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Thread: Wolverhampton Audi - Dealer Complaint Advice

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  1. Wolverhampton Audi - Dealer Complaint Advice 
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    Hi,

    I'd really appreciate any advice on the following complaint (I'll try keeping it short!):

    The Enquiry (1 week before picking up my new A5) - I call the dealership having seen this car advertised online. It doesn't come with Bluetooth or any type of interface for my iphone. Having previously seen a friends 2012 A5 with Bluetooth connectivity for his iphone with the ability to view track names and control his music via the car, I enquire if its possible to have this installed on the model i was looking at. At this point I made it very clear that viewing track names and controlling my music source was very important to me. The sales person then said she would 'look into it' for me.

    I received a call back, unfortunately this couldn't be achieved as i would need the HDD Sat Nav system installed which was a further £2500. However I could have the next best thing called 'Bluetooth Extreme' installed which would do what I wanted. Bluetooth Extreme would let me make calls and enable me to see and control my music through the car, Yaaay! At this point I'm quoted £470 to get this installed which I accept.

    The purchase - I'm shown the car and given a demo of Bluetooth Extreme. I can't control my music or see track names! Rather frustrated I ask why and the response I got was 'oh it must not work on this model'. A call was made to a colleague after which I was told to go and buy an AUX cable which would solve all my problems. I'm thinking at this point 'ok not exactly what i wanted but if the price of an AUX cable gets the job done then fair enough'. I ask if there are any spare cables to test it out but get told NO.

    At Home - I buy the cable and nothing changes although I now notice a considerable increase in sound quality. Playing my music through Bluetooth Extreme only utilises my front speakers and to make matters worse Bluetooth Extreme takes priority over the AUX cable, so to listen to quality music (controlled by the iphone in the hands of my Girlfriend) I have to disable Bluetooth which means i can't make and receive calls.

    At this point I'm fuming and call Audi Customer Services and the dealership as I've clearly been mis-sold this Bluetooth Extreme. I get nowhere with the dealership but after several calls with customer services I'm told all can be fixed by paying a further £400. Bluetooth Extreme would be removed and Phone Preparation along with AMI would be installed. Now as far as i'm concerned I was quoted £470 to get this done so why should I pay for their mistake?

    I also received a call from the sales manager at the dealership who claims to have been in the room when I made my initial enquiry. Apparently he could hear me specifically ask for this Bluetooth Extreme and that at the time neither he or the sales person i was speaking to knew what Bluetooth Extreme was or did.

    I was so close to agreeing this extra £400 but after being lied to and pretty much called a liar I really dont want to pay. I expect to have what I asked for, for the price I was originally quoted.

    Now I'm left with no known options, the case manager at Audi Customer Services cannot do a thing as its a case of he said/she said.

    Having paid £25,000+ for this car I expected much better customer service, the sales people should be experts with knowledge of the various systems.

    Gutted, frustrated, angry

    As I said at the top, I would really really appreciate any advice on going forward from here.

    Thank You

    Kevin
     
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  2. Re: Wolverhampton Audi - Dealer Complaint Advice 
    #2
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    All my uneducated opinion, but;

    I would suggest giving them two options:
    1) removal of the Bluetooth Extreme returning it to a state as if it was never requested and refunding your £470 or
    2) return the vehicle for a full refund as it was not "as described".

    I don't think you have any rights to receive an upgrade unless you pay for it. That would fall squarely under a good-will gesture. They are not obliged to give you what was initially agreed if it was an honest mistake, but they are obliged to refund the money you paid if it was mis-sold.
     
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