Audi Centre Sandton going downhill

Hellopeter MENU Audi Centre Sandton going downhill A review of Audi Centre Sandton by Nick E on 5 Jun 2018 Like Share Comment Report Supercharge Convert Audi Centre Sandton going downhill While you say “in the interest of customer service and consistency”, I feel Audi center Sandton should have a work shop between all departments to find what that truly means to each individual and each department within your organization, as those “values” are definitely not lived throughout your organization consistently.

Let me give you some context. I booked my car in for its regular service in December last year, with an added request to identify and fix a noise that was coming from my car every time I pulled off. I was informed when I picked up my car that it was indeed the clutch and that it needs to be replaced. It was stated that the clutch will be replaced but the part needed to be ordered from overseas and would take between 6 to 8 weeks to deliver. After waiting approximately 4 to 5 months for this clutch, with no feedback or progress on why it was taking so long. The only time I got feedback was when I called to ask what was the progress, and after escalating it to your service manager to handle the issue, even then I had to make my own call for follow ups.

Once the clutch finally arrived and after being messed around with a date, my car went in to replace the clutch. This took approximately 4 days, only to be informed when I could come fetch the car, that actually the clutch wasn’t changed because now the procedure has changed, which meant they had to explore every other possibility around the clutch before they can change it, i.e they apparently change some setting around the gear box, correct me if I am wrong. I was told the noise was gone as after it was taken for a test drive they could no longer hear a noise. Once collecting my car, on the way to work, the car made the very same noise, so no the problem was still in fact not fixed.

I had to wait an additional 3 weeks to a month to take my car in for the third time, due to the fact that, one, the service department was always fully booked, which makes me believe Audi in fact isn’t that reliable, two I had to wait for availability of a courtesy car, as I could not survive 4 days again without a car.

As of yesterday I had now been waiting 7 days for my car. I only received feedback on progress on Friday stating that the clutch had been replaced and they were just finishing up, and was told I will be called back stating when I can come collect my car, however I was once again disappointed with no call, and once again I had to call yesterday (Day 8) in order to get feedback on what is going on.

Upon calling yesterday, the person I usually dealt with was off sick, which is completely understandable, so I requested someone else, as they can simply, or so I thought, check on their system and give me an update. After being told I will be called back within an hour, I was not called back. I then tried around 5 times to get hold of this person, and failed each time, with each time going through reception, leaving my details, each 5 times, promised I would get called back. However, once again, I am still waiting, for my feedback.

We now stand at day 9, and I can only assume, based on my previous countless encounters with Audi Sandton, that I will indeed again be disappointed by their service and LACK of customer service and consistency .

Throughout this disappointing journey, I have dealt with over 6 people, and each have portrayed the same negative principles or values, ones which I am certain, Audi do not uphold and strive towards. This makes me believe it isn’t just an issue with one individual but rather a culture that has been created between departments, that needs serious attention, before it becomes detrimental to your organization.

I am utterly disappointed and disgusted by the behavior, customer service, sense of urgency and friendliness that I have received from Audi center Sandton over the last 7 months. I may just be one individual, but I can assure you, I will be using my circle of influence to raise this issue with the greater, current and potential Audi customer community to ensure they also understand what is truly happening as well as so they don’t have to deal with the same disappointing behavior before spending a fortune on a car and being promised “superior customer service” just to find out there is nothing superior about it