main dealer issue

[matharu3]

hi i just purchased a new a3 from a main dealer in canary warf and had some very bad service. it was a used approved car but it took the main dealer over three weeks to get it delivered to me. can anybody please message with a main audi contact number or an address where i can send a complaint letter to or can advise me on what i can do to send a complaint to audi? thankyou in advance

[tlionhart]

I know exactly who you're talking about. Docklands Audi. I too have had very bad service on a 'used car'. Go straight to Audi UK. 0800 699888

If you don't mind me asking, but what exactly have they done?

My dad brought a car from them, nothing but agro! Ok, they sorted the probs out... eventually! I mean after Audi uk contacted them and told them to sort it out! Take no mercy on them whatsoever. I know another guy who bought an RS4 from them (used) and had a prob. It all seems to be the same case. 'damaged' bodywork! By the way, don't let the service they gave you hinder your interest with Audi. This dealer really knows how to ruin the brand! (we even had a local dealer on our side to get the work done...but audi uk wanted it done at the place where it was originally brought.)

[matharu3]

Yes it was docklands audi!!! They just annoyed me so much..its been over three weeks and its true that i'm kinda getting put of off buying the car. Although i still like The car and hope they get it sorted and i'll take it but i just want something done about the whole bad service i've recieved and hopefully audi head office can sort something out.

I went to look at the car (9th may 2009) first and i liked it. There was a few stone chips on the bonnet, two of the wheels needed refurbishin and on the driver side right rear wing the was some of the paint laquer peeling off. We made a deal and i was then told that the work required on the car would be done and then the car would be ready for collection by the following week (16th may 2009). I left a deposit on the 9th may and went back the following week as i was told the car was ready. I had a look at the car and the stone chips on the bonnet were still visible and the job done was very poor. The rear wing was sorted but instead of the laquer problem there was a bigger mark on the car bout 8-9inches long. Its a silver colour car and it was quite visible. Me and my dad had a few words with them and asked to sort the problem and compensate for us coming down to look at the car. We live in london but had to travel through central london to get to canary warf which took us two hours on a saturday!! They didnt want to compensate and we therefore just left the car and told them we wanted our deposit back but we was told that we had to contact them in writing to get it back. We just left it and on the way back the salesman called us asking what was going on with the car whether we still wanted it or not. I told him that the work required needed to be done and then from there the car needed to be delivered to me. He agreed and said the car would be delivered by the 20th may 2009. I recieved no phone calls all week and i decided to call them myself and left several messages for the salesman to contact me but i was getting no luck from them. On friday he contact me in the mornin telling me the work had been done on rear wing and just the bonnet was left and it would be done by about 10.30am on that friday and therefore the car would be delivered by the afternoon. i recieved no calls all day until i contacted them again myself about 4.00pm and again i couldn't get hold of him. I hung up and thought i'd give him an hour to see if he'll contact me and i did recieve phone call about 6.00pm telling me that the bonnet had just been completed now and then the car would be instead delivered on the 26th may 2009 (tommorrow) as it was too late for the car to be delivered now. I hope its sorted because i really like the car but i am really dissapointed with the service i've recieved and i want something done about it!

Did you have the same bad service with docklands audi?

[tlionhart]

yes, we did. My dad wanted a used A3, and gave me the job of finding one for him. I found him the car he wanted. I live in west london, driving to canary warf can take a while, having to drive half way round the m25 and back in. It's mileage and time. We made the trip 4 times! (the dealer itself by train isn't a prob)

Basically, we got the car. It looked like the perfect buy! Anyway, got it home and my dad went to put some stuff in the boot...and noticed some clips and screws were missing. (he used to be a vehicle technician for audi so they had trouble trying to fob him off!) He said straight away to me 'oh dear oh dear, i think they have removed this body panel' So he started inspecting it closer. There was orange peel, so the car had blatantly had a re-spray job or some work carried out to the bodywork. He spoke to the after sales manager and said 'ok, if it had a re-spray job, not a prob. But who ever done it hasn't done it to audi standard. Im bringing it back and want it done.' Unfortunately, we ended up speaking to loads of different staff! Sadly though, the salesman wasn't able to help, as he passed away a few weeks later. So it was having to bring it in again and someone else to look at it. My dad was in exactly the same position of just saying, 'screw you!' and wanting the money back. It's not like they didn't do the work, they still were hopeless at resolving the damage. To add salt to injury, the constant 'us' having to call them. Ok, i know they get busy, but surely a quick call to us wouldn't cause harm? We got the car back after the 2nd repair...all was going well. But then began noticing rust on the underside of the car!(luckily changing the alloys, as i didn't like them on my car, so gave them to my dad. Thats when we noticed it) Back we had to go. My dad just had a few stern words with the manager and getting to know someone else who brought a car from them with a similar prob. We were a line close from taking them to trading standards. 'approved used car', my dad said 'who approved it? Stevie wonder?'
Anyway, he put us in touch with the body repair manager who was going to deal with it. (oh, i think audi uk got in touch with them too, as we informed them. They were helpful and called us few days. And said that they will make sure its sorted.) The body repair manager was helpful too. They dropped a nice car off and said use it with un-capped mileage. They drove my dads car back to some repair centre in Essex. (gave it back to us with full tank of fuel!) The body repair gave us a call and said they wern't happy either with the current repair of the car, so were gonna keep it longer to when they thought it was standard. (which helps to know they are helping!) Got the car back. Happy with it.

Then the bloomin clutch went! (on a 55 plate) yes, they replaced it no prob. Although its not covered. (too new to go!)

He still has the car and is happy with it. But just so much work and so many visits. Audi UK even called us back after the repair to see if we were happy and the service we got from them. As you are probably reading this, im sure it only needs to be a paragraph long! But they really let it escalate!

[matharu3]

I don't understand how they can be a main dealer in Canary Warf and give us service like that? Do u reckon i should still go for the car? Everything else seems ok just the bodywork has not been done properly. I'm going to contact Audi Uk tommorrow and explain the situation to them. Hopefully they'll help me out and try to compensate for all the hassle that i've recieved. I still can't believe its taking them 3 and half weeks to get the car sorted for me!!! Your problem seems very similiar to mine. I wonder how many people have had this problem from the very same dealer?! I live in Slough and i know the Audi main dealer here and i'm sure they'll never give bad service like the Docklands Audi! I was going to contact my local Audi first but i think i should go straight to Audi UK.

How long ago did you purchase the car?

[tlionhart]

slough audi (aston green) is top notch! My last A3 had a few problems, thats were i took it. They sorted them out no problem. Also the staff are friendly and helpful! It really boils down to how tough the spec of car you have bought? If it's something available somewhere else then it may just be worth rejecting the car and buying nearer. (slough, camberley or walton.) It really would be worth talking to Audi UK to get the ball rolling. At the end of the day you want hassle free motoring. Also it depends how you feel about the situation. Only because of a personal bad experience with the ESSEX group im not buying from them or recommending them to anyone.

On top of that i wanted a new A3 so went to Stansted Audi as i saw a model that interested me (ex-demo). Only after taking a brief glance at the brochure i noticed it would be cheaper to own a new full spec s-line! I mentioned it to the salesman, who tried to get some ££ knocked off. But his manager said no. So i listed a new A3. They tried to rip me off on the PCP finance. I mean £480 p/m on an A3? nice try. Then figured they were part of the same group as Docklands Audi. (no dis-respect to the salesman at the time, who was friendly and extremely helpful.) Decided to forget it and bought it from Walton Audi (surrey). Who had no problem with giving me the car for my preferred finance.

I just get the impression that DL audi are a bit on a high horse. Just because they are in the heart of the business centre, they think they can take the mic out of their customers. For a start, they had a car up on their used section. The s-line badge was missing...you would have thought they would stick it on before taking pics?

Besides, i thought our situation was a one off...it just goes to show they keep doing it.

UPDATE: I just brought this topic up with my dad. He said stone chips or damaged alloys are a little hard to rectify as it's general wear and tear. Especially on a used car. However the lacquer is a problem. He says your car probably got repaired by the same bunch of idiots who do botch jobs! He said the car doesn't get checked on DLs audi site. Instead it goes to like a compound/repo centre where they do the checks. Its about 10 mins down the road. They check the car out. Just like you he was let down as on both the Audi website, audi used section/centre states 'approved' and the over 100 checks! He didn't bother privately because he didn't want the hassle. Instead he was shocked with what he got. It's not 'approved' if it has problems. He said you have 30 days or 1000 miles to give the car back. No quibbles. (its in the handbook you get) If your not happy. They don't have to sort stone chips or scuffed alloys. But they must sort paint defects to audi standard. If your not happy with this, then yes now is your time to reject the car. He also said, when you get the car inspect it. Open the boot, door seals, bonnet. And check that things arn't missing or looking odd to the other side of the car. Such as missing bolts, screws, trim, etc. This can indicate a major repair. Unfortunately not all repairs get recorded on that accident form. (like minor repairs, but the panel is required to be removed to be re-sprayed, etc) Check under the car, the lower bit to see if any bolts are removed/missing, rust around the arches and under carriage. Compare to the other side of the car. It sadly is a nuisance these problems. If your beginning to get second thoughts, i guess now is the best time to quit while your ahead. Or take it and give it a chance, but make sure you don't go past the 30 days/ 1000 miles.

What model and spec did you go for?

[matharu3]

The spec is a 54 plate 2.0 tdi sport with the black half leather and suede leathers. The mileage is 53,000. It also has the bose system and is a brilliant condition (interior). I've been looking for a model with the bose and the leathers but they are really hard to find. Like your dad said, i didn't want the hassle so i went straight to the main dealer thinking i'll get a 'used approved car'! I also knew that if i had any mechanical problems i could go straight to any audi dealer. Docklands audi had the car up for about £10,000 and i got it down to £9500 and got the bodywork repaired (well it was supposed to be repaired!). What do you think of the price and the spec i'm getting?

You know you said you have the 30 day/1000 miles to give the car back..is that only on mechanical faults?

Its funny how the always say that 'our cars go to the Audi Appoved Bodyshop', but the always come back worse than before?!

What do you think of the DSG gearbox? I ain't had drive in it as of yet but i think i'd rather go for a manual.

I was also thinking whether i should spend a little more and go for an s-line.

Your right about Aston Green Slough, they are much better to deal with.

[tlionhart]

the 30 days / 1000 miles is the return policy. So if your not happy (in general) you can give it back. They would rather try and exchange it for another model. Then give you the money back. But if thats what you want, then you can have the cash back.

If your the kind of person who's going to keep doing the car up, your best with the s-line. Its done for you. What you got sounds like an excellent buy. I know how you mean, just getting the bose is tough enough!

Reading that you'll be more interested in paying a little extra and going for an s-line and your preference is a manual. You may just be best of rejecting it. Did they give you the policy booklet, paperwork? It should be in that. It will explain the 30d/1000m thing. It seems like you do have it, as the aftersales manager said about writing a letter to cancel. (how you cancel a contract. If you do, send it recorded.)

If you do intend to reject it, just tell them straight. You'll now prefer to go for a bigger car. You're let down that what you thought was an approved car, wasn't. The s-line is worth it in my opinion. Just them little extras. If say slough audi have a car you like, docklands can still get it for you.

I use to have a 1.6 sport on a 53 plate. Leather isn't everything in my opinion. My new one is leather sides and cloth in the middle. It's comfortable in my opinion.

[matharu3]

Yh mine is the leathers on the sides and suede in the middle. I ain't recieved the handbook as of yet..maybe because i haven't paid the full amount yet! Its hard to find a decent manual s-line model. People don't want to sell them lol. Its like you have to by them new! So the 30d/1000m thing sounds like a money back garuntee whatever happens. Like if i drive it for a week and i'm not happy with something then i can definately get my money back In a way i want to reject it because of the service but in a way i don't as well because of the spec and the price im paying for it. But i guess i can go for it and just check it out properly and make sure i don't go over the 30d/1000m thing. I still intend to contact Audi UK and hope to get some kind of compensation for all the havoc Docklands Audi have caused me!!!

[tlionhart]

i guess i can go for it and just check it out properly and make sure i don't go over the 30d/1000m thing. I still intend to contact Audi UK and hope to get some kind of compensation for all the havoc Docklands Audi have caused me!!!

Yes I agree. Thats why i also don't bother with used any more. Im too fussed about the options on the car. With a new one you can have it built to spec. Besides a year or 2 down the line, a new version comes out. At the end of my contract term (3yrs) ill prob buy another new car of diff model.