Audi Century City: Disappointing Service and Even Worse Follow-Up

Audi Century City: Disappointing Service and Even Worse Follow-Up ________________________________________ After my Audi’s annual service at Audi Century City, Cape Town, on 25 July this year, I started noticing something odd — my car suddenly needed oil, constantly. A local mechanic in Langebaan, where I live, inspected it and quickly discovered the cause: the sump gasket had been fitted incorrectly. I emailed Audi Century City to report the issue but received no response. A few days later, I contacted Audi South Africa’s head office via email. About a week passed before I received a sms saying that the representative handling my case couldn’t reach me by phone. There was, however, no record of any missed calls from her number. I phoned back and was told she was on another call. Later, I missed two calls from Audi’s head office — and then … silence. Two weeks later, I called Audi’s customer care line myself to follow up. I was told, in a rather formal tone, that their policy is to attempt to call a customer only twice, but that the person handling my case would get back to me. She never did. In the meantime, I also tried to speak with a mechanic at Audi Century City regarding an unrelated query. The switchboard promised someone would call me back — but that never happened either. I’ve been servicing my Audi at Century City for over a decade, always believing that the high price tag reflected the best possible care for my car. Sadly, this experience has made me question that trust. “Vorsprung durch Technik”? Audi, perhaps it’s time to apply that principle to your customer service too.