Audi Northcliff does a clutch job and end up messing my gearbox in the process.

Item: Audi South Africa
Rating: 1
Author: jakzajj J

Audi Northcliff damaged my gearbox (gear number 2) I am intolerably displeased at Audi Northcliff. I took my car in for a clutch repair in March 2016 (week before Easter holidays). I was told my car will not be ready on time and therefore ended up spending the Easter weekend without my car. After finding this out, I had to insist and fight my way into getting a loan car as I had made plans to celebrate my daughter's birthday, after an hour of battling my way I was eventually given a loan car. I cared less about what type of car as long as it could take me from A to B and back. Clutch replaced and car delivered to me: When my car was eventually ready two weeks after I had brought it in, it was delivered to me. Problem statement/frustration: My gear number grating when I put it into second gear. I noticed this problem and immediately called my service advisor (Brian) as I was adamant and still am that the problem harvested after Audi Northcliff changed my clutch. Who is to blame? Audi Northcliff! Audi Northcliff! Audi Northcliff! Audi Northcliff! Audi Northcliff! Audi Northcliff! How I reach the above conclusion: My gearbox was perfectly fine all along, had my second gear given me problems prior to Audi Northcliff replacing my clutch, I would have definitely taken my car in for an assessment so that it can be fixed. Think about it, why would I possibly sit with a second gear problem while the car is still under motor plan? Makes no sense right? Yep my thoughts exactly. It is pretty obvious that I brought a brand new car simply because I want peace of mind and to go anywhere at any time without worrying about any mechanical problems, let alone pay for such. Audi Northcliff’s arrogant response 1: I informed my service advisor (Brian) of this and he said, that cannot be the after-effects of the clutch repair. I asked what makes him reach this conclusion without even assessing my car, he answered by saying “…because the job they did does not interfere with gear number 2 and therefore it was not the cause.” My response to Brian: Explain to me how my car comes in the dealership with a certain problem and comes out with another problem, bearing in mind that the second problem was not even on my list or Audi’s list. How is that so? It is pretty much obvious that Audi Northcliff caused this! Audi Northcliff’s arrogant response 2: He eventually agreed that I can bring my car in for an assessment, he (Brian, the service advisor) confirmed the very same thing he was saying on the phone, only difference this time is that he was saying it in person. My response to Brian: I refused to believe his logic because it made no sense to me. Testing Audi Northcliff’s logic: I decided to give him the benefit of the doubt and test his statements, I called a few Audi dealerships and relayed the story, and they too confirmed with me that “what Audi Northcliff is saying is not possible.” I took it a step further and went to speak to these dealerships in person and again repeated my story. Same outcome again. After service calls: I again expressed my dissatisfaction and nothing was done. Aren't these calls supposed to measure customer satisfaction and to proactively amend the relationship with the intention of at least making it seem like you value the customer? Answer no, it is just a time wasting exercise, no customer centricity at all. Asked to speak to the workshop manager (Shaun): I insisted that they must assess my car on the basis that, when I brought it in, there was absolutely nothing wrong with gear 2 and argued that had that been the case I would have mentioned this to him when asked “anything else we should look at?” Try for goodwill: I relayed my story in front of the service advisor (Brian). The workshop manager (Brian) said, “he will send papers through to Audi goodwill” and hear what they have to say”. I left my car at the dealership and was given no loan car. Audi Northcliff’s response 3: He came back after 4 days informing me that Audi goodwill cannot cover the whole amount but a portion, which was around 5-10% of the parts and nothing for labour. Say what????? really? My response to Brian: Upon receiving this feedback I immediately told him that “this is not the Audi brand I know” and that it is such cases that would make me not buy another Audi, ever! I am not at all pleased with Audi Northcliff and Audi goodwill. How can Audi Northcliff mess up my car and refuse to tack full accountability but a portion, why should I pay to help them fix their mess. I then told them that I would take my car for second opinion, I then took it to another Audi dealership. The service advisor confirmed my suspicion that Audi Northcliff is accountable as I explained to them that my car was perfectly fine before they replaced the clutch. Proposed solution and only solution: I demand Audi Northcliff to take full responsibility and accountability for this and to fix my car Full stop I am certain, confident and buoyant that they trigged the problem. Customer experience and fact: I am in the market to purchase another car but with this arrogant and nonsensical behaviour I will not go anywhere near Audi and I will not recommend the "brand" to any of my colleagues, friends and family. I am appalled. Regards, Once an Audi ***** and defender but seriously considering looking elsewhere for a “Customer Centric brand.”

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