A Sincere request for assistance

I have been a customer of AUDI for several years, so far the services have been impeccable, but last week Thursday (29/03/2018) I encountered some really poor customer service & dissatisfaction.

Below is a break-down of my scenario.

On the 28/03/2018 I called Audi Fourways and booked my car in for the 30k km service I received a booking for the 29/03/2018 Attached is an sms received from the dealership confirming my booking and time of check-in (Annexure 1) Been extremely delighted that I received a booking on such short notice, I arrived at the dealership at 6:30 AM on the 29/03/2018. From the sms I understood that even though I arrived at 6:30am I will be only attended to after 7am

However Upon my arrival my car parked straight of one of the sales attendants desk (Chris) Chris could clearly see that I was there since 6:30am Around 6:55am another car pulled in behind me and to my dismay Chris went straight to the driver behind me and assisted him. I remained in my car, obviously feeling very insignificant. Another lady came in behind the car which Chris was attending too, He then walked over to that lady and I felt as though I did not exist I have never felt so demoralized before. I do not understand why I was not even greeted by Chris prior to him assisting the vehicles which came AFTER ME This AUDI staff member made me feel as though (irrespective of the time I arrived) my business was still not good enough for AUDI Please feel free to view the video footage at AUDI Fourways to further understand my disappointment and feelings of insignificance. A service technician then assisted me and notified me that booking in cars is not part of his job as he works in the service department. After checking my car in I was then dropped off at work where the driver also noticed the disappointment which I encountered.

Please note that during this time I did not meet Jaryd - I only left the dealership after 7:30am.

At 9:59am I then missed a call from the dealership When I called back I was transferred to Jaryd I who notified me that my car was going in for the service I requested the time which the service will be completed and what will be done on my car and was assured by Jaryd that he was call me once the service is completed MY QUESTION TO AUDI IS "IF A CAR WAS AT THE DEALERSHIP PREMISES AT 6:30AM WHY IS IT ONLY BEEN SERVICED AT 9:59AM? PLEASE EXPLAIN WHAT HAPPENED FROM THE TIME THE CAR WAS EVENTUALLY BOOKED IN TO 9:50AM? At 13:30 pm I then called the dealership AGAIN to follow up on the call which I did not receive. Jaryd then informed me that he will go check up on the status of the repair at the service department I then received a call stating the THE TECHNICIANS ARE ON LUNCH When I asked what exactly is been done on my car I was told diagnostics are been run. ANOTHER QUESTION AUDI - HOW LONG DOES IT TAKE TO RUN DIAGNOSTICS? please consider the time frame mentioned above. After requested a time of collection Jaryd indifferently said that I must collect my car at 4pm. This was outrageous! After asking Jaryd why is the service taking so long Jaryd had the audacity of asking me "Who did I inform that I need the service to be done sooner?" When I mentioned that no one was there to check my car in (consider the statement made by the service technician that it is not his job to book cars in) Jaryd then said that is not possible AGAIN AUDI - HOW DO YOU BOOK CARS IN TO A PERSON THAT IS NOT PRESENT AT THE TIME OF CHECK IN? I was again highly offended by Jaryd's tone of the conversation and requested that my car be taken off the service and requested to collect it immediately. (Annexure 2 - screen shot of calls made and received from AUDI fourways) I collected my car around 2:45 pm - not serviced only washed!!!

Calls to AUDI SA - The most inefficient call center I have ever dealt with. At 8:10 am on the 29/03/2018 I called in Audi SA ********** 838 I lodged an official compliant about the negative behavior from Chris. I then received an sms confirming the receipt of my concern and a direct contact person (Leizl's contact number) - Annexure 3 At 13:54pm I called Leizl's direct number (I called from my land line ********** ) to inform her that I am not getting any joy out of the dealership and would like to collect my car Her number rang and I requested a call back. On Annexure 2 you will see that my call was returned at 14:41 pm - Hows that for efficiency? I then informed Leizl that I am going to collect my car and will not like to have any form of confrontation at the dealership. I JUST WANT MY CAR BACK! Leizl then called the dealership and called me back notifying me that the car is ready for collection. My questions were "Is the service done?, What happens is my car is damaged in any way?" I was reassured by Liezl that if this occurs I must call her. At 15:13pm I tried calling Liezl's direct number from my cell - As usual there was no answer. I then called in AUDI SA again and requested that she calls me back immediately as my car is scratched. Below are the screen shots of my call log as well as pictures of the dent and scratch on my car (If the pictures are not attached it will be sent on another e-mail). I HAVE RECEIVED CALL FROM LEIZL THIS MORNING (11:14AM) - AGAIN THIS IS NOT ACCEPTABLE CUSTOMER SERVICE

I trust this is not the way that AUDI wishes to conduct business with valued customers—I have been with AUDI for years and have never encountered such treatment before. I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring.

I look forward to hearing from you.

I am most annoyed of all the time and calls which I have wasted at AUDI and it is sad to see how *********** their staff is.