs to take place and a vehicle is brought in for this work, then the work will take place regardless of any difference of opinion between Mechanics.

The good news is that he has offered to replace the Leaking Shock Absorber under warranty to provide reassurance to me that the Shock Absorber will now be new. Taking it in on Friday 19 June 2015.

Really pleased with the Service Assistance from Audi UK.
Had to use them twice now in 8 months and both times they have delivered the goods.

 

[veeeight]

But why do you need to escalate it to Audi UK for a simple leaking shock absorber?!

It's shocking.

 

[Snibo]

Seems to be the Audi Experience for me.

Audi UK 'phoned this morning to check all okay.
They are going to 'phone again after the work has been completed to ensure all went well.

Can't praise them enough - wish I could take the car direct to them.

 

[Snibo]

Just to close the loop on this particular saga.

Car returned on Friday 19 June as agreed.
Shock Absorber replaced under warranty.

Very pleasant experience from the Service Staff - although to be fair, they have been sound all the way through.
Just a very long-winded way for a very easy repair.

Sad part is that this "issue" caused two people in my office not buy Audis (an S1 and a Q3) as they planned to do.
They have gone with Mainstream Brands as they too expected far more of the Audi Brand / Name.
My workplace has circa 5000 people in it, which sounds a lot, although it's amazing how quickly information / gossip / etc can get around the buildings.

Anyway, thanks to Audi UK once again and indeed Swansea Audi for eventually getting to the end game.

 

[jaypers777]

Every car manufacturer/dealer should take a look at Lexus. From a customer service perspective, they are in a different league. I only really bought a second one because of the service. Ultimately ended up bored with their cars and am now in mid-life crisis mode, hence the S3, but nobody can touch them.