Audi SA & Audi Alpine - Appalling service

Dear All

I purchased a brand-new Audi A4 2.0TFSI Sport S/T from Audi Sales Dealership in Pinetown on April 2016. I moved to the Audi Dealership in Umhlanga as it is most convenient to where I am located. For the past 5 years, instead of enjoying my new car, I have had to endure the most horrific customer service experience. Since buying the car, I had detected a defect with the sound system which I alerted the Dealership both in Pinetown and Umhlanga. The order of events will give you a clear indication of the poor treatment I had to endure until present.

1. Sec 54 Right to demand quality service – (Consumer protection act new motor vehicles)

I. When one purchases a vehicle, one would agree that this is not the cheapest exercise and one is expected to get the quality service for what one is paying for. II. It is important for motor dealerships to train their Sales Teams the importance of service when selling a new car and also the after-sales experience. III. Sad and disappointed I have had to endure 5 years of dissatisfaction from Audi Pinetown and Umhlanga. IV. I noticed a defect with my car system and had to continuously chase after the dealership to rectify the problem. Instead, I received – avoidance-poor communication-delayed responses-no solutions to this day. V. Inadequate feedback on the vehicle whilst it’s still in the workshop. I as the client had to constantly chase up on the progress of the repair – the solutions to the problems and communication were met with either deafening silence or an automated email promising to respond. VI. Emails are rarely answered and when it is, it’s always an apology and never a solid fix. VII. Sad to say the experience with Customer Service Programme at Audi SA was a frustrating journey. The consultant Riette Saunders that I have been dealing with is not solution based, does not listen nor understand the Frustration I have been enduring for the past 5 years. All I receive is a letter that states the below without even checking if the repair was a success. VIII. One of another shell shock experience I had is when I took my vehicle in for the replacement of brake pads and the sound system was checked as it was still rattling. A few days later I went to Hi-Q for wheel balancing and alignment and consultants alerted me that the Brake Caliper was loose due to a bolt missing. I drove to Audi Umhlanga to inform them of their negligence. They apologised and offered me a Free Car Wash. What is a free car wash going to do seeing that I was driving to Johannesburg! Anything could have happened!

2. Sec 55 Right to safe and good quality goods As per Section 55 • Supp**** goods must be able do what they are designed for • Be of good quality and free of defects and in working order • Be durable and useable for a reasonable time period • Comply with the applicable standards or public regulations It is irrelevant whether the defect was obvious or hidden or whether the consumer should have detected it before delivery. When I had informed the dealership regarding the defect of the sound system, it took surmountable persistence from my side to get the dealership to fix the problem. They did replace the subwoofer but the problem still persists. I have not enjoyed driving this vehicle which I have paid a huge amount for, and all I ask is that the after service be as good as when I purchased the car with the promises Audi SA is built on. Compensation This is a reminder of what Audi represents, and hopefully it’s not just words and broken promises. Audi Goals - Consistently customer: We want Audi to become the company with the most satisfied customers. - Consistently sustainable: We conduct our business responsibly, transparently and with integrity. We act in harmony with ecology and economy and with a clear long-term perspective. Audi core values include “digitalization, sustainability, urbanization, integrity, respect, and cooperation. As a consumer I do not believe that the dealership demonstrated integrity-respect- consistently customer nor co-operation. As compensation or good will for the 5 years of drama and dissatisfaction, I would like Audi SA to action the following: - A written apology from Audi SA:- - Lack of Communication - Poor Feedback - Poor Customer Service - No solution to the problem - Inconvenience to me (I totally rely on my car for transport and apart from the inconvenience, this problem has also caused me to incur additional cost)

Audi's 4 Corporate Identity Pillars The Product-Communication to Customers and Stakeholders-Trade/Service-People

As a consumer, rightfully, Audi should extend the warranty seeing that this problem has been around for 5 years and based on the inconvenience and lack of customer service one would think that this is the right thing to do than offer a complimentary car wash.

I look forward to an amicable solution in the most efficient time frame.

Kind Regards Greg