moptisam2
10-06-2008, 11:19 AM
How do members find dealing with Audi Customer Service (head-office)?
Since my new A4 should be available to pick up at the dealers towards the end of this month, about a week ago I contacted the dealer to ask him where the car is. I got the rather confusing reply " checkpoint 4. Checkpoint 8 being the final stage". Since this did not tell me anything, except that the car was in the process of manufacture, but certainly not how long it would be until checkpoint 8, I rang Audi head office customer service and spoke to someone there. She said "your car is now at checkpoint 8. It has been made and is ready to ship from the factory. If you ring next week, we will be able to tell you precisely where the car is". (This is the type of customer service Audi could be proud of, and the standard they should maintain.)
This morning I rang and my blood pressure went up a few levels higher than it probably should.
I was first told that the car has not yet been made. I was then told that it is "in the factory". I pointed out that one of her colleagues last Thursday had told me that it was at checkpoint 8. (finished) and that, upon her colleagues advice, I am now ringing up to find out where it is. She didn't seem to know anything about "checkpoints" and that the dealers have their own ways of monitoring build progress. I repeated that it was HER colleague who "updated” me on the car's progress, that at the time of talking to her colleague it had advanced from checkpoint 4 and that it was at checkpoint 8.
She suggested I talked to the dealer. I had tried to ring him but got no answer.
To my repeated question, she could not say why her colleague had told me about Checkpoint 8. I may as well have spoken to the wall.
Rather annoyed, I told her that as I speak German I would ring Audi and complain about this example of appalling customer service from the head office. I phoned Audi in Ingolstadt and whilst the lady there could not give me information (yet) on where the car is, she did understand why I was so annoyed and that such an attitude to a customer’s enquiries is not acceptable, and she said that in a couple of days someone would give me a precise location of the car.
I will report back when I hear something. (Note I am not saying IF...)
Since my new A4 should be available to pick up at the dealers towards the end of this month, about a week ago I contacted the dealer to ask him where the car is. I got the rather confusing reply " checkpoint 4. Checkpoint 8 being the final stage". Since this did not tell me anything, except that the car was in the process of manufacture, but certainly not how long it would be until checkpoint 8, I rang Audi head office customer service and spoke to someone there. She said "your car is now at checkpoint 8. It has been made and is ready to ship from the factory. If you ring next week, we will be able to tell you precisely where the car is". (This is the type of customer service Audi could be proud of, and the standard they should maintain.)
This morning I rang and my blood pressure went up a few levels higher than it probably should.
I was first told that the car has not yet been made. I was then told that it is "in the factory". I pointed out that one of her colleagues last Thursday had told me that it was at checkpoint 8. (finished) and that, upon her colleagues advice, I am now ringing up to find out where it is. She didn't seem to know anything about "checkpoints" and that the dealers have their own ways of monitoring build progress. I repeated that it was HER colleague who "updated” me on the car's progress, that at the time of talking to her colleague it had advanced from checkpoint 4 and that it was at checkpoint 8.
She suggested I talked to the dealer. I had tried to ring him but got no answer.
To my repeated question, she could not say why her colleague had told me about Checkpoint 8. I may as well have spoken to the wall.
Rather annoyed, I told her that as I speak German I would ring Audi and complain about this example of appalling customer service from the head office. I phoned Audi in Ingolstadt and whilst the lady there could not give me information (yet) on where the car is, she did understand why I was so annoyed and that such an attitude to a customer’s enquiries is not acceptable, and she said that in a couple of days someone would give me a precise location of the car.
I will report back when I hear something. (Note I am not saying IF...)