Bad Customer Service and dubious Repairs

To whom it may concern...

We took our 2015 Audi A3 to the Audi Service Centre in Claremont after it broke down a few weeks ago and received the most appalling services.

From no reply to emails or phone call messages left and lack of feedback and updates... unless I called religiously. From shoddy diagnostic and cosmetic damage to the vehicle (which I am yet to receive feedback about the footage review).

I booked the vehicle into Audi as a breakdown/Non starter... Common sense would be to run a full diagnostic which they did not do. Starter Check/Battery Check.

They told us that the turbo needed to be replaced, at a cost of about R50 000, and we went ahead. A week after we got the car back it broke down again with the same initial complaint the car would not start, they immediately inferred that it was unrelated to the repairs that they did and we would be liable for new diagnostic... Implying that the driver must have left his lights on (Fine cheek to insult a customers intelligence that)

In desperation and out of sheer need the vehicle was booked in a again. Audi explained that it was a new unrelated issue (crazy coincidence) which then cost us another R5000.00 to fix.

When I enquired why this was not picked up with the initial diagnostic, was informed that they never ran a full diagnostic and electively chose to replace the most expensive part. Never mind the book in form that state vehicle breakdown which I submitted, what was the point of filling in this document?

The car has just broken down again for the third time, and is showing THE SAME warning lights as it was before. Now it looks like the battery – which means the turbo didn’t need to be replaced at all.

I have subsequently requested the second diagnostic report but have been refused as it confidential... How is something that we are paying for confidential?!?!

In addition to all this as mentioned before, when we originally dropped the car off it had a full tank of petrol and was almost empty when we got it back, and there is a scratch on the vehicle that wasn’t there before as we had just recently had minor cosmetic fix days before the breakdown. It’s been very difficult to contact them telephonically and via email.

The reason we take our cars to Audi, and pay a substantial premium for it, is so that we can rest-assured knowing that the job is going to be done properly and the service we are going to receive will be prompt and professional. Our experience has been the complete opposite.

Thank the lord legislation has been passed so that we never be forced to use Audi.

We will never bring our car back here and strongly recommend that other Audi drivers be very weary of this service centre.